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:06/05/2025

  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.

  I purchased a light from them and it took 3 weeks to get it. It was obvious they took orders without having the product in stocks. Probably gathered money from the customers then purchased from *****. This didn't set well with me! I complained! They took it personally ! And sent a damaged product. I told them immediately upon receipt that it was damaged. Then when turned on it didn't reach full brightness. It was discovered that the adjustment know was off by 25 degrees. So it was working properly. 2 months later however it starts whining like the bearings are going out. This product has a 3 year warranty. I contacted growace and they acted concerned but then as quickly as they acted concerned they ignored me. It's obvious they are very vindictive! When I sent the videos they asked for they never responded, it's been 3 days. Before they responded immediately. They are being vindictive because I'm right and they do not like it! I have the conversation between us saved. These people are being scandalous in their business practices. You should investigate this. These products are very dangerous if not built properly. Sincerely, ******* ********

  Business Response

  Date: 06/13/2025

  Hello *******,
  
  Thank you for reaching out and providing us with your feedback. We sincerely apologize for any inconvenience this situation has caused.
  
  Upon thorough investigation, we confirmed that you've been in contact with our technical team regarding the issue with the ballast in your recent purchase of the Yield Lab Pro Series 120/220V 1000W Double Ended Complete Grow Light Kit.
  
  Please be assured that we take your concerns seriously and are handling this with urgency and care. In line with our warranty process, we've reviewed the visuals you provided, and a replacement Yield Lab 1000w Digital Dimming Ballast has been requested under order #GA-225261. This order is currently in progress. Our support team also recommends discontinuing use of the current ballast until its condition can be confirmed.
  
  To expedite the resolution process, and for a smoother communication flow, please reply within the existing email thread, or feel free to contact us directly. Our dedicated team is committed to guiding you through the entire process.
  
  Best Regards,
  Growace Support Team

  Customer Answer

  Date: 06/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:06/02/2025

  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 bought there Air Cube Active Oxygen Ebb and Flow Grow System - 6 Site - 25 Gallon system December 2024 the control box went out and there are none available, the system has a bad timer and i have not got much in the way of help on getting a new control box. i paid $456.46 for complete system

  Business Response

  Date: 06/06/2025

  Hi *******
  
  Thank you for reaching out. 
  
  We were able to check that you contacted us regarding replacing the timer unit for your Aircube system on May 2, 2025. Our support team responded to your email the same day and recommended getting the AirCube Active Oxygen Replacement  Digital Timer instead since the Analog type is unfortunately out of stock. 
  
  Should you wish to proceed with getting the Digital Timer, our technical team is fully committed to helping you resolve your concern as expeditiously as possible. 
  
  To ensure prompt and efficient assistance, please maintain open communication with our support team via email at ******************************  or phone at **************. Alternatively, you can conveniently reach out to us by replying to the email. We are genuinely eager to assist you in resolving this issue effectively and to your satisfaction.
  
  Sincerely,
  GrowAce Support Team

• Initial Complaint

  Date:03/25/2024

  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.

  Drain cycle light stays on all the time. Waited a month to finally get new brain controller. No new grommets or straight connectors. Guess I should have taken ones off of brain controller I sent back. Can't talk to service technician. Lost time and money. They don't care. Never ever would I buy anything else from them.

  Business Response

  Date: 03/27/2024

  We genuinely appreciate your feedback and are deeply sorry for any inconvenience caused.

  We recognize the challenges you've faced with the system you purchased and want to assure you that our support team has been fully engaged in resolving these issues. A replacement for the AirCube Advanced Brain Controller Module has already been dispatched and received on your end, and we have also initiated orders for replacement parts, including the AirCube Active Oxygen Replacement 3/4 Rubber Grommet and AirCube Active Oxygen Replacement 3/4 Straight Connector under order GA-219600.

  We understand the frustration this situation has caused and want to reassure you that our dedicated support team remains committed to providing the necessary assistance. Please continue to keep in touch with us for updates on the shipment status.

