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:09/01/2022

  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 ordered a bong and grinder from daily high club on 8/23/22. It has been over a week and my order has still not been fulfilled.

  Business Response

  Date: 09/11/2022

  Hi there,
  
  We appreciate your continued patience and understanding during this delay in shipping. Your order is still being processed.
  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 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:08/30/2022

  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 ordered a item from this business July 13, 2022 my order number is ******, it stated that my order would be processed within 10 business days. It is August 30, 2022 still haven't received my item, and I have reached out to them numerous times without any type of reply! I'm just trying to get what I paid for.

  Business Response

  Date: 09/11/2022

  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!
  
  Thank you for your patience and understanding,

• Initial Complaint

  Date:08/30/2022

  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 ordered a mystery box from them, there's two kinds for two different prices. I ordered the more expensive one because that's what I needed. I received the other one. I've written them two emails and I have heard nothing from them. It would be different if I didn't need the thing I ordered, what they sent me I have plenty of. To actually get the package I had to email after two weeks, I thought maybe I'd been scammed. That just seems like their m.o. from what I've read. I'm really not happy and even if they did send me what I actually ordered, I will never shop with them again.

  Business Response

  Date: 09/11/2022

  Hi there,
  
  We appreciate your continued patience and understanding during this delay in shipping. Your order has been delivered.
  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.
  
  It seems that our support team are working to resolve another issue you are experiencing with your order.
  
  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 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:08/28/2022

  Type:Product 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 order on July 22nd and spent around $80. I didn't receive any shipping notifications until a week after my package arrived (about a month after ordering). One of the items I ordered came in the wrong color and was broken. I've been trying to contact customer service for a month now with no response.

  Business Response

  Date: 09/11/2022

  Hi there,
  
  I am so terribly sorry about the delay in getting back 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.
  
  Our support team have reached out to take care of your order. We're sorry that your product arrived damaged and in a different color than you order. We take extra measures to ensure our products arrive in perfect condition, however due to the nature of the glass material, shipping accidents do occur on occasion.
  
  Don't worry, we'll get this all sorted out for you ASAP.
  
  We hope your day only gets better from here :)

• Initial Complaint

  Date:08/28/2022

  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 order a 3 month subscription and it's been 27 days and the order is still unfulfilled and I emailed about 5 times and yet to get a email I just want my box already ... I'm high disappointed

  Business Response

  Date: 09/11/2022

  
  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 the tracking and it looks like your order has now been delivered. 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!

  Business Response

  Date: 09/25/2022

  Hi there,

   

  We highly appreciate your patience.

   

  I took a look at your subscription and it seems that your August box was shipped out and delivered on September 1st.

  Your September box has been shipped out and is scheduled to be delivered tomorrow.

   

  Our subscriptions start shipping on the 15th of every month, depending on your placement in the shipping queue, it could take some time till your order ships out. However we have upgraded your shipping to ensure the delivery is faster.

  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, I have sent you an email with more details as I am unable to provide order and customer specific information on the ******************** platform.
  
  Have an amazing week and enjoy your new DHC goodies!

• Initial Complaint

  Date:08/28/2022

  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 order a box july 25th and have not gotten a email saying it's shipped and my tracking number i received still doesn't work which is ****** for box #1 and i just got charged for my SECOND box and haven't even received the first yet or any updates AT ALL. i want my package now

  Business Response

  Date: 09/11/2022

  Hi there,
  
  First off, we are really appreciative of your continued patience and understanding. We have recently moved to a new warehouse which unfortunately did not go according to plan, which resulted in a myriad of operational issues which affected our shipping and customer care response time.
  
  We're sorry for the confusion. The tracking number did not seem sync properly so you got the order number instead of the **** tracking number.
  
  I took a look at your orders and I see that the first box got delivered and your 2nd box is arriving today!
  
  Our support team also reached out to you in order to follow-up and ensure that everything is to your liking.
  
  Have a great day and enjoy your new DHC goodies!

• Initial Complaint

  Date:08/27/2022

  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 ordered an August monthly box augist 3rd, it has now been 24 days with no info regarding my order, the tracking number does not work on their website, I've left numerous emails and 1 voice message and still I've gotten no response, I also received a fake conversation email from a scanner and dhc is still yet to contact me, I really want my box, but od i still receive no feedback in 10 to 14 days I want a full refund, this kind of customer service is unacceptable to the point where I can't even receive a simple email, but you guys send me promotion to buy more stuff, absolutely hilarious, can't even get information on something I already bought, but I receive emails to buy more stuff

  Business Response

  Date: 09/11/2022

  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 the tracking and it looks like your order has now been delivered. 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:08/23/2022

  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 at the beginning of July for a subscription box, and have yet receive anything. Automated emails say I should have it in 3 weeks after ordering. They don't respond to emails, phone goes straight to voicemail and they don't respond. Automated shipping info sent 3 weeks ago and tracking shows it was never sent. Impossible to get ahold of anyone. I would like my sub box or a refund

  Business Response

  Date: 09/04/2022

  Hi there,
  
  We're sorry for the delay you experienced.
  
