ComplaintsforCannaGlobe

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 products from this company, initially I had received 1 but not the other 2.They sent me another package with one of the missing 2 items and not the third.So in total I ordered 3 items, and after a number of difficulties with the company I received 2 out of the 3.I messaged a few times and requested the product, then finally a reimbursement of the product and I have never heard from them again.I went through my credit card company and the initial issue was not entered correctly and the resolution for the issue was denied as the company said I received my product and didnt return it within the 3 day timeframe.BUT I never got the product so how could I return it?They emailed me confirming I didnt get it and they said they would reimburse me, then nothing!No word from them, no reimbursement.

  Business response

  05/31/2024

  Customer is accurate that they only received 2 of the 3 items.  After research we discovered the **** had pulled the 3rd product twice from their order on two different attempts to ship it to her - without explanation to the Company.  **** is Canadian customs as the customer lives in *******.  The Company has not been contacted by the **** regarding this situation - they just pull the product and you are left with picking up the pieces.  It has taken too long to figure out but we've discovered the issue.  The Company is in the process of refunding $39.99 which is the amount of the 3rd product that was never received.  The $149 ask is excessive as the customer did receive 2 of the 3 products ordered.

  Customer response

  05/31/2024

  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.
  
  I do however have reservations on actually receiving this refund of $39.99 USD as I have received no confirmation or receipt of a charge reversal on my credit card despite attempts made in the past.

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

  Customer response

  06/13/2024

  Complaint: 21765059
  
  I am rejecting this response because:
  
  I still have not received any contact nor reimbursement from the company.

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

  Business response

  06/14/2024

  The refund has been processed through their bank

  Customer response

  06/17/2024

  Complaint: 21765059
  
  I am rejecting this response because:
  I still have not received reimbursement on my credit card.

  Despite me receiving an email indicating a reimbursement, there has been no money put back on my card.
  
  Regards,
  
  *********************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I joined CG as Virtual Dispensary Owner. The day I joined & processed my payment there was a problem, I had to take a few extra steps to get the payment to go through. I try to run an order for a customer but his card wouldnt process. Again, no big deal, I tried another, THAT card wouldnt work. I continue to try both.No luck. I decide to contact CS, I mean thats a logical choice at this point right? **************** responds we dont deny charges its the bank The banks confirmed they could see the rejections & the cards are good to use. I try contacting them more but my emails go ignored for 3 days only again for them to try blaming the bank. I ask for a *********** FINALLY say they have sent the issue to IT.5 emails, a call to Regional Rep who assured me things will get sorted as hes personally working w the OWNERS wife. 20 days later NOTHING! I try to process ANOTHER order for a DIFFERENT customerDENIED! I reach out to my sponsor and the two gals above her but only one acknowledges the issue.Sponsor assures me she will get after it. I finally get a response from CannaGlobe telling me they cannot process payments for CCs billed to a PO Box, its in the terms and conditions with their merchant?! Shouldnt this be common knowledge throughout the whole company?! I mean this eliminates my ENTIRE local customer base! I NEVER would have invested had I known. I have local customers all who MUST use a PO Box, theres NO mail service here! But CG tells my sponsor customers can just change billing addresses & then the charges will go through its an easy fix they said!Now CS wont respond to me they email my sponsor to tell HER to tell me they THINK they found a workaround & have me try AGAIN?!Does this mean theyre KNOWINGLY violating their terms and conditions w/the merchant who processes their charges. I REQUESTED A REFUND & ASK TO CLOSE MY ACCOUNT. THEY CONTINUE TO IGNORE ME.

  Business response

  04/23/2024

  Our Company sells products and pays commissions to representatives like this customer.  Customer paid $473 for 3 items: Her website set-up fee of $299 which also included 10 product samples, her $25/month maintenance fee, and $300 worth of product - which we sold for $100 as an entry level product promotion.  ******** also earned $214 in commissions through her efforts that she used to buy additional products throughout Feb-******************************* is admittedly in pre-launch phase and have gone to great pains to make it very clear to all of its independent representatives that growing pains should be expected.  The Company only has email support.  When the complainant first started emailing regarding the decline of her charges we responded to each of her emails promptly within 24hrs.  She clearly did not like the response.  At the time, our merchant did not allow us to use a ** Box as a customers billing address due to the fear of fraudulent charges.    
  
