Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered our daughters first grips and they literally ripped in half at the hole before even using them . Had my daughter worn these and actually used them it could have been life threatening and fatal . Company refused to offer a refund or replacement . Refuse to admit they made a fault product .

  Business response

  01/23/2024

  On 12/5 *********************** placed an order for gymnastics grips with GMR Gymnastics Sales. After receiving the gymnastics grips the customer proceeded to violate the return policy on the large bright yellow sticker with bold black writing on the packaging of her grips. The large bright yellow sticker is visible before opening every pair of grips we sell. 
  
  On or approximately 12/30 ******* contacted us and stated, "They just broke" when asked what had happened since she received the grips. The gymnastics grips that GMR sells are made of leather and it is impossible for them to "just break". We have been in business since **** and have never had a pair of leather gymnastics grips "just break".
  
  In photos emailed to GMR of the "broken" grips, it is clear that the grips have been sanded with sandpaper, cut, or otherwise adjusted or pulled on from their brand-new state. We informed ******* that the warranty had been voided due to the grips finger hole opening having been pulled on altered. We referred ******* to the large yellow sticker on the clear bag containing her grips for information about our warranty policy. We told ******* we could not take the grips back however as a courtesy offered her a 30% discount on a new pair. The customer refused the discount and said she would report the occurrence to the BBB
  
  GMR stands by its decision and the quality of its products. The product breaking was a direct result of the customers' use which voids the warranty. We are still willing to offer ******* a 30% discount on a new pair however we are unable to replace them.
  
  
  Best Regards
  **** x291
  
  
  GMR Gymnastics Sales, Inc.
  By GMR, Inc.
  ********************************************************************;    ***
  Phone: ***********************    Fax: **************
  Orders: ************ * ************ * fax ************
  www.ten-o.com
  www.bygmr.com
  www.cheercool.com
  www.martialartmats.com

  Customer response

  01/25/2024

   
  Complaint: 21084969
  
  I am rejecting this response because:
  After speaking with all four of my daughters coaches and showing them the grips that these were faulty they all agree they had never had that happen before .  These coaches are professionals and have years of experience using grips from your brand . Never seeing it doesnt mean its never possible . Blaming your customers immediately without taking any responsibility is not good business practice . Offering a discount for something you sold that was defective is not rectifying a situation . You did not give me any assurance it would not happen again with a new pair or they would be safe in the future for my daughter to wear.   Your only focus and concern was denying any responsibility or accountability. We have a different brand and they did not rip like yours . A product that is meant to be worn and used on a childs fingers while they are performing high level gymnastics routines should not rip without even wearing them . Its extremely dangerous and can result in concussions or worse .I will not drop this without a real show of proof that your company is doing more to ensure the safety of the children wearing your grips . Taking accountability would be the first step . Performing better quality checks on your materials or finished products would be a good second step .  I do not want anything of monetary value from you .

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