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:11/25/2024

  Type:Order 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 placed an order for a king size grounding mat (order# *****) on November 10th. I received a confirmation email stating the order was received and I will be notified when the product is sent. On November 19th I still hadnt heard anything so I sent a message from their website. A woman named ****** replied to me the following day stating; I am pleased to inform you that your order has been successfully processed. We anticipate its delivery this coming Sunday, during the day. I would like to take this opportunity to apologize for the slight delay in dispatching your order, which was due to a temporary stock issue with a key component of the kit. On the evening of the 24th (which was Sunday) and with not receiving the product I emailed back to ****** asking where it was and to provide a tracking number. Her response was: I appreciate your patience and wanted to provide an update on your order. Although it was shipped earlier, there was an unforeseen delay in transit. I'm pleased to inform you that this issue has been resolved by our team, and we now expect your package to arrive this coming Friday. In the unlikely event that your package does not arrive, please rest assured that we will issue a complete refund for your order immediately. Within 20 minutes of receiving her email I replied asking again for her to provide a tracking number and still have not gotten a response.

  Business Response

  Date: 11/27/2024

  We apologize for the delay, we are experiencing some delays due to high season

  The package was already shipped with ***** tracking number 770229227723, we can place a compensation $25.00 usd refund for the inconvenience

  Thank you

   

   

   

  Customer Answer

  Date: 11/29/2024

   
  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.
  

   If I do not receive the order as said I will be issuing a new complaint.

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

• Initial Complaint

  Date:10/03/2024

  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.

  Sept 3rd Ordered a Grooni grounding queen sized bed mat. I was not aware, nor did they state on their site that a grounding plug was needed for this mat. My handyman will charge me $250 to put one in my bedroom. (I have emailed this company 3-4 times asking this question and finally got an answer.). Sept 14-after finding out I needed a grounded plug to use this product, I asked for a refund. Sept 17th-this company emailed me back to say it was too late for a refund and that my order had been processed and it will arrive "this Saturday". (which would be Sept 21st) Sept 18th- this company says the mat is in transit. I checked with *** and it was NOT in transit.Sept 19th-I emailed this company to let them know that I had confirmed with *** that they DID NOT have the order in their procession and that I wanted a refund.Sept 25th-the order arrived. That is 22 days after I ordered it and 11 days after I asked for a refund.Oct 2nd-I emailed this company to get further instructions on how to return this product. Their return instructions on their site is very specific and part of the refund process is to send them an email with "RETURN" in the subject line. No reply Oct 3rd-I send another email requesting a refund with "RETURN" on the subject line. They have a 30 day window of returns and yet make it very difficult to make that happen. This company is a scam company and I advise anyone who is thinking of giving them any of your hard earned money NOT TO!

  Business Response

  Date: 10/21/2024

  This has been refunded. Somehow our support team missed this ticket for which we apologize

• Initial Complaint

  Date:10/01/2024

  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 3 separate orders from Grooni, 1 order was a gift shipped to my sister's house order #***** - This order wrong product was sent. Order #2 15298 was sent to my home and only 1 of 2 products were sent.Order #3 15299 quite simply just looking to return along with the remainder of the merchandise I purchased as I had such a terrible experience. My attempt to contact this business began on July 30th. We are now 60 days past this and still do not have a resolution. The phone number for this business is out of service and they have multiple bogus customer service emails. I just want my money back and I am happy to send all the products back that I received. The customer service rep ******************* has been virtually unresponsive. And never actually responds to my emails or questions. I have a total of 4 of the 5 products that were ordered. 1 was never received, and 1 was the entirely wrong product. All I want is a shipping label and a refund. I want to send this stuff back and never do business with this horrible business again. I have made multiple attempts to dispute these charges with the evidence provided to my credit card provider. Grooni responds to my credit card provider but not to me. They send tracking numbers to my credit card provider and my provider simply denies the dispute. Anyone can send a tracking number showing the product delivered, it doesn't mean the order was complete! I just want my money back and want all future buyers to beware this place is a scam! All of their social media platforms are fake photoshopped images and they use a drop shipping service to deliver low-end products at premium prices with 0 customer service to offer whatsoever. I have all the products they sent me in a box ready to return. But the customer service team is null and void! Please help me. Order #1- ***** - $254.99 - Order #2- 15298 - $284.99 - Order #3 - 15299 - $161.99 -

  Business Response

  Date: 10/17/2024

  The client has opened 3 chargebacks for his orders and we have shared all the relevant information with the bank. The bank resolution was that we have completed the fulfillment according to the provided information. One of the 3 orders was indeed lost and the order was refunded. Please find photo proof of the chargebacks attached.

