ComplaintsforGrooni Earthing
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Complaint Details
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Initial Complaint
12/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a product on 11/28/2023. Emailed the company a few days before Christmas asking if it was shipped. They said it was running late and would be to us on 12/26/23 but no tracking number was provided. They also said they would refund $40 for the inconvenience. The $40 was never returned. The total amount was over $700. No product was ever shipped or delivered and there has not been a refund sent either.Business response
01/02/2024
Dear ******************************, we deeply apologize for the inconvenience caused, may I please have your order number or name under which the order was placed as we cant seem to find any order placed under the name this case was opened.
Once we receive that information we will proceed on further assistance and place a complete refund if indeed the order has not been receive
Hope my answer finds you well
Customer response
01/03/2024
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. The refund was credited to my boyfriends credit card however, we havent found out yet if it was the company that applied the refund or the credit card company. Either way, this business is shady.
Sincerely,
*****************************Initial Complaint
09/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Paid in full for 2 king size mats. One was defective, and they wouldn't refund my money or return them even though there website states 100% refund for any damaged or defective items. Emailed over a dozen times and no response. Then they refunded $196, but I want all our our money back.Business response
09/20/2023
The client received two king **** and stated that one of them was defective. We have responded to his emails and refunded the defective mat as shown on the shared images. The client wanted us to refund both item which we rejected as the second mat is functioning correctly.
The client also requested for us to pay for customs fees which is not responsability of our company as all clients that order internationally are subjective to pay custom fees if applied.
We reject this allegations as we have responded to the emails as also shown in the images and acted accordingly to our refund policies refunding all damaged products, even when we dont have proofs.
Hope our answer finds you well
Initial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First of all they have communicated wonderfully, shipping was a tad slow. Item came clear from *****. When my package arrived the Fed-Ex driver left the package inches from my fence which allowed my dogs to get to the package and destroy it. Immediately when I returned home I took pictures and contacted Fed-Ex. Fed-Ex agreed it was an issue but told me the shipper had to file a complaint with them to refund the paid amount. I was in contact with Grooni several times and they informed me they were not getting anywhere with Fed-Ex. I asked for either another product or my refund because the problem now was between the shipper (Grooni) and Fed-Ex. They have refused to send me another product or refund my money.Business response
04/07/2023
Indeed the customer communicated this to us and we contacted ***** as soon as we received his message but the response from ***** was that this was responsability of the customer as the package was handed in good condition. We of course understand the client frustration but we did ship the items and we are trying to mediate between the carrier and the customer but we dont think we are responsable for the package after this was delivered.
Customer response
04/07/2023
Complaint: 19892445
I am rejecting this response because:Its a blatant deflection of responsibility, If this was in fact true then they should work on my behalf to rectify the situation but yet they choose the word mediate. I was informed from ***** corporate customer service, and then it was verified by the manager of the local ***** Delivery office in *********, ** that Grooni would have to file a claim and then ***** would reimburse them. I simply ask for a refund or a new product.
Sincerely,
***************************Business response
04/20/2023
We of course understand the clients frustration but we have contacted ***** and shared the photos provided by the customer and they stated they cant assume responsability for the package.
We can assume half and offer a 50% refund as ***** has not refunded us anything for the mistake.
