Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 ISSUES: --We have purchased the ********* from this company, it has stopped working. it is still within their warranty period. They will not respond to our business ticket to address this items issues. We have waited the appropriate number of business days. We also purchased the postive grid Spark Battery on Dec 6 2024 ( i can provide order #) and they have NOT shipped it.

  Business Response

  Date: 03/20/2025

  To Whom It May Concern:
  
  Thank you for bringing this customer complaint to our attention. We have investigated the issues raised by Ms. ************ and would like to provide the following response:
  
  Regarding the Spark CAB issue:
  We addressed ************************************ ticket on March 16, 2025. We acknowledge there was a delay in our response time, which was due to a recent increase in support ticket volume. We have since resolved her technical issue and have attached the complete ticket resolution documentation to this response for your records.
  
  Regarding the Spark Battery order:
  After a thorough search of our order database using Ms. ************** name and email address, we cannot locate any Spark Battery order from December 6, 2024. The order number she provided (PG-135796) corresponds to her previous Spark CAB purchase, not a battery order.
  
  We invite Ms. ************ to reply directly to our previous support conversation and provide the correct order number for the Spark Battery purchase. This will allow us to promptly investigate and resolve this specific issue.
  
  We value Ms. ************** business and take all customer concerns seriously. We remain committed to providing quality products and responsive customer service.
  
  Please let me know if you require any additional information.
  
  Sincerely,
  Positive Grid Support Team

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  keep getting a run around and dead end customer svc prompts for problem with initial purchase and attempts to return purchase;no phone # contacts;only site service prompts which lead to dead ends

  Business Response

  Date: 02/19/2025

  Hello,
  
  Thank you for reaching out and sharing your concern. We understand your frustration, and we apologize for any confusion or miscommunication that has occurred.
  
  As shown in the attached support ticket, our agent, *******, has already resent the gift card to you, and we are currently awaiting your response. Please understand that we do our best to support our customers, and we are committed to resolving any issues as quickly as possible.
  
  If you need further assistance or have any additional questions, please don't hesitate to let us know.
  
  Thank you for your patience.

• Initial Complaint

  Date:01/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Spark 2 amp on October 17th at *************. I used the amp at home almost daily for practice. I plugged the amp in to practice a few days ago and got nothing but white noise, the amp is not working. I filed a request for customer support three days ago and still have not had any response. This company makes it almost impossible to contact someone for help and they do not stand behind their product. There are many complaints about their customer service, even on their own ******** page.

  Business Response

  Date: 01/10/2025

  Dear Mr. ********************** you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address your concerns regarding our customer service and response time.
  
  The attached support ticket documentation (#******) shows that:
  
  1. Your initial support request was submitted on December 19, 2024 
  2. Our support team responded within 24 hours of your initial request
  3. We maintained consistent communication throughout the process
  4. A replacement unit was approved, processed, and shipped with tracking number TBA318426485862
  5. The replacement unit was successfully delivered on January 5, 2025
  
  While we understand your frustration with the original product issue, we've worked diligently to provide a resolution through our standard warranty process. As shown in the attached documentation, our agent maintained regular communication with you from December 19 through January 2, culminating in the delivery of your replacement unit.
  
  We hope this addresses your concerns and demonstrates our commitment to customer service and standing behind our products. Should you have any questions about your replacement unit, please don't hesitate to contact our support team.
  
  

  Customer Answer

  Date: 01/10/2025

   
  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

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Spark2 and a Sparkx pedal on Nov 6th. I received the pedal on the 12th and the amp was supposed to come the next day. Since then it has been lost once and stuck again. I have tried multiple ways to contact Positive Grid to resolve the issue. I opened case #****** and have only heard back from Positive Grid rep ***** twice. Once to tell me they would look into it and another after a week I think to tell me that the logistics team said it was on the way. Positive Grid has been no help in getting me my lost amp. Their products are great but have some of the worst customer service I have ever dealt with.

  Business Response

  Date: 11/22/2024

  Dear Mr. ******************************** you for notifying us about the customer complaint filed by Mr. **** *****. At Positive Grid, customer satisfaction is a priority, and we value the opportunity to address any concerns directly and transparently.  
  
  Background of the Issue:
  Mr. ***** ordered a Spark 2 amp and Spark Control X pedal on November 6, 2024. While the pedal was successfully delivered, the Spark 2 amp encountered delivery delays and transit issues with our logistics partner, ***. We immediately began investigating and maintained communication with Mr. ***** throughout the process, as detailed in our internal ticket records (#******).  
  
