Only keeps going downhill
I liked this site a lot years ago, the prices were good and shipping fast but my last orders are full of hiccups. Some months ago I ordered something and it wasn’t shipped for over a week, seemed they weren’t going to tell me anything until I reached out and found out they had a quantity error on their website. They ended up sending me less than I ordered, but refunded me for precisely the amount less that I didn’t get. That was my initial annoyance, as I waited a really long time and got less than I ordered with bad communication. This time I wanted to return something but they make you pay the the shipping so basically the item will now serve as a paperweight, shameful that it will go to waste. That combined with the fact that they gradually keep increasing the order threshold for free shipping I’m just over it. Will be finding an alternative site to buy my replacement and forgetting this one altogether. Sad because I sent numerous friends to this store who are now regulars too.
Edit: I have already reached out and conversed plenty with the customer support. The box is still being used as a paperweight and will be going to waster because of this incident. Will not be returning to this store as long as i still have to look at the papers everyday, my disappointment is unchanged by your feedback
Reply from Der beliebteste Headshop: buyhigh.de
Hi,
Thank you for your honest feedback. First and foremost, I want to sincerely apologize for the negative experiences you've had with us. Mistakes can happen, but hearing about yours highlights areas where we need to improve—and that’s invaluable to us.
Regarding the free shipping threshold, we completely understand your frustration. Rising costs for packaging, shipping materials, software maintenance, licensing, and new government regulations have forced us to make adjustments. While our threshold is now set at €39, we’ve worked hard to keep it as fair as possible compared to other stores, many of which start at €50 or higher.
In the meantime, we had raised the shipping costs for DHL to EUR 5.95, which would have just about covered our costs, but (because we know how painful shipping costs are) lowered them again to EUR 4.95.
Incidentally, we have already received another price increase from UPS and DHL for the coming year. We will again bear these costs and not pass them on to the customer.
As for returns, we require customers to cover shipping costs for items returned due to personal preference or ordering errors. This policy is in place to keep our overall pricing competitive for everyone. Of course, in cases of defective or incorrect items, we always cover the shipping costs—our mistake, our responsibility.
I’d really appreciate it if you could reach out to us at service@buyhigh.de so that our team can take another look at your case. We’ll do our best to find a resolution that leaves you satisfied, because your trust and loyalty mean a lot to us.
Thanks again for your feedback—it helps us grow.
Best regards & stay high,
Janosch
buyhigh.de