Water ATLReviews of wateratl.co

Response from Water ATL· Nov 11, 2024

Hi, Thank you for sharing your experience, and we’re truly sorry for the frustration this has caused. We understand how disappointing it is to wait after receiving the mold kit, with limited updates on your order. Please know that we hear you, and we apologize for not meeting your expectations on communication and timely fulfillment. As a new business, we’ve faced our fair share of challenges, especially with custom orders. However, when it comes to what we can control—like sending out mold kits—we work tirelessly to ensure those steps happen quickly. Each mold kit ships out the next business day, reflecting our commitment to executing every part of our process with care and urgency. We recognize that our service has not been perfect, and as a growing business, we’ve made mistakes along the way. Yet, our work ethic and dedication to fulfilling every order have never wavered. We’re committed to overcoming these initial hurdles, and we’re happy to report that most back orders have been fulfilled, with new order turnaround times now down to 7-14 days depending on design. Please reach out to us at [email protected] so we can assist you personally with the status of your order. We appreciate your patience as we grow, and we’re dedicated to ensuring your experience with us is positive from here on. Thank you again for your feedback. We’re committed to improving and hope to restore your confidence in us. Best regards, Water ATL Support

Response from Water ATL· Nov 11, 2024

Hi, Thank you for reaching out and sharing your perspective. We understand how frustrating it is to hear explanations about frozen funds and delays, and we apologize for how upsetting this has been. Waiting on an order and feeling let down by repeated delays is unacceptable, and we take full responsibility for not meeting the standards our customers deserve. As a young, custom grillz business, we encountered some real setbacks with processing and funding earlier this year, which impacted both our operations and our ability to issue refunds promptly. We understand how frustrating and even suspicious that can feel, and we’re truly sorry for the impact this has had on your trust in us. Our challenges are never meant as excuses but as part of our commitment to being fully transparent with those who support us. We’ve worked around the clock to overcome these hurdles, and we’re now operating fully, with most orders fulfilled and refund processes cleared. Please feel free to reach out to us at [email protected] if you have questions about your order status or need assistance. We’d love the opportunity to make this right. Thank you for your patience as we continue to grow and improve. We’re committed to restoring your confidence in us. Best regards, Water ATL Support

Response from Water ATL· Sep 26, 2024

You’re absolutely right, and this situation is completely unacceptable. We understand how frustrating it must be to wait so long without proper communication, and we sincerely apologize for the lack of clarity and the delays you’ve experienced. The delays you’re facing are largely due to severe challenges we've had with payment providers freezing our funds, which halted many of our operations. Unfortunately, this affected not only the delivery of orders but also the processing of refunds. We completely understand your skepticism, but we want to assure you that we are working hard to get through these issues and process every refund as promised. If you still prefer a refund instead of waiting for your order, we will prioritize your case and ensure it is handled promptly. We know this experience has been disappointing, and we deeply regret how this situation unfolded. Thank you for your patience, and again, we apologize for all the frustration this has caused.

Response from Water ATL· Sep 26, 2024

We fully acknowledge that your experience has been unacceptable, and we take responsibility for the frustration we’ve caused. Your concerns are completely valid, and while the explanation below isn’t meant to excuse our actions, we want to provide full transparency. Over the past few months, we’ve faced serious challenges, including frozen funds from our payment providers due to chargebacks, which has brought our operations to a near standstill. This has led to significant delays in fulfilling orders, issuing refunds, and maintaining consistent communication. We absolutely understand how it may appear like we’ve gone “ghost,” but that’s never been our intention. Going silent is not how we want to run our business, and we’ve tried to stay active on social media, posting videos of grillz being made and orders being shipped, to show that we’re still pushing forward despite the challenges. We do not block or delete negative comments to hide, but rather to keep the conversation professional. We know we’ve made mistakes, and we’re offering clients the option of a full refund if they no longer wish to wait for their order. Your refund will be prioritized if that’s what you choose. We sincerely apologize for how poorly we’ve handled things, and we’re working every day to make things right. Thank you for your feedback, and again, we are truly sorry for the negative experience.

