BUNCH OF THIEVES, VERY SKETCHY COMPANY... THERE IS A REASON THEY DONT ANSWER THE PHONE OR EMAILS...

Tried to get help with new changes to subscriptions, with no success. Not to say it was between months and not reported to subscribers. Then after seeing i cancelled their service, And complained multiple times. Now they added the new fee's "which is shipping insurance, and i thought would be optional" after i asked for them to cancel, because of the shipping insurance issues we where having. Now they are saying all they can do is give me in store credit...
You read the conversation and be the judge.

Hey Agnes,
I'm sorry to hear you received a defective bong, in this case, we can make a one-time exception regarding the route insurance. Would you please send us a video with the defect?
We hope to hear from you soon.

Dustin C · Aug 29 4:37 PM · Appreciate
Sure, here it is. I even banged it to show it has no cracks.
Video1 003. MOV


Aug 30 7:37 AM
Denis
Hey Agnes,
Thanks for the photo! We just processed a replacement glass piece order right now (: The replacement order will get shipped within 1-3 business days!

While we are extending this courtesy to process a replacement order now, please be aware that moving forward Route Shipping Insurance will be required for all replacement claims. The shipping insurance must be added to your cart prior to completing your order.

A confirmation email will be sent to the email we have on file. Once again, sorry for the inconvenience!
Hemper on!
Denis · Sep 02 2:35 PM · Appreciate
Hello, i looked every where for the *Route Shipping Insurance* option and
Can not find it. But i did notice it says +$20 Shipping To Non-US at the
Bottom of the " Products in your subscription" tab. Is that new too? Or is
That included in the shipping i pay already?

Sep 03 8:39 PM
Raul C.
Hey agnes,
Thank you for contacting Hemper Support!
Shipping to international countries cost $20 for both store and subscription box orders. International delivery varies based on the destination country and can take anywhere from 7-21 business days from the date it is shipped out to arrive.

Check your address before confirming your order, we are not responsible for packages that are lost abroad, and a reshipment will incur another shipping fee. There is a possible VAT charge upon delivery. We are not responsible for any customs fees. If you are unable to add route shipping insurance to your order please try a different web browser on a desktop computer or contact us back for further assistance.
Please let us know if you have any additional questions or concerns.
Raul C. · Sep 06 2:51 PM · Appreciate

I understand as it's not my first box that I received from you. This
Shipping Insurance and $20 delivery is new to me. As i already paid a extra
Fee for delivery when we agreed on my subscription price upon check out. I
Don't know what changed, Your shipping provider or what, But Is it's going
To cost more than i paid already. Is what I'm asking?
These robot messages sent are of no help. And I'm still having problems
Adding the shipping insurance as it's not a option or check-able box on my
Screens, now for the third time. Now I also tried a different
Browser."picture attached".
Please let us know if you have any additional questions or concerns.
Thank you,
Raul@ Hemper... Same problem Raul. How many times can i ask the
Same question?
$#*!ty customer service.
Even though you fixed the broken glass issued from lasts month box, you
Still made it like it was a favor. You guys added shipping insurance in the
Middle of the month, without even sending a email to your subscribers. Just
Checked again, I get 10-12 emails per month, not 1 about new changes.
That's not customer service, more like changed our contract without notice.
Makes me not what to deal with Hemper no more. If refunding my order is a
Option as it's 0of3 issued that would greatly appreciated.
Sep 07 8:41 AM
Dustin C
Hey Agnes,
We sorry about this inconvenience but unfortunately we are unable to modify shipping fees since they are coming from the carrier facilities. There is a possible VAT charge upon delivery. We are not responsible for any customs fees.
Please let us know if there is anything we can do to help.

Dustin C · Sep 10 12:39 PM · Appreciate
Hello, As I stated in the last messages. This customer service stinks and I wanted to cancel if anything. NOT upgraded! This is a breach of contract, as the rules changed in between subscriptions without a notice of change, Or a option to opt in or out with new said changes. I would of accepted it, if this was presented at first instead of but I realized your service is under par and i don't wish to get ripped off in the near futureI'm disputing this order through MasterCard as it's fraudulent in nature

7:10 AM
Hello, No this is not okay. As I stated in the last messages. This
Customer service stinks and I wanted to cancel if anything. NOT upgraded!
This is a breach of contract, as the rules changed in between subscriptions
Without a notice of change, Or a option to opt in or out with new said
Changes. I even tried to delete my card info, after I did cancel the auto
Renewal services. That was as soon as i noticed you added this shipping
Insurance in between subscription months. "without a notice". Now you
Charged my card, that u didn't have permission to charge as it was removed
From future purchases. I'm disputing this order through MasterCard as it's
Fraudulent in nature and maybe pursue a contract breach. No means no Cosby

7:21 AM · Viewed
Denis
Hey Agnes,
Hemper is a subscription service, unfortunately, we're not able to refund orders mid billing cycle as your box has already been processed. Upon sign up, you did agree to the recurring feature of our service as we do not have a one-off purchase option. If you wish to deactivate your prepaid subscription, then all you need to do is turn off the automatic renewal and your subscription will automatically deactivate after your last prepaid box is shipped.

Here's what I can do since you don't want to have the subscription active anymore: we can cancel the two upcoming orders after September and refund them via store credit gift card. Please note, per our FAQs, we do not issue any cash or credit refunds, instead, all returns are refunded via online store credit in the form of a Hemper Gift Card or Account Credit.
Please let us know how you would like to proceed.