ComplaintsforCirkul

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received an email saying order is about to process and I had already cancelled the order and any further orders. Today 12/17/2021 I got charged for an order that I didn't not authorize. The customer said there is no returns and can't credit me anything. I just want my money back as times are tuff and I can't afford it anymore that's why I cancelled it along time ago. Please help asap

  Business response

  01/07/2022

  Business Response /* (1000, 3, 2021/12/17) */ This customers account is associated with this email address - **********@yahoo.com - and is currently still actively subscribed. Unfortunately, once an order has processed, we are unable to cancel it, accept it back, or provide a refund. This is company policy to protect the integrity of the products and our customers. We apologize for any inconvenience but hope our priority is understandable as we value the trust our customers have in us. If you still want to cancel, you can do so by logging into your account at DrinkCirkul.com/Login and clicking on "Your Details" and then selecting "Cancel Plan" in red. On the next page select the option that best applies as to why you are cancelling. Read over the tip, and the cancel button will appear at the bottom of the page. Clicking this button will cancel your plan. Please ensure you cancel your account before your upcoming order processes.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cancel auto shipment. I have asked them by email since August '21 to cancel any auto shipments and they still are charging me and shipping to me. Just want this cancelled!

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/17) */ Sending the help desk a message does not automatically cancel your subscription agreement. We provide you complete control over your account and you are free to cancel at anytime. Per the Terms of Service on our website - To cancel your Subscription Services at any time, log in to your profile page and click "your details" and then select "cancel plan" in red. On the next page select the option that best applies as to why you are cancelling. Read over the tip and a cancel button will appear at the bottom of the page. Click the button and your subscription will be cancelled. You will then receive an email confirming the cancellation. How to cancel instructions are also found on the FAQ section of the website - Q: How do I cancel my plan? A: You can stop your Cirkul Sip deliveries with us at any time, for any reason, right on your profile page. Once you're logged in, click on "My Account", select "Your Details", then click "cancel your plan." On the next page, select the option that best applies as to why you are cancelling. Read over the tips and then the cancel button will appear at the bottom of the page. Close the dialog box and then the "Cancel Plan" button. Your subscription agreement requires a cancellation to stop the next order from processing. Since you did not cancel your subscription or delay the date on the order, we processed your order according to the Terms of Service to which you agreed.

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 17th i ordered from cirkul from their online store $35.49. Was told shipping was 5-7 days. Was giving a delivery date of december 6th. And nothing , got an email saying was a 24 hour delay. Well over 23 days now still waiting. I requested money back or cirkul ship my order overnight at their cost. And nothing. the shipper DHL tells me to contact Cirkul for more options. Cirkul tells me its out of their hands an sorry. I either want my order re shipped overnight at their cost or my money back.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/14) */ We are experiencing a huge demand in orders as well as a surge in the number of messages we are receiving. Please know that we are working around the clock to assist everyone and appreciate your patience as we navigate these growing pains. The customers order has shipped, and is scheduled for delivery today. Tracking: https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=XXXXXXXXXXXXXXXXXXXXXX Please let us know if the customer needs any further assistance. Cirkul Team

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the intro package of sips from Cirkul and the bottle as well as the sleeve for the bottle. I was noticing a foul smell from the bottle. Took apart the mouthpiece to see it covered in black mold. I have an auto immune disorder. I want to return all i bought and they refuse to issue a refund because it's beyond their 45 day window(purchased in July). They did, however, offer me 3 FREE sips for my inconvenience. Apparently they missed the part that i told them that i have health issues and will not be drinking from their moldy bottle. ($23.49 spent on initial purchase x's 2-my husband got one as well)

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/14) */ The customer accepted the 3 replacement Sips we offered them and seemed happy with the resolution. If they need further assistance, please continue to respond via the email thread. Cirkul Team Consumer Response /* (3000, 7, 2022/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ONLY accepted free product AFTER being REFUSED the REFUND that I was requesting. They said I was not eligible for a refund because I was beyond their 45 day return policy. If they won't give me my money back for a faulty product that can potentially make me sick from mold growing inside their protect, I will take all of the FREE product they will give me since they won't make my transaction right by refunding what i spent on my husband's and i bottle. Would you want to drink from this bottle? Just wanted my money back. They won't refund me a dime so I'll take any free product they give me... TO THROW AWAY! I will never use this bottle again. Business Response /* (4000, 9, 2022/01/03) */ As shown in the screenshot attached the customer did not deny the replacement Sips we offered. Instead, she enthusiastically accepted them and let us know when flavors she would prefer, which we then had shipped out to her. The replacements have been delivered and we hope she enjoys the Sip flavors she requested. Cirkul Team

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product ordered 11/20 and received notice in 11/22 that product would not ship until possibly after 12/20. Product was canceled on 11/22. Company acknowledged cancelation. Still shipped product and refuses to cancel order as well as accept the package if I refuse it. (Has not attempted to be delivered as of today)

