Mandy B.
Be careful and don't fall for it
Be careful and don't fall for what i did. I had originally ordered the 420 edition on black Friday when they were running specials. The growers special included the starter set and the humidifier. I had not received a confirmation email so I contacted support. This is where they told me the 420 edition was on backorder, however I could upgrade to the 420 PRO edition for an additional $75 if I wanted it to ship right away and not wait until somewhere between February and April 2025. I chose to do this and paid the extra $75. What they failed to tell me was that by doing this I would not be receiving the starter kit or the humidifier. This was suppose to be a "special offer for upgrade" in order to not wait for the box. When it arrived and did not have either of these 2 accessories. When I reached out to customer service again I was told that these were not included. Through multiple emails I have been going back and forth, explaining to them I probably would have decided to wait if I would have known it would not only cost me and extra $75 but also about $50 more with those accessories. They tried telling me there was no special that included the 420 PRO with these accessories. When I sent them a screenshot of the "growers special" for the 420 PRO edition they also came back with how that wasn't correct. It seems even when it is in black and white they were able to basically tell me i was lying. If i could upload a photo on her i would include the picture of the screenshot that i had sent to them. I read a number of reviews prior to purchase to be confident in my decision....well I was wrong! I hope no one else was duped like I was! UPDATE: As you can see in their response they just like calling their customers liars. At no time did I say the accessories were "included with the box". In fact what I said is that you can do the "growers special" on their page and that includes the grow box, starter kit, and humidifier. Anyone that would like to verify that can go to hey abby and see for themselves. You do have to scroll down on the page past the descriptions and such. Then it had growers special and a green bar to hit that says "grab this deal". This is exactly what i did which then put all these in my cart. I also did not recieve the initial email with verification and had to message them to get it. I guess i should have taken a screenshot of my cart but they looked to be a reputable company. We live and learn and i will definitely never buy anything from them again and also would not recommend anyone else to purchase from them. Again I would love to include a picture with this review,however it does not let me upload a picture. Funny thing is when i sent them a screenshot of the "growers special" from their own page i did not recieve a response. If I could now give them a 0 I would. Horrible customer service! Shop around and find a better company to order from!
Response from heyabby.comDec 15, 2024
Thanks for your review. After thoroughly reviewing your case, we’d like to clarify a few points regarding your order and the upgrade process. The starter set and humidifier were not included in your original order or in the upgraded 420 Pro order. While we do have holiday specials on smart accessories, including a 30% discount, these items still need to be purchased separately and are not provided for free. Our customer support team shared a screenshot directly from our website with you, clearly showing that these accessories need to be added to your cart and paid for if desired. We understand how this situation may have been frustrating, and we apologize if there was any misunderstanding. However, we hope this clarification provides a better understanding of the process. Please feel free to reach out if you have additional questions or need further assistance. Update: We’re sorry to hear about your frustration and confusion, and we’d like to clarify the situation further based on our follow-up with you after receiving your review. Upon reviewing your order, we confirmed that it did not include the starter kit or humidifier, and the payment amount was actually lower than what you mentioned. To ensure there was no misunderstanding, we provided supporting details, including the order receipt, payment confirmation, and screenshots from our website showing orders that do include the starter kit and humidifier for comparison purposes. Additionally, we shared that you received an extra $76.34 in savings on top of the holiday deal due to the exclusive upgrade offer, along with a detailed calculation. As we mentioned, during the holiday season, we have new releases and high-demand products. Pre-order and shipping ETA information are always listed on the product detail pages for transparency. For reference, we attached a screenshot showing that the SE version and GrowMate are currently on pre-order, while accessories like the BudCam and Grow Light are on pre-sale. These updates are based on demand, supply, and stock availability. We completely understand your feelings. However, we hope you can understand that it wouldn’t be fair to expect our support team to send a starter kit or humidifier that was not part of your order or payment. Our goal has always been to provide clarity and transparency to ensure you have a positive experience with Hey abby. That’s why we’ve shared all the facts and supporting evidence to address your concerns thoroughly. If you ever have further questions or need assistance, we’re always here to help and support you. Thank you for your understanding, and we truly hope you enjoy using your Hey abby grow box.