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:04/26/2025

  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.

  Product failure. The tears occurred on engineered grooves placed by the manufacturer. This can be seen in the pictures. There are multiple tears in multiple grooves.All Groove Life products are covered under our product failure warranty, which is a free replacement (Groove Life).

  

  Business Response

  Date: 04/28/2025

  Customer filed a warranty claim on April 25, 2025, for a silicone ring that had been previously replaced on August 30, 2023. The photo provided of the damaged ring (different photos attached to BBB complaint) show several small tears that are indicative of wear and tear.
  
  An invoice was emailed to the customer. Included was a $5 discounted ring charge plus shipping.
  
  As displayed on the Groove Life website, the warranty covers instances where a product fails to meet the performance standards set by our product team. This applies to product failures but doesn't include wear and tear, cosmetic damage, odor, or similar issues. Additionally, lost or stolen items are not covered under our warranty.
  
  Resolution: As a one time courtesy, the discounted charge will be waived and an updated invoice will be emailed for the shipping charge. 
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23254893
  
  I am rejecting this response because:

  As can be seen in the pictures, the tears to the silicone ring occured in notches that were engineered into the ring and placed during the manufacturing process.  These notches are a design flaw and will cause the replacement ring to fail.  Groove Life is aware that their product is inferior and has has changed their warranty.  All Groove Life products are covered under our product failure warranty, which is a free replacement.  A replacement will do no good as the product will continue to fail.  I would now like a full refund of the original purchase price.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/29/2025

  Groove Life's warranty policy was updated at the beginning of 2024 due to business growth and changes; complete details can be found on our website. As stated in our Terms of Service, management retains the right to modify the warranty policy as necessary.
  
  Groove silicone rings are carefully engineered with safety in mind, providing a comfortable yet durable wear. Constructed from premium silicone, they offer dependable security. Nevertheless, replacements may be required under certain circumstances.
  
  Per our Returns Policy, a refund is available for up to 30 days, post purchase when the purchase is made on the Groove Life website.
  
  The offer of a complimentary replacement ring, with the customer responsible for the shipping costs, stands.
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23254893
  
  I am rejecting this response because:

  You product is not as claimed.  The silicone rings have notches engineered into the circumference of the ring creating weak spots resulting in failure of the structural integrity of the product.  You wrote that your product is "durable."

  Durable:

  -able to last and be used for a long time without becoming damaged (*********)

  -able to exist for a long time without significant deterioration in quality or value (*******-*******)

  Your claim of durability is misleading.  How many warranty claims have you had on your rings?  Did you change your warranty because you were losing too much money on claims?  

  Why do you charge so much for shipping when the ring could be blacked in an envelope with a $.73 stamp affixed?  Do you recoup the cost of the ring in your shipping fee?

  While you claim you reserve the right to change your warranty, you do not have the right to false advertising.  This could be a much bigger issue if would like.

   

   

   

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

• Initial Complaint

  Date:02/05/2025

  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.

  I purchased a Groove Life Zeus ring that came with a their 94-year limited warranty that states "94-Year No BS Coverage - Yes, you read that right! Your product is covered for your use for the next 94 years. We believe in the quality and durability of our products, and we want you to feel secure and supported for nearly a century."Well, that warranty is straight up fraud as Groove Life would not cover my Zeus ring that tore in half after wearing it for two months. Their support team told me 'Normal wear and tear' was no covered with their '94-Year No BS Coverage', which makes no sense because my ring tore on its own with due to poor craftsmanship. To insult me a bit more, they offered me a discount on a replacement ring which is $5.00 and then $3.99 for shipping. What a joke. Why advertise this great warranty when you do not even stand behind your products. I tell everyone I know to never shop at this horrid company that had a bait and switch warranty.

