ComplaintsforOriginal Grain

• 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 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have been trying to get a legitimate refund from Original Grain now for two months with no success. Below is a recounting of the situation. Original Grain's customer service does not seem to be able to solve the problem, so I reached out to the Founder of the company. But, so far, no resolution. Hey ****, congratulations for producing such a cool product line as Original Grain. I did however recently return one of your watches and I'm having quite a problem getting a refund. The customer service associates do not seem to be able to handle this problem, so can you give me the name of a manager that I can contact? Regards, ************************* ************ MONDAY *********************** sent the following messages at 1:43 PM View ***** profileRyan ******* *********************** 1:43 PM Hey ***, just called and left you a VM. I will take care of you 100%. Thanks!View ***** ************************** *********************** 1:44 PM It looks like you may have been given the chargeback refund. Either way would love to understand what happened and how I can help!************************* sent the following messages at 4:12 PM View **** profileRob ********* ************************* 4:12 PM My wife has been dealing with an "*****" and the email chain is two months long. We haven't heard a confirm from *****...sounds like the bank has done what it needs to do, but this ***** doesn't seem to know how to process a refund. Is there anyone I can connect my wife with other than *****?View **** profileRob ********* ************************* 4:36 PM Just confirmed with my wife...this has not been resolved.*********************** sent the following messages at 5:27 PM View ***** ************************** *********************** 5:27 PM Ok yea you can connect with me directly on the matter. I will do whatever I can in my power to make it right View ***** profileRyan ******* *********************** 5:30 PM Hey ***, so i just got an update from the team. What they are telling you guys in true. Unfortuantely, there's no way to issue a refund once you submit a chargeback with the bank. So at this point all we can do is wait for the bank's decision, which is going to side with you guys and the refund will be issued then.View ***** profileRyan ******* *********************** 5:46 PM I am confirming with them when the bank will issue that refund to you. But the issue is once the chargeback is issued it is now out of our hands as they freeze the funds.View ***** ************************** *********************** 5:52 PM The only other option would be to refund you by another means (i.e. Paypal the funds) but then if the bank refunds you (which is likely) we lose out on both refunds. Does that make sense? I feel really bad, but our hands are a little tied ************************* sent the following messages at 9:18 PM View **** profileRob ********* ************************* 9:18 PM Thank you ****! I totally understand what you are saying but my credit card removed the charge back by charging me a second time, so in effect you have received payment from me twice. What I see on my credit card is 2 charges for $151.57 and one credit for $151.57.So this is what happened:I shipped back the item with the label provided. The item was lost after 5 days of tracking. Your representative denied giving me refund for the lost item and I disputed the charge with my credit card. At that point, my credit card issued me a refund, which you guys call chargeback. Then your representative figured out that he made a mistake and said that he will refund me but I need to call the credit card to remove the charge back. I called the credit card and they charged me a second time , which is how they " remove the charge back". I've sent screen shots from my credit card to your representative ***** showing the 2nd charge but she doesnt seem to understand it. She insist that my credit card will refund me the money , but its your company that needs to refund me at this point. It's been very frustrating dealing with representatives who continue to say the same thing over and over without looking at the screen shots we've send them. I am hoping that this additional detail with allow you to help resolve this. Thanks

  Business response

  08/10/2023

  Dear ******! We understand that chargebacks and related bank processes can be confusing, and we're committed to providing you with clear and accurate information.  We engaged with Shopify's payment specialists to thoroughly investigate the issue you raised. The findings indicated that there was no second charge initiated by our end. The appearance of a second charge on your bank statement was a result of your bank's internal processing procedures. This situation is not uncommon in cases involving chargebacks, where the bank may process, reverse, and then reprocess charges, causing temporary discrepancies in your account.Our records and Shopify's records confirm that only one authorization and one charge were initiated for your order. The bank's actions are responsible for any inconsistencies in your account statement. We deeply empathize with the frustration this situation may have caused you. Regarding the chargeback acceptance, we're actively working on resolving it in your favor. Please understand that the resolution process involves communication between our team, Shopify's payments team, and your bank. While the typical timeline for resolution varies depending on the bank, it usually takes a few weeks for the situation to be fully resolved. We assure you that we're committed to seeing this through to a satisfactory conclusion. At this point, we recommend allowing the bank to finalize the resolution process. Once the bank confirms the chargeback acceptance, any discrepancies in your account statement should be corrected accordingly. We're dedicated to ensuring your concerns are addressed promptly and effectively. If you have any further questions or concerns, please don't hesitate to reach out to us directly. Our primary goal is to ensure your experience with us is positive and transparent. Thank you for bringing this matter to our attention, and we look forward to working together to resolve it. Best regards, Original Grain team

  Customer response

  08/12/2023

  We have tried our best to get this person in their customer service department to understand the situation, but they don't understand. Bottom line, we are due a refund and the company's fraudulent behavior is unacceptable. Next stop is the ********** ************************* to file a complaint and the ********** Small Claims Court to file a claim. We won't give up! We will get this refund! Thanks for your help...anything the BBB can do to right this wrong is much appreciated. 