   

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22364324
  
  I am rejecting this response because:

   

  1 of 3 orders was credited. Ive asked on multiple occasions for a method to return the products received and the merchant does not comply and simply ignores my requests. 
  

  Secondly they credited me for a lost order which is incorrect in itself. The least expensive order was received but I wanted to return in much less and 30 days. New unused product. 
  

  the second most expensive charge 2 products were received, but 1 was the incorrect product. I sent the pictures to them proving that. And they still did nothing about it. 
  

  lastly the most expensive order was incomplete. I received  package but only 1 of 2 pieces of the order were delivered. 
  

  I will not rest until I am sent a return label for shipping and my refund for all 3 charges not just one is awarded. I have also contacted my bank/credit card company and am currently consulting with a legal party. 
  

  all I want is a label to send the products I received back, and to get my money back. This should not be this difficult.

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

  Business Response

  Date: 11/01/2024

  We responded to the bank regarding the clients chargeback request, as the bank is acting as an intermediary in this case. We provided valid tracking numbers along with proof of delivery to the address the client provided. We also stated that we are willing to issue a refund for the incorrect product, but this requires the return of the correctly delivered items, which the client declined. Our refund policy clearly states that we do not provide return labels for returns of undamaged products. We will place a refund for the twin size sheet which was indeed a flat instead of a fitted sheet.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22364324
  
  I am rejecting this response because:

   

   

  Please show me proof of when I declined to return the merchandise. 

   

  I was specifically told by your customer service team they were working on my return docs/labels and your company went dark.

   

  I have emails on top of emails of correspondence and plenty of empty lies no responses repetitive responses that make no sense. 

   

  I will be providing everything to my legal council this week. 

   

  I am going to try one more time to extend this olive branch and end this back and forth, provide a return label for the products and I will happily return everything you shipped me. 

   

  2X Queen ****** Sheets

  1X Flat Twin Sheet - Wrong Order

  1X King ****** Sheet - Only 1 of 2 was received from order. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/10/2024

  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.

  purchase on sept 2nd, 2024 for $595.00 PEMF Infrared Therapy ********* Full-Body Revitalization at Home 1 Seller is not responding to my email or voice mail for days, been waiting for a tracking number... no reponse..called another number on BBB ************ he said its a wrong number, please have seller to provide shipping tracking number and ship my item asap or a full refund. i see 20 complaints on BBB...

  Business Response

  Date: 09/26/2024

  According to tracking number 1ZB600R56723707577 from *** the package was delivered on september 23rd

  Customer Answer

  Date: 09/27/2024

   
  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:08/14/2024

  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 ordered some items on August 6th. Since then I have been ghosted by the company. I have not heard about shipping/tracking info. When I reached out to them (I can only reach them via email), they do not respond. I have emailed multiple times with no response from them. I feel that this is a fraudulent company that has taken my money and does not provide the product or even communication.I want my money back.When I checked their ******** reviews, there are numerous complaints like mine.

  Customer Answer

  Date: 08/17/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/25/2024

  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.

  I purchased a grounding blanket and bed mat through Groonie maybe 3 weeks ago. Upon receiving the items, I wasn't a fan of the blanket. It had a strange texture and a chemical smell. I reached out to start the process of a return so as to no go over my 30 day return windows. I've probably sent 10 e-mails and called a few numbers that are out of service. It's going on 2 weeks and have still heard nothing. I have never in my 46 years of life been left out to dry like this. It's as if this company doesn't exist. Through some research I learned this is an e-commerce business, which means it can be left to kind of operate without much supervision.Such a shame.I would urge customers to be weary of spending your money here.

  Business Response

  Date: 08/08/2024

  We are very sorry for the inconvenience, please note that we have responded to the emails listing the return process, the first response was on July 22 nd where we also shared our return policy. Please follow the instructions listed on the return policy so we can place the requested refund, once the package is returned we will place a complete refund. 

  Please find the responses attached to this message

  Hope my answer finds you well

• Initial Complaint

  Date:07/12/2024

  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.

  We order a grounding pad from Grooni Earthing on 6/01/2024 for $159.99. It had a 30 day 100% satisfaction guarantee. We used it for about 2 weeks and didn't see any benefits from it plus it was uncomfortable. Following the directions to return it for a refund we mailed back to them on 06/24/2024. It was delivered to the address on 06/26/2024. As of 07/12/2024 we have not heard from them. I have sent 3 emails and tried calling with no response.