  Our subscription boxes ship in the middle of each month, and due to the high subscription number it might take a while for all packages to be sent out.
  
  It seems your got sent on the 29th of July, but **** lost the package. This happens on occasion especially since the viral outbreak that increased the number of packages being handled by post offices.
  
  We did not have replacement items in stock at the time but we had a special order created for you and now that it's back in stock we have a replacement order in the system and we have upgraded the shipping to ensure you get it sooner.
  
  If there's anything we can help you with, please don't hesitate to respond to our support team's last email and they'll get back to you ASAP.
  
  We hope your weekend only gets better from here!

  Customer Answer

  Date: 09/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still have only revieved 1 box.

  Business Response

  Date: 09/30/2022

  Hi there,

   

  We're sorry for the delay you experienced. It seems that the package was lost in transit and after some back and forth with **** we were unable to locate it. So we shipped a replacement package instead.

   

  I took a look at the tracking numbers and I see that the replacement was delivered on the 22nd of September along with your September subscription box which was delivered on the 23rd of September.

   

  We hope you are enjoying your new DHC goodies!

  Please don't hesitate to let us know if there's anything more we can help you with. Have a great weekend :)

• Initial Complaint

  Date:08/15/2022

  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.

  Hello. So my problem is that I bought a product from this company over a month ago. I received the product about 3 weeks after I ordered it and upon opening realized not only were a couple items inside different than advertised but the main glass piece was broken. I immediately took pictures of the box (even when it arrived in the mail in bad shape) and of the broken glass and emailed DHC about my problem. After about 3-5 business days I figured I would email them again and write there instagram a direct message because the box I bought changes monthly and I really needed a replacement on the one I got because its a gift for someone. After reaching out they responded on instagram within a few hours saying they would relay the message to their care team. After waiting another 3-5 business days I heard nothing and re-reached out to the instagram who again responded in mere hours saying they were sorry and would relay it to the care team. After waiting a full week to get a response from this one i recieved absolutely nothing and was then charged 43$ on my bank account for the next months box. At this point I was upset. I wrote them another email asking for a refund on the product and asked how I could unsubscribe from the box because its not charging me money and I hadnt been helped with the first one. They saw this message on instagram and chose to ignore me. I told them I would file with BBB if they didnt respond in a timely manner because this had gone too far and they are now purposely ignoring all my messages all while still charging me for a new box and old box and not helping fix the problem from the original. The following "desired resolution" wont let me click in the correct box but My resolution is I want contacted with an apology, a refund on the second box and I really want a replacement box for the first one if possible.

  Business Response

  Date: 08/21/2022

  ***************,
  
  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.
  I assure you we did not try to ignore you, however our marketing team who are handling our social media accounts rely support requests to the support team. Due to the high volume of message we are receiving currently, our response time has been increased as you have experienced.
  
  We are finally getting back on track and working to address each and every issue that has affected our customers during this difficult period.
  
  We have reached out to you earlier last week, and I see that our support team have canceled and refunded the subscription box. We are currently waiting on new inventory to send you the replacement piece for the damages pipe.
  
  
  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: 10/08/2022

  Hi there,
  

  We're sorry for the delay, on September 30th the replacement order was created and our team notified you that it has been added to the system to be processed ASAP.

  We are still encountering some shipping delays caused by the transitional period we are going through and we highly appreciate your patience in this matter.

  I see that you reached out to us for an update before that and unfortunately we were unable to respond to you in time. Our inbox is currently receiving a high volume of messages which has caused our response time to increase significantly. 
  Our support team don't have access to our social media accounts, so they are unable to respond to your texts directly. Our marketing team handle our social media, and they take the support messages they receive to inform our support team. We receive frustration from customers when our marketing team would respond to the texts confirming that their concerns have been relayed to the support team, so they are a bit weary in sending the confirmations especially to customers who have sent multiple texts. I did not see the texts you sent so I cannot explain the situation more specifically for your case, however if you would like us to investigate further just let us know via email and reference this BBB complaint. We are extremely sorry that you felt ignored, and that our marketing team did not respond to your texts.
  
  We are excited to get your opinion of the product once you receive it. Again, we really appreciate your continued patience and cooperation.
  

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18114428
  
  I am rejecting this response because: I just received my replacement piece after about 2 full months finally and guess what? Its broken in the exact same place. Obviously you are not shipping these with enough protection because this is the second broken piece you've sent me after months of hard to reach, bad customer service. The worst part is, is that this was suppose to be a gift for my sister a month ago and I couldn't give it to her. I wanted to give this second one to her a few weeks late but now I have to ask for another replacement and give it to her for christmas. At this point I will never buy from DHC again. I just want my piece I originally paid for. I didnt even ask for a replacement box when the grinder and papers i got were different than advertised to begin with. I accepted those lies and only asked for a replacement glass piece which your still struggling to do. Please send me a NEW PIECE THAT IS PACKAGED CORRECTLY SO IT WONT BREAK PLEASE!!!

  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/30/2022

  Hi there,
  
  We highly appreciate your continued understanding and cooperation. 
  The photos you provided have allowed us to improve the packaging for this item as a weak point was exposed.
  
