ComplaintsforThe Adventure Challenge LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I iniated a return of a product that was accedently double ordred. Reached out the Adventure challanged for a retrun. They drug their feet and would not respond until we iniated a charge back. I was sent a return lables by the company and returned the product. No contact from customer service for weeks. A month later we get a letter staitng our charge back claim is denied because the merchendise was not returend. I emailed back to the company and have not gotten a return. So now I have no product and I do not have a refund.

  Business response

  05/07/2024

  To Whom It May ******************* customer reached out on 2/27/24 to return their extra product and an agent responded the next day with a link to our return portal to process their return (1st attachment). The customer responded a day later having issues with their return and interacted with our bot.  They then did not reach out again.  One of our CX agents followed up with the customer on 03/21/24 because on our end we had seen that a return was not yet processed and the customer had not reached out again after talking with our bot (see 2nd attachment)
  
  At that time, the customer expressed issues with the return portal and not being able to return their order and it being past the date of return at that point. We then sent a return label to the customer so they could still process their return (see 3rd attachment) .We did not receive any response from the customer or any follow up after the label was sent. We followed up again this past week to see if he had seen the message and sent back his return. 

  This last Saturday (3 days ago) the customer finally responded that they had already returned their extra order and wondered where there refund was.

  Our company does a triple-point verification for returns, where we verify the return from the customer end, then from the fulfillment center for returns, and then issue the refund for the customer.  Since we had not heard from the customer until 3 days ago, this was classified by our computer system as a low priority and pushed for follow up. We also did not have record of the return in our system - as in the fulfillment center has not received the return.
  
  We also were not able to issue a refund while the chargeback was in place and had to wait until the chargeback cleared to issue any refunds.
  
  After clearing the chargeback and after hearing back from the customer, we were able to issue a refund for the return. (see last attachment) 
  
  We hope that this resolves the issue but please let us know if there is anything else we can do to make this right.
  
  
  
  

  
  

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased and paid for the 1-3 business days expedited shipping and its have been over a week now with no tracking no order update or anything of the sort, wasted 45$. **************** sends automated email and is of no help. Would not recommend.

  Business response

  03/20/2024

  Dear Customer and ********************,
  Thanks for letting us know about your experience and frustration with this process.  I took a look at your order and your message history with us and it looks like an agent got back to you a couple of days after you reached out letting you know that one of the items in your order was an out of stock item, which is why your order hasn't shipped yet. On the product listing (see attached) we mentioned that due to high demand, the item would take several weeks to ship out.  This is why you order hasn't arrived yet.
  
  Moving forward, I can refund your expedited shipping down to the ground level of shipping if you would like and then your order will ship out together as soon as the out of stock item is back in stock OR if you would like, I can cancel and refund your entire order and you can re-order in the future when we are back in stock.  
  
  We will reach out to you through email and let you know of these options if you would like. Hope this helps!

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sent photos of proof of purchase (photo of the money being deducted from my account), sent three emails noting no confirmation had been sent, weeks have gone by, multiple emails sent no response but money is gone.

  Business response

  02/22/2024

  Hello ***** and BBB,
  
  Thanks for reaching out and letting us know that you had trouble receiving our emails!  I checked your order history and it looks like your order confirmation, your shipping confirmation and your delivery confirmation emails were all sent to the email you placed your order with: *************************
  
  This is why you have not received these emails to the other email you reached out to us with on Saturday: *******************
  
  Additionally, we are still a bit behind in our emails do to a large influx of emails we have received over the last two weeks due to Valentine's **** and priority has been given to emails linked to current orders, which is why your email was not seen until recently. 
  
  I have attached the email history as well as the email from our agent confirming your order, email and the delivery of your order. 
  
  We checked your order tracking and saw that your order was delivered yesterday: *********************************************************************************************************
  
  Please let us know if there is anything else we can do to help or if you have any other questions.

  Customer response

  02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for expedited shipping so my purchase of the adventure books would arrive 3 days before Valentines Day. It still is in transit which it has been showing for a week. *** reached out numerous times and of course they purposely avoid you with auto generated emails!!! *** tried live chat, emails and phone calls and they all just revert back to an auto email. *** asked for a refund 9 times now and still nothing. THIS IS A SCAM!!!! Im sure there will be a response of, we are so sorry, but its all your fault in nicer words. They never reached out and I still didnt receive my package that was for my wife on Valentines Day. Thanks!

