Complaintsfor3Chi

• Initial Complaint

  10/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a product from them I just received and it keeps leaking out nasty liquid and clogs up the liquid that leaks out gives me a headache and the costomer service from 3chi says they don't see it as there problem or a cause for refund. I did not pay for something that doesn't work and I buy from here all the time I even called the costomer service and the guy there said that the online support has the final say! I cannot believe I was actually ignored. I just got it and I either want my money back or something the same price I offered to send it back so they can see for themselves! It's not fair after everything I buy from there and they don't care about a costomer getting a bad product after they pay for it. I have the order number as well

  Business response

  11/08/2023

  To whom it may concern,
  
  This letter is to acknowledge the complaint received on 10/30/23, case ID ******** for ***************************. We would like to apologize for ****** most recent experience and understand his frustration with the response received from our support staff. However, on the original inquiry it was said that the vape caused the customer to throw up because of the feeling. While we stand behind the quality of our products, the effectiveness/taste of a product is not a valid reason for a refund, as cannabinoids affect everyone differently. Although both complaints differ, we moved forward with refunding the Delta 9o Disposable Vape - Pineapple Express - 1ml for $21.29, due to Dylon being a loyal customer.
  
  The documentation provided for this case includes:

  
  Case ID #******** Order Details
  Case ID #******** Transaction Receipt
  Case ID #******** *************************** HubSpot
  Case ID #******** *************************** HubSpot Ticket
  
  We hope this information has provided the insight necessary to resolve this issue.
  
  Kind regards,
  3Chi LLC
  Operations Team - LD
  *********************

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My company has been a customer of ******************** for a few years now. We made a purchase with them June 9th, Order ID # *****************. We returned 2 cases of products on June 16th. Since that date, I haven't heard anything from 3chi about a credit on my account or refund on my credit card. It has been over a month and have left multiple voicemails, emails and phone calls to this company. I am not sure what to do at this point. I am expecting a refund or a credit of the amount of $150.

  Business response

  08/09/2023

  To whom it may concern,

  
  This letter is to acknowledge the complaint received on 07/29/23, case ID ******** for ****** ***. We would like to apologize for Mrs. *** most recent experience and the delay in receiving a refund for the returned items. Due to restructuring and a high influx in orders,tickets, and phone calls some communication was missed. After receiving this complaint,our support staff contacted the customer to rectify the issue. The customer has now been successfully refunded the total amount of $150 for order ID # *****************.
  

  The documentation provided for this case includes:

  
  Case ID #******** Transaction Details
  Case ID #******** HubSpot Tracking 1
  Case ID #******** HubSpot Tracking 2
  
  We hope this information has been provided the insight necessary to resolve this issue.
  Kind regards,
  
  3Chi LLC
  Operations Team -LD
  **********************

  
  

  Customer response

  08/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I received an email saying that my order s113948 has been canceled. I have been calling the phone number provided to me which is ******************, but never got through.I have been a long time customer of Skyhio and by extension, ********************** Every month and a half to two months, I order 10 Delta8 carts for personal use. Every single time I ordered, it usually shows up within the next couple of days without any hassle, i.e. me having to be home to sign for anything. I work from 9:00 to 7:00 and by the time I get home it usually is delivered already (sitting on my porch)May 10th, I received an order with 1 missing cart. I reached out to the company and received an email on May 16th stating I have to provide all necessary documentation proving that I did in fact receive an item less than what I ordered. Why would I lie about not receiving something that I ordered when I have ordered multiple times and there is no issue? I also usually order the exact same thing so there is absolutely no excuse for such terrible customer service, basically insinuating that I lied about a missing item in order to get a free product.I placed another order around the beginning of July and specified in the order to make sure that all of the items I ordered are accounted for because I do NOT wish to go through some more customer support issues. This time, somehow, someone put a signature request on my delivery, and since *** required a fee to pick up the items, I was obviously frustrated for having to pay to pick up something that I have ordered multiple times without having to sign or do anything of sort. Being frustrated as the situation does not improve even after speaking to a customer representative, I threatened to go through my credit card company to get back the *** fee that I had to pay, which I DID NOT GO THROUGH WITH (I DID NOT INITIATE A DISPUTE OR A COMPLAINT OR ANYTHING).I placed another order in September and it got canceled without any further explanation.

  Business response

  10/21/2022

  To whom it may concern,

  
  3Chi is a CBD/hemp manufacturing company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally. While we are still in the early stages of dealing with a quickly growing online market, we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.

