Platform Resolution Team レビュー 102

Platform Resolution Team からの回答

2026年3月5日 に更新

Update 3/5/26:
Trustpilot has confirmed that the reviewer did not respond to the verification request for additional information about this experience. As no order number, product details, or follow-up information were provided to either Trustpilot or our support team, we currently have no way to locate or validate the transaction referenced in this review. Our team remains available to investigate immediately if the reviewer chooses to provide the necessary order details.

Original:
Jeremy, we have officially requested more information from you through Trustpilot’s verification system so we can identify your order and investigate your claims.

At HighPeak, we maintain strict quality controls: if any product on our platform falls below a 3-star rating, it is immediately removed from our catalog. HighPeak serves over 150,000 customers, and we take product performance very seriously.

Because no product or order number was specified in your review, we cannot verify this experience in our system. We invite you to provide your order details through the Trustpilot request or email us directly at support@highpeakco.com so we can resolve this for you immediately.

Platform Resolution Team からの回答

2026年3月3日 に更新

We’d like to clarify the documented timeline of your order for transparency.

The Timeline: Your order was shipped on Dec 7 and delivered on Dec 17 to the UK. That is a quick international delivery window to the UK during the busiest month of the year (December). This documented delivery timeframe does not align with the “month and a half” delay referenced in your review.

The Communication: You emailed us on Dec 11 at 4:23 AM, and our team member, Savannah, replied the same day at 10:28 PM with your tracking and a helpful update.

The Tone: Our response (shown below) was polite, same-day, and focused on providing delivery updates. We take professionalism seriously across all support interactions. Our support response below reflects the tone and content of our communication.

Here's the exact email conversation our support team had with you:
"HighPeak Support (support@highpeakco.com)
Dec 11, 2025, 10:28 PM
to val****@btinternet.com

Hi Val! 😊

Thanks so much for reaching out — I’m happy to share an update on your order!

📦 Order #XXXXXX – Tracking Info:
Your tracking number is: XXXXXX (Adding XXXX for privacy reasons)
You can follow it here: Track My Order

💡 Right now, your package is en route to the UK and will be handed over to Yodel for final delivery. From there, you’ll start seeing more specific tracking updates — and it really shouldn’t be much longer at all!

Thanks so much for your patience, and feel free to reach out if you have any other questions along the way 💙

Warmly,
Savannah ✨"
----

We take professionalism seriously within our support team and do not tolerate inappropriate communication. Our December 11 response was polite, informational, and focused on tracking updates.

We also want to address the specific language used in this review. Statements describing our communication as “aggression and the complete lack of common sense” and suggesting this is “run by a bunch of children with behavioral issues” do not reflect the documented correspondence or the professionalism of our support team.

If there is specific language in our correspondence that you believe was inappropriate, we welcome you to forward it so it can be reviewed internally. We are committed to maintaining clear and professional communication standards at all times.

Platform Resolution Team からの回答

2026年3月2日

We would like to clarify the full timeline for transparency.

This order involved a shipment that was not successfully delivered due to a carrier issue. When the issue was reported, we immediately opened a carrier investigation to find out why the item was stuck in transit, which is the standard procedure for lost-in-transit claims.

Throughout this process, we remained in continuous communication — over 20 documented email exchanges — working toward resolution.

We will attach some emails here for transparency:
---- Wendy Kemmerer wendy@pnfertilizers.com
Tue, Dec 2, 2025, 11:56 AM
to me

What is the actual status of this order? The order was place 11/12 and it’s still saying another 23 days? Ridiculous since this was supposed to be a Xmas present.

--- HighPeak Support support@highpeakco.com
Wed, Dec 3, 2025, 4:27 AM
to Wendy

Hi there! 😊

Thank you so much for reaching out—and I completely understand your concern, especially with this being a gift. I want to clear up a quick tracking detail and make sure you feel confident in where things stand.

📦 Order Tracking: XXXXX
💡 Just to clarify: the number you're seeing (23 days) is how long the order has been in transit, not how many more days it will take to arrive. I know that can be a little confusing on the tracking page—thank you for pointing it out!

Your order is for the full-size body massager, which is considered an oversized/bulky item due to its size and internal components. Because of that, it ships via a specialty bulk carrier, which does take a bit longer than smaller parcels. This is also noted at checkout for this product category.

