Complaints

This profile includes complaints for Sand Cloud's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sand Cloud

  4629 Cass St PMB 52 San Diego, CA 92109-2805

  
• 

  Sand Cloud

  400 Hillsboro Technology Dr Deerfield Beach, FL 33441-1842

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:07/28/2025

  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.

  When I did the online refund process there was an error on the site when making the label. I contacted customer service who sent me a label and a reference number and told me to contact them when it was delivered to manually process the refund. The item was returned and delivered to them 7/14/2025. I have since been ignored by email at the customer service email, and also unable to reach anyone via live chat to help. They have the items back - but now I can't get the refund processed.

  

  Business Response

  Date: 07/29/2025

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention.
  
  First and foremost, we sincerely apologize to the customer for the delay in response and for the inconvenience this issue has caused. Due to an overwhelming response to our recent sale, our customer service team has been managing a high volume of inquiries, which unfortunately led to delays in certain cases, including this one.
  
  Upon review, we found that the customer had successfully returned the item, which was delivered to our facility on July 14, 2025. We acknowledge that the refund was not processed in a timely manner as originally promised, and we deeply regret the oversight.
  
  As of today, the refund has been fully processed. We have also reached out to the customer directly to confirm the refund details and have offered an additional gift card as a gesture of apology for the experience. We are currently awaiting a response from the customer regarding the gift card.
  
  We appreciate the customer's patience and thank them for the opportunity to resolve this. We are committed to improving our internal processes to prevent such delays moving forward.
  
  Warm regards,
  Sand Cloud Team

  Customer Answer

  Date: 07/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:07/28/2025

  Type:Order 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 never received my order. I looked around and checked with neighbors. I still never got it. It was for a gift. I was very upset. I sent customer service two emails. I got no response. I called the phone number for support and left a message with my order number and got no response.

  

  Business Response

  Date: 07/29/2025

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention.
  
  First and foremost, we sincerely apologize to the customer for the delay in response and the frustration this situation has caused. Due to a tremendous response to our recent sale, our customer service team has been managing an unusually high volume of inquiries, which unfortunately led to delays in certain cases, including this one.
  
  We did receive emails from the customer on July 17 and July 19 regarding a missing delivery. The customer noted that the tracking status showed the order as delivered, but it had not been received. She confirmed checking the surrounding area and with neighbors, but the package was not located.
  
  We deeply regret the lack of timely follow-up and acknowledge that her concerns went unanswered longer than they should have.
  
  As of today, we have sent a follow-up email to the customer explaining the situation and offering a resolution. Weve provided the customer with two options, either a full replacement of the order or a refund. Additionally, we offered a goodwill gesture to express our sincere apologies for the inconvenience caused. We are now awaiting the customers response in order to proceed with the preferred resolution.
  
  We remain committed to resolving this matter quickly and to the customers satisfaction.
  
  Warm regards,
  Sand Cloud Team

• Initial Complaint

  Date:07/27/2025

  Type:Order 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.

  The worst customer service I have experienced. I requested a refund for my order #******* on Saturday, July 19. The next day I received an email from sand cloud requesting additional information about the return and havent heard back since then. It has been over a week waiting for the return label to be shipped and I still havent received. I have been emailing the customer service, leaving voicemails and submitting requests in the website with absolutely no response and unable to reach a person. Its very frustrating - honestly I just want to send the items back, get my refund and get over this experience. Please send me my return label! This has been the most disappointing customer service I have ever dealt with.

  

  Business Response

  Date: 07/29/2025

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention.
  
  First and foremost, we sincerely apologize to the customer for the delay in our response and the frustration it has caused. Due to an overwhelming response to our recent sale, our customer service team has been handling a high volume of emails, which unfortunately led to delays in certain cases, including this one.
  
  We initially contacted the customer on July 20 requesting additional information necessary to proceed with the return. This request was part of our manual review process implemented to prevent errors and ensure accurate return handling, particularly for orders flagged for potential discrepancies in item status, partial returns, or special offers. This step is important to help us validate the condition of returned items, the reason for the return, and whether any discount agreements (such as keeping an item with a partial refund) affect the process.
  
  The customer promptly replied with all requested details. However, despite their continued follow-ups, a return label was not issued in a timely manner, and we deeply regret the oversight.
  
  As of today, we have reached out to the customer via email, acknowledged the delay, explained the situation, and assured them that their request is now being prioritized. We have forwarded all the relevant information to the responsible team, and the support ticket has been kept open to ensure proper follow-through. The return label and further instructions will be shared shortly.
  
  Once again, we offer our sincerest apologies to the customer and thank them for their patience. We are committed to resolving this issue to their satisfaction and to improving our response times during busy periods moving forward.
  
