ComplaintsforCharlotte's Web Inc.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 23rd 2024 I ordered a pack of CBD gummies on their website. I paid $38.07. I then decided I did not want the gummies anymore and I returned the package unopened and unused. There has been a delay on the delivery of the return for more than 3 weeks now. First they told me I wasn't getting a refund until the package actually got there and then 2 weeks after this delay started I called back and was told that my refund was going to go ahead and be processed. I was told my refund would take up to 10 days. It has now been more than 10 days and I cannot get a hold of customer service at all.

  Business response

  07/11/2024

  Hey there, 

  I do see that this order was refunded once we received the package per our policy. Can you please confirm you have received the refund? 

  Best, 

  ******

  Customer response

  07/12/2024

   
  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

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have tried emailing and calling to cancel a subscription. I like these products but customer service is a big issue. The subscription # is *******. I plan on buying monthly only and no more subscriptions after this experience.

  Business response

  03/27/2024

  All  subscriptions have been cancelled and **** was contacted VIA email. 

  Business response

  03/27/2024

  Hello ****, 

  Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and apologize for any inconvenience or dissatisfaction you have encountered. At Charlottes Web, we strive to provide exceptional service to all our customers, and it is disheartening to learn that we fell short of your expectations.
  Your feedback is important to us, and we take it seriously as we continuously work to improve our products and services. We have cancelled all subscription as well as cancelled and refunded any pending orders. 
  Please contact our customer service team at *********** or ***************************** so we can discuss your issue further and find a resolution that meets your satisfaction.
  Once again, we apologize for any inconvenience you have experienced, and we value your feedback as it helps us improve and better serve our customers .Thank you for bringing this matter to our attention.
  
  Sincerely,
  ******

  Customer response

  03/27/2024

   
  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

  08/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased chocolate mint cbd oil 5,000ml bottle order #********* for $220.67 on July 17, 2023 & have not received my order. Distributed by: Charlottes web **** ********** ** ***** **#************** tracking #********************** I have called left message, emailed twice with no results. When I tried tracking this order I got we could not locate the shipment details for this tracking number. Please help me get either a refund or the product I ordered.

  Business response

  03/27/2024

  Dear *****,
  
  Thank you for taking the time to share your experience with Charlottes Web on the Better Business Bureau (BBB) website. We take all customer feedback seriously.
  
  We noticed your review was posted in 2020. We apologize that you did not receive the ordered product . We strive to provide excellent service to all our customers, and it appears we fell short on that occasion.
  
  However, we'd like to bring to your attention that this review is 4 years old. Since then, we've made significant improvements to our customer service team and response time. Additionally, we have updated our shipping terms and policies.
  
  We'd love the opportunity to regain your trust.  Please call email or chat with us to receive free shipping on any order with the code FREESHIP. 
  
  In the meantime, we invite you to visit our website at www.charlottesweb.com to learn more about the recent changes we've made.
  
  Sincerely,
  
  The Charlottes Web Team

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I place an order with this vendor on 12/27/22. They claim 5-7 days standard mailing ******* for which I was charged $8.99. My order total was $59.98. I still have not received my order and I have written several emails to their "info" email address. I cannot get anyone by phone or email to find out what the status of my order is at this time. I have been on hold with their customer service, listening to commercials about their products, waiting for someone to pick up, for 20 minutes. I am a first-time customer and will NOT be using this vendor again. I have that my order was placed on 12/27. I no longer want anything from them; I want a refund. At this point, I would not trust the quality or integrity of the product.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Hello,I placed an order online Order ********* shipment arrived damaged. I have contacted the business multiple times and have received no response. Please resolve issue immediately to avoid further escalation.

  Business response

  09/28/2022

  Called twice and left a voicemail. Send an overnight replacement for the damaged items and added 400 reward points to their account for the hassle 

  Customer response

  09/28/2022

   
  Complaint: 17796085
  
  I am rejecting this response because: Hello, I have been waiting for a response from you for the past two months. I need a detailed and reasonable explanation why your phone number is never answered, including the question thread on your website, as mentioned by 99% of the other consumers on your reviews. Have this answer sent to me or have the phone line fixed immediately, or I will work with BBB and FTC and some of my other connections to take your business down. ************* is no place for you people to come and start scamming hard-earning honest *********.

  In regards to the order, this supplement was recommended to my old father two months ago for consumption. When you were irresponsive and unable to deliver product, I made my purchase with a different business, with great customer service. If you pay attention to my request and the customer service forms which I filed, I never ASKED FOR A REPLACEMENT. I emailed you many times asking for a refund and a return address to send your damaged product back to you. In addition to that, I have moved to a different address since two weeks ago, and am no longer residing at the resident which I assume you are shipping to. 

  Next time please confirm with the consumer, please making decisions on your own, after having the audacity of replying after two months time. Please do not ship me anything, as the package will go to the wrong resident or possibly get lost. I would like this order to be canceled immediately and letter from your management team stating that you will no longer contact me or email promotional letters. I would like to have no business with *********'s Web, starting today September 28th. 

  Have this order refunded immediately or I will contact my credit card with this information. I am filing a case on FTC against you in the meantime, and have my lawyer on standby, in case I want to take this case to the next stage. CBD product has been working magically for my father, and the lack of service and response and negligence by your company has caused him physical and psychological damage. I await your prompt response.
  
  Sincerely,
  
  Niel Nemka

  Business response

  10/12/2022

  
  I am so sorry for the confusion with your order# 19366440. I have issued a full refund to the original method of payment, please allow 3-5 business days to see the credit reflected on your statement. You will receive a "credit memo" email confirming your refund. If you have any questions or need additional assistance, feel free to reply back to me here, I would be happy to help.
   
