ComplaintsforCirkul

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Well I ordered a couple of cups and about 8 different flavors for the cupm well none of the flavors are working no water is coming out or flavor on any of them. I suck on it And nothing. No water or when I change it to flavor nothing is coming out....I need a refund of the flavors or please replace them I can't even try my cups because there not working I tried a new one thinking one is not working but none are working. I'm pretty sure you can look up my order so you can see how many I had. I'm very disappointed I can't even try it.

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/28) */ We have not received an email from the customer so we can solve the issue. Please email us at ****@drinkcirkul.com so we can better assist you and get this all sorted out ASAP. Consumer Response /* (2000, 7, 2021/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I emailed the cirkul email you told to email so I'm hoping they can help.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I cancelled my subscription twice and they continued to take money out of my account. So i cancelled again before the date and they still withdrew out of my account again. I reached out and they stated that since the payment was taken they couldnt reverse it. Not only that but the drinks are suppose to be "healthier choice" yet have the same amount of sugar soda. the sips are proven to raise blood sugar..

  Business response

  11/05/2021

  Business Response /* (1000, 6, 2021/10/22) */ This customer's account is still actively subscribed at this time with no history of cancellation. Sending an email does not automatically make a change in your account, I do apologize for any confusion. As the account holder, you are in complete control to delay, modify, or cancel your subscription altogether any time prior to your order processing. If no changes are made to your subscription prior to that date, the order would continue to process as scheduled. We offered the customer a Free Bottle in their next subscription order for the inconvenience and they chose to accept that option. Meaning, their subscription is still subscribed and another automatic subscription order will be processed, including the Free Bottle. Cirkul Team

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a grey stainless steel water bottle and lid from the company for my son's birthday. When I received the item it was a purple stainless steel water bottle and lid. When I contacted the company I sent pictures at their request and asked for a return label so that I could get a refund since I would not receive a replacement in time. They responded by telling me that they do not issue refunds because it would affect the integrity of their company. They are refusing to issue a refund even though the wrong item being sent was their mistake.

  Business response

  10/25/2021

  Business Response /* (1000, 3, 2021/10/21) */ We have asked the customer to keep the incorrect item due to the fact that we do not accept returns on shipped items. However, we are having the correct item sent out to them right away to make up for the inconvenience. So they will be receiving the correct items they ordered. Cirkul Team Consumer Response /* (3000, 5, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained to Cirkul when I received the wrong item - I did not want a replacement because it was not going to arrive on time. The item was needed for an event today (10/21) and I have not received it. Therefore; their replacement is a waste of my money and something I can no longer use. The wrong item being sent was carelessness on Cirkul's part as dark grey and bright purple are very different colors. Furthermore, having the correct product sent right away does not make up for the inconvenience of paying for an item that is no longer able to be used. In addition their website does not say they do not accept returns - it says "Q: What is your return policy? A: Send us an email at ****@drinkcirkul.com for any hiccups with your product or return requests! In large part, we do not accept returns due to the fact that our product is consumable and want to take the utmost care for our customers! In large part means, "not entirely but mostly : largely. This tells me that they make exceptions to this rule and they do not have a hard and fast "no return policy" I would think that company errors would fall within an exception. I want a refund as I have no use for the purple bottle they are telling me to keep as you have to purchase cartridges to use these and no use for the one they are sending because I needed it today. Business Response /* (4000, 7, 2021/10/22) */ We have sent the customer an email to solve the issue at hand. Cirkul Team Consumer Response /* (2000, 9, 2021/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has issued a full refund as they should have done without involving the BBB. The mistake was clearly theirs as they sent an item that was not ordered and then refused to take it back. They also sited a return policy in a response that was not 100% accurate according to their own website. Buyers need to be aware of this company as they are not very customer oriented.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have had a monthly subscription with Cirkul for about 6 months. They charge but don't ship out for 3 weeks, they refuse to cancel my service by simple email request.

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/19) */ This customer's subscription has been cancelled as of 10/18. We also communicated this with the customer via email. Cirkul Team Consumer Response /* (3000, 7, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are refusing to cancel the shipment and refund our money. Business Response /* (4000, 9, 2021/10/20) */ Unfortunately, the customer's order has already been packed and readied for shipment by our fulfillment team. Given that Cirkul is a consumable product and we strive to take the utmost precaution when it comes to our customers and their well-being, we can't accept any returns or provide refunds. The customer's subscription order was processed on October 16th, and they did not cancel their subscription plan until two days later on October 18th. Once an order has processed, we are unable to cancel it, accept it back, or provide a refund. I can confirm however, after the order processed, the customer did cancel their subscription (on October 18th) so they will not be charged for future orders. Cirkul Team Consumer Response /* (4200, 11, 2021/10/21) */ The refusal to cancel the shipment is at the business's discretion because the circle water flavor products come double sealed in a package and can visibly be seen if they are opened or compromised their refusal to process my refund is completely discretionary and unprofessional

• Initial Complaint

  10/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered sips through the cirkul website and received them; however, they were all broken. I emailed and sent an image of the products I received and I never received a response through the email provided on the website.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/19) */ We sincerely apologize for the inconvenience and the delay on our end. We have sent the customer an email to get this all sorted out. Cirkul Team

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Cirkul water bottle on October 2,2021. The odor stated it was delivered on October 9,2021 at 4:14 pm. When I made it to the house there was no package. I paid 35 dollars for this order. I hate dishonesty it's unfair to take my money and I not get the product. I really had high hopes for this company.

