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:07/02/2025

  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.

  STAY AWAY FEOM DIAMOND CBD. I placed an order for 3-5 business day delivery. With my order I was told I would be sent free CBD cream as well. It took a month to arrive, and I finally received what I paid for, with the free CBD cream in the box. I was also was sent a second package with only CBD cream, something I never ordered but was told was free.I then received multiple Emails accusing me of receiving a duplicate order, and demanding I send it back. I called to politely to inform them I only received the late original order and a second package with CBD cream, that there must have been a mix up. Then Elle in customer service proceeded to rudely accuse me of lying saying it was impossible I didnt receive a duplicate order. No apology for the late package, or apology for this mix up. She didnt ask, but demanded I send her pictures of the package and return the order. She made no attempt to listen to what I had to say. She was rude, arrogant, and unprofessional. I told her to check any pictures of the order, and to check the weight of the packages to see I was not sent a duplicate order. This free CBD ruse seems to be a scam for them to get you to pay for false duplicate orders.They have made no attempt to look at their records, issue an apology, or put any effort into customer service. ********************** is very sketchy, and I strongly advise all to stay away from this business. Online you can find many complaints of lost and late packages without refund, negative reviews of rude customer service, and even lawsuits of fraud for the inaccurate chemical makeup of their products. Its unfortunate with online commerce that businesses like this are continue to operate without consequences. My hope is to share my story to help others avoid being treated so poorly and taken advantage of. Im grateful for the BBB to provide a platform to help put a dent in wrong doing.

  Business Response

  Date: 07/03/2025

  We are sorry to hear this customer was dissatisfied, but we would like to clarify the situation with verified facts.
  
  
  The customer received two separate shipments from us, both of which were marked as delivered by **** with tracking numbers:
  
  9434650105799000403108
  9434650105800001741837
  
  
  
  Each shipment included 30 count 40mg 7-Hydroxy Tablets Mango Chill Extreme, totaling over $172.20 in product value. We do not send CBD cream alone without a qualifying product. The claim that only CBD cream was received is inconsistent with our shipping records, product logs, and verified contents.
  
  
  When our customer service team followed up to clarify the situation and requested photos of what was received, the customer declined to cooperate. Instead, they accused our staff of running a scam, which is an unfounded and inappropriate allegation.
  
  
  We have attached both tracking confirmations showing proof of delivery, and we have also reviewed the phone call between the customer and our representative. While the customer began the call calmly, their tone quickly escalated. Here is a summary of the call:
  
  
  The customer began the call with a polite tone but quickly escalated into frustration. They expressed dissatisfaction about receiving multiple packages and claimed they never received a duplicate order. When the representative asked clarifying questions and explained company policy, the customer became increasingly defensive and accusatory.
  They repeatedly insisted they only received CBD cream and not the high-value product listed in the second shipment. When asked for verification such as package photos or tracking confirmation, the customer refused to cooperate, calling the process a scam and alleging the company was dishonest.
  Their tone throughout the latter part of the call was combative, speaking over the representative at times, refusing to acknowledge the tracking evidence provided, and rejecting any attempt to de-escalate the conversation.
  
  
  Contrary to the claims made in the review, our representative was not rude or unprofessional. Our staff made every effort to resolve the situation appropriately and within policy.
  
  
  We feel this matter was handled fairly and with patience, and we stand by our teams professionalism throughout this interaction.

  Business Response

  Date: 07/03/2025

  Attached is the phone call 

  Business Response

  Date: 07/03/2025

  Please confirm if you received the recorded phone call we submitted.
  
  
  After a thorough review of our records, wed like to clarify that the customers claim that the original order was a month late is inaccurate. The order was placed on June 10, 2025, and according to **** tracking, it was in their hands the next day on June 11, 2025, at 5:03 PM. **** delays are beyond our control. 
  
  
  Subsequently, a second package was shipped on June 25, 2025 as part of a follow-up. Both packages were confirmed delivered and, according to ****, were received around the same time. Rather than contacting us to clarify the duplicate delivery, the customer retained the items and later stated they gave it away to his roommate.
  
  
  In our efforts to investigate and resolve the issue, we requested photos of the packages and the invoices enclosed with both shipments so we can match them up to our warehouse logs. The customer declined to provide any of this documentation, making it difficult to verify the contents or support the claims being made.
  
  
  Based on our records, tracking data, and fulfillment logs, we believe the customer received both shipments of the ************** Tablets Mango Chill Extreme, along with the promotional CBD cream that was included with orders placed at that time.
  
  
  Given the refusal to cooperate with our basic verification process, the inaccurate claims about shipping delays, and the aggressive tone displayed during customer service interactions, we do not feel comfortable fulfilling any future orders for this individual. At this time, we consider the matter closed and will be parting ways with the customer.