  Despite our teams efforts, including working with our logistics partner and escalating internally, the shipping delays caused significant frustration. The shipment was ultimately delivered, but the overall experience fell short of both the customers and our expectations.  
  
  Actions Taken:
  1. Immediate Support: As soon as Mr. ***** contacted us, we opened an investigation with our logistics team to locate and expedite the shipment.  
  2. Customer Communication: Our support agent ***** provided Mr. ***** with regular updates on the packages status and assured him that if the shipment were confirmed lost, we would take corrective actions, such as resending the amp or issuing a refund.  
  3. Compensation Offered: To express our apology for the inconvenience, we offered Mr. ***** a discount code for use on future purchases as a goodwill gesture.  
  
  Additional Context:
  It is important to note that the delays in this case were caused by the carrier. Positive Grid uses third-party logistics providers, which can sometimes limit our ability to directly address shipping issues as promptly as we would like. However, we remain committed to supporting our customers and assisting with resolution.  
  
  We understand the importance of clear and proactive communication, and our team worked diligently to ensure Mr. ***** was informed and that all potential resolutionsincluding a replacement shipment or refundwere available if necessary.  
  
  We sincerely apologize for any inconvenience caused to Mr. ***** and appreciate his patience throughout this challenging situation. Please feel free to contact us directly if additional information is required or if there are further actions we need to take.  
  

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22581394
  
  I am rejecting this response because: Their logistics team did nothing. It was sent back ground which took over a week to get to me. I was the one to reach out to *** and get detailed tracking. Their support rep ******** only reached out to me twice through their support ticket system while this was going on for over 2 weeks. I repeatedly asked for someone to reach out to me but no one contacted me. Their coupon was a 10 dollar off my next purchase which is a slap in the face. I am not the only one that feels this way. There are 3 pages of complaints just here. On ******** they only have an 84% Recommend rating. Not for their products but for their customer service. They put a good spin on what their response but clearly their customers are not satisfied with the support of their product.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/26/2024

  Dear Mr. ******************************** you for bringing Mr. ****** continued concerns to our attention. We deeply regret that his experience has not met expectations and are grateful for the opportunity to clarify our actions and commitment to resolving the issue.  
  
  ### Addressing the Customer's Concerns:  
  
  At Positive Grid, we rely on third-party logistics providers to manage the shipment and delivery of our products. While this limits the direct control we have over the carriers shipping status, our support team consistently monitored the situation and maintained communication with our logistics partner to ensure the package reached Mr. ***** as quickly as possible.  
  
  During this process, our team assured Mr. ***** that if any delivery exceptions were confirmed and the package were deemed lost, we would escalate his case immediately. In such a scenario, we were prepared to explore alternative resolutions, including resending the amp or issuing a refund. At no point did we give up on resolving the issue and remained committed to supporting Mr. ***** throughout the process.  
  
  Unfortunately, Mr. ***** specifically requested direct communication from the carrier, which falls outside of our capabilities at this time. Our role is to act as an intermediary, relaying information and advocating for our customers, which we continued to do. While this approach may not have aligned with Mr. ****** expectations, it reflects the extent of our current processes and partnerships with logistics providers.  
  
  ### Our Commitment to Improvement:  
  
  We understand that our efforts and communication in this case did not meet Mr. ****** expectations, and we apologize for any frustration this caused. To better address similar situations in the future, we are actively working to:  
  
  - Enhance communication protocols to ensure customers receive more timely and transparent updates.  
  - Explore ways to improve collaboration with our logistics partners, particularly in situations where direct customer communication with the carrier is requested.  
  - Review our customer service processes to ensure alternative resolutions, such as resends or refunds, are escalated and addressed more effectively.  
  
  We sincerely regret that Mr. ****** experience did not reflect the high standards we aim to provide. We remain committed to making improvements and ensuring all customers feel supported throughout their journey with Positive Grid.  
  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22581394
  
  I am rejecting this response because:

  That was a real fancy way of passing the buck to your third party logistics company. Who does that company work for? You and in this case you did not use them effectively. They could have taken multiple steps to fix the situation but they did not or you as the company that hired them did not use them effectively. I know this for two reasons. I have worked at 2 separate Datacenters where I was the shipping liason for parts and equipment. Also my ex work for a logistics company who handled logistics for businesses. You dropped the ball on this one. I am not going to accept a response because you will keep replying with corporate speak instead of just admitting you made an error. From your customer reviews this is par for the course.The time to make it right was while this was happening, not after the fact. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/26/2024

  Dear Mr. ******************** you for sharing *************** feedback. We regret that our service did not meet his expectations and appreciate the chance to address his concerns.
  
