Charlotte's Web
Reviews and Complaints

I am very pleased with this company, their products and their customer service is excellent. Many thanks to their Customer Rep Ashley for solving my slight issue this week. I am a happy customer.

Gerald *** was very helpful and spent time working on an issue I was having with Charlottes Web emails. Could not have asked for him to be more pleasant and helpful. They provide good customer service.

WORST CUSTOMER SERVICE EVER...THE PRODUCT IS EXCELLENT, BUT I ORDERED 9/24 AND STILL HAVEN'T RECEIVED THE PRODUCT...I HAVE EMAILED, CALLED AND TRIED TO CHAT ONLINE TO FIND OUT WHERE THE PRODUCT IS...NO RESPONSE...

Worst customer service ever. They don't return emails or calls. They send you emails with discount coupons staying sorry for the delay but we are trying. All I want to do is cancel my order since 07/03 and they won't. Buyer beware!

Charlotte's Web has terrific products and their customer service is excellent. This business should be a model of how to make sure their customers are satisfied. I appreciated Barbara's great communication and quick high quality service.

This is by far the best customer service I have ever received. After UPS lost my package, I spoke with a man named Joe and he quickly took care of it for me. I rely on this for my health and he didn’t hesitate to do everything he could to call UPS and send me a new bottle. Absolutely incredible.

This company has the absolute worst customer service I have ever experienced. I had an issue with my order a whole four months ago and have tried multiple times to contact them (calls, emails). No one has ever gotten back to me. They only care about your money and not their actual products or the experience. DO NOT BUY FROM HERE!

Just ordered CBD from Charlotte's Web website. Initially had difficulty finding what I needed so started an online chat. The rep Jocqueline was amazingly helpful and even added the items to the cart for me. Quick responses, thanked me for my business which is something that doesn't happen very often anymore. I'm very impressed and will continue to order CBD from them. I'm a delighted lifelong customer!

Placed an order August 3, it is now August 17. That is enough time for me. Order says 'Shipped'. I traced the Tracking to *** which states '*** Currently Awaiting Package'. All Charlottes Web did was create a shipping label.Item has not been shipped.I just want a refund.I have sent 3 different emails via their customer support. Left a voice mail because no one EVER ANSWERS THE PHONE.I just want a refund. Cancel order.

Worst customer service ever. I placed an order and that same day called and emailed to cancel my order. I left multiple voicemails, stayed on hold for a long amount of time, emailed twice and never got a response. I got the order I wanted to cancel yesterday. Now I want to return it but I called again yesterday with no answer and I emailed them today telling them I want to return it and get my money back. I feel I might be out $115 because their customer service is the poorest I have ever seen.

I have placed order on September 5th and only after hitting submit realized that wrong shipping address was populated. I have sent 3 emails over week period. I have called at least 10 times and left 2 messages as no one picks up phone. There is no way to cancel order on website. They are listing phone number as preferred way of contacting and no one ever picks up. After a week status of the order changed from processing to shipped! I cant believe that Charlottes Web do not have ANY Customer Support to deal with Order Issues, Now my order is on the way to wrong address and I am out of large sum of money!

I am only 37 and I am trying to hold off on having a hip replacement due to a congenital hip disease, and my orthopedic surgeon recommended charlottes web before scheduling surgery. I had constant pain around the clock until trying the gummies and sublingual oil. Within a couple days of starting it, I had 100% pain relief. I honestly wouldn’t have believed someone telling me it would help like it did. This company has awesome customer service. CBD oil is a little on the expensive side, but if it’s keeping me from having to have surgery at such a young age, It’s absolutely been worth every penny and I wouldn’t buy from anyone else!

I ordered my product over a month ago. Upon receiving the order confirmation, they told me I would receive a shipping confirmation when the product was shipped out but that due to Covid, there would be a delay of six business days. When those were up, I thought it might be because of the holiday shipping so I gave them more time. After the holidays were over, I sent an email asking about my order shipping confirmation. I waited the 3-4 business days they quoted for a response and then another two just to be sure. I have done this three times now with no response from customer service. In the last two I have asked for a refund because I no longer trust in the product they might ship. I just want my money back for a product I don't think I will ever receive.

