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:12/12/2023

  Type:Product 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.

  The date of transaction was 12/8/2023, the amount was $******, and was intended for purchase of two 4 ft x 4 ft grow tents. After payment was received by Grow Strong Industries(GSI), a bill of sale was provided, funds were removed from my credit card, only to be followed up with an email saying that my order was in danger of not being shipped, because I needed to either, send them a copy of my driver's license, AND a copy of my credit card, OR I could use PayPal, so that they could then refund my original amount, and start a new transaction that would move my balance to PayPal, which I would then need to submit to PayPal. I have complied with every procedure of GSI, even though legally they did not provide the prerequisite information that this is now a commen business practice for them, as they seem to be using the excuse of possible fraudulent exercises by their own customers as reason for this misuse of customer good faith. I have now used PayPal, as directed by GSI, to pay a second amount of ******. I don't know if they are going to ship now, or what's going on. GSI needs to make customers aware that they will have to provide these copies of customers drivers licence and credit card, or use PayPal, should people wish to send items to an address that does not match the customers credit cards billing address. It is not commen practise in any field to do so, and without knowledge beforehand, becomes an illegitimate exercise for the consumer to now have to deal with. It seems un-American to have an item for sale, that then after purchase, I have to purchase again, or transfer funds from different accounts. It also doesn't seem legal, since I was not made aware of these possible actions, beforehand. There should be a statement that pops up in the payment screen, if you put in a different shipping address than the billing address of the card used, that states, that a different method of payment is required, because of a possible fraudulent hypothesis, made by GSI.

  Business Response

  Date: 12/14/2023

  Thank you for your feedback.

  Due to an exponential increase in attempted fraudulent orders aiming to steal from our company, we require that billing and shipping addresses match for all orders.  While we understand that there are legitimate reasons for address mismatches, we have no other recourse but to enforce this stringent policy in order to fully protect our valued customers against fraud.  Because of this, we have implemented a process for our customers whose billing and shipping addresses do not match to validate that they are the true purchaser of product(s). 

  Once personal identification has been verified, you, as the purchaser, may ship the product(s) to any address you wish.
  We apologize for any inconveniences, but please know that ultimately this practice is in place for your protection.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair 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.

  You sold me a faulty light, then when I spoke to your DOO *******************, he told me to go F myself because I was upset he was sidestepping the issue and stated I would make a video review. So, now your company is aware the light is being sent back. You have the tracking number and picture of the product at the ************* Now, it may not be protocol to issue a refund before you receive it back; however, given the verbal abuse and disrespect these are now extenuating circumstances, and I strongly implore you to refund my money immediately. I would put the SO# number in here, but you know exactly who I am.

  Business Response

  Date: 08/14/2023

  Customer was given special accommodations to obtain a product not available to the general public due to it being out of stock. Upon failure of the light under use, the customer requested a return label be sent immediately.  The return label was sent, the customer confirmed the light is in transit and the full refund has been issued.