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:09/02/2024

  Type:Product 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'm a huge fan of Hint and often purchase from Whole Foods and Kroger. On 8/20, I placed an order for 9 cases directly on their website. My order was shipped via Amazon Logistics. One shipment, with Tracking ID ***************, was set to arrive on Friday, August 23. I received this shipment, which contained 3 cases of water. The other two shipments were marked as "delivered" for the next day, Saturday, but I didn't receive anything. When I visited the contact page on the website, I was prompted to wait a few more business days for nationwide shipping. I waited and tried again, but received the same message. I then contacted customer service via chat and spoke with "*****." ***** requested a photo of the 3 cases I received, and I complied. However, I didn't hear anything back after several days. On 9/2, I contacted support again, and ***** mentioned that they are looking into the issue, stating that it is "unusual" for this to happen. I'm extremely frustrated and disappointed with the way this is being handled. While I understand there is a process to follow, the lack of communication and resolution is bothersome, and I don't feel appreciated as a customer. I'm not sure if this has something to do with the carrier that was used, as I had expected my order to come via *** or ****** which are quick to resolve claims if something goes wrong. In light of this experience, I would prefer a refund for the missing cases rather than having the remaining cases shipped again.

  Business Response

  Date: 09/05/2024

  Im sorry for the delay in our process and that it took longer than you expected. Our policy is to investigate any lost or missing cases with our fulfillment partner and the carrier, and replace them if theres an issue.

  I checked our system and confirmed that your partial refund was processed. 

  If you need anything else, please don't hesitate to reach back out our support team. 

  Customer Answer

  Date: 09/05/2024

  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

  Date:08/15/2024

  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.

  The order has not been delivered and no refund. Company keeps telling me to wait.

  Business Response

  Date: 08/19/2024

  The original order was placed on 7/29, and the customer contacted us on 8/3 regarding her order status. Our policy is to replace orders lost in transit after they have been deemed lost for 15 days with no movement. We explained our process for handling lost-in-transit orders to the customer and let them know that if there was no movement or delivery by a certain date, we would be able to create a replacement for them. On 8/9, the customer contacted us again, and we promptly followed up with our fulfillment partner and were told we couldnt file the claim for the lost package just yet.  We then created a replacement order on 8/15, which was successfully delivered on 8/18.

• Initial Complaint

  Date:04/25/2024

  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.

  I order delivery of water from Hint. I order several cases at a time. Although I state on my order slip to deliver the water DIRECTLY to my unit, they don't. They leave it by the front door of the apt building. They have done this 3 times.The first time I had to push the large box of water (at least 20 bottles) down the stairs to my elevator and then down the hall to my home. I have a heart issue. Can't do that. I called Hint and was told to work it out with the delivery service. That's not for me to do. I paid $98 and I do not have proper delivery of my water. They don't want to take any responsibility. I want my money back.

  Business Response

  Date: 04/29/2024

  Hi *****,

  We apologize for the issues with your delivery. Although we can't directly update delivery preferences with the carrier, a note has been added to your address to deliver to the front door/unit. 

  I see that our team refunded your order on 4/26. 

  If you need anything else, please don't hesitate to reach back out to our support team. 

   

• Initial Complaint

  Date:04/09/2024

  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.

  Received a box from hint water never ordered it do not have any emails about it never heard of the water until I received the package. Package states Flexport *** . Called hint water left voicemail and emails to their contact they do not respond . I need the water removed and I did not purchase this item.Its a fraudulent company.

  Business Response

  Date: 04/10/2024

  I am writing regarding our recent complaint ( Complaint ID: ********* and would like to provide additional information on the order.
  
  This order may have been a gift rather than a fraudulent transaction. The billing information goes back to ********** in ******* and there is nothing out of the ordinary with this order. See attached screenshots of the order confirmation page. 

  Additionally, I checked our system and could not find any missed calls or emails with the information Tram provided.  
  
  Please feel free to let me know if you need any additional information for this claim. 