  Once again, we extend our sincerest apologies for any inconvenience caused. Your patience and understanding throughout this matter are greatly appreciated.

  Sincerely,

  Customer Answer

  Date: 03/28/2024

  This took over a month to resolve. My plants are half the size they should be. I'm out several $ due to there faulty product. Never have had to pay for shipping a defective item back. 80 dollars. No compensation. My patience?? I didn't have a choice. Grow Ace could've handled this way more professionally. Now I have to wait how ever long it takes to get pieces that should have been sent with brain controller. Not satisfied with there response at all. This whole ordeal has been very stressful. For myself and my plants. I'll purchase anything else I need from another business. 

  Business Response

  Date: 04/03/2024

  Hi ***,
  
  Thank you for reaching out regarding your claim.
  
  We sincerely apologize for any inconvenience you may have experienced with our product and the service provided. It is regrettable that your concerns have not been fully resolved to your satisfaction.
  
  We understand the frustration this may have caused. Your direct communication with us via email is greatly appreciated, as it allows our dedicated support team to better assist you.
  
  Please rest assured that continuing to communicate with us directly via email will significantly aid us in providing you with prompt assistance.
  
  We hope this response reassures you of our commitment to resolving your concerns and encourages you to continue doing business with us.
  
  Sincerely,

• Initial Complaint

  Date:12/31/2023

  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.

  I ordered a light. The ballast is faulty .. I informed them of the issue . They wont take it back unless I can diagnose the problem with the ballast. Im not an electronic technician.. I literally paid for something that does not work properly and they refuse to take it back and fix or replace it.. They keep asking for video surveillance. I don't have time to stand around a light with a video camera for hours waiting for it to turn off randomly because the ballast is faulty.. I just want it to be fixed or replaced. It seems as if this is not possible with this company as they don't want to take responsibility for selling faulty equipment.

  Business Response

  Date: 01/04/2024

  Hi ****,
  
  We sincerely appreciate the time you took to provide us with your valuable feedback. Customer input is crucial to us, and it guides our efforts to continually enhance our products and services.
  
  First and foremost, we extend our deepest apologies for any inconvenience this situation may have caused.
  
  Upon conducting a thorough investigation, we observed that you have been in communication with our technical team via email regarding the issue with the ballast in your recent purchase of the Yield Lab 600w HPS Air Cool Tube Digital Dimming Grow Light Kit. We understand that you've encountered a problem where the light is working, then shuts off on its own. You've mentioned that hitting the ballast or unplugging and plugging it back in resolves the issue temporarily.
  
  Our dedicated technical team has provided instructions on how to properly diagnose the problem to avoid any misdiagnoses that could prolong the resolution process. They have requested a visual representation of the issue, considering your mention that a video may not effectively capture a ballast issue as it turns off on its own. It's important to note that, as per our warranty policy, it is the customer's responsibility to identify the defective part. Please check the link below for our warranty policy.
  
  ****************************************************
  
  To expedite the resolution process, we kindly ask you to send visuals or attach documents illustrating the problem and we will submit it directly to our warranty department. While we strive for a swift resolution, your cooperation is instrumental in this matter.
  
  For a smoother communication flow, please reply within the existing email thread, or feel free to contact us directly. Our dedicated team is committed to guiding you through the entire process.
  
  Best Regards,
  
  Growace Support Team
  

• Initial Complaint

  Date:03/25/2023

  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.

  Spent $300 on completely destroyed and unusable merchandise, specifically a **** watt lighting set up. They refused to replace the whole package (only replacing the bulbs and hood not the ballast which powers the whole set up) after sending photos and verifying the damage. I requested a refund rather than having to keep broken merchandise and be partially replaced. This request was denied and requests for a manager/supervisor or corporate were also denied. Order number is #GA-213556, original purchase was March 7th, package arrived the 14th. I simply want a refund at this point.

