Business ProfileforGroove Life Rings

I purchased two of these a couple years ago. One of them has split at the edge in various places despite living on tbe finger of a self-proclaimed couch potato. I contacted the company for a warranty replacement only to be told that: (1) they don’t have the same product to replace it with and (2) they charge a fee for warranty replacement. Who the heck charges a fee for a lifetime warranty? Junk product and junk service. Don’t buy from Groove! * Update: Groove contacted me to "clarify" their warranty and stated: "any product damaged due to a failure will be promptly replaced at no extra cost to you." Nonetheless, they billed me $2.99, which is not "no cost." Add false advertising to my list of complaints.

The customer initially purchased of two Groove Life rings on November 24, 2021. On June 30, 2024, a warranty submission was filed due to a tear on one of the rings. A Customer Experience Representative responded on July 3, 2024, stating the ring needing to be replaced was out of stock, to which the customer replied later the same day. This was a mistake by our CX Rep and the customer was later informed that we did, in fact, have the correct color/style requested. The warranty claim was processed on July 4, 2024, in accordance with our warranty policy, as stated on the Groove website. As the damage to the ring was determined to be from wear & tear (as evidenced by the photo provided by the customer), a nominal processing fee plus standard shipping charges was applied, and an invoice was promptly emailed to the customer. An explanation on the Warranty is available on the Groove Life website. On July 4, 2024, the customer emailed back and expressed dissatisfaction with our product, stating that it did not meet his expectations and threatened to leave negative reviews on various platforms. The following day, July 5, 2024, a Groove CX Rep contacted the customer via email, and apologized for any confusion or inconvenience. The customer was educated on how the warranty process functions and was directed to the Terms of Service on our website. Later that day, the customer once again expressed discontent via email, threatening negative reviews to voice his dissatisfaction with our products and services. In response, we empathized with the customer and, as a gesture of goodwill, waived both the shipping and processing fees. A replacement ring order was placed on July 5, 2024, at no cost to the customer. When educating the customer as to how the warranty works, he was informed that there is no charge when a product fails, however, it was pointed out that wear & tear is not considered product failure, as per the Groove Warranty details on our website and via email. The Groove website states: ????????If it's lost, torn, scratched, scuffed, etc. don’t fret! We'll help out with a new product ?? *processing fees + shipping charges apply