  Timeline:
  Customer first contacted Customer Support Feb ********* at ****** - we responded to her email at 7.51pm that same day asking for further information.
  Feb 27 9.12am - Customer responded via email with the needed info
  Feb 28th 5.24pm - Customer sent email regarding details with her bank
  Feb 29th 8.18am - Customer emails reminding us her card is still being declined
  Feb 29th 3.28pm - Company responds with possible reasons for her card being declined.  This is when we determined that the ** Box was the issue.
  Mar 1st 8.32am - Customer sends email asking for assistance
  Mar 1st 9.14am - Company responds that we are investigating the issue
  Mar 1st 9.20am and 1.34pm - Customer emails asking for an update
  Mar 6th 9.20am - Customer asks for an update
  Mar ********* - Company resolves what the issue is and responds to ask her to use a card with a physical address.  It took a couple weeks for out IT team to resolve.
  Mar 25th 6.36 - Customer responds that the solution is not acceptable
  Mar 27 - 29 - Customer sends multiple emails complaining about this issue as well as other issues she was bothered by.
  Mar 29 - We chose to live-call the Customer and try to resolve her frustration.  We also were letting her know that we had come to a resolution with our merchant and that now we can allow a ** Box and was asking her to try to place her order once again.  Then we learned some additional information.
  
  On this call the Customer revealed that she was purchasing additional products through other accounts that she had recruited.  She would have someone on her team order the product and she would pay them for the order and the order would come to her.  At first glance this would seem a quick fix for the problem of her not being able to charge her card.  We could have lived with that explanation.  But she made it clear that even if we resolved the card issue that she was going to continue to do this because she could earn commission on products she ordered for herself.  This behavior is prohibited by our clearly published Policies & Procedures.
  
  We asked her to test the fix we made to her address issue but she was not interested in the fix because it would take money out of her pocket.  When she made this statement we decided we were at an impasse and terminated her position in the Company. 
  
  Clearly we had a frustrated customer and we went to great lengths to resolve their issue.  She had a fair experience with our Company when you look at what she received in her order, her subsequent orders and her earned commissions. She consumed or used over $500 of product and certainly does not deserve a refund.  We do offer a refund for unopened products but she never was interested in this offer.  
  
  You can also see that we were reasonably responsive to her emails.  At the end of the day we presented her with a solution she wasnt interested in because she was intent on continuing to violate our Policies - which ultimately led to her termination from the Company.

  Customer response

  04/26/2024

  Complaint: 21501116
  
  I am rejecting this response because: They omitted some information and have other information incorrect and lying. My responses are provided and outlined under each claim by the company. 
  
  CG: Our Company sells products and pays commissions to representatives like this customer.  Customer paid $473 for 3 items: Her website set-up fee of $299 which also included 10 product samples, her $25/month maintenance fee, and $300 worth of product - which we sold for $100 as an entry level product promotion.  ******** also earned $214 in commissions through her efforts that she used to buy additional products throughout Feb-March. 
  
  Me: This is partially true, right up until the commissions. $299+$25+$100=$424 / $473-$424=$49 (This is tax and shipping)
  
  While it's our choice to sample, sell, or give away these products I sampled out approximately 90% by handing out to potential local customers for marketing purposes.  
  
  I have been locked out of my website so I'm unable to dispute the commissions by providing factual backup but from memory and help from my customers I came up with approximately $76+$22+$25=$123 of commissions. I was GIFTED $100 in my wallet from my enroller which I used for my back office fee and then more items to sample out like mushroom caps ($39.99) for sleep and the sample pack of the pain balm ($50.00). But my commissions were NOT as the company claims.
    
  Furthermore, commissions are based on sales which in turn brings the company money as well as advertising and marketing for the company. I spent those few months marketing the company to get the name out there in vendor events and printing advertisements to hang at local establishments.
  
  CG: *********** is admittedly in pre-launch phase and have gone to great pains to make it very clear to all of its independent representatives that growing pains should be expected.  *********** only has email support.  When the complainant first started emailing regarding the decline of her charges we responded to each of her emails promptly within 24hrs.  She clearly did not like the response.  At the time, our merchant did not allow us to use a ** Box as a customers billing address due to the fear of fraudulent charges.    

  ME:  I understand growing pains for a newer company but this restriction within their own Terms & Conditions should have been made public knowledge to enrollees, clearly there were issues with the billing system from the get go but I was instructed by my upline to create the account and then go in and pay my joining fees from my "back office" vs through profile creation. I'm assuming this is the "workaround" for this scenario. This should have been my sign but I took the word from the higher *** (upline) that this is how it has to be done when using a ** Box.
    
