ComplaintsforGrenco Science, LLC.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 items on 6/3 and received a shipping confirmation on 6/4. My package has not been received by **** and I have been contacting Gpen customer service. **************** has given me the run around and my item still has not updated days later. The package was a birthday gift and now theres no telling when and if I will receive it. I have asked the company for a replacement not a refund as I need the items and you can see from tracking **** has been waiting on the item since 6/4. I just want my package not a refund and they will not help me. This will be my last time purchasing from them.

  Business response

  06/20/2023

  We are very sorry for the trouble this customer has had in tracking their order. Our records indicate the package should have been delivered to them on 6/9/23 as indicated with this tracking link: **********************************************************************************

  If they have not received the package delivered as marked, we will be happy to send a replacement order to them.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 05/08/2023 I purchased a GPen Roam from my local Trulieve. It was getting clogged after one dab and concentrate was leaking onto underneath the atomIzer although the seal was in its notch to be air tight. The atomizer was already black and already had a noticeable taste difference. I messaged into support providing evidence of the malfunctions and after a long wait I was told Id be sent a replacement and could choose a Roam or Connect so I ended up choosing the Connect. Well the Connect arrives 05/22/2023 and almost instantly I notice some cosmetic blemishes but dont worry to much until I go to use the device as thats when the aromizer started smoking so I decided to do a burn off before I used it. When I took my dab I got a horrible rubbery mechanical taste! It tasted and smelt like burnt glue or something! I decided to try some more and then the Connect just stopped working for me completely after 3 dabs! The male adapter piece on the Connect is loose when inserted into my female adapter piece on my pipe as well as where the adapter goes into the Connect theres a gap. This Connect feels super low quality compared to the Roam and at least the Roam still powers on.

  Business response

  05/31/2023

  We are sorry for the negative experience this customer has had with our products. Our records indicate that despite being sent a fully different product as a replacement for their original unit per their request, they are unhappy with the replacement received. Our representatives have still provided replacement parts for the original product despite it no longer being covered due to replacement with a different device. If there is any trouble with either product moving forward, we would still be happy to assist with troubleshooting and warranty if necessary.

  Customer response

  05/31/2023

   
  Complaint: 20104507
  
  I am rejecting this response because: Theres issues with the Connect I received and the replacements sent fixed only one issue as it still has a burnt glue smell and taste! The Roam still gets clogged after a few dabs and the glass rattles! As I said before Im willing to send all this junk I got from you all for a new Roam or credit to try a ****.. really wish I wouldve never spent my money on this.. bought the original device on 05/08 and here I am nearly a month later without a properly functioning device!
  
  Sincerely,
  
  *****************************

  Business response

  06/06/2023

  Per the customer's request, we have sent another full new unit to start completely fresh. If there is any trouble with it, our representatives will be happy to further assist and troubleshoot.

  Customer response

  06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although they denied giving me a refund or proper credits as well as sending a variation of the same model & price I accept this and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a g-pen dash as a Christmas present in 2021. Initially it worked fairly well, did what it was supposed to do, felt like fairly good quality construction, basically I was happy with the product. Beginning of March 2022 the unit just stopped working. LEDs show fully charged, yet when activated shows purple lights and chamber does not get hot. Contacted company via email, was informed that I needed to send a video of unit, and how it fails and a receipt from purchase. I uploaded a video as directed, and cannot get a receipt from purchase as I didn't purchase it. Finally contacted company and informed them status of receipt their response was "have a good week" I'm assuming that this is the end of what was purported to be a warranty on their product. This is just unacceptable to me.

  Business response

  05/15/2023

  We are very sorry this customer has had trouble with the warranty of their device. We provide a one year warranty with all purchases, and require a valid proof of purchase to confirm the purchase date and warranty period of each unit, which is all that would be needed to provide the replacement unit in this case. We will make an exception to the general policy and procedure to send a replacement device to this customer, which they will receive shortly. We recommend this customer still attempt to locate their valid proof of purchase if they need warranty support at all in the future.

