Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2024

  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.

  This purchase was made on 3/12/24 from the Grooni Earthing website. The order number is *****. The purchase was for 1 item, and it cost $594.99. The item was a 'PEMF Infrared Therapy Mat Pro - Full-body Revitalization at Home'. Grooni Earthing promptly emailed a receipt. There has been no further communication of any kind from Grooni Earthing since that receipt on 3/12/24. No shipping updates, nor tracking info. My husband has left multiple voicemails at the phone number ************. I have filled out the webform on the Contact Us portion of their website multiple times. I have emailed them at ********************************* Other emails on their website have come back as undeliverable. There has been no response from Grooni at all, and they have not tried to resolve this issue. I would like to either have the item delivered promptly or be refunded in full.

  Business Response

  Date: 04/03/2024

  The **** mat was delivered according to our records and can be tracked with the following *** tracking number 1ZX2W4240393875743. We apologize for any delay or inconvenience this process may have caused and thank you for your patience and understanding in this matter
  

  Customer Answer

  Date: 04/05/2024

   
  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:03/16/2024

  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.

  I purchased a earthing mattress pad from Grooni earthing company, for $170. I never received a confirmation email with tracking info or purchase confirmation. I've tried to contact them thru their website 3 different times. They have not responded. And I have still not received what I purchased. When buying the product, at checkout it said it would be delivered around March 6th.

  Business Response

  Date: 04/03/2024

  The package was received according to ***** tracking number 61290988062936511667, we apologize if there was any miscommunication in the process.

• Initial Complaint

  Date:02/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 2 earthing mats on 2/2/24 with express delivery. After only receiving one item on 2/18 I contacted the company via the phone number listed with BBB. Upon calling the gentleman and I were not able to understand each other due to a language barrier. The company then asked me to text with them. Upon explaining, I was asked to pay again for the item, At which point I sent him my invoice from them, showing my order and payment. At this point things got weird as I was asked several times to buy him an apple gift card for 100 dollars, for the cost of the item not received. I stopped the conversation at that point as it felt like a scam. I have copies from transaction to delivery with photos from fed ex as well as the texting with the company. I am seeking 100$ refund as I am not sure if the product is even what it claims to be due to the odd experience.

  Business Response

  Date: 02/23/2024

  Both products that this customer has purchased has been delivered as shown on the attached image, we have also responded to his emails stating that the phone number was not legitimate.

  Tracking number:  9261290313101024063960

   

• Initial Complaint

  Date:02/12/2024

  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 requested the cancellation of the **** Infrared Therapy Mat Pro three times, and unfortunately, it has been shipped despite these requests made 2 times on January 10 and January 11, 2024.- Email Date January 15, 2024 : The product was dispatched January 14, 2024 despite my requests. - I've had to pay custom and will have to pay shipping to return the product as it is the customers responsibility as per the link ****** (Customer agent) sent me. - She also suggested I try the product but on the webiste it stipulates that : To be eligible for a return, goods must be unused, undamaged and accompanied by proof of purchase.My last email : I am reaching out to express my concerns and seek resolution regarding a recent order experience that has left me dissatisfied.In our previous communications, I was advised to contact you upon receiving the order, as the shipping process could not be halted despite multiple requests to cancel the order, it was shipped, resulting in additional fees for receiving the product in ******. Furthermore, per the information on your site, I am now required to bear the cost of shipping the product back to the US, which was not clearly communicated during the ordering process.Adding to my frustration, I find myself in a situation where I am encouraged to try the product, while the website explicitly states that eligibility for a return requires the goods to be unused and undamaged, accompanied by proof of purchase.This experience has left me disheartened, and I am seeking assistance from a manager to address these issues promptly. I believe that clear communication and a resolution aligned with your company's policies will help rectify this situation.

  Business Response

  Date: 03/01/2024

  Dear *****, we are very sorry for the inconvenience.

  We have reviewed this case and we can see that the **** mat was processed on the 8th, two days earlier than the actual cancellation petition. We work with a external fulfillment company that hands the items to a selected carrier according to shipping location and once the package leaves the warehouse we unfortunately cant stop the fulfillment process. I can also see that most of the order was delivered on the 9th.

  We understand that this may have caused frustration and we are willing to cover the duties fee.

  Please note that our return and refund policy is declared in the footer of our website as well with the shipping policies which clearly states that international orders may be charged with customs taxes that are out of our control.

  May I ask what items do you which to return?

  Hope my answer finds you well and hope we can help you get this sorted out as soon as possible

  Kind regards

   

• Initial Complaint

  Date:12/26/2023

  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.

  Ordered a product on 11/28/2023. Emailed the company a few days before Christmas asking if it was shipped. They said it was running late and would be to us on 12/26/23 but no tracking number was provided. They also said they would refund $40 for the inconvenience. The $40 was never returned. The total amount was over $700. No product was ever shipped or delivered and there has not been a refund sent either.

  Business Response

  Date: 01/02/2024

  Dear ******************************, we deeply apologize for the inconvenience caused, may I please have your order number or name under which the order was placed as we cant seem to find any order placed under the name this case was opened.

  Once we receive that information we will proceed on further assistance and place a complete refund if indeed the order has not been receive

  Hope my answer finds you well

  Customer Answer

  Date: 01/03/2024

   
  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. The refund was credited to my boyfriends credit card however, we havent found out yet if it was the company that applied the refund or the credit card company. Either way, this business is shady.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2023

  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.

