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:12/31/2024

  Type:Service or Repair 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 have shopped at this CBD dealer before in the past. Recently I went onto the website and was browsing to make a another purchase. I was redirected while browsing to a promotional page that said you could claim a free $25 gift card for the holidays. There is nothing on this page that says current users are excluded so I sent out a few and claimed one for myself. Which their system SENT to my account, credited to my account and showed up in my account. There was never and error or anything sent to me on their end. I went through with a purchase and received an email the next day stating that my account was "violating promotional jargan" I said "well whatever" and decided I would just make the purchase NOT using the alleged holiday giftcard. When I went to log in I come to find that my ENTIRE account is banned. I cannot log in, I lose ALL my purchase history and account points that you gain from purchases. I have contacted their customer support and I seem to be talking to a bot.

  Business Response

  Date: 12/31/2024

  Thank you for reaching out and providing details about your concerns. Wed like to address the situation thoroughly to ensure theres clarity.
  
  
  The holiday gift card promotion was intended as a friends and family offer, designed for recipients to share with others outside their own account. While the promotional page did not explicitly restrict current account holders, the terms of the promotion limited the use of one gift card per household.
  
  
  In your case, the system sent the holiday gift card to your account, and it was applied to Order #*******. Upon review, we identified a violation of the promotions intended use, as well as the creation of a second account ************************* to claim another gift card, which further exceeded the one-per-household limit.
  
  
  As a result:
  Order #******* was canceled because it utilized the gift card inappropriately.
  Due to repeated violations of the promotional terms, your account was disabled.
  
  
  Weve attached copies of all related invoices and communications for your reference. If you have additional questions or believe theres been an error, please dont hesitate to contact us directly. We value your previous support and regret any inconvenience caused by this matter.

  Business Response

  Date: 12/31/2024

  Weve attached your account history and related invoices for your reference. If you have further questions or feel theres been a misunderstanding, please dont hesitate to contact us.
  

• Initial Complaint

  Date:12/11/2024

  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.

  I ordered here and I have not received my package. The company will not do anything to correct it. This company has just stole $200.00 from me.

  Business Response

  Date: 12/12/2024

  Hello ******,

   

  Thank you for reaching out to us regarding your order. We understand your frustration, and we apologize for the inconvenience caused by the delay.
  
  
  Upon review, the tracking information for your order shows that it is currently delayed in transit. **** has experienced some delays, which may have impacted your shipment. We do offer *** as an alternative shipping option for faster delivery, as well as priority services to expedite processing and shipment times.
  
  
  If your package has not been delivered by Monday, December 16, please contact us so we can further assist you.
  
  
  We appreciate your patience and understanding. If you have any further concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 12/12/2024

   
  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:11/29/2024

  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.

  Complaint Summary:I am filing a complaint against Diamond CBD, a company that specializes in selling CBD products, for failing to process my order and for providing no response from their customer support team. My order has been stuck in under review status for an extended period, and despite several attempts to contact their customer service, I have not received any communication or assistance.

  Business Response

  Date: 11/29/2024

  Dear ***** & ****
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  Dear ***** & ****,
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  Dear *****,
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  Dear *****,
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to *********************************** and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  we let the customer know we can approved once we get a valid ID which they do not want to send 

• Initial Complaint

  Date:11/29/2024

  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.

  On 11/28/24 I purchased a disposable vape and 7 pills but my order status has been marked as under review. I have contacted customer support but they didnt even bother looking at my message or anything even tried reaching out via email yet no response and my order has been stuck like this.

  Business Response

  Date: 11/29/2024

  Dear ***** & ****
  
  
  Thank you for reaching out, and we apologize for any inconvenience regarding your order status.
  
  
  Your order was placed on Thanksgiving Day, a holiday during which our offices were closed. As a result, there was a slight delay in processing orders due to the holiday schedule.
  
  
  Upon review, we also noticed that you utilized our $25 gift card promotion twice, which is limited to one use per person and per household. In accordance with our policy, we had to cancel one of the orders to ensure fairness for all customers.
  
  
  To proceed with completing your remaining order, we will need a valid photo ID to verify that you are 21 or older, as required by law. Please send a clear photo of your ID to [insert email address], and we will prioritize processing your order once the verification is complete.
  
  
  We appreciate your understanding and cooperation. If you have any further questions, feel free to reach out.

