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Earthing.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/10/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    On Dec 2, I ordered sheets, after completing and submitting the order I realized I had somehow entered the incorrect email. I have contacted the company several times to provide the correct email. I have no tracking number for my purchase. I asked that the order be canceled as the sheets should have shipped in3-4 days. I have provided the correct email and have asked for the tracking number. Can you help me

    Business Response

    Date: 12/11/2024

    Hello *****,

     

    I hope you are well!

     

    I am very sorry to hear about the issue with your order. After investigating, I was unable to locate an order on file under your name, or messages we have received under your email address. The order number you provided ***** also appears unfamiliar. I understand from your message that you do not have an order confirmation email, but could you please confirm if you ordered from earthing.com or another website?

     

    Best regards,

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

  • Initial Complaint

    Date:09/20/2024

    Type:Product Issues
    Status:
    Answered
    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.
    We purchased 2 Twin XL grounding mats for our beds. When we got them I tested them for continuity and the mats would conduct between any 2 points of the mat. Now the center of the mat where our bodies laid are no longer conductive. On 3 occasions, Earthing.com NEVER answered their phone despite being on hold for over ********************************************** the armed forces and later for a major company. My contact with *********** came by emails. After multiple delay tactics about how to test their mats and how to ground them I am writing this complaint in frustration with their response. Their tester is garbage and I use a Fluke meter and told them this. Despite my background in electronics, they refuse to believe my testing results and will not issue an *** for a refund of our purchase price and shipping. Earthing.com products will not stand the test of time. BUYER BEWARE!

    Business Response

    Date: 09/26/2024

    I left a voicemail for the customer to discuss resolving this issue over the phone, whether it be through troubleshooting or expediting the processing of a replacement or refund depending on what works best for the customer. We are committed to resolving this issue as quickly as possible in a manor that ensures the customer's satisfaction.

    Customer Answer

    Date: 10/01/2024

     I am rejecting this response because: *********** did leave me a voicemail. I called them back on Sept. 26th I was asked to perform an AC voltage test on the mat.  The mat failed the test and I was told we would receive a full refund but as it was late in the day they could NOT tell me if the refund would be back on the credit card or if they would be issuing a check.  I was told that I would be contacted on Friday to confirm how the refund was being processed.  No contact from Earthing.com on Friday or yesterday, Monday.  So today Tuesday Oct 1st, I Earthing.com an left a voicemail asking how the refund was being processed.  


    Business Response

    Date: 10/01/2024

    There was a processing issue when refunding the order in question which has now been resolved. Before sending this reply, I spoke with the customer to confirm that the refund has been fully issued, and that they should see the funds returned to their account within the next 1-2 business days.

  • Initial Complaint

    Date:06/18/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 have emailed twice. Called 5 times with no call back, along with leaving voicemails as instructed by the auto dialer. I've waited over 39 minutes everytime in hopes of a human voice coming on the call. This has been two weeks now. I ordered on 5/10/24, with only ************************************************** to receive a refund. I'm very concerned that they've taken my money. Order # is IF138774. With no response, and terrible ***************** I'm concerned that once I get a RMA#, which is stated on my invoice that I need for a proper return that this company will say they've never received it in the mail.

    Business Response

    Date: 06/24/2024

    Our customer support team has replied multiple times to the customer with full instructions explaining how to return their order. A refund will be processed for the customer upon receipt of their return per our stated return policy posted on our website. Our team has even extended the return window for the customer and ensured the customer they will receive a full refund on receipt of their return.

    Customer Answer

    Date: 06/26/2024

     I am rejecting this response because:

    A representative reached out by email after I left a voice mail regarding reporting them. She stated she sent an email on a particular date. I never received it and I told her that. I also relisted my times and dates off trying over a two week period to reach them. She insured me that I could return the package. I have her a date that I would send it, in which I followed through. I purchased extra shipping with a guaranteed tracking. It's shows it's been delivered two business days ago and was handed to a person inside the facility. I've called twice today with no answer, same recording to just leave message. I did a have lady actually call me! So, yay, but it was unfortunately only due to my report on here, BBB, along why I reported them after she gave accommodations. I spent $45.41 to ship specialty all because I doubted I would get my money back. It's been two business days and my money hasn't been reimbursed, nor have I had any positive communication from them regarding their receipt of my package. 

     

    ******

    Business Response

    Date: 06/27/2024

    Our customer support team provided return instructions when requested on May 29th this year, and provided an extended return window to the customer as a courtesy when most of the time allotted for the return had expired. It can take one to two business days to process a refund for a return once it has been received at our warehouse. The refund for this return was processed in full at 3:55PM Pacific Time on June 26th as evidenced in the attached screenshot.

    Customer Answer

    Date: 07/02/2024

     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.

    I did receive my refund a few days once they received product. My complaint at this point was there was still no one,  no human being that I could reach via their "said" customer service numbers. Just a recording promising to return a call which, still never happened for me. 

  • Initial Complaint

    Date:03/01/2024

    Type:Product Issues
    Status:
    Resolved
    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 have a return and need RMA number . I've tried calling, I get cut off, texting message, emailing and no one responds to help. I just get a generated response saying someone will get back to you. This is a return within a specific date to receive full refund. The company offers full refund after 90 days for products. I would like an immediate response to handle this matter .

  • Initial Complaint

    Date:03/22/2023

    Type:Product Issues
    Status:
    Resolved
    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 the earthing mattress cover kit for $199 on March 2, 2003, received it on March 9 and tried the matress cover for 3 nights. Didn't work for me at all, so I called them to get a return authorisation number. The next day I sent everything back with delivery confirmation. Package has been received by them on March 16, but as of today I have not received my refund. I called and emailed them a couple of days ago and got a email repsonse a day later after I told them I would have my CC company do a chargeback. They said, it would be latest refunded today, March 22 and that their warehose was behind with processing returns. The day is over and no return has been issued. I sent another email this morning, and no response. Customer service is lacking big time. It is absolutely unacceptable that I have to wait over a week to get my money back. To credit back to my cards takes merely 2 minutes, not sure why they string me along. If nothing has arrived until tomorrow morning, I will have to ask my CC company to step in, which will take an eternity to get my money back. This is a very shady practice. They could contact me right away when I ordered, but now there is no phone support or email responses any more, Nothing. And they still have my money.

    Business Response

    Date: 03/28/2023

    The issue has since been resolved with the customer directly, with a full refund being issued to their account.

    Customer Answer

    Date: 03/28/2023

    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.

Earthing.com is NOT a BBB Accredited Business.

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