Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered a product. estimated arrival was Nov 14. i am in the US so i understand that maybe the estimate was for a canada destination but my issue is that i dont have the product and have been unable to get any info from Greasy Groove about the status. Has it been mailed? Is there tracking? I called. nobody answers. I tried three email addresses, including the one that the receipt says i should (which bizarrely is an email directed to "no reply" so i would like to get the status, or the product, or a refund. thank you. completely lack of customer service from this company

  Business Response

  Date: 22/11/2024

  Hi,  
  One of our shippers ******* ***** has a current labor dispute resulting in a Strike and non movement of shipments - this is causing us many challenging issues. 

  We are unable to give shipping updates at the moment.  You have been refunded via your original payment method.

  We are trying to retrieve, update, repack or redirect packages where we can but its very difficult due to low or no response from the shipper.   ****** **** assures us that they are looking to get the issue resolved quickly and we hope for positive news coming soon.   Unfortunately, the level of emails and phone calls that we receive about shipment updates are causing us more delays  so we have to center our priorities on fulfilling our orders and dealing with the current shipment challenges.  All orders are being dealt with in a timely manner but there are external delays that are causing an increasing shipping backlog.   
  We are trying our very best to answer your shipment concerns and apologize for any inconvenience.

  We value our customers greatly and are growing to better serve you. Here at Greasy Groove, we are exceedingly busy at the moment and hiring new staff to cope with our growth. 

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered guitar parts from this seller and emailed them about my tracking number. When they did not respond to my emails, I made an expensive international phone call, and was upset about their lack of customer service causing such. The person on the phone hung up on me and canceled my order.

  Business Response

  Date: 14/06/2024

  This customer (******* *******) placed an order with us late on Friday June 7th.  We processed the order on Moday 10th June and the package was awaiting collection.  On Tuesday 11th June we received a very rude phone call from the customer about him placing an  international call and complaints about a tracking number.  The customer purchased the cheaper economy shipping which does not include tracking.  We do offer multiple methods that are tracked for a few dollars more.  The customer made it plain that this shipping was unacceptable to him so we did what we thought best and refunded the order.   I do instruct all of our staff that rudeness or abusive behavior of any manner will not be tolerated.  Mr. ******* was told about his rude manner before the call was ended and that made him extremely angry.  We have since received numerous emails from this customer with continued antagonization and this post is part of his trashing campaign towards us.  We sell many thousands of pickguards annually and have relatively very few complaints.  We continue to listen to your feedback and improve our service to serve our excellent and growing client base.

  Customer Answer

  Date: 17/06/2024

   I am rejecting this response because: It is full of inaccuracies. Greasy Grooves sent me an email, of which I am sending a screenshot, telling me I would receive a tracking number. I emailed them requesting the tracking number, but they rudely did not respond. I then called them and was upset they did not respond and I had to make an expensive international call because they did not answer my email. They hung up on me and canceled my order without my requesting this be done. They falsely and fraudulently promised me tracking of my package and then ignored my email then rudely hung up on me and canceled my order. Now they are defaming my character and misrepresenting the facts and lying. I have also requested contact from the boss of "*****" who is at least partially responsible for this debacle, but he rudely won't provide ne with said information. I would like this situation fixed.
  
  
  

  Business Response

  Date: 17/06/2024

  From my view there is nothing to reject here. Mr. ******* was fully refunded  after 2 business days because he was unhappy with the shipping situation.  ******* ******* could have easily placed another order and chose his required shipping option.  It seems that Mr ******* has an agenda to strike back with a complaints.  As a company, we do have to protect ourselves against such negative agendas and abusive behavior - unfortunately the BBB gives a great forum for this kind of activity.   All that we ask is that you call us or correspond with us in a respectful manner.  I am always happy to help our great customers and resolve all issues.  This issue was resolved in a timely manner and the purchase was fully refunded.  I do not understand what the Mr ******* is asking for here.   In the short time (2 weeks) since this incident we have served hundreds more very happy customers and we continue to grow.  I invite anyone who has any issue my company to contact me and resolve all issues to their satisfaction.  Had Mr ******* simply told me what he wanted as a resolution it would have been dealt with accordingly.  

