Judith L.
Zero response from customer service
Zero response from customer service - I want to return this grounding sheet which has not made a bit of difference to sleep, pain or stiffness etc. They were back to me in a heartbeat when I had a user question, now nothing. Their website says satisfaction guaranteed, response within 24-48hr - nothing - many attempts at contact - deafness at the other end - They have my money, they supposedly guarantee the return process - but have not responded with details or a return label. DO NOT TRUST THEM _ SAVE YOUR MONEY_STEER CLEAR August 1st, 2024 I read the response from Grounding Official. When they responded to my user question, the reply was immediate, within 24hr. Using the exact same email, I requested return information. No instructions were forthcoming to the same email they have on file. They did NOT respond - plain and simple. I check my inbox and spam folder twice a day. I have written their support line again today. Let’s see what transpires. August 1st, 2024 1100hr An email response, very fast turn around, with a request to keep using the grounding sheet for 90days, their apologies for a delayed response, but no return address. Needed to send one more email to ask again for the return information. Finally, return address provided. All set. September 19th, 2024 Well, latest development. I sent the grounding sheet to the return address provided via Canada Post airmail. It arrived in Germany shortly after it was mailed and was set to be delivered August 31st (monitoring the tracking #). All of a sudden there is a delay, no explanation - then, two weeks after the delay is posted, the grounding sheet iis on its way back to Canada. It has arrived at the post office in Winnipeg (according to Canada Post tracking). I have emailed customer service 3x. They responded to the first email saying the situation had been escalated to management. No contact since and no-one from "management" has reached out - no refund has been forthcoming - and now it is set to be returned to me October 1st, according to Canada Post Tracking. How convenient, the 90 day return window CLOSES October 1st. Their return process is convoluted, secretive, and it appears customer service replies only to happy customers with thank you notes. I want a refund. I paid $86 and followed the instructions (which by the way required multiple back and forth emails to obtain the return address and took 3 weeks to receive - not a transparent process, had to write TrustPilot reviews to get their attention) to ensure this return of their grounding sheet would make it to Germany 30 days before the return window closed, and it did - BUT it is now back in Canada - either no-one was there to receive it or they simply and conveniently (for them) refused to accept it and have returned the item to me - so deceptive, so secretive, so unresponsive - where is management? where is customer service? Once again, my advice is STEER CLEAR. I am out $144USD ($195CAD) and $86 for return postage - $281 in total. A company should honor its return policy or not have a policy - but since they say full refund for up to 90 days - I am entitled to the refund. September 23, 2024 The grounding sheet was returned to your company, in Germany, in August, to the address you provided - and today, arrived at my home in Canada. What is this???? I want the refund to which I am entitled. I will not be paying another $86 in airmail postage to return it to you again - Why on earth did you send it back to me???
Response from Grounding OfficialAug 2, 2024
Dear Judith, Thank you for sharing your feedback with us. We sincerely apologize for the lack of response and the frustration this has caused. We are committed to providing excellent customer service and are taking immediate steps to address this issue. We want to assure you that we have sent you the product return information to the email address associated with your order. Please check your inbox and spam folder for this information. If you have not received it, kindly let us know, and we will resend it promptly. We understand that our grounding sheet did not meet your expectations regarding sleep, pain, and stiffness relief. We stand by our satisfaction guarantee and are committed to ensuring a smooth return process for you. If you have any further questions or need additional assistance, please contact our Customer Support team directly at [email protected], and we will be more than happy to assist you. Thank you for your patience and understanding. Best regards, Grounding Official