  

  Business Response

  Date: 03/05/2025

  Hello,

  We are sorry you are unhappy with our warranty.   Honestly, we are working on revamping the warranty due to complaints like this.  Silicone rings are designed to break and save your finger so tearing from wear and tear is normal.  We've discounted replacements from wear and tear significantly...less than $10 all in which we thought was reasonable.   Sorry again...we are trying to dial in the right policy.  *****

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22903255
  
  I am rejecting this response because Groove Life offers a 90+ year warranty and I want them to honor that and replace my ring. I should not have to pay for a replacement due to manufacturer defects.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/24/2025

  Customer submitted a warranty request on February 3, 2025, requesting a replacement for a damaged Groove ring that he originally purchased from ******. The ring was torn, and the damage was determined to be wear and tear, not a manufacturing defect. Customer was sent an invoice for $5 plus the shipping option of his choice to replace the ring.
  
  Our response:
  As stated on our website, our warranty covers instances where a product fails to meet the performance standards set by our product team. This applies to product failures but doesn't include wear and tear, cosmetic damage, odor, or similar issues. Additionally, lost or stolen items are not covered under our warranty.
  
  For issues outside this coverage, we're happy to offer a discounted price on a replacement product so the customer does not have to pay full price for a replacement product.
  
  Groove rings are thoughtfully designed for safety, offering the ideal combination of comfort and durability. Made from high-quality silicone, they provide reliable security. However, in certain situations, a replacement may be needed.
  
  If the customer would like to reach out to us directly, we will be happy to waive the discounted charge as a one time courtesy.
  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22903255
  
  I am rejecting this response because I have reached out to the company twice and have gotten the run around and been told to pay a replacement fee and shipping. Now they are asking me to reach out again. I believe the business is just giving me the run around with zero intent on replacing my ring that tore under normal wear and tear.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/27/2025

  If customer changes his mind, he is welcome to reach out. However, we will not send him a free ring automatically since we need more information. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22903255
  
  I am rejecting this response because I once again reached our to Groove Life today and they asked me to pay a replacement fee and shipping even though they stated they are sending the replacement ring to me for free. What they tell the BBB does not match what they offer when contacted.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/28/2025

  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.

  I got a belt last year with this 94 year no BS warranty. The belt failed near the buckle that clearly indicates a product defect. Contacted the warranty department, sent pictures of the failure. Was told the belt was a premium product and as such is only covered 50%, and was sent a link to purchase a replacement for half price.Absolutely ridiculous, I got five emails from different people offering service and none could deliver me a reason as why they didn't cover the belt full price. The tone of the email was worst as if i was asking for somethings vs holding them accountable for what they promise . I even offered to pay the difference on a leather belt as their belts do not last as promised and was told no. I just want you to honor your warranty. Horrible experience.

  

  Business Response

  Date: 03/24/2025

  On January 4, 2024, the customer requested a warranty replacement for a belt with torn webbing, which he claimed was received as a gift. No receipt was provided, nor was this product registered on our website. The description of the belt on the warranty claim was for a belt we do not offer and differed from one previously replaced for him on September 1, 2023. When questioned about the style of the damaged belt, the customer changed his claim to the belt we had previously replaced. The photo provided did not show the complete belt, making it impossible for us to confirm whether it was a product we sell and if it was actually the style we had replaced in the past.
  The customer also requested an upgrade to a more expensive belt style. We declined this request, as we do not offer upgrades to the requested product. Instead, we offered a replacement of the last belt (equal value) we replaced for him at a discounted price, since this damage was determined to be caused by wear & tear and not a manufacturing defect. The customer expressed dissatisfaction, threatened to report us to the Better Business Bureau for not taking responsibility. He also requested a refund.
  In an effort to resolve the issue, we offered a deeper discount if he could provide a new photo of the belt, which would help us confirm whether the item was indeed one of our products. The customer informed us that the belt had been disposed of and did not provide any additional photos.
  A team lead later followed up on the matter, reaffirmed that the damage was due to wear and tear, and communicated that while we stand by our offer of a significant discount, we would not be able to provide a free replacement belt.
  
