Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I purchased a blue raspberry CBD vape pen and delta-9 THC/CBD magic melon sativa gummies from CBDfx. A few days later, I received an email indicating my shipment would be delivered the following day. It was not delivered. I emailed the company and received no response. The following day I sent another email and received no response. About a week after the originally promised delivery, the items were delivered.I wrote a negative review for both products (both reviews have been suppressed by the company) and finally received a response, indicating that a duplicate shipment would be sent to me to make up for the hassle. They requested an alternate address, which I sent. The following day they indicated that since I actually received the order, they wouldn't be sending the complimentary order. After some back-and-forth, the customer service *** made very clear that he didn't care that he had lied about the prior messages and that they were not honoring their word. The promised complimentary products associated with my original order have still not been sent.

  Business response

  12/13/2024

  Hi *******,

  Thank you for allowing us to respond. 

  We apologize for the delay in your shipment. The shipping method selected for your order was  **** Ground Advantage (5-7 Business Days).  Unfortunately, **** is experiencing significant delays, likely due to the high volume of online sales from Black Friday and Cyber Monday. 

  We understand there were several days without updates from ****, and at CBDfx, we are always happy to assist when shipments appear to be potentially lost. 
  In such cases, we may offer a courtesy reshipment, which is what was offered for your delayed order, which we deemed potentially lost. However, upon reviewing your alternative address confirmation on December 11th, we found that **** had successfully delivered your shipment to your mailbox on December 11, 2024, at 2:58 PM.

  As the shipment was confirmed delivered, the reshipment was no longer necessary. While we did offer a replacement order earlier, we regret that we cannot process a second shipment of the same order due to the confirmed delivery of the original order.

  We have offered a 45% discount code for a future purchase, along with free shipping. Additionally, while the shipping method chosen was not expedited, we will be refunding the shipping charges for your order.
  We apologize for any confusion caused and appreciate your understanding.

  Team CBDfx
  

  
  

  Customer response

  12/13/2024

   
  Complaint: 22683583
  
  I am rejecting this response because: it is inconsistent with the promised resolution from the company: a courtesy duplicate order due to the shipping hassle.  The responses from this company have been dishonest and very shady.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CBD gummies were purchased with the understanding that the product is ND-THC..Non Detectable THC. I have taken the product for about 3 weeks now and decided to do a home test for THC and it came up "Preliminary Positive". I ordered the product for extreme back pain and it seemed to be working. I am in the Commercial Transportation Industry and therefore am subject to random drug test. It's a good thing that I thought to check on my own before being called in on a random. I did reach out to the ************ and was told on more than one occasion to "stop using the product" if I was concerned. Hardly a way to respond to a customer who in good faith trusted the representations of the company. Very discouraged

  Business response

  01/12/2024

  Hi *****,
  
  Thanks for allowing us to respond and we're so sorry to hear this. 
  
  Products that contain Broad Spectrum CBD mean that they have non-detectable ***; below the ****% threshold. Its highly unlikely that broad-spectrum CBD, would show up on a test. Products with CBD isolate should be even safer.
  
  Some tests may be looking for cannabinoids in general, and if that is true in your case, then you will not pass the test as CBD is considered a cannabinoid. Some tests may also show a false positive. Broad Spectrum CBD has been processed to remove all ***. It does not contain *** but like an isolate, metabolites may still be present. This does not mean you're testing positive for ***. 
  
  CBDfx is very transparent about the *** content in our products.  Lab Reports are available for all products on our website that shows you a detailed breakdown of the exact *** levels for each of your products. 
  
  We understand your concern regarding the testing, the only way to be 100% safe is to avoid hemp derived products completely. We'll go ahead and honor a full refund of your recent purchase. 
  
  ******** - **************** Manager
  ********************

  Customer response

  01/12/2024

   
  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,
  
  *********************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Is it sheer incompetence or outright fraud that CBDfx refuses to allow to even open their business doors to receive the return we agreed upon?On 11/21/2023, *****, their rep, emailed me a prepaid postage return label which I used. Now twice on 11/25 & 11/27, **** has frustratedly tried to get my return accepted by someone at that address on CBDfx's label. It's CBDfx's responsibility! to make sure they open to receive my return. I just want my money back. With previous emails, we communicated fine & I sent them notice both ********* +CBD gummies were not working for me. *****, their rep sent me a return label to use & I used it. Now CBDfx refuses to accept **** item--my return order. Are they closed? Why then send me a label with a bad address?? To me, this smells of fraud. They have a 60day return policy, we are in **************** now refuse to do the right thing--accept the return & give me my full refund:$77.93.As a side note: CBDfx also sent me a request to review their product & because I gave them only "2 stars" they NEVER posted my comment on their website. They will post ONLY the 5 stars comments they may get.Very sketchy, fraudulent business behavior.