  Business Response

  Date: 04/04/2023

  Hi *****, 
  
  Thank you for letting us know about your grow light issue. Your feedback helps us do better. We are looking into this issue and hope to resolve it promptly and accurately. 
  
  According to our support team, they already sent you the replacement for your grow lights and reflector under order number GA-******. The tracking number for the replacement is 396129560495. 
  
  We'll be speaking with the support team's management about the ballast issue so that they can provide a resolution today. Please keep communicating with them via email as they will provide you with an update within 24 - 48 hours.
  
  We are here if you need us. Please call our ******************************** at **************. 
  
  

  
  Kind regards, 
  
  GrowAce Support Team

  Customer Answer

  Date: 04/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved if they are willing to replace damaged ballast.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:01/30/2023

  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 purchased 2 hid bulbs for a total of $102.35 on 10/14/2022. Order # is *********. I reached out to the company as soon as I received them and advised one looks damaged and was possibly dropped prior to shipping. I requested an exchange which the company said was no problem. I've reached out several times since then and now they are ignoring my emails.

  Business Response

  Date: 02/08/2023

  Hi *****, 
  
  We appreciate your feedback and thank you for bringing the replacement issue to our attention that is not okay, and we apologize that you had to experience this. Please contact us at **************** so we can make it right.
  
  We want to be honest and transparent, so we'd like to inform you that during our most recent meeting with our sales and warehousing teams, it was discussed that production of ************* MH ****w Lamp HID Bulb has been temporarily suspended. The manufacturer was unable to provide us with a resume date. This is the sole reason why your replacement bulb has not yet been fulfilled.
  
  
  Again, we sincerely apologize for this inconvenience. Would you kindly call us in the number stated above so we can discuss this further? 
  
  If you would like to swap this item out with an item of similar value that is currently available, please let us know what item you are interested in and we can look into switching your order around.
  
  Alternatively, if you would like a refund, please let us know and we will gladly send your order over to our accounting department for processing. Please keep in mind that it will take a few days to process and for funds to show up in your account. 
  
  If you'd like to speak to one of our customer service representatives regarding this, please give us a call. Our office hours are Monday to Friday 8:30 AM to 3:00 PM PST. 
  
  
  Sincerely, 
  
  ******* Support Team

• Initial Complaint

  Date:12/02/2022

  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 bought 2 air ************ from them the first tent didn't have all the correct grommets which they happily sent me replacements however when my 2nd tent arrived the exhaust fan is misaligned or I don't know what kind of defect but apon a complete rotation it makes a loud scrapping noise.There's *********** to fan or drops nothing I emailed them and we talked about it arriving not working condition same day it arrived I also sent them a video of the fan doing what I said the same day ever since that video it's been crickets even after I threatened them with contacting the BBB to have this resolved their tents are already a scam I have had them 3 months and every door and side door and zipper has MASSIVE light leaks, I literally have to place blankets over my tent at night for darkness

  Business Response

  Date: 12/06/2022

  Hi ***********, 
  
  
  We received your complaint letter dated December 3, 2022. You mentioned in your letter that the fan is not working properly and that the tent is tainted and does not function effectively. We understand how this issues could be an inconvenience. We are now in discussions with the fan and tent manufacturers. The manufacturers of both items have asked for a clear video of the problems so that they can proceed with the **** Please record a video of each issues of what you are experiencing on both items and send it to ********************* You can also contact the customer service team directly at **************.
  
  We hope to have achieved a solution at the soonest possible time. In the meantime, please know that your feedback is important to us. We value any insights that can help us do better.
  
  If you have any further questions or issues, please contact us using the information provided above. You can also chat with a live representative on the website at your most convenient time.
  
  Thank you for your continued support.
  