That said, I agree—it looks like it’s been a bit longer than usual since the last tracking update. I’ve already reached out to the carrier directly for a status update and will follow up as soon as I hear back.

📍In the meantime, could you kindly confirm your full delivery address, just so I can make sure everything is 100% correct on our end?

Thank you again for your patience—we’re keeping a close eye on this and I’ll make sure you’re updated every step of the way 💙"

----
Customers are always fully protected under HighPeak Refunds+ if items arrive damaged or not at all. Once the carrier confirmed the shipment was lost, we approved a full refund. However, chargebacks had already been filed on the transaction while we were in mid resolution and active communication. Under card-network rules, merchants are legally unable to issue refunds while a dispute remains open (the option literally disappears). This restriction is enforced by the payment processor and card issuer — not by the merchant.

We clearly communicated that the chargeback needed to be formally closed through the issuing bank before a refund could be processed. Instead of allowing the standard process to complete, our support team had to go back and forth explaining the situation.

For context, a separate order for the same item was placed by your husband. Despite facing the same carrier delay, his case was resolved with a full refund as soon as carrier confirmed because the standard process was followed. This confirms that our systems work as intended when disputes do not block the refund path.

Regarding collections: this action was not taken immediately or without notice. Multiple written notices were sent after the bank-assessed chargeback fees were incurred. Escalation occurred only after deadlines passed without payment or resolution and after we did our best to advice against the chargeback closing as it incurred fees that could've easily been avoided for everyone involved.

The balance referenced reflects documented card-network chargeback fees imposed on our platform and distributor due to the dispute process. These fees are not arbitrary and are fully recorded.

We maintain complete written records of all communications and remain confident that this matter could have been resolved quickly had the standard refund process been followed as we advised.

Platform Resolution Team からの回答

2026年3月6日 に更新

Update 3/6/26:
Trustpilot confirmed the reviewer did not respond to the request for additional information. Without order or product details, we are unable to locate or validate the transaction referenced in this review. Our team remains available to investigate if the reviewer chooses to provide those details.

Original:
Hi Wade,
We’d like to look into this, but there aren’t enough details here for us to identify your order.

We’ve requested additional information so we can review the situation properly. If you’re able to share your order number or contact support@highpeakco.com directly, we’ll be happy to investigate and help out!

Platform Resolution Team からの回答

2026年3月5日 に更新

Update 3/5/26 - The email associated with the purchase appears to be barbchapman04@gmail.com. We will send you an email there now. Please check both your inbox and spam folder. If a different email is needed, please let us know and we will gladly resend everything to the correct address.

Original:
Hi Barb,
We’re sorry to see this feedback and would like to clarify the timeline.

You emailed us on December 29th at 4:16 PM requesting a return and mentioning the gift card. We responded the same day at 11:26 PM with return instructions, clarification regarding the product, and confirmation that the $20 gift card had been automatically sent to b*****04@gmail.com (using *** for privacy) shortly after purchase.

We did not receive a follow-up response after that email, but we remain ready to assist. If the gloves you received differ from what is shown on the product page (including the demonstration video second on the media carousel), please let us know and we will review it immediately.

You can review the product again here: https://highpeakco.com/products/pet-hair-remover-glove

Please respond to our email from December 2025 (support@highpeakco.com) and we can help.

Update 3/5/26: Your update states that no email was received regarding return instructions or the $20 gift card. We have confirmed that our response was sent on December 29, 2025 at 11:26 PM to barb****4@gmail.com, and that the $20 gift card was automatically issued to the same address at the time of purchase (sent within 5 minutes of your order date/time).

These actions are timestamped and documented in our system. We are able to provide screenshot verification of both emails -- the response to your email and the gift card. Let us know if you'd like us to share those here or via email. Our support responses and promotional credits are system-tracked and automatically triggered. There is no operational scenario in which withholding either would benefit our platform.

This concludes our clarification of the documented timeline for this order. If you'd like further assistance or clarification please email us at support@highpeakco.com our team works 24/7 to assist every customer.

Platform Resolution Team からの回答

2026年3月3日

Jonathan,
We’d like to clarify the timeline and delivery status for this order and your review.

You contacted us on December 23rd regarding tracking. We replied as soon as we could during the Christmas rush with updated carrier information and confirmation of delivery.