  Warm regards,
  Sand Cloud Team
  

• Initial Complaint

  Date:07/23/2025

  Type:Delivery 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 ordered a Checkmate Party Blanket and Border Classic Stripe Poncho in Natural. After waiting over a week for the items to ship, only one of the items (Party Blanket) made it to me. The package was open so I assumed someone had stolen the poncho and left the blanket. After reading some comments on the BBB, I'm not sure the poncho ever made it into the package. There was no packing slip in the package. I've reached out to customer support via the email every day since Friday 7/18 and have received no reply or acknowledgment. I even called the number they have on their accessibility page on their website, and the voicemail box said they do not take calls.

  

  Business Response

  Date: 07/25/2025

  Dear BBB Team,
  
  We sincerely apologize for the inconvenience and frustration caused by the delay in response and incomplete delivery of the customers order. Due to the overwhelming response to our recent sale, we experienced a significant surge in order volume and customer inquiries, which unfortunately impacted our usual response times.
  
  Please be assured that we take full responsibility for this issue and are committed to resolving it in the best way possible, safeguarding the customers interests at every step.
  
  After reviewing the situation, we have now contacted the customer directly, acknowledged the missing item concern, and offered a resolution. We are currently awaiting the customer's response to proceed with the appropriate action.
  
  We deeply regret the experience the customer had and are taking all necessary steps to ensure they are made whole and satisfied with the outcome.
  
  Once again, we extend our sincere apologies for the inconvenience caused and appreciate the customers patience as we work to make this right.
  
  Sincerely,
  Sand Cloud Team

  Customer Answer

  Date: 07/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:07/21/2025

  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.

  I placed an order with this company and it was confirmed on 7/7/25. Order number 2674409.Shipping/delivery was listed as 4-8 business days. The items still havent arrived. My account was charged.I have attempted 8+ times to reach them through their customer service department via email, and 7+ times via telephone to no avail.

  

  Business Response

  Date: 07/24/2025

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention.
  We sincerely apologize for the delay in both the delivery and our response to the customer. The delay was due to a recent high-volume sale period, which unfortunately impacted our usual processing and response times. However, we fully acknowledge our responsibility to deliver timely service and communication, and we deeply regret any frustration this situation may have caused.
  Upon review, we confirm that the customers order was delivered on July 23, 2025. We are committed to making things right and have already contacted the customer directly in response to their complaint. We have extended an offer of appropriate compensation and are currently awaiting their response.
  We assure you that we are doing everything possible to resolve this issue to the customers satisfaction.
  
  Sincerely,
  Sand Cloud Team

• Initial Complaint

  Date:07/15/2025

  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 order on July 6th. The order has been confirmed with no updates. I have reached out to the business 4 separate times via email and left a message on their number for an order update. I have not heard back from the business and have requested at this time to cancel my order and provide a full refund.

  

  Business Response

  Date: 07/19/2025

  Dear BBB,
  
  Thank you for bringing this concern to our attention.
  
  We sincerely apologize for the delay and the lack of communication the customer experienced after placing their order on July 6th. The delay occurred during an exceptionally busy sale period, and while that explains the cause, we fully understand how frustrating this experience must have been for the customer.
  
  Upon receiving this ******************** complaint, we immediately retrieved the customers ticket and contacted them directly via email. Weve provided the current status of the order, assured them of our continued support, and are keeping a close follow-up to ensure the order is delivered successfully.
  
  In an effort to make this right, we have also offered a partial refund as a gesture of goodwill and compensation for the inconvenience. We are currently awaiting the customers response to finalize the resolution.
  
  Please rest assured that we are treating this matter with high priority and are committed to a satisfactory outcome.
  
  Thank you.
  Sand Cloud Team

• Initial Complaint

  Date:07/08/2025

  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.

  I ordered 2 sets of 6 black waffle weave wash cloths. I only received one set of wash cloths and mistakenly received a set of shirt/shorts. I submitted information to their company through their website to have my order corrected, but I have received no response.

  

  Business Response

  Date: 07/11/2025

  Dear BBB Team,
  
  Thank you for bringing this to our attention.
  
  We sincerely apologize to the customer for the experience they had with their recent order.
  
  We thoroughly checked our communication system and could not locate any prior emails or inquiries from the customer under the email addresses provided in the BBB complaint. It's possible that there was a misrouting or the message came through an alternate channel we werent able to trace.
  
  To resolve the issue promptly, we have sent an email directly to the customer offering two clear options:
  
  A replacement shipment of the missing 6-pack washcloth bundle, or
  
  A full refund for the missing item.
  
  We are now awaiting their response so we can proceed with their preferred resolution.
  
  We are committed to making this right and will ensure the matter is resolved to the customer's satisfaction as soon as we hear back from them.
  
  Thank you
  Sand Cloud Team
  
  
  
  

  Customer Answer

  Date: 07/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that a refund for the unreceived product as a resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:06/25/2025

  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.

  I placed an order directly with this company from the website on 06/08/2025. After a 14-day shipping time the order arrived and was missing items. I attempted to communicate with the company 3 times via email with zero response. I also tried their customer service shat bot with no help. There are no contact numbers to actually talk to a human.