  Customer Answer

  Date: 04/12/2024

  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

  Date:01/14/2024

  Type:Product 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 chose a $32 gift card from **** to use on an advertised 36 for $36 bottles of water from Hint Water. When I went to redeem, the **** card would not be accepted with the promotional 36 for $36 price. **************** insists they only allow one coupon code per order, but I am not trying to enter more than one coupon. I'm trying to use a gift card and a coupon, which are 2 different things. Ultimately, I am left unable to redeem my gift card as I'd wind up paying MORE than if I had just used the regular website promotion. Now I've lost my $32 gift card value as Hint refuses to use it with the offer that was promoted to me.

  Business Response

  Date: 01/18/2024

  **** customers purchase from drinkhint.com. The "gift card" framework of $32 is only for messaging purposes because of the **** platform where customers are accustomed to being told to "use your **** gift." We've made custom copy changes to the landing page to aid in conversion. *****************************************************************;
  
  This customer should be able to use their unique promo code just like any other 3 for $36 promo code. It is not $32 off on top of 3 for $36. This customer's total should be $36, not $4. **** is only called a gift card because of the platform it comes from. This customer is redeeming their "gift card" by paying $36. 
  
  We do offer 3 for $36 promotions as well, but they cannot combine more than one promotional offer.  
  
  

  Customer Answer

  Date: 01/18/2024

  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.
  

  I'm glad they've changed the framework of their copy, but I've used my choice of gift card on Hint, and can not get it back. Unfortunately for me, it wasn't really a gift. Fortunately for others, it has been made clear and they won't make the same mistake.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/28/2023

  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.

  Never received my order. They do not respond. I see on their social media MANY are having this issue and they do not respond. How do i get my money back

  Business Response

  Date: 08/08/2023

  We received the first email from the customer on July 27th and responded on July 31st. We acknowledged the missing package and filed a claim with our fulfillment partner to remove OnTrac from future deliveries. The fulfillment partner confirmed that OnTrac had been removed, but due to an error in their system with capitalization (ontrac" was entered in the exclusion rather than "OnTrac"). The replacement order was sent via OnTrac again. The order was refunded after the replacement shipped with OnTrac for the second time. The replacement was delivered on 8/5. 

• Initial Complaint

  Date:07/24/2023

  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 bought a starter pack hint water, 3 case bundle for $39.20 on July 6, 2023. Today is July 24, 2023 and I am still waiting for them.I have called and emailed them several times to no avail. The order # is ******* and the tracking # that they said would be in a second email never got to me.

  Business Response

  Date: 07/27/2023

  Reference ID ********:
  
  I just received an email from Hint Water that my order # ******* for 3 packs of Hint Water on July 6, 2023 for $39.20 was lost. They gave me a new order # ******.  So please, when you contact them, mention this new order number. They keep telling me of a second email with tracking number that I never received.
  
  Thank you
  
  *************************************
  **********
  ******************

  Business Response

  Date: 08/07/2023

  We received communication from the customer on 7/18 about their package being lost in transit and we responded on 7/26 and created the replacement. After the replacement was created, the customer let us know that the compliant had been filed. The replacement was delivered on the 7/31. 

  Customer Answer

  Date: 08/08/2023

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

  I already emailed to you last week that I received the 3 packs of Hint Water after they lost my first purchase. I also told you that I was grateful for your help to resolve these events.Thank you!

• Initial Complaint

  Date:07/12/2023

  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.

  Ordered 3 cases of water from Hint on June 22nd. I have not received my order but they have received my money. I have left numerous messages in the past 2 weeks with no response. You can not talk to a person. You can only leave a message or send an email. Which I have done with no response. All I want is my order or a refund. Please help.

  Business Response

  Date: 08/08/2023

  We received the first email from the customer on July 10th and responded on July 20th. We acknowledged the package was lost in transit and filed a claim with our fulfillment partner on 7/20.
  The replacement was delivered on 7/24. 

  Customer Answer

  Date: 08/13/2023

  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

  Date:01/02/2023

  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.

  Ordered water from the hint website in the cart the cost was $12 per. After Check out the cost increased to $22 per. No customer service to be contacted to cancel order or get fixed. I called the **** number for a voice mail and sent emails in to a bot or their website and they're still going to send me the water this is unacceptable.

  Business Response

  Date: 01/03/2023

  We respond to all inquiries within 24 hours on weekdays.

   

  The order was canceled and has been refunded.