  
  This letter is to acknowledge the complaint received on 10/11/22, case ID ******** for *****************. We would like to apologize for Mr. ***** most recent experience with our support team. However,our records show weve had correspondence with the customer via phone and email. If you refer to Skyhios Refund Policy it states, If a product arrives damaged/unusable, or your shipment is missing any products you must notify us the day of product arrival via phone or email at ******************* The email must contain: Your order number in the subject line, A description of what happened, Photo of the product in question,Photo of the box, Photo of the packaging slip. Our product specialist requested this information because it is apart of our policy.
  

  Furthermore, due to the **** Act all vape products require adult signatures. After reviewing the customers purchase history, each order contained vape cartridges and required an adult signature. We understand the customers frustration and believe the carrier mustve signed for the customer when the package was delivered. When customers are unable to sign for their package, we recommend they sign up for *** My Choice and pick up the package at an access point.
  
  In conclusion, per our Terms of Service it states, Note that any attempt or request to cancel or chargeback an order after it is placed or shipped, will be viewed as attempted fraud and a violation of our Terms of Service, and we may, in our sole discretion, prevent you from ordering from any or all websites and retail locations operated by us or our affiliated companies.

  
  https://www.skyhio.com/terms-of-service/

  
  The documentation provided for this case includes:

  
  Case ID #******** Refund Policy
  Case ID #******** Frequently Asked Questions
  Case ID #******** HubSpot Tracking 1
  Case ID #******** HubSpot Tracking 2
  
  
  We hope this information has been provided the insight necessary to resolve this issue.
  

  Kind regards,
  
  3Chi LLC
  Operations ********
  ***********************

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They described to me that I would be given a full refund for any un-used products. The products they sent me had a fowl stench and did not seem like anyone should be consuming it. I called and was met with rudeness claiming that I could not get my money back. They refunded my shipping but not the actual products themselves which was around $70 in total before shipping.

  Business response

  10/14/2022

  To whom it may concern,
  
  3Chi is a CBD/hemp manufacturing company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally.While we are still in the early stages of dealing with a quickly growing online market, we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.
  
  This letter is to acknowledge the complaint received on 10/07/22, case ID ******** for ************************* order #******. We would like to apologize for ******************** unpleasant experience with our company. On September 12th, 2022, our support team was in contact with the customer about his purchase. The customer was advised to return the products for a refund. Once the items were received, we moved forward with refunding the purchased items. In the image provided by the customer it shows the vapes were refunded. After the customers complaint was reviewed, we moved forward with refunding the shipping amount.
  
  As requested, ************************* has been refunded the full amount of $71.48.  
  
  The documentation provided for this case includes:
  Case ID #******** Order Details
  Case ID #******** HubSpot Tracking
  
  While we stand behind the quality of our products, the effectiveness of a product is not a valid reason for refund, as cannabinoids affect everyone differently.
  
  We hope this information has been provided the insight necessary to resolve this issue.
  
  Kind regards,
  
  3Chi LLC
  Operations Team
  **********************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered products from this company on January 29, 2022. The package that was delivered on February 7 had been torn open and the contents removed. I contacted the company on February 8 and have been told that my issue "falls outside of the package protection guidelines" and my claim was closed. I tried calling the company several times to get an explanation but have not received a response.

  Business response

  03/03/2022

  To whom it may concern,
  

  3Chi is a CBD/hemp manufacturing company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally. While we are still in the early stages of dealing with a quickly growing online market,we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.
  

  This letter is to acknowledge the complaint received on 2/9/2022, case ID ******** for ***************************** order (#******). We would like to apologize for Ms. ********* most recent experience with our company.On February 8th, 2022, the customer reached out to notify us of the damaged package. The exact same day our support staff advised the customer to reach out to Route shipping insurance, Route was purchased by the customer at checkout. Route Insurance covers lost, delayed, stolen, and damaged packages.The customer did not agree with Route requirements but was refunded for the bulk of her order.  After the customers complaint was reviewed by our product specialist, she was refunded for the tax and shipping.  
  

  As requested, ***************************** has been refunded for the full tax and shipping amount of $20.59 on 2/15/22.
  

  The documentation provided for this case includes:
  Case ID #******** HubSpot Tracking 1
  Case ID #******** HubSpot Tracking 2
  Case ID #******** HubSpot Ticket
  Case ID #******** Transaction Details
  
  We hope this information has provided the insight necessary to resolve this issue.
  
  Kind regards,
  
  3Chi LLC
  Operations *********
  ***********************

• Initial Complaint

  02/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company charged our card a week and 3 days ago and has yet to pack or ship our order we payed for to be sent next day air. We use a special debit card for certain online companies that we do not trust. We did the same with this company. After placing our order (on a card we haven't used in months). We were notified within a few hours that someone in ******* attempted to purchase an iPhone at an **** store. We have called day after day trying to figure out what the problem is but noone can tell us why our product hasn't shipped if when it will ship at all. We paid them $321.30 for ******************************** our healthfood store. Date of transaction: January 25, 2022 Order number W667274 Account number: ***** No tracking number because they refuse to ship my items.