  

  Business Response

  Date: 07/01/2025

  Hi Team,
  
  Thank you for bringing this to our attention.
  We sincerely apologize for the delay in our response to the customers original inquiry. Due to the high volume of messages, we received during our recent sale, weve been working diligently to catch up and assist each customer as quickly as possible.
  Upon reviewing our records, we see that the customer reached out to us on June 23, 2025, regarding a missing item, the Whale Shark XL Turquoise, from their order placed on June 8, 2025. We responded on June 25, offering either a refund or a reshipment. The customer confirmed they preferred a reshipment, and we immediately created a new order (Order #*******) to fulfill the missing item.
  The replacement was shipped promptly, and tracking confirms it was delivered on June 27, 2025. We also extended a 20% off discount code as a gesture of goodwill for the inconvenience caused.
  We hope the issue is now fully resolved, but if the customer requires any further assistance, were more than happy to help.
  
  Thank you,
  Sand Cloud

• Initial Complaint

  Date:04/08/2025

  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.

  I purchased a set of 4 Sand Cloud beach towels from a store in ******* called *************. Each towel was $46. These towels were clearly advertised by Sand Cloud and on a ******** of the four towels was noted to have a defect on it within 5 minutes of the first use of the towel. The store I bought it from will not give refunds or exchanges on items without the original tag/packaging. You cant open the towel without removing the outer sleeve. I contact Sand Cloud with photos of the towel and the receipt of purchase. They told me they will not do anything because I didnt purchase directly from them. I am happy to return the towel for a replacement or get a refund.

  

  Business Response

  Date: 04/14/2025

  Hi Team,
  
  As mentioned, the customer contacted us on April 8 regarding a damaged product that was purchased directly from our storenot from any of our Flagship locations. As such, we were unable to initiate a return or exchange through our usual channels. We advised the customer to reach out to the reseller from whom the purchase was made.
  However, understanding the inconvenience and disappointment the customer experienced, we decided to step in and assist. We requested photos and the necessary documentation to explore an alternative resolution. The customer promptly provided all the requested materials.
  We then offered the customer a choice between a replacement or a gift card, and they opted for the replacement. A prepaid return label was issued to facilitate the return, with the understanding that we would proceed with sending the replacement once the return was dropped off.
  Weve since received a confirmation from the customer (on April 14) that the return has been dropped off. We are actively following up on this case and will ensure that the replacement is sent promptly to the address specified by the customer.
  
  Thank you
  ********************
  
  
  

  Customer Answer

  Date: 04/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:12/06/2024

  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 ordered from sand cloud there was I **ntacted them only by email they have no phone support I told them the address was wrong waiting a day between responses from them they said they had fixed it they didn't they would not issue a return label only gift certificate online that I didn't understand how to process my card had been hacked had to shut down card they **uldn't refund it back to tat card after multiple requests for them to find a way to refund me shipping charge and the *********************************************************************************************************** by phone **uld have written a **mpany check the product is way overpriced for it doesn't do what it says it does doesn't dry you and still holds sand I know thus cause 2 dud get sent to my other friend and she told me I spent 200 bucks with this ** that can't write me a check!a **mpany that big should have phone support!I left them a message they don't call back what good is that I am so angry I am disabled on fixed in**me told them I needed to be reimbursed and they are ignoring me I see there are more **mplaints against them!they ought to be ashamed of themselves and I hope they go bankrupt I will be putting bad reviews on reddit fb and any other place again and warn poeple not to buy thier overpriced c*** and not to deal with them cause the customer service is terrible!

  

  Business Response

  Date: 12/09/2024

  Hi Team,
  On November 15, the customer reached out regarding an address change for an order placed with us. We promptly updated the address and confirmed the change with the customer. Unfortunately, despite our efforts, the package was still shipped to the incorrect address, likely due to a technical glitch at the warehouse or with the carrier.
  When the customer informed us of this, we verified the issue and acknowledged that the address had not been updated. We sincerely apologized for the inconvenience and offered the customer two options:
  A full refund to the original payment method.
  A reshipment (exchange), as the original item had since gone out of stock, to the correct address.
  The package was delivered to the incorrect address, but we still extended the full refund offer without requiring the items to be returned. However, the customer later informed us that their original payment method could not be used for the refund as it had been hacked.
  To accommodate this, we proposed issuing the refund in the form of a gift card. The customer declined both options and later informed us that they could retrieve the package from a friend at the incorrect address but requested a $20 refund to cover the shipping cost for collecting it.
  We agreed to this request and offered a $20 refund, which can also be added to the proposed gift card refund if needed. The ticket remains open, and we are actively working to resolve the issue. We have requested the customer to respond to our email thread so we can finalize a solution.
  Our current offer includes issuing a gift card refund for the full order amount, including shipping, totaling $100, without requiring the return of the items. This was offered as the customer indicated their payment method was compromised.
  Additionally, the customer's claim of $200 cannot be validated, as this issue pertains to only one order. However, we are willing to investigate further if necessary.
  Thank you for your support in resolving this matter.