• Initial Complaint

  Date:04/13/2025

  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 back in March, my order was shipped and no where on the website said that I needed it to be home to sign for it, well **** to my package and when I went to pick it up, I was informed my package was Lost. I have been fighting with Diamond CBD for weeks on trying to get a replacement order. This company has been ignoring my last 4 emails Ive wrote. Elle was extremely ignorant and provided no help and or resolution at all. If I would of seen all the negative reviews, I would of never ordered from them. Diamond CBD is without a Doubt very unprofessional, Disrespectful, ignorant also a Scam.

  Business Response

  Date: 04/13/2025

  We are writing to respond formally and comprehensively to a complaint submitted by *** ***** ******* regarding a promotional order placed in March 2025 for our Chill Extreme 20mg 7-Hydroxy Tablets. We appreciate the opportunity to clarify this matter and to provide context that has been omitted or misrepresented in *** ******* statement.
  

  1. Promotional Order and Policy Terms
  

  *** ******* order involved a free promotional sample, which, as clearly stated on our website, is limited to one per person and one per household. These limitations are in place to protect the integrity of our promotional offerings and ensure fair access across our customer base.
  The order was processed and shipped promptly via ***** with signature confirmation for secure deliverystandard protocol for high-value sample promotions. According to **** tracking, the package became undeliverable and was eventually marked as lost. Despite this being an issue with the carrier, our team went out of their way to assist *** *******, who was initially unable to complete the checkout process himself. We stepped in and manually helped him place the order for the promotional item. We also informed him that a signature would be required. 
  
  2. Contradictory Product Reviews and False Claims
  Despite later claiming he never received the product, *** ******* left two public reviews that contradict this statement entirely. These reviews confirm he did in fact receive and consume the product and contradict the basis of his complaint:
  
  First review posted March 22, 2025:
  I felt absolutely nothing from these 20mg tabs. Also, these tabs are made by ********. Nowhere in the description does it say these tablets are Dosed brand. Also, these tabs look absolutely nothing like what us the customer will receive. I would Highly recommend purchasing from another Company and not Diamond CBD. To Sum it up these tabs are Very Weak, Nasty Tasting and very very Overly priced. This is the 1st time and Last time, I will ever give DCBD my Business.
  

  Second review posted March 24, 2025:
  2nd review my 1st never got published cause it was in fact a 1-star honest review. These Tablets are from Dosed and are Dosed Tablets. Nowhere on the website does it mention that these tablets are actual Dosed tablets and not Diamond CBD tablets. Also, these are the worst Tablets I have ever had, they are Extremely Weak and Taste absolutely Horrible. I would not be surprised to find out that these tabs had 0 7oh in them. I do know someone had their Dosed tabs tested and they were only found to have 7mg of 7oh in them. I dont like giving bad reviews but I also dont like a company that lies and hides the truth from their customers. Im giving *********************** one more chance to come clean about their tablets and if they refuse I will be going to all social media platforms, including Reddit, to put this company on blast and let millions and possibly billions of potential customers know this place sells bunk 7oh tabs from another 7oh company. DCBD please make it right and be honest. Since I discovered that these 20mg tabs were from Dosed and that they do absolutely nothing and this company hides where these tabs actually came from, I will never purchase another product from this company. As far as all these 5-star reviews go, either they are from people who never had a good 20mg 7oh tablet before and/or are friends, employees, and family members of the company.
  
  These reviews make clear that *** ******* did receive the product and evaluated its taste, effectiveness, and brand labeling, rendering any claims of non-receipt invalid.
  
  3. Policy Violations
  
  After leaving these reviews, *** ******* continued to email our support team daily, often using combative, accusatory, and disrespectful language. One of our agents, Elle, responded professionally and attempted to de-escalate, but the communication quickly turned one-sided and aggressive.
  Additionally, *** *******:
  Created multiple customer accounts, including one under ******************* in order to bypass the one per person, one per household rule.
  
  4. Final Determination
  
  We have determined that *** ******* claims are not only inconsistent, but his actions directly violate our terms of service and promotional policies. The complaint is rooted in a false premise of non-receipt, despite his own reviews indicating usage and dissatisfaction.
  
  Therefore, no reshipment, refund, or further accommodation will be offered in this case. Abuse of our free promotional program, public misrepresentation of facts invalidate any further eligibility for customer support under our policies.
  
  
  We remain committed to serving all of our customers with respect, fairness, and transparency. However, we must also uphold company standards to prevent abuse and protect our team from bad-faith behavior.

