Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't get instructions with a binding to phone number code or anything. Cannot bind this item to phone. Tried talking to customer service who made me go through multiple loopholes and stil nothing of an outcome.

  Customer Answer

  Date: 02/10/2025

  The issue has been addressed. No further complaints at this time. Thank you.

  Business Response

  Date: 02/11/2025

  According to the notes on this complaint the issue was resolved and closed. Please advise if I need to provide more information.

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an item from pinkcherry.com and just received on 11/30/24. When I tried to charge the item's battery it would not charge after the recommended time and longer then when I tried to contact the seller at their customer service all I got was the same message over again five times in a row. I also tried contacting them by phone several times to no avail. All I want is a functional replacement item that I paid for.

  Business Response

  Date: 12/03/2024

  Hi,

   

  We have numerous asked the customer to provide the item and order number. We have not received a response. We can not action this request without these details.

   

  
  Gorgias Bot
  email
  sent via: [Auto reply & close] Troubleshooting
  
  Saturday
  Hi *******,
  
  
  Below are a few tricks and videos that may help you get your item up and running.
  
  
  Battery Operated Devices:
  
  
  1. If the item is not working please make sure that you have opened the battery compartment. There is sometimes a small tab that must be removed for the batteries to make contact. This is placed in the device so that the batteries do not lose power. Once the tab is removed the item should start to work.
  
  
  2. Change the batteries: We do not recommend using rechargeable batteries. Sometimes they are a bit too strong for the item and can short it out. Please make sure you are using brand new disposable batteries.
  
  
  3. Put the batteries in the opposite direction that they are currently in. Even if you have think they are in correctly give it a shot, it sometimes works.
  
  
  4. Some items come with a travel lock. Try holding down the the power button for 3 to 10 seconds to unlock the device.
  
  
  
  
  
  
  Rechargeable Operated Devices:
  
  
  It could be that the charger isn't connecting properly to the device and your device is not actually getting a full charge. Below are some troubleshooting actions you can take to try and fix the issue:
  
  1. To ensure that the charger is connecting properly to the device, try cleaning the contacts on both the charger and the device with a lint free cloth and maybe a little disinfecting spray before reconnecting.
  
  2. Check the strength and functionality of the wall adapter you are using with the product charging cable. I would suggest trying to charge another USB device with the same wall adapter and ensure that it is charging efficiently with a strong connection.
  
  3. Check the strength of the outlet you are using. Again, I would try using the same outlet to charge another device and ensure that it is working properly.
  
  4. Some items come with a travel lock. Try holding down the the power button for 3 to 10 seconds to unlock the device.
  
  
  
  
  
  
  Below are a few videos that may help you trouble shoot your item.
  
  
  How To: Toy Troubleshooting
  How To: Charging Your Toys
  Toy Cleaning and Storage
  Waterproof vs Water-Resistant
  
  Please let us know if this doesn't work and we would be happy to assist further.
  
  
  
  
  
  
  
  
  
  Actions performed:
  checkAdd tags: troubleshooting
  
  MB
  ******* ******
  live_help
  
  Saturday
  The items in my order are defective
  ---------------------------------------
  Order: *********4334
  Fulfillment: *********4334.1
  Item names: Dr. Skin Dr. ****** 7 Inch Thrusting Vibe - Regular, PinkCherry Water Based **** Lubricant in 16oz/480ml - 16oz/480ml, Ultimate Douche in Blue - Regular
  Tracking number: 420143049261290357456603209456
  Order placed: 11/21/2024, 4:47:16 AM
  Shipping address: *******************************************
  
  **
  account_circleGorgias Bot
  email
  
  doneSaturday
  We're very sorry to hear this. Please provide us with a few more details regarding the defect you noticed.
  
  
  
  
  AP
  account_circleAmanda P
  email
  
  doneSaturday
  Hi *******
  
  
  We are sorry to hear that your item is not working.
  
  
  Please provide the item number, order number and the exact issue you are having with the item.
  
  
  As soon as we hear back from you we will be more than happy to assist you.
  
  
  
  Actions performed:
  checkAdd tags: defective
  checkSet status: closed
  
  email
  To:
  
  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seems that I am supposed to get a package from you guys but no record that I ordered something I checked the mailbox and there was nothing, I need an explanation! I don't not like this practices! Need an answer

  Business Response

  Date: 10/09/2024

  Hi,

   

  I am sorry but the order number you provided does not correspond to our order numbers. I can not find your email or name in our system. Please provide the correct information so we can look into this issue.

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased toys from pink cherry and they arrived September 23rd 2024. They were covered in human f**** and I immediately messaged the company. They kept denying it even when I showed photo evidence of everything. The smell was horrible and I accidentally touched the used toys that had someones f**** They argued it and then changed my message to make it look like I sent the email way later than I actually did to make it appear as if Im lying and have had the items longer even though I have proof I received the package at 10:46 am and I sent my email at 10:51 am and they replied at 10:54 am. They changed it to say I sent my email at 2:51 pm which makes no sense. They only refunded me $28 out of an almost $90 purchase. If I had a cut on my hand and touched the f**** I could get extremely ill. My health was severely put at risk and they refuse to take accountability. Ive found multiple people who have had similar problems receiving used items from them. They say they dont sell used items but on their site it says they accept returns and they go back to the warehouse where they sell their items. I feel sick to my stomach and they refuse to do anything other than just give me back $28. This business is a health hazard and Im not sure its even legal they sent me an item with ***** matter on it. It even reeked of it when I opened the box making my whole house smell horrendous all day long no matter what I did to air it out. They also censor reviews on their site and they have to accept your review if you wanna post it so all of their reviews seem good. I sent an email freaking out about how I was having a panic attack because I touched a used toy with ***** matter on it and all they said at first was Im sorry your item isnt working? Its not a user error, they sent me something used.

