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:02/21/2025

  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 3 items from Corkcicle on January 25th. I was notified on January 27th the items were ready to ship. It is now February 21st and the items still say ready to ship. Ive contacted the company and waited the 3-5 days they say they need to respond to customers. No one is getting back with me. The company has horrible communication. I just want my items since they are presents for a child. She specifically requested these cups and I dont want to let her down. I had ordered from them previously and had issues with them sending me used products. I brushed it off as a mistake but now I realize this company doesnt care about its customers. All they want is money and they are willing to take your money and not send the products you ordered.

  Business Response

  Date: 04/14/2025

  Hi there,

   

  I apologize for the delay and the previous messages were not received. I received this notification after being out of office last week. 

  I am unsure as to what the issue is here. The customer reached out back in February regarding a missing package, which we then reshipped at no cost. That replacement was delivered on March 6th. Please find all supporting material attached.

• Initial Complaint

  Date:02/03/2025

  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.

  On 5/15/24 I paid $44.77 EACH for two Star Wars sling bags and they have since remained untouched since the purchase. It was a gift for a friends birthday just two months later but I was preparing since I knew she wanted them. She ended up passing away due to a drunk driver just a week before her birthday and after that I just became a shell of who I was. I couldnt even go to work, much less initiate a return on a gift that was still sitting perfectly untouched ready to be used by someone not on this earth anymore. Now it is months later Im doing better, Im finally going through my work office and find the unwrapped gift. I dig through my emails and find my order number, it hasnt been a full year, so hey, maybe theres a chance I asked politely if there was any way to make a return outside of the return window due to the circumstances. They told me no, and I asked if there was anyone in a higher position that could be asked for an exception, and that I would even be willing so pay for the shipping to send the items back myself, and the response I got was overwhelming. I was sent 3 paragraphs from a manager who stated (and I will quote directly, copy and paste) If you ship the items back, they will not be accepted, and you will not be refunded as you did not do it the right way. There are rules for a reason and you do not get to make your ****** in awe of the lack of empathy their customer service team has and as a Star Wars fan, hoped the franchise would choose to do business with a more reputable company. It seems most reviews I see are related not the the products themselves but to the hassle customer service is. My ****** learned: dont even ask, its not worth it.

  Business Response

  Date: 03/14/2025

  Hello there,
  First and foremost we did connect with the customer prior to the situation escalating to where the policy was upheld. In the correspondence you can see that not only the agent, but the manager involved fully acknowledged and sympathized with the customer regarding the situation. Our sincerest condolences were expressed for the situation. While our standard return window is 30 days, we are able to make exceptions for differing circumstances, however none of which are allowed outside of a 90 day window. When we were contacted it had been 9 months since the purchase and there was no way to allow a return within our system. It was not until the customer threatened to file a chargeback did the agent feel attacked and explain to the customer that chargebacks are for real situations where a customer either did not receive items, was charged incorrectly or otherwise. They are not for when all rules and guidelines have been followed as laid out and the customer does not like the answer. The way in which the customer chose to speak to the agent was also unacceptable. 
  
  If BBB determines that a refund is the appropriate action, we will comply. 

  Business Response

  Date: 03/19/2025

  Hi there,

   

  We were unable to respond as our email address that receives these had somehow suspended these emails. I apologize. I have responded to you internally as of last Friday, March 14th. 

  Please let me know if you received it. 

  Business Response

  Date: 03/19/2025

  While we completely sympathized with the customer, and conveyed that through two different agents-- unfortunately given the time that had past, we were no longer able to accept the items back. There is a process that has to take place for all of the returns and after 90 days we are unable to do so. We have the posted return window as 30 per policy, but we can make exceptions due to extenuating circumstances up to 90 days. As this customer reached out 9 months after, we were unable to assist, but did suggest other avenues to recomp the product. When the customer suggested that she would return them on her own, we merely explained that because our warehouse is a 3PL company, if they do not have a authorized return associated with a package, it cannot be accepted and returned into inventory. There are just a set of guidelines that must be followed and attempting to process it any other way would result in a rejection of the return. I regret that we were unable to help with this situation sooner, and understand the customer's frustration. However, return policies are an industry standard as well as the guidelines surrounding them. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22893986
  
  I am rejecting this response because:

  It is not just about guidelines or industry standards regarding the returnI fully understand that businesses have rules in place. What this is about is the way your company handled the situation. It wasnt just a simple denial of my request (which I could have accepted). Instead, the way I was responded to made me regret even asking in the first place. I was made to feel stupid, as if I should have known better than to even reach out that far after the return window had passed. 
  
