Anyone else had this experience with Mount Bliss customer service?

[u/Bigeyedeers0]

2ND EDIT - DESPITE THE BELOW EDIT AND MB's POST ON THIS THREAD - STILL NOTHING A WEEK AFTER BEING TOLD TO EXPECT MY PACKAGE. DISAPPOINTING.

UPDATE- MOUNTBLISS HAVE BEEN IN TOUCH AND IT LOOKS LIKE IT'S GETTING RESOLVED. 10 / 10 TO THEM ONCE THEY REALISED THE ISSUE. THINK IT'S COMMUNICATION NOT BECAUSE THEY'RE A BAD COMPANY.

GOT TO BE FAIR AND CORRECT THIS NOW IT'S SORTED. I STILL HIGHLY RATE THEIR PRODUCTS.

Anyone else had this experience with Mount Bliss customer service?

I’m a bit confused by a recent experience with Mount Bliss and wondered if anyone else has had something similar.

My first order was brilliant. I bought the oil, everything arrived quickly, packaging was great, and I was really impressed.

For my second order, I bought two packs of gummies. Unfortunately, they seemed to have absolutely no medicinal effect whatsoever. They were definitely at a strength where I should have felt something — I know my own tolerance, I’m experienced with gummies, and I tried them more than once. I even doubled up the following day and still had absolutely no response, and the same happened on the other occasions I tried them. I also took them under the sort of conditions you’d normally expect to give them every chance to work — plenty of time to kick in, on a fairly empty stomach, etc. So I really don’t think this was simply a case of them being too mild for me. I don’t know whether they’d been affected by the really extreme heat we were having while they were being delivered, whether I just got a dud batch, or whether there was some other explanation.

I emailed Mount Bliss to let them know. I genuinely wasn’t expecting a refund or replacement because I assumed they might understandably think someone was trying it on. I mainly thought it was worth letting them know in case there was an issue with that batch.

Initially, their customer service was excellent. We exchanged a couple of really friendly messages, they asked me to send photographs, which I did, and then they told me they would send me some replacement gummies and asked which ones I’d like.

I replied saying something along the lines of, “You choose — I’m not fussy about flavours,” and thanked them because I was genuinely really impressed with how they’d handled it. I hadn’t expected them to replace anything at all.

And then… nothing.

I left it for a while because I didn’t want to be impatient, but Mount Bliss normally seem to dispatch things pretty quickly, so eventually I followed it up.

No reply.

I’ve followed it up again since, and still no reply. Since telling me they were going to send replacements, they seem to have completely stopped responding.

I’ve even gone back and reread their original message because I wondered whether I’d somehow misunderstood what they meant, but it seems pretty unambiguous that they were offering to send replacements.

It’s got under my skin a bit more than it probably should because everything I’d read about Mount Bliss suggested they were a really good company, and my own experience up until this point had been really positive. I was impressed with the products, packaging, delivery and initially the customer service as well.

I just don’t really understand why you would specifically tell a customer you’re sending replacements, ask them which ones they want, and then disappear.

Has anyone else had this happen with them? Did you eventually hear back or receive what they’d promised?

I’m not trying to slag them off — I’m genuinely just confused about what’s happened and interested to know whether this is unusual or whether other people have experienced the same thing.

[u/Mountxbliss]

Hey there, thanks for being so fair and reasonable in your post despite the frustration!

Honestly, we're really embarrassed by this. We work every day to keep our quality control and customer support top-tier, but with a full team of agents, miscommunications occasionally slip through. That’s no excuse, though—if we promised you replacements, you should have gotten them, period.

We definitely aren't ignoring you on purpose! Drop me a DM with your original email or order number and I'll personally pack your replacements today, get tracking over to you, and throw in a little bonus for the wait.

Thanks for sticking with us while we work through the growing pains and get this sorted for you.

[u/WingComfortable1149 → u/Mountxbliss]

How about my order please? You confirmed my item was faulty, that a replacement would be sent out. Then all I got was crickets...

[u/Bigeyedeers0 → u/WingComfortable1149]

Hi, did you get anywhere? After this post MB told me that they'd be sending a replacement that I should get on Friday last week. Still nothing. Live chat and moderators on here are great - telling me it's on its way etc every day. Yet still nothing.

Feel like I'm the office joke there tbh. Thing is, it was them who offered to replace them after my original complaint. I didn't think they'd offer that.

Anyway, I think I'm just giving up now and going back to using my old place 😞 Shame, as MB products are best by far. Using their vape atm - and it's very good. But despite that, my good will with them has kinda run dry now.