   

  The cause of the price updating is that the 36 for $36 promotion is our new customer offer.  In September the new customer promotion price was redeemed by customer.  Making this order their second order and the pricing reflected this when the checkout flow confirmed the ineligibility for the new customer promotion.

   

  The checkout flow displays an error message associated to the promo code eligibility.

  Customer Answer

  Date: 01/04/2023

  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.  Thank you for your help and hopefully they will change their business practice so no one else has to contact you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/28/2022

  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.

  Hint Water order ordered 17NOV22 still has not arrived as of 28NOV22. The shipment arrived and stated delivery day as 23NOV22. When that delivery did not occur after the sit stated two failed attempts when in honesty there were no attempts. We have been home and also have camera, I requested a refund. My refund was denied and Hint Water said the delivery promise is for 01DEC22 and claimed it's due to holidays. As if Thanksgiving is a shipping stressed holiday?4 days ago I requested a refund, as I've purchased my water elsewhere. They can't deliver in a timely fashion. They claim the delivery date acceptable (to them) is 01DEC22. That date was never provided to me until after the fact. With this link you can see all order and delivery details: https://www.drinkhint.com/1430159418/orders/e4ea0aeb2811961258e6fcc172fb605b/authenticate?key=2d693fd61379c8a87d59b5007e0428c8 I only ask my money to be returned.

  Business Response

  Date: 12/08/2022

  We acknowledge that during this Black Friday and Cyber Monday holiday shipping period that ******************' 9th New Customer order did take longer than his previous 8 New Customer orders.

  The package has arrived as of Friday December 2nd.

   

  Again, we regret that the holiday season caused delays of this 9th New Customer order.

   

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18470102
  
  I am rejecting this response because:

  I asked for a cancellation a week before my package arrived. The response I received from ************** "We switched carriers for our deliveries and we are in between 2 companies at this time." 

  Hint then changed their EXCUSE to "holiday delays". It's strange that I didn't experience any other delays from online vendors. 

  I'm not sure what the BBB reply regarding this being my nineth order has to do with any of this as Hint has not hesitated to process my credit card nine times. Does that have some impact on delays, failure to respond to an order cancellation in a timely fashion?

  If you did not want me to submit more than one new customer order why did you continue to send the email offers? Why did you accept my credit card eight more times? Do you suggest your failures are my responsibility?

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

  Business Response

  Date: 12/09/2022

  
  The request for cancellations was not possible as the order was in transit with the carrier. The order was shipped on the 17th.  The carrier had the order at the time a refund was requested. 
  
  
  
  Again we are disappointed that this order took longer than previous order.  We are glad your other packages this holiday season have not been affected.

  
  
  We do send promotions to our customers, but those are not for the new customer offer, which is available to each customer once. I do note that each order is placed using a new email address.  The intent of the New Customer offer is to provide the opportunity to try our Home Delivery service.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18470102
  
  I am rejecting this response because:

  I had to go buy the water elsewhere. Customer support informed me of the logistic issues they had internally, being between companies. That is an internal problem. Not the problem of the customer. They then changed their "story" of Thanksgiving shipping delays. They would rather discuss my nine orders utilizing a discount code their website sent to me and processed. Sent to the same physical address, utilizing the same credit card they accepted each time. If you have issue with this, fix your website perimeters instead you blame the buyer. What you take away from this is I've ordered nine times and only had an issue once. 

  You obviously take no responsibility for the delay and expect me to just accept the results of your logistical issues. 

  I am only willing to accept the refund I requested well before it was delivered and after it was expected. 

  Attached you will find the ridiculous tracking history. 

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

  Business Response

  Date: 12/12/2022

  Thank you for the additional feedback.

   

  I am not able to offer a refund on product that was shipped the day after order was placed.  And has been delivered.  There was not option to cancel the shipping once the order was in route.

   

  We are disappointed that there was a delay at the ************* location.  The order was delivered and the product has been received for use.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18470102
  
  I am rejecting this response because:

  Of course the company is able to refund the purchase. They just refuse to accept any ownership of the failures including their contracted logistics. The logistics failures falls under the responsibility of the company not the customer. 

  No further response required if it does not include a refund. 
  

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