  Our warranty covers instances where a product fails to meet the performance standards set by our product team. This applies to product failures but doesn't include wear and tear, cosmetic damage, odor, or similar issues. Additionally, lost or stolen items are not covered under our warranty.
  For issues outside this coverage, we're happy to offer a discounted price as a courtesy to our customers. 
  
  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22869433
  
  I am rejecting this response because:
  This is not the cause of events. I offered to pay the price difference for the newer belt.  I never asked for anything free. This organization advertises that their 99 year warranty covers their items but is refusing to stand by their product. I have been nothing but professional with my correspondence and have yet to receive any other option than to buy another same model of the original failed item.  This is not customer service 
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/31/2025

  We truly stand by the quality of our products, which is why we offered a replacement for the same item originally purchased. However, per company policy, we do not offer upgrades to newer styles as part of our replacement process. The replacement offer remains available for the same product or a similar, lower-tier option. If the customer would like to proceed with a replacement under these terms, we are still happy to assist.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 22869433
  
  I am rejecting this response because:
  This business has yet to reach out to me for a solution.  This has taken way too long and way too much correspondence when it comes to a simple warranty replacement. If the company would like to proceed with a replacement unit, please email me the options.  Until then this is still an open situation 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/15/2025

  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.

  This company offers a warranty on their products, this is the reason I bought it. The ring I bought has damage to it. I have sent emails requesting warranty service and havent gotten any response.

  

  Business Response

  Date: 01/16/2025

  HISTORY:
  Customer contacted ********************** and submit a warranty claim to replace a damaged ring on January 4, 2025, at 7:15 through the company website. Before we could respond, at 7:39, the customer sent a separate email message asking if he could change the style on his new order.  Later that same day, a Customer Experience representative emailed the customer letting him know his warranty had been approved, and a replacement code was provided. Included in that answer was a short blurb letting the customer know the various products that were excluded as upgrades.
  
  On January 7th, customer emailed **************** asking if he could get a smaller size. A CX Representative responded on January 8th, at 12:21 informing the customer that he could choose any style/size ring hed like.
  
  On Saturday, January 11, 2025, customer emailed again stating he was still waiting for a reply. Before we were able to respond to that ticket, he emailed again on Sunday, Jan 12th, informing **************** that he had sent an email to us regarding his ring replacement, and he wanted a different style. We responded at 3:15 with an apology for the last reply not going through, and we resent the message including the warranty code.
  
  RESPONSE:
  *** CX Team responded to the emails sent by the customer, and provided the requested information. See attachments.
  
  We have attempted to contact the customer by phone (left voicemail message). If the customer would like to reach back out, he is welcome to go to ******************************************************** to chat with one of our reps. *** chat hours are Monday thru Friday, 9am to 4pm CST.
  
  We would appreciate the opportunity to complete the customers warranty request at his earliest convenience.
  

• Initial Complaint

  Date:01/10/2025

  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.

  I purchased their rings when I got married 5 years ago because they provided a lifetime warranty. In the first year they were honoring their warranty, but then they changed their policy and stopped honoring it. I would like them to either honor their warranty or refund the money I spent on the rings.

  

  Business Response

  Date: 01/14/2025

  The customer's initial order for two rings was placed on November 18, 2020. Subsequently, the customer reported a quality issue and two new rings were dispatched on December 31, 2020. To date, there is no record of the customer contacting the company regarding replacements for either ring.
  
  The Groove Life warranty remains in effect and encompasses situations wherein a product fails to meet the performance criteria established by our product team. This warranty applies to product failures but explicitly excludes wear and tear, cosmetic damage, odor, or similar issues. Furthermore, items that have been lost or stolen are not covered under the purview of our warranty.
  
  In the event that the product experiences a failure, as outlined above, we will provide a replacement at no additional cost. For issues falling outside the scope of this coverage, we are pleased to offer a significantly reduced price on a replacement product as a courtesy.
  
  To submit a warranty request, go to *****************************************************
  
  

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22796369
  
  I am rejecting this response because I have been in contact with Groove Life since December 3rd about a broken ring. Attached is my last written correspondence, where an employee informed me that my request was being escalated on December 9th. 
  
