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:12/20/2024

  Type:Delivery 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.

  Placed order on beginning of December. Received notification of shipping label being created on 12/13. Item was NEVER shipped. **************** on the 18th attempted to blame **** when I finally received a response. I called *********** confirmed that it has not been shipped by ***. No responses as to why from *** customer service. Now it will not make it before the 25th & its a Christmas item. How do you create a shipment label on the 13th but never ship it?!? And its a December/Christmas box. I need my package before 12/25 as its a gift. Shipping out my item express & making sure it arrives to me before 12/25 is the only thing that will rectify this, please. Thank you.

  Business Response

  Date: 12/21/2024

  Hi there,
  
  Your order was shipped out on the 13th of December and was handed to ****. Due to the holiday season, they are dealing with a high volume of packages, many of which face a delay in delivery and they often skip scanning packages at every step.
  
  We understand your frustration, especially when speaking to the **** team who are only able to provide input based on what's on their system. Since the tracking did not update, they told you that the package wasn't handed over yet. We only create shipping labels as the shipping carrier arrives to collect the batch of packages. The tracking update does not change until the package is accepted at their local facility. 
  
  Given that the tracking hadn't updated for a week, we created a replacement order to try and get this in your hands as soon as possible. Even with express shipping, timely delivery cannot be guaranteed during this seasonal rush.
  
  Fortunately, the original package we sent out got a tracking update and it estimated to be delivered by the 24th of December. 
  You can take a closer look at the tracking update to see that it was not scanned for several days as the package was being delivered to you. The package got sent from out warehouse in **, and the tracking only updated when it arrived in *** 
  
  We've always got your back, and we're happy that you'll be getting your package on time. 
  This is a great Christmas gift and a definite crowd pleaser! Happy holidays ??
  
  [**** tracking number: **********************]

  Customer Answer

  Date: 12/23/2024

  **************** finally sent item, item was sent priority & arrived. They followed up with excellent customer service. Case closed. 

• Initial Complaint

  Date:11/25/2024

  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.

  Ordered a packaged and the express shipping just for my package to still be late and me not have anything. Contacted your customer support just to get led in circles. S***** thing to do to a customer paying $200 for something.

  Business Response

  Date: 11/27/2024

  Package delivered on the 25th of November.
  
  Hi there,
  
  It seems you opted for priority shipping, which with **** is 1-3 business days. However, it seems there was a delay and your package took 6 business days instead. 
  
  We are terribly sorry for this delay, we are unsure why the package was held at one of the **** facilities for 3 days before it got sorted and sent to you. You'll notice in the tracking history, the package got sent out and arrived at the facility in *********, then it got sent out on the 19th to arrive in *********** on the 23rd. Once it reached *********** it got delivered within 2 business days. 

  Although we are unaware of the reason causing this delay, we agree that this is not the service you paid for. As such, we've refunded the shipping cost in its entirety.
  We hope you enjoy your new DHC goodies, and we hope to see you again soon.
  Have a wonderful week ahead :) 

• Initial Complaint

  Date:10/15/2024

  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.

  Purchased my subscription box from this company on September 29, 2024. I paid $37.98. They emailed me a conformation email stating explicitly on the email to please allow up to three weeks for order fulfillment. This is now the second time they have completed chosen to fail in following through with the promised serviced. The last time I made a purchase with the company on June 29, 2024, the company chose then to take their sweet time sending me my product. When my next order automatically fulfilled, they even then chose to send me the same exact item (which, also, came to my house faster than the box I ordered 4 weeks prior).

  Business Response

  Date: 10/16/2024

   Hi there,
  
  
  Thank you for taking the time to share your feedback, we take these complaints very seriously. Lets take a look at your order timeline the past few months:
  
  
  April 1st Shipped April 9th Delivered April 19th
  May 1st Shipped May 2nd Delivered May 13th
  June 1st - Shipped June 4th Lost in Transit
  June 29th Shipped July 1st Delivered July 5th
  June 29th Shipped July 1st Delivered July 9th
  September 29th Shipped October 8th Delivered October 15th
  
  
  Youll notice that all orders were shipped within the 3 weeks, in fact, the longest it took an order of yours to be shipped was 9 business days, while the rest got shipped within a few days.
  
  Please keep in mind that the processing time does not include the shipping time, as that differs based on the shipping method selected at checkout.
  
  
  We suspect you are not getting the shipping confirmation emails as youve reached out to us a few times while the order was already in transit. Please make sure to whitelist our emails so they do not get lost in the spam or promotions tab.
  
