Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September first or second I ordered three items from the Daily High Club website when I got my digital receipt for my order it had said that I would have to allow up to fifteen business days I sent a couple emails on the 11th asking if I could get any updates/information on where my package was because it still wasn't even shipped yet but to both of my emails was no response so then I did get upset and send some mean emails wanting my money back even to those emails I got no response then eventually on the 15 I didn't finally get a response not giving my money back but to tell me that they were sorry for the inconvenience and that they were pretty full on orders which I get hence why I just wanted my money back when I replied to that person I never got a reply back so I continued to wait until I finally received one of the 3 items I ordered today the ******************************* the rest of the items I was supposed to receive and if needed I can send any proof or verification that I only received one item and that item was the "stash jar" as called on their website

  Business Response

  Date: 09/30/2022

  Hi there,
  
  We appreciate your continued patience and understanding during this delay in shipping. As per your request, we have cancelled the remaining items from your order and issued a refund.
  We have recently undergone a warehouse move which unfortunately did not go as smoothly as planned. We are currently doing our best to get these issues worked out as quickly as possible.
  
  We know that this does not change the experience for the customers currently affected, such as yourself. 
  I assure you the situation is only temporary and we are doing our best to get back to providing the *** experience that you can rely on daily.

  We hope your week only gets better from here.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $49.00 to Daily High Club for a water pipe a week ago. I havent received any information regarding my order whatsoever and Ive been ignored by their support team. Ive reached out multiple times through email and have havent received any responses.

  Business Response

  Date: 09/30/2022

  Hi there,
  
  We appreciate your continued patience and understanding during this delay in shipping. As per your request we have cancelled and refunded your order.
  We have recently undergone a warehouse move which unfortunately did not go as smoothly as planned. We are currently doing our best to get these issues worked out as quickly as possible.
  
  We know that this does not change the experience for the customers currently affected, such as yourself. 
  I assure you the situation is only temporary and we are doing our best to get back to providing the *** experience that you can rely on daily.
  
  Our support team have been in touch with you, unfortunately due to the high volume of support ticket we are receiving at the moment due to the delays caused by the move, our response time is longer than the average.

  
  Please don't hesitate to let us know if there's anything else we can help you with.
  We hope your week only gets better from here.

  Customer Answer

  Date: 10/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made my order on 9/2/2022 and was lead to believe that non subscription box orders would take a *** of **** days to process. I checked everyday and nothing. I then emailed their customer support but didn't get a message back for days, so I resorted to messaging them on Instagram. This made them reply to my previous email to their customer service, saying they would check with their fulfillment team and update me. They still haven't updated me and now are ignoring my messages on Instagram. My order # is ******.

  Business Response

  Date: 09/30/2022

  Hi there,
  
  We appreciate your continued patience and understanding during this delay in shipping. As per your request we have cancelled and refunded your order.
  We have recently undergone a warehouse move which unfortunately did not go as smoothly as planned. We are currently doing our best to get these issues worked out as quickly as possible.
  
  We know that this does not change the experience for the customers currently affected, such as yourself. 
  I assure you the situation is only temporary and we are doing our best to get back to providing the *** experience that you can rely on daily.
  
  Our support team have been in touch with you, unfortunately due to the high volume of support ticket we are receiving at the moment due to the delays caused by the move, our response time is longer than the average. Our marketing team who are in charge of managing our social media accounts, have been forwarding your messages to our support team. We assure you that we were not trying to mislead you or ignore you, it just took some time before we got back to you to resolve this issue.

  Please don't hesitate to let us know if there's anything else we can help you with.
  We hope your week only gets better from here.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order back in July. Order was said to have shipped, but no movement outside of the shipping label being printed. I tried to reach out several times and had one response saying they will move my complaint along. I then requested a refund and have not gotten any response.

  Business Response

  Date: 09/30/2022

  Hi there,

   

  We highly appreciate your patience and understanding. Due to a recent warehouse move, our fulfillment and support teams have been facing slower response and shipping times than normal.

