Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2024

  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.

  In May 2022, I contacted 3Chi to return an order purchased with my Ollo Mastercard. A 3Chi representative agreed to accept the return and issue a refund, providing a return label. I returned the order promptly as instructed.However, despite receiving the returned order, 3Chi did not issue the refund. When I followed up, they changed their position and refused to process the refund. I contacted **** to dispute the charge, submitting all required documentation. Ollo initially credited my account, but in August 2022, they reversed the credit and charged me again for the full amount without explanation.I contacted Ollo several times to understand how they allowed 3Chi to keep both the returned product and my payment. Despite my efforts, I was repeatedly transferred without resolution. As a result, I have not received a refund, while 3Chi retains both the product and my payment, which is unfair. I believe Ollo facilitated this by failing to protect my consumer rights.The situation was worsened by Ollos credit reversal, which occurred during a business trip, leading to my card being declined at a business dinner and hotel checkout, causing considerable inconvenience.I acknowledge that this complaint is being filed over a year after the initial transaction. The delay was due to not only my ongoing efforts to resolve the issue with 3Chi and Ollo but also significant personal health challenges during this period. I contracted COVID-19 twice and underwent two knee surgeries, which further delayed my ability to pursue this matter. Despite these difficulties, I have provided extensive documentation and pursued resolution through the proper channels. The continued failure of both 3Chi and Ollo to resolve this issue has left me with no choice but to file this complaint with the Better Business Bureau.

  Business Response

  Date: 09/20/2024

  To whom it may concern,
  
  This response is to address a concern that was submitted on 9/19/2024 and was assigned a case ID of ********. Our customer support and sales teams always strive to accommodate customer requests in accordance with company policies. In the case of Mr. ******** order placed in May 2021, the actions carried out followed protocol.
  
  As per our records, Mr. ****** requested to exchange 8 SKUs from his recent order. We have a phone recording from this period in which this request was clearly communicated. In response, our sales team member promptly issued a return label via email, with the shipping costs covered by the company, for Mr. ****** to return the 8 items in exchange for a new ***. Per the procedure, once the package was returned, we would have sent out the replacements, with shipping costs again covered by the company.
  
  However, we do not have any record of receiving the shipment from Mr. ****** or any further communication from him after May 12, 2021. As a result, no further action was taken. At the time, the company's policy required the receipt of the items before any exchange could be processed. Therefore, if the items were not returned to us, the replacement SKUs would not have been shipped.
  
  In regard to the refund requested in the amount of $1080.00, the total of the items asked to be exchanged totaled $120.00. If we did not receive the items back in the mail, we would not move forward with an exchange or a refund, nor would a complete refund be given when a customer maintains the products.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  To whom it may concern,
  I strongly contest 3Chis claims regarding my return and the subsequent lack of a refund. In their response, 3Chi states, We do not have any record of receiving the shipment from Mr. ******* This assertion contradicts the email I received from their representative, *****, which I have attached for reference. In her email, ***** confirmed that the returned products were received and inspected, indicating that the shipment was indeed received by 3Chi.
  Additionally, Tashas email acknowledges that the items were checked for expiration dates, which further confirms that 3Chi is aware of the returned products. I returned $1,080 worth of product.
  During my initial conversation with ****, another representative, I was assured that I would be fully refunded for the returned items, with no mention of a restocking fee. ***** later introduced this fee, which is inconsistent with the agreement I had with ****.
  The fact that 3Chi is now claiming they did not receive the product is unfounded, especially given that they received the returned items as evidenced in Tashas email. This is not only deceptive but also an unfair tactic to avoid processing my refund.
  I followed the return instructions in good faith, and now I am left without a refund or the items I returned. I urge the Better Business Bureau to consider the attached email as proof that 3Chi received my shipment and to hold them accountable for their misleading statements, deceptive tactics, and failure to resolve this issue appropriately.
  Sincerely,
  ***** ******
  

