Mary M.
My experience wasn’t the best but Grounding did work with me
My experience wasn’t the best but I did have great customer service with Grace and John. Initially I thought I also did not receive the number of connectors because it is not explained that one cord works for both the pillow and the sheet. It has two connectors but I honestly thought maybe it was a backup in case one did not work. Grace worked with me and explained it went to both the pillow case and the sheet and was very prompt in all of communications. Then I decided I wanted to return the product since it wasn’t a fit for me. Initially I was asked to keep it the full time and try it but it did not work for me and I had no desire to continue to use it. When I did not get the refund promised I did escalate to PayPal, Grounding did agree then to refund my purchase and told me to return it, gave me an address, no return label. They did supply an address. Of course it then cost me $28 to return to Germany. I sent all required documentation, proof of USPS tracking number etc., as requested, many times, but was ultimately told by PayPal and Grounding it was not received and refund denied, I had proof it had been delivered and sent that info over and over.Grace from Grounding did stay in contact with me but again, refund was denied, Unfortunately when it arrived in Germany someone at the facility returned it to me! I then sent proof it had been delivered and I was contacted by John saying he would look into the matter and make it right. Finally I received an email from John saying they were sorry and apologized for the faulty processing of my refund. I have received the full refund but was not reimbursed for my postage that it cost me to send it back. I expected a return of all money I spent because of a all of stress and frustration I dealt with over a period of time trying to get this straightened out. I do appreciate finally getting a refund for the purchase and Grace and John were always courteous and responsive to my emails. And I do have family members that absolutely love the sheets.
Response from Grounding OfficialSep 18, 2024
Dear Mary, Thank you for taking the time to share your experience with us. We're genuinely sorry to hear that your journey with our grounding sheets wasn’t as smooth as we aim for it to be, but we're glad to hear that Grace and John provided you with responsive and helpful service. We understand the confusion regarding the connectors and appreciate your patience as we clarified their usage. It's unfortunate that the product didn't meet your expectations, and we sincerely apologize for the challenges you faced during the return process. Your feedback is incredibly valuable, and we're taking steps to ensure our return instructions and customer communication are clearer to prevent such experiences in the future. While we're relieved that the refund was successfully processed, we recognize that the cost of shipping was an added frustration, and for that, we apologize. We aim to learn from these instances to improve our services. Thank you again for your patience and for acknowledging the efforts of our team members. We wish you all the best and hope that despite this experience, you might consider giving us another chance in the future. Best regards, Grounding Official