  Timeline:
  Customer first contacted Customer Support Feb ********* at ****** - we responded to her email at 7.51pm that same day asking for further information.
  
  Feb 27 9.12am - Customer responded via email with the needed info
  

  Feb 28th 5.24pm - Customer sent email regarding details with her bank
  

  Feb 29th 8.18am - Customer emails reminding us her card is still being declined
  
  Feb 29th 3.28pm - Company responds with possible reasons for her card being declined.  This is when we determined that the ** Box was the issue.
  
  ME: This is when the company should have advised me of the ** Box issue, but did not. The only communication customer received this day was: Support Agent (TH) February 29, 2024 at 3:28PM
  "The only reason for your card to be declined would be due to a mismatch on your address or CVV code. We do not decline card charges - your card issuer declines your charge. We are just a conduit to your issuer."
  
  Mar 1st 8.32am - Customer sends email asking for assistance

  Mar 1st 9.14am - Company responds that we are investigating the issue
  
  Mar 1st 9.20am and 1.34pm - Customer emails asking for an update
  
  ME: No update provided.
  
  Mar 6th 9.20am - Customer asks for an update
  
  ME: No update provided.
  
  ME: **March 7th 4:58am Customer emails asking for an update. (This was omitted in their timeline provided on 4/24)
  
  ME: No update provided.
  
  ME: **March 22nd 10:09am Customer emails asking for an update. (This was omitted in their timeline provided on 4/24)
  
  ME: No update provided.
  
  Mar 25 4.43pm - Company resolves what the issue is and responds to ask her to use a card with a physical address.  It took a couple weeks for out IT team to resolve.
  
  ME: It took me reaching out to my enroller to get this "resolve" however, all my local customers including myself MUST use a ** Box in our community we have ZERO mail service, this was not at all a resolution.
    
  Mar 25th 6.36 - Customer responds that the solution is not acceptable
  
  Mar 27 - 29 - Customer sends multiple emails complaining about this issue as well as other issues she was bothered by.
  
  ME: This isn't merely "complaining" this is a legitimate concern for what I hoped to be a steady stream of income. Had I known of this issue prior to joining I wouldn't have paid the $299+$25+$100=$424 plus taxes and shipping totally $473! We have no choice but to use a ** Box as our billing address therefore I wouldn't have joined the company subjecting others to this frustration.
  The "other issues" were the facts that one of their "top earners" who claims to be copied on customer support emails is the one who advised me the billing address COULD be a ** Box but the shipping address could not. This person was believed to be the go to person for our "team" and she also ignored my attempts to resolve this matter and get answers for a resolution.
  
  CG: Mar 29 - We chose to live-call the Customer and try to resolve her frustration.  We also were letting her know that we had come to a resolution with our merchant and that now we can allow a ** Box and was asking her to try to place her order once again.  Then we learned some additional information.
  
  ME: They did NOT propose a resolution saying the merchant can now allow ** Boxes for billing address, this is a blatant lie, they provided a "workaround" and needed me to test it by investing more of my own money.
  
  CG: On this call the Customer revealed that she was purchasing additional products through other accounts that she had recruited.  She would have someone on her team order the product and she would pay them for the order and the order would come to her.  At first glance this would seem a quick fix for the problem of her not being able to charge her card.  We could have lived with that explanation.  But she made it clear that even if we resolved the card issue that she was going to continue to do this because she could earn commission on products she ordered for herself.  This behavior is prohibited by our clearly published Policies & Procedures.
  
  ME: This is not true. I actually placed an order for over $500 on my own personal account for local customers and got ZERO commission. I paid for my website fee AND the mandatory autoship item required to be a virtual dispensary owner (VDO). How is ordering products for others on my account or placing orders for others using their accounts against P&P? It wasn't against any policy I read but IF it is I'm still unable to find it. That said,  IF this is true then the company should terminate at least 8 people that I know who do this. 
  
  This is a problem as all local customers use ** Boxes as well, not to mention 2 are elderly people who don't like operating computers. Surely the company doesn't want to limit their clientele due to 2 elderly people being technically inept and making it against policy to order for others. 
  