I'd heard anecdotal comments about CBD, but was skeptical about its being able to help leg pains that kept me from sleeping through the night. While watching a TV cable station that I respect I heard a celebrity's wife telling about how her life had been changed with CBD, especially problems with inflammation. My orthopedist gave me the OK to try it--confirming that Charlotte's Web had an excedllent reputation. After trying it for a couple of weeks I began to see results, but it took about six weeks to figure our how much and when I should take the oil. I now take one large dropperful just before bedtime, and it's almost miraculous. I'd recommend it to anyone dealing with pain ascribed to inflammation. There's a long "hold time" while trying to reach one of their agents via telephone. But once you're connected, you'll find that all these employees are professional and very knowledgeable about their products. Worth waiting the 10-15 minutes to talk to them; better than using their robotic chat option.

Initially I was pleased with the company. After spending a substantial amount of money on their products I recently had an issue for which I give their costumer service zero rating!. Phone calls at all times within the listed business hours produce only a recorded message of how busy they are and to leave a message. My most recent order on May 30, for two jars of SLEEP GUMMIES were delivered. When I opened the first container the foil seal was inside unsealed. The second container was only partially sealed. I was very reluctant to use the gummies but did taste a few. The taste was quite different from previous orders and I decided to request a refund or sealed containers. NO LUCK getting any response to this date (July 26). I left at least three phone messages with my issue, name and phone number. NO response! I have responded via chat online with my issue, name and phone request for a return call. NO response! My most recent phone message indicated that I was going to reach out to the are ComplaintsBoard.com!

I suffer from intractable back pain, muscle fasciculations, migraine headaches and a multitude of autoimmune diseases brought on by toxic cobalt poisoning from a defective joint replacement, an old pole climbing accident and the ravages of age. While Charlotte's Web CBD products are not listed as a cure or treatment for any of my issues or any other medical or emotional issues, I can only state what my experience with their CBD oil. I began using their CBD oil in February . I have found that the oil helps my neuropathic pain, back pain, blood pressure and helps to give me a sense of well-being. It also helps with an autoimmune disease that is eating away at my cartilage and causes me great pain and discomfort when I have a flare episode from it. There is no cure for the disease and there are no medications that help it very much. The few treatments there are for it are very expensive and have a multitude of side effects. I tried another brand and found no real help from the product. My nephew told me about Charlotte's Web products and how they helped him deal with the stresses of directing three large divisions for an exceptionally large corporation. His advice was spot on and for that I am grateful, as I am profoundly grateful for the Stanley Brothers and dear Charlotte Figi. Were it not for her suffering, their products might not have found their way to the house of commerce to help so many people. Thank you, Charlotte Figi! Thank you, Stanley Brothers, for brining such a pure and functional product to us all.

I made an order and never received it. I attempted to call them at several different phone numbers of theirs with no answer. I left numerous voice mails. No answer from them. I went to their face book page I wrote a message to them no answer I wrote a comment on their page saying I never got my products and low and behold MANY other people wrote the same things they never received their products they paid for as well! This company goes through and deletes all of our comments that spoke the truth-but I was able to see many other peoples comments before Charlottes Web deleted them off.

I made a purchase of CBD oil from *** on July 17. They offer a 30 Day money-back guarantee. I also subscribed for auto-purchase to be made very SIX WEEKS which was stated that the product would be sold at lesser/subscription price. They sent a second shipment in TWO DAYS and charged me full price, I tried to contact customer service via telephone, web site "Contact Us" form and email. They refuse to reply to anything nor refund my money as I requested. I don't care for their product and they have ZERO customer service. I want refunds for both shipments which total $63.14

This was my first time ordering with Charlottes Web. I had high hopes for my order that I ended up never receiving. I reached out to their customer service 5 times explaining this issue. I never heard back although they said they would be in touch with me 72 hours after I submitted my issue to them. I heard nothing. If their customer service is that unhelpful, I would not recommend buying from them. I will never order again from that as I believe it was a scam. I initially would have been fine with them sending a replacement of my order but now I want a refund as I do not trust them at all.

Supposedly there is a 30-day customer satisfaction guarantee, in writing, per the website. My order *** was placed 6/25. After receiving the product, I reached on out 7/9 via the online request form for assistance in initiating a return. I reached out again via phone, 7/19 leaving two voicemails. I reached out again via the online request form 7/20 as the 30-day period is now close to an end. Per the website, they are to send prepaid postage once a return request is made. They have several locations it is not clear where returns are sent to. I've received no response from *** I am seeking a refund/return of items.