   

  I took a look at your account, and it seems you placed 3 orders with us, and the first and last orders have been delivered successfully, while the 2nd order was fulfilled but not delivered.

  Unfortunately it seems your package was lost during transit as we have made sure that it got picked up the same day we marked it as fulfilled.

   

  We're sorry we couldn't get back to your sooner to get this resolved. We have a replacement order in the system, and once we are able to allocate the sufficient inventory for the main item, we will send it out ASAP.

  Our support team got in touch with you and will be happy to answer and questions or concerns you may have in the meantime. They will also personally update you with any changes to your order.
  We hope your week only gets better from here.
  

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 1 item from daily high club for ***** after tax and shipping, on the web site it says it may take up to 5 days to process a Order and it's need 14 I've email and I have not gotten any response I've looked online and I now see many situations like mine are happening where people never get shipped there item and never receive their money back.

  Business Response

  Date: 09/30/2022

  Hi there,

   

  We appreciate your patience and understanding during this transitional period. We sent an email informing our customers of the warehouse move which has impacted our processing speed significantly, I am unsure if you received that email, however our support team have been in contact with you and updated you with the tracking number once it was shipped out.

  According to the tracking, you should have received your package today. We hope you enjoy your weekend with your new DHC goodies!

   

  We are constantly improving our service level to return back to the standards our loyal customers have been used to before the move, and our team are passionately working extra hard to satisfy all customer needs.

  Please don't hesitate to reach out if there's anything we can help you with, we're just a tap of a button away :)

  Customer Answer

  Date: 10/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have placed three orders with this company and after several attempts to get an answer on where they are, I have not had any response. They have already charged my CC. After reading reviews, it looks as if they are notorious for this.

  Business Response

  Date: 09/25/2022

  Hi there,
  

  
  We really appreciate your patience, we know that our response and shipping times are a little slower than normal currently.

  We are going through a transitional period handling the backlog resulted by a warehouse more we had earlier this year.

   

  I checked the tracking and it looks like your first order has now been delivered and the remaining two are scheduled to be delivered tomorrow. Again, I apologize for this delayed response, and for not providing you the speedy order fulfillment that we normally pride ourselves on.
  
  We adore our loyal customers and look forward to catering to your smoking needs again in the future. If there is anything else I can help you with, please don't hesitate to ask. 
  
  Have an amazing week and enjoy your new DHC goodies!

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Put in an order well over a month ago and haven't even received a shipping update. After a while the support email just started ignoring me so I decided to file a complaint on here. I would recommend getting pieces from the dispensary if you wanna be the same age when you finally get it. My order number is #****** but i'd be surprised if it even still exists. At this point I either want some sort of confirmation or my money back. Either would be great as I will never shop with this business again and i recommend anyone who sees this does the same.

  Business Response

  Date: 09/30/2022

  Hi there,

   

  We're sorry for the delay in getting your order out. 

  Our subscription boxes start getting shipped on the 15th of every month, your wait time is dependent on your place in the shipping queue. We cannot guarantee a specific estimate but we do our best to have all boxes delivered before the end of the month.

   

  As per your request to our support team, your order has been cancelled and full refunded.

  We appreciate your cooperation and understanding during the processing period and we're sorry that you felt frustrated.

  We assure you that our support team were not ignoring you, however the response time has increased recently due to the high volume of orders currently being processed.