Hope my answer finds you well
Customer response
04/20/2023
Complaint: 19892445
I am rejecting this response because:Its only half
Sincerely,
***************************Initial Complaint
02/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered grounding sheets from Grooni on 12/29/22, order #****. My debit card was charged for $149.52. I have not yet received the order and my emails have not been responded to. Additionally, it appears that that the phone number listed on the website is no longer functioning. I would like a full refund.Business response
03/07/2023
We have shipped the package ordered but the entered shipping address was incorrect and we notified the client so the package could not be delivered. Attached is proof of the email conversation. We will accept a partial refund for the order but we understand that is the customers responsability to enter the correct address while purchasing online.Initial Complaint
01/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered earthing bed sheets on 12/7/22. I was under the impression they would be to my residence in 7 to 10 days. I reached out to customer service on 3 occasions and kept getting reassured they would be to my residence in a few days. I finally received them on 12/27/22. When I received them they smelled smokey. I contacted customer service and they said I could return them and to provide the tracking number. The sheets were sent back on 1/7/23 and I provided Grooni the tracking number on the same day. The package was confirmed received through tracking via **** on 1/9/23. On 1/17/23, I reached out inquiring about the status of the refund and I was told that they (Grooni) reached out to the distribution center and once the package was located, I would be refunded in 24 hours. I reached out again on 1/19/23 and 1/23/23 to inquire about refund, have not received another response. I have yet to receive a refund. Thank you.Business response
01/26/2023
Indeed the customer sent the package back to the warehouse, but the package was not processed which can be for many reasons such as the label was ripped of the box, etc... (backup screenshot from the fulfillment company), we tried to locate the package but that is a tedious and long process and we could not place the refund before investigating why the package was not processed. We have placed the refund to the customer account (photo proof attached) for the complete amount of the order as requested.
Customer response
01/28/2023
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.
Sincerely,
***************************Initial Complaint
11/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a king size earthing mat from Grooni on October 5th 2022 for $144. First, the order was significantly delayed. I contacted the company via their chat option, the customer service rep was responsive and said the forwarder would be contacted to send shipping information. This never happened. Second, the product that arrived was made of a much lower quality material than advertised, and was a full size mat rather than a king size mat. Third, I arranged a return given that the product that arrived was not what I ordered. At this point customer service did not respond to any of my messages. Package tracking shows the return package was delivered, but I still have not had any contact responded to, nor been refunded. The company claims a 100% satisfaction guarantee, which in my experience is absolutely not true. I received the wrong product, at a lower quality than described, significantly delayed, and customer service disappeared when I arranged a return.Business response
12/01/2022
We communicated with the customer and indeed the refund was not placed at the moment. The reason was that the returned package came without tracking information and we could not link the returned package with the customer.
The problem is now solved and the customer has been refunded.
The conversations with the client are attached to the response.
Thank you
Initial Complaint
06/29/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered from this company Grooni Earthing on June 25, 2022 I ordered a grounding full bed sheet for $129.99 order number **** later the next day found out that what I had ordered was a twin sized bed sheet but that is not what I clicked on it said full sized bed sheet, for $129.99, so I inquired by email and told them I didn't order a twin sized bed sheet, but a full sized grounding bed sheet, no reply, I asked them to cancel my order if they didn't have a full sized grounding bed sheet, I tried calling the number listed on the BBB but no one available according to their machine. I attempted to file a complaint and then suddenly I got a reply asking what I wanted and that my order was processed but still no tracking number, so I asked them if they could change my order to full sized grounding bed sheet, and still no reply, no tracking number promised, so I sent an email to them this morning asking them to return my full refund for $129.99 so far no reply. I also find out that they are not accredited to the BBB and their rating is an F how can these businesses stay operating when they don't get back to their customers or deal with issues like this? Something needs to be done. I would appreciate any help on this matter. Thank you I appreciate everything you do.Initial Complaint
02/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 1/3/2022 I placed an online order with Grooni Earthing, specifically for their Earthing Sleep Mat, priced at ******. I paid for the order using my **** credit card and a received a confirmation email with an order number (#****), saying that my order was being processed and would be shipped out soon.It also said I would get a text and/or email notification when the item was shipped out. After 3 weeks of not getting my order or hearing anything, I sent them an email asking when I could expect to receive my order and did not receive any response at all. The, a few days later, on 1/24, I called the number on the website and left a message explaining my situation and asking them to call me back, but again got no response. On Mon, 1/31, I sent another email, explaining my situation again, and have yet to receive any response or even acknowledgement . I checked my credit card and noticed that I was charged for the $******. I just asked my credit card company to investigate, saying that I wanted to dispute the charge, as I never received my merchandise as promised.
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Customer Complaints Summary
20 total complaints in the last 3 years.
12 complaints closed in the last 12 months.