ComplaintsforSkinny Mixes LLC

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on January 31 for 12 items. The package was delivered to me on February 3. The package was completely empty. I immediately emailed customer service. I heard nothing back. The following day, I attempted to contact them through live chat and email again. Still no one reached out to me. It is now 6 days and over a dozen emails later, and 3 live chat attempts, and they STILL havent reached out to me to correct this in any way. I just want my money back and to never deal with this company again

  Business response

  02/26/2024

  Hello,

  Thanks for taking the time to leave us some feedback!

  Unfortunately, it sounds like your order was damaged in transit, with leaking items removed by the carrier. I do apologize for this! We try to have exceptional service when it comes to fulfillment, but unfortunately shipping and handling is outside of our control, and issues like this can happen. I see you contacted us on 2/3 and we did not respond until 2/9. I sincerely apologize for the delay in response. We experienced a backlog of emails and chats that contributed to us not responding in a timely manner. Please know we have increased our customer service staffing to ensure this doesn't happen to any of our consumers again.

  I do see that we responded on 2/9 and immediately refunded you at your request. Please let us know if you have not seen the refund come through to your financial institution. 

  If there is anything else we can assist you with, please reach out.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi. I placed my order (under **************** email) on 1/23/24. I just received my order ****************** (or *******). I ordered the spiced cranberry and the white chocolate peppermint syrup. I just received my order and only received the spiced cranberry syrup. It did not mention anywhere that the other item was shipped separately. I noticed that the other syrup I was supposed to receive is out of stock, but was not out of stock when I placed my order. There is no separate email for shipping separately. I have been emailing and trying to contact someone via email or live chat to assist me with this issue but no one has gotten back to me. Please let me know what happened and when I might receive the white chocolate peppermint syrup, or Id appreciate a full refund for the item as I dont have it with me.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 10 products from this company. I missing 2 bottles of cotton candy, 1 mermaid and 2 sugar cookies. I tried to reach to company with no response.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/30/2023 I ordered $66.00 worth of syrups. I have received a email confirming my order, but nothing else. I tried emailing them to find out a shipping date and heard Nothing back from them. I tried calling them but nobody answered and it just kept telling me to press 1 for customer supportand it just keeps repeating that.

  Business response

  01/19/2024

  Hi ********,

  Thanks for reaching out! I am so sorry to hear that you tried to call and were unable to reach us. I will have our IT team look into why your call was not received!

  You reached out to our chatbot on 1/3 asking for information about your order and it sent you to this link: *****************************************************************************************************. We responded via email the next day letting you know we were running slightly behind on fulfillment but that your order would be shipping shortly. We do apologize for the delay!

  I checked the tracking on your order and it shows it was delivered to your address two days after this claim was submitted. If that is not the case, please reach out to us directly via email and I would be happy to either refund or replace your order.

  Thank you for your understanding!

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered with them on November 9th, its now the 28th and still no package, we have checked tracking (1ZAR13470388163634) and it has never went anywhere Our order number is ******* My wife ************************* order this but she doesnt handle talking to companies and honestly I have yet to be able to contact them, hoping you can help

  Business response

  11/29/2023

  Hi ******,

  We sent you an email regarding this order yesterday! We heard from *** that it had gotten lost in transit so we see you a message to let you know it was being reshipped.

  There were a few out of stock items that we did have to refund you for - which should come through to you within 1-3 business days. The rest of your items will be reshipped tomorrow morning.

  Thank you for your understanding and we hope you have a great day. Please reach out if you experience any other issues.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 9/13/2023. Label was created on 9/15/2023 and package is still awaiting shipment as of 9/21/2023. I reached out via email/online because you cannot reach customer service by phone (no one answers the ** number, all day, any day, 24/7 - I tried). The Chat Box responded on 9/15/2023 with message, "Hi *******, this is the Skinny Mixes Chat Bot. I detected that you are asking about your order status. Currently, we are at a 13-day lead time from order placement to shipment. If you have any questions, please reply back to this email so a live agent can assist you. ??#******* ***** Sugar Free French Toast Syrup **** x9 I replied as instructed - NOTHING. 6 days later and still nothing. All I want is my money back.

  Business response

  09/22/2023

  Good morning! Thanks for reaching out and sharing your feedback.

