ComplaintsforSand Cloud

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased ****** bath towels, hand towels and washcloths online on June 27, 2024 for $100.31. The towels were defective as they shed dark blue lint everywhere even after repeatedly soaking and washing the towels per the companys instruction. **************** refused to honor their promise of 100% Happiness Guaranteed and offered me a store credit for less than half of what I paid for these ******* I would like a full refund to my credit card for the ****** ******* Its disappointing that I have to go through the BBB to address this, but Sand Clouds customer experience pushes back on customer issues and doesnt seem to care about customer satisfaction.

  

  Business response

  08/29/2024

  Hi Team,
  
  The customer contacted us regarding the above-mentioned damaged issue on 24 August 2024. In response to that, we requested the customer to help us with the picture of the products showing the damage (it was required for our documentation purposes). Customer responded on 26 August and provided us with the picture. As a remedy of the lint issue raised, we suggested certain washing techniques. Customer replied informing us that these washing instructions were properly followed, however the issue is still there. We apologize to the customer and request to confirm if all the products have this issue, also informed regarding the expiration of the return period for this product. The customer responded and helped us with the product's details.
  
  Since the return window had expired, as an alternative option to the refund back to the original payment method, we offered our gift card worth $46.87. The customer informed us that she doesn't prefer that. As a better option, we offered Gift card worth $93.75 or the refund for the same amount back to the original payment method as a onetime exception to our policy.
  The customer preferred a full refund of $100.31 to the credit card (this amount is the full amount including tax). We considered the customers preference and refunded the amount ($100.31) back to the original payment method. Considering the issue as resolved, we closed the ticket on 28 August 2024.
  
  
  Thank you.
  
  

  Customer response

  08/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4 towels for my family so they have a special towel for our upcoming Florida vacation. We are leaving for ******* on 7/19. I placed my order on 6/30. The expected delivery date was 7/11 and I have still not received my order. I have sent several emails with a generic response saying that my order is on the way! Meanwhile, the hello kitty towels came back into stock, and I was waiting to order one for my niece knowing full well that it may not make it in time for the trip as I just placed that order on 7/13. Since I place that order so late, I did upgrade the shipping, paying an extra $20. The hello kitty towel is saying that it will be delivered tomorrow 7/17 by **** and the tracking reflects that same info. But I still have not gotten any info on the $223.23 order that I placed 13 days prior to the order that is being delivered tomorrow. They are not using *** for that order. Its some no name sipping company that I have never heard of. I would like to have the order that I placed 18 days ago and paid $223.23 for, expecting it would not take more than a 1/2 month to arrive! If this doesn't show up before my vacation in 2 days....I don't even need/want them! I personally will never order from this business again, this was my first time and my last. For the high cost of these towels, they should be using a more reputable shipping company as their carriers! They only use *** if your willing to pay extra on top of the already high price of their products!

  

  Business response

  07/22/2024

  Hi Team,
  
  The customer placed an order with us on 30 June 2024. Order was handed over to the carrier on July 03, tracking was updated normally, however a delay occurred between July 9th and July 14th. Customer contacted us on July 15 and reported the delay. We responded immediately and requested the customer to wait for the tracking to get updated. Tracking again updated on Jul 16, 2024 and on the following dates updates were received. We were following up with this order and as we saw that the order was delivered on July 20, we emailed the customer to confirm the same, however no response was received yet.
  
  The second order that was placed on Jul 13, 2024 was delivered on July 17 without any delay.
  
  Since both orders have been delivered, we havent processed a refund. If the received orders have any sort of issues, we request the customer to contact us immediately on the same email thread we communicated with. 
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 18, I ordered six towels from this company for $164.73. That order was lost. A replacement was ordered on June 27, that order also lost. On July 11, they sent a second replacement order. Today I received that order but it is short four towels. *** contacted them repeatedly over the last month. Its the worst customer service Ive ever experienced. *** left them a voicemail and sent another email. I dont want to deal with them anymore. I just want the towels or I guess a full refund at this point.

  

  Business response

  07/22/2024

  
  Hi Team, 
  
  The customer placed an order with us on June 18, 2024, unfortunately this order tracking was not updated by the carrier, and we considered this order as lost. Customer reported this issue on June 27 and after verification of the tracking we declared the order as lost and as the customer preferred, we created a new replacement order at no additional charge on the next day (June 28).
  