  Customer response

  05/19/2023

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

  Thank you for your intervention in this. I have received my replacement unit.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a GPen Elite 2 for $250 when they first came out. It failed after about 4 months. I contacted the company and they sent me a replacement. It is now about 4 or 5 months later and the replacement failed. I now live in ***** and I cannot receive a vaporizer mailed to me. I spoke with the company and they suggested that they could mail it to someone in another state and then that person could mail it to me. I do not want to do that and instead asked them if they could ship it to one of their vendors in ****** ** and then I could physically pick it up. I've emailed them 3 times about this and they do not respond. At this point I just want my money back.

  Business response

  03/13/2023

  We are very sorry for the trouble this customer has had with their device, as well as the difficulty in shipping replacement units to their state, which has strict shipping restrictions. We have found a way to get a new replacement unit to them, which they have confirmed receipt of as of 3/13/23. If there is any further trouble, we will help the customer to the best of our ability. 

  Customer response

  03/13/2023

   
  Better Business Bureau:
  
  

  I wanted to let you know that the business resolved my issue.  Please **** the complaint as resolved.  Thank you.

   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 items on Dec. 9th. Received all emails about shipping and a tracking # on Dec. 15th the item was showing not shipped. I inquired about my package through the company's website at 8:41 AM. At 3pm, after receiving no email reply, I called the company. I spoke with someone who would "check with the warehouse". I received an email later that evening at 9:30PM stating "I spoke with our warehouse and they have informed me that your package has just gone out with **** today. Your tracking should update soon". I sent back a thank you email. I kept a watch to see if the tracking would update, it didn't. I emailed the company again to have them confirm the item had shipped or start a refund. No response again so I called, and called and called. Finally the call was answered to tell the item was not shipped the previous day as I was told but was just "sent out" and the only way I can get my money back is to continue to wait on an order that I don't trust they sent so I can refused it so it will be reshaped back to then. Once they receive it back and get around to it, they will start my refund. The while time I am out my money. I did everything correct, they failed but I am still the one left out my money and time?

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/04) */ This customer's order was returned and refunded on 12/20/22.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased the product and it burned me. I contacted the company to find out that the product was defective and that model was no longer being sold and had been off the market several years before I purchased it on 7/20/2022. The offered to replace the product but my concern is there are no warning signs to inform the consumers that the device can burn you because of the high heat settings

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/08/04) */ We are very sorry for the negative experience this customer has had with our product. Our Customer Service manager has been in contact with them, and is working to ensure everything is made right.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sent a non working product. It does not charge nor turn on. No body answers the phone or replies to emails. I paid for expedited shipping and still do not have a working device.

  Business response

  07/29/2022

  Business Response /* (1000, 8, 2022/07/18) */ We are very sorry for the negative experience this customer has had with their product. Our systems indicate our customer service department issued a replacement battery for their unit, shipped with USPS tracking **********************. If there is any further trouble, our customer service department will be happy to help.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hours of operation are untrue. Website states hours are 8am-5pm pst. Phone states hours are 11am-5pm est. Live chat states someone will be there shortly (during business hours) but then states "we'll get back to you". Company is located on West coast yet claims to operate on the east coast, but when contacted during either business hours no one answers or responds. Shipping states within 1-2 days, 2 days later and still no response. This company flirts extremely close to the line of doing business under false pretenses. I just wanted to check the status of my order and now I'm wondering if they're even still in business.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/05/16) */ We are very sorry for the trouble this customer has had in receiving their order and contacting our customer service department. We have made sure they have been contacted with the order fully processed and shipped. If there is any further trouble, please continue using the existing case to contact customer service.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vaporizer that stopped working after a month. I returned and they confirmed it was defective and refund should be issued. That was November 2021. I have called once a month for roughly an hour on hold each time to be told they are changing their accounting or refund delays or holidays. I was told a refund was sent on 4/4/22. It is now 5/5/22 and no refund. I have spoken with supervisors who promised resolution for months. I have spent approximately 10 hours to try and receive my refund. These are not typical business practices.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/05/16) */ We are very sorry for the trouble in processing this customer's refund, and have sent a physical check to them since our system is having such an issue with the digital refund. If there is any further trouble, please contact our customer service team using the existing case.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two vaporizers by mistake one of them got stolen off my front porch and I would like them to reimburse me or send me another one I don't think that is too much to ask

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/05) */ We are very sorry this customer had issue receiving their order. Per their request, they have been refunded for the missing item.

*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. ↩