Business ProfileforGrooveKart LLC

I am writing on behalf of my client, Certolab SA de CV (******). On Apr 1, 2022, they signed up for Groove.cm, including Groove ecommerce. Certolab needed an efficient way to bulk update *****+ product prices. We met with ********************* and presented all the client's requirements. After he consulted with Groove developers (I understand that's ********************* and/or *************************), **** told us they support all the client's requirements, including their biggest one, CSV bulk import & price update. GrooveKart actually never had a working CSV import. It couldn't import products with Spanish accented letters or even update existing products. *** demonstrated to me that CSV works, but that's an English test for 100 products. My test only brought in 9 of 100 products, despite following all instructions. An initial request to fix CSV import was acknowledged but never acted on. Subsequent requests were denied. *** also copied developer ***** who acknowledged my first request, then never answered anything else. CSV should be such that even a non-techie can upload products. Here, it required another developer. That was not in our scope of work for Certolab, which we based on **** telling us the import works -- again, that came from GrooveKart's developers. After some back-and-forth, on Oct 13, **** wrote: "@****, please let me know the purchase date of which products from you and / or your customers so that we can appropriately issue a refund." On Dec 28, ******, ********'s owner, requested a full refund of $950.00 USD. On Dec 30, *** replied: "Good day ****** I will pass this request to a correct person and department". Since then, ****** has not heard back from Groove. On Jan 18 ****** asked to help with the refund, so I am writing on his behalf. All this has cost Certolab many months of lost revenues and extra expenses that could've been avoided if GrooveKart told us the truth about their platform. I would like to see Groove stand by their claim that "customers matter".