ComplaintsforWater ATL

• Initial Complaint

  08/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a unity gems diamond grillz from this company April *******. This required the company to send me a mold kit of my teeth to make the grillz. I receive the mold kit and mailed it back to them and was delivered may 6. They sent an email saying they received my mold are preparing to make my grillz. It is now August 10th and I have yet to receive my grillz after mutiple emails and poor communication from them. There seems to be no record of my order using their order status part of their website.

  Business response

  08/13/2024

  Dear,
  
  
  Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience and frustration youve experienced. I understand how disappointing it is to face such delays, especially given the length of time since you sent back the mold kit.
  
  
  Due to recent transitions within our team, we encountered unforeseen delays in our production and shipping processes. However, I want to assure you that your order is now in the final stages of production and is scheduled to be shipped out within the next 3-5 business days.
  
  
  We deeply regret the lack of communication and the issues with our order status tracking. Please rest assured that we are committed to resolving this as swiftly as possible. You will receive tracking information as soon as your order is dispatched.
  
  
  If you would prefer not to wait any longer, we are also more than willing to process a full refund. Please let us know your preference, and we will handle it promptly.
  
  
  Thank you for your patience and understanding. We are working hard to improve our processes and customer service.
  
  
  Best regards,
  Customer Service Team  
  ********************
  

• Initial Complaint

  08/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  ORDER ********* Diamond ************ Grillz 1 .925 Sterling Silver / VS Diamonds / White $2,300.00 Discount BIG25 -$575.00 Subtotal $1,725.00 Shipping $24.99 Taxes $0.00 Total $1,749.99 USD You saved $575.00 April 22, 2024 ordered.I have been in constant email contact with this business and they keep making excuses for not shipping the item. I have all the emails.

  Business response

  08/11/2024

  Dear ******,

  
  Thank you for your patience and continued communication with us. We sincerely apologize for the delay in shipping your order of the Diamond Bar & Beyond Grillz in .925 Sterling Silver with VS Diamonds.

  
  I wanted to let you know that your item has been completed, but unfortunately, we experienced some unexpected issues that affected our ability to ship finished items over the past week. We understand how frustrating this can be and want to assure you that we've resolved these issues.

  
  You can expect your order to ship within the next 3-5 business days. We'll send you a confirmation email with tracking information as soon as its on its way.
  Thank you for your understanding and for being a valued customer. If you have any further questions or concerns, please dont hesitate to reach out.

  
  Best regards,
  Customer Service Team
  ********************

  Customer response

  08/12/2024

   
  Complaint: 22086461
  
  I am rejecting this response because: You give the same answers over and over, assuring me that you will ship the item, yet no movement has happened. 
  
  Sincerely,
  
  *************************

  Business response

  08/13/2024

  Hey ******,

   

  Expect that traking info within the communicated date and we go from there! I totally understand how frustrating this has been but as a growing small business we have had to deal with these growing pains. We are working diligently to ensure things like this do not happen again!

   

  Best Regards,

  Water ATL.

  Customer response

  08/16/2024

   
  Complaint: 22086461
  
  I am rejecting this response because: You have stated within 3-5 days it would be shipped, this was Monday (12 Aug 2024) and once again you have failed to uphold your timeline and word. 
  
  Sincerely,
  
  *************************

  Customer response

  08/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a grill April 15, pretty easy it was only two, put my order in, at the time they were having a sale so I got it for ***** instead of ****** great deal right? It started off a little ***** as it started with the molding kit that i had to pay for, usually at previous places they include it, but I had to pay for it separately, ok, whatever, it came unusable, I emailed them and they sent me another one (received May 6) , by the time it got there I had already bought a molding kit from Amazon ( thank you) after that I mailed my mold. Weeks past they say 3-5 business days so I emailed them on the 24th ( still in May) no response, then they sent a delay email May 30 saying they're overwhelmed, but they're still pumping out orders and they will give a gift card ( which I never received) I asked about it git no response, I finally get a response and they say oh we'll update the status in ***** hours, by then I just wanted a refund, they said ok still ***** hours, I asked for an update 3 days ago about being out of the office, which I'm was not true. Just want a refund I will never ever do business again with them

  Business response

  08/01/2024

  Response to complain ID: ********

   

  Dear ***********************,

   

  We sincerely apologize for the inconvenience and frustration you experienced with your order. We deeply regret that your experience was not up to our usual standards.

   

  Upon reviewing your case, we see that the issues you encountered were part of our growing pains. As a small business, we experienced a rapid spike in demand, which posed significant challenges for our team. This led to delays and communication lapses, which we are actively working to address.

   

  Regarding your order, we understand that the molding kit process was frustrating. However, we do not understand what you mean by the kit being unusable, as thousands of our customers have used the same kits and have remarked that they are the best they have received from any online grillz retailer. We appreciate your patience as we sent a replacement, although we regret that you had to purchase a separate kit in the meantime. We also acknowledge the delay in our responses and the missed promise of a gift card.

   

  We have reviewed your request for a refund and can confirm that it has been fully processed. We are taking significant steps to improve our operations, including expanding our team and enhancing our customer service processes, to ensure a better experience for all our customers moving forward.