  Actions and Commitments:
  
  1. Enhanced Support Communication:
  We recognize Mr. ******* frustration with limited updates. We will improve response times and increase communication frequency to ensure customers feel fully supported.
  
  2. Proactive Tracking Management:
  We will take a more proactive approach in managing carrier interactions and keep customers informed, especially during delays.
  
  3. Service Improvement Commitment:
  We are reviewing our customer service practices, enhancing support team training, increasing oversight of priority cases, and re-evaluating communication policies.
  
  We apologize for the difficulties Mr. ***** faced. His feedback will inform our ongoing improvement efforts. Please let us know if further action or clarification is needed
  
  
  

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shipping Date: 29 August, ******************************* mid September, 2024, with a noise problem, which turned out to not be the amp. A week later the Modes, it has 8, started giving massive volume changes in between each one. I called back and they said send me a video which I did, but they claimed THEY NEVER RECEIVED. Today, I tried factory resetting the amp and reloading the software update on September 26, 2024. I was going to resend the video, but now the amp will no longer turn on. They say that they are having so many problems with the Spark 2 that they are a minimum of two week delay to reply to emails. It's obvious that they put the product on the market before it was finished with the design. They pulled the same thing when they released their Spark 1.

  Business Response

  Date: 11/07/2024

  Dear Better Business Bureau,
  
  We acknowledge the user's concern regarding our product, and we want to assure them of our commitment to providing excellent customer service. Our recent high backlog of support tickets has resulted from the increased demand for our new product. Although we initially responded to the customer's inquiry within a few days, we have remained actively engaged with them throughout the process, offering detailed instructions on how to best submit a video demonstrating the issue to help us verify and determine the next steps efficiently.
  
  We are attaching a PDF file documenting our interaction with the customer from late October, which showcases our commitment to assisting them. Additionally, we confirm that we received a follow-up email from the customer on November 6, including a link to the video. We are prioritizing this case to ensure we promptly identify the issue and offer a resolution as soon as possible.
  
  Most importantly, we want to reassure the customer that we are dedicated to maintaining high product quality. The issue with their unit is likely limited to a very small batch, and we remain eager to help resolve it to their satisfaction.
  
  Thank you for facilitating this communication.
  
  

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need a speaker for the GO amp. Specs are 2 inch 5 W - 4 ohm-Bluetooth. I cant get through to anyone at Positive Grid. They will send you to an app called JustAnswer which cost $35. ********** cant come up with a source or a solution for this speaker so there doesnt seem to be any help from the company. I believe they have speakers in stock but just cant reach them to purchase one. Very frustrating.

  Business Response

  Date: 11/05/2024

  Dear ***** ******,
  
  Thank you for reaching out to us regarding the recent complaint. We would like to address the concerns raised by the customer.
  
  We did not receive any support ticket from the user, and our support channel has remained open and accessible at all times via *************************************************************. We are also unaware of any third-party app called JustAnswer, as all our support inquiries are routed directly to our inbox, where our team assists customers directly.
  
  To clarify, we do not sell parts or kits, such as the specific speaker requested by the customer. If the user is experiencing an issue with their Spark GO, we encourage them to reach out to our support team through the link provided above to request *********** if needed.
  
  Thank you for allowing us the opportunity to respond and assist with this matter.
  
  

• Initial Complaint

  Date:10/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  placed order on august 1st fora spark 2 amplifier. product was not delivered. It was supposed to ship mid september. I still have not received it and the website says unfulfilled. I sent them 2 emails requesting information on shipping and got no response.

  Business Response

  Date: 10/22/2024

  Thank you for your notification regarding the complaint filed by **** ***** (Complaint ID: *********. We appreciate the opportunity to address this matter.
  
  We acknowledge that we have received a high volume of support inquiries since the launch of our new product, which has led to some delays in our response times. However, we have since communicated with Mr. ***** about his order (Order Number: PG-******) and provided updates on its status.
  
  On October 19, 2024, we informed Mr. ***** that his order had been shipped via Amazon Logistics and provided tracking information. We have attached the file as proof of our interaction with him.
  
  We are committed to resolving any outstanding issues and appreciate your understanding in this matter.

