DankStop レビュー 

DankStop からの回答

2024年8月25日

Hi Aly,

Hope you're enjoying your new DankStop goodies!

It seems you did not get the shipping confirmation, since you weren't aware that your package shipped out within 2 business days and was delivered on the 20th (a day late, we're sorry about that)

Luckily you reached out to our support team right away and we communicated the shipping updates with you. But it seems the package was missing. Our support team promptly shipped out another package and upgraded the shipping to 2-day delivery.

Your replacement package was marked as delivered on the 22nd.

If there's anything else we can help you with, please don't hesitate to let us know.
We're always happy to help :)

DankStop からの回答

2024年8月19日

Hi David,

We are terribly sorry for the delay in processing you experienced. We have received a high volume of orders which increased the processing time of our warehouse team.

Your order took 7 business days to get shipped which is above our average of 1-3 business days. As such, we upgraded your shipping method at no extra charge to speed up the delivery process for you.

I see that your package was delivered on the 12th of August. We're sorry for this delay and inconvenience.

Please don't hesitate to us know if there is anything we can assist you with.
Have a wonderful day :)

DankStop からの回答

2024年8月19日

Hi Cory,

I'm sorry to hear that your experience with our support was unhelpful.

You placed your order on the 31st of July and it was shipped out on the 2nd of August (our average processing time is 1-3 business days) - your order was then delivered on the 9th of August due to a delay from USPS to sort your package accordingly which took them an extra 4 days.

I took a look at the interactions you had with our support team. The order number 587302 is not the same as the one you received in your order confirmation email. Therefor our support agents asked for the email used to place the order. When you reached out via email they responded immediately with the tracking number.

Given the complaints, I have a feeling you aren't receiving our emails.
When the order was placed you get a confirmation email from us and another from Route. When the order gets shipped out, we send out a shipping confirmation email with the tracking number. When the order is marked as delivered we send another email letting you know that it was marked as delivered in case you would like to report any problems.

It is possible that these emails got lost in your junk or promotions tabs. The tracking number was uploaded on the system on the 2nd of August, so we are unsure why it did not show up on Route.

We recommend you go into your emails settings and whitelist our support email (support@dankstop.com) to ensure you receive all our emails.

If there's anything else we can assist you with, please don't hesitate to let us know.
Have a wonderful day and enjoy your new DankStop goodies!

DankStop からの回答

2024年8月19日

Hi John,

We're terribly sorry for the delay in processing you have experienced. You placed your order Friday evening, so our warehouse team were unable to work on your order before Monday.

Our average processing time is 1-3 business days, but it took us a little more than the average to ship your order due to the high volume of orders we had received. Your order got shipped out on the 6th of August (7th business day) and due to that delay we upgraded your shipping at no extra cost so you would get it within 2 days and it was delivered on the 8th of August.

We hope you are enjoying your new DankStop goodies!
Have an amazing day :)

DankStop からの回答

2024年6月2日

Hi Jessica,

We're sorry to hear that you are unable to locate your package. According to the tracking number your package was delivered on May 8th. It seems it was misdelivered or stolen.

Not to worry, your package is insured and we will send out a replacement. Our team reached out to you with the steps needed to file a claim. Once you respond to their email with the necessary documents we'll be able to get the replacement sent out right away.

Please don't hesitate to reach out to our support team directly if you need any further help.
Have a great weekend :)

DankStop からの回答

2024年5月26日

Hi Kevin,

We're sorry that you encountered shipping issues. We're happy to see that you received the package successfully and we hope you're enjoying your new DankStop goodies.

Unfortunately we were limited in assisting you while the package was with USPS. We did our best to contact them and follow-up daily. Since they did not mark the package as lost, it's in our policy to wait, if it had been lost or the tracking hadn't updated for a week, then we would have sent out a replacement.

We remain here as the one stop dank shop for all your smoking needs.
If there's anything at all, please don't hesitate to contact us.

