Complaints

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Nov 27, 2023 I made a purchase from Keep Your Cadence for a "Build a System New" of their capsules and paid $212.70 - Order#******. A PDF of the order email confirmation is uploaded. One of the categories of capsules I purchased was a special order color and they indicated it would not ship until Dec 12, 2023 but will be received by Dec 19. On Monday Dec 18 I received an email from the company founder indicating they had a cascade of problems but my order had been processed and was shipping out soon to be received by Dec 24. **** tracking #**************************. Given the problems, she offered a Calendly link to set up time to speak by phone. Upon opening that link no times were available at all. I wrote back to her on Dec 20 letting her know the tracking information link that was provided to me showed only that a label had been created but nothing had been received by the shipping carrier. I did not hear back. On Dec 25 I replied again to her email letting her know the package still hadn't arrived and that it still showed as only a label created. I did not hear back. I emailed her again on Dec 28 letting her know the package did finally arrive on the 27th but that one of the items was the incorrect item. I did not receive a flex extender but instead a separate capsule and another item was not working correctly - the magnetic label comes off if anything is put on top of it. I asked for a prompt response regarding the problems with the order by the 29th. I did not hear back. I emailed on Jan 5, **** and also cc'd a general email address for customer service summarizing the attempts to reach them, the processing delays and the need to get the order corrected. I still have not heard back - it is Jan 12. I'm unable to find a phone number. They only provide messaging via website/email. My emails are attached. I would like 1) the correct flex extender, 2) replacement Petal The 132, and 3) refund of half the cost paid for the delays, lies and lack of response.

  Customer response

  02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Keep your Cadence provided replacements of two pieces that were incorrect/broken, provided the capsule that was missing from the order, gifted me a small capsule and also provided a $50 refund given all the problems.
  
  Sincerely,
  
  ******************* *********
  
  
  
   
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase from Cadence through their website keepyourcadence.com on 12/16/23 and immediately received a confirmation of my order for a total of $61. The purchase came with free ***** 2-day shipping and had hoped to receive the package prior to Christmas using their shipping guidelines. Following 12/25/23, no package had been delivered so I went back to my confirmation email, tracked my order number #****** and the website reported that a shipping label had been created with no additional updates. I sent a follow up email on 12/28/23 and received an auto reply that the company was away 12/30-1/1/24 and respond after their return. After not receiving any further response or any changes to my package, I sent follow up emails on 1/2/24 and 1/5/24 without any response of any kind.

  Customer response

  02/05/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Cadence has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