  Again, this order was also considered lost as the carrier couldn't provide a status update. Customer contacted on July 02, we kept a follow up with the order status, and on July 10 we declared this order also as lost and provided options to customer (options included a replacement or refund). The customer chose a replacement again, on the following day we created a new order, and this order was in multiple shipments. Two of the items were delivered and two were on the processing stage. On July 17 the customer contacted us to report that few items were not delivered yet and insisted for a refund. After checking with the team concerned, we provided the customer with a full refund of the original order in the amount of $219.64.
  
  We havent asked the customer to return the items that were delivered, however issued a full refund for all the inconvenience caused to the customer. This kind of delay was not usual, and the issue was forwarded to the internal team to make sure shipping delays are addressed properly. On behalf of our entire company, we would like to once again apologize to the customer.
  
  Thank you
  
  

  Customer response

  07/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a $750 order with this company and have not received ANYTHING from them. No order number, no order confirmation and when you text or email them youre giver an AI response and no action is taken. *** emailed and texted numerous times no actual response. Im going to stop payment and warn others about ordering from them!

  

  Business response

  06/09/2024

  Hi Team,
  
  Regarding the order# ******* which got delayed, we contacted the customer on June 07 as the customer left a review stating the order was delayed and not received. We explained about the situation which caused the order to get delayed. It was a busy sale period and an unexpected delay occurred in fulfilling the items. We took responsibility for this delay and as a token of apology, we have issued an additional 10% discount refund ($70.57) to the customer. This order was delivered on Thursday, June 06. Later customer, in response to our email, informed us that two of the same items were missing from the package. We have created a replacement for these missing items. Also, refunded one of the orders the customer placed for these items before we created the replacement. On the same day itself we emailed the customer explaining the solution we have provided (replacement and refund for the second order placed by customer for the missing items). Ticket is not closed from our end since we are waiting for a response from the customer.
  
  Thank you.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sand Cloud order #******** Tracking Number: ***************** Carrier: Pandion I placed a large order, totaling nearly $195.16 with Sand Cloud. They used an unknown shipping company called Pandion to ship my order. The tracking for my order shows as delivered without any photo or proof of delivery! The delivery never occurred. I was home and awake and never heard or saw any delivery at the time indicated. I reached out to Pandion customer service as well as ****************** customer service, neither of which allowed me to reach a real person at any point. I tried using the Sandcloud chat to reach customer service with no luck. I reached out to Sand Cloud via email and voice mail. The only reply I got was to wait four days and reach back out. The package is marked as already delivered. My address is correct and I used PayPal where the address has been verified. They used a no name unavailable carrier who lies about delivering something that was clearly not delivered. This was my first time ordering from Sandcloud and I will never order from them again. It is not my problem that they used a cheap and disreputable shipper on a large and expensive order. I have requested a full refund and I'm being told to wait to see if it shows up instead. At this point I consider Sand Cloud to have scammed me and stolen money from from me. I want my money back immediately.

  

  Business response

  04/07/2024

  Hi Team, 
  
  Customer contacted us on 5 April 2024 regarding an order which was shown as delivered, but not received by customer. Our customer support team requested the customer to wait for a few business days as this might be a wrong tracking update from the carrier company. We provided assurance to the customer that if the tracking is not updated or the package is not received within this timeframe, we can move forward with a resolution. Later on, 6 April 2024, the customer reached us and informed us that the package was located and delivered to her doorstep. We have closed the ticket based on customer confirmation of the package delivery. 
  
  Thank you.
  Sand Cloud
  
  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/21/23 I placed order #******* which was a bath towel bundle and two beach towels totaling $111.87. After tracking being stuck on label created for several days on 12/1/23 I reached out to the company via their customer support channels and on 12/4/23 **** responded and said that my order had shipped and I should be getting it soon. After not receiving the items still yet I reached back out through the customer support channel on 12/11/23. This time I have not heard back from the company. At this point I would love to have the items as Ive heard the products are great. The shipping and delivery process has been a nightmare and I would love help resolving this issue. A refund would also be an acceptable resolution.

  

  Business response

  01/09/2024

  Hi Team,
  
  Customer contacted ******************** on December 12 to get the status update of her order# *******. We have responded to the email, requested for the shipping address confirmation to make sure that the order is on the right destination. Customer responded on December 16 with her shipping address, and we helped customer with the details of the order, including the tracking link on December 17 and the ticket was closed. She didn't contact us back. Meanwhile we checked the tracking and see that the order was marked as delivered on December 19. As a follow up we have now sent an email to know if she has received the package all good. 
  
