Complaints

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.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Around April 20, 2025, I purchased a "grounding bed sheet" from this company. I paid in ***, as per their website, and wrote them that I am in ****** to ensure the items would work here. I sent them a picture of the socket, at their request. They had me purchase the "proper" adaptor for the item. I then also purchased a foot mat, expecting all items to work. Both items were purchased to take away inflammation pain, help with sleep, etc. as per their advertising. After using the items and sensing no change, I asked them how do I know the items are working? They then informed me that neither item works in ******. They even tried to sell me an additional item that was irrelevant to resolve the issue. They insisted I mail back the items. This cost me $65.05. Their "policy" is to reimburse only $15 for shipping. I have spent MANY HOURS on emails and going to the post office in this matter and I expect a full refund for shipping, at the minimum. I consider this company fraudulent as they knowingly sell items that they know do not work.

  Business Response

  Date: 07/15/2025

  Were truly sorry to hear about your experience and appreciate the time youve taken to share your concerns.

  
  While our products are designed for international use, they do require a properly grounded outlet to function as intended. Based on the information you provided at the time of purchase, we advised on the appropriate adapter and proceeded under the assumption that your outlet was grounded.

  
  When you later decided to return the items, we followed our standard return process and promptly issued a refund upon receiving them. Although our policy does not cover return shipping costs, we still offered a goodwill reimbursement of $15 USD as a gesture of appreciation for your efforts which was unfortunately declined.

  
  To help resolve this matter, were now offering to cover 50% of your return shipping cost. This is the best we can offer beyond our usual policy, and we hope it demonstrates our willingness to work toward a fair resolution.

  
  Please let us know if you accept this offer so we can process the additional refund promptly.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23591471
  
  I am rejecting this response because: As you see from the attached ENDLESS emails back and forth-and this isn't even all of them as I'm trying to spare you, I paid for the items in NIS-as was offered on their website. I clearly stated from the start I was located in ****** and paid extra for the "correct adaptors". ********** clearly stated the items would work in my country. Then, when I inquired how do I know they are working, ********** clearly stated the items DO NOT work in ******. The suggested I purchase an ADDITIONAL adaptor to stick in the ground, which is a joke since I live 3 floors up in an apartment. They then said I must return the items for a refund. After sending the items back at a cost of $65.05, and my insistence that they pay for the shipping since they knowingly sold me items that they knew would not work, they then state the items WOULD work in ****** under specific circumstances. I no longer have the items and I certainly should be reimbursed the full amount for shipping as I never would have purchased these items under fraudulent circumstances. They then admitted they sold me items that would not work in my country, made me mail the items back to them and now will not take full responsibility for the HUGE amount of time I have spent on this matter-hours of back and forth emails, dealing with their constant "changing their information and story", going to the post office, packaging and mailing the items, and now contacting BBB. I am reaching the point where I feel additional charges for damages are in order for my many hours of time spent on this matter.
  
  Sincerely,
  
  ****** ***-*******

  Business Response

  Date: 07/16/2025

  Thank you for sharing your concerns. We understand how frustrating this experience has been, and we truly apologize for any inconvenience or disappointment it may have caused.
  
  While our products are designed for international use, they do require a properly grounded outlet to function as intended. Based on the information you provided at the time of purchase, we advised on the appropriate adapter and proceeded under the assumption that your outlet was grounded.
  
  After escalating your concern to our team and carefully reviewing your case, the best resolution were able to offer at this time is a 50% refund on your return shipping cost. We want to be as fair as possible, and while our policy normally requires customers to cover return shipping, we hope this gesture reflects our commitment to making things right.
  
  If you would like to proceed with this partial refund, please let us know.

  
  Again, we sincerely apologize for the inconvenience and truly appreciate your patience and understanding. We're here to support you however we can.

  
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23591471
  
  I am rejecting this response because: When I first contacted Groundwell, I made it clear my location and confirmed their products would work. They assured me they would if I purchased their recommended adaptor. I purchased the adaptor they sold to me and even added an additional purchase to my order as I was told their products worked. When I contacted the company again to ask how to test if the items were actually working as I had not experienced any benefit, I was told their items do NOT, in fact, work in my location and I should return the items, which I did.