  Business Response

  Date: 09/25/2024

  To whom it may concern,
  
  The additional attachments were beneficial. Due to this case being from May 2021, and nearly 3  years old, we have had personnel and software changes so some of the documentation the customer provided was not immediately available but is now available. ***************************** with ****, the tracking number is too old to show activity and could not be verified as received when it was recently checked, nor were they able to provide confirmation. 
  This situation came about from an unauthorized return from the customer in May 2021, when this was done it left an open balance, and confusion on how the customer would like to move forward. The lack of communication from the customer caused this situation to stall. We are now in September 2024,and the customer has decided to revisit the issue in the form of a complaint when he was previously contacted multiple times asking for direction for a resolution.

  
  As you can see in the explanation of the email from the company, attached and labeled as "*****- Follow up", we were waiting for a response from the customer, so we knew how to proceed, this communication took place on June 1, 2021. There was a phone call with the customer on June 10, 2021, where the customer was asked if he had read the email outlining the unauthorized return. The customer stated that he hadn't dug into it but didn't see why there was a hold-up. The conversation ended with the customer declining to acknowledge the details of the email and said he would be contacting his credit card company. The company made attempts to resolve the situation on May 18, 2021, June 4, 2021, and June 9, 2021. The customer sent an email on May *******, stating he would call that day. The company does not show a phone conversation was logged on that date from the customer. In addition to the companys outreach, an email was sent on July 2, 2021, to the customer again explaining the breakdown of the restocking fee and the open balance for keeping products that did not meet the requirements for wholesale pricing.  It was previously discussed with the customer on May 13, 2021, that our wholesale order minimum is $250, which the customer acknowledged on May *******, and agreed to reach the minimum amount for wholesale pricing for his unauthorized return. Again, there was no returned contact from the customer.The email to the customer dated July 2, 2021, outlines the situation and what balance is owed. The customer opened this email a total of 7 times from July ******, to July 5, 2022, but never reached back out.

  
  We did agree to exchange 8 SKUs for the customer and agreed to cover all expenses associated with shipping the exchanged items. An unauthorized return was made, and the product that was kept by the customer did not meet the minimum requirements for wholesale pricing.

  
  Currently, there has been no documentation found from the company that shows communication a full refund would be given as the customer's actions and request for a return or refund were outside of company policy,which was provided multiple times. The customer's request for a refund of $1080.00 is unfounded. The customer made an intentional purchase to obtain wholesale pricing and then knowingly returned products while keeping a portion of the order at a lower price. The customer failed to acknowledge this or a means to move forward. 

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for the opportunity to respond.
  The core issue here remains unchanged: 3Chi received the returned product in accordance with our agreement, but they have neither refunded my money nor provided a legitimate reason for keeping both the product and the payment. Their latest response continues to shift the narrative in a way that is both inconsistent and irrelevant to the central facts.
  They claim the return was "unauthorized," but as demonstrated in the email from their representative *****, 3Chi acknowledged receiving the returned items. Moreover, ****, another 3Chi representative, assured me during our initial discussion that I would be refunded. There was no mention of any restocking fee or unauthorized return during this conversation. If the return was truly "unauthorized," why didnt 3Chi simply send the products back to me instead of holding onto both the returned items and my payment?
  Their attempt to reframe the issue as one of poor communication or missing details is simply another tactic to justify keeping both my money and the returned product. Their continued efforts to shift blame onto me, the customer, obfuscates the central point: they are unduly enriching themselves by holding onto the returned products and refusing a proper refund.
  Furthermore, their response does not offer any clear resolution or attempt to resolve the matter after nearly three and a half years. Instead, they attempt to introduce confusion, contradictory claims, and changing details about policy enforcement. This ongoing lack of resolution, despite clear evidence of the returned products, shows a troubling pattern of mismanagement and dishonesty.
  In closing, I ask that 3Chi either issue the full refund as originally agreed upon or return the products that I sent back. They have held both the returned items and my money long enough, and it is time for them to offer a fair resolution.
  Thank you for your time and consideration.
  Sincerely,
  ***** ******
  