  A company that values its customers doesnt just follow policies; it considers the human side of things. But in my case, there was no understanding, no considerationjust dismissal that left me feeling embarrassed for even trying. Thats what this complaint is about.
  And even now I see you not taking any responsibility whatsoever. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:01/23/2025

  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 received a Christmas gift from corkcicle and decided it was too small of a canteen. I went on their website to try and exchange it for the larger canteen. Could not identify how to do this. I then looked up their local dealers to try at the stores. Both stores, on different days, I went to no longer carried corkcicle and I was not able to exchange. I then went back to their website and the only option was to sent an email. They responded the next day saying I could not exchange at all. Then I asked to return it, so then I could buy a new one. They did not tell me they needed the original invoice information. I tracked it down about was a gift, and then they said its too late its over 30 days and they could not return it now. I have been trying for 30 days to return or exchange it. Now I am left with a product I do not want and all they say is sorry here is our policy vs trying to help a customer. Who has been trying to do everything right.

  Business Response

  Date: 03/17/2025

  I apologize for the delay in response-- all correspondence from BBB was temporarily suspended on our account. I am just now seeing this now.

   

  In the matter of Mr. ***** *******-- unfortunately the agent assisting was incorrect in that the canteen could not be returned. While we do not offer exchanges, as is stated in the policy we do offer returns. While this could have still been processed, what the agent should have explained to the customer is that because this item was purchased by another user, the return would have gone back to that user and a credit could not have been issued. Attached is the return policy as stated on the website. I am very sorry that Mr. ******* spent so much time trying to return the item in store when in-store returns of online purchased items are not possible as those are third-party authorized resellers. If purchased directly from ************************** the only way to return is to Corkcicle through the link that was provided by the agent.

   

  Should Mr. ******* still want to return the canteen, I am happy to open up that return window for him.

   

  Best, 

• Initial Complaint

  Date:12/18/2024

  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 placed an order for 4 of the 36 thermos cups and I only received 3. The box had not been tampered with. I contacted customer service that stated I needed shipping insurance. I know that this mistake happened in packing the box and I have never been told I need shipping insurance when it is the company's fault. I am asking for either a refund or a replacement.

  Business Response

  Date: 12/23/2024

  Hi there, after the investigation into this was complete, a replacement order was sent to the customer. Please see screenshot displaying where this was told, as well as the replacement order associated with this in the bottom right corner. 

• Initial Complaint

  Date:11/20/2024

  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.

  Ordered 2 Go Cup XL, colors Gloss white & Lover on Oct 25. Delivery eta was 10/31.11/7 reached out to them about order missing. 11/7 filed with *** a claim about package missing.11/18 called *** about claim and told only Corkcicle can speak to them. 11/19 Corkcicle continues to refuse to speak with *** saying I have to and informing me that next time to pay extra to not have the hassle of a package not being delivered. 11/20 still no resolution to goods paid for. I just want them delivered and never purchase from corkcicle again.

  Business Response

  Date: 11/25/2024

  Thank you for taking the time to reach out. Initially, this case was handled by a newer representative who did process the interaction as instructed-- Customers are notified at checkout that they can purchase insurance on the shipment (screenshot attached). Additionally, it stated that "By not selecting Green Shipping Protection, we are not liable for any lost, damaged, or stolen items." Once the ticket was escalated to a Supervisor, the supervisor made an exception here as a claim had been initiated by the customer through *** as requested. The supervisor then refunded the purchase, as seen in the additional attachments. 

• Initial Complaint

  Date:09/19/2024

  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.

