DankStop Reviews 382

Reply from DankStop

Mar 23, 2024

We apologize sincerely for the disappointment and inconvenience caused by the delay in shipping your order. We understand the importance of timely delivery, especially for special occasions like your wife's birthday, and we regret falling short of your expectations.

Although we were unable to locate your order based on the information provided, we're committed to investigating this matter further to identify any issues and prevent recurrence in the future. We've reached out to you on TrustPilot requesting additional details to assist with our investigation, but unfortunately, we haven't received a response.

Your feedback is invaluable to us, and we're continuously working to improve our support and shipping processes. We genuinely appreciate your patience and understanding during this time.

If you could kindly reach out to us directly with more information about your order, we would greatly appreciate the opportunity to address your concerns and make things right. Your satisfaction is our top priority, and we're dedicated to ensuring that you have a positive experience with us.

Once again, we apologize for any inconvenience this may have caused, and we thank you for your feedback. We look forward to hearing from you and resolving this matter to your satisfaction.

Reply from DankStop

Mar 18, 2024

Hi Matthew,

We're sorry for the lack in communication that you have experienced. Unfortunately we are experiencing some technical issues due to a transition into a new support system. We believe we've fixed all these bugs now so you shouldn't have an issue getting a hold of us at any time :)

I took a look at your order and it shows to have been shipped last week and is out for delivered now. It took a bit of time on the way, but we're looking forward to hearing how much you love your new DankStop goodies! Your one stop shop for everything smoke related.

Have an amazing week!

Reply from DankStop

Mar 16, 2024

First off, we want to extend a big apology for the hassle you experienced with your recent order. Our priority is always to ensure smooth and secure transactions for our customers, but it seems our system flagged your order as a precautionary measure. This is part of our commitment to keeping everyone's transactions safe and secure.

Now, we totally get that it's frustrating to have your order flagged, especially when you're just trying to make a purchase. Unfortunately, sometimes our system can be a bit overzealous and catch legitimate orders like yours in the process.

Here's the thing: the specifics of why an order gets flagged are kept under wraps for security reasons. It's kind of like a secret recipe – we don't want the bad guys knowing how to get around our defenses! But what we can tell you is that our team is constantly working to fine-tune our system and minimize these false positives as much as possible.

In the meantime, our support team has put together some helpful tips and guidelines to follow when placing future orders. These tips are designed to help reduce the chances of your order getting flagged again, so be sure to check them out!

We understand that this whole situation can be frustrating, and we really appreciate your patience and understanding. If you have any questions or need further assistance, please don't hesitate to reach out to our support team. They're always here to help and make things right for you.

Thanks again for your understanding and support!

Reply from DankStop

Mar 5, 2024

We're truly sorry to hear about the issues you've encountered with your recent order and our communication. We completely understand how frustrating it must be to not receive a confirmation email or any responses to your inquiries. Please accept our sincerest apologies for the inconvenience this has caused you.

We want to assure you that your order was indeed processed, shipped out, and delivered yesterday. We're relieved to know that your order reached you safely, but we understand that our lack of communication has been disappointing.

We recently transitioned our support system, and unfortunately, we've encountered some technical challenges that have affected our email responses. We're actively working to resolve these issues and improve our communication channels so that we can better serve you in the future.

Your feedback is invaluable to us, and we appreciate your patience and understanding during this transitional period. If there's anything else we can assist you with or if you have any further questions or concerns, please don't hesitate to reach out to us directly at through our contact page. We're here to help in any way we can.

https://dankstop.com/pages/contact-us/

Once again, we apologize for the inconvenience and appreciate your continued support.

Reply from DankStop

Mar 5, 2024

We're really sorry for the delay in getting your order out to you and for the lack of clear shipping updates. We totally understand how frustrating that must have been, and we're truly sorry for any inconvenience it caused.

We want you to know that your order is finally on its way to you, but we know that doesn't make up for the wait you've had to endure. Our team is working hard behind the scenes to iron out the kinks in our new support and shipping systems, and we're committed to making sure this doesn't happen again.

Your patience and understanding during this transitional period mean a lot to us, and we can't thank you enough for sticking with us. If there's anything else we can do to make things right or if you have any questions at all, please don't hesitate to reach out. We're here for you.

Thanks again for your support and for giving us the chance to make things right. We promise we'll do better next time.

Reply from DankStop

Feb 21, 2024

Hi Lee,

Thank you for taking the time to leave a review.

