ComplaintsforGrunt Style, LLC

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a product which I liked, but after putting it on once and taking it off it appeared it was made poorly because it fit to put on but ripped in the armpit upon removal. Taking it off without ripping it requires near gymnastic effort. But I like how it looked, and I already had ordered it in another color. So now I had two. I decided to accept the extra effort in taking it off now that I new it was made awkwardly, but I wanted to exchange the first one that ripped. I called and explained that the only accommodation I wanted was for Grunt Style to pay the shipping since I was asking for an exchange and was accepting the now-known risk. They would have the ripped product to inspect and - hopefully - consider amending their pattern to fix further issue. All I wanted was a paid shipping label.Instead, after being on hold for almost a half hour with customer service, including a supervisor, I was told that they wanted photos of the product. It wasn't clear why that was required since they would be receiving the product back either way. If it was a policy, then why was I on hold for 30 minutes? Additionally, the 30 hold minutes included arguably upsetting audio of war accommodations. This is a veteran-frequented company and I am the spouse of a combat veteran. Although I appreciate the gesture, hearing about *** stories while I wait for a shipping label was triggering. That aside, I think it is unreasonable that I should have to pay shipping to send back a faulty product, one for which I am willing to accept an exchange instead of requesting a refund for BOTH products, a request that would be justified given the quality. If the product is faulty - and that would be proven upon inspection - then the company should pay the shipping. If they inspect it and decide to retroactively charge shipping for whatever reason, that is a separate issue. If the concern is that someone would tamper with it, that can be done before a photo or before mail.

  

  Business response

  12/16/2021

  We show no communication from this customer prior to her complaint. 
  It is stated on our website that we do not offer return labels for items sent back to us. If an item is considered a defect and we are contacted within 30 days of delivery, we only ask for a picture clearly showing the entire item as well as the defect. 
  Once we receive the email we will take care of the customer. 
  The only time we would ask for a defective product to be returned to us is if the customer is requesting a refund for the item. They would still need to pay the shipping cost to send it back to us. 
  Since she has chosen to send this back instead of sending the picture, we will not be refunding the cost of shipping to us. If she requests a refund and it was sent back to us within the 60 days of delivery to the customer, we will issue a refund for the amount paid for the item only. 
  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made several requests to have this company stop sending me texts about purchasing their products. I do not recall going to their website or clicking on any link. After several requests in the last 6 months, I continue to get texts from them. Today I advised them to stop sending the texts and that I am filing a complaint with the BBB. It is frustrating that they will not stop the texts.

  

  Business response

  11/11/2021

  On 11/8/2021 ****************** contacted us via email stating that he is receiving text messages from our company.
  
  Later the same day we responded to him stating that we cannot remove him. He will have to reply to the text with the word stop. 
  
  The next day he responded to the email saying STOP. 
  
  It is possible that another customer added their phone number incorrectly but ****************** will have to reply STOP to the text and not to the email to stop receiving text messages.
  
  

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time Ive had to file a complaint about the business practices of Grunt Style. I have had issues the past few months with getting the products from my membership delivered to me. This week I received 2 of my 3 membership items and Grunt Style again wants proof I didnt receive all 3 and are confused as to what is wrong with my shipment. I also had one of my memberships canceled, not my doing, even though I was paying for it. I was told I would still get the October shirt since it was their mistake and the shirt never came in. Now they tell me Im not getting it because I didnt have the membership in time. Nobody communicates, you get completely different answers depending on who you speak to. I would like if I could just start getting my order shipped on time and properly. That would be a nice change.

  

  Business response

  10/29/2021

  10/27/2021: Customer *********************** contacted us via email stating that he was  missing his XXXL October shirt. He also stated he received his November shirts today but did not have his XL. 
  10/28/2021 10:01AM: A club customer service rep reached out letting him know we charge a month ahead for the club shirts in September we charged him for 1 Male Large and 1 Male XL. The 3Xl at that time was paused and not charged so he would not receive a 3XL ************ shirt. ******** Team Lead offered to create an order for the 3XL October shirt. 
  10/28/2021 10:47AM: Customer replied back stating that he did have the membership added for the ***** He claims that Grunt Style canceled his membership. He was also upset that he did not get one of the sizes for November. He then stated he would put in a BBB claim to get it.
  10/28/2021 6:31 PM: ******** senior rep emailed him stating that the order GS8391238 for the November shirts will ship out in roughly 1-2 weeks, due to certain sizes for club shirts being out of stock. We requested pictures of the items he received to confirm which item he was missing. 
  10/28/2021 9:15PM: Customer emailed in the picture of the club shirts he received which was the Male Large and Male XL 
  10/28/2021 9:26PM:******** Senior rep  replied reiterating that for the order GS8391238, the available items were shipped which would be the 3XL and large. He was given the option to swap for another item or receive a store credit if he did not wish to wait. 
  10/28/2021 11:30PM:  Customer replied via email  that he will wait for the XL November shirt to ship out and  confirmed that he does want the draft order for the ************ shirt in 3XL emailed to him.
  10/29/2021 I sent him the draft order for the CGS1021-3XL shirt and let him know the *** time frame for when we should expect the XL November shirt to ship out.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have 3 Grunt Style Club Memberships. Ive been charged every month and received my shirts every month until the September shirts came out. I had to complain for weeks to get my September shirts and only 1 came in. Now Grunt Style is telling me I only have 2 accounts and they will be charging me for the 3rd account for the past 3 months when I am billed next month. They refuse to send me the shirts I have paid for and want to charge me extra for something I am not getting.