  

• Initial Complaint

  Date:10/28/2023

  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 product from them I just received and it keeps leaking out nasty liquid and clogs up the liquid that leaks out gives me a headache and the costomer service from 3chi says they don't see it as there problem or a cause for refund. I did not pay for something that doesn't work and I buy from here all the time I even called the costomer service and the guy there said that the online support has the final say! I cannot believe I was actually ignored. I just got it and I either want my money back or something the same price I offered to send it back so they can see for themselves! It's not fair after everything I buy from there and they don't care about a costomer getting a bad product after they pay for it. I have the order number as well

  Business Response

  Date: 11/08/2023

  To whom it may concern,
  
  This letter is to acknowledge the complaint received on 10/30/23, case ID ******** for ***************************. We would like to apologize for ****** most recent experience and understand his frustration with the response received from our support staff. However, on the original inquiry it was said that the vape caused the customer to throw up because of the feeling. While we stand behind the quality of our products, the effectiveness/taste of a product is not a valid reason for a refund, as cannabinoids affect everyone differently. Although both complaints differ, we moved forward with refunding the Delta 9o Disposable Vape - Pineapple Express - 1ml for $21.29, due to Dylon being a loyal customer.
  
  The documentation provided for this case includes:

  
  Case ID #******** Order Details
  Case ID #******** Transaction Receipt
  Case ID #******** *************************** HubSpot
  Case ID #******** *************************** HubSpot Ticket
  
  We hope this information has provided the insight necessary to resolve this issue.
  
  Kind regards,
  3Chi LLC
  Operations Team - LD
  *********************

• Initial Complaint

  Date:07/29/2023

  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.

  My company has been a customer of ******************** for a few years now. We made a purchase with them June 9th, Order ID # *****************. We returned 2 cases of products on June 16th. Since that date, I haven't heard anything from 3chi about a credit on my account or refund on my credit card. It has been over a month and have left multiple voicemails, emails and phone calls to this company. I am not sure what to do at this point. I am expecting a refund or a credit of the amount of $150.

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  
  This letter is to acknowledge the complaint received on 07/29/23, case ID ******** for ****** ***. We would like to apologize for Mrs. *** most recent experience and the delay in receiving a refund for the returned items. Due to restructuring and a high influx in orders,tickets, and phone calls some communication was missed. After receiving this complaint,our support staff contacted the customer to rectify the issue. The customer has now been successfully refunded the total amount of $150 for order ID # *****************.
  

  The documentation provided for this case includes:

  
  Case ID #******** Transaction Details
  Case ID #******** HubSpot Tracking 1
  Case ID #******** HubSpot Tracking 2
  
  We hope this information has been provided the insight necessary to resolve this issue.
  Kind regards,
  
  3Chi LLC
  Operations Team -LD
  **********************

  
  

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *******************

• Initial Complaint

  Date:10/11/2022

  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.

  Hello I received an email saying that my order s113948 has been canceled. I have been calling the phone number provided to me which is ******************, but never got through.I have been a long time customer of Skyhio and by extension, ********************** Every month and a half to two months, I order 10 Delta8 carts for personal use. Every single time I ordered, it usually shows up within the next couple of days without any hassle, i.e. me having to be home to sign for anything. I work from 9:00 to 7:00 and by the time I get home it usually is delivered already (sitting on my porch)May 10th, I received an order with 1 missing cart. I reached out to the company and received an email on May 16th stating I have to provide all necessary documentation proving that I did in fact receive an item less than what I ordered. Why would I lie about not receiving something that I ordered when I have ordered multiple times and there is no issue? I also usually order the exact same thing so there is absolutely no excuse for such terrible customer service, basically insinuating that I lied about a missing item in order to get a free product.I placed another order around the beginning of July and specified in the order to make sure that all of the items I ordered are accounted for because I do NOT wish to go through some more customer support issues. This time, somehow, someone put a signature request on my delivery, and since *** required a fee to pick up the items, I was obviously frustrated for having to pay to pick up something that I have ordered multiple times without having to sign or do anything of sort. Being frustrated as the situation does not improve even after speaking to a customer representative, I threatened to go through my credit card company to get back the *** fee that I had to pay, which I DID NOT GO THROUGH WITH (I DID NOT INITIATE A DISPUTE OR A COMPLAINT OR ANYTHING).I placed another order in September and it got canceled without any further explanation.