  Our support team have reached out to you in order to place a new order that's going to be the perfect be-lated birthday and Christmas gift!
  
  Don't worry, we're always here to help :)

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18114428
  
  I am rejecting this response because your company has repeatedly told me that you'd be able to fix things for me but every single time has been a let down. I will not accept your response/action until you can actually prove to me that I am going to get this box in a timely manner. Your team messaged me on 10/22 and told me that they assigned someone to me to be working on my issue that worked weekends and weekdays and tried to reassure me theyll help me make it a great gift for Christmas  but its now been 15 days since Ive heard from that guy and time is headed quickly for Christmas. No shipping has been talked about for anything yet and the last 2 pieces I got sent were both broken so it doesnt feel like they care about me or are leaving any room for error. Because of this. I will not be accepting the business response until I can be proven otherwise.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/12/2022

  Hi there,
  
  We are terribly sorry for the less than satisfactory experience you have had with us.
  
  Unfortunately the Shark piece had some intricate details that resulted in it being difficult to ship, therefore your first one arrive damaged.
  We manufactured more to send out replacements for those that arrive damages, and unfortunately even with the extra padding some still got damaged during transit. 
  
  Our support team knew how important this order was for you, because it was a gift to your sister for her birthday, and due to the shipping accidents and the delays caused by them, you were unable to present her the gift in time.
  Our team worked with your in order to make it up through a perfect Christmas gift, but unfortunately with the replacement arriving damaged, the wait time for a new one would have been in January which did not fit the Christmas gift plan. 
  
  Once we were aware of the situation, our support team informed you right away and presented a few potential alternatives. However, you wanted that unique piece which we were unable to provide again in a timely manner. Therefore, you opted for a full refund, which we sent to you directly.
  
  Again, we are sorry for this ordeal, and we assure you that it was never our intention to mislead you. Our support team tried to overcome these challenges and help you deliver the best gift this year, and we are disappointed that we were unable to do so. We hope that you were able to find something else during the Black Friday and Cyber Monday sales.
  
  If there's anything else we can assist you with, please don't hesitate to reach out at any time.
  Happy holidays :)

  Customer Answer

  Date: 12/12/2022

   
  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:08/07/2022

  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.

  On May 23rd, I placed a $73.61 order on dailyhighclub.com for a Daily High Club "******" Dab Rig, Directional Flow Carb Cap, and RAW Rolling Tips. On June 1st, I received an email providing a shipping number but anytime I try tracking my package, **** says the item is still awaiting shipment. It has now been almost 3 months since my order was placed and it still hasn't been shipped. I have reached out to Daily High Club via email on three separate occasions asking about my order but haven't received any response. I would either like an update on my order or a refund.

  Business Response

  Date: 08/13/2022

  Hi there,
  
  I am so terribly sorry about the delay in 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 can confirm the order already shipped out but for some reason the carrier missed the initial scan. Since there's no tracking update since then, we have considered the package lost.
  
  A replacement order is in the system and we are working on getting it shipped out as soon as possible.
  
  Our support team have reached out with all the information and are available to assist if you have any questions or concerns in the meantime.
  
  Thank you for your patience and understanding,

  Customer Answer

  Date: 09/20/2022

  This is my second complaint filed with Daily High Club. The first case was marked as resolved over a month ago but I still have not received my order or a response from the company so I decided to open another case. Link to original case can be found here: https://*******.app.bbb.org/complaint/view/1080431/c/n6hf48
  This complaint is regarding the same order as the previous complaint. I ordered a dab rig and carb cap from dailyhighclub.com on May 23rd, 2022 and my order has still not shipped. My previous complaint only requested my order to be shipped but after waiting months and hearing countless other complaints about unfulfilled orders from this company, I would like a full refund. It seems the old Daily High Club BBB profile has either been deleted or removed but it was filled with negative reviews and complaints from customers with the same issue as me. The only response I have received from Daily High Club was in response to my first complaint stating that they are currently working on shipping out a replacement order because they lost my first one. It's been four months since I originally placed this order and I honestly don't expect to ever receive it at this point. I don't want another replacement order, I want a full REFUND.
  

  Business Response

  Date: 09/28/2022

  Hi there,

  We really appreciate your continued patience and understanding.

   

  Unfortunately since your first order got lost in transit we had to issue a replacement order. We are currently investigating the issue that occurred with your order as it did not properly sync in our system to be shipped out. our support team explained the issue in more detail via correspondence with you. We are going through a transition period, and although we are doing our best, we are not meeting our own standards for customer care or shipping at the moment. 
  
  We hope to have these issues worked out very soon, but I understand that that's not much consolation to customers currently being affected. 
  I apologize that this happened. 

   

  As per your request, we have cancelled and refunded your order in full.

  We deeply apologize for this convenience and we assure you that customer satisfaction is very important to us. 

  We hope you allow us another chance to show you the true DHC experience.

   

  Please don't hesitate to reach out to us if there's anything we can help you with.

  We hope your day only gets better from here.