Daily High Club レビュー 

Daily High Club からの回答

2024年6月19日 に更新

Hi Lauren,

Thank you for your continued patience and understanding during this transitional period.

Our support team have been trying to reach you regarding your issue via the email address used to place the order. We explained the situation and how we can rectify it for you. We are awaiting a response with the option most suitable for you.

Unfortunately, due to some technical issues that we have been experiencing, our support team did not have access to all the tickets sent in. Therefore, we were only aware of the issue recently after we have identified the technical error and resolved it.

Our social media accounts are run by our marketing team. Due to the longer than normal response time our customers experienced during the technical difficulties, there has been a high volume of messages coming in various communication channels. Our marketing team did their best to try and forward all the complaints to our support team. Due to the sheer amount of messages, it was difficult for them to respond to every message, but I assure you that we did not intend to make you feel unheard or ignored. We're working diligently to get back to each and every one of our lovely customers.

Awaiting your response via email.
Have a wonderful weekend :)

Update: To address the update posted by this reviewer. The order was not made by her, therefore we reached out and resolved this case with her partner who had placed the order. We also CC-ed her in the initial communication.

This issue had been promptly resolved as per the customer's request and they reported being satisfied with the experience despite of the delayed resolution caused by our move to a new support ticketing system.

Daily High Club からの回答

2024年4月7日

Hi Evan,

We're terribly sorry for the less than satisfactory experience you've had with us. Unfortunately we had recently transitioned to a new support system and there was a small period where our email support was down and only our live chat support was up. We fixed the issue once we were made aware of it but it has affected multiple customers who tried to reach out to us via email.

Our support team doesn't handle social media accounts, but our marketing team does their best to relay any customer issues to get them resolved.

Our team have sent you an email asking for more info regarding the issue you're facing in order to get it all sorted out for you right away.

We greatly appreciate your continued patience and understanding.

Daily High Club からの回答

2024年4月3日

We appreciate your feedback, although we're disappointed to hear about your experience. We take customer satisfaction seriously and strive to address any concerns promptly.

We were having troubles locating you in our system as you have not provided sufficient information regarding. But after a deep dive we found you in our system and I see that our support team has already reached out to you with instructions to have your lost package replaced.

Please check your email as we're awaiting your response.

We're committed to resolving any issues and ensuring our customers have a positive experience with us. Thank you for your understanding.

Daily High Club からの回答

2024年3月28日

We sincerely apologize for the inconvenience caused by the delay in our response. We recently underwent a system change which resulted in some emails not reaching us. We are truly sorry to hear about the issue with your order, and we want to make things right for you as soon as possible.

However, we were unable to locate your order in our system based on the information provided. To assist you further, could you please reach out to us with your order number and pictures of the damaged item? This will help us expedite the resolution process and ensure you receive the assistance you deserve.

Your satisfaction is our top priority, and we greatly appreciate your loyalty as a customer over the years. Please accept our sincerest apologies once again, and we look forward to resolving this matter promptly. Thank you for bringing this to our attention.

Daily High Club からの回答

2024年3月28日

We are truly sorry to hear about your experience, and we completely understand your frustration. It's absolutely not the level of service we strive to provide. We recently transitioned to a new system, and unfortunately, there were some technical hiccups that caused us to miss your email. We reached out to you as soon as we realized the issue, but we understand that it was too late, and we're sorry for any inconvenience this has caused you. We take incidents like this very seriously, and we're committed to making things right for you. We did not contest your chargeback so a refund would be issued to you. We hope to have the opportunity to regain your trust in the future. If there's anything else we can do to assist you, please don't hesitate to reach out.

Daily High Club からの回答

2024年3月16日

Hi Bob,

Thank you for taking the time to leave a review. Unfortunately it seems you are reviewing the incorrect profile. This is DailyHighClub.com a US-based company.

There is a new company in The Netherlands with a name close to ours, which has been causing some mix up with customers.

We hope you are able to get your order and your issues resolved. All the best!

Daily High Club からの回答

2024年2月11日

Hi there,

Thank you for leaving a review. It seems you have published this review on the wrong profile.

This is the profile belonging to DailyHighClub.com - a US based company. We have reached out to you directly to clear this up. Please reach out to the company you purchased from for further support.

All the best.

Daily High Club からの回答

2024年2月7日

We're happy to hear that our amazing support team were able to get this taken care of for you!

I am unable to look up your order myself since you haven't provided enough information to this review. Please feel free to do so at any time if you would like us to investigate this further for you.

We're always here to help and are looking forward to seeing you again at the Daily High Club!

Daily High Club からの回答

2023年12月12日

Hi Jeffrey,

Thank you for taking the time to leave such a thorough review, the feedback we receive is used to improve our operation to better serve our lovely customers.