  On 9/2/24 I purchased a crossbody bag for $39.96 (including $9.95 shipping fee).On 9/12 I decided I wanted to return the item so I went on the website to search the return policy. It stated "Corkcicle offers hassle-free returns for items purchased on ************************** within 30 days of purchase for new, unused products in their original packaging.?Please note that the cost of the return shipping label will be deducted from your refund amount."I went to go process the return and there is a $11.60 processing fee tacked on to the return. I emailed customer service on 9/13 to understand what this fee was, and was told "As part of our return policy, a refund processing fee is applied. This fee covers the administrative costs associated with processing returns and refunds.This is a standard practice to ensure that we can continue to provide quality service and manage the return process efficiently." Now I don't understand what standard practice means as I am not aware of other retailers that use this, but the return policy said the cost of the return shipping label would be deducted from the amount. In no way shape or form does the return policy state a refund processing fee would also be applied for $11.60. I repeatedly asked where in the policy it states there is also a refund processing fee, and the representative never addressed that question.But, they came back and said "Id like to inform you that the refund processing fee is equivalent to the return shipping fee. This fee is deducted from the total refund amount to cover the cost of processing the return." So now after multiple exchanges I am told the processing fee is equivalent to the return shipping fee. It does not add up. First I was told it was a fee to cover the administrative fee to process the return, and now they are saying it is the same as the shipping costs. It is a shady business and they are making money off of customers and returns,

  Business Response

  Date: 09/24/2024

  Business

  Most Recent Message

  Date Sent: 9/21/2024 12:25:13 PM
  Please find the attachment Return Policy which does state the cost of the shipping label will be deducted from the return. The $11.60 being deducted is directly associated to that cost, as explained. Based upon the size and weight of the item, then distance it takes to ship it, the return shipping is automatically calculated and deducted. All policies are clearly labeled and explained throughout the process. The return is hassle free as it relates to it just takes a few clicks to return a product, thus implying no hassle. We never state that we offer free returns.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22309481
  
  I am rejecting this response because: I never said I expected a free return.  My issue is the return "shipping fee" is more than what I paid to have it shipped to me in the first place and is listed on the return as a handling fee.  When I questioned it, I received multiple answers from their customer service *** what it was for.  I was told it was to cover administrative costs to return an item.  I was told it was a refund processing fee.  I was told it was the same as the shipping costs.  How can it cost more to ship an item back?  I paid $9.95 shipping to me.  Why is it $11.60 to ship back?  The weight of the package/item did not change.  So am I being charged a handling fee on top of shipping?
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 09/25/2024

  Business

  Most Recent Message

  Date Sent: 9/25/2024 10:10:52 AM
  When you purchase an item we provide a flat shipping rate of $9.95 for all orders under $49. This is a discounted rate from what the actual shipping charge is. So as to keep our shipping consistent for each customer, it is a rate of $9.95 regardless of size or weight. However, when you return that package, it is no longer a flat rate, it is the actual return shipping rate. While we give you an upfront shipping discount, the same is not applied to the return cost.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22309481
  
  I am rejecting this response because: At this point I feel the company is just saying whatever to get out of this situation.  It is funny each time I dig into this more information seems to come out.  If that is the case then this should be listed on your website like other retailers do. How do I know it costs $11.60 to ship it back?  Do I have the option to use my own method of shipping it back for a return?  
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 09/30/2024

  Business

  Most Recent Message

  Date Sent: 9/26/2024 2:19:18 PM
  The flat rate is visible to all customers, and does not change when purchasing products of varying sizes. The return shipping is automatically calculated by the returns portal Loop, when it goes to generate a return label all information --address, size, weight, etc. are provided to *** and a shipping cost is determined. We have no control over that generated number. The return policy does state that the customer is responsible for return shipping. All returns have to be processed through Loop in order to ensure it is checked in, and properly returned. Any returns made through other means outside of Loop will not be accepted. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22309481
  
  I am rejecting this response because: At this point I can see the BBB is not going to do anything to assist with the mediation of this complaint, and at this point we are getting nowhere based on the responses from the business because they feel their arbitrary return policy is sufficient.  No customer should ever be charged more than what they paid for their shipping in their first place for an item they are no longer keeping and have no visibility to how that cost is being generated.  This is disappointing and I will make sure I, nor anyone I know, purchase from and support such an untrustworthy company that takes advantage of their customers.  I am moving on but want it noted this issue was not resolved in hopes that other consumers see this and are made aware of the high return cost that will be incurred for an item as small as a crossbody bag. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:08/08/2024

  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 received a Corkcicle cup from my son for my birthday on July 8th. I only used the cup a few times and the handle came off. I tried contacting Corkcicle several times but they informed me that it was considered normal wear and tear. I would not consider a cup that I only had a few weeks and the handle fell off normal wear and tear. When you look at the picture there are no weld marks on the cup I have no idea how the handle was held on to the cup.

