Reviews

This profile includes reviews 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

  
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  Sand Cloud

  400 Hillsboro Technology Dr Deerfield Beach, FL 33441-1842

Review Details

• Review fromMaureen O

  Date: 08/05/2025

  1 star
  I habe ordered from this company a few times. I like the style of their towels. Recently I purchased 4 of their most expensive towels for gifts. I got notice that the towels were shipped, but there was no tracking information. The next message I received was congratulating me on the delivery of the towels. I was home. They were not delivered. My dogs always alert me when someone is delivering a package. I have asked all my neighbors if they got the package instead. They did not. We look out for each other. I have contacted Sand Cloud several times through customer service to get no response. I have responded to their email address. No response. I wrote reviews stating I never received what I purchased. No response.

• Review fromKristen G

  Date: 08/04/2025

  1 star
  I ordered a towel on 7/2/2025 and its now 8/4/2025, over one month later, and I have yet to receive it and have had zero status updates regarding the order. Tracking hasnt been updated since 7/3/2025. About a week ago, I tried contacted Sand Cloud via their one email option and havent had any response. I dont know if the order got lost, forgotten, isnt in stock, etc because Ive had no updates in a month. I wanted to enjoy this towel for the summer, and now summer is almost over! Ive seen on recent reviews that this seems to be an issue as of late, but if it is, send out an email to your customers and let them know its going on instead of us thinking youre stealing our money!

• Review fromMelissa S

  Date: 08/02/2025

  1 star
  I placed an order the beginning of July for gifts for family. It was $342.25 worth of products. It hasnt shipped and reaching out to the company has proven futile. Going to have to put a stop payment on this and try to get my money back.

• Review fromApril H

  Date: 07/28/2025

  1 star
  I cant even say terrible customer service because there is actually no customer service. The only way to get in contact with this company is to email them, but they do not reply to your emails. I have sent four emails over a span of a week, all with no responses. I placed an order 20 days ago and still have not received it nor received an update about the order. Extremely frustrating and disappointing.
  

  Sand Cloud

  Date: 08/01/2025

  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 for the frustration caused by the lack of timely updates. Due to the overwhelming response to our recent sale, we have been managing an unusually high volume of emails, which unfortunately impacted our usual response time. We understand how disappointing this must have been and deeply regret the inconvenience caused.
  
  We have since reached out directly to the customer. Upon review, it appears that the package was likely lost in transit by the carrier. As a result, we have offered multiple resolution options to the customer.
  
  We are currently awaiting the customer's response regarding their preferred resolution and want to assure both the customer and the ******************** that this matter is being treated with priority. We remain fully committed to resolving this issue to the customer's satisfaction without compromise.
  
  Thank you again for the opportunity to address and correct this.
  
  Sincerely,
  Sand Cloud Team

• Review fromJennifer M

  Date: 07/23/2025

  1 star
  My personal order issue isnt important. What is important is that I needed help and I submitted an online email question and they claimed I would get a response in 24 hours. One week later and nothing. And yes, I checked my junk folder daily. I called and got an answering machine message that sounded like it was a home phone number. I doubted I was going to receive any response from my message, and I didnt. Another day passed and so I sent another email message. Two more days passed and nothing. I sent a 4th communication attempt and am still waiting to hear back. Utterly ridiculous.
  

  Sand Cloud

  Date: 07/25/2025

  Dear BBB Team,
  
  We sincerely apologize for the delay in our communication with the customer. Due to the overwhelming response to our recent sale, weve experienced a significantly higher volume of inquiries than usual, which unfortunately caused delays in response times.
  
  That said, we understand this is no excuse for the inconvenience caused, and we take full responsibility for the customers experience. Please be assured that we are actively working to address every inquiry, review, and voicemail as quickly as possible.
  
  We have now reached out directly to the customer to address the support and exchange assistance they were seeking. Their case has been prioritized internally, and we are committed to ensuring that it is fully resolved with the care and attention it deserves.
  
  Once again, we apologize for the frustration caused and appreciate your patience as we work to make this right.
  
  Sincerely, 
  
  Sand Cloud Team

• Review fromChristine Y

  Date: 07/23/2025

  1 star
  Worst customer service ever! I ordered some items on 7/6/25 for several upcoming events (beach, camping, etc). On 7/14 I checked tracking and noticed there was a failed delivery attempt on 7/12. I contacted Sand Cloud regarding this and they told me to contact the 3rd party delivery service instead. So i did, and the delivery service informed me that the driver got to my residence to deliver but my package was never on the delivery truck and that they would need to go back to the warehouse and deliver it another day. On 7/16 I reached out again since the tracking status had no update and the delivery people told me they never received the products from Sand Cloud. I then reached out to Sand Cloud to tell them the delivery team never received my package and they never responded. On 7/22, I reached back out to Sand Cloud again to ask for a refund since they are not sending me what i paid for but they stopped responding to me 10 days ago! To pay for a product and then get ghosted when asking where it is is absolutely ridiculous! I wished I checked here before purchasing as this seems to be a common issue- buyers beware this is straight robbery!!
  

  Sand Cloud

  Date: 07/25/2025

  Dear BBB Team,
  
  We sincerely apologize for the frustration and inconvenience caused to the customer. The delay in both response and order delivery occurred during a period of overwhelming demand as part of our recent sale. Due to the high volume of inquiries and shipments, our team has been working diligently to respond to all customer concerns via email and voicemail as quickly as possible.
  