  Business response

  02/15/2022

  To whom it may concern,

  
  3Chi is a CBD/hemp company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally. While we are still in the early stages of dealing with a quickly growing online market, we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.

  
  First, we would like to apologize for ***** and **** *** ***** most recent experience with 3CHI. We were experiencing a delay in production as well as shipping. As a result, there was a temporary delay in the fulfillment of orders. We were waiting for ingredients and have been affected by the supply chain shipping issues. Unfortunately, this was not something we could have planned for because we have never experienced supply chain issues before.

  On 02/02/22, Mr. *** **** reached out regarding his purchase and spoke with the sales department. At that time the customer was made aware of the production delay and snow/ice storm that took place. Our office was closed due to the weather. The following day Mr. *** **** spoke with the sales team again and was offered a refund. The customer did not accept the refund and felt offended. On 02/04/22 Mr. *** ***** order shipped, and a note went out stating that the rest of the order will ship at a later date. There was one vape cartridge not added to the order at that time due to the delay in production. Since then, Mr. *** **** has been refunded for the vape cartridge.

  
  In summary, our customers happiness is important to us, and we apologize for any inconvenience caused by this delay in production.
  

  The documentation provided for this case includes:

  Case ID # ******** Order Details

  Case ID # ******** Shipping Details

  Case ID # ******** HubSpot Tracking

  Case ID # ******** Transaction Report
  

  We hope this information has provided the insight necessary to resolve this issue.
  

  Kind regards,
  3Chi LLC
  Operations *********
  ***********************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/29 3Chi sent out a promotional email to customers stating their cyber Monday deal of 30% off would go through the end of the month. No code was required and it would be added at final checkout. I placed an order on 11/29 11:04 pm worth $92.85. No discount was applied and I reached out to the company. They explained it was a typo and didnt not offer any solution. The phrase through the end of the month is an extreme typo. It seems more like they are lying to customers and utilizing false promotions to obtain more customer orders.

  Business response

  12/10/2021

  To whom it may concern,

  
  3Chi is a CBD/hemp company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally. While we are still in the early stages of dealing with a quickly growing online market, we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.
  

  First, we would like to apologize for the unintentional typo and the disappointment that *********************** experienced with her purchase. Although, we understand the customers frustration with the Cyber Monday email and the end of month typo, the typo was one word in the detailed message. Month should have been Day. If you refer to the Cyber Monday Email, the subject line of the email and the picture of the email both said specifically on or through Cyber Monday.
  

  On 11/30/21, *********************** reached out regarding her purchase and explained her concerns with the advertised email. Our customer support team responded the same day and apologized for any confusion. All marketing on our website that was promoting the Cyber Monday deal was automatically taken down exactly at 12:00AM EST. This means any customer who came to our website after ******* EST would not have seen any promotional advertisements and any customer who would have placed an order would have completed the entire checkout process without seeing a 30% discount applied at any time during the purchase. When ***** made her purchase, it was 12:04AM EST or 11:04AM CST.
  

  In summary, even though *********************** went through the entire checkout process and submitted her order without ever seeing the 30% discount applied, we still gave her the 30% off as an apology for the inconvenience. We will not be issuing a further refund for her purchase.
  

  The documentation provided for this case includes:

  Case ID # ******** HubSpot Email 1

  Case ID # ******** HubSpot Email 2

  Case ID # ******** Cyber Monday Email

  Case ID # ******** Transaction Report
  

  We hope this information has provided the insight necessary to resolve this issue.
  

  Kind regards,
  3Chi LLC
  Operations Team - LD
  ***********************

  Customer response

  12/24/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  08/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted customer service about my dissatisfaction that one of the products was defective/ ineffective and did not meet Any of the claims of the company stated. I received an email from customer service saying to send back the unused product for a refund and provided me with an address where to send the return and stated no shipping refunds. I paid for shipping with tracking on the return, then sent an email with the return tracking number. **************** wrote me back saying I could not send it back, after I was already instructed twice by their customer service to send it back. Now the company is saying they will not refund me and will not send the product back to me unless I pay shipping again. I have already paid for shipping twice on this item. Now they have the product I paid for and are refusing to refund me, and are refusing to ship it back to me unless I pay for shipping again(a third time). It is not ethical or legal to keep the product I paid for and my money.