  Business Response

  Date: 11/29/2024

  the customer is refusing to follow protocol with id verification 

• Initial Complaint

  Date:10/05/2024

  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.

  I ordered a combo pack of what was suppose to be live rosin sauce, live resin, sugar crumble and diamonds. What I received was 3 grams of unflavored distillate and 1 gram of dry unflavored diamonds. This website shop is a scam that is selling fraudulent items. I am looking to get a full refund as soon as possible. This is unacceptable.

  Business Response

  Date: 10/08/2024

  Hi ****,
  
  We sincerely apologize for the confusion with your order. Its important to clarify that you left this review before giving our customer support team the chance to assist you. You reached out to us over the weekend, and since our hours are Monday through Friday, 9 AM to 6 PM EST, we were able to address the issue and process a full refund as soon as our team was back in the office.
  
  We always strive to provide the best service and resolve any concerns as quickly as possible. If you have any further questions or need additional assistance, feel free to reach out during our business hours.

• Initial Complaint

  Date:08/22/2024

  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.

  On 8/1/24 I made a purchase. It was $44.99 prior to tax ect. Anyways I ordered a pineapple express vape pen. When i received I did what directions said. I tried charging it everything. It was defective and today is 8/21/24 and at least over other day since I got my order I have tried contacting this company and their support time in one way or another with no response or reply at all! So I got scammed and they probably don't even have a customer support team. If so they need to be fired cause they are not doing their jobs

  Business Response

  Date: 08/22/2024

  Dear *********************************,
  We sincerely apologize for the inconvenience you've experienced with your recent purchase of the Pineapple Express vape pen. We understand how frustrating it can be when a product doesn't work as expected, and we are committed to resolving this issue for you.
  Upon reviewing our records, we see that our support team attempted to contact you via email on both August 16th and August 19th. Additionally, we made a phone call on August 19th, but were unable to reach you, as the call was not answered and our follow-up attempts were unsuccessful. Its possible that our emails may have ended up in your spam or junk folder, so we kindly ask that you check those folders.
  We understand that it may seem like you've been ignored, but we assure you that our team has been actively trying to assist you. To expedite the resolution, please contact us directly at ************ so we can troubleshoot the issue with your vape pen.
  Your satisfaction is important to us, and we are here to help resolve this matter as quickly as possible.
  Thank you for your understanding.

• Initial Complaint

  Date:08/13/2024

  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.

  Company refuses to re-ship product to correct address or refund. *** contacted them to get them to re ship my items to the correct address They refuse to, unless I provide them with an ID through email which Im not comfortable with as its an unsecured form of contact. They also refuse to cancel the order and provide a refund.

  Business Response

  Date: 08/14/2024

  Thank you for getting in touch with us regarding your recent order. We sincerely apologize for any frustration this situation has caused.
  Upon reviewing your order, it appears that the shipping address provided did not include an apartment number, which led to the package being returned to us. To ensure that the reshipment is sent to the correct address, we kindly requested a form of ID or a utility bill to verify the address update. This request is part of our standard procedure to protect both your order and personal information.
  We understand your concerns about sharing personal documents through email. If you're uncomfortable with this method, we are more than happy to explore alternative ways to verify your address that protect your privacy and maintain security. Please let us know if you'd prefer a phone verification.
  Regarding the payment for your order, since two free gift cards were used, we are unable to process a refund for the gift card balance. However, we have refunded the remaining $2.98 to your original payment method as a gesture of goodwill.
  We regret that we're unable to reship the order without verification, but we want to ensure your package is delivered correctly. If you decide to proceed with the verification, please let us know how you'd like to do so, and we'll do our best to accommodate your preferences.
  Thank you for your understanding, and we appreciate your cooperation in resolving this matter.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22136164
  
  I am rejecting this response because:
  
  It is untruthful that I did not provide an accurate shipping address as provided in the image, and they refuse to refund until I got in contact with the BBB I dont see why I should have to verify something that I inputted correctly that you guys messed up

  Business Response

  Date: 08/23/2024

  Dear *****************,
  Thank you for contacting us regarding your complimentary orders. We understand your concerns and would like to clarify our process.
  Our records show that the order was returned to us due to an issue with the shipping address. While we acknowledge that this situation is frustrating, please note that our goal is to ensure that your order is delivered safely and accurately.
  As part of our standard procedure for orders returned to us, we require verification of identity before we can reship your order or issue a refund. This is especially important given that our products are only available to customers who are 21 years of age or older. Therefore, we ask that you provide a valid photo ID to confirm your identity and age. This verification step is essential to protect against any potential fraud and to comply with legal requirements.
  We understand that you believe the address was input correctly, and we are not questioning your accuracy. However, to move forward with resolving this issue, we must complete the verification process as outlined.
  Once we receive your valid photo ID, we will proceed with either reshipping your order or processing your refund, depending on your preference.
  Thank you for your understanding and cooperation. We look forward to resolving this matter promptly.