DankStop からの回答

2024年5月12日

Oh no, we're sorry to hear that you had such a shipping experience. Our fulfillment team takes extra measures to ensure products and packaged safely, but unfortunately accidents still occur on occasion.

I see that a replacement is already making its way to you.

We've recently encountered a high volume of orders in our warehouse which has affected the processing time. We have an average processing window of 1-3 business days, but cases such as this, that period may extend depending on the shipping queue.

We do our best to constantly improve our shipping process to have order sent out as quickly and as safely as possible.
We appreciate your patience and understanding.

Have a great weekend and keep coming back to DankStop, you one stop shop for everything dank ;)

DankStop からの回答

2024年5月5日

Thank you for taking the time to share your feedback and updating it according to your experience. We're happy to hear that you received your order in a satisfactory manner.

Unfortunately we're going through a bit of a transition period with our support as we have moved to a new system. The move has not been as smooth as we had planned, but once we are back on top of things we'll deliver a higher quality of support to our lovely customer than before.

We encourage customers now to reach out via the live chat option during business hours to be connected to an agent right away. Some issues require time, but a large portion of issues can be resolved through our live chat support.

If there's anything else we can assist you with, please don't hesitate to let us know.
Have a wonderful day :)

DankStop からの回答

2024年5月12日

Hi there,

We're terribly sorry for the delay in getting back to you. It seems that part of your order was out of stock and our system automatically refunded that portion of the order before we reached out to inform you of the situation.

We take order accuracy very seriously and we're sorry to hear that one of your items was incorrect. I see that our support team got right on it and have a replacement on its way to you.

We really appreciate your patience and understanding during this frustrating fulfillment hiccup.
Have a wonderful weekend and please don't hesitate to reach out to us if there's anything else we can assist you with.

DankStop からの回答

2024年4月28日

Hi Melinda,

Thank you for taking the time to share your feedback.

We're sorry for the delay in processing you experienced. We had a bit o a backlog that resulted in shipping to exceed our average window. Your package has been sent out earlier this week and is expected to be delivered after the weekend. You can monitor the progress of the delivery through the tracking number we sent you.

If there's anything else we can assist you with, please don't hesitate to let us know!
Have a wonderful weekend 😊

DankStop からの回答

2024年4月23日

Hi Aidan,

We apologize for the delay in support you have experienced. We have a high volume of messages coming in at the moment resulting in slower response times. We do recommend using the live chat option as you would get immediate replies during business hours.

Let us know if there's anything else we can assist you with.
Have a wonderful week ahead with your new DankStop goodies!

DankStop からの回答

2024年4月20日

Hey Paul, seems USPS have been trying to deliver your package a for a while now. We've reached out to you to try and get this resolved.

We're unsure if you've been getting our emails, including the shipping confirmation with tracking numbers.

Our support team is always here to help. Please don't hesitate to reach out at any time!

DankStop からの回答

2024年4月14日

Hi there,

We're terribly sorry for the less than satisfactory experience you have had with your recent order.

Checking the tracking number we see that your package is being delivered by FedEx and is expected to be delivered tomorrow (Monday).

Unfortunately, our support team via live chat have a limited ability to answer specific questions. When you followed up on your order it had been packaged and sent out, yet was not at the sorting facility of FedEx which is where most packages get routed and a delivery estimate is posted. We are working on improving the communication system during the processing period so customer would be able to look up which stage of fulfillment the package is going through. However, with the volume of package we handle on a daily basis, the solutions for that would impact the processing speed negatively.

We hope you have a wonderful weekend and enjoy your new Dankstop goodies! If there's anything else we can assist you with, you can reach out to us through any of the support channels here:
https://dankstop.com/pages/contact-us/

DankStop からの回答

2024年4月11日

Hi Hex,

Terribly sorry for the delay in shipping that you experienced. We've recently switched over to a new support and warehouse system. Unfortunately that came with a bit of a transitional lag due to technical difficulties.

We're all up and running now, and I'm happy to see that your package got delivered.