  I created an account for my partner (********) whom I live with but do not share banking/credit cards/etc which is what the upline advised me to do instead of ordering from my own account and not getting a commission. My card at the time was the ONLY card that would process a payment even with a ** Box for the billing address which the company couldn't explain why it worked. Moreover, I wasn't getting any answers (this was 03/07) from the company even though I emailed asking for updates, which they omitted in their response. At this time I thought maybe the issue may have his account flagged and therefore unable to process an order. With the lack of communication along with customers who'd already paid me to place the order for them I created a new profile. Since my customer's one card was declined and my partner's TWO cards would not process and again no answers provided by the company I created another account for him and had to again use my card on his new account annoyedcustomer.
     
  CG: We asked her to test the fix we made to her address issue but she was not interested in the fix because it would take money out of her pocket.  When she made this statement we decided we were at an impasse and terminated her position in the Company.
  
  ME: Again, I was told of a "workaround" and I even asked them how this is ethical if they are in violation of their Terms & Conditions of their payment merchant processor. This is when ***** said "CannaGlobe is in compliance and it wouldnt be Cannaglobe doing the workaround it would be us as 1099 agents doing the workaround".
  
  CG: Clearly we had a frustrated customer and we went to great lengths to resolve their issue.  She had a fair experience with our Company when you look at what she received in her order, her subsequent orders and her earned commissions. She consumed or used over $500 of product and certainly does not deserve a refund.  We do offer a refund for unopened products but she never was interested in this offer.  
  
  ME: A refund for unopened products was not offered but the products had already gone to customers. I personally "consumed" $69.99 worth of products from two seperate orders in the order history. However, many items come without even being sealed, all the bottles of the Micro Dose capsules have ZERO sealing, only cotton inside the bottle to protect the caps. Had I returned them how could they be sure they were not contaminated or even replaced? This was something I overlooked as a VDO but it is a bit concerning. 
  
  CG: You can also see that we were reasonably responsive to her emails.  At the end of the day we presented her with a solution she wasnt interested in because she was intent on continuing to violate our Policies - which ultimately led to her termination from the Company.
  
  ME: Again, it took getting another involved person to get a response after 20 days, THAT is not "reasonably responsive" especially when you add in my update requests the company ignored AND omitted in their response timeline to the BBB but provided in their own exhibits. 
  Regards,
  
  *****************************

  Business response

  05/09/2024

  The customer purchased $477 worth of products and services - that is not disputed.  Those products were consumed and not returned.  The return policy is clearly articulated in the Policy & Procedures customer agreed to when they signed up.

  We resolved the address mismatch issue and asked her to try it out and make sure it was working for her.  There was no other hidden agenda.  

  Customer admitted to buying product for herself but through other members so that she could earn a commission off of her own purchases.  She would order products for herself and pay these people for ordering for her then collect the commission from those orders for herself instead of the members who should have earned it.  This is against our Policy & Procedures and the main reason customer was terminated from the program. 
  

  Customer response

  05/10/2024

  Complaint: 21501116
  
  I am rejecting this response because:
  

  This isnt accurate. I was buying products for local customers and my partner. I was not getting a commission by using my own account and the items werent for me (attached 2 orders done from my own account) so I made customer accounts for my partner (like others in my team do and advised me to do) and purchased for locals through his account. I suppose the best action would have been creating 5 accounts (all that Id have to manage) for each local and process individual orders. However, I was trying to save customers from terrible customer service on *********************** part, limit excessive shipping costs and help them avoid the frustrations of the billing address issues. However, I did place 2 orders (not one like I originally thought) from my own account and got no commission. I did order for my partner (I do all online transactions for him) on my account but without commissions it did no good for me so made him an account, thats when the problems came by attempting his card. I couldnt continue to do orders for others and receive cash in return as that would trigger the *** seeing all that activity in my bank account. By creating a customer account for him/them and using my partners cards was what Id wanted to do but for some reason my old cc was the only one able to process and theirs wouldnt and thats why I continued with my last order that way I did. 
  Regards,
  
  *****************************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made an order at CannaGlobe on April on April 30 and still have not received my order nor any tracking information. I have emailed the company on numerous occasions with no responses on where my order is and/or information for a refund. It was confirmed product would ship to ****** and it was non-cannabis product. They keep emailing their opportunity emails etc. but cant respond to their own emails.I have emailed to founder ******************* at ****************************** *********************************** ******************************* and ******************************** with no success

*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. ↩