ComplaintsforHemper

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order on June 15th for $190.29. I've sent multiple emails asking about the status of my order. They kept saying a shipping email would be sent within 12 days. It's been well over that time and they have since stopped responding to my emails. I asked for a refund and they said it was coming from their Vegas store Bd the order was already sent so they could not issue a refund, I'd need to wait for the package and then return it, if I wanted a refund. But I still don't even have my package. I don't know what else to do. I've been emailing them every few days, but no response since before July 1st. Please report them.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a purchase from this business that was never fulfilled

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order through this companies website on 1/11/24, upon completion, I never received an order confirmation or receipt regarding my order. I noticed that the order status was reflecting through their website as "error" so I contacted support through their website support chat function on 1/12/24, followed up with an email to their support and have not received a response to either inquiry. Today, 1/16/24, I have tried to contact their chat support through their website again to no avail, I have sent another follow up email and in addition, I have called their phone support number twice and have been hung up on. The charge for this order has cleared my bank account but I have been unable, not for lack of trying, to contact this company in order to resolve the issue.

  Customer response

  01/16/2024

  Received a response directly from the business:

  "Hey ****,
  
  
  We're out of stock of Glass Flower Bowl with Long Handle | 14mm Male Joint
  
  
  You've been credited a refund to your Hemper.co account.
  
  
  To access your store credit, please login to your HEMPER account.
  
  
  Once you are on the main page of your account that says WELCOME BACK there will be a tab at the top labeled PROFILE/MY ACCOUNT.
  
  
  When you are in the profile tab, please scroll all the way down until you see the STORE CREDIT section.
  
  
  You will then click on VIEW CREDIT and click the green button that says GENERATE.
  
  
  This will provide you with a code to apply at checkout.
  
  
  Thank you for choosing Hemper.co
  
  
  Thank you.
  Hemper.co
  
  
  ******
  Hemper Customer Support"

  -------------------------------------------------------------------------------------------------

  I responded directly to the business:

  "Hello ******,
  
  
  I appreciate your response however, this outcome is less than desirable. Unfortunately seeing as the item I ordered is no longer in stock, I do not have a need for a store credit at this time. Am I able to have this charge refunded directly to the card that I paid from instead? Sadly, as this particular item is out of stock I would like to take my business elsewhere as I am in current need of a replacement and a store credit does not allow for this flexibility.
  
  
  I appreciate your understanding of this matter and hope that this issue can be resolved accordingly.
  
  
  I look forward to your response.
  
  
  Thank you,
  
  
  *****************"

  Customer response

  01/17/2024

  Response received from business today:

  "Hey ****,
  
  
  Thank you for getting back to us, and we appreciate your continued engagement with this matter. We understand that the store credit *** not have been the preferred resolution, and we want to address your concerns.
  
  
  In response to your feedback, we have adjusted the resolution by removing the $25 store credit. Additionally, as an alternative solution, we have processed an order for a replacement bowl in accordance with our policy. This alternative item has been shipped and should be on its way to you shortly.
  
  
  We apologize for any inconvenience caused and appreciate your understanding as we work to resolve this situation to your satisfaction. 
  
  
  Thank you for your understanding.
  Hemper.co
  
  
  ******
  Hemper Customer Support"

  ------------------------------------------------------------------------------

  I have not responded to this email as I was busy today, unfortunately they went ahead and sent a different item from the one I had originally ordered without giving me any other choice and no option to be refunded.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  made a online purchase back on 12-7-23. never received tried calling email with no response. I requested cancellation. then on 12-21-23 they sent email that items were being shipped. I tried calling over 20 times and emailed with only response that I have to pay to return items that I cancelled. This is a ridiculous company. You cannot get a hold of anyone. I sent emailing to cancel order then a week later they mail out. I just received today and I shouldn't have to pay to return something I cancelled.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on December 10, 2023 for $72.64. Order number *******. They sent out a tracking number and what I received was their free gift box that supposedly comes with every order over a certain amount. The item I actually paid for, the Kandypens session enail, was never shipped and on December 16, 2023 I sent an email to the company saying so. I received no response. I then waited until Monday December 18, 2023 to call the business and attempted to use the live chat feature on their website. Neither worked. I then emailed again with no response.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed my order on November 7th everything was confirmed on the *********'ve received everything but one product and I've been emailing them but they keep ignoring me please help me get this resolved it's already going to be a month all the information is in the picture

