Mocha Whip

Still Haven't Received My Order!
I placed an order with this company on July 4, 2020. My Order Number is: S-4077. It was stated in the confirmation email I received shortly after placing my order that it takes around 7-10 business days for the order to dispatch. That's fine and all, but after ten days go by I still hadn't received an update about my order. Two weeks go by, then three weeks, now here it is August 1st, almost a month later and I still haven't received my order. I've contacted this company a few times by email asking about my order and when it's going to be shipped. I get the same answer every time....Due to COVID-19 shipping is slow, etc...they don't give me any answer as to when I'm getting my order. I've ordered from plenty of businesses during this pandemic and none have taken almost a month to get my orders to me. Obviously, their using this pandemic as an excuse because I've read quite a few reviews online and on social media complaining about the shipping and how it takes one to two months to get their package and this was way before the pandemic ever started...the review were from a year ago. At this point, I wouldn't recommend this company to anyone based off of my experience so far.

I honestly wish I could this business 0 stars. I placed and order on 5/12/20 and I've been in communication with the company via email and phone since 6/4/20. With that being said no one has since been able to provide me with any real information. Each email states it will be sent on the following day or week and filled with excuses as to why an order from May can't be shipped. 6/27/20 I received a call personally from the owner who explained the issues due to the pandemic but that she would "personally" handled my order the following business day. I received no call or confirmation as she promised. Mocha Whip is extremely unprofessional and lairs. This was the second time I purchased from them and the last. They said their overwhelm and can't process orders or have inventory but their site and email campaigns say the opposite. beware of this company. Also, The addresses listed aren't the same showing on the current site, another lie.

Mocha Whip

6917 Vista Parkway N, Suite 10

West Palm Beach FL 33411

Placed a order on July 2019. Received confirmation number and successful payment. I have not received order yet.
My email to the business on March 10, 2020:

"Good day. I placed an order on July XX XXXX. I see you are still in business, advertising and selling. After seven months, I have not received my order as of yet. I sent an email several months ago and no reply but I have been receiving advertisements from Mocha Whip. It has been so long, my login page no longer exists."

Mochawhip's response on March XX XXXX:

"We will ship your Vanilla Chai Whippie today, March 11. In fact, we will double you order and shp two jars. We sincerely apologize for the delay and inconvenience. I will email you later today with your USPS tracking number.

Thanks so much!
Jan"

I have not received an email, a follow up or my items I ordered a year ago as of today July 4, 2020. The product takes approximately one week to make. The business is still promoting and advertising their products.

Order details
Order number: XXXXX
Purchase date: 07/19/2019

Shea Butter Whippie, Vanilla Chai Ã? 1
Shea Butter Whippie, Vanilla Chai :: Pick-jar = plastic-jar :: Pick-finish = for-body

$15.00
Order subtotal $15.00
Discount -$0.00
Shipping total $6.99
Tax total $0.00
Order total $21.99

Ordered almost a month ago, company refuses service updates, refuses to communicate, refuses to ship orders in a timely manner.
I placed an order on June 11. June 12 (a friday), they sent an email to all customers that there would be a week long service delay in shipping because they were moving and that production would resume on Monday, the 15th.
June 23 and June 26, I asked for a time frame around when my items would ship. They did not respond.
June 29, I asked again, around when my items would ship to no response again.
June 30, they were active enough on Instagram to respond to another user about the placement of their products and expansion of operations, but not to the status of my order (or anyone else's in the comments who acknowledged the 4 week turnaround.)
July 2, I asked again. This time, sending screenshots of emails to their dm on Instagram and leaving comments. No response. Other Instagram commenters had noted their lackluster customer service as the norm. There is absolutely no reason a business should take weeks to respond or acknowledge a customer.
July 4, their email no longer exists.

I placed two separate orders for products and I have barely received any updates. I have contacted the business and haven't received a response.
On May 7, 2020 I placed my first order online. My order number for my first purchase is S-2420. I ordered two products. I ordered their Shea Butter Whippie Lavender Dream ($14.88) and their Whipped Shea Butter Softie, Fragrance Free (originally priced at $14.88 but purchased during a $4 price drop and purchased at $10.88). Final total calculated at $33.76 which includes $8 shipping fee. My second order was place on May 10, 2020. My order number for the second order is S-2548. I ordered their Shea Body Swirlie Almond Delight which is priced at $16.88. My final total for this order is $24.88, which includes $8 shipping fee. I used a credit card to purchase these items.

I received pre-shipment update from USPS regarding my items for my first order (S-2420) on May 20, 2020. My shipment number is XXXXXXXXXXXXXXXXXXXXXX. My complaint is that there hasn't been any further updates since that day and I became concerned on May 27, 2020 when there weren't any further updates being shown within the week itself. I haven't received any updates for my second order (S-2548) at all and 21 days have passed, raising even more concerns as well as questions on my behalf.

That same day (05/27/2020), I emailed/messaged Mocha Whip on their main website (within their contact tab) expressing my concerns regarding my two orders. I expected a response from them the next day and still didn't receive a response on May 28, 2020.