We have been trying to resolve this for you but we are unable to receive a response from you.

In regards to the free gifts, we released that promotion for a limited time, and it seems your selection of gifts was not added to your order. We manually created the order and are having it sent out ASAP.

In regards to the subscription box, you had 3 subscriptions with us. You requested to cancel the El Primo box, and our support team assisted you in doing so. We are unable to find our system that a box was sent out from that subscription.

We're sorry to hear that there were items missing in your boxes. We urge our customers to reach out directly if they believe there's anything wrong with their order. We've always got your back and will send a new package.

Please don't hesitate to reach out if there's anything else we can assist you with.
Have a wonderful week :)

Daily High Club からの回答

2023年11月24日

Wow, what a milestone – a year of unboxings together! 🌈 Thank you so much for your continued support and for being part of the Daily High Club family.

It warms our hearts to hear that the glass quality and accessories have been brightening up your months. Your enthusiasm is the fuel that keeps us going, and we're thrilled to have you on this unboxing journey.

We appreciate your understanding about the shipping timelines earlier this year. Rest assured, we've been working hard behind the scenes, and it's fantastic to hear that everything is back on track and arriving on time now.

If there's anything specific you've loved in the past or if you have any preferences for future boxes, we'd love to hear your thoughts. Here's to many more months of joyous unboxings ahead!

Daily High Club からの回答

2023年11月4日

Our product team spend their time planning the next box with just that in mind! We want to make sure that every box is perfect on its own, but also perfect as part of the monthly subscription boxes. We're thrilled to hear that we've achieved that successfully. Our product team will be over the moon with your review, thank you for taking the time to share it :)

Daily High Club からの回答

2023年11月1日

Thank you for the awesome 5-star review! 🌟 We're thrilled you love our monthly boxes with fresh supplies and cool illustrations. Your diverse bong collection sounds amazing! If you ever have suggestions, we're all ears. Enjoy your smokes, and thanks for being part of our daily club!

Daily High Club からの回答

2023年10月28日

That's fantastic to hear! 🎉

We're thrilled that you're enjoying our products and your experience with us. Customer satisfaction is our top priority, and we're delighted to have been able to assist you quickly.

We're constantly working to make your shopping experience better and more efficient, and it's great to know that you're receiving your boxes even faster.

Thanks for your support, and we can't wait to continue serving you with more fantastic products in the future! 😊📦🚀

Daily High Club からの回答

2023年9月20日

We're deeply sorry for the challenges you've faced with late and damaged packages. Your feedback is incredibly valuable to us, and we want you to know how much we appreciate and value your input.

We understand your concerns, and please be assured that we're continuously working to improve our shipping process. Our aim is to ensure timely deliveries and the safe arrival of your packages, so you can enjoy our service without any hitches.

Your ongoing support means a lot to us, and we look forward to working closely with you to enhance your experience. Please don't hesitate to reach out to our support team at any time for assistance. Your satisfaction is our priority, and we're here to help.

Thank you once again for sharing your feedback. We're committed to continuously providing you with the best service possible.

Daily High Club からの回答

2023年9月5日

We appreciate your feedback and want to address your concerns regarding our subscription box service and social media interactions.

We understand your frustration with the delay in receiving your subscription box. Please note that we have a shipping queue in place, and boxes are dispatched based on their position in the queue. Typically, we begin shipping boxes around the middle of the month, and depending on order volume, it may take until the middle of the following month to complete all deliveries. We apologize if this wasn't clear when you subscribed, and we're actively working to improve our communication regarding delivery times.

Regarding comments on social media, we aim to create a focused and product-related environment in our comment sections. To provide efficient and timely support, we direct support-related comments to our dedicated support team, who respond within 24 hours during business days. We apologize if this process caused any inconvenience or confusion for you.

You can reach out to us directly via email at care@dailyhighclub.com

Your feedback is valuable to us, and we're using it to enhance our services and communication. If you have any further concerns or suggestions, please don't hesitate to reach out directly. We're committed to making your experience better in the future.

Thank you for your understanding.

Daily High Club からの回答

2023年9月5日

Thank you for the positive feedback and the 5 star rating, Bianca! We're delighted to hear that you found our product to your satisfaction. If you ever have any questions or need assistance, please feel free to reach out. We're here to help!

Daily High Club からの回答

2023年7月11日

Hi Allison,

Thank you for providing us with your contact information. Are you sure you left the review for the right company?

As stated in our email, we were unable to find any orders or previous correspondence with you.

If you are experiencing any issues with our service, please don't hesitate to let us know and we'll do our best to get it resolved for you.

We hope your day only gets better from here. We hope to fulfill your smoking needs :)

Daily High Club からの回答

2023年6月19日

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 :)

Daily High Club からの回答

2023年6月9日

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.