  Have a great rest of your day!

  Customer response

  10/12/2022

   
  Complaint: 17796085
  
  I am rejecting this response because: i confirmed with my bank, and they have received no credit from business. please kindly provide refund receipt as attachment to this case. I will share the information with the bank and close this case upon receipt of refund confirmation copy. Thanks
  
  Sincerely,
  
  Niel Nemka

  Business response

  11/09/2022

  Hello Niel,
  
  I am so sorry for the confusion with your order# 19366440. I have issued a full refund to the original method of payment, please allow 3-5 business days to see the credit reflected on your statement. You will receive a "credit memo" email confirming your refund. If you have any questions or need additional assistance, feel free to reply back to me here, I would be happy to help.
   
  Have a great rest of your day!
  
  Yujailec B.
  Customer Care Specialist

  Customer response

  11/18/2022

   
  Complaint: 17796085
  
  I am rejecting this response because: The order was placed on August 16. I have sent the business dozens of emails and made phone calls without a response. They posted a customer service number on their website which is non working. You can see other customers reviews on ****** and BBB are all complaining about the same issue. You call the number and are put on hold for hours without anybody on the other side of the call. 
  i finally contacted my bank in September and my bank filed a chargeback against the business and took my money out of their account. I just confirmed with my bank, that the credit was provided by bank and not refunded by the business. Since the businesss bank  failed to response to the chargeback claim with a rebuttal, the temporary credit became permanent. I cannot accept the businesss dishonest response after many deadlines have passed, and the refund was provided to my by mastercard fraud protection program, which Charlottes web likes to take credit for. 
  these chargebacks affect my credit and reputation negatively and because of Charlottes webs negligence I was forced to do that as a last resort. I have been dealing with issues in my personal life recently and was advised to purchase CBD to deal with my nerve issues and inflammation. And this was the nightmare I had to deal with. I then spent hours trying to contact Charlottes web  and this only added to my mental suffering and inflammation. I like to know what the business is willing to do to make up for this utter negligence.  
  
  Sincerely,
  
  Niel Nemka

  Business response

  05/08/2024

  Looks like we replaced and gave points in 2022 "called twice and left a voicemail. Send an overnight replacement for the damaged items and added 400 reward points to their account for the hassle "

  Customer response

  05/24/2024

   
  Complaint: 17796085
  
  I am rejecting this response because:
  I have not received any replacement nor points to my account. I have changed my residential address and any shipment needs to be sent to my new address. Please contact me via same email ********************* or call ********** to arrange delivery if those replacements and points. Thank you
  Sincerely,
  
  Niel Nemka

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I've contacted the company multiple times since March 6th to return the order and have received no response. The website says it can issue a full refund and will issue return postage. When I contact the company, it says that they'll contact me within 72 hours but have never received any email to return the order. It's been over 288 hours and no response from the company.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered some CBD products. They have a return policy. "All products carry a 30-day customer satisfaction guarantee. If you are not satisfied with any of these products, simply return the unused portion of the product. If we receive a returned product within 30 days, we will issue a full refund."I've emailed them several times to set up a return with no response. I also reached out to their chat feature on their website and no one ever got back to me. I reached out on 11/18, 11/29, and a more recent date on their website."Your request, ticket #C-00359847 has been received."I'm about to hit the 30 day **** and then won't be able to get a refund.

  Business response

  12/17/2021

  *********************** chatted with ***** a CSR on 12/15/21 and we refunded the calm and sleep gummies on 12/15/21. Told her to keep the product and give out to a family or friend. 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a CBD gummies product from charlottesweb.com. The order said that it has shipped but UPS said that the product is damaged and will not ship it. I emailed the company about the problem on the 31st but they have not sent a response. I have still been charged for the product and charlottes web has not reached out to say that they will reship a new product or not. Tracking Number (UPS): ****************** ***************************************************************************************************************************************************************************************************************

  Business response

  11/17/2021

  We spoke to ***** on 11/8/21 and was assisted by Maria in C-********. Replacement order ********* was made!

  Customer response

  11/17/2021

   
  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

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to return a product I purchased because of headaches caused when taking the product. Company advertises a money back guarantee. Company has not responded to emails, contact forms on their website, or telephone calls. It seems there is no way to contact the company to get a mailing label and to take advantage of the money back guarantee advertised. Plus, the product gives me headaches.

  Business response

  11/17/2021

  Hello *******!
  
  Thank you for contacting us! I hope you are having a splendid day! We sincerely apologize for our delayed response to your concern.
  
  We have had a limited staff of late and our leadership team is working diligently to ensure that this does not occur again.
  
  As we are no longer issuing return labels for used products, I went ahead and processed a refund for your order *********. You will receive a credit memo email shortly.
  
  Should you like to call and ask any more questions I would be more than happy to speak with you! We are available by phone, email and chat Monday-Thursday 9AM-5PM, Fridays 9AM-3PM MST at ###-###-####.
  
  Have a wonderful day!
  
  Best Wishes,
  
  ****

  Customer response

  11/20/2021

  
  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.

  When will I receive the credit to my charge account?
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am on a recurring monthly plan to buy cannabidiol from Charlotte's **** but every month they are late in shipping me my order. They only sell a 30 day supply for this option, and they always ship at least several days after the first of each month. I sometimes go two weeks before I can get my next dose.When going without cannabidiol, my chronic illness symptoms increase in intensity, making me very unwell.I have contacted Charlotte's *** four times throughout this year, beginning in April, and I have not received a single reply. I have asked Charlotte's *** to rectify this issue, either by shipping at an earlier date each month or by shipping extra doses, but they will not respond at all.I need this medicine, and I am going without due to this company's shipping policies and lack of customer service.

*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. ↩