  Customer Answer

  Date: 10/22/2024

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Spark Live device from the ********************** website on 9/15/2024. My order number was PG-******. My order also included 2 of the rechargeable batteries.They shipped me the 2 batteries within a week but never shipped the Spark Live which I paid $549 for. The took my money but did not ship the hardware. I have sent several inquiries about my missing hardware. They sent me an automatic response saying that my "Support Request #******" was created and they said "Out team is on it"; however I have not heard anything back from them.There is no phone number to call and no way to register a complaint other than sending a ticket to support. Right now, they stole $549 from me. There headquarters is in *********. I am not sure if I can all the police in *********.

  Business Response

  Date: 10/07/2024

  Dear BBB and Mr. ********************** you for bringing this to our attention.
  
  We are currently experiencing a high volume of support tickets, which has impacted our response time. As noted in our ************ it can take 1 to 2 weeks for us to respond to inquiries. We apologize for any inconvenience this has caused.
  
  We are now aware of the issue Mr. ******** is facing with his missing Spark Live device, and we are prioritizing the reshipment of his order. At the same time, we are investigating the situation within our system to ensure it is properly addressed.
  
  We appreciate Mr. ********* patience, and we are working diligently to resolve the matter.

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 1 2024 I ORDERED A AMP CONTROL AND WHEN IT CAME IT WOULD NOT WORK. I CONTACTED POSATIVE GRID ON THE *** SITE AND COMPLAINED WHAT WAS WRONG. ALL THEY DO IS SEND ME WORTHLESS EMAILS AND TELL ME TO FILL IN THE QUESTIONS. THEY KNOW THERE IS NO WAY TO SEND ANSWERS ON THOSE QUESTIONS FROM THAT PAGE. I HAVE RUN AROUND THE SITES THEY HAVE THAT ARE SUPPOSED TO HELP. THEY DO NOT. I WANT A NEW CONTROLLER OR MY $149.00 PLUS TAX BACK. THEY SAY THEY WILL SEND HOW TO RETUEN THE **** BUT THEY NEVER HAVE. JUST KEEP GETTING THE SAME EMAIL OVER AND OVER. I BELIEVE THEY KNOW WHATS UP AND THEY REALLY DONT ******* ALSO CONTACTING MY ATTORNEY GENERALS OFFICE AND FILLING A COMPLAINT AGAIST THEM. IVE LEFT THEM MESSAGES THAT I AM DOING THIS BUT SEEMS THEY DON'T CARE

  Customer Answer

  Date: 10/11/2024

  I HAVE ALREADY CONTACTED YOU AND TOLD YOU THAT I WAS SATISFIED BECAUSE ONCE YOU GOT INVOLVED THINGS WORKED OUT . THANK YOU SO MUCH AND LET ME SAY TO BAD I HAD TO JUMP THROUGH THEIR HOOPS TO GET A FUNCTIONING PRODUCT IS BAD BUSINESS.THANKS AGAIN YOU CAN CLOSE THIS CASE

  Customer Answer

  Date: 10/11/2024

   
  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. I HAVE ALREADY CONTACTED YOU AND TOLD YOU THAT I WAS SATISFIED BECAUSE ONCE YOU GOT INVOLVED THINGS WORKED OUT . THANK YOU SO MUCH AND LET ME SAY TO BAD I HAD TO JUMP THROUGH THEIR HOOPS TO GET A FUNCTIONING PRODUCT IS BAD BUSINESS.THANKS AGAIN YOU CAN CLOSE THIS CASE
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a spark go and the sound is not good and it breaks up very easily. Not happy with the device and am trying to return for a refund. There is no phone number and no one has responded to 3 different emails to the companys support site. I need to return for a refund, but there is no way to get a hold of somebody! Very Frustrating!!

  Business Response

  Date: 08/18/2024

  We sincerely apologize for any inconvenience caused by the issues you've experienced with your Spark GO device. We understand how important timely support is and regret that our response did not meet your expectations.
  
  Due to our recent product launch, our team has been exceptionally busy. However, this is no excuse for any delays in customer service. We are committed to assisting our customers as promptly as possible.
  
  In response to your return request submitted on August 9th, we contacted you by August 14th and provided a return label by August 15th. To verify our response times and actions, we have attached a PDF document from our support system that outlines our communication with you and the steps taken to address your request.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly. We appreciate your patience and understanding as we work to improve our support services.
  
  Thank you for bringing this to our attention.