  Sincerely,
  
  M C

  

  Business Response

  Date: 01/23/2025

  The customer provided a copy of his correspondence history with Groove. There was a different email address used when corresponding with the company than what is shown on BBB Complaint and e-comm store record when purchases were made. With this new information, we were able to locate his warranty submission. 
  
  After reviewing your replacement request, we can confirm that a mistake was made by the CX Rep, and the type of damage on your product is, in fact, 100% covered by our warranty. I apologize for this mistake and for the inconvenience caused to the customer.
  
  An order has been placed for a replacement ring and the customer can expect delivery in 5-7 business days. 
  
  

• Initial Complaint

  Date:11/26/2024

  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.

  On August 15, 2020 I ordered a ring from Groove Life because I needed a silicone ring. I primarily bought from Groove Life based on their great warranty. However, I lost my ring and am trying to get warranty service from them. Under the warranty there was when I bought the ring, that was covered. I have proof of that old warranty from ***********. They changed their warranty and now say that's not covered. They did offer to make me pay $2.99 plus tax for a warranty processing fee with no shipping. However, when I clicked on that link they sent there was also a $3.99 shipping fee. I emailed them back with both concerns. One, they changed their warranty after I bought my ring and seem to think their new warranty applies to my old purchase. Second, the link sent charges shipping when the invoice they sent had $0 for shipping. The response I got was simply a reiteration of their new warranty with no answer to either question. I emailed again with proof of the old warranty and have not yet received a response. I simply want a new ring mailed to me for free under the old warranty, and for Groove Life to admit the new warranty does not apply to old purchases. The only reason I paid $30 for a rubber ring when I can get a 5 pack on ****** for $10 was because of the warranty.

  

  Business Response

  Date: 11/27/2024

  Customer submitted a request on the ********************** website to replace a lost ring on 11/21/24.  The ring was initially purchased on 8/15/20 with one additional replacement request on 11/3/21. On 11/23/24 Groove Life **************** sent an email and invoice. The email included a disclaimer stating, For future reference, we do not offer discounted pricing for the replacement of a lost or stolen item. However, we're happy to make a one-time exception today. This invoice included a discounted price of $2.99 to cover the ring and the shipping option of the customer's choice.
  
  The customer emailed back on 11/23/24 stating the Groove warranty covered lost items when the original purchase was made which is why he purchased from Groove and questioned how it is ethical to change the warranty post purchase. He also expressed his concern about the shipping fee. When he clicked the link to make the purchase, a $3.99 shipping fee was added. Customer expressed his feelings of having been lied to yet again by a company.
  
  A response was emailed explaining that All Groove Life products are covered under our product failure warranty, which is a free replacement. When the damage is due to everyday wear and tear, this is still replaceable through a discounted price, but is not free. He was also referred to the warranty as shown on our website, which addresses lost items.
  
  Customer responded again, questioning the change in the warranty.  
  
  Groove CX sent an email explaining that the warranty is subject to change. Also included was an explanation of how the warranty/product replacement works. A free ring was offered as a one time courtesy.
  
  The customer responded: No, the warranty is not subject to change. It was a 94-year warranty. You cannot change the warranty that covers the item after I bought the item.
  
  A followup to the previous email was sent by the customer, stating he appreciated ********************** doing the right thing after he made his BBB complaint. He expressed that Groove needs to admit error in making changes to the warranty and mentioned this could be lawsuit territory and he plans on checking in with the *** about Grooves business practices. 
  
  RESPONSE:
  While we appreciate the customers concerns, ********************** maintains the prerogative to modify the warranty policy as deemed necessary. Likewise, Groove Life Terms of Service does not include a grandfather clause. 
  
  With regard to the concerns about shipping charges, the customer was not notified that there would be no shipping fee when the original invoice was sent. Furthermore, this matter was addressed in the email accompanying the invoice: The shipping of choice will need to be selected at checkout.
  