  Business response

  02/23/2024

  Hi **** and BBB!
  
  First of all, we apologize for the additional carrier delay you experienced while waiting for your order to arrive. Whenever there is a delay with the carrier, we will do whatever it takes to rectify this situation for you, whether that is by filing a claim on your behalf with the carrier or refunding the extra shipping cost to you.
  
  I checked your order and communication history with us and I do see that it took several days for our customer support to get back to you.  We apologize for this additional delay.  We experienced a higher volume of emails than we expected during Valentine's *** week and as a result we have been catching up a lot with emails.  I do see that all of your emails have been answered and that one agent refunded you the difference of shipping since your order arrived past the time you paid for.
  
  We do also see that your order was delivered on February 20th.  Were you able to receive this order?  You mentioned wanting a refund due to your order arriving later than the shipping method you paid for.  We did refund you for that extra shipping cost but I went ahead and refunded your entire shipping cost due to this inconvenience. If you would like to continue to return your order for a full refund, we can help you with this request.
  

  Let us know if you have any other questions or if there is anything else you need.

  Customer response

  02/26/2024

  I am rejecting this response because:  I did not get a real person response until the day before it actually go here.  I want a refund for at least $45 for the fact it was received 6 days after Valentines day and I had to purchase a different gift!!!!  This was promised to me by Feb 12. I also don't accept there response because they **** everyone off when there are delays!!! Please read there reviews as apparently they are well aware of this. There is no good contact number nor a real email response for a reason!!! They seem like a fourth party. Not my problem
  

  Business response

  02/27/2024

  Hello ****,

  We do understand your frustration with the delay you experienced with your shipment. We have refunded your shipping entirely as you had paid for express shipping and your order did not arrive in time for that shipping method.  We are sorry for this inconvenience and that you had to purchase another gift for Valentine's ************** are happy to help you return your order for a full refund if your order is unopened and unused.  We do not offer a full refund if you have used the item or intend to keep the item, since you have received the item you ordered and we have already refunded your shipping for the delay in shipping.
  
  If you would like to return your item, please reach out to our support team and we can take care of helping you with your return.
  
  Thanks so much!

  Customer response

  02/28/2024

  I am rejecting this response because they still are not accepting responsibility. I dont care about the shipping I would like an additional $30 for the inconvenience and also the lack of communication when it mattered most. Funny how they are so quick to ***********. Wheres your AI bot now? 
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov. 18/23, 10mins after placing my order, I noted there was no "Online Chat" available & the only way to get Support was to send an Email. Immediately sent Email to cancel Order #CA-212565. 2 days later, received response from ****** indicating the order could not be canceled as it had already been shipped out, but I could send it back and be refunded, minus the cost of shipping. Disagreed having to pay the return shipping cost, as there was no way I could contact someone ASAP & this should not be on me due to the lack of resources within the ***************** getting back to me 2 days after my request to Cancel. Was fine returning package for refund but did not agree having to pay return fees. Nov. 22/23, ****** informed me a Supervisor would reach out to me. Nov. 27/23, ****** reached out again, asking for all the information I had already provided. I replied to check my previous Email for this information. I also asked when I was to hear from Supervisor. ****** replied the Supervisors confirmed they were working on my return. Dec. 6/23 sent ****** Shipping Confirmation return was received Dec. 4/23 & when I should expect return in full. I then receive an Email from "******" confirming my return & that she will be working with me for my return. She informs me she will have ************** Supervisor contact me. I then receive a reply from ***** indicating that she had processed my refund, but despite the Order # in the Email Subject, she refunded a previous order which only had one item. I reply to ***** with screenshots as proof she has returned the wrong order. I indicate I still have not received an answer as to why it took 2 weeks to hear from her. Dec. 8/23, I follow up with ******, as I have not heard from *****. She indicates ***** was out sick, but notes she will apply the rest of the refund in full. I sent another follow up to *****. Dec. 11/23 ****** acknowledges that both *********** aware I was incorrectly refunded & closed the case. NOT RESOLVED