  Business response

  11/28/2023

  Hi ******, Thank you for allowing us to respond. We apologize for your recent purchase experience. CBDFX received your email on 11/27/2023 regarding a return that was sent back to our facility for a refund. We responded to your email today 11/28/2023 and explained that the reason the returned shipment was unable to be delivered by **** was because our facility is closed on Saturdays and Sundays however, we understand your frustration.

  We were able to confirm that your returned shipment was delivered at the facility today, November 28, 2023, 12:28 pm and we communicated via email today 11/28/2023 that a full refund of $77.93 was issued back into the original payment method. Please allow 2-5 business days for the funds to post to your account. We apologize for any inconvenience this may have caused. ******** - **************** Manager / ********************

  Customer response

  11/29/2023

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

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Placed order 9/25/22 Sunday. Paid for priority shipping. Tuesday 9/27/22 tracking still states only label created. Emailed company for status. No reply. Emailed later 9/27/22 want to cancel. Received resonse within hour that i can not cancel. Even though website states if order has not shipped that i can cancel. Emailed back order hasn't shipped and website states I can if not shipped. Was told again I can't cancel and once delivered to send back or deny package. The order still has not shipped as of 9/28/22 11:50am EST. I Let them know i would be contacting the BBB. Due to the fact that I paid for priority shipping and here we are 3 days later and still not shipped and they will not cancel the order, even though their website states I can as ling a it has not shipped, which is has not. The emails I received where from Alexia. I have all documentation of the emails and screen shots, if needed. I want a refund.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/30) */ Hi ***, Thank you for allowing us to respond. We apologize for your recent purchase experience. CBDFX will do our best to cancel an order once it has been received however, our goal is to always process and ship orders as quickly as possible. Your order was processed the same day it was placed, which was a Sunday. As stated on our website, Customer Service is only available Mon-Friday 8AM-5PM PST. Order cancelation requests are not guaranteed. If an order has been marked as shipped, we are no longer able to cancel, although we are always happy to provide a return label if needed to send an order back to us for a refund. A request was submitted to cancel the label we printed; however, we can see that your shipment was still scanned by USPS. The shipping method paid for was USPS First Class, which can take 3-5 business days. Per the tracking link we provided, the shipment will deliver on October 1st. https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXX You may keep the shipment as we have already processed a full refund for you in the amount of ******** Your refund was issued 28-Sep-2022 with transaction/confirmation ID XXXXXXXXXXX. Depending on your bank, refunds may take anywhere from 2-5 business days. If there is anything else we can help with, let us know. Team CBDfx Consumer Response /* (2000, 7, 2022/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Item was damaged upon arrival. The oil had leaked out all over and the vape coating was bubbled up and peeling off. I contacted cbdfx and sent requested pictures of proof. They have since not responded and are not answering the telephone. Very unprofessional

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/09) */ Hi ******, Thank you for allowing us to respond and we apologize for the delay in having this resolved for you. Please note our business hours are ****** - ****** ******* **** We can see that you did contact us with photos of the damaged item. On June 8th, our team submitted a replacement order for you, Order #XXXXXXX, which was processed and shipped the same day. If there's anything else we can help with, please let us know. Team *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order on ********** We received an email stating the order #XXXXXXX and that it is being ********** We paid for 2 day shipping. This email stated we'd receive an email telling us when it has shipped. Since then, I received about 10 spam emails from them but no shipping info. I have tried calling the number listed on the website with only an option to leave a message which I did. I've also emailed with no response. The "support" button on the website is just an automation. It's like nobody works there. We spent almost $70 on cbd oil for my Aunt who is in so much pain and I'm feeling she has been scammed at this point.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/24) */ Hi *****, Thank you for allowing us to respond. We are sorry to hear about the delay regarding your recent order. ***** **** shipments are normally processed the same business day as long as the order is received before ******* **** We can see this order was due to be shipped on the next business day, ******* *** **** for Delivery on Tuesday *** ***** since the ***** 2 Day option we offer does not deliver on weekends. Unfortunately, we did experience a delay in getting this shipment out, so it did ship out on the following business day, ****** *** ***** This ******** is now delivering on ********* *** ***** *****************************************XXXX-XXXX-XXXX&trkqual=XXXXXXXXXX XXXXXXXXXXXX FX We understand your frustration regarding this delay, and we apologize for any inconvenience it may have caused. We will be issuing a refund of the shipping fees for you. An email confirmation will be sent to the email address provided with this refund confirmation. If there's anything else we can help with, please let us know. Team *****

*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. ↩