DankStopReviews of dankstop.com

Response from DankStopAug 3, 2023

Thank you for sharing your feedback and taking the time to update your review. We value your input, and I'm sorry to hear that your experience with us was less than satisfactory. I'd like to shed some light on the situation, even though it has been several months since your experience. We appreciate your understanding as we provide a more comprehensive explanation. When you initially reached out to us using your own email, the order had been placed under your husband's account. This caused some confusion on our end when you contacted us on August 19th, prompting us to request further information to address the issue you were facing. Our response was sent the same day. It seems you did not notice our response at the time, so I understand that it might have been frustrating for you, and I apologize if you felt your concern was overlooked. We genuinely strive to provide timely responses and assistance to all our customers. After reviewing the communication history, we see that you left this review about 10 days after our initial response, and the following day, you opened a new ticket. We promptly responded again, requesting the order number and doing our best to assist you. As per your request to return the order, we made an exception even though it had already been delivered for over 7 days, which exceeded our return policy at that time. We provided a pre-paid return label and processed your refund once the package was received and verified to be unused. Refunds take 3-10 business days to reflect on your account, therefore we could not provide further assistance beyond waiting after we issued the refund from our end. Regarding our phone support, I apologize for any inconvenience you experienced. We do receive a high volume of calls, including telemarketing and sales calls, which sometimes disrupts our ability to efficiently handle customer inquiries. We highly recommend reaching out to our inbox via email or using the contact form on our website for faster and more reliable assistance. Upon review, you opened a total of three support tickets, it took five emails to resolve your issue and two additional emails to follow up on the return and refund. While we appreciate your feedback, our team felt that your review might have been a little inaccurate given that you left it unaware that we had responded to your initial email 10 days prior. Additionally, when you reached out again, we still responded within a few hours and did our best to provide you with a resolution that fits your preferences. Please know that we do not intend to downplay or invalidate your feelings at the time, and we truly empathize with any frustration you experienced. Our aim is always to improve and provide the best possible service to all our valued customers. We genuinely appreciate your update to provide a more balanced perspective on your experience, and we hope you'll consider giving us another chance in the future. If you have any further questions or concerns, please feel free to reach out to us at any time.

Response from DankStopAug 3, 2023

Thank you so much for sharing your feedback with us, even though it's been quite some time since your order. We truly value your input, and we want to extend our apologies for any delay you experienced in fulfillment. Over the past year, we have been hard at work to improve our services and enhance the overall customer experience. One of the most significant improvements has been our expansion to multiple warehouses. This expansion has allowed us to better manage inventory and streamline our fulfillment process to ensure quicker and more reliable deliveries for all our valued customers. We genuinely appreciate your understanding and patience. Our goal is to continuously improve and learn from past experiences to offer the best possible service. If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to our friendly customer support team. We are here to help and ensure that your future experiences with us are nothing short of exceptional. Thank you for choosing us, and we hope you'll consider giving us another opportunity to serve you even better in the future.

Response from DankStopJul 26, 2023

Hi Mr. Daniel, We extend our heartfelt apologies for the unfortunate experience you had with your recent order. We deeply regret that your package got lost during transit, causing inconvenience and frustration. Our customers' satisfaction is our top priority, and we understand how crucial it is to receive your order in a timely manner. Losing your package was an unexpected and rare occurrence, and we take full responsibility for the inconvenience it caused you. To address the situation, we promptly offered you both a full refund and a replacement package. Our intention was to provide you with options that best suit your needs and ensure you received your desired items as soon as possible. We genuinely appreciate your understanding and patience throughout this process. We want to assure you that we are actively working with our shipping partners to prevent such incidents from happening in the future. If there is anything else we can assist you with or if you have any further concerns, please don't hesitate to reach out to our customer support team. We are here to help and ensure that you have a positive experience with us. Thank you for giving us the opportunity to serve you, and we hope to regain your trust in our products and services.