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:08/19/2025

  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.

  On July 29, 2025 we placed Order #******* with Hydration Depot for Sqwincher Sqweeze Freezer Pops. The Hydration Depot website listed the packaging as 15 sealed bags per case, 10 pops per bag. Since we needed the items in bags, we confirmed in writing with sales rep *** ****** ********** that they would be fulfilled in this manner. Hydration Depot instead delivered ****** loose, unbagged pops, contrary to the listing and Amys written confirmation. We notified the company immediately and escalated to Operations Manager ***** *******. We were repeatedly told a return could not occur because it was a food item. We argued it was a fulfillment error, therefore, we should be provided a call tag and refund. ****** proposed solution was to keep the items and manually sort and bag ****** units for an error that was entirely theirs. We also reached out via email to ******* *********, President of the parent company of ***************, and received no response. This is a straightforward case of nonconforming goods and material misrepresentation. The product received does not match the specifications advertised and confirmed, and the company has refused basic remediation. It is worthwhile to note that as a result of this situation, *************** has updated their website to indicate that the pops are no longer fulfilled in bags. This provides further evidence that our shipment was a fulfillment error. We are seeking a call tag and full refund for the amount of $12,127.20.

  Business Response

  Date: 08/20/2025

  Order #******* was shipped in full, manufacturer-sealed cases exactly as produced by *********, with no repackaging by ***************. The order was fulfilled correctly in the same product, quantity, and kind as purchased.
  In July 2025, Sqwincher made a mid-season change to this SKU from 15 small bags per case to a single bulk-sealed bag of ******************************************************************************* order to prevent unauthorized resale and to increase production so summer demand could be met without backorders. We have attached a signed letter from ********* confirming this change.

  The complainant references a June ********************************************************************** a box. That statement was accurate. All items shipped in original manufacturer-sealed cartons, and the order placed on July 29 was fulfilled in that manner after the packaging change had already been implemented.

  Hydration Depot has acted in accordance with its published Terms & Conditions, which specify that the company is not liable for manufacturer-driven changes beyond its control, that food and beverage items are excluded from return, and that website information may occasionally contain inaccuracies during transitions.

  While a refund was not possible under these terms, we acted in good faith to provide options. This included written explanations of the manufacturers change, searching for any remaining inventory of the prior format, offering to provide packaging materials at no cost to help meet the customers needs, and sharing Sqwinchers signed confirmation.

  These efforts were intended to assist the customer in working with the product received, not to shift responsibility. 

   The order was fulfilled correctly, and Hydration Depot remains committed to transparency and to supporting our customers within policy.

   

  Customer Answer

  Date: 08/21/2025

  Complaint: 23770684

  I am rejecting this response because:

  While Hydration Depot asserts that the order was fulfilled correctly, the core issue remains unaddressed: I made this purchase based on explicit representationsboth on their website and in direct email correspondencethat the Sqwincher popsicles would be packaged in bags of 10. I specifically asked whether the popsicles would arrive loose or bagged, and was assured in writing that NO we do NOT get them thrown in a box. This assurance was a critical factor in my decision to place a $12,000+ order.

  Hydration Depot now claims that the manufacturer changed the packaging format in July 2025. However, my order was placed on July 29, and I was never informed of this change prior to shipment. If the packaging format had already changed, it was **************** responsibility to update their website and notify customersespecially those who had asked about packaging in writing. Instead, they updated the website after my complaint.

  The companys offer to provide packaging materials after the fact does not resolve the issue. I did not purchase ****** loose popsiclesI purchased a product that was represented as bagged. Loose popsicles are not suitable for my intended use and present logistical and sanitary challenges.
  

  I understand that Hydration Depot may not control manufacturer decisions, but they are responsible for the accuracy of their product representations and communications with customers. Their Terms &Conditions do not absolve them of misleading advertising or misrepresentation. 

  Making a statement that they acted in good faith to provide options implies that a reasonable resolution was offered.  The options they describe include two statements, simply reiterating the packaging change by the manufacturer, which is not a resolution; an offer for me to bag ****** loose popsicles; and the only real proposed resolution being a search of their inventory to identify stock to fulfill our actual order, which they never responded about.
  