  Business Response

  Date: 08/09/2024

  Hi ***, thank you for reaching out. I apologize for the inconvenience and confusion here as your case was handled by an agent that was new to our team. As they were not yet familiar with this product, they did not recognize it as a defect as opposed to incidental damage. In the future, should you feel that any of the information you have been provided seems inaccurate or unjust, please request to speak to a manager and we are always happy to review. I apologize for your experience here and would gladly provide a refund. Unfortunately we have not yet been provided an order number for which to do so. Please feel free to respond directly to the previous correspondence with the agent and provide that so that we can issue a refund.

• Initial Complaint

  Date:06/27/2024

  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.

  I ordered from this company because I have used them before and like their products. However when placing my last order the item said that it was a buy one get one. So I selected the item for my husband and son. The Items were ordered on June 21, 2024. The order # was CRK-*******. I ordered the arctic color walnut wood size slim - I ordered 1 since it said buy on get one free in bright green letters. The item was $27.95 plus shipping. When I received my items I only received 1 of the buy one get one item I ordered. I emailed several times only for them to tell me I was supposed to order 2 and 1 would be taken off at checkout. That was unacceptable and false advertisement. I have contacted them several times only for them to tell me too bad I missed out. I want my money back or the Item I was promised. I was treated terrible by customer service they would not make the situation right- not even send me a coupon for the item I bought. can you help me get my BOGO item or the second free item- I assumed I was getting 2 of what I ordered - it did not state other wise. This is terrible the item is pricey and now my family is upset. The amount below is for the item I am writing about and shipping. There were other items in the order that were ok.

  Business Response

  Date: 06/28/2024

  Thank you for taking the time to reach out. While I understand the confusion here, as is the same with all **** promotions you would need too add both items to your cart in order to redeem. I have added a screenshot from the website of my cart when adding. It does state that the **** is reflected at checkout. If one item is added, it will not populate a free item because the customer needs to select with additional finish they would want. In no way would we want to force the customer to get two of the same item when they have an option to pick two different patterns and receive one for free. You can see from the screenshot that when two items are added, the second is free. This is additionally not an automatic discount when only selecting one item as we would not assume customers would want two and still have to allow those only wanting to purchase a single unit to do so. While I sympathize with the customer, our representative was courteous, and explanatory. As we cannot cover the cost to ship an item that a customer missed to add to their cart, we are unable to offer that additional item. I apologize for the inconvenience.  

  Customer Answer

  Date: 06/28/2024

  With all due respect, I understand you expect the public to automatically know they need place 2 of the same item in the cart to receive a bogo.  It does not state on the page you must place 2 of the same item in the cart to receive the bogo.   With all fairness I get you can't give me the *****, but is company in good faith even going to give me a coupon for free shipping so I can get the item I thought I was receiving?   To me from my point of view as a consumer/ faithful customer, at least help with the shipping eventhough it was not stated properly on the website.

   

  Regards 

  Mrs.Pepe 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21911020
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 6/28/2024 4:55:14 PM
  

  With all due respect, I understand you expect the public to automatically know they need place 2 of the same item in the cart to receive a bogo.  It does not state on the page you must place 2 of the same item in the cart to receive the bogo.   With all fairness I get you can't give me the *****, but is company in good faith even going to give me a coupon for free shipping so I can get the item I thought I was receiving?   To me from my point of view as a consumer/ faithful customer, at least help with the shipping eventhough it was not stated properly on the website.

   

  Regards 

  Mrs.Pepe 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/11/2024

  More Information

       

  More Information Received:

  from: ********************************** on 7/11/2024

  Relay Message

  Mark as Reviewed

  Sent Via:	Email (ODR)
  From:	***********************
  From Email:	***********************
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	7/11/2024 1:29:12 PM
  Date Read:	7/11/2024 2:33:06 PM
  Attachments:	**** PROMO.png (Add to Library) (Manage File)

  
  
  

  Please see attached image from link *********************************************** which sates:
  Customers must add the second item to their cart manually for the **** promotion to apply.
  The second item does not automatically add to cart, two items must be added to the order.

