Platform Resolution TeamReviews on record for highpeakco.com

Reply from Platform Resolution Team· Oct 18, 2026

We take customer service very seriously and would like to look into this. However, we haven’t been able to find an order or any support emails under the information available with your review, so we’re currently unable to verify the order or communication you’ve described. If you believe we’ve missed your messages, please email [email protected] with your order number and the name and email address used at checkout. Those details will help us locate your purchase and address your concerns. We reply to all messages we receive, we take that very seriously, and we’re here to help. Update: We have sent you multiple requests for your order number or name so we can look into this for you and have not heard back. We are here and happy to help, but cannot find any unresolved emails at this time based on provided information. Update 2: Thank you for providing your order number. We double checked and we do not have any emails in our inbox referring to that number, but our team is reaching out to you now.

Reply from Platform Resolution Team· Sep 23, 2026

Hi, We’re sorry to see this. We did reply to your email and asked for a little more information so we could investigate what was received and help make it right, but unfortunately we never heard back from you. We’re still happy to help if you’d like to continue the conversation with our support team. — HighPeak Support

Reply from Platform Resolution Team· Mar 2, 2026

Update 3/5/26: Trustpilot has confirmed that the reviewer did not respond to the verification request for additional information about this experience. As no order number, product details, or follow-up information were provided to either Trustpilot or our support team, we currently have no way to locate or validate the transaction referenced in this review. Our team remains available to investigate immediately if the reviewer chooses to provide the necessary order details. Original: Jeremy, we have officially requested more information from you through Trustpilot’s verification system so we can identify your order and investigate your claims. At HighPeak, we maintain strict quality controls: if any product on our platform falls below a 3-star rating, it is immediately removed from our catalog. HighPeak serves over 150,000 customers, and we take product performance very seriously. Because no product or order number was specified in your review, we cannot verify this experience in our system. We invite you to provide your order details through the Trustpilot request or email us directly at [email protected] so we can resolve this for you immediately.

Reply from Platform Resolution Team· Mar 2, 2026

We’d like to clarify the documented timeline of your order for transparency. The Timeline: Your order was shipped on Dec 7 and delivered on Dec 17 to the UK. That is a quick international delivery window to the UK during the busiest month of the year (December). This documented delivery timeframe does not align with the “month and a half” delay referenced in your review. The Communication: You emailed us on Dec 11 at 4:23 AM, and our team member, Savannah, replied the same day at 10:28 PM with your tracking and a helpful update. The Tone: Our response (shown below) was polite, same-day, and focused on providing delivery updates. We take professionalism seriously across all support interactions. Our support response below reflects the tone and content of our communication. Here's the exact email conversation our support team had with you: "HighPeak Support ([email protected]) Dec 11, 2025, 10:28 PM to val****@btinternet.com Hi Val! 😊 Thanks so much for reaching out — I’m happy to share an update on your order! 📦 Order #XXXXXX – Tracking Info: Your tracking number is: XXXXXX (Adding XXXX for privacy reasons) You can follow it here: Track My Order 💡 Right now, your package is en route to the UK and will be handed over to Yodel for final delivery. From there, you’ll start seeing more specific tracking updates — and it really shouldn’t be much longer at all! Thanks so much for your patience, and feel free to reach out if you have any other questions along the way 💙 Warmly, Savannah ✨" ---- We take professionalism seriously within our support team and do not tolerate inappropriate communication. Our December 11 response was polite, informational, and focused on tracking updates. We also want to address the specific language used in this review. Statements describing our communication as “aggression and the complete lack of common sense” and suggesting this is “run by a bunch of children with behavioral issues” do not reflect the documented correspondence or the professionalism of our support team. If there is specific language in our correspondence that you believe was inappropriate, we welcome you to forward it so it can be reviewed internally. We are committed to maintaining clear and professional communication standards at all times.