  (902* ********

  *********************

   

  Customer Answer

  Date: 17/06/2024

   I am rejecting this response because: I requested this business contact me to fix this order, but they refused. I have emails proving this. They are the ones who promised me package tracking and did not send me the tracking number. They are the are the ones who refused or pathetically neglected to answer my email requesting the tracking number they promised. They are the ones who hung up on me and canceled my order without my request or permission. They are also the ones who are defaming my character, which I can prove through recorded communications. It was also Greasy Groove, that refused to escalate my complaint within their company and simply ignored my request to do so. If this company wishes to make all these wrongs right, they should simply offer the olive branch of sending my little order, with the promised tracking number without charging me, since they so rudely canceled my order and committed several wrongs against me. This company says I expressed dissatisfaction about the shipping, which is a total lie. I expressed dissatisfaction over the fact they did not answer my email requesting the tracking number they promised me, which caused me to make an expensive international phone call. Now they want me to call them again and beg them to reorder what I did not cancel? So disrespectful.
  Now they falsely say they canceled my order because I was dissatisfied with the shipping. This is false and I have an email they sent me where they told me they canceled my order because they claim I was rude go them. Which of these contradictory stories is true?
  
  

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order with order number 000143532 at 14/11/23 , i am from Greece so i understand it takes a lot of time to arrive but i still have doubts so i sent a couple of emails to support and to info and i still haven't got a reply even after 2 months , i wanted to ask for the tracking info since it says not applicable , i would please like an explanation about my problem.

  Business Response

  Date: 04/03/2024

  Order # 000143532 (The order confirmation email was sent)

  For ???st?? ????????  Chris Tzirinis

  We have sent you an email to explain this.  You chose and purchased the Cheapest economy shipping method which does not have tracking,  The item (Pin Up Girl Black Negligee Black - RG-550) has shipped from us and can take a number of weeks to arrive by surface post.  Its shipped from Canada and will arrive in Greece given time with that shipping method.  We always advise purchasing a tracked shipping method for time sensitive deliveries.  Email us at [email protected] and we will rectify all issues.;  Davey

  Customer Answer

  Date: 04/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21372390, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:28/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Mr. ***** of Greasy Groove 11/27/22 for custom pickguards. I was informed guards he had in stock for *** ***** “should fit” (it didn't), yet the ES-335 guard would have to be sent to him as a template to match. The ES-335 guard arrived 12/15 at 2:54 PM, yet owner claimed he didn't see it. Sent follow up email a business day later, no response. Called the number listed on their site and elsewhere online, line goes to a fax machine. Located the business on **, sent a message, and noted the suspicious nature of this. Mr. ***** then became belligerent and insulting, cancelled orders, processed refund, and said ES-335 guard would be shipped back and any others sent to him would be returned in a “timely manner”--he did, in fact, have my guard in his possession. I thankfully received my ES-335 guard yesterday, 12/27. My other guard from a *** Paul, as well as the replacement guard purchased that did not fit, was shipped to the business 11/30, arrived 12/23. Unsurprisingly, No communication from the business. I asked 12/27 when I should expect my property to be returned. Mr. ***** then claimed this had already been refunded and sent back. Not true—there is nothing to refund (work commissioned hadn't started for this, no transaction took place yet) and the business just received my item this last Friday. After correcting the business owner on this confusion, he stated “I will think about it” in response to whether or not my property would be returned, hence confirming he indeed does have my property in his possession. After noting I will contact authorities regarding this theft, Mr. ***** then stated: “You are delirious I have nothing of yours. Please just stop acting like a fool.” This is now the 2nd incident of Mr. ***** claiming they have not received my item, but is now refusing to return it unlike the first pickguard. I just want my property back and to move on from dealing with this business, but unfortunately don't have recourse for such international theft.

  Business Response

  Date: 04/01/2023

  Hi,

  Here is my response explaining how my company handled this very difficult customer.

  
  

  This customer was having a custom pickguard manufactured by us. He mailed his original pickguard to us as a template and it took over 2 weeks to arrive with us. *** became very impatient and started to become rude, threatening and an internet bully. As a company that sells hundreds of products weekly to our very satisfied and appreciative customers, I have zero tolerance for rudeness, bullies or threatening behavior to myself or my staff.  