Response from Water ATL· Sep 26, 2024

You are absolutely right, and this is completely unacceptable. We take full responsibility for the lack of communication and the delay in processing your order. The explanation below isn’t meant to excuse our mistakes but to give you a clearer picture of the challenges we’ve faced. We’ve been dealing with frozen funds due to chargebacks, which has severely limited our ability to fulfill orders and issue refunds. Unfortunately, this impacted your order, and we should have kept you informed rather than leaving you in the dark. We completely understand your frustration, especially after waiting months without hearing back from us. It’s concerning to hear that your bank only refunded part of your payments. If the dispute wasn’t handled properly, we would be more than willing to provide any documentation or assistance to help you recover the remaining amount. Once again, we sincerely apologize for how poorly we managed this, and we want to make things right. If you’d like, we can discuss next steps to ensure either a full refund or resolving your order. Thank you for your patience, and we deeply regret the inconvenience this has caused you.

Response from Water ATL· Sep 26, 2024

You are absolutely right, and this is completely unacceptable. We sincerely apologize for the delays and the lack of communication. We take full accountability for the frustrations you’ve experienced, and while the explanation below doesn’t excuse our failures, we want to be transparent. We’ve faced significant operational challenges due to disputes and frozen funds from our payment providers. This has severely affected our ability to fulfill orders on time. We promised to overnight your order, and we failed to deliver on that promise—there is no excuse for leaving you without answers for months. This is not how we want to run our business, and we deeply regret that it has come to this. Our social media presence is meant to show that we are still producing and shipping out grillz, despite these challenges. Going silent was never the goal—we want to keep clients updated, but clearly, we have fallen short in doing so. Your comment about being in Atlanta and having expectations for quick service is valid. The delays are due to the complexity of our grill designs and the operational challenges mentioned above, but we are actively working to resolve them. We deeply regret the inconvenience and frustration this has caused, and we understand your skepticism. If you no longer want to wait, we are willing to process your refund immediately. If you prefer to wait for your grill, we will ensure it is prioritized. Again, we apologize for this experience and appreciate your honesty. We are working to fix these issues and regain your trust.

Response from Water ATL· Sep 26, 2024

You’re absolutely right, and this situation is completely unacceptable. We sincerely apologize for the distress and frustration you’ve faced. Your experience does not reflect how we aim to serve our customers, and while the explanation below isn’t meant to excuse our shortcomings, we want to provide transparency regarding the issues we've encountered. We’ve been navigating serious operational challenges, including frozen funds from payment providers due to chargebacks, which has severely impacted our ability to fulfill orders and process refunds in a timely manner. This is one of the most difficult issues a growing business can face, and it’s unacceptable that you’ve had to wait this long for your order and your refund. If you requested a refund back in August, it should have been processed promptly. We take full responsibility for the delays and communication failures. If you would like to proceed with a refund, please let us know, and we will prioritize your request to ensure you receive it as quickly as possible. We truly regret the negative experience you've had and appreciate your feedback. We're committed to resolving these issues and earning back your trust. Thank you for your patience.

Response from Water ATL· Sep 26, 2024

You’re absolutely right, and this situation is completely unacceptable. We sincerely apologize for the horrendous experience you’ve had with us. Your frustration is completely justified, and we take full responsibility for the delays and the lack of communication regarding your order. Waiting for months without receiving your order or any updates is utterly disappointing, and we understand how that feels. Unfortunately, we've been facing significant operational challenges, including disputes and frozen funds from payment providers, which have hindered our ability to fulfill orders on time. However, that does not excuse our poor communication with you. If you have requested a refund, we want to ensure it is processed immediately. Please reach out to us directly, and we will prioritize your request. We are genuinely committed to improving our communication and overall service to ensure that no one else has to endure this kind of experience. Thank you for sharing your feedback, and we appreciate your patience as we navigate these challenges.