  We shipped your order on 9/15 in two packages with ***** It seems that **** lost both boxes for a few days. We try to provide exceptional service but some factors like shipping and handling are outside of our control, and issues like this can unfortunately happen.

  The good news - both packages show movement from this morning! I will have my team email the tracking numbers to you so they're not publicly shared here. Both packages are in your state and will be delivered today.

  Please let us know if you have any questions. We appreciate your patience!

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #******* on 6/30/23, website indicates date fulfilled on July 6, 2023, received email on July 19, 2023 indicating order was ready to ship. I checked website for status and it indicates a label has been created. To date I have not received my order. Of course theres no phone number to call listed on their website. Finally found a number and the message gives 2 options. No matter which option I chose it just kept repeating the same message. I did send several emails but never received a response! Ive seen the info on website regarding longer than usual shipping time, but have also received an email that shipping issues have been resolved. I will say that *** ordered previously and never had an issue except for the long wait time. All I want are the syrups I ordered!

  Business response

  08/22/2023

  Hi *****,

  Thanks for the taking the time to leave us some feedback. Once again, I would like to apologize for the experience you have had. Your order was lost/damaged after it shipped and before the carrier was able to scan it.

  I sent you a replacement order after reading your concerns that was marked as delivered on 8/19. Please let us know if you received this!

  I also sent you a partial refund offer through PayPal due to the delay in getting this resolved for you. If there is anything else I can do to leave you with a positive experience, please reach out to me.

  Thank you!

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1st message to company:My order, #*******, was placed 5/22/23. It is now June 5th and it still hasn't processed and shipped? This surpasses the "up to two week delay in shipping". If it's not shipped today, June 5th, please cancel my order as I will need to do something different.Order #:******* Their response: Thanks for reaching out!We are currently experiencing an influx of orders which have caused a delay of up to two weeks in our shipping process. We appreciate your patience in advance as we work as fast as possible to provide updates and email assistance.My response as I've received no tracking # anything and on their website it states they have confirmed my order, not processed it much less shipped it, was only in the subject line of return email stating this is inexcusable filing a complaint with the BBB.I am asking for either a tracking # or a full refund as I've had to yet spend more money on a substitute product since I've not received my order .

  Business response

  06/07/2023

  Hello! We're so sorry for the delay in fulfillment. Your order did ship on 6/5 with UPS 1ZAR13470358529699. It is currently in transit to your destination.

  Thank you for your understanding and we appreciate your business and support!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered on 4/17/23, no product, emailed customer service. No response, no phone number to call. *** site states labeled and its been that way for 3 weeks. At this point a month later would just want a refund. Thank-you *******

  Business response

  05/23/2023

  Hi *******,

  Thanks for reaching out to us. I am so sorry to hear about your order not being delivered. I looked into this for you and the package most likely got lost with the carrier after it was picked up from our warehouse or damaged and discarded before being scanned. 

  I do see that you received an automatic reply to your email on 5/12 with tracking information that stated, "This is an automated message. If it does not answer your question, please reply to this message and we will get back to you as soon as possible." No worries, however! I have gone ahead and refunded you in full per your request. You should see this refund on your card within 1-3 business days.

  Once again, I am so sorry for this negative experience you have had with ** and shipping out your order.

  Please let me know if you have any questions, as I would be happy to help.

  Customer response

  05/23/2023

   
  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

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order on 4/16/23 for 9 skinny mixes totaling $72.63 Received notification my ordered shipped on 4/28/23 *** notified me 5/1/23 they damaged the package and returned it to the sender They received it on 5/3/23 Ive emailed skinny mixes 6 times with no reply back. There is no number to call. Only email to which they never reply. I want my refund so I can purchase the items somewhere else.

  Business response

  05/15/2023

  Hi *****,

  Thanks for reaching out and providing feedback. I would like to apologize for the delay in shipping and in email response. We have had a massive influx of orders and emails within a very short time frame that has set our team behind. Please know the entire customer service team is working overtime to reply to messages in the order they were received. 

  I'm sorry to hear your order was damaged by **** but I do see that our team replied to your email and refunded you for the order. 

  We appreciate your patience and apologize one again for this negative experience.

  Customer response

  05/16/2023

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

*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. ↩