I placed an order totaling $273.68 on 3/9 an dpiad for 2-day shipping. The order arrived on 3/12. When the order was received, the product did not contain a safety seal and the product was leaking. I contacted the seller on 3/12 via email and chat, as the business was closed for the day. I did not receive a response so I called and left a message on 3/15. I received no response. I was able to chat with a rep on 3/16 and they stated they would issue a refund. However, they did not state how the refund would be received. I have called, emailed, and sent a chat to determine the method but no one has responded and my credit card has not received a credit.

I made an online purchase for a significant amount (including second day air) from Charlotte's Web and did not receive the product for five days. I reached out via email to complain and received an automated response, similar to what others have reported, acknowledging my complaint and promising follow-up within 3-4 days. When I finally used the Charlotte's Web Chocolate Mint product, it was clear that the quality was inferior compared to what I previously bought at my local Wegmans. Despite repeated attempts to contact customer service, including a voice mail, I have not received any reply. My original ticket number is #C-[protected].

I have been ordering CBD from Charlotte's Web for years with no problems whatsoever until now. On August 22 I placed an order and as of today, September 13 it has not been shipped and my online account says it is "processing". I reached out via email asking for an update on August 31 and got an automated response saying that they would get back to me within 3 to 4 business days. I never got a response. I have reached out via phone three times Wednesday September 8, three times on Thursday September 9, one time today, Monday Sept 13, 2021 and have not been able to get anyone on the phone. I have left messages on their voicemail. I either need my order to be shipped ASAP or want my money back so I can purchase from a more reliable vendor.

When I received my order (#***) on 6/14, I noticed right away that I was missing an item (I ordered 2 gummies, but only received 1). I tried the "Live" chat bot, but there was no one there and none of the automated suggestions was the correct situation. So I called their numbers [protected] and [protected]). The message said all reps were busy, so I sat on hold for 15-20 minutes. I never got through. I decided to fill out their online form for support, which states it will take 4 days for someone to get back to you. I tried calling again first thing the next morning, hoping to beat the queue - same thing. Tried several times a day for a week - always the same message and I never got to speak to a real person. It's been a week now and no one has gotten back to me. I would like my missing product.

I placed an order on 12/15. I have yet to receive any shipping/tracking information or any other information needed, but I do receive 1-2 advertisement emails from this company on a daily basis (since 12/15). I have requested an order status on 1/6. The company indicates on their web site not to make multiple inquiries as it would slow their already slow response time. I did wait the 3-4 business days for them to reply. They did not. I have since made 2 additional requests for an order status or shipping/tracking information. Each of these requests have been kicked back by their system stating: "The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly." Which is not possible being that you cannot reach anyone by phone either.

Order date: September 13 Order #: *** Made a mistake when placed order for cbd balm. Hit place order button before putting in discount. It was a Buy one/get second 50% off. Also wanted to get clarification about how to use my reward points. Called that same day & left message. And have called several more times and sent email, Sept 15 with no response. No one ever answers phone. Just goes to voice mail. Not sure what is the issue with their company. This seems to be a recent issue for me because several months ago the phone was answered and when left message someone did call back & fixed my billing issue immediately. I really like their product but not sure what has happened with their customer service dept. Also they have limited service hours: 9-5pm MST. So not too convenient for those of us not in that time zone.

I have been unable to contact customer service for nearly 2 weeks. I have called 6 times and left messages, I have emailed 3 times, I have left 2 chat messages with no response. I was sent the wrong item on my subscription service and cannot get ahold of anyone to get the right item. I also have been charged the full price on two recent subscription service orders that were supposed to be free/shipping charge only. I cannot get anyone to respond to get my refunds and to find out how to return the incorrect item sent and get the correct item I ordered. I am a long time customer and am so beyond frustrated as I depend on these products and do not appreciate being overcharged as well. This is not my normal experience but has become extremely frustrating as there is no way to actually speak to anyone and to get any kind of response.