   

  We hope you have an amazing week, and don't hesitate to let us know if there's anything we can help you with :)

  Customer Answer

  Date: 10/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My only concern is that it has been 4 business days (i was told ****) but normally with my bank my refunds process almost instantly on business days. This is concerning, but ill take dhcs word for it. will update if i dont receive the refund after 10 business days.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I received my first Daily High Club subscription box a little over a month ago. It was a shark *********. I have contacted quite a few times to try and get an issue with this box solved though. The shark bong came broken and unable to be used. I have many photos of this that I've sent by email. The first time I contacted, I was responded to within a few hours and told I would be getting a new piece sent. It has now been over a month and I still haven't received my piece-even more disconcerting-no reply to 7 emails now. I've yet to hear back since last month when I was told a new piece was on its way. There's still not been anything in the mail and the lack of responses back has been frustrating to say the least. Subscriber's money and time should be treated as valuable by small companies like these. I would like a new piece, or a refund. If someone could reach back to me with help, I would appreciate it. Thanks.

  Business Response

  Date: 09/18/2022

  Hi there,
  
  I am so sorry that your piece reached you in that state!
  
  We take extensive precautions to make sure our products get to you in pristine condition; unfortunately, shipping accidents are sometimes unavoidable. We will do everything we can to replace the damaged item as quickly as possible.
  
  Unfortunately we've ran out of the Shark bongs for the time being, but our product team assured us that the next batch will be landing in roughly three weeks time. We can definitely get this replaced for you, but we'll need to wait for them to become available to us first. Once they've landed, we'll create the replacement order and send you a notification email.
  
  Our support team have gotten in touch with you the same day you filed this complaint. They explain the situation and provided you with the corrective actions we are taking to remedy this situation.
  
  Again, we're sorry for this inconvenience and hope that you don't go through a similar experience with us again. We are working to get such inventory planning issues figured out.
  Please don't hesitate to reach out if you have any questions or concerns in the meantime. Have a great day :)

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order on august 11th, 2022. The total of my transaction was $63.74 and order number is #******. When i placed my order they gave me a 10 day window for my order to be processed and shipped. Its been almost a month now and it still is showing my order as unfulfilled with no tracking information. I have since emailed their customer service (which is all they have available, no phone number and one email address.) I emailed them 4 times now with no response. Im convince at this point that this website is a scam and is not real, otherwise somebody should have contacted me by now.

  Business Response

  Date: 09/18/2022

  Hi there,
  
  I am so terribly sorry about the delay of both your shipment and of our response to you. We have experienced a myriad of fulfillment, technical, and staffing issues all hitting us at the same time resulting in a breakdown of service to a completely unacceptable level.
  
  We are finally getting back on track and working to address each and every issue that has affected our customers during this difficult period.
  I checked your order and I see that it was delivered before the weekend. We know how frustrated you feel but we hope you are enjoying your new DHC goodies!
  
  Again, we apologize for the inconvenience you have experienced and we look forward to doing whatever we can to make things right.
  
  Thank you for your patience and understanding,

  Business Response

  Date: 09/25/2022

  Hi there,

  Thank you for your continued patience.
  
  It seems the BBB have changed something in their system so this complaint has been marked as unresolved again. I am unable to find any further complaints from your end, and you have not reached out to our support team beyond the order status request last month. 

  We are working on getting our order sent out faster. Currently subscription start being shipped on the the 15th of every month, and depending on the placement of the order in the shipping queue, it get shipped in that order. That causes some order to be shipped out the following month, especially order placed after the 15th.

   

  We hope you are enjoying your order, and if you have any issues please don't hesitate to reach out to us at any time.
  Have a great day :)

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You had ordered one of the boxes on August 13 and I still haven't received no information about my package. I've emailed daily high club but no one responds back

  Business Response

  Date: 09/18/2022

  Hi there,
  
  We appreciate your continued patience and understanding during this delay in shipping. Your order has been delivered early last week.
  We have recently undergone a warehouse move which unfortunately did not go as smoothly as planned. We are currently doing our best to get these issues worked out as quickly as possible.
  
  We know that this does not change the experience for the customers currently affected, such as yourself.
  I assure you the situation is only temporary and we are doing our best to get back to providing the *** experience that you can rely on daily.
  
  Our support team got in touch with you and will be happy to answer and questions or concerns you may have at any time.
  We hope your week only gets better from here.