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Business Profile

Sports Equipment

GRIND Basketball

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sports Equipment.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 this product with great confidence that it was going to be a game changer for my son but have had some questions and issues with the machine that I have reached out to Grind about without a response. I paid 2000 for this machine and to have bad customer service is not acceptable. The machine jumps after every ball return and you finally have to recenter it, the instructions are not clear, the ball gets stuck often, the net wont stay up due to a defect of the machine (supposed to click into place but does not ) and not to mention that every time we try to raise the net it is scratching the pole. I am VERY unhappy and if I had known this was going to be the customer service we received and that this was what I was paying 2000 for, I would have gone with Dr. **** instead as they have a much better machine and I am sure better customer service.

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Grind Shooting machine is not producing enough pressure to return the basketball. I hear it come on and the air compressor is on but when the ball rests in the return cylinder it does not operate. I need to know how to fix this issue. I called the telephone number on file and I always received a busy signal.

    Business Response

    Date: 10/25/2024

    Thank you for bringing this matter to our attention. We have reached out to ***** via email in response to his inquiry regarding his GRIND Shooting Machine. He mentioned an issue with pressure and the return cylinder not operating as expected.


    We do want to clarify that GRIND Basketball does not currently have a customer support phone number, so were unsure of the number that ***** may have tried to call. Additionally, we could not locate *****s order number, name, or email in our system. However, weve reached out to him via email to assist with troubleshooting his machine and to resolve this as quickly as possible.


  • Initial Complaint

    Date:06/08/2024

    Type:Product Issues
    Status:
    Answered
    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 purchased this basketball shooting machine It has been defective and doesnt work properly since day 1 *********** sent over their own people ykmknstall who took the packaging. They have been asking for videos which we sent but minor of their solutions have worked We want a full refund. They want a $500 red talking fee because we dont have the package which is a scam because there own guy took the packaging which is suspicious please help us get a full refund

    Business Response

    Date: 10/28/2024

    We wanted to follow up regarding Isa Rahmans complaint, which has been fully resolved. Her order, placed under the name Pashmina ****** (#****, email: ************************************************************), was returned, and we provided a full refund due to the difficulties she encountered with her GRIND Machine.

     

    After Isa shipped their machine back to our warehouse on June 23, we processed the refund promptly on June 23. Upon inspection when receiving the machine on June 27, we noted that the machine appeared undamaged and functional when professionally assembled via the white-glove service she initially received. However, our assessment indicates that operational issues were caused when she attempted to set up the machine for usage. The poles were not fully extended due to missing 1 step on the set up process. 

     

    We also observed that the returned machine was unfortunately damaged intentionally. Despite this, we issued the full refund as a gesture of goodwill, ensuring the matter was resolved to the customers satisfaction.

     

    Thank you for allowing us to clarify the steps we took to address Isa Rahmans concerns. I have also attached screenshots, please let me know if you need anything else to resolve this 

  • Initial Complaint

    Date:09/19/2022

    Type:Product Issues
    Status:
    Answered
    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 purchased The Grind Basketball Machine in June of 2022 for $2,000. Upon receiving the machine we set it up according to the instructions and videos provided by Grind Basketball. The machine’s netting system kept trapping the basketball and would not allow the machine to return the ball as advertised. The machine only worked about 20-30% of the time and after twenty minute of frustration we gave up on using the machine. I immediately contacted Grind Basketball via their website and explained the issue. I received a response within a day explaining I needed to use the setup videos to ensure proper setup and adjustment. I responded letting them know that I had done that several times already and informed them that the netting shown all over their website in videos and pictures was extremely different in design than the netting shipped with my machine. The netting shown on their site and videos shows a netting system that has many point of adjustability to ensure the ball does not get stuck. The netting shipped with our machine has zero adjustability. Grind responded saying they were aware of the problem and sent me a video of a newly designed net that solves the issue and asked if I would like to have one sent. I replied yes. That was August 10. I received nothing. I reached out to Grind again stating I had not received a replacement net and our $2,000 is useless. They replied that they again would ship a net the next day. That was weeks ago and we still have no replacement net. They will no longer respond to emails and will not return phone calls. I feel that this is Bait and Switch. The product shown and advertised is not what was sent to us. The product we paid $2,000 for does not work at all and just sits in our garage while Grind will not respond to requests for a replacement netting or for a return even though they were contacted about the defect issue immediately. Please help us to resolve this issue.

    Business Response

    Date: 09/26/2022

    This issue has been fixed. One of our engineers went to Ruben's home and was able to get his machine up and going.

  • Initial Complaint

    Date:09/04/2022

    Type:Product Issues
    Status:
    Unanswered
    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 was broken and does not work. Customer service said they were going to resolve it and never did. Now they refuse to answer calls, emails, and texts, waiting for the 30 day return policy to expire.
    They are impossible to contact and do not back their products. I spend $2000 and was not even able to use it 1 day

  • Initial Complaint

    Date:08/17/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    Summary: GRIND promised to give me a refund after I reported that the item I ordered was defective. But the return boxes never arrived to me and GRIND has stopped answering my phone calls, voicemails, and emails.

    Details:
    * I ordered a GRIND basketball shooting machine on April 2nd, 2022 (order #*****
    * The machine didn't arrive until June 9th (despite GRIND running ads on their ********* saying "order now for May delivery" AFTER I had ordered)
    * I report on June 30th that the machine had broken.
    * After going weeks without an answer, I sent a message on July 24th requesting a return/refund.
    * The next day (Monday July 25th), Robert from GRIND calls me. He apologizes for the issues, says he’s never even seen the one issue before, offers me a full refund, and says
    - he will have return boxes sent out and they should arrive in 2-3 business days (so by Thursday)
    - once I receive the boxes, call him back so they can coordinate the ***** pickup (paid for by GRIND)
    * On August 1st, I called at 2:26 PM to try getting an update. Nobody answered, so I left a voicemail.
    * On August 3rd, I called twice (12:46 and 4:38 PM) to try getting an update. Nobody answered and I left another voicemail.
    * On August 4th at 2:24 PM, I called again and Robert answered. He said the reason I haven't gotten an update is because the guy who handles that box/shipping stuff has been out with COVID. Robert said the guy tested negative and is supposed to be back today, but he (Robert) hasn’t heard from him yet. Robert GUARANTEES that when he gets more info, he will call me.
    * On August 10th at 1:31 PM, I called to try getting an update. Nobody answered and I left another voicemail.
    * On August 15th at 3:50 PM, I sent my latest email requesting some sort of update. And I have not received a call or email back since.

    Side note - the *** site doesn't list video as a format for uploading supporting documents. But I have video evidence of the unanswered calls and machine problems.

    Business Response

    Date: 08/19/2022

    Hi Mr. ******

     

    We sincerely apologize for the delay in this return process. When looking into this, your boxes were sent but were apparently lost in transit. We have sent out new boxes so that the refund can be completed. We apologies again for the delay and your refund will be processed as originally discussed.

    Customer Answer

    Date: 08/30/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  

    The return boxes for the machine did arrive recently (August 20th or 21st). But the vendor (GRIND) told me to call once I receive the boxes so that they could set up the ***** pickup of the boxes.
    I called last Monday (August 22nd) to let them know I received the boxes, but nobody answered and I still haven't gotten a call or email back.

     




     


GRIND Basketball is NOT a BBB Accredited Business.

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