  To resolve this matter, I am requesting:

  A call tag to return these items and a full refund.

   Alternatively, Hydration Depot may provide the originally promised order of 10 pops per bag to fulfill my order as placed.

   I remain open to a reasonable resolution and hope Hydration Depot will take accountability for the miscommunication and its impact.

   Sincerely,

   ***** Van *************

  Business Response

  Date: 08/28/2025

  Hydration Depot fulfilled Order #******* exactly as supplied by *********, in the correct SKU, case count, and units. The June 30, 2025 email confirmed only that we do not repackage products; it did not guarantee 10-count inner bags. By the time the order was placed, ********* had already transitioned this SKU to bulk packaging, a manufacturer-driven change now used across all distributors. As a consumable food product, the order cannot be returned, and bagged replacements are no longer produced.
  We have remained open to communication and offered practical assistance with packaging supplies at cost, but the customer has declined to discuss solutions by phone. The complaint and subsequent rejection focus on broad arguments rather than the actual facts of this order. Given that the order was fulfilled correctly and within all compliance standards, we respectfully request that this case be closed.
  

  Business Response

  Date: 08/28/2025

  We would like to address the rejection of our prior response.The June 30, 2025 email from our representative stated: NO we do NOT get them thrown in a box. We get them directly from Sqwincher properly as a Premium Distributor. This was accurate in confirming that Hydration Depot does not repackage or alter goods. It did not guarantee that the product would arrive in 10-count inner bags.

  By the time Order #******* was placed on July 29, 2025, Sqwincher had already converted this SKU to its current bulk format. Hydration Depot shipped the order exactly as supplied by the manufacturer in the correct SKU, case count, and units.

  We remained available by phone and email to explore alternatives, but ********** declined phone discussions which limited the ability to review his process and identify workable solutions. While consumable food products cannot be returned once shipped, we remain willing to assist with packaging supplies at our cost if bagging is required for internal use.

  A call tag, refund, or replacement in bagged format cannot be provided because that product is no longer manufactured. Hydration Depot fulfilled the order as produced by ********* and remains open to reasonable, policy-compliant solutions.

  Customer Answer

  Date: 09/04/2025

  Complaint: 23770684
  

  I am rejecting this response because:

  I appreciate Hydration Depots continued engagement, but their latest response still fails to address the central issue: misrepresentation of the product at the time of sale. This is not a dispute over manufacturer changesit is a dispute over what was promised and advertised when I placed my order.
  

  On June 30, 2025, I explicitly asked whether the popsicles would arrive loose or bagged. I was told, in writing, NO we do NOT get them thrown in a box. This was not a general statement about repackagingit was a direct response to my concern about receiving loose popsicles, which I had experienced with another supplier as you can see in the email that I sent to ***. That assurance was material to my decision to place a $12,127.20 order.
  

  In addition to the direct email assurance from ***, on July 29, 2025the day I placed my orderthe Hydration Depot website still showed the product as packaged in bags of 10. Please see previously submitted screenshot of the website. If the packaging had changed prior to my order, it was **************** responsibility to update their website and notify customers, especially those who had asked about packaging in writing.

  Hydration Depot claims the packaging change occurred in July. My order was placed on July 29. No notice of this change was provided before shipment.Instead, I received ****** loose popsiclesunsuitable for my intended use and not what I agreed to purchase. 

  Hydration Depots offer to send me bags to repackage the popsicles is not a resolutionits a workaround that shifts the burden onto me. I did not agree to receive bulk product requiring manual sorting and bagging. Their refusal to offer a refund or replacement, citing food product restrictions, ignores the fact that the sale itself was based on misleading information.
  I think it is also worth noting that *************** has repeatedly stated that food products cannot be returned. However, I have reviewed prior BBB complaints in which Hydration Depot did allow the return of food items. This suggests that their policy is not absolute and that exceptions have been made. If exceptions are possible, then denying a return in this casewhere the product was misrepresented at the time of saleappears arbitrary and inconsistent. It reinforces my concern that the company is using the food product label to avoid accountability rather than apply fair and reasonable standards.