Unfortunately we are unable to find the order you are referring nor an account under the email address you provided.

No worries, it's possible that there's a typo or some sort of technical issue. Especially that when searching out support inbox with your email and order number, we are unable to find any messages.

We'll reach out to you directly to investigate this more thoroughly and get it resolved ASAP!

Reply from DankStop

Feb 21, 2024

We want to extend our sincerest apologies for the frustration and inconvenience you experienced with your recent order. Your feedback is invaluable to us, and we are truly sorry for falling short of your expectations.

We understand that the delay in processing your order and the lack of communication from our end may have caused frustration. We want to assure you that this is not reflective of the level of service we strive to provide. We recently transitioned to a new system, which has resulted in some unforeseen delays and challenges. While we are actively working to streamline our processes during this transitional period, we regret any inconvenience this may have caused you.

Upon reviewing your order, we discovered that it was indeed delayed due to inventory discrepancies, and we deeply regret any inconvenience this caused you. Additionally, we have not received any communication from you in our support inbox, which may have contributed to the lack of responsiveness you experienced. We understand how important it is to provide timely and accurate support, and we are currently investigating to ensure that all support channels are functioning properly.

We want to assure you that we take your concerns seriously and are committed to rectifying this issue. We sincerely appreciate your patience and understanding throughout this process, and we apologize for any inconvenience or disappointment caused. If there is anything further we can do to assist you or regain your trust, please do not hesitate to reach out to us directly at suppoty@dankstop.com

Thank you for bringing this matter to our attention, and we hope to have the opportunity to restore your faith in us.

Reply from DankStop

Feb 21, 2024

Hi Kali, thank you for taking the time to share your feedback with us. While investigating your issue we were unable to find any communication with our support team. So we have only found out about your issue through this review.

Don't worry, we've got your back and out team will reach out to you with a resolution after assessing the situation in full.

If there's anything else we can assist you with in the meantime, please don't hesitate to reach out to support@dankstop.com

Reply from DankStop

Feb 4, 2024

We're sorry to hear that you had to face such unfortunate difficulties with your order, we know how frustrating it can be. That's why our support team are always there to help and we've always got your back. We're glad to be able to get this resolved for you and we are excited to see you again 🤩🎉

Reply from DankStop

Jan 30, 2024

Hi Ryuko,

Thank you for you patience and understanding. Unfortunately it seems you order did not go through. I see that our support team have provided a few tips and measures to take in order to place the order.

At the moment, our support team are not available during the weekend. That's why we were unable to get back to you till Monday.

If there's anything else we can assist you with, please don't hesitate to reach out.

Reply from DankStop

Jan 10, 2024

Hi Jason,

We really appreciate your continued patience and understanding. As we have communicated via email, the item was out of stock in the 12" variant, however we have a 16" one set aside for you. We are just awaiting your approval to send it out.

If you are having troubles finding the email, check your spam and promotions tab. If you still can't find it, then reach out to us directly at support@dankstop.com

We also requested a picture of the stem you received so we can get this figured out and resolved for you ASAP.

We're always here to help, so please don't hesitate to reach out!

Reply from DankStop

Dec 24, 2023

We genuinely apologize for any delays and communication hiccups you experienced. 😔 Your order was shipped promptly on December 12th, and we're glad to confirm it was delivered on December 20th.

We completely understand the frustration with delayed responses to emails, and we sincerely apologize for any inconvenience. Our recent system change did impact our usual response times, and we're actively working to improve this. It seems your order was affected by the transition, so you did not receive the shipping update emails when it was shipped out, out for delivery, and delivered.

If there's anything specific you'd like assistance with or if you have further questions, please don't hesitate to let us know. We're committed to making things right for you.

Thanks for your understanding, and we appreciate your patience during these exceptional circumstances.

Happy holidays! 🎄✨

Reply from DankStop

Dec 16, 2023

Hi Tonya,

I'm sorry that you're having an issue with your order. I was unable to find your name in our system, and you did not catch TurstPilot's 3 day limit to provide additional information.

Don't worry, we've still got your back.

At the moment with the holiday season, it's difficult to reach our phone support, we recommend reaching out via email. It will unfortunately take us some time to get back to you given the increased volume of messages, but I assure you that we'll get everything sorted out and resolved ASAP.

We highly appreciate your patience and understanding in this matter. Please don't hesitate to reach out with any questions or concerns you may have in the meantime.

We hope you have a wonderful weekend :)
Happy holidays!

