Customer ReviewsforSkinny Mixes LLC

Hi *********,

Thanks for leaving us your feedback! I am very sorry for the delay in communication that you experienced. We experienced a huge influx of emails and chats in January and early February and this led to delayed response times. Please know we have increased our customer service team staffing to ensure this experience is not replicated with any of our other consumers.

If there is anything else I can do for you, please don't hesitate to reach out to ****************************************** and ask for *****.

Thank you!

Hi ****,

Thanks for your feedback! I am so sorry about the delayed response times. 

We experienced an influx of emails and chats that led to ** getting behind on consumer messages. I sincerely apologize for that. Please know that our products are 100% safe for consumption after being frozen, with no effect to product quality. You can check out our *********** on our website which has answers to many FAQ's. Here is the link: ********************************************************

If you have any other questions or concerns, please email ****************************************** and ask for *****.

Thanks for your understanding!

Hi ******,

Thanks for reaching out. I'm sorry to hear you never received our email responses back to you!

You reached out to our bot on 12/4 to report an item was missing from your order. Our bot asked for your order number and for photos of the box and packing slip. Our consumer care agent then followed up with you on 12/6 via email to ask what items were missing and to see if you have any photos to share for claims purposes. We did not hear back from you, unfortunately. Please email me directly at ******************************** so we can get this resolved.

Regarding your gift card, we did experience some issues site-wide with our gift cards working properly. Please know you are not alone in that! You reached out on 1/13 and we were experiencing a delay in emails and chat responses due to an unexpected influx of consumer messages. We did respond to you via email a few days ago asking if you could confirm your gift card code so we could investigate properly. We unfortunately, did not hear back.

I just went ahead and sent you a new gift card that does not expire. If you have any trouble using that one, please let me know so I can assist.

Thanks for your understanding! Have a great weekend.

Hi *****,

Thank you for taking the time to leave us a review and allow us the opportunity to resolve this! I am so sorry about your negative experience with our company.

Unfortunately, we did not receive your original request to change the address. We have our IT team looking into this to ensure it doesn't happen again. I am extremely sorry you did not receive a response from us. That said, you are correct. We did mistakenly send the replacement order to the incorrect address. Please know that I have spoken with our consumer care team about the importance of triple checking address changes before making replacements.

I checked the tracking on your replacement order and *** has stated they have received the request to update the address. To make this right, I have gone ahead and refunded your order completely. Please expect to see this reflect on your payment method within 1-3 business days. If the package does not end up arriving, we would be happy to assist with another replacement to the correct address.

Please feel free to direct any future email communication to me, *****, so that I can make sure you're taken care of.

Thank you for your understanding!

Hi ******,

Thanks for contacting us. Please know that we did experience a widespread technical glitch with our gift cards and have apologized to all customers involved. The gift cards originally sent to customers had to be deactivated and resent as they were not working correctly. We apologize for this inconvenience and confusion. We did communicate this actively to all consumers who were supposed to receive a gift card.

I checked our system and we did reply to all the messages you sent yesterday in regards to the gift card. As you were unable to use the one you received, we did create a new one for you which was sent via email at 2 PM today. I do see that you were able to place an order around 4 PM and did not check out with that gift card, so I have gone ahead and refunded your order by $15.

Please let me know if you have any questions or concerns, as we truly appreciate all feedback. We're really sorry about the tech issue, and hope you'll give us another chance.

Thank you!

Hi *****,

We most certainly do give gift cards! I'm so sorry for any confusion. The bot that responded to your original message did not have the knowledge to assist you with the gift card.

We experienced a glitch that caused the gift cards to not be sent out as promised on 12/1. We are incredibly sorry for that. The tech issue was located and resolved. We have since directly emailed you the $15 gift card to **********************.

Please let me know if you have any other questions or concerns, as we would be happy to help.

Thank you!

Hi *****,

Thanks for reaching out. I checked and your order placed 8/7 was lost in transit in San Antonio, TX on 8/11. 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. We are not directly notified by *** when issues like this occur, unfortunately.

Your original email asking about your order status on 8/18 was answered by a chatbot that provided tracking information and asked you reply to the email if your question wasn't answered. We didn't hear back from you until 8/23, in which we immediately made you a replacement order that was shipped 8/24. It should be arriving to you soon!

I do apologize for any negative experience you have had with our company. We are a small team and work to respond to e-mails as quickly as possible, in the order they were received.

Please know if there is anything we can do to make this experience right, we will. Send an email to **************and request for Kerry. I would be happy to assist!

Hi ******,

I am so sorry to hear about your negative experience. You should not have been asked to pay for extra shipping costs. That is very odd and I sincerely apologize for the issue. I checked and can confirm that we did have an actual agent respond to you in order to get this resolved on 7/11.

There are rare times when this issue has occurred in which we immediately refund the additional shipping cost from the original order once a physical receipt or request for payment has been sent to us (a screenshot or photo of the additional charge being requested from *** works!). As the tracking does not notate that a payment needs to be made, we were unable to see the issue when previously speaking with you.

Due to all the confusion and inconvenience this situation has caused you, I have refunded your order in full. Please expect the replacement package to be delivered to you tomorrow, 8/1. Please reach out if you have not received the confirmation email in regard to this replacement.

Thank you for your patience and understanding. We hope this was able to resolve your concerns!