  As previously stated, all fees were waived to replace the lost ring, as a gesture of goodwill. 
  
  
  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  I do accept the warranty replacement of the ring. However, Groove has been inaccurate again as to their assessment. Here is proof from the original response I got stating there is no shipping charge. Also, I want Groove to acknowledge they have absolutely no right to change a warranty after an item has been purchased. No grandfather clause is needed. An item purchased with a 94 year warranty has that warranty until the 94 years are up. Period. I would like Groove to acknowledge that and change that policy on their website. I also am disappointed it took making a BBB complaint to get them to do the right thing.
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 01/07/2025

  Groove Life retains the right to modify our warranty policy as needed. Our Terms of Service, which are publicly available on our website, outline this clearly and do not include a grandfather clause. Please be assured that any adjustments made are in accordance with applicable laws and intended to improve our service and offerings.
  
  Regarding the shipping charges, we strive to be transparent throughout the process. As noted in the email accompanying your invoice, the shipping method needs to be selected at checkout, and the associated costs are displayed before the transaction is completed.
  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  Groove Life has absolutely no right to modify a warranty after purchase has been made. This is a violation of the ********-**** Warranty Act. 
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:10/23/2024

  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.

  My wife purchased a ring for me when we got married, I believe she spent ***** for the small piece of silicone. The ring begin to tear after only a few months of wear. I reached out to groove for a replacement under their warranty. I found out that you then had to pay $15 for a replacement after paying about $40 for the original ring. I was displeased as a small piece of silicone can not cost but a few cents to make. I then subsequently left a review on the ring originally purchased on groove's website. After writing a detailed review warning customers about the low grade quality of the product as well as the false claims made in advertisements about their warranty I have discovered Groove has withheld my review as it is not available to see on their website. This is a direct violation of the Consumer Review Fairness Act implemented by the ***.

  

  Business Response

  Date: 10/24/2024

  The customer submitted a warranty claim to ********************** on March 29, 2023, requesting a replacement for a silicone ring. A Groove Life Customer Experience representative responded promptly on March 30, 2023, offering a $25 code to apply toward a replacement ring of the customers choice, which was our standard procedure at that time. The original ring was valued at $34.95, meaning the $25 code would cover all but $10 of the cost if the customer selected the same style for the replacement. The remaining $10 was intended to cover standard shipping and handling. No additional charges were applied for the ring itself.
  
  We did not receive any further communication from the customer following this offer. However, on or around September 25, 2024, the customer left a ****** review on our website. In this review, the customer shared inaccurate information regarding the cost of the replacement and implied that Groove Life profits significantly from warranty claims. He stated he would be charged an additional fee for shipping. And, his review indirectly encouraged other customers to purchase silicone ********************** from a specific vendor, named in his review. Due to the fact that the customer stated inaccurate information that he had no knowledge of, the review was suppressed.
  
  Should the customer wish to submit another review containing actual facts, we would be happy to consider publishing it on our website. 
  

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22463879
  
  I am rejecting this response because:
  I did not post inaccurate information in the review. You just said in the previous statement that I was going to still have to pay $10 for a replacement. That is NOT how a no BS policy should be advertised. I recommended a much higher quality product to customers that was offered at a more affordable price. 
  Sincerely,
  
  Gates *******

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair 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.

  Ordered a belt with a 94 year no BS warranty. Belt band failed near the buckle that clearly indicates a product defect. Contacted the warranty department, sent pictures of the failure. Was told the belt was a premium product and as such is only covered 50%, and was sent a link to purchase a replacement for half price.