Below is the full message that I sent to them on May 27, 2020:

Good Afternoon,

I wanted to reach out to Mocha Whip regarding questions about products that I purchased recently. I placed two separate orders within the past three weeks. My first order was place on May 7, 2020 and the order number is S-2420. A pre-shipment for this order was processed on May 20, 2020 through USPS. The reason why I am concerned for this specific order is due to not receiving any further updates or a estimated delivery date/time, knowing that today is May 27, 2020.

I am also concerned about my second order which was placed on May 10, 2020. The order number for this purchase is S- 2548. I haven't received any further updates for this order as well. I am aware that due to COVID- 19, shipping and handling efforts have been disrupted on both ends of the spectrum. Nevertheless, I would sincerely appreciate your feedback in regard to the delays that have taken place. I will attach images to this message for your convenience based upon my questions and concerns. Thank you so much for your hard work and service towards customers such as myself. It has not gone unnoticed.

Links to pictures/images:

https://mail.google.com/mail/u/0?ui=2&ik=4fXXXXXbb3&attid=0.5&permmsgid=msg-f:XX...⇄ />
https://mail.google.com/mail/u/0?ui=2&ik=4fXXXXXbb3&attid=0.3&permmsgid=msg-f:XX...⇄ />
https://mail.google.com/mail/u/0?ui=2&ik=4fXXXXXbb3&attid=0.1&permmsgid=msg-f:XX...⇄ />
https://mail.google.com/mail/u/0?ui=2&ik=4fXXXXXbb3&attid=0.7&permmsgid=msg-f:XX...⇄ />
Best,

*** T. ***

I am dissatisfied with this company's failure to communicate efficiently with their customers as well as the lack of stability in regard to customer service and delivery process.

I placed my order on 3/7/20 and I have yet to receive my order. I have reached out several times to the company only to receive a response that my order should be shipped the next day. I received my tracking number on 3/17/20 and as of today the post office still has not received my package, it is still in "label created" status. They have sent a couple emails stating the delay is due to "Coronavirus", but even with the expected delivery time in those emails my order has well surpassed that. I sent an email last Monday, 3/23 & Friday, 3/27 to follow up on the status of my order and I have yet to receive a response.

This company needs better communication and practice customer service with their customers. I order my products on the 1st of March and when I emailed him online they gave me a tracking number and I do check the product they've been at the find me location for past two weeks then they send me an email saying due to this Coronavirus that's why it's taking so long for my for me to get my order.

I placed an order (#XXXXX) on 7/26/2019 in the amount of $36.99 but never received product.
I placed an order (#XXXXX) on 7/26/2019 in the amount of $36.99 for Shea Butter Whippie, Almond Delight and Shea Butter Whippie, Lavender Dream but never received products. I originally sent an email chat with Melissa Troupe inquiring about shipmemt on August 16th 2019 but did not receive a response. I sent inquiries again on September 9th 2019, October 18th 2019, and November 8th 2019.

I placed an order on July 26 that has not been fulfilled. I contacted the company 6 times with no response.
I placed order number XXXXX on 7/26/19. I received an email the next day saying that the status of the order is "Handcrafting now." That status has not changed. I have contacted the company 6 times via their contact link and have written at least 2 messages to them in instagram. I have not received any response.

Product not received, company unresponsive to email inquiries of order placed.
I placed my order on 10/15/19. The website states 7-10 business day for order to be handcrafted before shipped out. On the 10th business day which was 10/29/19 at 8:51pm I sent an email inquiry about the eta of my order for I havent received any tracking information or an email that my order was shipped out. I received no response. On 10/30/19 I followed up via IG messenger stating I sent and email inquiry. I received a response stating my order was being shipped out that day and I will receive tracking information shortly. Tracking information was never sent. I sent a reply that same evening requesting tracking information and no response. I reached out numerous times since via IG on 11/1/19, 11/3/19 and today 11/4/19. Outside of my intial email sent 10/29/19 I sent email inquiries on 11/3/19 as well. I have yet to receive any information in regard to my tracking number, I have yet to receive a response to any of my numerous inquiries about my tracking number and package and I have yet to receive my package.

I ordered a product , I never received it or I never received a refund
N/a

I placed an order with this company on July 18, 2019. The order number is XXXXX. The order was for beauty products totaling $40.05 which included an express shipment fee of $6.99 to have the product delivered within 2-3 days. I received an email confirming the order which stated "We will notify you when it ships in 7 biz days or less". After a week, I checked the status of the order which still showed "order received". I used the 'contact us' button and sent a message asking what the status was. I waited several days and received no response to the inquiry. I have since sent 2 more messages through the 'contact us' button on their site with the last message asking that I be given a full refund since the company was not sending my product and not responding to my inquiries. I have since seen mixed reviews for this company with a few that closely resemble my situation. I am currently on chat with the company asking for an update. what I have received was a response indicating "We have now encountered some obstacles that affect our shipping timeframe. Let me check the status." I have also been asked to wait until Monday (9/2) to fulfill orders. I just want my money back.
Product_Or_Service: Shea butter whippie, vanilla chai; shea butter sof
Order_Number: XXXXX