USPS records show the package was delivered on December 29, 2025 at 1:14 PM to the address provided at checkout. We did not receive any follow-up communication after delivery indicating the package was missing, but we remain available to assist directly at support@highpeakco.com

Regarding inventory, HighPeak operates as a global marketplace platform similar to Amazon or Walmart. We are new so we work with distributors, brands, and warehouse partners worldwide. Some products ship from our U.S. facilities (adding more every quarter), others from our U.S. based brands like BUILT and Ember, while others ship directly from international partner warehouses depending on inventory availability.

We remain available to assist directly if you need further help.

Platform Resolution Team からの回答

2026年3月5日

Hi Brett,

We’d like to clarify the documented timeline for this order.

You contacted us on December 22–23 regarding tracking updates. Our team was out for the Christmas holiday between December 20–27. We responded immediately upon returning with confirmation that the package had been delivered on December 26 at 1:37 PM to the front door in Greenwood Village, CO.

Carrier records reflect successful delivery.

We did not receive any further communication from you after providing the confirmed delivery details.

We understand how important timely delivery is, especially during the holidays, and we make every effort to provide accurate updates as soon as verified tracking information is available.

We remain available to assist directly if you need further help.

Platform Resolution Team からの回答

2026年3月5日 に更新

Thank you for sharing your perspective.

HighPeak’s goal when responding to reviews is transparency. When a concern is raised, our team reviews the order history, shipping records, and communication associated with that case and provides a factual explanation of what occurred. When we make a mistake, we acknowledge it and work to resolve it. That often includes offering replacements, HighPeak credits, refunds, or other accommodations depending on the situation. When claims are inconsistent with the documented order history or shipping records, we believe it is equally important to clarify the situation so customers and readers have an accurate understanding of what happened.

It’s also important to keep scale in mind. HighPeak has served more than 150,000 customers, while there are currently around 100 reviews on this platform. As with most third party review sites, the feedback here represents a small subset of overall customer experiences.

We continue to focus on improving the platform, expanding our catalog of global brands, and supporting customers whenever questions or issues arise.

Transparency and clear communication remain central to how we operate. If anyone would like our team to review a specific order or concern, they are always welcome to contact us directly.

Contact us at support@highpeakco.com
Support Portal: https://highpeakco.com/pages/contact-highpeak

Platform Resolution Team からの回答

2026年3月5日 に更新

Hi Louis,

Thank you for sharing additional details regarding your order.

We understand how frustrating it can be to return from travel and discover a delivery issue, especially in an apartment setting.

Carrier records and delivery photo confirmation reflected successful delivery to the address provided. While we are not the delivery carrier and cannot control placement once a package is handed off, we did review the situation and offered a heavily discounted replacement as a goodwill gesture.

We genuinely aim to handle situations like this fairly while balancing confirmed delivery records and policy standards. If you would like us to revisit the matter again, our team remains available to review it directly and extend the discounted replacement option.

Contact us at support@highpeakco.com
Support Portal: https://highpeakco.com/pages/contact-highpeak

Platform Resolution Team からの回答

2026年3月5日 に更新

Hi Mason,

We’re sorry this experience felt frustrating and appreciate the opportunity to provide some additional context for everyone.

HighPeak is a U.S.-based marketplace that works with a mix of U.S. warehouse inventory, U.S. brand partners, and select international logistics partners depending on product type and stock levels at the time of order. Many items ship directly from U.S. facilities, while certain specialty, new or temporarily out-of-stock products may ship through global partners (depending on stock) — a model commonly used by modern online marketplaces to maintain inventory and competitive pricing.

Regarding your return, we issued a prepaid return label for both items and applied a single flat $10 processing fee when they were returned together. As a growing platform, we’re continuously expanding our fulfillment infrastructure, and the processing fee helps offset the operational costs involved in processing returns during this growth phase. As of late 2025, we transitioned to refunding the return processing fee back to customers as HighPeak credit, so that value remains in their account and supports future purchases as we continue expanding our platform. During the shipping delay, we also added a $10 HighPeak store credit to your account as a courtesy while the carrier issue was being resolved.

Throughout the process, our team responded via email, provided tracking updates, issued return instructions, and processed the refund once the items were received.

We understand that delivery delays — especially during high-volume periods — can be disappointing. As a growing platform, we continuously expand our U.S. inventory and improve logistics timelines each month to make the experience faster and smoother for customers.

