ComplaintsforOriginal Grain

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a watch a week ago. The watch was sent attracted the watch. Returned to original grain. *** reached out to try to get information about my purchase, but no one responds. Ive reached out multiple times. Have poor customer service and do not respond to any inquiries if youre looking to buy a watch and receive it with customer service by elsewhere Theyve left me no other recourse other than to file a fraudulent activity on my credit card transaction with this company

  Business response

  06/11/2024

  Hey ****,
  Oh no, that's not the experience we want you to have at all! First off, I'm really sorry for all the hassle and frustration this has caused. I totally get where you're coming from.
  I checked the tracking info again, and it looks like the package is still in transit, but I understand its been quite a journey already. If the tracking status changes to "Returned to sender," we'll absolutely send out a replacement for you right away at no extra cost.
  Could you please give it just a bit more time?
  You can monitor the shipment at the below link: *****************************************************

  This will be delivered by INTELCOM
  INTLDHL10001819731
  We're doing everything we can to make sure you get your awesome new watch ASAP.
  Thanks so much for your patience, ****. We really appreciate it and are here to make things right.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered watch from Original Grain on May 2, 2024. Order confirmed via e-mail / received payment notification from my CashApp card. Have sent multiple messages to customer service requesting status of order. Six days after placing order, still have not received any information on path forward for completing or cancelling transaction / have only been told checking with warehouse staff for possible inventory problem. Company does not provide customers with any phone contact information.Pretty simple - send watch or send refund / exercise some BASIC customer service - which should be pretty straightforward for an 11-year internet-based company.

  Business response

  05/14/2024

  Dear ******************,
  I am *****, the manager at Original Grain, and I've been informed of the issues surrounding your recent order of the Military Stonewashed Modern Minimal 40mm watch. I deeply apologize for the confusion and frustration that this situation has caused.
  Firstly, it's clear that our communication did not meet your expectations or the high standards we set for ourselves. It was our responsibility to inform you at the time of purchase that the item was available on pre-order only. This oversight led to the unfortunate delay and subsequent dissatisfaction. We sincerely regret not providing this crucial information, and I understand how this has led to a disappointing experience.
  Upon reviewing your interactions with our customer service team, it is apparent that the information provided was not only insufficient but also delayed. This is not indicative of the proactive and transparent customer service we aim to deliver. We have taken your feedback seriously and are currently revising our communication protocols to ensure that our team delivers timely and accurate updates moving forward.
  Moreover, acknowledging the inconvenience this has caused you, we have already canceled your order and issued a full refund. We hope that this action aligns with your expectations for a resolution.
  At Original Grain, we value our customers deeply and are continually working to enhance our service. We appreciate your feedback as it is crucial for our improvement. If there is anything more we can do to rectify this situation to your satisfaction, please do not hesitate to contact me directly.
  Thank you for your patience and understanding.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on 01/20 and have not received correspondence from the business. *** sent email and chat requests to get a status with no response. I want to cancel my order and be refunded! Per the website when I placed my order it was to arrive by now. They did not provide and order number do I can track my order on my own!

  Business response

  02/02/2024

  Dear *******!
  We apologize for any inconvenience you have experienced and understand your concerns regarding the lack of communication and the delay in receiving your order. Please rest assured, we take your feedback seriously and are committed to providing our customers with a positive experience.
  Upon reviewing your case, we discovered that your order placed on 01/20 was indeed canceled and a full refund was processed. We strive to ensure our cancellation and refund notifications are promptly sent; however, it seems there may have been a communication error preventing you from receiving this confirmation.
  We sincerely apologize for any confusion this may have caused. As a gesture of our commitment to customer satisfaction, we have taken steps to improve our communication channels and ensure such oversights do not happen in the future.
  If you have any further questions or concerns, or if there is anything more we can do to assist you, please do not hesitate to contact us directly. Your satisfaction is of the utmost importance to us.
  Thank you for bringing this matter to our attention. We value your business and hope to have the opportunity to serve you better in the future.
  Warm regards,

  Emely 

  Customer Service Manager from **********************

  Customer response

  02/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pre Ordered a watch for my anniversary, ordered it on December 21st and send it out the 24th of January. I've tried several times to contact them through their website and it either tells me they will be back after 1 or they are out for the day (if I check back after 1 it says out for the day). I can not get anyone to respond or call me back.

  Business response

  01/30/2024

  Dear ***********************,
  Thank you for your BBB inquiry regarding your order #******. We apologize for any inconvenience and appreciate your patience. Your order, a pre-ordered Whiskey Espresso Classic 43mm watch, is scheduled for shipment on February 5th.
  We understand the significance of this order for your anniversary and regret any frustration caused by our communication delays during this peak season. Please be assured, we are committed to improving our response times and customer service quality.
  You will receive a shipping confirmation with tracking details on February 5th. Our team is here to support you with any further questions or assistance you may need in the meantime.
  We value your business and aim to restore your confidence in Original Grain. Thank you for allowing us the opportunity to resolve this matter.
  Best regards,
  *****
  Customer Service Manager
  Original Grain, ****

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a watch from Original Grain on 1/13/2024. I received it on 1/25/2024. I opened the box and followed the instructions, but the watch does not operate as promised. In fact the watch does not work at all. I also think the watch is used since there is a large scratch on the side. I have been trying to contact the company for days not with no response.