• Initial Complaint

  Date:07/12/2024

  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.

  I would like to make a complaint in regards to misleading/false advertisement. Last week they had a buy on get one free special. I should have paid better attention to the receipt when I ordered but was in a hurry and since I saw all the banners and fireworks showing when the special was applied I thought all was good. When I got the order and started reviewing it I realized that the " special price" rang up to literally be more expensive than If I had just bought the product regular price. When I complained they said the **** doesn't apply to the discounts you already get if you buy in bulk. If that is the case then why apply this bonus at check out other than to get me to pay more than the advertised price?

  Business Response

  Date: 07/17/2024

  Hi there *****,

  Thank you for reaching out to us regarding the issue you encountered with our recent buy one get one free (BOGO) promotion. We sincerely apologize for any confusion and inconvenience this may have caused you.
  We understand your frustration with the pricing. Our intention is always to provide clear and beneficial offers to our customers, and it is clear that in this instance.
  Looks like we were able to reach out to you and offer a solution so we are glad to see we are back on the right track!
  We appreciate your understanding and patience as we addressed this matter. Your feedback is invaluable to us, and we are taking steps to ensure such issues do not occur in the future. If you have any further concerns or questions, please do not hesitate to contact us directly.
  Thank you for bringing this to our attention and for giving us the opportunity to make things right.
  

  Customer Answer

  Date: 07/25/2024

   
  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:11/20/2023

  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 ordered threw Diamond CBD on November 8th **** and received the items on November 16th 2023 and it should of been 2 day shipping. I received the order and the pre rolls are not good, I added pictures, the marijuana is nasty disgusting, have dropped one in the toilet where my p*** was at, I guess that's where it belonged .

  Business Response

  Date: 11/21/2023

  Hi there, We have responded to the customer several times about our processing times. We have 5 emails explaining this. We are just trying to get our items back so we can refund the customer but the customer would rather leave reviews instead of responding to the email about dropping the items off so we can refund the order. 

  We have sent the label again and also added it to this complaint. I have attached the previous response we have written before. Please let us know when the package it dropped off so we can refund you.

   

  Hi there, We have reviewed your account and the order was placed on Friday 11/10/23 at 4:48pm EST. Our processing times are ***** business hours which is stated on the site when the order is placed. This order was sent to the warehouse on Monday 11/13/23 and we have until Wednesday to ship the order out. Once the order has shipped it will take 2 business days to receive which we let the customer know on 11/13 via email and explained our processing times. The customer kept emailing in multiple times the same day asking where her package was which we again let them know our processing times. The order was delivered on time VIA *** DAY with the tracking number 1Z812FY80221431263 on Thursday 11/16/23 which is what we guarantee our customers. The order was placed in the afternoon on Friday and we are not open on weekends. The order shipped Tuesday and was received Thursday which is not late. We have no issues sending a return label when our customers are not satisfied with the items which we have done. Once we get our items back we can offer a full refund to the customer.

  Business Response

  Date: 11/29/2023

  As of 11/29/23 the customer has not responded to ** or dropped off the package so we can resolve the issue. I have attached proof of the customer getting our emails and also the label for the return. 

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair 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 subscription for a product to be sent to me monthly, I canceled it four days before the charge was due, but they charged me anyway, and didnt send me any product, I was told to wait 5-7 business for the charge to fall off, but it has been over two weeks of them telling me to wait and I still have not gotten my money back.

  Business Response

  Date: 09/11/2023

  Hi there,

  We have been in contact with this customer about the charge and they were aware that we had to ask the merchant to reverse the charge. Which we can confirm they did and they also sent the customer and email about the refund. We had upgraded our system and the charge was in the old system. This is the reason why it took extra time to resolve. We let the customer know we were activity looking into the situation and gave updates when requested. We have attached the email transcript of the chat about the situation. 

  Customer Answer

  Date: 09/12/2023

   
  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,
  
  ****************