  Thank you.
  Sand Cloud

  Customer response

  01/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I tried to return items on order number ******* but it is saying I cant. I sent an email to customer service and an AI responded saying that I should submit the request online again. The items were defective prior to receiving and some piled after the initial wash. I previously emailed customer service when similar results happened after washing an Amazon purchased sand cloud. The representatives stated that this was not normal, and if it ever happened in the future with any future purchases that I could return it. Please assist with this return. I dont want to get stuck with these products. Not all have been opened and used. I plan on placing the used products in a garage bag so you can still sell the other untouched products. Thank you, *********

  

  Business response

  01/09/2024

  Hi Team,
  
  Customer contacted about the return of her order# ******* on December 11. We responded on December 12 confirming that return was already created from her end for the order, and she has to send the item using the label that was created through our return portal.
  ******** replied and confirmed that the order was *******, since items were damaged, for documentation purposes, we have asked for pictures. Customer replied with the pictures. In the reply email, we have helped customer with the return portal link to return the items back to us so we can process a refund or replacement. Customer contacted us back to let us know that some of the items were showing as unavailable for return in our return portal. The reply was sent to customer from our AI support. But the error was not rectified. Later on, one of our agents manually corrected the error and advised customer to try again.  After this no response was received and on checking the order, we see that the return was completed, and refund was also processed.
  
  Thank you.
  Sand Cloud

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 xl towels from Sandcloud . This is my first experience ordering from Sandcloud a will definitely be my last a will be letting everyone I know about there terrible customer service a terrible orer fulfillment . I have tried to contact multiple times through email and phone can not get a response . I have never dealt with such an inconvenient company to order things from in my life a this will def be my last . The company needs to give a free towel or do something to make things right if they want customers to ever return after goin through this experience.

  

  Business response

  12/09/2023

  Hi There,

  A replacement order#******* was placed to fix this issue and it has already been shipped out of our warehouse and it is currently in transit to your destination. Package is expected to be delivered by Tuesday, December 12.

  Thanks,

  Sand Cloud

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have order with sand cloud order number ******* I tried to contact them so many times before it shipped by phone call by email none of them answered or replied. Until the package been delivered then i contact them for the return label to return the whole order Here is 2 return tracking ***** *********** ************ these 2 package has been delivered to them for a while but i still not receive the refund so i contact them again still no response or just like bot reply we are waiting for warehouse confirm So plz sandcloud follow up with your warehouse and check with my return I still have the drop off receipt

  

  Business response

  09/11/2023

  Hi There,

  Cx contacted us regarding an order#******* that was sent back to us using the prepaid return label we provided. Both the parcels were received at our storage facility(warehouse). According to the customer's request, the problem was fixed by issuing a full refund of $1,307.91 to the original mode of payment. 

  Sand Cloud.
  

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased one blanket and four towels from Sand Cloud on Saturday Aug 19th (ORDER #******-L). The towels are wrapped in Sand Cloud packaging. When we got home and opened them up, one of the towels was damaged. The towels are soft but the damaged towel has a donut sized hard crispy texture on part of the towel. I emailed Sand Cloud customer support. After a few emails back and forth I was told someone from the retail store would contact me. I advised them I dont live near the retail store as we took a day trip to that part of town. I again was told the retail store would contact me. It has now been 6 days and nobody has contacted me regarding this issue. These beach towels are $40-$50 each, not cheap. I expect the quality to be on point and if there is an issue Sand Cloud should be much more responsive to resolve issues. The lack of communication from Sand Cloud is unacceptable. So far Ive been emailed by three people, *****, ******, and *****. None of them have done anything to resolve my issue other than to tell me we apologize for the issue and someone will contact you. Im asking for a replacement shipment of the pattern I purchased (Mickey ******** along with a shipping label to ship back their damaged product. Im not sure why this is taking so long to resolve or to be contacted for a resolution. If they will not send a replacement I am asking for a refund of the damaged product. Sand Cloud offers a full money back satisfaction guarantee, however getting them to resolve a simple issue is proving to be difficult, I cant imagine if I was just simply dissatisfied with a non-damaged item and asking for my money back.

  

  Business response

  08/28/2023

  Hi There,

  Cx contacted us regarding an order-related defective towel. By placing a replacement order#******* in accordance with CX's request, the issue was resolved.
  

*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. ↩