  Business response

  02/15/2024

  Dear ****** (and BBB),
  
  Thank you for letting us know of your experience with our CX Team and the difficulties you experienced with returning your order.  I am the Manager of our CX department and I was unaware of this issue until the BBB claim was made. I took a look at your order and the correspondence history and I can understand your frustration with getting this resolved in a timely manner. It looks like when you first reached out, we were in the middle of November which is the beginning of our peak season.  Because of this, we post on our website and our live chat that it can sometimes take 1-3 business days to get a response from customer support as we are dealing with a higher influx of ticket and support requests at that time.  It looks like you had entered your information incorrectly when you originally placed your order and had reached out to resolve this. Your email was responded to within 24 hours but your order had shipped out before this error could be corrected.  Because it was peak season, we do not guarantee address or order changes, and we do usually charge the customer for the return shipping when there is a customer error.  
  
  It looks like the CX Agent helping you did empathize with your frustration and inconvenience and offered to make an exception for you and refund the shipping charge as well once your return was received. However, when they went to refund your order, you had opened up a chargeback on the order which froze our abilities to make this exception and refund your shipping. When the supervisor was brought in, she did make an error and refunded the incorrect order.  We do apologize for this confusion and the frustration of being passed on when you were just trying to get your money returned to you.
  
  It looks like the agent helping you then apologized for that error and offered to pay the difference once the chargeback was lifted, as we could not refund more funds from an order of lesser value.  The chargeback was not lifted and you were refunded for that FULL order, plus the order that you received and kept.
  
  We do apologize for this inconvenience and the errors in refunding the wrong order.  However, we do ask for some ***** in this matter as there were several attempts to fix this error for you (see all attachments) and you did receive not only the full refund for the order you returned, but also a full refund for an order you received.
  
  I do see that you have placed several orders with us in the past and I would hate for this to leave you with a bad experience of our company or our CX team. I would love to make this right by offering you a free book or one of our connection cards due to the frustration and inconvenience this situation has caused.
  
  Please reach out to our support team at *********************************** and mention this offer, and you will be forwarded directly to me.  I would love to help make this a better experience for you.

  Customer response

  02/21/2024

  Your reply indicates the following "It looks like the agent helping you then apologized for that error and offered to pay the difference once the chargeback was lifted, as we could not refund more funds from an order of lesser value.  The chargeback was not lifted and you were refunded for that FULL order, plus the order that you received and kept."  The chargeback you note WAS lifted on Nov. 17/23 and I had sent the screenshot of proof of this to "******" on Dec. 6/23 in my Email reply to him. You also note I was refunded in full. In looking at my credit card statement, I only see a return of only $69.93 USD credited back to my card for the incorrect order, being the "Adventure Challenge in Bed" book (Order #*******) and not my correct order, being, #CA-212565 for $211.60. Please provide the correct dates and proof of the refund to my credit card.

  Business response

  02/23/2024

  Hi ******,
  
  Please see the attached photos.  Your chargeback was resolved in your favor and the entirety of your funds were refunded to you for that order.  In addition, the order that refunded by mistake by ***** was also refunded to you without request for those items.  These were additional funds that were refunded to you.
  
  We apologize for the frustration that was caused by the confusion and inconvenience of this situation.  We have however, done everything we can to fully rectify this situation by accepting your chargeback fully and paying you full restitution in excess to the order that was originally at issue.
  
  Whenever something goes wrong, we will always do whatever we can to make it right.  We believe in our products and we stand by them. We also truly care for our customers and want to make a difference in the world. We apologize for the mistakes that were made in this situation and we would love to make it a better experience for you.  Please let us know if there is anything further we can do and if you have any other questions for us.
  
  Thank you.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2 products off their website. The received product wast what I had purchased. Made several attempts to reach customer service and have had no luck. Only automated messages. Their site advertises refunds, replacements, etc. zero communication from the sellers part. Was originally looking for the proper order delivered but now seek a full refund plus shipping cost for my order #*******. It's been over a week since I first tried attempting communication.