  Business Response

  Date: 04/13/2025

  PDF of emails 

  Business Response

  Date: 04/13/2025

  Order Confirmation with free $25 gift card 

  Business Response

  Date: 04/13/2025

  Attached is the other order the customer made with another $25 gift card shipping to a business address. the phone number links up to the customer as well 

  Business Response

  Date: 04/15/2025

  New response from customer

• Initial Complaint

  Date:12/31/2024

  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 shopped at this CBD dealer before in the past. Recently I went onto the website and was browsing to make a another purchase. I was redirected while browsing to a promotional page that said you could claim a free $25 gift card for the holidays. There is nothing on this page that says current users are excluded so I sent out a few and claimed one for myself. Which their system SENT to my account, credited to my account and showed up in my account. There was never and error or anything sent to me on their end. I went through with a purchase and received an email the next day stating that my account was "violating promotional jargan" I said "well whatever" and decided I would just make the purchase NOT using the alleged holiday giftcard. When I went to log in I come to find that my ENTIRE account is banned. I cannot log in, I lose ALL my purchase history and account points that you gain from purchases. I have contacted their customer support and I seem to be talking to a bot.

  Business Response

  Date: 12/31/2024

  Thank you for reaching out and providing details about your concerns. Wed like to address the situation thoroughly to ensure theres clarity.
  
  
  The holiday gift card promotion was intended as a friends and family offer, designed for recipients to share with others outside their own account. While the promotional page did not explicitly restrict current account holders, the terms of the promotion limited the use of one gift card per household.
  
  
  In your case, the system sent the holiday gift card to your account, and it was applied to Order #*******. Upon review, we identified a violation of the promotions intended use, as well as the creation of a second account ************************* to claim another gift card, which further exceeded the one-per-household limit.
  
  
  As a result:
  Order #******* was canceled because it utilized the gift card inappropriately.
  Due to repeated violations of the promotional terms, your account was disabled.
  
  
  Weve attached copies of all related invoices and communications for your reference. If you have additional questions or believe theres been an error, please dont hesitate to contact us directly. We value your previous support and regret any inconvenience caused by this matter.

  Business Response

  Date: 12/31/2024

  Weve attached your account history and related invoices for your reference. If you have further questions or feel theres been a misunderstanding, please dont hesitate to contact us.
  

• Initial Complaint

  Date:12/11/2024

  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.

   
  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,
  
  ***** ******

  Business Response

  Date: 12/12/2024

  Hello ******,

   

  Thank you for reaching out to us regarding your order. We understand your frustration, and we apologize for the inconvenience caused by the delay.
  
  
  Upon review, the tracking information for your order shows that it is currently delayed in transit. **** has experienced some delays, which may have impacted your shipment. We do offer *** as an alternative shipping option for faster delivery, as well as priority services to expedite processing and shipment times.
  
  
  If your package has not been delivered by Monday, December 16, please contact us so we can further assist you.
  
  
  We appreciate your patience and understanding. If you have any further concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:11/29/2024

  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.

  Complaint Summary:I am filing a complaint against Diamond CBD, a company that specializes in selling CBD products, for failing to process my order and for providing no response from their customer support team. My order has been stuck in under review status for an extended period, and despite several attempts to contact their customer service, I have not received any communication or assistance.

  Business Response

  Date: 11/29/2024

  Dear *****,
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to *********************************** and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  Dear ***** & ****
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  Dear ***** & ****,
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  Dear *****,
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  we let the customer know we can approved once we get a valid ID which they do not want to send 

• Initial Complaint

  Date:11/29/2024

  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 11/28/24 I purchased a disposable vape and 7 pills but my order status has been marked as under review. I have contacted customer support but they didnt even bother looking at my message or anything even tried reaching out via email yet no response and my order has been stuck like this.

  Business Response

  Date: 11/29/2024

  Dear ***** & ****
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  the customer is refusing to follow protocol with id verification 

• Initial Complaint

  Date:10/05/2024

  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 a combo pack of what was suppose to be live rosin sauce, live resin, sugar crumble and diamonds. What I received was 3 grams of unflavored distillate and 1 gram of dry unflavored diamonds. This website shop is a scam that is selling fraudulent items. I am looking to get a full refund as soon as possible. This is unacceptable.

  Business Response

  Date: 10/08/2024

  Hi ****,
  
  We sincerely apologize for the confusion with your order. Its important to clarify that you left this review before giving our customer support team the chance to assist you. You reached out to us over the weekend, and since our hours are Monday through Friday, 9 AM to 6 PM EST, we were able to address the issue and process a full refund as soon as our team was back in the office.
  