  I gave him a complete refund immediately and then he became even more unreasonable and angry. 

  Tracking for his item **** *****************7  (Dec 19, 2022) 

  Full Refund (Item and shipping) - $36.28 Dec 19, 2022 Transaction ID: f1aa39ks

  I tried to do the right thing by him but sadly there was no more that I could do other than a full refund and send his item back to him. In the meantime we continue to grow and offer great products at great prices. We use all feedback to help us to understand our business more and constantly improve. Our custom shop has supplied to the major OEM’s and 20 years of successful business tells me that we have thousands of awesome customers to focus on. Davey
  Update!!
  After all of this - This customer has actually sent us yet another pickguard which we received on Dec 23, 2022. We were closed for the Christmas break until Dec 28, 2022. In that short time the customer has decided to call this theft???. We are sending his original pickguard back with a new one free of charge with our compliments and he still remains angry and unreasonable.  

  Tracking for return of his pickguard and a complimentary one made by us for free: UPS 

  ******************  **** ** **** * *** ******** *** ***** *** ***** 

  Anyone who has any concerns about our company is welcome to call my cell (***********9 and discuss issues and how we can help and avoid this time consuming game being played here.
  

  My name is indeed ***** *** ***** and i proudly stand for Greasy Groove Inc 

  
  

  Please let me know if i can be of further assistance.

  
  

  *****

  Mon-Fri 9am til 5pm Atlantic Time

  Confidentiality Notice: This email may contain confidential and/or private information. If you received this email in error please delete and notify sender.

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because: Owner states I "became very impatient and started to become rude". Package arrived on Dec 15th, business owner previously stated “I will certainly let you know when i t arrives”, which clearly did not occur. Emailed Dec 16th asking if the package had arrived, no response. Waited until Dec 19th due to the weekend, sent another follow up, no response. Again, tried calling, went to fax. Then sent a message via social media, noting the lack of communication for numerous days was rather suspicious, is it not? At this point, Mr. ***** became offended over the word “suspicious”, immediately canceled my order, and sent back the first pickguard—I wasn't given any other option, and as Mr. ***** noted “sadly there was no more that I could do other than a full refund and send his item back to him.” There are many avenues for what could've been done, first off: communicate. But this is clearly too much to ask, and me asking for an update is received as rude and being an internet bully.
  
  
  “Update!!
  After all of this - This customer has actually sent us yet another pickguard which we received on Dec 23, 2022. We were closed for the Christmas break until Dec 28, 2022. In that short time the customer has decided to call this theft???.”
  
  This is an embarrassingly sad attempt to frame the scenario as something other than what it was. Owner tried to make it seem like after this dispute began, I then sent another pickguard to Greasy Groove—entirely not true. As stated previously, this pickguard in question was shipped to the business on Dec 12th, arrived Dec 23rd. Dispute began around Dec 15th/16th.
  
  Owner created a shipping label two business days ago, yet has failed to hand a package to the carrier--still in possession of my property, and no sign of it moving forward as of writing this.
  
  Furthermore, Mr. ***** has threatened legal action due to "slander" (slander is spoken, libel is written, either would have to contain false information). What's rather odd is that Mr. ***** implicated himself more than once via our correspondence in writing, yet I'm supposed to believe anyone would legally represent him? Weak scare tactic. Reviews exist for a solid reason—to accurately describe one's experience, whether that be good or bad. Nothing I have presented has been false and have documentation to prove it (more than willing to share to anyone to review), yet Mr. ***** repeatedly lies, manipulates, and frankly has no sense of service or simply doing the right thing.

  Business Response

  Date: 06/01/2023

  I have fully refunded and returnred all items to this customer and given him a completely free product and incurred all shipping costs,  There is nothing more that i can do.  My *** ********** has an agenda to try to cause harm to my company.  Thiis last complaint from him is so outrageously unreal that i am lost for words.   Greasy Groove sell hundreds of items weekly to extremely happy customers and we will continue to grow and serve our customers exceedingly well. 

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  Pending no further issues, I accept the business's response to resolve this complaint. Tracking notes that package was finally handed to *** after 3 business days, will be watching closely until arrival.