  Business response

  02/15/2024

  Dear ***** and BBB,

  Thank you for taking the time to let us know what happened with your order.  I took a look at your order and your correspondence history and it looks like there was a significant delay in a CX agent getting back to you.  As he explained in his email, it took us several weeks to catch up with the influx of emails we received over the holiday season and we apologize it took so long for us to resolve this issue for you.
  
  It looks like ****** was able to reissue your order for you on January 14th and that your order was delivered on January 23rd.  Were you able to receive this?
  
  Again, we do apologize for the inconvenience and frustration of this delay.  Whenever anything goes wrong, we definitely want to make it right and make sure you have received the items you paid for and leave with a positive experience.  
  
  Please let us know if there is anything else you need or if you have any other questions for us.  We are happy to help!

  Customer response

  02/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I will no longer be doing business with this company though as the customer service was non existent...   Respectfully submitted, *********************
  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on December 13th for a couples adventure book, camera, and film. (Order number *******) After the required 15 days of tracking not updating, I followed their procedure to report a lost package and request a replacement. I've emailed and used live chat several times to no avail. I've yet to be contacted by an actual person despite several emails from the company stating otherwise. At this point, I want either my order expedited or a complete refund.

  Business response

  01/18/2024

  Hello ******,
  
  Thank you for bringing this to our attention so we can look into this situation for you.  I checked your correspondence with our support team and I do see that there was a delay in response and resolving your issue promptly. We apologize for that delay as we experienced a high volume of emails during the month of December which delayed our response time considerably. 
  
  I do see that an agent did get back to you and helped process a replacement order for your lost item on January 6th and that this replacement order was delivered on Sunday, January 14th.
  
  Were you able to receive your order? 
  
  If there are any other issues, we would love to make this a better experience for you!  Please reach out to our support if you need anything else or have any other questions. 
  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an item from The Adventure Challenge that was represented as a product for couples, yet I found the product to be unrealistic, and in some ways, actually detrimental to the health of couples. The book contained 50 scratch-off boxes, and the content could only be viewed by scratching off a box. After scratching four off and realizing how poorly put together the book was, we immediately asked for a refund. We were denied a refund because the book was now "used," yet the only way to tell if the product was suitable or not was by scratching off a small amount of boxes. I followed up with customer service, but their assistance was slow and unhelpful. Their first attempt at a resolution was to offer a discount code that was already available on the front page of their website! I have put in a request for refund from my original form of payment, and believe that unless pressure is placed on this company, they will misrepresent their position and cause me to lose my refund.

  Business response

  07/25/2023

  Hello BBB,
  
  We looked into the customers conversation history with our support team and it looks like our support team has tried to offer a discount off of a different item and also store credit for the amount of the order.
  
  Our website clearly states that we do not offer returns on opened or used products.  The customer stated that they disliked the *********************** after trying a few of them and wasn't interested in trying any other challenges.  Our website also mentions that not every challenge will fit each couple so to feel free to skip challenges that do not fit you as a couple or that make you uncomfortable.  We realized that in creating a book about ***, that not every challenge will be a right fit, but that is one reason why there are 50 different challenges so that the focus is on connection and you can move to a different challenge if one doesn't suit you.
  
  The customer also mentioned there being issues with the "quality" of the book, but when asked about these issues, he did not provide issues with the quality of the book itself, only referred back to his original complaint of not liking the three challenges that he tried.
  
  We have many different products, including connection cards which are centered around more of the connection it sounds like he was looking for.  The ...In Bed book definitely has a very well rounded and diverse selection since it is covering more ground so we highly recommend the connection cards if you are looking for more intimacy and connection leading up to ***.  Since we can not offer him a return or refund on the product since he has used it, we would still like to make it right with him and offer him the in-store credit if he would like to try one of our many other products.  We have products for couples (non-sexual), connection cards, family and kids products and many more that he might enjoy more.
  
  I also noticed that he mentioned it took a day for one of our agents to get back to him in response.  We also mention on our website that sometimes we can have a lot of tickets, so it will sometimes take 1-3 business days for our team to get back to an email inquiry, but that we will always respond and help resolve their issue to the best of our ability.
  