  Business response

  02/01/2024

  We regret the inconvenience you've experienced with your purchase, ********. At Original Grain, we prioritize customer satisfaction and the quality of our products. Upon reviewing your case, we acknowledge the delay in our response and the issues with your watch. We understand your frustration, especially given the condition in which you received the watch and its operational issues.
  To address your concerns, we've initiated a full refund process following your preference communicated to our customer support team. You should have already received an email with the return shipping label for sending the watch back to us. Rest assured, we aim to process your refund promptly upon receiving the returned item, typically within ***** business days.
  We take your feedback seriously as it helps us improve our products and services. Please accept our sincerest apologies for any inconvenience this situation may have caused. If there are further questions or if theres more we can do to assist you, feel free to reach out directly.
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.

  *****

  Customer Service Manager from **********************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Original grain claims item was broken when returned. We returned it because the watch didnt come on time to be gifted

  Business response

  01/17/2024

  Hi ***,
  I hope this message finds you well. I'm writing to provide you with an update regarding your BBB claim and the status of your refund.
  Our warehouse team is currently evaluating the possibility of repairing the watch that was returned. We're awaiting their confirmation on whether the watch can be fixed and restored to its original condition. This step is crucial in ensuring that we handle your refund request appropriately and fairly.
  We appreciate your patience as we work through this process. Our goal is to resolve this issue to your satisfaction, and we're doing everything we can to expedite this evaluation.
  Once we receive confirmation from our warehouse team, we will promptly update you with the next steps. We understand the importance of this matter to you and are committed to a resolution that is fair and transparent.
  Thank you for your understanding and patience in this matter. If you have any further questions or concerns in the meantime, please don't hesitate to reach out via email.
  Best regards, OG TEAM

  Customer response

  01/17/2024

  The watch was not broken when I sent it back.  The only reason that I sent it back not in time to be gifted at wedding.

  Business response

  01/22/2024

  Hi ***,
  Great news! We've reviewed your case and decided to refund the $50 fee. You should have received a notification. This is an exception approved by one of the co-founders. We always aim to ensure our customers are satisfied and apologize for any inconvenience caused earlier.
  If you have any more questions or need further assistance, feel free to reach out. We're here to help!
  Best regards, ***** from Original Grain

  Customer response

  01/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is extremely shady, and their customer service is a mess, completely misleading. My first watch, The Arrogant B****** watch. I was told had been sold out and discontinued. Right after I recieved a sales promotion for 30% off on the watch. Less than 24 hours later the same watch was listed with no sale. After following up, the same customer service person acted like it was just a miscommunication. And decided to honor the 30% off like they were doing me a favor..... This was a limited edition only 250 made and has the engraving on the back to signify what number it is out of the 250. 8ts advertised and pictured as such on Original Grains website. So I order the Arrogant b****** watch, and shortly after that I order this Stone Brewing watch. I recieved the Arrogant b****** watch, it had no engraving signifying what watch number it was. So I reach out to customer service again.... and while waiting for a response. The stone brewing watch arrived. Now, to my surprise it had an engraving signifying it was 215/500. ******..... when I finally got a response, I was asked to send picture of the back of the Arrogant b****** watch. I did, they clearly show the Arrogant b****** engraving, and back logo. And I sent the official product picture for comparison.... The response I got was that I was confused and that I purchased the Stone Brewing watch and it did not have the limited edition engraving. And the I was confused with the Arrogant b****** watch that did.... Mt Original inquiry and purchase for the Arrogant b****** watch was with this same customer service rep. Who is now telling me that I didn't order the watch that he literally sent me the invoice for.... I've now sent the purchase order, and more pictures of both watches, front and back. This is one of the worse customer service I've ever experienced. Now I'm supposed to further trust them. Send the watch back and believe after all their nonsense. That I will actually receive the watch I ordered.

  Business response

  01/10/2024

  Hi *******!
  Thank you for getting back to me!
  I sincerely apologize for any inconvenience our customer agent may have caused. We understand your frustration and are committed to resolving the issue promptly.
  
  We apologize for not sending a numbered watch. We've submitted a claim with our warehouse team to make sure this doen't happen again.
  Regarding your return, I completely understand your point of view. We've processed your return request, and the new replacement order has been created: EXCH-******-1. Also, I've just contacted our warehouse team to make sure a numbered watch is sent this time.