• Initial Complaint

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I paid 181 for the PS1 Bubbler and two cartridge, each for 80 and a 20 dollar deluvery fee. I received the PS1 bubbler, but the carts have not arrived for 3 weeks now. I had a correspondence with customer service, but they suddenly stopped responding

  Customer response

  12/04/2023

  I did receive one of the items, still one missing.  I did receive an email, from them, telling me to use the warranty for the missing item

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered some merchandise from a company called Indacloud through a third party store called Hemper. The total was $78.28. I got the protect plus coverage that protects the merchandise during shipment. Its called Protect+. It took over 10 days to get my merchandise, I filed a complaint about a refund and Hemper and Protect+ sent a email on 10-31-23 stating the refund was an accepted. I sent a email on 11-9-23 to their claims address: ********************* asking how long it would take to get a refund as it had been 7 business days. I still havent heard anything from them in 6 business days about how long the refund will take. Id like the refund of $69.98 on another card as the card I used was a credit card (card ending in ****) as I have already payed that statement since it was due on 11-7-23 and I didnt want any late fees.

  Customer response

  12/05/2023

  I have not heard from them since 11-21-23 when they sent a email letting me know theyre working on the refund. 

  Customer response

  12/05/2023

  I contacted my credit card company and they stated there is no refund processing on their end from the company. They think at this point it would be wise to submit a claim since this has been going on since 10-31-23. My credit card company is *********** (card ending is ****).  

  Customer response

  12/05/2023

  This is proof of the dispute from my credit card company. 

  Customer response

  12/05/2023

  I got an update that I am getting the email, but that is the exact email I got on 10-31-23 about getting a refund. Im not very optimistic that Ill get the refund since I been waiting since 10-31-23 for this refund. 

  Customer response

  12/22/2023

  I still have not gotten my refund from the company, I created a dispute through my credit card company. They have since tried to contact the company and have not heard anything back. They sent me a email letting me know the company has not responded to them. 

  Customer response

  12/22/2023

  Is there a way we can get a refund from this company? Its really not fair for my credit card company to be out the money because this company is refusing to refund me. Ive been patiently and politely waiting since 10-31-23 for this refund thats supposed to take 10 business days. Its going to be almost 2 months. Im sure if the company does not respond to my credit card company by 1-30-24 my credit card company is going to close the case and Im still going to be out the $79.28. This really isnt fair that I may end up without a refund because the company is refusing to communicate with the BBB and my credit card company. I was promised a refund and Id like the company to keep their word. I have all the receipts of being promised a refund and nothing is getting done. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought a box from them that was over a month late. When I arrived the product did not work as advertised and wrong items were also in the box.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased two of the campout subscription boxes from Hemper on August 31, 2023. Following this online purchase I received multiple emails confirming my purchase of the campout boxes from Hemper. I also received an email stating that my hamper box for the campout edition would be on its way. When the delivery came in it was not what I had ordered. I contacted Hemper immediately to let them know and they have refused to correct their error. I initially placed this order because of ads that they had on their social media on Instagram beginning August 27, ****************************************** capital letters to secure their September subscription campout box . There were multiple ads from August 27 through August 31. When I let them know that I hadnt received my order, they told me that since I placed my order on August 31 it was for the August month and not the September month even though theyre advertising directly contradicted that. They also have an online policy that explicitly states that all orders placed after the 30th or 31st of every month will be for the following month subscription theme. This means that me placing my order on the 31st shouldve resulted in the September box not the August box so it is a Hempers responsibility to fix this, and they will not. ever since I pointed out the misleading and false advertising on their Instagram and the policy online they have ceased communication with me. I have attached photos, verifying the claims above

*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. ↩