Reply from DankStop

Dec 16, 2023

Hi Jason,

Thank you for taking the time to leave a review. I'm sorry that you are having a long wait time in receiving a response from us. I sent a request here for more information in order to look up this issue for you, but you did not respond within the 3 day limit set by TrustPilot.

Not to worry though. At the moment our warehouses and our support team are facing a high volume of orders and messages on a daily basis given the holiday season.

Now, this increases the response time and our ability to get your order in your hands. But I assure you that we are working hard behind the scene to get orders out, and more often than not, we upgrade the shipping speed at no additional cost to the customer in order to speed up the process for you :)

Please don't hesitate to get in touch at any time, it's taking us a little extra to respond at the moment, but we will respond ASAP.

Happy Holidays!

Reply from DankStop

Nov 24, 2023

Hi Nick,

I wanted to touch base regarding the recent challenges you've faced. We can't begin to apologize for the less than satisfactory experience you have gone through, your patience and cooperation in discussing the matter with our support team are immensely appreciated.

I understand our recent emails may have left some loose ends. Currently, due to the chargeback filed, we are unable to issue the refund directly. Rest assured, we are actively investigating the root of the issue internally to prevent any recurrence.

Though it's disheartening to see you go, our commitment to resolving this matter remains unwavering. We've offered a refund multiple times, and we're still eager to honor that commitment. Your satisfaction is paramount to us, Nick.

If you have a moment, I'd love to hear your thoughts on the refund offer as we have yet to resolve the inventory issue that is resulting in your receiving the wrong sized banger, and if there are any specific concerns you'd like us to address during our investigation, please feel free to share.

Thank you again for your understanding, Nick. Looking forward to collaborating on a solution that meets your expectations.

Reply from DankStop

Nov 11, 2023

Thank you for your continued support! Happy customers are why we're here ;)

Reply from DankStop

Nov 10, 2023

I am so sorry you had a negative experience with us! It is our policy to require a photo or video of faulty merchandise before we send a replacement. We were not able to to open the photos that you provided, but we are more than happy to assist you with getting them sent or uploaded in another format. As soon as we have those, we can send a replacement immediately. I will also reach out directly to assist you.

Reply from DankStop

Nov 11, 2023

Hi Steven,

Your order is scheduled for delivery Monday.

We're sorry for the delay you experienced.
It seems that when you placed your order on the 30th of October, our system divided it into 2 packages as one of warehouses was experiencing a backlog. Therefore, the first package was shipped the next day on the 31st of October, while the main piece was held back due to this backlog.

Your remaining package got sent out on the 6th of November, which means it took us 4 business days to get it sent out. This exceeds our average processing time of 1-3 business days. We highly appreciate you patience and understanding during this delay.

I see that you reached out to us on the 7th of October, and our team replied back with the tracking number within 4 hours. I am unable to look up the phone records, however, we encourage our customers to reach out to us via email as our phone support gets occupied faster. While our email support is able to handle a wider range of issues in a timely manner.

I understand how frustrating this has been for you, and we really do appreciate your support and patience. We're sure it will all be worth it when you open your package on Monday!

Let us know if there's anything else we can assist you with.
Have a wonderful week ahead ;)

Reply from DankStop

Updated Nov 11, 2023

Hi Patrick,

We're sorry to hear about your experience. At a small premium, we offer Route Package Protection to insure your package against theft, damage and getting lost in transit. This service pops up at checkout and you can choose to add or remove it.

We assure you that we have no intention to mislead you. Route is a more efficient way to deal with package issues, and we have used it for years to offer exceptional and speedy resolutions for our customers. Given that this is not a product, we can only show it at checkout.

Transparency is vital in our team, as such, we show the full price breakdown at checkout before payment.

I understand the frustration you felt at the time. You requested to cancel the full order, however, the order had already been shipped. Unfortunately, we incur costs in such a process and we treat these scenarios as a return.

As stated in our return policy, refunds are entitled to a 15% restocking fee. We know how annoying that can be, which is why we offer to cover that restocking fee if you would accept the refund in the form of store credit.

We are always here to help so please don't hesitate to reach out at any time. Have a wonderful day :)

Reply from DankStop

Nov 4, 2023

We're happy to hear that you were satisfied with your support experience. We try our best to go above and beyond for every single customer. Our aim is to provide a smooth experience, and any deterrence from that; we want to resolve immediately.

Your satisfaction is our priority. We're looking forward to seeing you again :)