  
  In regards to your June box. It seems that although the box was shipped out on the 4th of June, it was lost in transit and we were not aware of this until you reached out to us on June 29th. As such, we created a replacement order in the system and sent it out with expedited shipping.
  However, at the same time, you placed an order for a new subscription plan. Thats why you had 2 orders on June 29th, the replacement order for the missing package and the new order you placed. Both of these orders were for the June box.
  
  
  You reached out to us about this and we explained the situation and that you had 2 active subscriptions at the time. So we went ahead and cancelled one for you.
  You skipped the July and August boxes, and your September box was shipped as scheduled.
  It got delivered yesterday to which you reached out informing us that one of the items arrived damaged. We immediately created a replacement order for that item and it should ship soon.
  
  
  I hope this breakdown clarifies the situation and addresses your concerns. As always, our support team is here to help, so please dont hesitate to reach out to us at any time.
  Enjoy your new DailyHighClub goodies!

• Initial Complaint

  Date:04/09/2024

  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 made an order March 9th for a glass product they sell. When it arrived it was completely shattered (there was no fragile sticker or bubble wrap etc inside) I have contacted them over a dozen times through their customer service email address, through ******************** messages with not a single response. I just want a refund at this point

  Business Response

  Date: 04/20/2024

  Hi there,
  
  We're sorry to hear that you received a damaged order and experienced troubles reaching us to report it. We had been going through a transition to a new support system when you encountered your error therefore there was a bit of a delay in response. In addition to that, it seems our initial replies got lost in your spam or promotions folder which further delayed a resolution.
  
  We're happy to report that, as per you request, a replacement has been sent out and is expected to be delivered soon according to the tracking number.
  
  If there's anything else we can assist you with in the meantime, please don't hesitate to let us know.
  We're sorry for the frustrating experience, we assure you that is far from the regular Daily High Club experience our customers are used to.
  
  Have an amazing weekend and enjoy your new Daily High Club goodies!

• Initial Complaint

  Date:04/09/2024

  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.

  The order# ****** placed on March 2 arrived broken. I have sent 5 emails, and many ********* and ******** messages for almost a month, and still have not even received a response. I have also tried commenting on their ********* post asking for help, and they delete my comments. I do not understand why as I have been a long time customer that has spent thousands, and this is the first issue I have had. Very disappointed to know this is how they treat customers. I have done everything I can do on my part. I should not have to be stuck paying for a broken product. I would just like my order either replaced or refunded asap.

  Business Response

  Date: 04/13/2024

  Hi there,
  
  We sincerely apologize for the inconvenience and frustration caused by the damaged item in your subscription box. It deeply saddens us to hear about your negative experience, especially as a valued long-time customer. Please know that your satisfaction is our utmost priority, and we're committed to making things right for you.
  
  Due to a recent transition to a new support system, we encountered some technical challenges that resulted in delays in responding to customer inquiries. We regret any oversight on our part and truly appreciate your patience and understanding during this time.
  
  Rest assured, we've already processed a replacement order for the damaged item, and it's on its way to you as quickly as possible. Additionally, we'll ensure that your future interactions with us are smooth and hassle-free.
  
  Once again, we apologize for any inconvenience caused, and we're grateful for your continued support and loyalty. If there's anything else we can assist you with, please don't hesitate to reach out to us directly.

• Initial Complaint

  Date:04/02/2024

  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.

  March 1 2024 i spent ***** on a subscription box (after i already canceled it a month prior)They never sent the subscription box they wont refund me my money (even after ive talked to them three times asking for a refund!!!!!.)It took ALOT to even find a way to contact them because they wont respond to emails AT ALL Company name is Daily High Club and they are scamming people left and right!!!!I told them i was going to the BBB and they DID NOT CARE AT ALL!!!

  Business Response

  Date: 04/06/2024

  Hi there,
  
  We're terribly sorry that your package was lost in transit. We have already sent out a replacement and it should arrive by Monday according to the tracking number. We sent you all the details directly a few days ago.

  We are slightly confused by your BBB complaint. We recently moved to a new support platform so we might have not received all your messages, but the ones we have in our system don't show that you tried to cancel your subscription. You were following up on your March sub box that was stuck in transit with no updates in the tracking.
  
  Did you miss our recent email? Please check your spam and promotions tab if you haven't seen it. Please response to that email with all your concerns so we can address them promptly.
  Customer satisfaction is our top priority and we hate that you have found your recent experience with us frustrating. We will do everything in our power to make up for that and provide you with the Daily High Club standards of service you are used to!
  
  We hope your day only gets better from here.

