Daily High Club Opiniões 

Resposta da Daily High Club

19/06/2023

We're sorry for the delay you experienced. Unfortunately we encountered fulfillment issues related to a warehouse error that caused us to push subscription boxes slightly.

I took a look at your order and I see that we have sent and delivered a replacement box. We're sorry we weren't able to deliver the box you ordered within the normal shipping estimates. We hope the replacement box makes a great be-lated birthday gift.

If there's anything else we can assist you with, please don't hesitate to reach out to our support team at any time.
Have a wonderful week ahead :)

Resposta da Daily High Club

9/06/2023

Hi Keona,

First off, thank you for taking the time to write such a detailed review. We highly appreciate feedback as it allows us to better serve our wonderful customers.

Before I response to your review, please reach out to our support team about your missing items so we can have a replacement package shipped out as soon as possible. We are extremely sorry to hear that such an issue occurred.

I'll try my best to address your concerns and give you our perspective on the issues you mentioned.

When reaching out to our support team, we do our best to get back to you within the hour, and our standard is within 24 hours. However, this does not include follow-ups, in situations such as yours that require inquiries with our fulfillment team it takes longer. That's why you received an immediate response regarding cancelling and refunding your order.

From our fulfillment teams side, here's a quick look at what happens. They have a limited amount of boxes a month, we wait for the suppliers to provide us each item then it's a race to fulfill all the boxes. Given that each box consists of multiple items from different suppliers, sometimes there are shipping issues that result in some boxes getting substitute items. For example we might receive an incorrect number of a certain product and though the supplier tries to deliver the missing items quickly we start sending out boxes so our customers would not have to wait extra long. Other issues include damaged products, and so on.

When customers place an order for a box, they automatically get placed in the shipping queue. When you subscribe, the orders are made through the system directly. Depending on the length of the queue and you order's placement, the wait time varies.

Handling a long shipping queue every month means our fulfillment team are constantly aiming to meet deadlines and offer a speedy processing time. Which makes it difficult to inquire about a single order, and though we ask about multiple orders a day, the response depends on the workload our team is facing at the time.

I understand your concerns regarding single order vs subscription orders. Here at Daily High Club we care about the community we build and that's the whole premise behind our subscription boxes, to have repeat customer who we consider as our DHC family. We're sad to hear that you do not feel satisfied with our service and that you cancelled your subscription, but we hope to see you again in the future.
We are a tight-knit team and we are constantly trying to learn and develop our operations to provide a seamless and speedy experience for our family, so please don't hesitate to reach out to our support team at any point with questions, concerns and feedback. We're always here to listen and help.

We hope your week only gets better from here.

Resposta da Daily High Club

28/05/2023

Hey there, we're sorry to hear that you experience shipping issues. We have a strict system in place to minimize transit complications. However shipping accidents do happen on occasion.

Unfortunately a side effect of the popularity of our boxes, they often sell out quickly resulting in us having to make new ones for situations like yours. Since that means we need to wait for the factory to produce the glass from scratch, it does tend to take a little bit of time.

We are constantly working on improving our service quality, so we take your feedback very seriously and we will investigate your orders to see if there's anything more we can do to prevent future shipping issues.
If there's anything we can assist you with, please don't hesitate to reach out to us at care@dailyhighclub.com

Have a wonderful weekend and enjoy your new DHC goodies ;)

Resposta da Daily High Club

28/05/2023

Hi Raven, I'm sorry to hear that you had issues receiving your subscription box. I requested more information from you in order to locate your order on our system and give a more specific response regarding the situation. But it seems you were unable to provide your info within the time limit imposed by TrustPilot.

Our support team are available via email, we do our best to get back to each and every question and concerns within 24 hours.

Our subscription boxes receive high demand, and we start shipping them in the middle of the month or when we are sold out of that month's boxes. We ship based on when you placed the order and many of our customers have an active subscription where an order is automatically placed right away. Your place in queue might have been the reason why you received your order later than expected.

Again, we apologize for your frustration, it was never our intention to mislead you. Please don't hesitate to reach out to us at any time.
We hope your weekend only gets better from here :)

Resposta da Daily High Club

10/04/2023

Thank you for taking the time to share your experience, William. We're happy to hear that we were able to provide you with a satisfactory experience.

We can't wait to service you again!
Have a wonderful 4/20 ;)

Resposta da Daily High Club

10/04/2023

Hi Charles,

We're sorry that you had to go through the BBB to get a resolution to your issue. It seems that with the backlog we experienced our support team were unable to get your emails in time, and there was a slight confusion from our end.

We're happy that you received a solution, we're sorry that it was in the form of a refund rather than receiving the items you ordered. We'd love to get another chance in servicing your smoking needs, you can take advantage of our upcoming 4/20 sale.

If you have any questions or concerns, please don't hesitate to reach out and our support team will get back to you as soon as possible. Our support team has cleared that backlog and are happy to provide the speedy customer service that we pride ourselves with.

Resposta da Daily High Club

10/04/2023

Hey Alex,

We're sorry for the delay in shipping that you experienced. I took a look at your orders and I see that both orders were shipped and delivered. It took us a little extra time cause we were facing a backlog due to a warehouse move we had earlier in the year.

We are fully caught up and are always happy to serve your smoking needs. We hope to see you in our upcoming 4/20 sale :)

Resposta da Daily High Club

10/04/2023

We appreciate your patience and understanding during our transitional period. We had been going through a warehouse move that resulted in a backlog that affected shipping and support speeds.

We are happy to let you know that we are back on top of things, and have returned to the high response and shipping speeds that our loyal customers have been used to.

We are prepping for our awesome 4/20 sale, mark you calendar and don't miss it ;)

Resposta da Daily High Club

10/04/2023

Hi Derek,

We're sorry that you had to go through such an experience with us. We had been going through a structural change after having a warehouse move that affected our shipping speed and resulted in a backlog that we were doing our best to get on top of it.

I took a look at your correspondence with us and saw that we shipped a replacement unit once the new batch was received. We hope you have been having a blast with your Shark pipe!

We highly appreciate your patience during our transitional period. We have fully caught up with the backlog and are excited to invite you to take advantage of our upcoming 4/20 sale.

If there's anything we can assist you with, our support team are back to the speedy response rate we pride ourselves with.
Have a wonderful day :)

Resposta da Daily High Club

10/04/2023

I am so terribly sorry about the delay of both your shipment and of our response to you. Earlier in the year, we had experienced a myriad of fulfillment, technical, and staffing issues all hitting us at the same time resulting in a breakdown of service to a completely unacceptable level.

We have gotten back on track since then. Our support team is back to providing a speedy response rate, and so has our fulfillment team!

Again, we apologize for the inconvenience you have experienced and we look forward to doing whatever we can to make things right. We hope to see you again, this year's 4/20 deals are going to be huge.

Thank you for your patience and understanding,