  As it relates to Hydration Depots comment about my refusal to speak by phone: I chose to communicate exclusively via email to ensure clarity and accountability. This was not a refusal to resolve the issueit was a deliberate and reasonable decision to maintain a written record, especially after Hydration Depot began to reinterpret prior written statements. In disputes involving product misrepresentation, written communication is essential to avoid misunderstandings and preserve evidence. I remained responsive and engaged throughout, and my preference for email did not prevent Hydration Depot from offering a resolutionit simply ensured transparency.

   I remain open to a reasonable resolution, but I am prepared to escalate this matter further. I am currently preparing complaints to both the ***************************** since the product was shipped to **** and the ******************************** for deceptive trade practices. Depending on the outcome, I will also be exploring a civil claim for breach of contract and misrepresentation.

   To resolve this matter, I again request:

  -A call tag and full refund
  

  -Fulfillment of the original order as represented: Sqwincher popsicles in bags of 10, not loose.
  

  -As a third option, I would request a full refund, then I would donate the product locally if Hydration Depot is unable to accept a return due to food safety policies. This would allow the product to be used rather than wasted, while resolving the matter fairly and ethically. If Hydration Depot wishes to donate these themselves, a call tag and refund can be provided and the product can be donated by them directly.

  This issue has now been ongoing since August 3rd, when I initially contacted Hydration Depot about the error. I feel the responses from Hydration Depot have been consistently deflective with an unwillingness to accept accountability for the issue. I had hopes that a neutral third party could assist in a resolution, but based on the two responses to the BBB inquiries it appears there is no acceptance of fault that Hydration Depot is willing to make. Though I remain open to any reasonable resolution, I am concerned that continuing this dialogue will not accomplish anything.  I will allow the time for one final opportunity for resolution via the BBB that resolves the matter, but absent that I will move forward with other alternatives.

  Sincerely,

   ***** Van *************

• Initial Complaint

  Date:05/21/2025

  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 purchased what I thought were Sqwincher Freezer Pops from ***************. I received powder Qwik Stix. This is the description on their website: "Sqwincher Zero Sugar 20oz Individual Sticks Bundle - Assorted Flavors", hence the confusion. The Qwik Stix are .11 oz., which isn't in the description, nor is there anything in the description about Quik Stix. I would like to return this for free and receive a full refund. I've emailed and left a chat message so far to no avail. I also had an instance last year where I tried to order Sqwincher Freezer Pops and I waited and waited for my order to arrive only to be strung along throughout the summer when they knew they didn't have them in stock. They never came in that summer.

  Business Response

  Date: 06/06/2025

  1. Summary of the Customers Complaint
  The customer ordered an item listed as Sqwincher?Zero?Sugar?20?oz?Individual?Sticks Bundle Assorted?Flavors. Believing this to be Sqwincher?Freezer?Pops, the customer instead received Sqwincher?Qwik?Stix powder packs. He requested a free return and full refund.
  2. Timeline of Our Actions
  Date Action
  May?28,?2025 E-mailed a pre-paid ***** return label for the powder sticks (RMA?2068564KC) and shipped three cases of Sqwincher?Zero freezer pops at no charge.
  May?29,?2025 Customer confirmed receipt of return label.
  May?31,?2025 Replacement freezer pops delivered; return package in transit to ****************
  June?5,?2025 Follow-up e-mail sent to confirm delivery and full resolution.
  June?6,?2025 Customer replied: I did get the freezer pops, thanks.
  
  3. Resolution Provided
  Return Accepted at Our Expense We covered all costs to bring the powder product back, even though food goods are ordinarily non-returnable.
  Correct Product Supplied Free-of-Charge Three cases of Sqwincher?Zero freezer pops shipped immediately, also at our expense.
  Issue Confirmed Resolved The customer acknowledged safe receipt of the pops and did not pursue a refund once the correct product was delivered.
  4. Our Ongoing Commitment
  Although the original listing accurately describes Sqwincher?Qwik?Stix powder, we understand how similar product names can cause confusion. *************** remains committed to getting the right product to every customer quickly, and we routinely review orders that mention freezer pops to double-check the customers intent before shipping.
  We appreciate the opportunity to serve *********** and consider this matter fully resolved. Should any further concern arisesuch as the minor leakage the customer notedwe will replace affected items at no cost.

  Customer Answer

  Date: 06/20/2025

   
  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,
  
  ******** *******