  Business response

  08/17/2023

  Dear ******,
  We fully understand your frustration and urgency to resolve the refund issue. We're committed to ensuring your funds are returned as promptly as possible, and we appreciate your patience. We want to clarify that we're fully committed to returning your money. Also, we unsderstand the confusion about a second charge, Upon thorough investigation with both our team and Shopify's payment specialists, we've found that there was not a second charge initiated by us. The appearance of a second charge on your bank statement was due to the bank's processing procedures. It seems that your bank processed the original charge, reversed it during the chargeback process, and then subsequently decided to process it again.
  Please note that both charges and one refund were made on the same day May 25/2023.
  According to Shopify's payment specialists, It is how the bank processed it and is in no way connected with the chargeback.
  The chargeback itself wasn't opened until much later (July 17/23). We've confirmed that our records show only one authorization and one charge for your order, and the bank's actions are responsible for the appearance of a second charge. 

  
  On August 12, 2023, we were notified that the chargeback associated with your purchase had been resolved in your favor. The bank should have initiated the refund by now. 
  We genuinely apologize for the extended timeframe and any inconvenience caused. Our previous refunds have been smoother, but this unique situation has led to unexpected delays.
  Your patience throughout this process is highly appreciated. Please be assured that we're dedicated to rectifying this situation and ensuring you receive your refund.
  Feel free to reach out if you have any questions or need updates. Your understanding means a lot to us. Thank you for your understanding and for giving us the opportunity to make things right.
  Best regards,
  

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company has been sending me unsolicited emails for months now. I have never done any business with them or visited any of their websites. Their emails do not have an unsubscribe option.

  Business response

  07/19/2023

  Thank you for letting us know about this, and we apologize for any inconvenience here!
  I looked in our system, and I was unable to find ******************* in our data. Could you please contact ********************************** And provide your email address? That way, one of our agents will remove your email from our mailing list in case we have it.  If you are receiving emails from Original Grain is because you joined the ** fam on our website or somebody did it for you. As soon as you let us know your email and we verify that indeed your email address is on our mailing list, well make sure that you no longer receive any of our emails. We appreciate your help!
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned a watch I bought OVER A MONTH AGO and they still have yet to initiate a refund. I sent them all the information they needed to process my return and its been over a month since it got delivered to them and I have no refund and no excuse other than were busy. The website says MAXIMUM 14 days to process returns so why has it been 31 and I have zero refund money.

  Business response

  05/08/2023

  Thanks for taking the time to bring this to our attention. Were sorry to hear that your experience was not of the quality you expected. We usually provide refunds in less than 14 days. Once our warehouse team confirms they received the package in good condition, we issue a refund. Unfortunately, this time it was not received, they never received the package, the courier never delivered the package at our facilities, thats the reason for the delay of your refund. However, we want to make all our customers happy, and weve already provided a full refund on May 1st. You should have received a confirmation of the refund. I apologize again for the inconvenience. I hope, despite this inconvenience, youre having a good day. And, of course, Were always available to answer any questions you may have. If I can help in any way, dont hesitate to fire off an email.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased an Original Grain watch for me as a Christmas gift in 2019. I have many watches and this one is meant to be worn only in the winter months. Within the first year I had to send the watch back to be replaced twice due to manufactures defects. (It would not keep correct time and the stopwatch dial would not reset correctly). I wore my current watch for the 2021 winter and it worked correctly. When I took it out of the case this winter and began wearing it I was pleased with it holding up, until. Inside the watch face,( below the glass), the wood inlay detached and is floating around mixing with and disturbing the dials. Picture will be attached below. It is now completely unusable. I contacted the company many times and they do not have any way to fix it so they said my only recourse is to purchase another one. They quoted that the watch is out of warranty but this is obviously a manufactures defect. Who would someone buy a watch that falls apart and is unusable after two years of very infrequent use? I offered to have it fixed at my local jeweler and have them reimburse me but they said they would only PayPal me $25 towards it. It will be much more and they need to cover this. As I have now discovered after much internet research and reading more BBB complaints that this is their standard practice. Very poor customer service and a completely failed business model that is only designed to grab as much cash as possible form the unexpecting sucker of a consumer. They need to make this right no stop taking advantage of the public.

  Business response

  01/23/2023

  Hi! Customer satisfaction is always the number one priority for us. I'm deeply sorry about the inconvenience here, and I completely understand how frustrating this must be for you. The last purchase registered in our system is order ******, placed on September 3, 2019. Unfortunately, its outside the one-year warranty we offered. However, We understand that sometimes malfunctions happen outside the covered warranty time period or watches sustain damage that is not covered by the Manufacturer's Warranty Policy.  For that reason, we offered a huge discount on the purchase of a new watch, that way, you can continue enjoying your OG watch.
  Since that solution didnt work, the owners from Original Grain have authorized to replace your watch entirely free of charge. This is an exception to our warranty policy to ensure you continue being part of our family. One agent will contact you via email soon. Our goal is make our customers happy. I hope outside this inconvenience you're having a good day. 
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased three watches on November 26, 2022 and returned one on December 10th, tracking number is:1Z6V519Y9093837809 - ******** on 12/10 @ 12:38. I have e-mailed Original Grain five times but with no luck retrieving my refund.