  We would love to help resolve this issue for *********  Please let us know if there is anything more that is needed.  We have attached copies of the correspondence, our return policy and some of the product listing from our website.

  Customer response

  07/25/2023

  I am rejecting this response because their customer service is unwilling to have a real dialogue, offering "make goods" that are not serious, and even insulting (like offering me a coupon code that is already offered on the front page of their website). They also have done a poor job understanding (if they even read) my complaint. It seems more like working with AI than a real person, because their responses are not addressing my issues.
  

  Business response

  07/28/2023

  Hello BBB and *********;*******,
  
  We are disappointed to hear that the customer has rejected our response.  As shown by the screenshots attached to our original response, we have attempted to dialogue with the customer and find a solution to his issue. We are very open to hearing ideas of possible solutions and how to make this a better scenario for him.
  
  Regarding a refund, we will not be able to process a full refund for him because he is unable to return a used item.  This is very clear on our website, in our FAQ and in all of our correspondence with the customer.  He has used the product and therefore is unable to return it for a refund.  
  
  We have offered store credit to give the option of finding something else and we have offered a discount off an additional order.  We will not be able to offer a full refund for the used item, but we are open to discussing other options if he would like to dialogue with us regarding this issue.
  
  I can also offer you a 25% OFF refund for this current order if you would not like to use the full amount for store credit but wish to have a partial refund instead.  Let me know if that is something you are interested in and we will get that set up for you!

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I purchased one of their products (made for couples so you don't need 2) for each other for Christmas without knowing the other had purchased it. Since we don't need two, I politely emailed explaining that we have one un-opened that we would like to return for a full refund - the support team sounded really helpful and made it sound like I'd get my money back as I requested. So I returned the book and they sent me store credit which I did not want and don't have use for. We've been emailing back and forth for over a month now to request that they fix their mistake and give me a refund of the purchase price and they claim they can't reverse the store credit WHICH I DID NOT ASK FOR. If I knew I would get store credit I wouldn't have sent it back the item. They're at fault and it is unbelievable that they aren't willing to fix their mistake to satisfy their customer! They don't say anywhere on their return policy that returns are "store credit only" and they did not mention this in my email exchanges. I just want my money back.

  Business response

  02/14/2023

  Hello!
  
  It looks like there was a misunderstanding with our returns process.  When the customer intially reached out they requested to return and refund their item.  We then directed them to use our return portal to process their return.  Our portal provides several options for returns, including an option for an increased refund if you choose to receive your refund in the form of store credit.  The customer selected this option, probably by mistake, and so was issued a gift card for the returned item.  We were able to contact our return portal and cancel the gift card and refund her order and an agent has reached out to her to let her know we were able to refund her for the returned item.
  
  This should be resolved now, but please let us know if there is anything else we can do or if you or the customer has any further questions.

  Customer response

  02/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on November 29,2022 in the amount of $222.54. My order has been out for delivery since 12/9/22. I have not received the items and this company is no longer responding to any of my communications after saying they would ship a replacement order. My order number is ORDER #*******. I would like either a refund or a replacement for this items sent.

  Business response

  01/19/2023

  Hello BBB,

  The customer reached out to us on December 6th wanting to locate her order that had not yet been delivered.  We were able to respond to her on December 10th and let her know that her order was lost and offered to send her a new order to replace this order.  She accepted and then followed up a couple of days later to ask if there would be tracking. Our auto response let her know her ticket would be transferred to a specialist but then there was a major delay in us getting back to her to resolve her issue. As mentioned in the attached screenshots, we have had thousands of inquiries due to the Holiday Season and a small team working through them. We have brought in seasonal backup but are still a bit behind (hoping to be all caught up by this week or next!)

   

  Because of this delay we did not get back to the customer until a week after our last reply and offered to resend her order or completely refund her order.  She chose to refund the order which we promptly did.  We have apologized for the severe delay in communication and are hoping to resolve this issue with the customer so it can be a more positive experience for her.  We have also offered her a 15% OFF promo code for future orders as well.
  
  Please let us know if you need any additional information from us or if you have any questions.
  

  Customer response

  01/19/2023

  This has been resolved only after contacting BBB. Thanks for the help. 

*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. ↩