We remain available to assist directly if you need further help. We are always happy to help at support@highpeakco.com

Platform Resolution Team からの回答

2026年3月8日 に更新

Update 3/8/26:
Trustpilot confirmed the reviewer did not respond to the request for additional information. Without order or product details, we are unable to locate or verify the experience referenced in this review. Our team remains available to investigate if the reviewer chooses to provide those details.

Original:
Hi there,

We're sorry to hear this, we’d like to clarify how tracking your order works for transparency.

All HighPeak orders are shipped with tracking. Once an item leaves the warehouse, tracking information is automatically sent to the customer via email. Customers can also access our dedicated tracking portal at any time through the main navigation menu or footer of our website:

https://highpeakco.com/pages/track

If tracking is not yet visible, it typically means the order has not reached the shipped stage. As soon as it does, tracking updates are generated automatically. If you don't see or know your tracking number you can always contact us and we'll be happy to provide it.

Our support team responds to all inquiries in the order received, and we’re always available at support@highpeakco.com if any order-specific assistance is needed.

We’re committed to fully tracked shipments and transparent communication for every order placed on our platform.

Platform Resolution Team からの回答

2026年3月5日 に更新

Thank you for sharing your feedback.

HighPeak operates as a marketplace platform where orders move into fulfillment quickly after they are placed. Because of this, cancellation requests must be received before an order enters the fulfillment process.

In this case, the cancellation request was submitted the following morning after the order had already entered processing. Our team responded and immediately attempted to intercept the shipment with the carrier. The shipment was successfully stopped at your request, meaning the order was effectively canceled.

Once the shipment was returned to us, the order became eligible for a full refund.

However, a chargeback was opened with the payment provider during the process. When a chargeback is filed, payment processors (Stripe) temporarily freeze the refund on the merchant’s side until the dispute is closed.

We always encourage customers to contact our support team directly before opening a dispute so issues can be resolved quickly and without unnecessary delays.

For additional transparency on how chargebacks affect refund processing and how we handle them, readers can learn more here:
https://highpeakco.com/blogs/discover/understanding-chargebacks-account-recovery

HighPeak continues to improve its platform and support systems as we serve a growing number of customers and partner brands.

If anyone would like our team to review a specific order or concern, they are always welcome to contact us directly.

Contact us at support@highpeakco.com
Support Portal: https://highpeakco.com/pages/contact-highpeak

Platform Resolution Team からの回答

2026年3月5日 に更新

Hi,

We’re sorry the device did not meet your expectations and would like to clarify for readers how this product is described.

The FlixStick is a streaming media device designed to organize and access apps such as Netflix, Prime Video, YouTube, Pluto, and other streaming platforms in one interface — similar to other mainstream streaming hubs on the market. Paid services still require an active subscription and personal login.

At no point do we advertise or imply that paid streaming services are provided free of charge. It cannot bypass paywalls or DRM protections as that would be illegal.

Regarding returns, this item fell under our non-returnable category due to digital licensing, security, and account data protection considerations once activated. This policy is outlined in our returns section and is standard for connected media devices across the industry. This policy exists to protect customer privacy and digital security, ensuring that once a device has been activated and may contain cached login data, it cannot be resold or redistributed.

We responded to your inquiries and provided clarification regarding both functionality and policy.

We understand that not every product will be the right fit for every customer, but we will always do our best to follow policy and provide great service.

Update 3/5/26: After reviewing your updated review and the order session details associated with this purchase, we can confirm that this order was placed after visiting our website through an organic search result on Yahoo and landing directly on the FlixStick product page. HighPeak does not run Facebook advertisements claiming that streaming services are free or that devices can bypass paid streaming platforms. Our advertising and product pages clearly explain that the FlixStick is a streaming hub used to access legitimate apps such as Netflix, Prime Video, YouTube, and similar services.

Some third-party advertisements circulating online for unrelated streaming devices make misleading claims about “free streaming.” Those advertisements are not affiliated with HighPeak or the product distributed through our platform. If you have any evidence of the Facebook ad please forward it to support@highpeakco.com so our team can investigate further and, if applicable, open a report with Facebook regarding the ad.

We would also like to clarify that devices claiming to “bypass standard streaming apps” or provide paid streaming services without a subscription would violate the terms of service of major streaming platforms and applicable copyright protections.

