IHCReviews of thehempcollect.com

Response from IHCOct 2, 2026

🚨 UPDATE AFTER CUSTOMER RESPONSE: This is not Ai this is a human 😊 If you have Savedby insurance it is self serve to file a claim and through them we offer 100% money back guarentee on all orders: https://savedby.io/file-a-claim Again, on replacement: we may not have had this in stock to send the exact same thing, or we may have been ensuring this wasn't a batch issue, and we wouldn't want to send the same issue twice. A credit is the fastest and allows you to buy whatever you'd like, so I'm not sure why this wasn't a desired solution. In some cases we will do a refund as well. There's a reason why shops and people love us, but we may not be for you, and that's ok. We appreciate you giving us a try and for the feedback, and ultimately, we regret you didn't have a 5-star experience with us. With our new CCELL hardware that's custom-made for our oil, we will have fewer issues with our vapes. No vapes from any company are 100%, but we are constantly working to take customer feedback and improve, as we have done by moving to custom hardware for our premium oil. 🚨 ORIGINAL RESPONSE: John, we hear you and want to clarify a few things. We do offer replacements, but if we have an issue with a product and are looking into it to ensure it's an isolated issue, we will offer a credit instead to ensure you don't have the same problem twice. When a credit isn't desired, we can give you a refund though we do try to find a replacement first because you came with a need and we want you to get what you were looking for. Our shipping insurance Savedby allows you to file a claim and get a replacement automatically without speaking to customer service in case you ever want to give us another shot and have a faster solution available. We use AI in addition to our human support team to get responses out faster, as it expedites time-sensitive tickets getting resolved...things like an address change or tracking update requests. Where it is genuinely frustrating is when you have an issue and want to talk to a human to know we will make it right— and then get a vague AI response. We totally feel you on that. Our human support team reviews the AI-handled tickets and is constantly working to improve responses and ensure they are useful, with clear and accurate next steps. We aren't against Ai. We are against deceptive products and cutting corners where it impacts safety and quality. We have an expansive and talented team, employing many wonderful customer support agents, designers, content creators, and more. In marketing, AI helps us with smaller assets like web banners, where throwing together a photoshoot for a smaller launch isn't always feasible with bandwidth. It allows our creative team to focus more time on our educational podcasts and the things bringing the most value to our community. We know AI in marketing has mixed feelings, and we respect and value your opinion.

Response from IHCOct 2, 2026

Our shipping times steadily average 2 business days. We do not currently ship on Saturdays, so worth noting Friday orders made after 1pm EST which is when USPS picks up for the day, will ship by Tues at 1pm. The national average for order delivery is 15 days, and ours is 5 days. We ship from NC, so East Coast addresses will get orders a little faster than West Coast orders, especially during holidays. On occasion, we fall outside of that— but it's not the standard. At the end of the day, you didn't have a great experience, and that's what matters. We want to acknowledge that, apologize, and say thank you for giving us a shot and for this feedback. To ensure faster shipping, it may be helpful to consider the following: Our big sales sometimes surpass what we prepared for in shipping and inventory. We work longer hours during sales and holidays, but sometimes demand exceeds our estimates, which can cause a popular product to go OOS or shipping to take a little longer while we catch up. Typical sales-related shipping or OOS delays are 5-7 days. Avoiding our sales events will ensure faster ship times. Another thing, especially in the winter, is bad weather and USPS getting wonky. USPS will scan a package but it can get lost in their systems and delay it landing by several days. It's not something we can control, but we know it's frustrating when you're excited to get something. We have unparalleled quality and safety, but we understand if consistently fast shipping is a bigger priority. Most customers concerned about occasional shipping delays find that subscribing to their favorite products helps ensure they never run out or get down to the wire if it takes a few days longer to get it.

Response from IHCOct 4, 2026

There's nothing worse than waiting on an order you're excited about, opening it up, and not being able to enjoy it. Four in a row is rough, and we're sorry that was your experience. Here's what happened. Our vapes are filled with real live resin and rosin, which are richer in terpenes and runnier than the distillate most brands use. There were several days throughout the summer when the heat was brutal, and heat is a vape's worst enemy. We were using standard industry hardware from iSpire, which isn't made for premium oils like ours. Heat builds pressure inside the device and can push oil where it shouldn't go, which can clog the airflow and stop a vape from firing. We pack and ship carefully to limit this, including often holding vape orders that would otherwise sit in a hot truck over the weekend, but some still got through. So we made a change. We've moved to custom hardware from CCELL, a leader in premium cannabis vape hardware. It has a ceramic core for more even heating and is designed to hold runnier oil in place, even in hot weather. Our carts and many of our Liquid Diamonds are already in it, and Uncut and Rosin are moving over in the coming weeks. A tip for future orders: adding shipping insurance at checkout lets you easily file a claim and get your order replaced quickly if something goes wrong in transit. On especially hot days, upgrading to faster shipping also helps by cutting down the time your order spends in a hot truck. We will always make this right. If it hasn't been resolved for you yet, call us at 254-280-4341 and we'll get you a full refund or replacement, plus something extra on us for the trouble. We may ask to have the devices sent back, postage on us, so our team can check them and make sure there isn't anything else we need to catch.

Response from IHCOct 4, 2026

We hate that your order didn't go out the way you needed it to. Your message came in right after our 4/20 sale, our busiest week of the year, and replies run longer during sales, but we still wish we had been able to win this moment for you! We do baby our shipments when we can for our customers. If you ever need something specific on a future order, our standard process is to add it to the order notes at checkout. This ensures the shipping team sees it when they pack your order. Thank you for taking time to give feedback so we can be aware of ways we can improve our service.

Response from IHCOct 4, 2026

Two weeks with no tracking would make anyone uneasy. Your order came in during our 4/20 sale, the biggest of our year, and the volume put both shipping and our support team well behind. Tracking only goes out once an order ships, so on your end it looked like nothing was happening, and we should have told you that up front. Your order did ship, and we hope it was worth the wait. Waiting on something you're excited about with no updates is no fun, and we're making sure our next big sale keeps you in the loop from checkout to your doorstep. We'd love the chance to show you what we're really about next time.