  

  Business Response

  Date: 08/05/2024

  Customer purchased a belt from the ********************** website on September 13, 2021. 
  On July 20, 2024, a warranty claim submission was received by the company. Customer requested a replacement belt. A ********************** CX Rep reached out requesting a photo of the damage on July 30, 2024. The customer responded later that same day with a photo.
  The warranty claim was processed on July 31, 2024, and an invoice for 50% of the belt plus a shipping charge was emailed separately since it was determined that the damage to the belt was considered wear & tear. 
  Customer responded with an email, stating "I'm confused, you're saying the belt is a premium product so it is only covered 50% under warranty?"  On August 2, 2024, a reply was sent with a detailed explanation on how the warranty works. The customer responded, stating that he did not feel his question was answered. A response was sent on August 4, 2024, with different verbiage to explain how the 94 Year No BS Warranty works, 
  
  Groove Life received a BBB Complaint, on August 5, 2024. 
  
  The warranty claim originally submitted by the customer was reviewed by management, as is our practice, and it was determined that the belt was in fact damaged due to product failure and should be covered at 100%.
  
  Resolution:  A replacement order has been placed, and the customer notified via email. 
  
  
   

  Customer Answer

  Date: 08/05/2024

   
  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:01/31/2024

  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.

  Purchased ring on 7/13/23. It was worn 2-3 days a week at most since then. It tore where one of the grooves are in the back of the ring while taking it off from my finger. It was not abused and has no other cosmetic defects indicating abuse. Company advertises a No BS Lifetime Guarantee with free replacement due to manufacturing defects. The issue is clearly a defect in design, materials or manufacturing, but they are requiring me to pay a "processing fee" and shipping to get it replaced. They subsequently had management contact me to just restate the warranty they are not honoring and said they are designed to tear. It is ridiculous that their product only lasted 6 months in its intended purpose without any abuse or neglect, and they are refusing to cover a replacement for no cost when they advertise a lifetime guarantee.

  

  Business Response

  Date: 02/07/2024

  Transaction History:
  Customer submitted a warranty claim for a torn/split ring on 1/29/24. Customer wants the same ring as a replacement.
  On 1/30/24, agent approves the warranty claim and informs customer of a $5 processing fee plus shipping.
  On 1/30/24, customer expresses dissatisfaction with the warranty and claims it is a defect in design, material, or manufacturing. Customer received and submitted a survey via email, giving an opportunity for feedback of the recent transaction. A negative review was submitted.  
  On 1/3024, agent responds by explaining the details of the warranty policy and offering to replace the ring, as per the policy. 
  Customer accuses the agent of not reading their email.
  
  Notes: 
  As previously communicated to the customer, our warranty provides comprehensive coverage for manufacturing defects at 100% However, for issues related to normal wear and tear, we kindly request a $5 processing fee in addition to shipping costs.
  
  While our rings are crafted with utmost quality and comfort in mind, it's important to note that they are intentionally designed to tear for safety purposes. The aspect of the design, materials, and manufacturing that the customer referenced is not considered a flaw, nor is it categorized as a manufacturing issue.
  
  As a demonstration of our commitment to customer satisfaction, if the customer opts to reach out to us directly, we are prepared to waive the processing fee for the current replacement. However, it's important to note that shipping costs will still be the responsibility of the customer. Please be advised that this offer is valid for a single instance only, and any future replacement requests, will be subject to standard processing fees as outlined in our warranty policy.
  

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21225561
  
  I am rejecting this response because:  Groove Life is falsely advertising their warranty.   They claim a 94 Year NO BS Warranty on their products.   The ring only lasted for 6 months of light use of 2-3 days per week and tore in one of the grooves while removing it.   That is not normal wear and tear, and it did not tear for "my safety".   Their warranty is all BS.  To add to the insult of refusing to replace the faulty product at their expense, they claim my warranty was "approved" I just need to pay a $5 processing free plus $4-$10 shipping.   That isn't honoring their warranty, that is Groove Life trying to get the customer to pay their costs to send me another one of their junk products.   As you can see from the other BBB complaints, I am not the first person that has experienced their refusal to honor their warranty.   They have no problem promoting their products by claiming they offer a warranty.   But then when it comes down to honoring the warranty and replacing their poorly made products they refuse.   Pathetic. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/10/2024

  As Groove rings are crafted from silicone to safeguard our customers' fingers, we stand behind our products with an exceptional warranty. In this instance, we're extending a gesture of goodwill by waiving the fee for the current replacement & we will cover the shipping as well. Please note, this offer applies to a single instance only, and any subsequent replacement requests will be subject to the standard processing fees outlined in our warranty policy. If the customer is interested, he will need to email us at ****************************************** & confirm his shipping address. Once we hear from him, we'll be more than happy to send a replacement ring. 

