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: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 ******************************************
  

• Initial Complaint

  Date:01/19/2023

  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.

  In November 2022, Groove Life ran a special on their website. They offered BOGO free on belts. I ordered 2. I checked the status a few days later and their website claimed the order had been shipped, but the carrier's website showed the order had not yet been received. I reached out and was given typical response. I checked in again a few more days later and they claim the order was lost and it would ship that day. I checked a few more days later, and they claimed the items were out of stock. They said the order would ship when the items were back in stock. I checked today to see of the items were in stock and they are. But, I have never reviewed the order or a refund. I reached out again and they said could reship or refund me. It is my belief they do not want to honor the special that they offered and gave me the run around for nearly 2 months because of it..

  

  Business Response

  Date: 01/23/2023

  Hey there, 

  We apologize for your experience with us and the confusion regarding your order! I see your order from November 23rd during our **** sale and your first email to us on the 5th regarding your order status. At that time, we were running slower getting orders out, but we were sure your order would be on its way soon, and it was shipped out the next day. Unfortunately, we did have a batch of orders that were lost in transit and your order was included, so we set up to reship it. At that time, we also ran out of stock on the carbon fiber in the size you had ordered, so we sent a size larger at your approval. We were still very confident your order would get to you by Christmas as of Dec 14th. While your order was in the shipping process, we then ran out of the larger size of that belt. We cancelled that order asked if you had wanted a different style belt all together, but hadn't heard back on that. When you reached out on the 17th of this month, we did have the belt back in stock, so we reshipped your order with the original belt size you ordered. I see from your tracking that the order was delivered on the 22nd via ****** I also see where you did receive the **** deal as well as a 10% discount and free shipping due to the shipping and out of stock issues. 

   

  I hope that gives you more insight into what happened with your order. Again, we sincerely apologize for the confusion! If you have not yet seen your order, please let us know! We are always more than happy to help out! 

• Initial Complaint

  Date:12/07/2022

  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.

  So I placed an order with Groove life, and after awhile when my order didnt ship, I have copies of SEVERAL emails from them, saying it was held up at ***** and **** doesnt get to update their system because of the busy holidays. so Today, I got an email confirmation saying my order was about to ship. Groove Life tried to blame **** for the late delivery and lack of information. Unacceptable, Unprofessional. I will not buy from them again, and suggest you dont waste your time.

  

  Business Response

  Date: 12/19/2022

  Hey there,
  I apologize for your frustration. I would like to give you a little breakdown of what happened with your order! Your order was placed originally on 11/25/2022 and we printed your shipping label on 11/16/2022. Unfortunately, due to the holiday rush of orders, it did take a bit to get it out of our facility. Once it left, the postal service received it, however, with such an influx of orders, some packages can miss scans on their way to their destination. Once it leaves our facility, we are at the mercy of the carrier and can only see as much shipping information as our customer sees and what we hear from the carrier themselves. We see most packages do make it to their destination, but some do not, which unfortunately is where your package fell. We issued a refund of $3.38 on  November 29th due to your frustration of your order and $6.75 on December 3rd since your order was late. From your confirmation you have received those refunded totaling $10.13.After reaching out again, we refunded you for your whole order. However, you paid using Sezzle, which breaks your order down into 4 different payments over the course of a few weeks. At the time of your full refund, ****** had only taken out one of your payments. The rest of that first payment was refunded giving a grand total of $17.73. Your full order was $70.92 but since only one payment of four was taken out, we had only collected $17.73, which you have confirmed has been placed back in your account as of  12/16/2022.If the full $70.92 was taken out of your account, you can shoot us an email with that statement and we can help you from there. At this time, we have refunded you in full of what you paid to us.