ComplaintsforDrink Soma

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I put my deliveries on hold in the after my last 2023 shipment, but they just shipped again. Their "Manage Account" section no longer has an option for managing your subscription (it only shows your most recent delivery) and there has been no response to support message.

  Business response

  01/24/2024

  **************************** team responded on 1/17/2024 stating they have canceled the customer's subscription and they will no longer receive our product unless ordered again.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 14, 2022, I purchased a Soma BPA-Free 25 oz Glass Water Bottle from Soma on Amazon. Soma offers a lifetime guarantee to replace any products that are broken (see ***************************. On June 2, 2023, my Soma bottle broke and I reached out to Soma for a replacement via email to ********************************* I was told that although I qualified for a replacement, the 25 oz water bottles are out of stock and that I'd be added to the "list of customers to get a replacement as soon as we receive our new inventory."Since then, Soma has never shipped my bottle, refused to provide an estimate of when inventory will be available, and even ceased to respond to my many inquiries (I follow up nearly once a day). I have made very clear that I am open to a different color bottle if needed, or to order it from Amazon (where they are readily available, making me doubt the inventory claims) and have them reimburse me.For example, on June 25, **** responded that "Our new inventory should arrive at the beginning of July." When I didn't receive it at the beginning of July, so I followed up. On July 13, **** responded "Apologies for the delay! The team is now working on a transfer order of new inventory until next week." Soma then stopped responding to message. After 6 follow-**** **** responded on July 18 that "Unfortunately, our water bottles are still out of stock. You'll receive a confirmation once your replacement has been processed." This directly contradicts their prior message that inventory became available in early July.I believe this business is lying to customers about its inventory to avoid having to satisfy the breakage guarantee it makes with every purchase.

  Business response

  08/09/2023

  We operate two warehouses and inventory ships to our main warehouse and then we ship a portion of inventory to our secondary warehouse on a monthly cadence, this is where our orders placed on our website are shipped from. We experienced a few delays with shipping during the transfer of inventory but I did confirm we have this item and I have put in a replacement order.
  
  Also provided a 25% discount code on a future order for the trouble experienced.
  
  The reason you may be seeing inventory on Amazon is because it is their own inventory that they previously purchased from us and are keeping in stock in their warehouse. It is not inventory that we have been actively shipping to them.

  The replacement order has already shipped and expected to arrive today.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had a yearly membership with Soma water filters and cancelled in the Fall of 2021 (October or November) via online portal login. In April my checking account got a ***** charge for the yearly fee for filters. I tried contacting the Drink Soma company and have NEVER gotten a response. I also have no access to my online portal login to see my account but it is stating their is no account associated with my email provided. I know it is the correct email because I get SPAM emails from their company all the time pertaining if I want to order again and how my experience was.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In August 2020, I purchased a water filter and filter subscription service for a friend. In August 2021, that friend moved and so I contacted Soma via their online contact form AND via their email to explain that I would no longer need their filter subscription and if they could help me cancel the service. I contacted them about this because I was unable to cancel the service myself online because I was unable to access my own account. I NEVER got any response from the company. After great difficulty, I was able to cancel the subscription service online, for which I have a confirmation screenshot. Now it's April ************************************************* know that a new set of replacement water filters are being sent EVEN THOUGH I canceled the subscription last year. Not only that, but the replacement filters are being sent to people who probably have no idea why they are receiving filters since my friend no longer lives at that shipping address on file! I logged on to Soma to cancel the subscription AGAIN, but their user interface is horrible and will not let me do so. There is a banner on the top of their screen blocking the buttons that if clicked, would allow me to view my subscription status. This company seems to have nonexistent customer service, a horrible user interface that makes it impossible to navigate, and a serious issue with management of customer accounts. All I want is for them to permanently cancel my account with them, which seems impossible since they never respond to my emails and since their online website is extremely unhelpful.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bottle from drink soma and it was an effective option for my regimen until it shattered one cold morning in the Midwest. I reached out to customer service via e-mail, on instagram direct message, and even in the comment section to which I received no response. I purchased my bottle last year and it was an effective option for my regimen until it shattered one cold morning in the Midwest. I reached out to customer service via e-mail, on instagram direct message, and even in the comment section to which I received no response. The main factor in my decision to purchase this product was the lifetime warranty but due to the fact that you can not reach customer service by any means, the warranty seems wildly misleading. I received an automated response that did not include a time window of when you can expect a reply.

  Customer response

  04/19/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Drink Soma has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************************

*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. ↩