  Business response

  01/18/2023

  Hi *************************, We apologize for the delay in processing your refund. 
  Due to the holiday season, we received a high volume of returns and our team is working as fast as possible to process the old return first. I want to let you know that your refund has been processed. Please allow **** business days for the refund to appear in your bank account. If you are concerned about refund time, please contact your bank as each bank has a different time frame for refunds, and we have no control over that. We appreciate your patience and again we apologize for the inconvenience this may have caused. I hope despite this inconvenience youre having a great day!
  
  

• Initial Complaint

  11/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I feel like this business has false advertising. They are offering a 30% discount sitewide and has a picture of the watch below the statement of 30% off. However, once you add the product to your cart and apply the discount it tells you the item is not eligible for discount. They are also offering 20% off sitewide today for Black Friday with a picture of the watch in the ad. However, the discount code is still ineligible for the product they have in the ad. They offered me 10% off as a sorry but refuse to offer 30% off. I have pictures of the ad

  Business response

  11/26/2022

  Hello, We are very sorry for the occurrence & confusion. We will be reaching out privately to make sure we get you taken care of. This was never our intent to confuse with our advertising, We're running a 20% Sitewide sale & offering an additional 10%.  We will be reaching out shortly & we hope to make sure you're taken care of. Best wishes, 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an engraved watch as a birthday present on July 17, 2022. It has been a month since I ordered the watch and all I have is confirmation of order. I have not received shipping information and the money has been taken according to my bank statement. I emailed requesting an update last week and was told they would reach out to the shipping department and nothing else has been communicated since. I spent $251.10 on the purchase. It is past the birthday and I would like to get a refund since there has been little communication. I have waited too long with no idea of the status of the watch. The order number is #******. I have uploaded photos of the order, bank statement, and emails.

  Business response

  08/19/2022

  We want to apologize for the delay in sending this order, this specific style Whiskey Minimalist was available to preorder only, and it will be shipped when we receive the new stock. Probably by the end of this month. Unfortunately, we dont currently have enough stock to fulfill this order. We sincerely apologize for the inconvenience. I want to let you know that we have canceled the order and a full refund has been issued. Please let us know if there is anything else we can do for you. We always aim to deliver a great experience. We are sad when we miss the ***** Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesnt happen again. I hope outside this inconvenience, youre having a good week. 
  
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a watch in Dec of 2020. The pieces inside the watch face came off and jammed the arms. I filed a claim in 7/2021 and they sent me a new watch. I had that watch until 12/2022 when the same defect happened. I filed another complaint and they said my warranty on the original purchase had expired and they would not replace the watch. I believe the new watch should have had the same warranty as the first watch.

  Business response

  04/05/2022

  Hi!
  We offer 1 year of warranty in all of our products. Since the original purchase was made on December 5, 2020, the warranty has expired. Please note replacement items doesn't come with a new warranty. However, we would be happy to replace the watch for free as an exception. We have started the return process and provided the return label via email, once the defective item is in transit back to us the new order will be created automatically by the system. We appreciate your understanding and patience in this process. Thank you!

  Customer response

  04/05/2022

  
  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

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 311 2021 I purchased a watch from the company original grain the watch came with a one-year warranty until 3:11 2022. I contacted the company regarding customer service repair or replace for the watch that stopped working I was told that the warranty expired and that they do not provide repair service once I provided information that the warranty did not expire I was told that I could purchase an additional watch at a discount price and no further information was given to me regarding replacement or repair or refund this is customer service at the worse

  Business response

  03/03/2022

  Hi! Customer satisfaction is always the number one priority for us. I'm deeply sorry about the inconvenience here and I completely understand how frustrating this must be for you. The last purchase registered in our system is the order ******, placed on March 11, 2020, unfortunately, its outside the one-year warranty we offered. However, We understand that sometimes malfunctions happen outside the covered warranty time period or watches sustain damage that is not covered by the Manufacturer's Warranty Policy.  For that reason, we offer discounted replacement parts (if available) or discounted watches, that way you can continue enjoying your OG watch.
  The owners from Original Grain have authorized the request you made via email, So were happy to send you an invoice with the discounted price applied. I hope this resolution works for you and remember that we are here to help any time. Thank you for your support! 
  
  

  Customer response

  03/03/2022

  The orignal grain company has not sent me a invoice for two discounted watches to replace **********

  Business response

  03/04/2022

  Hi! Our customer service team sent the invoice today. The invoice has been already paid, a new order 372949 was created and it will be shipped within 1-2 business days! 

  If there is another way we can assist, please let us know and we would be happy to help you!

  Customer response

  03/04/2022

  
  
  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,
  
  
  *******************************
  
  
   
  

*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. ↩