  
  Sincerely,
  
  ******* Support Team
  

  
  

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 fan from growace.com around 10/13/22, upon receipt of the fan I saw that it was damaged. The damage looked only cosmetic, but upon trying to use the fan I found that it would only run for ***** min then turn off and not turn back on. This defect was not from shipping damage, it seemed to have some other issue with it. The fan was shipped by ***** and its over 2 weeks later after informing growace that they sent me a defective product and I still don't have an RMA to return the defunct merchandise.

  Business Response

  Date: 11/04/2022

  Hey *****,

  We appreciate your feedback, and we are very sorry to hear about the issue at hand. At this time we do see that our RMA department is working with you directly and has provided you options of either a replacement or a refund. Please note, if you wish to proceed in the route of a refund we will gladly proceed, we do see our team has reached out to you in regards to return details so we may get  you a refund as requested.

   

  We appreciate your patience as stated all our RMA turn around time can take up to 2 weeks depending on the issues at hand. Thank you for giving us the time to make things right, we look forward to continue to assist you.

   

  Best Regards,

  GrowAce.com Support Team 

  Customer Answer

  Date: 11/04/2022

  It has been since the 14th of October which is 21 days ago that I received the fan and asked for a refund. How much longer before I can send this hunk of junk back to you?

• Initial Complaint

  Date:09/28/2022

  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.

  On 9/11/22, I ordered (3) 150 gallon ************** Pots and 1 Mars Hydro 300W TSL **** Grow Light. I purchased shipping protection as well for the light. On 9/14 I received 2 emails from ******* telling me that each item had been shipped with the same ***** tracking number- #************, so I assumed that they were coming in the same box. On 9/16, ***** delivered one 16" X 16" X 16" box with the three 150 gallon planters. I waited as I thought that perhaps there was another box coming as the Mars Hydro Grow Light's dimensions are *****" L X 10" W X 3.5" H and there is no way that light would have fit in the box that they sent!! Nothing else arrived. I called the company on Wednesday, 9/21 and the woman said that both items were delivered and that she would have to "look into it and get back to me". Nothing happened, so on Friday, I chatted with *** online thru their chat app and she told me the same thing. I want that light or I want my money back! I included pics of the box I received and the chat I had with ***.

  Business Response

  Date: 09/29/2022

  
  We want to again apologize for any inconvenience our mistake might have caused. 
  
  We set a high standard for ourselves, and were so sorry to hear this was not met in your interaction with our business. 
  
  We have reached out to our supplier and they provided us the correct Tracking number for the light. The pacakge is now on its way to you through *** on tracking number 1Z94R8E20324609614 and will be delivered Wednesday, October 05 by 7:00 p.m.
  
  https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1Z94R8E20324609614&loc=en_ph&requester=ST/trackdetails
  
  We appreciate your patience and understanding. 

  Customer Answer

  Date: 09/29/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/18/2022

  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 the Tissue Culture Starter Kit in April of 2022. My kit was supposed to contain test tubes filled with cloning media (see attached product description from website). My kit contained empty text tubes so it was completely unusable. Furthermore, another component of the kit had leaked out and congealed inside the box and on the test tubes (see photos). When I contacted GrowAce about this I was told I needed to destroy the kit, which seemed wasteful so I contacted the manufacturer directly, and the manufacturer said it looks like a counterfeit kit that was put together with pieces not from the kit which is why the tubes were empty. When I reached out to Grow Ace with this concern they stopped responding to me. I also attempted to leave a review on the website to warn other consumers and they would not publish my review. This was purchased 4 months ago and I still cannot use the kit, I have not heard from Grow Ace in spite of several attempts to reach them via email, phone, and ********* and worst of all I have not been sent a proper replacement by either GrowAce or the original manufacturer of the product. I would like a full refund (see purchase receipt photo)

  Business Response

  Date: 08/19/2022

  Hello, we sincerely apologize for the inconvenience this may have caused you.
  
  We have been contacting the manufacturer regarding the solution. We decided to just send you a replacement of  the kit instead. There is no need to destroy the ones that you received. We will notify you of the tracking number once shipped. 
  
  We truly appreciate your patience and understanding.