   

  We understand your decision to no longer do business with us and appreciate the feedback, as it is crucial for our growth and improvement.

  Thank you for bringing these issues to our attention.

   

  Best regards,

  Water ATL Team

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was interested in a product from Water ATL after seeing their ads on social media. I called the number on their website and inquired about the product that I saw online and spoke to someone who represented the company. He explained the process to me and told me once I placed an order and they receive what they needed, it would take a week to receive the product. I placed an order and followed all the instructions given to me. They received what they needed on April 25th.After a couple weeks passed, I reached out to the company via call, text, and email and did not get a response. The company then posted an apology video on their social media explaining that they were overwhelmed with orders and they had to hire more people to help process all the orders. They said orders would be shipped out early June. Last week I received a tracking number saying my order was being shipped.I receive the mail today and my product was not in the mail.It has been almost 2 months since I placed my order that was suppose to take a week to receive.

  Business response

  08/01/2024

  Response to complain ID: ********

   

  Dear ***********************,

   

  We sincerely apologize for the inconvenience and frustration you experienced with your order. Your concerns are valid, and we appreciate the opportunity to address them.

   

  Upon reviewing your case, we can confirm that your order was fully refunded. We understand that the process took longer than initially promised and that our communication was lacking during this period. As a small business, we have faced significant challenges due to a rapid increase in order volume. This required us to hire additional staff and restructure our operations, which led to delays.

   

  When your order was placed on April 25th, we experienced overwhelming demand that significantly impacted our processing times. We communicated these delays via a social media apology video and indicated that we were working to improve our efficiency.

   

  Regarding your specific situation, we did issue a tracking number indicating that your product was being shipped. However, once the order was disputed, we made the decision to accept the dispute and still completed the product. Unfortunately, we cannot ship an item that has been disputed, which is why you did not receive the product.

   

  You are absolutely right that we should have managed the volume more effectively, and we are taking substantial steps to improve. We value feedback like yours, as it helps us grow and enhance our processes. Please bear in mind that we have only been in operation for approximately 5.5 months, and we are continuously learning and improving.

   

  Thank you for your understanding and patience as we navigate these growing pains.

   

  Best regards,
  Water ATL Team

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had placed my order on May 9. On May 9th they had posted on their instagram that there was a delay on any orders after April 25. I wanted to check to make sure that my order was either being processed or if there was an update on my items after returning the mold kits. So I had emailed them about my order.At the time I ordered it said the latest I would receive my completed order was May 28, after returning the mold kits.After reaching out prior, they had posted on Instagram, a statement regarding the lateness of the products. As I stated previously. And I had first inquired about my order on May 12th when I seen that my order still had no tracking information or an update after the website stated 2 day delivery. I had sent them a DM on instagram asking about the delay. They stated on the 13th that it will be shipped out on Wednesday (15th). The 15th went and came still no update. I then again and contacted them on the 16th and the told me again via text that expected to receiving some tomorrow(17th)& Tuesday(21st) so by Wednesday(22) next week Finally I received a tracking number on the 18th. I didnt receive my mold kits until May 28th, 10 days after the first delivery update. I mailed and shipped it back out to them no later than the 30th I again contacted them, on June 1 in regards to my order I was told that I would be receiving an email regarding my order update within 3 to 5 business days.On the 5th business(June 6th) I emailed them again and was told to again wait two more days to receive information on my order. I am frustrated and disappointed after numerous times of communication on my end and a lack of communication on their end. Below I attached all files to support this claim.

  Business response

  08/01/2024

  Response to dispute ID: ********
  
  
  Dear *********************,

   

  We sincerely apologize for the inconvenience and frustration you experienced with your order. Your feedback is important to us, and we appreciate the opportunity to address your concerns.

   

  We understand that your order, placed on May 9th, experienced significant delays, which were communicated on our Instagram page. As a rapidly growing business with a small team, we have faced challenges in managing the increased demand, leading to delays in processing and communication.

   

  Regarding your specific situation, we acknowledge that you faced multiple delays and communication lapses, which added to your frustration. We appreciate your patience as we worked through these issues. Despite our best efforts, we understand that our responses and updates did not meet your expectations.

  We regret to inform you that once an order is disputed, we cannot ship the finished product, as it is against our policy. This policy is in place to ensure proper resolution of disputes.

   

  We are continuously working to improve our processes and communication to provide a better experience for our customers. We appreciate your feedback, as it helps us grow and address the areas that need improvement.

   

  Thank you for your understanding and patience.

   

  Best regards,
  Water ATL Team

  Customer response

  08/07/2024

   
  Complaint: 21832515
  
  I am rejecting this response because:
  After multiple attempts to get the items I purchased, you stated multiple times that you were working on the items. After having multiple conversations and multiple emails you concluded that you would be completing the order. I have multiple emails about the status of my items, now all of a sudden you cant deliver my items? 

   

   

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

  Business response

  08/13/2024

  Hey ******,

   

  We are simply saying that a chargeback was placed for this order hence why we are unable to finish the process we accepted the chargeback and communicated with your bank to say we missed our deadlines hence it was ruled in your favor and the full amount was given back to you. We are grateful you chose Water ATL and apologize we could not serve you better.

   

  Have a great rest of your week.

   

  Water ATL.

*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. ↩