Reply from heyabby.comDec 15, 2024
Thanks for your review. After thoroughly reviewing your case, we’d like to clarify a few points regarding your order and the upgrade process.
The starter set and humidifier were not included in your original order or in the upgraded 420 Pro order. While we do have holiday specials on smart accessories, including a 30% discount, these items still need to be purchased separately and are not provided for free. Our customer support team shared a screenshot directly from our website with you, clearly showing that these accessories need to be added to your cart and paid for if desired.
We understand how this situation may have been frustrating, and we apologize if there was any misunderstanding. However, we hope this clarification provides a better understanding of the process. Please feel free to reach out if you have additional questions or need further assistance.
Update:
We’re sorry to hear about your frustration and confusion, and we’d like to clarify the situation further based on our follow-up with you after receiving your review.
Upon reviewing your order, we confirmed that it did not include the starter kit or humidifier, and the payment amount was actually lower than what you mentioned. To ensure there was no misunderstanding, we provided supporting details, including the order receipt, payment confirmation, and screenshots from our website showing orders that do include the starter kit and humidifier for comparison purposes. Additionally, we shared that you received an extra $76.34 in savings on top of the holiday deal due to the exclusive upgrade offer, along with a detailed calculation.
As we mentioned, during the holiday season, we have new releases and high-demand products. Pre-order and shipping ETA information are always listed on the product detail pages for transparency. For reference, we attached a screenshot showing that the SE version and GrowMate are currently on pre-order, while accessories like the BudCam and Grow Light are on pre-sale. These updates are based on demand, supply, and stock availability.
We completely understand your feelings. However, we hope you can understand that it wouldn’t be fair to expect our support team to send a starter kit or humidifier that was not part of your order or payment.
Our goal has always been to provide clarity and transparency to ensure you have a positive experience with Hey abby. That’s why we’ve shared all the facts and supporting evidence to address your concerns thoroughly. If you ever have further questions or need assistance, we’re always here to help and support you.
Thank you for your understanding, and we truly hope you enjoy using your Hey abby grow box.
