venci K.
This company is horrible
This company is horrible. They send out subscriptions over a month late and when you ask them for status and why it's taking so long they are very rude about it. They used to have a working chat on the site to connect to customer service, but apparently they got rid of that too, probably because they don't want to help and they want to collect your money. My most recent subscription box was ordered on November 1st and didn't arrive until December 7th, the contents were tampered with and broken inside. The box before that (ordered in September) didn't arrive until October. I dont appreciate that there is no one to call nor do they offer to call. For a company that is trying to survive in the modern age that act like they are in the 1980's with their email - only customer service. If you're the kind of person who enjoys rude customer service who do not provide any sort of solution for you then this is the company to go with. If you're the kind of person who likes to wait over a month to receive something they ordered, Then this is definitely the company for you. It was a pleasure doing business, to learn about how trash Hemper really is. Now I know to never do business with them again. Go elsewhere for your quality glass. Bunch of Clowns!!!!! Very very very upset about the way they handle things and actually in disbelief that I had to make a Trustpilot account in order to do this.
Response from HemperFeb 3, 2021
Hey Venci, I am terribly sorry that you have had a less than enjoyable experience with Hemper. If anyone here was rude to you I personally would like to apologize on their behalf. With that being said, the reason why our chat down was because we had thousands of customer tickets on a daily basis. We have very recently relaunched our chat on our website. I see that you received a couple of boxes a month later than expected. It states on our website that subscription boxes may arrive up to 30 days after the order date. This is because we have around 33,000 plus subscribers and the postal service is moving slower than usual as of late due to the COVID 19 pandemic. I am sorry to hear that you received broken items. If you receive something damaged please remember that if you reach out with photos of the damages we will replace any damaged items free of charge. If you would like to speak to someone on the phone you can reach out by email and request a phone call and one of our agents will reach out to you. Unfortunately, our customer service team is too small right now to accept incoming phone calls but we are always happy to reach out over the phone at request. Please keep in mind that we are still a small and growing business and we are always trying to learn from our mistakes. Have a great day and stay lifted!