  

  Business response

  09/28/2021

  9/10. **************** contacted us via email stating he is still missing his Club shirts for the upcoming month.  He also contacted us via phone the same day we responded to his email. After he spoke to one of our customer service representatives, we created a reshipment that consisted of all three missing shirts. (Male Large, Male XL and Male 3XL) 
  After the phone call, the customer service representative sent a follow up email confirming that we created the reshipment and that it should be shipping out in the next couple of days.
  9/13. **************** contacted customer service via phone and he spoke to one of our Senior representatives in which we relayed that we would upgrade the shipping on the reshipment. He was also issued a twenty dollar gift card for the delay/inconvenience. 
  9/15. The order was split due to two items not being in stock at that time. 
  9/22.  Based on the tracking number the XL was delivered. The Large and 3XL were back in stock and shipped. 
  9/27. **************** sent four emails that all confirmed that he was still missing two shirts. He felt  that we lied to him and that he was going to seek legal action against us. In that email he did confirm he did receive the Male XL shirt that showed it was delivered. He was upset that all he received was a gift card for his issues he had encountered. 
  He also sent a screenshot of his charges to show that he had been charged for three memberships instead of two. This occurred because when he swapped from 2XL to 3XL there was no charge for his October shirt. He started inquiring about where those shirts are as well since the month of October is about to start.
  9/28. The customer was called to get everything straightened out. He was informed that we have tried to get him his items and that it was an experimental shipping carrier we were using that created this issue. We let him know we understand why he is frustrated but we would make sure he was taken care of. Since the tracking for his reshipment hadnt updated for the past 5 days I communicated that we would create a reshipment for the two shirts that he was still missing and send them up with upgraded shipping. 
  As for his October shirts, I mentioned that the tracking updated as of yesterday saying the **** received it. It would be in transit to his location and should be delivered this week to weekend. The customer was upset he wasnt charged for the October shirt and that his son would be missing one shirt. I explained to him he wasnt charged and that we are out of stock. I also mentioned to him that if we did have that shirt come back in stock I would create a draft order to send him so that he could then have a shirt to wear with the rest of them.
  
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order: #GS8240197 Order placed August 31st, never shipped. $81.36

  

  Business response

  09/21/2021

  On 8/31/2021 the customer placed their order.

  On 9/1/2021 the order was shipped. There was a delay with shipping.

  The last movement was on 9/16/2021.

  This order currently has an estimated delivery date of 9/22.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sept 2nd, 2021 - Ordered 3 shirts.Sept 9th, 2021 - Order still showed as UNFULFIILLED - send email to the **************** email address listed on the website. NEVER a reply.Sept 10th, 2021 - Call, am told there was no reason for the delay, and that they would get it out immediately.Sept 13th, 2021 - still showing as UNFULFILLED - call again, talk to a Manager, told items were being pulled for shipping as we spoke, and that she'd speed up the shipping ************* get an email shipping confirmation by end of day. 5pm EST - get notification of a PARTIAL shipment...call back, get another "Manager" named *****. RUDE & told me she really didn't care that it took nearly 2 weeks and that all the other issues...only "do I want a gift card, or refund". When I told her I wanted to speak to someone about the delays and poor service, she got more rude to me, and again gave me the option of Refund or Gift Card. When I said this was horrible service - she hung up on me! Who is the Owner?