• Initial Complaint

  Date:10/31/2023

  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.

  My original metal ring was not something I could wear at work because of safety issues and I wanted a silicone ring which is safer with a lifetime warranty. I ordered a groove because they advertised a no b.s. warranty where you only paid the shipping costs which was advertised as $2.99 no matter what. I replaced my ring several times over the years as it tore about once a year just through normal usage. The last time I tried to replace my ring, they informed me that there was a $10 service fee for rings that were damaged and gave me a $35 credit for a ring that they now charge $44.95 for. Now if I want to replace my ring, it will cost me almost $20 using their complete B.S. warranty. I asked them about it and they sent me an e-mail which stated Hey *****,Thank you for following up!Growth and change go hand in hand. ?? As we are expanding into a whole new world of adventure gear, we are committed to providing great quality service and products. In order to do so, we are making some changes! We are always happy to replace your product as many times as needed (for 94 years). We cover standard shipping too! This sets us apart from all other warranties.Our silicone rings are designed for comfort and safety. While they are a high-quality product, they are made to break & keep you safe. ???????????????We had to make changes to accommodate the growth of our company & where we are headed. We hope you will take advantage of the code we sent you and stick around for the adventure that awaits! For more details, go HERE??Keep Groovin'Emma They admit they changed their warranty after purchase. This is nothing short of failing to honor their warranty and trying to take advantage of their customers.Unless they agree to go back to their previous warranty at least for customers who bought their product while it was advertised, Everyone should just avoid this company. No *******

  

  Business Response

  Date: 11/01/2023

  History:
  The customer made his original purchase for a ********************** Ring on 1/19/20, on our website. At the time of purchase, his ring retailed for $39.95. Since that time, the customer has requested three replacements, one at no charge, the other two he paid a shipping fee of $2.99 each. These transactions were processed according to the Groove warranty as it was written at that time.
  
  On Jun 19, 2023 at 8:40 am, the customer submitted a ********************** Formstack Claim Submission and requested a ring replacement for his torn ring. A warranty code was emailed to the customer on the same day at 3:25 pm.  This code, valued at $35, covered the same ring (which now retails for $44.95), less a $10 processing fee/shipping charge.
  
  The customer responded via email, on June 20, ********* am, asking if we had changed our warranty. Our response to that email was included in his complaint.
  
  On Jun 20, 2023 at 11:51 am, the customer reached back out via email stating, That's an interesting answer. It sounds like you are changing the conditions of your warranty after the purchase was made which is a violation of federal law. Does this sound accurate to you?
  This email was closed without a response from Groove.
  
  Customer reaches out again on Jun 21, 2023 at 11:00 pm, stating, I'm going to assume by your silence you don't dispute my assumption. I purchased this ring because of the warranty. I don't think I care to do business with you in the future.
  The customer received an automated response since he contacted us after hours. This ticket was closed out with no response from Groove.
  
  Explanation:
  *While we will always offer a lifetime warranty on our products, Groove Life has recently revised the warranty terms as part of our ongoing efforts to ensure the long-term sustainability of our business.
  
  *We apologize that the last two emails sent to Groove were inadvertently closed with no response.
  
  *If the customer chose to replace his ring with the same design, he would have only been responsible for the $10 processing/shipping fee, not $20 as mentioned in his complaint.
  
  
  Resolution:
  As a one time courtesy, we are happy to offer a free ring replacement of a ring at the same value ($44.95), with the understanding that on all future replacements, we will honor and uphold the current policy as stated on our website. If the customer is interested, he will need to contact us with a current shipping address at ******************************************