ComplaintsforcbdMD, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I participated in a CBDmd study with whoop. I wore a whoop for 6 months while taking 3 months off of CBD and 3 months on to see its effects on recovery. The study was problem.However after completing the study I was sent an email offering afree VIP box for a review. So I obliged. After submitting it, several weeks went by a response. So I reached out to customer service. The first two emails werent even responded to. Then I submitted a customer rep request. I talked to the same person twice over 3 weeks, again nothing. They kept saying the marketing team wasnt answering or whomever. Now I sent another email, and Ive received nothing else in return.Dont offer people things with zero intention of fulfillment.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  CBDMD hasn't sent my monthly order I subscribed for and is sent me an email telling me it was shipped and delivered when I never even got charged or got a tracking number. This is the second time I was decieved by cbdmd. The first time I was overcharged and later refunded. I'm starting to sense it is intentional.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was on a subscription for CBD gummies and stopped the subscription which I had to make an account for again, even though I already had one. I tried calling multiple times during normal business hours that were listed on the automated system, but it always said it was closed, so I had to submit my request for refund online. They contacted me, and asked for the reason, which is I need to pass a drug test and have since gotten sleeping medication from my doctor. I stated I still wanted a refund and they said it was no problem thru email. Now, they are stating they are having problems refunding the money to my card and asked if I had changed my bank or card, which I haven't. I responded accordingly and stated a check would be fine and they could call me and advised them what their automated system stated. I now have received another email today stating "Hi *****" requesting additional time and stating they were eastern time when their automated system says they are pacific time. I just want my refund, however I feel like every step of this has been fraudulent. I have a case number of ******. In addition, I tried sending the unopened bottle back and they said they would not provide a return label and didn't want them back? Their website very clearly shows the opposite. I originally was referred by my friend, but will suggest she go somewhere else, as she definitely would not be happy if she had to deal with this.

  Business response

  08/09/2023

  We understand the customer's confusion and frustration. The customer lives in ********** and tried to reach out to us after hours. Our hours of operation are clearly stated on our website and on all of our phone messaging that we close at 6pm EST. All records show they reached out after this time. When an email was sent by the customer, we responded to that email the next day. 

  When a refund request is submitted, we review every case and if we determine a return label is needed, then we provide. This case we determined no label was needed as there was no reason to send products back to us. Her refund was approved and when the Billing rep went to submit the refund, the transaction was declined. We rarely see this, but it does happen from time to time due to changes on the customers end - this is why we asked if they had updated anything with their bank. When the customer responded that no changes had been made, the Billing rep started investigating as to why the refund was declining - this was yesterday afternoon. It looks on our end that the customer was never charged for this order as when the card was authorized and order were placed, the bank subsequntly declined the actual transaction. 

  We ask the customer to kindly check their banking transactions to confirm no charges were ever made. 

  Customer response

  08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. We were not charged for the July shipment which was in question.

  Please note, I tried calling in the morning and afternoon at different times on different days prior and I'm not sure how the company knows when I tried calling. 

  
  Thank you. 

  
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had over 6+ reps ********* account over the years. Sadly we had some product issues and tried to get them resolved via return/replace/credit but never got an RA. We continued to place orders anyway, alwaysasking how to returnbut never getting help. Months go by turning into over a year. After continuing with sporadic orders despite waiting for RA, we now have hundreds of dollars in products that need to be returned/replaced/credited with multiple promises from your staff that RA's will be sent and products replaced but it never happened.Finally our newest rep ***** contacted me so we now have yet another new guy who is "trying" to solve issues from 2 reps ago. He was successful in getting an RA so we were finally able to return the products causing us the most issues. He then said upon getting the returnapproval that this credit will be applied to my next order over$1000. These were items from severaldifferent ordersover several months. Again this took so long because of prior reps just not doing theirjob or making false promises. We sent the products back theday after we got theRA. After not hearing from ***** for over 2 weeks to confirm receipt of the return I called him today. He did confirm the return was received and I have a credit of $507. Now I am being told I have to place an order for $1000 and then I'll receive $507 in replacementproduct on the next order after that. Once again I'm, being told one thing and then the actions taken are not the same. In short all I want is the promised credit of $507 on the next order of over $1000.

  Business response

  08/05/2022

  We've looked into this issue and had our EVP of Sales reach out directly to the customer. After the discussion, they were able to reach a resolution and we have agreed to refund the customer. The refund was finalized and processed today and can take up to 3 business days to post back to the customer's account. 

*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. ↩