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Business ProfileforCirkul
Beverage Dispensers
Current Alerts For This Business
Alert:
BBB Tip: What to know before signing up for a free trial offer. May 4, 2021
To view the full article, please visit:
https://www.bbb.org/article/news-releases/24189-bbb-tip-read-the-fine-print-before-signing-up-for-a-free-trial-offer
Advertising Review:
In April 2021, BBB contacted the business regarding its advertising of a free trial of its products. Consumers that sign up for the free trial are enrolled in a monthly subscription for additional products. BBB requested the business substantiate that the claims meet the standards outlined in BBB's Code of Advertising (Section 18, Negative Option Plans, Continuity Plans and Automatic Shipments). The Code maintains that "Any advertisement for a product or service that includes an offer to sell or provide consumers with additional goods or services under a negative option feature must include a clear and conspicuous disclosure of all material terms of the negative option feature." Material terms that should be clear and conspicuous include the existence of the negative option feature, the cost of the additional goods or services, how consumers can cancel and avoid future shipments and charges, and how consumers can return items that they do not want. The Code continues that "advertisers must avoid making disclosures that are vague, unnecessarily long or which contain contradictory language."
Additional business information
Additional Info:
BBB files indicate that Cirkul has a pattern of complaints concerning delivery issues. Consumers reported they did not receive products they ordered online or received items other than what they ordered online.
BBB files also indicate that Cirkul has a pattern of complaints concerning billing issues. Specifically, consumer complaints alleged the business made unauthorized charges for subscriptions to receive additional products. Consumer complaints further alleged that in some cases they received additional charges after cancellation requests.
BBB has contacted the business in December 2018 and again in March 2021 about these patterns of complaints.
In November 2021, the business provided the following response.
" There are two main issues that cause customer complaints.
First, Cirkul offers a Trial Kit at a discounted price that enrolls the customer into a subscription. This information is clearly displayed for the customer to see prior to purchasing the Trial Kit. However, some customers complain stating they were not aware of the subscription agreement.
Unfortunately from time to time we also see customers take advantage of the trial offer with fictitious email addresses (we limit one trial per household in our terms), when these customers utilize an email address that does not actually exist, typically they forget that the plan has been opted into, and complain that charges are occuring when they believe they should not be, even though they have an active account.
We send a reminder email 2 days in advance of an upcoming subscription order to let the subscriber know an order will be processed. We also provide the steps to cancel subscriptions on the FAQ page of the website so if a customer service agent is not readily available, the customer can still cancel their subscription.
Secondly, Cirkul experienced a huge spike in order volume earlier this spring. The result was an overwhelming amount of orders which resulted in shipping delays as well as communication delays from our customer service team.
Regarding the order volume increase and the resulting shipping delays we have posted a banner on the website letting customers know about the delay prior to their placing an order. We have increased our fulfillment team from the original shift from 7 a.m. to 4 p.m. to include a second shift from 4:30 p.m. to 1:30 a.m.
Regarding the delay in communications from our customer service team we have expanded from one shift from 8 a.m. to 5 p.m. by adding a second shift from 2 p.m. to 11 p.m. We have also increased coverage from 5 days a week to 7 days a week. The team has grown from 6 customer service agents to 25 customer service agents and we are working to acquire more. "
BBB Tip: What to know before signing up for a free trial offer. May 4, 2021
To view the full article, please visit:
https://www.bbb.org/article/news-releases/24189-bbb-tip-read-the-fine-print-before-signing-up-for-a-free-trial-offer
BBB files also indicate that Cirkul has a pattern of complaints concerning billing issues. Specifically, consumer complaints alleged the business made unauthorized charges for subscriptions to receive additional products. Consumer complaints further alleged that in some cases they received additional charges after cancellation requests.
BBB has contacted the business in December 2018 and again in March 2021 about these patterns of complaints.
In November 2021, the business provided the following response.
" There are two main issues that cause customer complaints.
First, Cirkul offers a Trial Kit at a discounted price that enrolls the customer into a subscription. This information is clearly displayed for the customer to see prior to purchasing the Trial Kit. However, some customers complain stating they were not aware of the subscription agreement.
Unfortunately from time to time we also see customers take advantage of the trial offer with fictitious email addresses (we limit one trial per household in our terms), when these customers utilize an email address that does not actually exist, typically they forget that the plan has been opted into, and complain that charges are occuring when they believe they should not be, even though they have an active account.
We send a reminder email 2 days in advance of an upcoming subscription order to let the subscriber know an order will be processed. We also provide the steps to cancel subscriptions on the FAQ page of the website so if a customer service agent is not readily available, the customer can still cancel their subscription.
Secondly, Cirkul experienced a huge spike in order volume earlier this spring. The result was an overwhelming amount of orders which resulted in shipping delays as well as communication delays from our customer service team.
Regarding the order volume increase and the resulting shipping delays we have posted a banner on the website letting customers know about the delay prior to their placing an order. We have increased our fulfillment team from the original shift from 7 a.m. to 4 p.m. to include a second shift from 4:30 p.m. to 1:30 a.m.
Regarding the delay in communications from our customer service team we have expanded from one shift from 8 a.m. to 5 p.m. by adding a second shift from 2 p.m. to 11 p.m. We have also increased coverage from 5 days a week to 7 days a week. The team has grown from 6 customer service agents to 25 customer service agents and we are working to acquire more. "
BBB Tip: What to know before signing up for a free trial offer. May 4, 2021
To view the full article, please visit:
https://www.bbb.org/article/news-releases/24189-bbb-tip-read-the-fine-print-before-signing-up-for-a-free-trial-offer
At-a-glance
Related Categories
Products & Services
Business Details
This is a multi-location business.
- Location of This Business
- 4456 Eagle Falls Pl, Tampa, FL 33619-9620
- BBB File Opened:
- 6/12/2018
- Years in Business:
- 7
- Business Started:
- 8/16/2016
- Business Incorporated:
- 8/16/2016
- Type of Entity:
- Corporation
- Alternate Business Name
- Cirkul, Inc.
- Hours of Operation
Primary
- M:
- 9:00 AM - 10:00 PM
- T:
- 9:00 AM - 10:00 PM
- W:
- 9:00 AM - 10:00 PM
- Th:
- 9:00 AM - 10:00 PM
- F:
- 9:00 AM - 10:00 PM
- Sa:
- 10:00 AM - 6:00 PM
- Su:
- 10:00 AM - 6:00 PM
- Business Management
- Mr. Garrett Waggoner, CEO
- Contact Information
Principal
- Mr. Garrett Waggoner, CEO
Customer Contact
- Mr. Garrett Waggoner, CEO
Customer Complaints
400 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
07/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered my 2nd monthly sub and added a bottle with lid. The order arrived without the bottle, The lid did arrive. I reached out to CS and was told to take a picture of a missing water bottle. I told them this is ridiculous and literally proves nothing. They responded with "this is our process". I paid for this item and now do not have it. I told them I just wanted the bottle I paid for and was told that a $5 store credit was the best they could do. I have spent over $200 on this company in only 2 months and this is how I was treated over something they messed up on. This doesn't even include the damaged flavor I got and was never compensated for in any way.
Read MoreCustomer Reviews
468 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Melissa F
1 star
08/06/2024
I was rewarded a white stainless steel bottle with 1 flavor through a rewards program. So I ordered 10 more cartridges. I didn't receive the bottle and they said I didn't order enough cartridges. I told them I did and I would like to return the items I bought. They said once an order is placed they can't cancel or refund the money. They said they would give me a $5 coupon on a bottle. I not have 11 cartridges and no bottle and they don't care because they got their money.
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