  Upon reviewing the case, we see that the order was marked as delivered on July 23, 2025. However, we completely understand the confusion caused by the conflicting delivery information provided earlier and the lack of timely support.
  
  We have now reached out directly to the customer to confirm whether all items were received in full. If any items are still missing or if there are further issues, we are prepared to provide an appropriate resolution, whether that be a replacement or a full refund.
  
  We truly regret the experience this customer had and are committed to making it right.
  
  Sincerely, 
  Sand Cloud Team

• Review fromBritt Z

  Date: 07/21/2025

  1 star
  Order was never delivered despite them saying it was. Cant get anyone to respond and there is no way to talk to them besides email. Having to dispute via my cc company! Terrible customer service and of course you cant leave a review anywhere besides here for people to see. They delete negative IG comments
  

  Sand Cloud

  Date: 07/25/2025

  Dear BBB Team,
  
  Thank you for bringing this to our attention.
  
  We sincerely apologize for the inconvenience caused to the customer. The delay in response occurred during a very busy sale period, during which we experienced an unusually high volume of orders and customer inquiries. While this is not an excuse, we want to assure you that weve been working diligently to address every email, voicemail, and review as quickly and thoroughly as possible.
  
  Upon reviewing our records, we found that we contacted the customer on July 19, and received a response from them. We then replied with a resolution and proceeded to process a full refund for the order. As part of our apology and to make amends, we also offered an additional gift card, and are currently awaiting the customers confirmation. The ticket remains open on our end, and were fully committed to resolving this matter to the customers satisfaction.
  
  Once again, we apologize for the experience and appreciate the opportunity to make it right.
  
  
  Sand Cloud Team

• Review fromBrian L

  Date: 07/16/2025

  1 star
  I ordered some 2 beach towels on the 7th of July, still have NOT received any part of my order, why they CHARGE the full amount and have not shipped anything is poor resort of the company. You can't call or get ahold of anyone in the company !!! Only contact via email. This is ********, how did a company get funding from ********** and expect to grow with this much horrible customer service ???? I would have NEVER ordered anything from Sand Cloud if I knew what I knew now !!! Please refund my amount ! Order #*******
  

  Sand Cloud

  Date: 07/19/2025

  Hi BBB Team,We sincerely apologize for the frustration and inconvenience this customer experienced.We understand how important timely communication and fulfillment are, and we are truly sorry for the delay. The delayed response was due to a high volume of inquiries during our recent sale event, which unfortunately impacted our usual response times. We recognize that this has caused disappointment, and its not the experience we want for our customers.Upon reviewing the case, we found that the specified order was canceled, and a full refund was processed back to the original payment method. This should have already reflected in the customer's account.That said, we want to make this right and rebuild trust. We have now reached out to the customer directly via email to offer our support and ensure all concerns are fully resolved. We are currently awaiting a response and will continue to prioritize this matter until the customer confirms closure.We also appreciate the opportunity to improve and are actively working to enhance our customer service systems to prevent such issues in the future.Thank you Sand Cloud

• Review fromCarroll H

  Date: 07/15/2025

  1 star
  Placed 3 different orders and tracking says all were delivered. I have not received anything from my order nor a response from Sand Cloud sale. I have emailed their company many times without a response from them. Very frustrating. Thought I could trust them.
  

  Sand Cloud

  Date: 07/19/2025

  Hi BBB Team,We sincerely apologize for the inconvenience and frustration the customer has ************** this time, we have been unable to locate any orders or communication from the customer using the email address associated with this review. Additionally, we could not find a matching record in our system.If the customer placed the order on a site labeled Sand Cloud Sale, we kindly note that this may not be our official website. Unfortunately, fraudulent sites have been reported using our name, images, and branding without **************** assist further, we kindly request the customer to email us ****************************************** with the following details:Order confirmation number(s)The website URL where the purchase was made The email address used at checkout Any screenshots or payment confirmation that may help us investigate Once we receive this information, we will promptly review and take all necessary steps to resolve the issue.Thank you for your understanding and for helping us protect our valued customers.

• Review fromRick K

  Date: 07/14/2025

  1 star
  The worst customer support ever. It took ************************************************************************************************************************** that email but havent replied back in almost 10 days. This was a birthday gift for my daughter that never arrived. I ended up having to dispute the charge with my credit card company.Never again!!
  

  Sand Cloud

  Date: 07/19/2025

  Hi Team, We sincerely apologize for the experience the customer had with our customer support and the delay in resolving his concern. The delay in communication was due to a recent high-volume sale period, but we take full responsibility and are committed to making this right.We understand how disappointing it must have been for the order, intended as a birthday gift, not to arrive on time. Upon investigating, we do see that the shipment was lost, and we had reached out to offer a replacement or a refund. Since a chargeback has been initiated, we are currently unable to take further action on the order.That said, we would still love the opportunity to resolve this directly. If the customer is willing to cancel the dispute, we would be more than happy to ship a new replacement order and also offer a partial refund as a gesture of apology for the inconvenience caused.We have also reached out to the customer directly via email and will ensure the matter is handled swiftly and satisfactorily once the dispute is cleared.Thank you,Sand Cloud Team