  

  Business response

  09/15/2021

  On 9/13/21 The customer was transferred to a senior representative as an escalated call. The customer was not happy his order had not shipped and accused our reps of lying. We apologized for the inconvenience and delay. He was then informed that inventory was low on one of his items and that would send an email to our shipping department to get this order looked at and shipped out. The shipping was upgraded for the inconvenience. He continued to ask what was going to be done about the first representative that he spoke with. He was informed that this was an internal matter and would be taken care of. At this time ************************ ended the call. We were informed by shipping that one item was not in stock. Before we were able to contact him back to inform him of this, he called back into customer service. 
  On 9/13/21 When ************************ did call back, he refused to speak with the first senior representative so he spoke to another senior representative. We again, apologized for the issues that he has been having.  We informed him that we could swap the unavailable item with another from our site, issue a refund, or a gift card. He was upset and wanted to know why he was able to order the shirt but now it is out of stock. He was advised that unfortunately there are times when the system is off and will allow the site to over-sell the items by a few before it catches up.  We apologized again and asked him which of the previous options he would like to utilize. ************************ then continued to ask what we were going to do about the other people he spoke to that lied to him and that it took long for his email to be answered. He refused to choose an option to rectify the unavailable item. We informed him that we are answering emails as quickly and orderly as possible. The customer continued to yell at the senior representative about how the process has been and how this is not how a business should be run. We then asked him a third time which option he would like regarding the unavailable item. He refused to answer and insisted on speaking with someone higher.  The senior representative advised that there was not anyone higher available at that time but this could be resolved if he would  choose a gift card, swapping the shirt, or a refund so we can move forward. At this time ************************ started to yell louder while the senior representative attempted to get him taken  care of. He was asked yet again  how he would like to handle the unavailable item whether it would be either a refund, swap, or a gift card. He was also informed that any other  issues he had are being taken care of internally.  He continued to yell at the rep but finally said he would take the refund.  He was informed that this would be taken care of immediately but he continued to yell louder at the senior representative. At this point he was yelling so much the senior representative disconnected the call. 
  The unavailable item has been refunded and the available items are in transit scheduled to be delivered on 9/18.
  
  

  Customer response

  09/15/2021

   
  Complaint: 15862672
  
  I am rejecting this response because:

  Nearly everything stated by the business is either simply untrue or completely misrepresented. Supposedly calls are recorded - so I invite anyone to playback the call.  While I'm sure my tone was showing my frustration - I never once yelled at anyone (and even apologized to the 1st rep if I was being hard on her). I never discussed what would be done 'internally' to any previous rep (that was ******* own assumption) - I only pressed the senior rep as to what the company was going to do for me to make up for the 2 week delay in shipping (despite my credit card being fully charged at the time of my checkout) + the multiple calls I had to make to get updates + the fact that due to the 2-week delay (without ANY communication initiated from the company to me to apologize or explain the delay) - that now one of the items I ordered was sold out. The 'senior rep was extremely rude and dismissive of me, and refused to listen to anything I actually said.

  In my call, I did say that I was told everything was fine with my order and would be shipping out immediately - only to have an email shortly after that it was a partial order that would be shipping.  I did say that I was either told bad information or was lied to. Facts.
  
  I didn't "refuse" to speak to anyone - I asked specifically for someone in a senior management position due to the ongoing issues I was experiencing - and the agent was more than happy to get one for me, as they even said this situation was outside their ability to do anything.
  

  ***** - claimed to be executive management, and refused to let me speak to anyone else - however if she is an example of how executive management deals with customers, that's not a good sign for the company.

  I was treated like I was the problem and was an inconvenience, and to basically just shut up and wait for them to ship my order whenever they got around to it.  I've ordered from them in the past without issues, so this was a surprise.  I only wanted to be treated with respect and as a valued customer, and all I got was the exact opposite. Quite disgusting - especially with the connection to service members.
  

  
  Sincerely,
  
  *************************

  

  Business response

  09/15/2021

  I am sorry that he feels this way. This was not what was observed on our end. I understand he does not agree with our response, however, his available items have shipped and the unavailable item was refunded. There is no further action we can take. 

  Customer response

  09/16/2021

   
  Complaint: 15862672
  
  I am rejecting this response because:

   

  The issue was still never ACKNOWLEDGED let alone addressed by the business.  *********** took 2 weeks to ship my (partial) order, never communicated with me about that delay, made incorrect statements to me... then when I contact the business to speak to someone in upper management - *****, the supposed upper management, doesn't address the issue, treats ME like cr@p and somehow it's MY fault that they screwed up.

  Having been in executive management (and business ownership) myself for >30 years - I want/need to know when these types of issues occur - so I can
  #1 ensure they don't happen again
  #2 ensure that employees are held to company standards (aren't treating customers poorly)
  #3 customer wants to return (sadly, my whole gun club has shopped with this company, and will now hear about this)
  

  NONE of the above has happened, so either the "owner(s)" don't care or are supportive of this type of poor and unprofessional "customer service".
  

  
  
  Sincerely,
  
  *************************

*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. ↩