HATCH – Cashback, Rebates & Rewards

After seeing a promo for their new product on Shark Tank, promoted by Chris Sacca, their Shark Tank investor, I made the mistake of giving them my money for one of their new devices which I never received. At the time of purchase, I was given a ship date of 5/8/2020. When the device didn't ship, I reached out for an ETA and on 5/11 I received a response telling me it was my fault I was unable to read their website correctly and that shipments would begin on 5/13. I was a little insulted by the email, there was no misunderstanding, the site clearly stated ship date of 5/8, nowhere was the date 5/13 to be found and nowhere were the words shipments beginning, it very clearly stated an exact shipping date. So, I reached back out and received another insulting email telling me I wasn't the only person who couldn't read, there were others as well. In the interim, I reached out to the CEO, Ann Crady Weiss, who apologized, told me the real reason was they got overwhelmed, and that she had escalated my concern and I would receive contact within 24 hours, and "very likely much sooner", I never heard back at all. I reached back out to Ann to let her know about the lack of response from a supervisor and the new insulting email from her customer service rep but never got another response. I also reached out to Chris Sacca and have yet to get a response from him as well. With no help from Hatch, I reached out to Amazon Payments who I used to pay for the transaction and they are still looking into it. In the mean time, I received an email from Hatch stating my order had been cancelled and a refund issued, but, as of this posting, no refund has been issued. While I know it can take some time to show up on a credit card, if the refund had been issued, Amazon Payments would have notified me immediately, they have no record of it. So, I paid for a product with a stated shipping date and delivery time and then never received it. I was told by the CEO someone would reach out and assist me, that never happened. My order was cancelled and I was told a refund was issued, that never happened. What did happen is a flippant customer service agent accused me twice, as well as other customers, of not being able to read. Now that I've had an issue, I've become aware that the company does not have a published phone number. This would have been a red flag to me and should be a red flag to any consumer, but with the promotion by Shark Tank and Chris Sacca personally, I didn't do the proper research, what is becoming an expensive lesson. I've also now seen other reviews for the company about the poor customer service. I would highly discourage anyone from trusting this company. All I got in exchange for my trust, and my money, was lies and insults.