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/12) */ Since the customer has submitted a missing package claim with their local post office, we have gone ahead and had a replacement package sent out to them as a one time courtesy. Cirkul Team Consumer Response /* (2000, 7, 2021/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The order number was XXXXXXX and this transaction was on October 9th,2021. I was on their website and I wanted to order a starter pack. So I deleted the custom bundle but I guess my phone didn't actually delete it. I then pressed the button because it shows each individually and when I got my receipt it showed that it charged me for both. I emailed the company immediately (not even 5 minutes after they placed the order). There isnt any way that they could of shipped out and packaged the order in the time I canceled it. This only led to them telling me they have no way of changing it and I really don't want two of the same thing.

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/12) */ We display all of the items in your cart and the total cost for the order prior to the end of the checkout process. 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. We sent you a discount code to make up for any inconvenience. We sincerely apologize for any confusion, however, our policies are clear.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a starter kit from crikul and was only to be charged 82.50 but was charged 150.50 I don't know where the rest of the charges came from? There is no where to contact anyone and ask for a refund

  Business response

  10/19/2021

  Business Response /* (1000, 3, 2021/10/05) */ We are happy to ****! Please send us an email to ****@drinkcirkul.com so we can better assist you and get this all sorted out ASAP. Cirkul Team

• Initial Complaint

  09/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an upcoming order from Cirkul for more sips, a product they sell. I received an email 9/30/2021 stating that my order was getting ready to be filled, however, the date for filling and shipping this order was not supposed to be until 10/30/2021, as confirmed in my online account. I sent the company an email since after checking my bank account, i see they have already taken the full amount for this order out. The amount is 90.81. I have tried to find a phone number for them so I could request the amount of 90.81 to be returned to me, however the one they have on file with you only says" their mailbox is full". Taking my money for an order a full 30 days in advance is not acceptable. Finding out that they did this, I cancelled all future orders with them.

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/10/01) */ We are always happy to help if you send us an email to ****@drinkcirkul.com we do not have a Customer Service phone line at this time. I took a look at your account and it appears on August 28th, you logged in and chose to delay your next subscription order. You moved it to the date of September 30th, which is why you had a subscription order successfully process yesterday. I have attached a screenshot of these actions on your account for reference. Since then, you have cancelled your subscription plan. 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 need any further assistance, we'd be happy to help you if you send an email in to our help desk - ****@drinkcirkul.com Consumer Response /* (3000, 7, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the past, prior to a shipment being sent, cirkul sent an email out so you could adjust your order with either changing flavors or postponing shipment. As cirkul stated, I had done this in the past. I received NO advance warning of this shipment at all. As far as getting help via the email that they listed, I have tried several times to get a response from them regarding help with my subscription which they have yet to acknowledge. I certainly cancelled my subscription since there is no way to contact should something arise in the future. It is unfair to expect a customer to deal with a company which ghosts itself. I will not be using your products in the future. Business Response /* (4000, 9, 2021/10/04) */ We have not received any emails from the customers name or email address to our Help Desk (****@drinkcirkul.com) so there has been no attempt to solve this issue. As a one time courtesy, we have gone ahead and cancelled the customer's recent order and processed a full refund. The refund may take 5-10 business days to reflect on their statement depending on the policies of their financial institution. Cirkul team

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When trying to postpone my subscription order on 18-Sept-21, I selected a new date. The button underneath the calendar, instead of being a button to confirm the change, was actually a button to place an immediate order, which is shady. Within minutes of realizing my mistake I emailed the company asking for a cancelation and refund. They didn't respond to me for 2 days, at which point I emailed them again. They replied and told me that they couldn't give me a refund due to company policy which aims to protect their other customers. I replied and stated that there was no way the order had been packaged or shipped, as their own website indicates fulfillment delays of 10-15 days. They replied again denying me a cancelation and refund, citing company policy again. I sent back a message stating that I would be canceling my subscription, and also filing a complaint if they didn't give me a refund, and they stopped replying, instead sending me a survey to rate my customer service experience.

  Business response

  10/07/2021

  Business Response /* (1000, 3, 2021/09/23) */ It looks like rather than selecting a future date to delay your subscription orders, you clicked on the Ship Now button. That button is there to allow customers to have their orders processed immediately if they want to receive it earlier then the initial scheduled processing date. There is no sort of select or confirm button that you need to click to move your processing date. All you have to do it click on the date and the page will automatically reload, save the new date, and in the top right corner you will receive a message of confirmation. We sincerely apologize for any confusion that the Ship Now button may have caused you. This is not a common issue and we do apologize for the inconvenience. Unfortunately, your order had already shipped prior to us receiving your message. We do see that you sent your message on Saturday, however, due to a high volume of messages we did not get to it until yesterday at 11:13am. We answer all messages in the order we receive them. Your order was sent to our fulfillment center to be packed and readied for shipment yesterday morning. It was then caged for DHL pick up and at that point we have no way of getting to your order. DHL picked your order up yesterday and then scanned it in to the first location at 3:08pm. The package is now in transit to you. Tracking: https://webtrack.dhlglobalmail.com/?trackingnumber=********************** Given that Cirkul is a consumable product and we strive to take the utmost precaution when it comes to our customers and their well-being, we can't accept any returns or provide refunds. I can confirm however, after the order processed, you did cancel your subscription so you will not be charged for future orders. We sincerely hope you enjoy the Sips in route and hope to have you hydrating with Cirkul in the future!

*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. ↩