  This is the new tracking number: USPS **********************, it will arrive tomorrow.
  Upon receiving the new order, please verify that everything is satisfactory. You can then return the incorrect watch using the provided label.
  
  I don't know how to express my sincerest apologies to you, but thank you for allowing us to make things right.
  Let me know if you have additional questions.
  Sincerely, OG team!

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a watch and ring set from Original Grain on December 16th, paid for two day priority shipping. It is now the 28th, I have not received the set nor have I received any information on when it'll be shipped. All I have is a tracking number and a pre-shipment label creation that hasn't changed since the 22nd. I asked to cancel and refund what I paid and was told it had already been packaged and binned and waiting to be picked up so could no longer be canceled or refunded. But that I could do a return when I receive the package. Which looking at the reviews seems like a hard thing to do with them. I'm not impressed with this business. They are very quick to send promotional emails every 10 mins but slow to answer your emails concerning your order you've paid money for. I picked them because of the trees they supposedly plant, and the veterans they supposedly help and kids of fallen soldiers. I'm starting to wonder if those are even true statements.

  Business response

  01/04/2024

  Hi, Britny!
  I was checking the tracking status of your package, and it says it has been delivered. You can verify this information by following the link:
  USPS
  9405536106092990941419
  
  Please note that when engraving service is added to an order, we request an additional 5-7 days to process your order. For that reason, your order was shipped on December 22, 2023. We appreciate your understanding and patience!

  Also, we received your confirmation that you already received your order. Thank you so much for letting us know!
  If you have addiitonal questions, please let us know!

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered and paid extra for expedited shipping on 12/7 Still no watch no updates nothing

  Business response

  12/28/2023

  Dear ******!
  I hope this message finds you well. We appreciate your patience and would like to provide you with an update on the status of your recent watch purchase.
  As of today, the courier's latest update indicates that your order is still in transit.  Please see the *** eCommerce tracking ID: ******************************.

  We understand that this may be causing some inconvenience, especially considering the special ocasion.. Please rest assured that we are closely monitoring the situation, and we hope for a prompt delivery of your order.
  We sincerely apologize for the delay you have experiencing, and we want to assure you that we are doing everything we can to expedite the process. The holiday season often brings increased shipping demands, leading to occasional delays.
  We value your business and appreciate your understanding during this time. If you have any further concerns or questions, please feel free to reach out to us. Our customer support team is here to assist you.
  Once again, thank you for choosing Original Grain. We look forward to delivering your order to you as soon as possible.
  Best regards,

  Customer response

  01/09/2024

  I still have not recd the product. They reimbursed me shipping cost but still no watch. What can I do from here
  Thank you
  ******

  Business response

  01/10/2024

  Hi *********************,
  Thank you for reaching out to us!
  I sincerely apologize for any inconvenience caused by the delay in your first shipment. Upon reviewing your order, I noticed that it is still in transit. To address this, we have promptly generated a new replacement order, which was dispatched today. As a result, you may receive two separate orders. We understand that this might be unexpected, and we appreciate your patience in this matter.
  Once both orders have been delivered, kindly inform us of their receipt. At that point, we will be more than happy to provide you with a return label for one of the shipments. Your satisfaction is our top priority, and we are committed to resolving this issue to your complete satisfaction.
  If you have any additional questions or concerns, please do not hesitate to let us know. We value your business and appreciate your understanding.
  Thank you for choosing us.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife purchased a watch (order #******) on 11/23/2023 for me as a Christmas gift. The watch that arrived was different than the product ordered. She immediately sent an email asking for resolution. She received a placating email from "******** - The Customer Happiness Director" without any meaningful response. He said he would get with the Team and look into it. No further information has been received on steps needed to solve the issue or return and receive a refund. Of course, this impacts our Christmas and the company has no phone number for quicker resolution. After digging around on the internet it appears this company is known for their lack of customer support. They are quick to send me plenty of marketing emails but not so quick to support their product.

  Business response

  12/11/2023

  Hi ***,
  We sincerely apologize for any inconvenience you've experienced, and we truly understand your frustration. We strive to provide exceptional experiences, and it's disheartening when we fall short. Your feedback is invaluable to us, and we are committed to using it to improve our services and prevent similar issues in the future.
   I want to let you know that the hands and other details of the watch were changed recently. Additionally, we acknowledge the need to update our website images to accurately reflect these changes. Please be assured that our team is actively working on rectifying this situation. This style have been removed from our website. We apologize for the inconvenience!

  On a positive note, we have processed a full refund for your order. Your satisfaction is of the utmost importance to us, and we hope this resolution demonstrates our commitment to making things right.
  Once again, we apologize for any inconvenience caused, and we genuinely appreciate the opportunity to address and rectify this matter. If you have any further concerns or if there's anything else we can assist you with, please feel free to let us know.
  Thank you for giving us the opportunity to make amends.
  Warm regards, OG team 

*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. ↩