We appreciate your continued patience and understanding, and we assure you that we're back on top of things. We've always got your back as your one stop shop for everything dank 😉

DankStop からの回答

2024年4月3日

We sincerely apologize for the delay in processing and shipping your order. Our recent transition to a new system has resulted in unforeseen challenges, leading to longer processing times and communication issues. We understand the importance of timely communication and are actively working to improve our processes to prevent such delays in the future.

In light of the situation, we have canceled your order and issued a full refund. We truly regret any inconvenience this may have caused you.

If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly. Your satisfaction is our top priority, and we are committed to resolving any issues promptly.

Thank you for your understanding and patience.

DankStop からの回答

2024年3月28日

Hi there,

We're extremely sorry for the delay you have experienced. This is far from acceptable and we will be investigating the support experience you have had with us.

We have reached out to you via email to get this promptly resolved for you.

We've also provided you with an explanation as to why the experience was not as seamless as it usually is, but we know that does not excuse the frustrating experience. We are going to work double to ensure you get a satisfactory experience and regain your trust in our service.

If you have any other questions, concerns or feedback, please don't hesitate to reach out to us directly.
We hope your week only gets better from here :)

DankStop からの回答

2024年4月3日

Thank you for bringing this to our attention. We're sorry to hear about your experience. However, without specific order details, we're unable to investigate this matter further. We reached out to you via the Trustpilot platform for more information, but unfortunately, we didn't receive a response within the given timeframe.

We strive to provide prompt and attentive customer service, and we apologize if we've fallen short in your case. If you could kindly provide us with your order information, we'll look into this matter right away and ensure that your concerns are addressed promptly.

Thank you for your understanding, and we hope to have the opportunity to resolve this issue for you.

DankStop からの回答

2024年3月23日

We're genuinely sorry to hear about the delay you experienced with your atomizer order. We understand how frustrating it can be to eagerly anticipate a delivery, only to encounter unexpected delays.

Unfortunately, we couldn't locate your order in our system with the information provided. We reached out on TrustPilot to gather more details, but it seems you weren't able to respond in time.

Your feedback means a lot to us, and we're committed to improving our communication and service standards. We aim to ensure every customer has a smooth and enjoyable shopping experience with us, and we apologize if we fell short of meeting that goal in your case.

If you could kindly reach out to us directly with more information about your order, we'd greatly appreciate the opportunity to make things right. Your satisfaction is our utmost priority, and we're here to assist you in any way we can.

Once again, we apologize for any inconvenience this may have caused, and we're grateful for your understanding and patience. We look forward to the opportunity to serve you better in the future.

DankStop からの回答

2024年3月23日

We apologize sincerely for the disappointment and inconvenience caused by the delay in shipping your order. We understand the importance of timely delivery, especially for special occasions like your wife's birthday, and we regret falling short of your expectations.

Although we were unable to locate your order based on the information provided, we're committed to investigating this matter further to identify any issues and prevent recurrence in the future. We've reached out to you on TrustPilot requesting additional details to assist with our investigation, but unfortunately, we haven't received a response.

Your feedback is invaluable to us, and we're continuously working to improve our support and shipping processes. We genuinely appreciate your patience and understanding during this time.

If you could kindly reach out to us directly with more information about your order, we would greatly appreciate the opportunity to address your concerns and make things right. Your satisfaction is our top priority, and we're dedicated to ensuring that you have a positive experience with us.

Once again, we apologize for any inconvenience this may have caused, and we thank you for your feedback. We look forward to hearing from you and resolving this matter to your satisfaction.

DankStop からの回答

2024年3月18日

Hi Matthew,

We're sorry for the lack in communication that you have experienced. Unfortunately we are experiencing some technical issues due to a transition into a new support system. We believe we've fixed all these bugs now so you shouldn't have an issue getting a hold of us at any time :)

I took a look at your order and it shows to have been shipped last week and is out for delivered now. It took a bit of time on the way, but we're looking forward to hearing how much you love your new DankStop goodies! Your one stop shop for everything smoke related.

Have an amazing week!