  Business response

  12/21/2021

  Business Response /* (1000, 6, 2021/12/07) */ ***Document Attached*** Once an order has been placed, it is immediately processed and sent to our warehouse for fulfillment. We do see that the customer cancelled their subscription on 11/22, however, that was 2 days after their order had been processed. Screenshot attached. Unfortunately, the cancellation does not apply retroactively. However, now that their account has been cancelled, they will no longer receive anymore charges from us. Unfortunately, due to Cirkul being a consumable product and due to the current state of affairs, we are unable to cancel orders, provide refunds, or accept any items back once they have shipped. This is our priority so that all our customers can be certain they are receiving safe, fresh products and Sips that have passed our quality control measures in a controlled environment. We do apologize for any inconvenience, but hope that priority is understandable as we value the trust our customers have in us. Cirkul Team Consumer Response /* (3000, 8, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not what the website said. As a matter of fact it is an option to cancel your order. Cancelation due to length of time to receive the product. At no time did anything say it could not be canceled an email was generated stating the order was canceled. Business Response /* (4000, 10, 2021/12/07) */ Once an order is placed/processed it cannot be cancelled. Please provide a screenshot of where you see that option on the website. Also, please provide a screenshot of the email that says your order was cancelled. Thanks, Cirkul Team

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction is: 11/03/2021 Order number: XXXXXXX I placed an introductory order from Cirkul on 11/03/21. To date, I have not received the package and tracking stops on the 22nd. Tracking USPS: XXXXXXXXXXXXXXXXXXXXXX I chatted on 11/30/21 and requested a refund. I advised that I would start a dispute if one is not received. They issued me a replacement order - they did it without my consent. I will be refusing delivery. I would like a full refund of the order which I have not received. This is almost a month later and I keep getting excuses and no help.

  Business response

  12/15/2021

  Business Response /* (1000, 6, 2021/12/01) */ We just sent the customer an email to *************** to fully resolve the issue at hand. Best, Cirkul Team

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had canceled my subscription and was still charged by Cirkul. They refuse to do anything about it stating that they can't see it in their system. Because of them I was charged an overdraft fee by my bank.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/01) */ We sent the customer an email to ************************** this morning to fully resolve the issue. Best, Cirkul Team

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my subscription on or around Nov 1st, saw my status as cancelled. Yesterday 11/26 received email that my order was processing. Immediately contact customer service, explained I cancelled a month ago and want the order cancelled. They told me they could not once it is processing and shipping. I told them email said not shipping til 12/6. Still refused even after I explained to them I had cancelled! They then had the audacity to tell me that I received an email on 11/24 (day before Thanksgiving) that my order was about to process and I had until 11:59pm the day before it is to be billled. 1) I had cancelled so didn't even think to look for this; 2) The email itself does not say when you are going to be billed so you have no idea what your timeline looks like; 3) the email came at 7:48pm Wednesday, next day was Thanksgiving (holiday), and received processing email at 3:21am Friday. So they basically gave me 7 business hours to make changes or cancel. I was traveling, visiting family and didnt even check my email until Friday. I immediately went on my account, saw that it was active. I cancelled again and this time took a screen shot. The problem is that they don't send you a confirmation email of your cancellation so you will never have proof you did so that at anytime your account can be "reactivated" and you have no recourse.

  Business response

  12/16/2021

  Business Response /* (1000, 6, 2021/11/29) */ We sent the customer an email this morning to fully resolve the issue. Cirkul Team Consumer Response /* (3000, 8, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the promised refund they said they would return Consumer Response /* (3000, 10, 2021/12/01) */ my apologies, the email did say it would take 5-10 business days, which has not passed yet Business Response /* (4000, 13, 2021/12/01) */ As mentioned in our email to the customer, the refund may take 5-10 business days to reflect on the customer's bank statement, depending on the policies of their financial institution. Thanks, Cirkul Team

• Initial Complaint

  11/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I attempted to cancel my subscription last month, and I was charged 30 dollars this morning. I contacted the help team and I was told that once an order processes it cannot be modified, cancelled, or refunded. I was also told there was no record of me trying to cancel my subscription and a 48 hour reminder was sent. After I explained that I did not receive a reminder email (and haven't since I started the service) in my spam or otherwise, and sent screenshots to show it, I was told it didn't matter and my order couldn't be changed. I was told I lied and my issue wasn't resolved at all. All of my concerns were met with the same dismissive response. I was charged without knowing and got no help from the company

  Business response

  12/06/2021

  Business Response /* (1000, 6, 2021/11/22) */ We sent the customer an email today to resolve the issue at hand. Best, Cirkul Team

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged by Cirkul after I had canceled my account previously, or so I thought once the cancel button was pushed I was done. I was reconciling my checking account and what do I see a charge from Cirkul. So, I went back and once again hit that cancel button. Only to find the are charging me and shipping to an address I no longer live at. Upon contacting them I'm told there is no return policy, nor can I get them to stop my order....yet somehow they would be happy to contact the shipping department and change my address?!?!? So, you can change the address because it hasn't even shipped, but you cannot just cancel said order and issue a refund? Hmmmmm....well, that is just fraud.

  Business response

  11/19/2021

  Consumer Response /* (3000, 8, 2021/11/17) */ I was able to further discuss things with the vendor, and was issued a refund.

*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. ↩