   

  Attachments:

  **** PROMO.png

  
  

• Initial Complaint

  Date:06/05/2024

  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.

  This company advertises "hassle free returns" but I have gotten nothing but that. I returned what I considered to be a defective product only to find out (after starting the claim) that they wanted to charge me $11.49 to return it. Insane for such a light item, but I thought at least I will get some of my money back. Next I received an email saying they got notification that the item was received by *** (so out of my control now), but not issuing a refund yet. Today I got an email saying they RECEIVED the product (now have possession of the item), but it could take 14 days before I receive my partial refund while they "review" the order. I have exchanged a few emails between them now stating they are effectively charging me for something they have, and I also shouldn't have had to pay anything (let alone that ridiculous price) to send it back to begin with. All I have been told is this is our policy and sorry you don't like it. I informed them I would be filing a claim with you.

  Business Response

  Date: 06/11/2024

  Hi there,

   

  Please see attachment CRK-******* Conversation to see what transpired. The customer reached out to inform us that she was not satisfied with her purchase, and as nothing was wrong with the item, she just did not like it she was prompted to return the item via our return portal. As per our return policy, attached as a screen shot and available here as well: ********************************************************************************************* the customer is responsible for the return cost to ship the item back and for us to restock the item. The customer is also informed that once the item is received it can take up to 14 business days for that return to be processed. Due to the influx we do have this window of time which is provided in writing to the customer both online and when they process the return. This customer is simply upset because she does not believe in our Policy--however it is standard practice. 

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21807917
  
  I am rejecting this response because:

  First, it's not that I'm "simply not happy" with their response; it was unacceptable. I filed the complaint because in my opinion, the product is designed poorly and didn't work for me due to the reasons I already stated to them (in their attachment). That's why I returned it.  They were playing games with me, responding rudely. They acknowledged that they received the item back; that should be 100% end of story = issue refund.  But no, they had to give other excuses and said it could take up to 14 days so that's why I filed this.

  They have now refunded me partially, but not the full amount.  They charged me $11.49 to send it back (NO WAY it would cost that much), and I wasn't given an option to send it any other way. I feel that I should be re-imbursed that $11.49 for their defective product, and certainly hope the complaint stays on your file as poor customer service. They should not be allowed to claim "Hassle Free Returns."  I have NEVER had these kind of issues from any other retailers!
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/12/2024

  As stated in the Return Policy which is available to all customers, we do not offer FREE returns. Each return processed will incur a fee that is equal to the amount it takes to ship that item back to the warehouse, please keep in mind that standard shipping is at minimum $9.95, as well as the fee associated to restock the item. While we understand that the item was not ideal fit for the customer, as the team determined that nothing was wrong with the construction or production of the item, this fee is not able to be waived. The Return Policy clearly states all terms and conditions of initiating a return, so by initiating said return, a customer accepts all terms and conditions.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21807917
  
  I am rejecting this response because:

  I should have been given the opportunity to send this back on my own (no way it cost that much to send that light of an item).  I should also not have to pay for you to "restock" the item.  What does that even mean?

   

  BBB this seems like you are just passing messages back and forth. At some point do you intervene and help the consumer?  They are obviously not going to do anything they don't have to do and have made it ******* clear that they don't care about their customers/repeat business.  I am using every avenue possible to bring light to this!!!
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/02/2024

  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 brought a cup for mom on mother's day. It doesn't stay cold or keep ice. I have been waiting on customer service. No response in 45 days.??

  Business Response

  Date: 06/03/2024

  We have responded via Chat on 5/17 where the customer left the chat after being asked to fill out a warranty claim in addition to a separate email to ********** following up her initial request on 5/17 at 1:30 and for the second time we received no further response from the consumer. Often, our responses can end up in spam which is most likely the case however, it has not been 45 days. The initial communication was 15 days ago, we responded same day, twice, with no further communication. We are happy to resolve the issue, but have not heard back from **********.