I accrued rewards points through the Charlottes Web buyers program equaling $25. I attempted to redeem these points (July ) and was issued a coupon code. The code does not work, however the rewards points were deducted from my account and my "rewards history" shows I used them in July . I did not. My order history does not show an order from the entire year of 2021. I contacted customer support twice via chat interface. The first time was July 25. The second time was two weeks later. Two weeks after that, I sent an email through the website. I waited a week, and have tried to call twice to speak to a representative. Their phone system does not let you enter a callback number when prompted, and then it goes to voicemail. It has been over a month that I've attempted contact several times to no avail. I have a $25 credit with this company that I am owed and I would like these rewards points added back to my account so I can use them towards my next purchase.

Placed on order on 4/15. Received an email confirmation on the same date and my account was debited on the same date for $81.83. Received nothing else, no shipment confirmation, nothing so called on 4/21 and was told my order had shipped the day before. I received an email follow up to the call on 4/21 with a tracking number. Checked the tracking number for the next 4-5 days and always stated the shipper was waiting for Charlotte's Web to provide the package. Waited a couple more days and tried to call merchant. No one answering phones as they'd gone home early. Sent an email demanding a refund since order was not shipped as I had been told...No response. A week after attempting contact via email and phone, I received an email stating my order was being shipped by a "partner" located in a state far from merchant's Colorado location, but with the same tracking number. Checked the tracking number again...same message, shipper awaiting receipt of package by merchant.

I made a transaction with Charlotte's Web April 3rd and placed a fairly large order. My order was about $172. I needed a new CBD product for myself and my son (we are both neurodivergent) and I have other severe health issues including bipolar and chronic pain that I am on disability for. I decided to go with this company because they seemed highly accredited by numerous websites reviews. It is now April 25th and I have yet to receive any tracking or any information regarding my order with the exception of the confirmation email I got the day of. The money came out of my account the exact time that I placed the order. And as you may know being an individual and disability and my income is limited, but medication is costly and CBD is the only thing that is effective for my son and I. I have reached out to Charlotte's Web numerous ways on numerous occasions. I would either like to know what's going on with my order or I would like my money back. This is a huge issues for me

I am a new but regular customer of Charlotte's Web (online). Local retail customer for a year now. Their product is providing relief for a family member and that is great. FIVE (5) orders in the past 60 days. About $600 in business over the past 2 months not to mention the local buying. Charlotte's Web refuses to send tracking information when an order ships. I have emails, calls and 4 *** business requests asking for tracking information just for my latest order on 6/30 (screen shots available) Plus tracking request on the past 4 orders. They are always reluctant or unwilling but mostly it is simply ignored. All CW orders ship late, they no longer honor 'ships same day if before a certain time' but that is OK. I am not in a hurry, I just need to know where the product is. My last order before this one place on 6/16 ($101.99), was stolen form my porch as nobody was here to receive it. It was shipped 2 days late without notice despite (*** 2 day) and Charlottes Web ignored or refused...to send me tracking info despite repeated requests (screen shots available). I am out $101.99. and forced reorder. And now with this new order, ZERO tracking or reply and request after request. Great product but brutal, unfriendly, uncaring service. They create massive stress and concern in this customer.

For the black Friday special they offered a 40% coupon. But once you added your items to the basket they did not give you any options to use the coupon. I kept on waiting for a place to add a coupon it never came up. It ordered the items with out being able to use the coupons or without giving you the option to confirm the order. I was only getting the items so I could use the 40% coupon. I contacted them on their web page though there online chat. They said I would have to call they could not cancel the order online. I called them twice that night. Was on hold several minutes then I was disconnected by them. I email them several times was sent a reply that I had to cancel on the phone. I told them if they would just use my coupon I would not cancel I only wanted to cancel if I could not use my coupon. I kept on getting the same reply must cancel on the phone. That would have been fine if they would answer there phone. I called back several times the next day. Was on hold for a long time then I was told to leave my phone number and they would call me back. They never called back. I called them back several times the same thing would happen over and over they never would answer the phone. They disconnected the last time and said they had to must call volume. I have never been disconnected from a business over and over because they had too many calls. They never returned any of my calls. I have placed many orders with them and spend a lot of money with them. But I have never received such awful customer service. They can not help you on there website, they refuse to help you through email or the telephone. They would not give me my coupon or cancel my order, but I did get an email from them today that said they have shipped the order with out the coupon at full price