ThekeggyReviews of thekeggy.com

Response from ThekeggySep 10, 2026

Hi Kelley, We’re really sorry to hear how disappointed you’ve been with your experience, and we completely understand how frustrating it is when a product doesn’t perform as you expected. We did want to clarify a few points, as we were actively working with you to investigate the issue when this review was posted. You contacted us because you felt your Keggy was not maintaining carbonation correctly. Because the unit had already been used, we explained that we needed to understand whether the issue was related to the individual unit, the setup, pressure, temperature of the drink, or something else before approving it as a faulty-product return. This was never intended as a refusal to refund you. The video you sent showed the drink dispensing with visible carbonation, but the carbonation then reducing quickly in the glass. We therefore wanted to speak with our factory and technical team before giving you a definitive answer rather than simply guessing at the cause. We have now heard back from them and are summarising their feedback for you so we can continue working towards a resolution. We’d also like to clarify the delivery timeframe. The Sage Mist Keggy ordered in July was sold as a pre-order, with shipping stated for August. Your order was dispatched on 19 August and delivered on 28 August, so while we appreciate the total wait from order date felt long, the product was dispatched within the advertised pre-order window. We completely understand that you wanted the issue resolved quickly, and we’re sorry the process has been frustrating. At the same time, we had remained in regular contact with you and were actively trying to investigate the problem rather than ignore or dismiss it. If a Keggy is confirmed to be faulty, we will absolutely resolve it in accordance with our faulty-product policy. We’d really appreciate the opportunity to complete this process with you. Given that we have continued communicating and working on the issue, we would also kindly ask that you consider updating or removing the review once we’ve had the chance to complete the investigation, particularly the comments stating that we are a “scam” or that we refused to honour our returns policy, as we don’t feel those accurately reflect what has taken place. We remain very happy to work with you towards a fair resolution. Charlie Founder, Keggy Update 9/20/26: We’re unable to process a refund from our side because a chargeback has already been opened with your bank. Once the chargeback was filed, the payment was reversed from our account and the funds were deducted by your bank. At this stage, the dispute is being handled directly by your bank, so unfortunately the refund is no longer something we can process ourselves. You’ll need to wait for your bank to complete their review and resolve the chargeback.

Response from ThekeggySep 10, 2026

Hi Douglas, I’m sorry this experience has become so frustrating. Having reviewed the full history myself, there are definitely parts of this that we could have handled better. Your return process became more complicated than it should have been, particularly around the return address and the communication that followed. We also should have been clearer about the refund once a chargeback had been opened with your bank. I completely accept that those mistakes added unnecessary frustration, and we’re reviewing the process internally so this is handled better going forward. I would also like to clarify that your cancellation request was received on Saturday evening, after the parcel had already left our fulfilment operation on Friday. The tracking information was uploaded later, which understandably made it appear as though it had not yet shipped. Tracking also shows the order was delivered around 9 calendar days after dispatch rather than two weeks. Regarding the $300, a chargeback has been opened with your bank. Because of this, the funds have already been removed from our side and are now being handled through the bank’s dispute process. We’re unable to issue a second refund through Shopify while that process is ongoing, as this could result in the same transaction being refunded twice. I also need to say, respectfully, that some of the language directed towards members of our customer service team during this process has not been acceptable. We completely understand customers being frustrated and we are always willing to take responsibility when we get something wrong, but our team should still be treated respectfully while trying to help resolve an issue. I’m the founder of Keggy and I’ll be contacting you personally to make sure we bring this situation to a clear conclusion. We do want to resolve this properly and fairly. Charlie Founder, Keggy

Response from ThekeggyAug 27, 2026

Hallo Helmut, es tut uns leid, dass Sie so lange auf Ihre Bestellung warten mussten und dass die Kommunikation für Sie nicht ausreichend war. Der Grund für die Verzögerung war, dass bei der Lieferadresse ein Firmenname anstelle des Namens einer tatsächlichen Empfängerperson angegeben war. Unser Versandpartner konnte die Sendung dadurch nicht freigeben. Wir hatten versucht, Sie hierzu zu kontaktieren, jedoch leider keine Rückmeldung erhalten. Damit die Bestellung nicht noch länger liegen bleibt, haben wir die Empfängerdaten inzwischen manuell angepasst und die Bestellung wurde nun versendet. Ihre Sendungsnummern sind: Keggy: 00340435061931057449 Trichter: 00340434516187006518 Versand erfolgt mit Deutsche Post / DHL Paket. Wir verstehen, dass die lange Wartezeit sehr frustrierend war und entschuldigen uns dafür. Die Bestellung ist nun unterwegs und die Sendungsverfolgung wird aktualisiert, sobald DHL die Pakete weiterbearbeitet. Viele Grüße The Keggy Team

Response from ThekeggyAug 27, 2026

Hi Nicholas, We’re sorry you were unhappy with the experience and completely understand the frustration caused by the initial delay. However, we do want to clarify the timeline, as some of the information in this review isn’t accurate. Your order was placed on 2 July, dispatched on 12 July and delivered on 21 July, with proof of delivery available. This review was then posted on 4 August stating that the order had still not been dispatched after six weeks, when it had actually been dispatched around 6–7 business days after ordering and delivered approximately two weeks before the review was posted. At the time of your order, we had a temporary processing-delay notice on our website due to exceptionally high demand. We fully acknowledge that dispatch took longer than our usual 2-business-day timeframe, and we’re also sorry that our communication during that period wasn’t as clear or responsive as it should have been. We’ve since made significant improvements to both our fulfilment and customer-service processes. We hope you’re enjoying your Keggy, and we’d really appreciate it if you could update the review to reflect the correct order and delivery timeline. — The Keggy Team

Response from ThekeggyAug 27, 2026

Hi Phil, we’re sorry the cancellation experience was frustrating. To clarify the timeline, your order was placed on 17 July and was fully refunded on 23 July, within the same week. Before processing the cancellation, our team did offer a partial refund/discount as an option if you preferred to keep the order despite the delay. You declined those offers, which we completely respect, and the order was then cancelled and refunded in full. We’re sorry that there was a period where communication felt unclear, but we do want to reassure anyone reading this that the order was fully refunded and resolved, and The Keggy is a genuine operating business. We’ve since been improving our customer-service processes so cancellations and refund requests are handled more clearly and quickly. — The Keggy Team