  Business Response

  Date: 09/25/2024

  Hi,

   

  I am very sorry but All the items we sell are brand new and come to us directly from the manufacture. There is no way this would or could ever happen.

  I did notice that the **************** *** you were dealing with did provide a refund for the item. Having said that I have issued a full refund for the complete order. 

  However, I would like to ***eat that there is absolutely no way this came from our warehouse. We pride our selves in the cleanliness of our facility. Any item that are returned to us are delivered to a completely different part of the building and never comes in to contact with new items.

   

   

   

   

   

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Destiny Sucking, Flickering and Vibrating Massager in Blue from this business on 9/3/24 (order *************). I paid $47.97 + tax, which was $52.65. I purchased two items, so the order total was $92.13, but only one item was problematic; it is not what I ordered. When I contacted customer service, they confirmed they sent the incorrect item. At first they offered me reward points as a solution, but I asked for a full refund to my original payment method. They said they wont refund me, and they wont send the correct item until I pay to ship the incorrect item back to them. It is absurd to expect the consumer to pay return shipping to correct their error. While their return policy addresses defective items, it does not say anything about procedures for when they send incorrect items.

  Business Response

  Date: 09/23/2024

  HI This item has been refunded....

  Customer Answer

  Date: 09/23/2024

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

• Initial Complaint

  Date:08/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im not sure what or who this company is but they keep trying to charge my card $80 on the separate transactions! I had never even heard about this company until today. I dont even know how they got my information. Please stop taking money that doesnt belong to you.

  Business Response

  Date: 08/09/2024

  Hi,

   

  You placed an order with PinkCherry. TBMBM IN is our billing name so we can keep things discreet.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered products from this site, and paid extra for 2 day shipping. It stated very clearly 2 business days. I ordered on July 25 2024. My order processed July 27 2024. The estimated arrival for my package is August 2 2024. Out of curiosity to see if this is a common complaint, I sought out any complaints against this company. It turns out they have some fairly poor customer service. When I reached out to them for a refund of the shipping fee, I told them in no uncertain terms that if I did not receive a refund within 48 hrs I would report them. I received an automated email stating that my item is due to arrive on schedule, so I decided to forego the 48 hrs. I simply want to be reimbursed for the 2 day shipping, since they aren't honoring that promise.

  Business Response

  Date: 07/29/2024

  Hi,

   

  The order was placed on July 26th at 2:07PM. As per our FAQ any order placed before 12Pm (EST) will be shipped. Anything after this time will be processed the next day. The customer was provided a Promised delivery date when she chose to pay for the shipping method. The promised delivery date the customer was provided was July *******. When she placed the order and chose this service she agreed to the date. If the customer does not receive the order on time, she can contact **************** for a shipping refund.

   

  PROMISED DELIVERY DATE7/31/2024

   

  FAQ:

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

   

  Thank you

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product was damaged and I asked for a refund. They said that they could replace it so I sent the damaged product back. I checked the tracking number and it arrived. It has been over 1 week and I still havn't gotten a replacement. At this point, I no longer want the product and just want a refund.

  Business Response

  Date: 03/20/2024

  Hi,

   

  The replacement for the damaged item was sent out to the customer on Friday March *********. According to the tracking it is on it's way and should arrive March 21 2024 by 7PM.

  Tracking link: *********************************************************************************************************************************

   

  I have also attached the defective policy posted on our website and a copy of the shipping label used to send out the replacmenrt.

   

  I have also copied the defective policy below:

   

  What do I do if an item is defective?
  If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please contact us to let us know of the issue. We will then issue a Return Merchandise Authorization number (RMA) via email which will provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (the customer will be responsible for the cost of shipping the item back to us), we will promptly ship a new replacement to you free of charge once the return is received and processed. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.

• Initial Complaint

  Date:11/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Says my package was delivered and signed for.I never received my package and i dont kno the person who signed

  Business Response

  Date: 11/03/2023

  HI,

  The order we have associated with your email address has not been delivered yet and is scheduled to arrive Tuesday Nov 7th 2023.

  Please see the attached documents.

  Thank you,

  PinkCherry.com

• Initial Complaint

  Date:10/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item with exedited shipping which was supposed to arrive by 10/19. when I still had not received it by 10/20 i reached out saying to cancel the order as it did not arrive in time. I got no response but an email today (10/23) saying it was delivered. Nothing is here. They said they filed a claim with the shipper and want me to wait 2 weeks for a resolution. This is unacceptable and I want my money back.

  Business Response

  Date: 10/30/2023

  I see that this order was refunded to you on 10/27/23.

   

  
  Refunded
  
  Original order October 12, 2023
  $109.32
  
  Subtotal
  2 items
  $97.30
  Discount
  FALL
  $0.00
  Shipping
  Fast Shipping - get it by Thu Oct 19 (831 g)
  $5.22
  Tax
  ******** TAX 6.625%
  $6.80
  Total
  
  $109.32
  Paid by customer
  
  $109.32
  Refunded
  Reason: Refund from PinkCherry
  -$109.32
  Net payment
  
  $0.00