Platform Resolution Team からの回答

2026年3月5日

Hi,

When this review was first posted, no order information was provided, so we requested additional details in order to properly investigate.

Once the order number was added, we identified the product as the INFINITY Mini Projector, which is part of our compact entry-level lineup. This model is intentionally designed to be an affordable, lightweight projector for casual use and portability.

HighPeak also offers multiple projector tiers — including mid-range and advanced 8K-resolution home cinema models priced significantly higher — for customers seeking premium materials, higher brightness, and enhanced performance.

Comparing an entry-level compact projector to high-performance home theater systems would not be an apples-to-apples comparison. Each model is clearly positioned by specification and price point so customers can choose based on their needs and budget.

Our full projector collection can be viewed here: https://highpeakco.com/collections/highpeakprojectors

That said, upon checking we did not receive any prior support inquiries associated with this order before the review was left, which is why we initially stated we had no record connected to it. If there were connection issues, our team would have been happy to assist with troubleshooting or provide return guidance within the applicable policy window.

We encourage customers to contact us directly regarding product concerns so we can review and resolve matters appropriately. Our support team remains available should you wish to do so.

Our support team remains available should you wish to contact us directly so we can review your concerns properly.

Platform Resolution Team からの回答

2026年3月5日

Hi Joe,

Thank you for taking the time to update your review and for the 4-star rating after we resent the July 10 email and confirmed the replacement process. We appreciate you acknowledging the clarification.

For transparency to readers, you originally contacted us on June 30 regarding the console not charging after your son’s birthday. Our team responded the next day, reviewed the video you sent, and approved a replacement unit once the issue was confirmed. There was a brief delay over the July 4 holiday weekend while our support team was offline, but your case remained active and the replacement was prepared shortly afterward.

After we resent the July 10 email showing the original timestamp, you confirmed receiving it and provided your delivery address so the replacement could proceed. We’re glad we were able to move forward and get a new unit on the way for your son.

Thank you again for updating your review to reflect the outcome. If you need anything further once the replacement arrives, our support team is always happy to help!

Contact Us: support@highpeakco.com
Support Portal: https://highpeakco.com/pages/contact-highpeak

Platform Resolution Team からの回答

2026年3月8日

Update 3/8/26:
Trustpilot confirmed the reviewer did not respond to the request for additional information. Without order or product details, we are unable to locate or verify the experience referenced in this review. Our team remains available to investigate if the reviewer chooses to provide those details.

Original:
Hi Trevor,

We’d like to investigate the concerns described in this review, but we have not been able to identify an order associated with the information provided. We requested additional details through Trustpilot so we could locate the transaction and review the situation, but have not received a response.

If you are able to provide an order number or the email used for the purchase, our team will gladly investigate and assist further. You can also contact us directly at support@highpeakco.com

Platform Resolution Team からの回答

2026年3月8日

Hi Shona,

Thank you for taking the time to share your perspective.

As noted in your review, it appears this feedback is based on reading other reviews rather than on a direct purchase or experience with our platform. Our responses are intended to clarify timelines, policies, and documented communication related to specific orders so that readers can see the full context of each situation.

For any questions about our platform or policies, you are welcome to contact us at support@highpeakco.com

Platform Resolution Team からの回答

2026年3月8日

Update 3/8/26:
Trustpilot confirmed the reviewer did not respond to the request for additional information. Without order or product details, we are unable to locate or verify the transaction referenced in this review. Our team remains available to investigate if the reviewer chooses to provide those details.

Original:
Hi Elliott,

We would like to investigate the concerns described in this review, however no order number, product details, or identifying information were included that would allow us to locate the transaction in our system.

To properly review the situation, we requested additional information through Trustpilot so we could identify the order and examine the return or shipping circumstances referenced. Unfortunately, we did not receive a response.

If you are able to provide an order number or the email used for the purchase, our team will gladly review the case and assist further. You may also contact us directly at support@highpeakco.com so we can investigate and resolve any order concerns.

Platform Resolution Team からの回答

2026年3月8日

Update 3/8/26:
Trustpilot confirmed the reviewer did not respond to the request for additional information needed to locate the order referenced in these claims. Without order details, we are unable to verify or investigate the situation described. Our team remains available to review the case if the reviewer chooses to provide the necessary information.