  Business Response

  Date: 11/26/2024

  Hi ******, *****,

   

  I hope this email finds you well.

   

  I am writing to inform you that your refund for order #***** has been processed on August 9th. The Acquirer Reference Number (ARN) for your reference is 60000004223000002769781.

   

  The full amount of $159.99 was credited to the payment method used for the purchase.

   

  We apologize for any inconvenience caused by the initial mix-up in your order. We have taken steps to address the issues that led to this unfortunate experience and improved our order processing system to prevent future delays.

   

  We value your trust and feedback and hope that this resolution demonstrates our commitment to customer satisfaction. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:06/15/2024

  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.

  i purchased this pemf mat almost 2 months ago and it took over a month to deliver it. since then, i have found out that the programming on it and the instruction booklet does not match programs. i got ahold of the company through email which is the only way they will contact you, and wait for several days for them to respond, then they say they will mail me another updated programming instruction booklet, the one they sent the first time with the pemf mat was the old instruction booklet. then i told them they needed to send it to my po box because all they had was my physical address and the p office doesn't deliver where i live. all this has taken time since they don't respond right away and of course there is no phone to call them about this. i then asked them to email me a copy of their new instruction booklet and i got an email days later saying they will give this to the escalation team, so now it will be a week before i hear from them again, and i can't use my pemf mat for pain! this company has dragged their feet at any resolution, just more emails that get me nowhere, and an expensive machine that i can't use because they didn't send me a functioning pemf mat in the first place. buyer beware!!!!!

  Business Response

  Date: 07/01/2024

  We have sent the digital version of the instruction manual and have answered to all questions from customer, the client stated that the mat was not working and we just requested for a video proof so we can assist properly and obtain actual proof so we can take action. Unfortunately this was not provided and we cant refund a product that as far as we know its operative. We have shipped over 1000 units of the exact same product and instruction manual and we also test all mats before shipping.

  We also have a refund and return policy shared on our site ********************************************************************

   

   

  Customer Answer

  Date: 07/02/2024

   
   Complaint: 21855298
  
  I am rejecting this response because:
  i have gotten the run around from this company ever since i received the pemf mat. which was a least a month after i bought it online before receiving it. when telling them of the problems with the mat their emails were unhelpful and when they finally sent me a digital instruction, just recently, the booklet still didn't correspond to the product. then they wanted a video of it now i need to find someone to video tape it for them they won't take my word for it that it doesn't work right. i will be sending the video as soon as i can get help with downloading a copy.
  Sincerely,
  ***********************

• Initial Complaint

  Date:05/31/2024

  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.

  I placed an order with Grooni for a grounding sheet and pillowcase. They are not shipping the item. They are claiming it is in transit but will not provide a tracking number. They are lying. I have requested a refund for the order and they tell me that they will not refund the order even though it has not been shipped. They are a scam. No one is getting back to me. I want my money back from them. This company should be shut down as it is fraudulent.

  Business Response

  Date: 06/05/2024

  The package was indeed shipped and expected to arrive today, we have also shares tracking information with the customer, please check the following *********** tracking number LW052884559US.

  We have also shared the tracking details as seen in the attached file

  In case the package does not arrive we always go through our refund policy and quarante a full refund, but in this case the package was indeed received

  Thank you

• Initial Complaint

  Date:04/26/2024

  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.

  I purchased a grounding mat from Grooni Earthing in February. After it arrived months later than expected, the mat was very uncomfortable. I followed the return and refund instructions by emailing the company that I was returning the mat and sending the mat via *** (3/9/2024) to the address indicated on the website (*****************************************************). I did not get a refund or any email response from Grooni. *** confirmed the package was delivered on 3/13/2024 (tracking #1ZXF47610328078278 and TID#************). Since then I have emailed the company 4 times (emails are attached), and I have never received a response via email or otherwise. The company has various addresses listed as the company addresses, three contact emails, and no working phone number. On ****** Maps the 5534 Highland address is a residence- not an office. This company is a scam or is scamming people without consequence. There are other complaints on the BBB site. I would simply like my ****** refunded to my Paypal account or a valid form of refund payment. Please let me know if you need any additional information.

  Business Response

  Date: 11/26/2024

  Dear *******,

   

  I am writing to you regarding your inquiry about Order #*****. I understand that you are requesting a refund for this order.

   

  I have checked the system and confirmed that the order was refunded on June 5th via ******* The authorization key for the refund is 3D854664H4983341X.

   

   

  If you have any further questions or concerns, please do not hesitate to contact us.

   

  Thank you for your patience and understanding.

   

  Sincerely,