ComplaintsforTry The CBD
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered two items, 30 CBD Gummies (60.99+tax) and a bottle of THC Free 600mg oil on April 16th. After many days and an email asking about my order, they finally ship it late and I get it April 22nd. I only received the gummies and the oil I ordered ($39.99+tax) was NOT in the package. I immediately email their customer service who doesnt respond til late evening stating theyre sorry and they have escalated the issue to a senior colleague to process my refund and that I should be receiving a notice of when its processed. Several emails sent to them and unanswered phone calls to the company and here we are, me with no refund and complete silence from TryTheCBD. I JUST called right now and left a voicemail. No call back. I am highly frustrated and need my money back as they took my money and I received half the order I paid for. I have the email chain if BBB requires it. Thank you.Business response
04/29/2024
Hello,
We are writing to reply to a recent complaint filed by a Customer regarding their order with us. We take all customer feedback seriously and strive to address any issues promptly and fairly.
The complaint revolves around an order for two items: 30 CBD Gummies and a bottle of THC Free 600mg oil. The order was processed within our standard timeframe of 1-5 business days, and it was shipped accordingly. However, upon delivery, the customer reported that the bottle of THC Free 600mg CBD oil was missing from the package.
Upon receiving the customer's report, our customer service team immediately initiated an investigation into the matter. We acknowledged the mistake and the agent addressing the issue escalated the issue of a refund because of the recent changes to our credit card processing system. However, the customer chose to dispute the charge in full, before we had a chance to issue a refund.
We want to emphasize that we are committed to resolving this issue fairly and have communicated and addressed the customer's concerns. Unfortunately, due to the dispute process, our ability to provide a refund directly has been impeded.
We regret any inconvenience caused to the customer and assure you that we are taking steps to prevent such occurrences in the future. We value our customers' satisfaction and strive to provide excellent service at all times.
We are attaching the *** tracking details.
Thank you.Customer response
04/29/2024
Complaint: 21631021
I am rejecting this response because: After I contacted support, I was told the refund process would start and I would be contacted. I called several times, left voicemails, and several emails with radio silence from the company and support. I am satisfied with my credit union issuing me my refund and want nothing further from this company in regards to my complaint.
Sincerely,
***************************Initial Complaint
01/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The business takes months to send out orders or just does not send them out at all. they will take your money and run. The customer service agents ignore you when you inquire about it. Furthermore, the business has a practice of deleting all negative reviews (made by verified buyers) on their website, so that the information presented is false and skewed towards the positive. Customers dont get the holistic picture of what theyre consuming because of this practice of deleting truthful yet negative reviews. on top of that, the business has shady operations; they claim to be headquartered in and operate out of ********, yet all their merchandise ships out of *******. this is an issue because ****** have different requirements for the authenticity and purity of the product that the website sells (cbd).Business response
02/13/2024
Hello,
The customer placed an order on November 27th, 2023. Although we promptly shipped the order on the same day, once it leaves our store, it is beyond our control. We are unable to influence the delivery schedule or speed of ****.Unfortunately, due to the high volume of shipments during the Black Friday sale, there were delays in the **** delivery process.
According to **** tracking, the first package was delivered on December 11th to the front desk.Upon receiving the customer's complaint, our customer service took action. However, there was a delay in our response due to miscommunication. Nevertheless, as an apology and a gesture of good faith, we offered an additional item free of charge, which the customer accepted.
In the meantime, as our response to the initial complaint was delayed, the customer initiated a payment dispute and received a refund.
Overall, we consider this issue resolved in the customer's favor. We reshipped the order at no extra cost, both packages were successfully delivered and signed for, the customer received a refund, and they also received an extra item of their choice.Thank you.
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Contact Information
303 S Broadway Ste 200-198
Denver, CO 80209-1558
Business hours
Today,Closed
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.