  
  

• Initial Complaint

  Date:03/21/2024

  Type:Customer Service 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 am a subscriber for a couple years now. I haven't had any issues with their product before. But my latest order arrived broken, and I have been trying to reach out to them by email for over 3 weeks now, but I haven't gotten any response.Very poor business practices and customer service.

  Business Response

  Date: 03/31/2024

  Hey there,
  
  I hope this message finds you well. I wanted to extend my sincerest apologies for the inconvenience you experienced with the damaged item you received in your recent subscription box. As a valued and loyal customer, your satisfaction is of utmost importance to us, and it's disheartening to hear that we fell short of meeting your expectations on this occasion.
  
  Upon reviewing your complaint, it came to our attention that our recent transition to a new support system led to some technical glitches, resulting in us not receiving your emails in our support inbox. I understand how frustrating this must have been, and I truly appreciate your patience and understanding during this time.
  
  Your cooperation, including providing screenshots of the emails you sent us, has been incredibly helpful in allowing our IT department to investigate and address the technical setbacks effectively. Thanks to your assistance, I'm happy to report that we believe we've resolved these issues, and our support system is now fully operational and ready to provide you with the assistance you deserve.
  
  I'm pleased to inform you that we've processed a replacement for the damaged item in your subscription box, and it's already on its way to you. We've taken extra care to ensure that the replacement item is in perfect condition, and we're confident that it will meet your expectations.
  
  Once again, I apologize for any inconvenience or disappointment you've experienced, and I want to thank you for your continued loyalty and support. Your feedback is invaluable to us, and we remain committed to providing you with the exceptional service and products you deserve.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. We're here to help in any way we can.

• Initial Complaint

  Date:06/20/2023

  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've ordered the march,April and may subscription box. I have yet to receive a single thing. Talked with someone and just keep getting were waiting for more to come in so my march box is taking 3 month? And I seen them put more of the item there waiting on up separately on the site to sell. I have patience and get things happen but this is ridiculous and uncalled for. No problem taking my money .

  Business Response

  Date: 07/03/2023

  Hi there,
  
  We are extremely sorry for the delay you experienced. 
  
  I see that your delayed packages have all shipped. However, we received your complaint with the missing items in your package. 
  
  Our support team have been trying to get in touch with your for a couple weeks now to make sure we send you a replacement package containing what you are missing as well as a suitable and matching compensation.
  
  Please take a look at your inbox, you might find our emails in your promotions tab instead. 
  Let us know if there's anything else we can assist you with in the meantime.
  Have a wonderful day!

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair 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.

  Transaction date: 11/11/22 Order total: $59.99 I received the product 11/25/22 with vital parts missing. (Not hardware needed for assembly, but actual parts of the product missing.)There is no phone number on their website. The contact information I found in the transaction record in my credit card account is for a different company. I tried emailing their customer service email address twice and have not received a response.

  Business Response

  Date: 12/12/2022

  Hi there,
  
  I am so sorry that you received an incomplete order! Order accuracy is incredibly important to us and we will be investigating this issue and following through to get to the bottom of how this could have occurred.
  
  I see that our support team has already created a new order to have the missing items shipped to you. The package is expected to arrive later today.
  
  I'd like to apologize again. We feel terrible that you are having to deal with this inconvenience and delay.
  
  Thank you so much for your patience and understanding. Have a wonderful day! 
  

  Customer Answer

  Date: 12/13/2022

   
  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:11/28/2022

  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.

  Its a subscription you purchase from this company and they send a glass piece and a handful of different things as well. This happened 07/31/22 when I reported the incident. I revived a broken glass piece. I didnt hear anything back so I reported it again and resent another email 08/09/22. I received a response 08/19/22. They stated theyd resend me a new glass piece to replace the broken one I received, but they didnt ask me for an address or any shipping information to be able to do so. I have sent countless emails and I have even kept my subscription going because I thought they were an honorable company and I have been proven wrong. I need an apology, update, something, anything. Its bad business and stealing from a customer that has been with them for so long isnt ok.

  Business Response

  Date: 12/12/2022

  Hi there,
  
  We are incredibly sorry for the delayed response time you experienced and lack of information. Unfortunately the main piece in the July subscription box included an intricate design that caused it to easily break during shipping, hence the available inventory was not enough to replace orders with similar experiences to yours. Therefore we gave our customers the option to wait for the item to be back in stock, or to select a different item as a replacement. 
  
  I took a look at your correspondence with our support team, and it seems you opted for a different item. Your replacement order is in the system and you should receive a shipping confirmation email with the tracking number very soon.
  
  You'll notice that our response time has significantly decreased as we have expanded our team to better serve our lovely customers. If there's anything else we can help you with, please don't hesitate to reach out at any time. We are always happy to help :)