ComplaintsforGrasscity
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Complaint Details
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Initial Complaint
04/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered from grass city 2 weeks ago. Cant get ahold of them at all for a status update on the order. Phone is always busy and they dont answer emails.Initial Complaint
04/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have a shipment number on an order placed on April 6 and an order number and have sent several emails and have called several times but have heard nothing back from them. I want a refund for the $170 order placedBusiness response
04/26/2024
Our customer support team was in contact with the customer since 04/17.
They provided the tracking info and the customer understood that since it was an international shipment they should allow a bit more time for the package to arrive.
The tracking shows it was delivered on 04/25.
*** / GC Customer Service
Initial Complaint
01/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed order on 12-14-23to GrassCity for $22.42. I have reached out to company at least ten times to find out what's going on. They tell me it's been turned over to the carrier ***** When I track the order I'm told it's been processed in ***********.Initial Complaint
01/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order that was over $200 at the beginning of December 2023. A month ago i received an email that the items were shipped. As of today that pacakge still hasnt moved per tracking. When i contacted *** they assured me there was NEVER a package. I have been trying to contact the company for a month and no one answers, just, we received your email. This morning they advised me they were filing an insurance claim on the non existent package and then insurance could reimburse me. I went to the insurance claim and it lists one missing item that cost like $10 but nothing about the expensive items.Initial Complaint
02/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have tried reaching out to grasscity for a refund to no avail. Their phone numbers do not work for customer support. They're not emailing me back.I want a full refund on my order ********** Can I cancel or change the order?You can cancel or change this order as long as your order has not left the warehouse ? Contact Customer Support Can I change the delivery address?You can cancel or change this order as long as your order has not left the warehouse ? Contact Customer Support Where can I find the tracking?You will receive the tracking code once your order has been shipped, it will also be available within your account information.? To My Account Do you have a question?It is best to view our customer service page. Here we answer the most frequently asked questions. Is your question not listed? Do not hesitate to ask our virtual customer service representative.I would like a full refund, the item has not shipped yet so it shouldn't be a problem.order number is # **********Business response
02/28/2023
The customers order was canceled and fully refunded. They were informed of this action on Feb. 14th, 2023Initial Complaint
01/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I order a gift for my friend birthday , sent them pictures of items missing in my box set .. also the video of the crack and stratches, at first they responsed aftef i ask them for return label and refund me they disappeared ... this company ****** , phone number always busyInitial Complaint
01/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered an item from Grasscity.Co.** it said it would take **** business days but this is not the case they attempted an delivery on the 11th day, also I missed my parcel due to poor service I received an email saying there was an estimated delivery date on the tracking but there wasnt . I went to sleep at 5am last night when I woke up this morning the tracking said an update at 340 am which would of been before I went to sleep it said ur parcel is due to be delivered today? Why didnt this show when I checked before I went to sleep why did it only show after I missed the delivery? I want my item and compensation for incovienence it said they would take **** business days but they attempt on the 11th day thats past 10 business days now I have to wait till 17th January to receive it. I originally ordered 3rd January and they lie to me saying there was an estimated delivery date onthe tracking link Grasscity support provided me but there wasnt.Initial Complaint
01/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Only got half of my order. Was told in an email the other half would be shipped in ***** hours but it's been more than a week and I still haven't gotten any tracking number or response from the customer service team. the order number is #**********Initial Complaint
10/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I only actually received one of the items in my order and the company has continually avoided my emails/delayed responding despite claiming to reply "within a few hours" on their site. It's been over a month since the original order was placed. I'd like a refund for the products not received. Thanks.Initial Complaint
07/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Order # ********** Grasscity.com sent me a box containing an empty box within it. The item I bought was missing from the box before they packed it up and shipped it out. The box was delivered to my USPS lockbox and was not tampered with because the FRAGILE tape would have shown clear signs of being opened and would no longer be sticky. Also, I called their phone many times and it just beeps until the call ends.. soo.. I messaged them on ****************** and they did not reply. I also messaged them with their ticket submission system that claims they typically reply WITHIN a few hours and it's been over double that. No email response. They simply do not answer in every way possible which is an incredibly odd business practice. I hope they send me what I paid for and compensate for the extra time I've been waiting by further upgrading the fast shipping I paid for. Reasonably speaking, they should get it to me by Monday. You would think the "world's best online headshop" would instantly reply and answer to their ******** messages, ********* messages, ticket submissions, emails and phone calls. But no, they don't.. "typically" I also encourage them to look at the packing teams security cameras and to check the other boxes of this particular piece I ordered Incase one of their own stole it before shipping or Incase ALL of the box's are empty for this particular piece I ordered. If my issue is resolved in a timely manner I will not dispute it with the bank and MAY request that this post be removed. Thanks!Business response
08/27/2022
Business Response /* (1000, 5, 2022/07/12) */ The customer actually already requested and received a refund for the order. Consumer Response /* (2000, 7, 2022/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) They apologized for the delay in reaching out to me and they refunded me. I ordered a new piece and it was actually in the box this time.
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Customer Complaints Summary
13 total complaints in the last 3 years.
4 complaints closed in the last 12 months.