  Business response

  04/08/2022

  To whom it may concern,

  
  3Chi is a CBD/hemp company whose initiative is to help our customers reach a more holistic approach to alleviate ailments both physically and mentally. While we are still in the early stages of dealing with a quickly growing online market, we continue working hard to improve systematic kinks and site errors on a daily basis to try to make the transition from manufacturing to customer hand as smooth and seamless as possible.

  
  We appreciate Karrianne *********** use of our product and were sorry to hear she was not satisfied with her most recent encounter. Although, we understand the customers frustration with the product(s) effectiveness and our refund policy, all opened used products are not refundable. On 07/30/21, Karrianne reached out regarding her purchase and explained her dissatisfaction. Our customer support team responded on 08/02/21 and advised Mrs. *********** that she can send back any of the unopened/unused product(s) received. Even though 3Chis refund policy states All purchases are FINAL and NON-REFUNDABLE, we often make exceptions. After Karrianne was advised to only send back unopened product(s), she proceeded to return her opened product and demanded a refund. At that time the customer support manager reached out to ************************* and explained the content of the product. Also, mentioning opened and used product does void all refund or exchanges in our policy.

  
  In summary, *************************************** was advised to return any unopened/unused product(s) and sent back an opened product knowing she wouldnt be refunded. While we stand behind the quality of our products, the effectiveness of a product is not a valid reason for a refund, as cannabinoids affect everyone differently.

  
  The documentation provided for this case includes:
  Case ID # ******** HubSpot Emails
  Case ID # ******** HubSpot Return Photo (opened product)
  Case ID # ******** Refund Policy

  
  We hope this information has provided the insight necessary to resolve this issue.

  
  Kind regards,
  3Chi LLC
  Operations *********
  ***********************

  Customer response

  04/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Everything that they are saying is incorrect, I contacted the company as was instructed by there employee to send back the product, with lengthy instructions on how to do so, and that I would be refunded. Then later after I shipped the product and provided them with the tracking number, it is at that point- their response changed, saying I would now not be refunded. I paid for return shipping at my own expense, and suddenly they were saying that I would not be refunded and I would not get the product back that they received, which is at a minimum unethical and at a maximum illegal. I have provided ample proof from their own emails telling me to ship back the product, in more then one email. So I am not sure why this is the response sent, it is completely outrageous. If they did this to me, telling me to send back the product, over and over then trying to keep the product and my money- how many others have fallen for the same scam, clearly they are trying to get free product sent back to them by tricking people. Ethical companies do not send emails telling customers to send back product and after they ship it back, pulling some bait and switch scam. A regular company would either tell you no dont send it back, or yes send it back- not some strange ambiguous emails where the bulk of it (three paragraphs) tells you how to return the product and the return process and address- with a small sentence added at the bottom saying the reason is not valid, added after the fact. It is amazing that this company is still in business, I am sure it is only due to the nature of the product that more people dont reach out to the better business bureau regarding this obvious attempt to defraud customers. Hopefully the laws change, which it is looking that its headed that way, and take this company out of business permanently. They should not be in operation and are a perfect example of why these type of businesses needs to be more regulated. I am also confused as to why I am being contacted regarding this so much later, as far as I knew the company was begrudgingly refunding me on their last response to this issue- so unless they recharged me (which I would not  put past them as it is obvious that illegal and unethical business practices are the norm for this company) the subject was closed. I will have to check with the credit card company again, to make sure because I definitely did not authorized any charges from this company and regardless of what they say- they can not keep the product and my money.  

  Regards,
  
  ***************************************

  
  

  Customer response

  05/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I filed complaints regarding this companys unethical dishonest business practices with the Better Business Bureau, the ************************* and the Attorney General of *******. On September 20, 2021 the Attorney General of ******* ********************* took my case  File No. 21-CP-73394 against 3CHI  because of the illegal/ dishonest business practices. The Attorney General, when taking my case against 3CHI, confirmed that it is illegal for a company to tell a customer to send back a product (keep the product)and keep their money too. 3 CHI told me repeatedly (multiple emails) to mail back the product and that I would be refunded, it was not until- I paid for the return shipping and provided 3CHI with a tracking number, that the company Changed what they were telling me. After 3CHI receive my return, the company said they were keeping the product I shipped back and my money unless I would pay another shipping charge. At this point I already paid two shipping charges, so I was Not willing to pay an additional one for a product their employees instructed me to send back. Thankfully the Attorney General took my case against this company and after the Attorney General contacted the company 3CHI and informed them of the case number- I was refunded on September 22, 2021. So I am confused as to why 3CHI would be taking this stance on the Better Business Bureau website. It appears to be done to give the illusion that this company had no wrong doing. The Attorney General took my case because of 3CHIs dishonest business practices. So buyer beware.

   

  
  
  
  

  
  

*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. ↩