Reply from Platform Resolution Team· Mar 2, 2026

We would like to clarify the full timeline for transparency. This order involved a shipment that was not successfully delivered due to a carrier issue. When the issue was reported, we immediately opened a carrier investigation to find out why the item was stuck in transit, which is the standard procedure for lost-in-transit claims. Throughout this process, we remained in continuous communication — over 20 documented email exchanges — working toward resolution. We will attach some emails here for transparency: ---- Wendy Kemmerer [email protected] Tue, Dec 2, 2025, 11:56 AM to me What is the actual status of this order? The order was place 11/12 and it’s still saying another 23 days? Ridiculous since this was supposed to be a Xmas present. --- HighPeak Support [email protected] Wed, Dec 3, 2025, 4:27 AM to Wendy Hi there! 😊 Thank you so much for reaching out—and I completely understand your concern, especially with this being a gift. I want to clear up a quick tracking detail and make sure you feel confident in where things stand. 📦 Order Tracking: XXXXX 💡 Just to clarify: the number you're seeing (23 days) is how long the order has been in transit, not how many more days it will take to arrive. I know that can be a little confusing on the tracking page—thank you for pointing it out! Your order is for the full-size body massager, which is considered an oversized/bulky item due to its size and internal components. Because of that, it ships via a specialty bulk carrier, which does take a bit longer than smaller parcels. This is also noted at checkout for this product category. That said, I agree—it looks like it’s been a bit longer than usual since the last tracking update. I’ve already reached out to the carrier directly for a status update and will follow up as soon as I hear back. 📍In the meantime, could you kindly confirm your full delivery address, just so I can make sure everything is 100% correct on our end? Thank you again for your patience—we’re keeping a close eye on this and I’ll make sure you’re updated every step of the way 💙" ---- Customers are always fully protected under HighPeak Refunds+ if items arrive damaged or not at all. Once the carrier confirmed the shipment was lost, we approved a full refund. However, chargebacks had already been filed on the transaction while we were in mid resolution and active communication. Under card-network rules, merchants are legally unable to issue refunds while a dispute remains open (the option literally disappears). This restriction is enforced by the payment processor and card issuer — not by the merchant. We clearly communicated that the chargeback needed to be formally closed through the issuing bank before a refund could be processed. Instead of allowing the standard process to complete, our support team had to go back and forth explaining the situation. For context, a separate order for the same item was placed by your husband. Despite facing the same carrier delay, his case was resolved with a full refund as soon as carrier confirmed because the standard process was followed. This confirms that our systems work as intended when disputes do not block the refund path. Regarding collections: this action was not taken immediately or without notice. Multiple written notices were sent after the bank-assessed chargeback fees were incurred. Escalation occurred only after deadlines passed without payment or resolution and after we did our best to advice against the chargeback closing as it incurred fees that could've easily been avoided for everyone involved. The balance referenced reflects documented card-network chargeback fees imposed on our platform and distributor due to the dispute process. These fees are not arbitrary and are fully recorded. We maintain complete written records of all communications and remain confident that this matter could have been resolved quickly had the standard refund process been followed as we advised.

Reply from Platform Resolution Team· Mar 3, 2026

Update 3/6/26: Trustpilot confirmed the reviewer did not respond to the request for additional information. Without order or product details, we are unable to locate or validate the transaction referenced in this review. Our team remains available to investigate if the reviewer chooses to provide those details. Original: Hi Wade, We’d like to look into this, but there aren’t enough details here for us to identify your order. We’ve requested additional information so we can review the situation properly. If you’re able to share your order number or contact [email protected] directly, we’ll be happy to investigate and help out!

Reply from Platform Resolution Team· Mar 3, 2026

Update 3/5/26 - The email associated with the purchase appears to be [email protected]. We will send you an email there now. Please check both your inbox and spam folder. If a different email is needed, please let us know and we will gladly resend everything to the correct address. Original: Hi Barb, We’re sorry to see this feedback and would like to clarify the timeline. You emailed us on December 29th at 4:16 PM requesting a return and mentioning the gift card. We responded the same day at 11:26 PM with return instructions, clarification regarding the product, and confirmation that the $20 gift card had been automatically sent to b*****[email protected] (using *** for privacy) shortly after purchase. We did not receive a follow-up response after that email, but we remain ready to assist. If the gloves you received differ from what is shown on the product page (including the demonstration video second on the media carousel), please let us know and we will review it immediately. You can review the product again here: https://highpeakco.com/products/pet-hair-remover-glove Please respond to our email from December 2025 ([email protected]) and we can help. Update 3/5/26: Your update states that no email was received regarding return instructions or the $20 gift card. We have confirmed that our response was sent on December 29, 2025 at 11:26 PM to barb****[email protected], and that the $20 gift card was automatically issued to the same address at the time of purchase (sent within 5 minutes of your order date/time). These actions are timestamped and documented in our system. We are able to provide screenshot verification of both emails -- the response to your email and the gift card. Let us know if you'd like us to share those here or via email. Our support responses and promotional credits are system-tracked and automatically triggered. There is no operational scenario in which withholding either would benefit our platform. This concludes our clarification of the documented timeline for this order. If you'd like further assistance or clarification please email us at [email protected] our team works 24/7 to assist every customer.

Reply from Platform Resolution Team· Mar 3, 2026

Jonathan, We’d like to clarify the timeline and delivery status for this order and your review. You contacted us on December 23rd regarding tracking. We replied as soon as we could during the Christmas rush with updated carrier information and confirmation of delivery. USPS records show the package was delivered on December 29, 2025 at 1:14 PM to the address provided at checkout. We did not receive any follow-up communication after delivery indicating the package was missing, but we remain available to assist directly at [email protected] Regarding inventory, HighPeak operates as a global marketplace platform similar to Amazon or Walmart. We are new so we work with distributors, brands, and warehouse partners worldwide. Some products ship from our U.S. facilities (adding more every quarter), others from our U.S. based brands like BUILT and Ember, while others ship directly from international partner warehouses depending on inventory availability. We remain available to assist directly if you need further help.