  We always strive to provide the best service and resolve any concerns as quickly as possible. If you have any further questions or need additional assistance, feel free to reach out during our business hours.

• Initial Complaint

  Date:08/22/2024

  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 8/1/24 I made a purchase. It was $44.99 prior to tax ect. Anyways I ordered a pineapple express vape pen. When i received I did what directions said. I tried charging it everything. It was defective and today is 8/21/24 and at least over other day since I got my order I have tried contacting this company and their support time in one way or another with no response or reply at all! So I got scammed and they probably don't even have a customer support team. If so they need to be fired cause they are not doing their jobs

  Business Response

  Date: 08/22/2024

  Dear *********************************,
  We sincerely apologize for the inconvenience you've experienced with your recent purchase of the Pineapple Express vape pen. We understand how frustrating it can be when a product doesn't work as expected, and we are committed to resolving this issue for you.
  Upon reviewing our records, we see that our support team attempted to contact you via email on both August 16th and August 19th. Additionally, we made a phone call on August 19th, but were unable to reach you, as the call was not answered and our follow-up attempts were unsuccessful. Its possible that our emails may have ended up in your spam or junk folder, so we kindly ask that you check those folders.
  We understand that it may seem like you've been ignored, but we assure you that our team has been actively trying to assist you. To expedite the resolution, please contact us directly at ************ so we can troubleshoot the issue with your vape pen.
  Your satisfaction is important to us, and we are here to help resolve this matter as quickly as possible.
  Thank you for your understanding.

• Initial Complaint

  Date:08/13/2024

  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.

   
  Complaint: 22136164
  
  I am rejecting this response because:
  
  It is untruthful that I did not provide an accurate shipping address as provided in the image, and they refuse to refund until I got in contact with the BBB I dont see why I should have to verify something that I inputted correctly that you guys messed up

  Business Response

  Date: 08/14/2024

  Thank you for getting in touch with us regarding your recent order. We sincerely apologize for any frustration this situation has caused.
  Upon reviewing your order, it appears that the shipping address provided did not include an apartment number, which led to the package being returned to us. To ensure that the reshipment is sent to the correct address, we kindly requested a form of ID or a utility bill to verify the address update. This request is part of our standard procedure to protect both your order and personal information.
  We understand your concerns about sharing personal documents through email. If you're uncomfortable with this method, we are more than happy to explore alternative ways to verify your address that protect your privacy and maintain security. Please let us know if you'd prefer a phone verification.
  Regarding the payment for your order, since two free gift cards were used, we are unable to process a refund for the gift card balance. However, we have refunded the remaining $2.98 to your original payment method as a gesture of goodwill.
  We regret that we're unable to reship the order without verification, but we want to ensure your package is delivered correctly. If you decide to proceed with the verification, please let us know how you'd like to do so, and we'll do our best to accommodate your preferences.
  Thank you for your understanding, and we appreciate your cooperation in resolving this matter.

  Business Response

  Date: 08/23/2024

  Dear *****************,
  Thank you for contacting us regarding your complimentary orders. We understand your concerns and would like to clarify our process.
  Our records show that the order was returned to us due to an issue with the shipping address. While we acknowledge that this situation is frustrating, please note that our goal is to ensure that your order is delivered safely and accurately.
  As part of our standard procedure for orders returned to us, we require verification of identity before we can reship your order or issue a refund. This is especially important given that our products are only available to customers who are 21 years of age or older. Therefore, we ask that you provide a valid photo ID to confirm your identity and age. This verification step is essential to protect against any potential fraud and to comply with legal requirements.
  We understand that you believe the address was input correctly, and we are not questioning your accuracy. However, to move forward with resolving this issue, we must complete the verification process as outlined.
  Once we receive your valid photo ID, we will proceed with either reshipping your order or processing your refund, depending on your preference.
  Thank you for your understanding and cooperation. We look forward to resolving this matter promptly.

• Initial Complaint

  Date:07/12/2024

  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.

   
  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,
  
  *************************

  Business Response

  Date: 07/17/2024

  Hi there *****,

  Thank you for reaching out to us regarding the issue you encountered with our recent buy one get one free (BOGO) promotion. We sincerely apologize for any confusion and inconvenience this may have caused you.
  We understand your frustration with the pricing. Our intention is always to provide clear and beneficial offers to our customers, and it is clear that in this instance.
  Looks like we were able to reach out to you and offer a solution so we are glad to see we are back on the right track!
  We appreciate your understanding and patience as we addressed this matter. Your feedback is invaluable to us, and we are taking steps to ensure such issues do not occur in the future. If you have any further concerns or questions, please do not hesitate to contact us directly.
  Thank you for bringing this to our attention and for giving us the opportunity to make things right.