ComplaintsforDubby

• Initial Complaint

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered online from the company Dubby, an energy drink company. I made my order in February, when it hadnt been delivered, I looked at see if I had gotten any info about a late delivery only to see that I had given the wrong address. When contacted, Dubby not only said that my order was never delivered, it was also never returned to the shipping facility. So I then asked for a refund, seeing as my order was lost in the world. I was told I would have to rebuy the item or repay for shipping. When I declined either option and demanded a full refund for something I couldnt control (the package being lost) and Ive been fighting with them ever since for my $20. Its not a lot of money, but its the principle of stealing my money I dont like.

  Business response

  05/22/2024

  Because the customer provided an incorrect address which resulted in the entire order being sent to an uknown location, we require a $5 reshipping fee for a replacement. Please note the package was sent exactly to the address provided by the customer. Since the address they provided us was invalid, thats where the item went. We never received the items returned but we are willing to take the Loss and reship it- but customer must follow our reshipment  policy which is a $5 charge. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchesed a tub of this companys drink mix and i was sent a almost empty tub that was factory sealed. I thought it was just a factory error so i contacted the company and they told me it wasn't, this product cost almost 50$ without using any discount codes and they ship you empty tubs of their product, no where on their website does it say that the tub will come almost empty. They also send customers an email saying if you don't agree with their product they will refund you. So i asked for a refund and gave the reason why and they basically arn't going to give me one and took my money and made me ship back the order which i had to pay for to ship it back because they dont give customers return labels and now they won't honor the refund so i am forced to contact the BBB for help to just get my refund.

  Business response

  09/06/2023

  This customer purchased one of our products and told us they believed it was filled only halfway. We explained that powders are sold by weight, not volume and that the tub has 30 servings still in it even if its not filled to the top. We then confirmed this through photos sent to us by customer. Customer wanted a refund citing a marketing email in which we said if you try our flavor and dont like the taste, we will accept a return. This return reason, being that the customer did not think it was half full, (when we confirmed it was full 30 servings) is not a valid return reason per our return policy. However, I decided to make a one time exception and allow the customer to return the item to us for a refund of the cost of the item. The customer then opened a BBB complaint and a chargeback with their credit card before the item ever arrived to us, not allowing us to even open the return and process any form of refund. 
  
  Our customer support team cited the return policy as this return wouldn't be eligible for a return typically but I am making the exception myself, so customer support was just doing their job. 
  
  Customer has now sent a 14 email chain to us and many social media messages while we still dont have their return. 
  
  Because a chargeback with the customers bank is now open, we are required to submit evidence to the bank and work directly with them to resolve this case. Customer should have waited until we received the return to process any refund, but jumped the gun on BBB + bank dispute. We will take necessary steps to remedy this, but chargebacks can take some weeks or even months to resolve as the funds are now frozen. 

  Customer response

  09/06/2023

  Hi, I contacted the BBB to help get my refund because the person i was talking to through the ******* DM's Which i have shown proof of as well as the emails, told me i would get a refund if i shipped it back which i did, i just checked the tracking today and it says my return got to them yesterday. The reason the BBB was contacted for help because the person i was speaking to through emails didn't say i was getting a refund until i showed them the screen shots (which they replied asking for them days after imy 1st email asking for a refund please )of the conversation with their staff i was having through ******* DM's. So i had two or more people from the company telling me different things so i had to contact the BBB for help getting my refund. I also asked nicely today if they could issue my refund and they continue to go back and forth and now calling me unreasonable when all i have ever done was be reasonable and just asked nicely for my money back which they said and do state publicly they will give full refunds and i was told i was getting my full refund if i shipped my order back which i did and they received yesterday. All i want is my $36.63 back and everything is all good and i want confirmation a refund is being given for a fact so i know i am definitely getting my money back. I never sent multiple emails either i have just been replying to them messaging me back when they do.

  Business response

  09/08/2023

  Still waiting on return of the product. We are notified by **** they delivered it to the neighbor warehouse and have not been able to retrieve it yet. If a chargeback is open, we must work directly with the customers bank 

  Customer response

  09/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for the product on 08/06/23 and have not recieved the item. I have reached out multiple times and still no resoultion.

  Business response

  08/28/2023

  Tracking  # 9434609205568784248840

   

  Item was shipped but lost by **** (it appears)

   

  We are currently in the process of replacing this order but customer needs to avoid opening a chargeback as it would freeze up our process for 60 days if the funds get frozen. We will continue to resolve via customer support email 

  Customer response

  08/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on feb 7th 2023 it is currently feb 15th 2023 at time of writing this. i never reecieved an email of any sort or any order confirmation or number or anything from them. the only reason i can even prove i paid them is my bank statements which i have. they never sent the product and are claiming they cant even find an order from me even though i showed them the proof. They have done absolutely nothing to fix it this is THEFT!

  Business response

  02/15/2023

  Hi,

  in order for my customer support rep to locate your order and provide you an update, we would need some info from you  like the order number or what email you used on file. Our system emails order and shipping info to your email on file  you may need to check spam maybe. Without any way to identify you, we cannot look up your order 

  it is not right for you to call us a scam. We serve thousands of happy customers and hold a bear 5 star rating. 

  Customer response

  02/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ** trying to contact this company to cancel my order and receive a full refund of $73.33 because they added an item to my cart without my permission and theyre not contacting me back at all. ive emailed them 10 times already!

  Business response

  12/12/2022

  Customer emailed us 10 times between 1am and 9am. Not allowing us enough time to go through our emails. Now they have contacted bbb before we can get to their email which our policy states allow us 24

  hours. Customer has been refunded. This customer is not allowed to shop In Our store again. 

*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. ↩