  Paid in full for 2 king size mats. One was defective, and they wouldn't refund my money or return them even though there website states 100% refund for any damaged or defective items. Emailed over a dozen times and no response. Then they refunded $196, but I want all our our money back.

  Business Response

  Date: 09/20/2023

  The client received two king **** and stated that one of them was defective. We have responded to his emails and refunded the defective mat as shown on the shared images. The client wanted us to refund both item which we rejected as the second mat is functioning correctly.

  The client also requested for us to pay for customs fees which is not responsability of our company as all clients that order internationally are subjective to pay custom fees if applied.

  We reject this allegations as we have responded to the emails as also shown in the images and acted accordingly to our refund policies refunding all damaged products, even when we dont have proofs.

  Hope our answer finds you well

• Initial Complaint

  Date:04/04/2023

  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.

  First of all they have communicated wonderfully, shipping was a tad slow. Item came clear from *****. When my package arrived the Fed-Ex driver left the package inches from my fence which allowed my dogs to get to the package and destroy it. Immediately when I returned home I took pictures and contacted Fed-Ex. Fed-Ex agreed it was an issue but told me the shipper had to file a complaint with them to refund the paid amount. I was in contact with Grooni several times and they informed me they were not getting anywhere with Fed-Ex. I asked for either another product or my refund because the problem now was between the shipper (Grooni) and Fed-Ex. They have refused to send me another product or refund my money.

  Business Response

  Date: 04/07/2023

  Indeed the customer communicated this to us and we contacted ***** as soon as we received his message but the response from ***** was that this was responsability of the customer as the package was handed in good condition. We of course understand the client frustration but we did ship the items and we are trying to mediate between the carrier and the customer but we dont think we are responsable for the package after this was delivered.

   

   

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19892445
  
  I am rejecting this response because:

  Its a blatant deflection of responsibility, If this was in fact true then they should work on my behalf to rectify the situation but yet they choose the word mediate. I was informed from ***** corporate customer service, and then it was verified by the manager of the local ***** Delivery office in *********, ** that Grooni would have to file a claim and then ***** would reimburse them. I simply ask for a refund or a new product. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/20/2023

  We of course understand the clients frustration but we have contacted ***** and shared the photos provided by the customer and they stated they cant assume responsability for the package. 

   

  We can assume half and offer a 50% refund as ***** has not refunded us anything for the mistake.

   

  Hope my answer finds you well

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19892445
  
  I am rejecting this response because: 

  Its only half

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

• Initial Complaint

  Date:02/20/2023

  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 ordered grounding sheets from Grooni on 12/29/22, order #****. My debit card was charged for $149.52. I have not yet received the order and my emails have not been responded to. Additionally, it appears that that the phone number listed on the website is no longer functioning. I would like a full refund.

  Business Response

  Date: 03/07/2023

  We have shipped the package ordered but the entered shipping address was incorrect and we notified the client so the package could not be delivered. Attached is proof of the email conversation. We will accept a partial refund for the order but we understand that is the customers responsability to enter the correct address while purchasing online.

• Initial Complaint

  Date:01/25/2023

  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.

  I ordered earthing bed sheets on 12/7/22. I was under the impression they would be to my residence in 7 to 10 days. I reached out to customer service on 3 occasions and kept getting reassured they would be to my residence in a few days. I finally received them on 12/27/22. When I received them they smelled smokey. I contacted customer service and they said I could return them and to provide the tracking number. The sheets were sent back on 1/7/23 and I provided Grooni the tracking number on the same day. The package was confirmed received through tracking via **** on 1/9/23. On 1/17/23, I reached out inquiring about the status of the refund and I was told that they (Grooni) reached out to the distribution center and once the package was located, I would be refunded in 24 hours. I reached out again on 1/19/23 and 1/23/23 to inquire about refund, have not received another response. I have yet to receive a refund. Thank you.

  Business Response

  Date: 01/26/2023

  Indeed the customer sent the package back to the warehouse, but the package was not processed which can be for many reasons such as the label was ripped of the box, etc... (backup screenshot from the fulfillment company), we tried to locate the package but that is a tedious and long process and we could not place the refund before investigating why the package was not processed. We have placed the refund to the customer account (photo proof attached) for the complete amount of the order as requested.

   

   

  Customer Answer

  Date: 01/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/29/2022

  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 ordered a king size earthing mat from Grooni on October 5th 2022 for $144. First, the order was significantly delayed. I contacted the company via their chat option, the customer service rep was responsive and said the forwarder would be contacted to send shipping information. This never happened. Second, the product that arrived was made of a much lower quality material than advertised, and was a full size mat rather than a king size mat. Third, I arranged a return given that the product that arrived was not what I ordered. At this point customer service did not respond to any of my messages. Package tracking shows the return package was delivered, but I still have not had any contact responded to, nor been refunded. The company claims a 100% satisfaction guarantee, which in my experience is absolutely not true. I received the wrong product, at a lower quality than described, significantly delayed, and customer service disappeared when I arranged a return.

  Business Response

  Date: 12/01/2022

  We communicated with the customer and indeed the refund was not placed at the moment. The reason was that the returned package came without tracking information and we could not link the returned package with the customer.

  The problem is now solved and the customer has been refunded.

  The conversations with the client are attached to the response.

  Thank you