Stacy
I placed my order May 14 and got a…
Update: I received my package June 3. After verifying my Trust Pilot review (sending screenshots of my confirmation email), I started receiving communication from the company. It turns out that the products come from Germany, so even though the website you order from and confirmation email says 5-7 day shipping, you should really expect 2-3 weeks if you're in the US. I think the company should've made that clear on the website or at least the confirmation emails. But the products look nice. I am hopeful that they will be worth the money. I placed my order May 14 and got a confirmation. According to the tracking info (via USPS) the label was created May 15, and USPS was waiting for the package. That is the last update. I have emailed customer service twice with no response. I should have my products by now, but I don't know if they're ever coming. I regret ordering from this company.
Response from Grounding OfficialMay 26, 2023
Dear Stacy, We want to express our sincerest apologies for the delay in your order and the lack of communication you've experienced. We deeply regret that your experience has fallen short of our usual high standards. We're presently experiencing a significant influx of orders, inquiries, and calls due to an unexpected surge in demand. While we're thrilled to see so many people interested in our products, this sudden increase has inevitably led to some delays in our order fulfillment, shipping processes, and customer support response times. We're diligently working on a host of measures to tackle these issues. Specifically, your order, placed on May 14, 2023, is currently en route. To ensure the best possible delivery service for our international customers, we collaborate with two separate couriers. For the majority of its journey, your package travels to its destination country, with the final leg of the delivery being completed by a local courier, which in this instance is USPS. This process might make it appear as if your package isn't moving for a portion of its journey, due to infrequent updates during the international shipping phase. However, rest assured, this doesn't mean your order has stalled. It is a normal part of the shipping process and your package should arrive at your doorstep soon. Recognizing the recent challenges, we're implementing a broad range of improvements. These include the expansion of our operational infrastructure, with a new factory being constructed to better handle the volume of orders, and bolstering our customer support team to manage inquiries more effectively and deliver a smoother customer experience. We take our commitment to customer satisfaction seriously. If your order doesn't reach you within the next week, we will provide a full refund, and when your order does eventually arrive, we invite you to keep it at no extra cost. We are truly grateful for your patience during this time, and we're striving to make things right. Your understanding means a lot to us, and we're committed to doing everything we can to regain your trust. Best Regards, Sophia, CS Grounding Official