  Business Response

  Date: 10/21/2022

  To whom it may concern,

  
  3Chi is a CBD/hemp manufacturing company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally. While we are still in the early stages of dealing with a quickly growing online market, we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.

  
  This letter is to acknowledge the complaint received on 10/11/22, case ID ******** for *****************. We would like to apologize for Mr. ***** most recent experience with our support team. However,our records show weve had correspondence with the customer via phone and email. If you refer to Skyhios Refund Policy it states, If a product arrives damaged/unusable, or your shipment is missing any products you must notify us the day of product arrival via phone or email at ******************* The email must contain: Your order number in the subject line, A description of what happened, Photo of the product in question,Photo of the box, Photo of the packaging slip. Our product specialist requested this information because it is apart of our policy.
  

  Furthermore, due to the **** Act all vape products require adult signatures. After reviewing the customers purchase history, each order contained vape cartridges and required an adult signature. We understand the customers frustration and believe the carrier mustve signed for the customer when the package was delivered. When customers are unable to sign for their package, we recommend they sign up for *** My Choice and pick up the package at an access point.
  
  In conclusion, per our Terms of Service it states, Note that any attempt or request to cancel or chargeback an order after it is placed or shipped, will be viewed as attempted fraud and a violation of our Terms of Service, and we may, in our sole discretion, prevent you from ordering from any or all websites and retail locations operated by us or our affiliated companies.

  
  https://www.skyhio.com/terms-of-service/

  
  The documentation provided for this case includes:

  
  Case ID #******** Refund Policy
  Case ID #******** Frequently Asked Questions
  Case ID #******** HubSpot Tracking 1
  Case ID #******** HubSpot Tracking 2
  
  
  We hope this information has been provided the insight necessary to resolve this issue.
  

  Kind regards,
  
  3Chi LLC
  Operations ********
  ***********************

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They described to me that I would be given a full refund for any un-used products. The products they sent me had a fowl stench and did not seem like anyone should be consuming it. I called and was met with rudeness claiming that I could not get my money back. They refunded my shipping but not the actual products themselves which was around $70 in total before shipping.

  Business Response

  Date: 10/14/2022

  To whom it may concern,
  
  3Chi is a CBD/hemp manufacturing company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally.While we are still in the early stages of dealing with a quickly growing online market, we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.
  
  This letter is to acknowledge the complaint received on 10/07/22, case ID ******** for ************************* order #******. We would like to apologize for ******************** unpleasant experience with our company. On September 12th, 2022, our support team was in contact with the customer about his purchase. The customer was advised to return the products for a refund. Once the items were received, we moved forward with refunding the purchased items. In the image provided by the customer it shows the vapes were refunded. After the customers complaint was reviewed, we moved forward with refunding the shipping amount.
  
  As requested, ************************* has been refunded the full amount of $71.48.  
  
  The documentation provided for this case includes:
  Case ID #******** Order Details
  Case ID #******** HubSpot Tracking
  
  While we stand behind the quality of our products, the effectiveness of a product is not a valid reason for refund, as cannabinoids affect everyone differently.
  
  We hope this information has been provided the insight necessary to resolve this issue.
  
  Kind regards,
  
  3Chi LLC
  Operations Team
  **********************