Original Grain is the premier maker of handcrafted wood & steel designs. Individually made from premium sustainable wood suppliers and 100% stainless steel. Inspired by their Pacific Northwest roots, brothers Ryan and Andrew Beltran set forth on a mission in 2013: Create an entirely unique timepiece out of wood and steel. To-date the brand has planted over 600k trees cleaned up over 250k lbs of plastic & helped with multiple Veteran organizations.
Original Grain (originalgrain.com) has 395 customer reviews on Five Star Index, with an average rating of 3.7 out of 5.
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Darci L.
Ordered Buffal trace special edition watch and after ordering and paying in FULL was very poor communication that the watch was delayed. Sent several emails with miscommunication back multiples times. Found out just recently that the item is not going to be sent/received and them had to demand a refund or file a claim with My bank.
Stacey B.
Poor customer service after my 1.5 year old watch fell apart (this is the 1st watch of 3 I purchased from them - hoping the others don't follow suit). Here's the responses I received from Original Grain after requesting repair for a date frame (the piece that fits around the date on the face) that fell off inside the watch and jammed under the minute hand. FYI - they won't repair their watches if they fall apart, and if you are a minute past one year you are out of luck.: As much as I’d love to help in replacin g your watch, your original order was purchased on July 20, 2022, and it is past our 12-month manufacturer's warranty. Also, repair services are not available at this time, but it is something that we are looking to implement in the future. However, Original Grain is happy to provide you with above-and-beyond service. We can offer you a brand-new watch at a discounted price that cannot be found online. We can offer you a replacement watch for $99.00 + shipping cost: To which I let them know that this was unacceptable and I got this response: I understand how disappointing this must be for you! I'll pass your message to our team, so they are aware of our customers' expectations. Your feedback helps us get better! Please let me know if I can help you with anything else. Sincerely, Genesis Customer Happiness Director | 3 years WOW - such poor service! Other watches I've owned have lasted decades. Too bad - the watches are pretty but buyer beware!
Kelli
I ordered a watch from them on January 15th, and then I changed my mind..They said on the website that if you change your order within 4 hours it can be done. I upgraded my watch to a more expensive watch and they sent me an email to pay the additional cost. I paid the additional cost and they were supposed to send me an updated invoice and shipping information. I did not receive either and then they sent me the original watch that I changed. I informed them that I received the wrong watch and they asked me to send them pictures of the watch which I did. They sent me the return label which was for the watch that they did not ship out which was very confusing because I never received the correct watch. I sent the information via email that I have lost confidence in the company because they want me to send the watch back but they have never sent the correct shipping information and the correspondence is always about 8 at night via email and yesterday I heard nothing. I have no problem sending the watch back but where is my watch and where is the correct information this has been going on for a week now. It is just unacceptable.
Response from Original GrainJan 29, 2024
Hey Kelli, I saw this review & wanted to make sure we got in contact to make sure the extra effort is completed to make sure the replacment is handled correcltly, I would love if you could reach out direcly to me so we can honor your order & make sure the CORRECT Watch is schedule for return & shipment. IVe noticed in the past when an updtae is made to the order our system will ship the original watch before the change is made which ultimately creates more issues if the watch is set to be returned,. This is something we look to improve in the future & hipfully you cna helo us correct this to make sure you;re taken care of. [email protected]
Joe C.
Ordered a watch on 12/30/23. As of 1/24/24 the watch has not arrived and I have not even received a shipping notification. Tried tracking the order on their website, but that feature didn't work. My confidence in this company is very low.
Response from Original GrainJan 24, 2024
Hey Joe - I wanted to shed some light on your order & happy to help you get this resolved. The watch you purchased Reclaimed Whiskey Black chrono was originally on Pre-sale with a ships date of 1/25. Many of our watches are custom made & use reclaimed materials so at times we will run out of stock. Today is 1/24 We plan to have your watch shipped out tomorrow & you will get a tracking notification once sent. If you want to connect please feel free to reach me directly: [email protected] Andrew B. OG Co-founder
Marie Nuzzo B.
I have never been as frustrated with a company as I am with Original Grain. I ordered a watch for my husband on 12/21/23 which cost almost $500. While I never expected a Christmas delivery - I NEVER expected not to receive it as of today - 1/5/24! The thing that really irks me is that this company ONLY COMMUNICATES via email. I have sent FOUR emails without so much as an acknowledgment let alone a full response. They are extremely unprofessional and definitely lacking in customer service skills. As I await a response and/or delivery I am confident that I will NEVER order from this company again. And, by the way, my daughter AND her friend each ordered due to my suggestion. What a mistake!
Response from Original GrainJan 5, 2024
Hey Marie - thanks for bringing this to our attention. I will address this with our team. I looked deeper into your order, It appears you have a watch that was on pre-sale & is expected to deliver on 1/25. Feel free to touch base with me directly & I can help make any adjutstments if you would like. [email protected] We try our best to signal when watches are on pre-sale but at times this is missed. I hope we can earn your trust & Deliver you watch. It will be something you come to love & enjoy. This Rugged Auto is like nothing on the market. Hope to make this right. Thanks again! Andrew
Rebecca A S.
Ordered 12/18/2023, package arrived 12/27/2023, missed Christmas
Cleta R.
Great experience...the watch was exactly what I paid for. It is a beautiful piece
Travis S.
Easy order process. After getting the watch I purchased, I emailed to request additional links for it and their response was fast as when they sent them.