  Only after filing with BBB and already returning the items to **********, did they change their information AGAIN to say the items would work in my location if I made additional adaptor purchases, which were not at all realistic or practical as they needed to go into the ground directly and I live in an apartment 3 floors up. In any case, their additional information is irrelevant as I have already mailed the items back paying $65.05 in shipping.

  I obviously never would have ordered these products if they told me they wouldn't work in my location.

  I have spent an ENORMOUS amount of time on this matter. The company **** me my full shipping cost as it is because of their fraudulent information that I made the purchases to begin with. Additionally, they keep changing the information they share making their entire business practices very questionable. 

  Should I need to spend more of my time on this matter, I will ask for additional payment of damages for my time on this. The matter should be clear:

  1. The company sold me items they knew did not work

  2. They told me I must return the items, which I did

  3. They refuse to pay my shipping for items I never should have been sold

  4. They continue to change the information now stating that, under certain circumstances the items should work. It is irrelevant as I no longer own the items.

  Sincerely,
  
  ****** ***-*******

  Business Response

  Date: 07/17/2025

  Hello,

  Thanks for writing us back and we sincerely apologize for the frustration and inconvenience youve experienced.

  We want to clarify that our intention was never to mislead you. We did provide guidance based on the information available at the time, and we regret that it caused confusion. We acknowledge that you've spent a great deal of time trying to resolve this matter, and we truly appreciate your patience throughout the process.

  
  As per our return policy linked found here: *************************************************************, customers are responsible for return shipping costs. However, in light of your experience and as a gesture of goodwill, we are willing to offer you a 50% refund, which is the best we can provide under the circumstances.

  
  We hope youll accept this offer as a resolution. Please let us know how youd like to proceed.
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23591471
  
  I am rejecting this response because: GrowndWell continues to offer the same UNNACCEPTIBLE 50% payment for the return of the items I purchased from them under fraudulent information that they provided. They owe me 100% of my shipping costs of $65.05.

  As I previously stated, if I am forced to continue spending my time on this matter, I will ask for damages as this has taken many hours of my time.

  Therefore, I am now asking for damages of $300 for my time and stress in this matter. Not only has this situation taken enormous amount of my time, but also, I purchased their items to improve my health and the stress this is causing me health issues.

  Sincerely,
  
  ****** ***-*******

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Asked for a refund due to not receiving any Info on a shipment only to be told 3 different things. Supposedly item was shipped then item couldn't be delivered then told item was delivered only for the tracking to still show it was in a completely different state. This company seems to have a major breakdown in communication and to me seems a bit of a scam. I'm not sure how the can take the time to email a customer to say it was delivered and in the same email offer a tracking number that clearly shows the item is in an entirely different state.

  Business Response

  Date: 06/14/2025

  Hi *******,

   

  We apologize for any inconvenience you've experienced. Your satisfaction is of utmost importance to us, and we recognize the significance of promptly addressing and resolving any concerns you may have.

  We have checked our database and we couldn't find an order under your full name, email address or email communication. Regarding your order, it's possible that it may be through another shop.
  
  Please email us at *********************************** including your order details and the subject "BBB review," so we can try locating your order. At the moment, we couldn't find any orders linked to your name.

  We will be waiting for your response.

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23464397
  
  I am rejecting this response because: Unable to resolve my issue due to not being able to find my order information. I provided a screen shot from your company with the email confirmation of my order with order number name and address. My email used for this order is ***********************************. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/17/2025

  Hi *******,

  Thank you for writing us back

  Based on the screenshot you provided, it appears that your order was placed with a different store. The order number shown is #******, whereas all orders placed through Groundingwell begin with GW followed by a series of numbers (e.g., GW123456).

  
  Weve also double-checked our system and found no order placed under your name or shipping address on May 30. We recommend contacting the correct merchant for further assistance regarding your order.

  
  If you need help with anything else, feel free to reach out.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In January we purchased a fitted sheet from Grounding Well. We did not notice a difference and decided to return the sheet. We were told they would give us 60% of the money back. We cited the no hassle return policy and they said return the sheet at our cost and they would refund the money. We returned the sheet and they did not return the money. Now they keep claiming I had to have sent the postal receipt to them before I sent in order to receive the money. I placed all written correspondence, with a note including my order number, address and phone numbers in the return package so they would know it was coming from me. To this date they have no refunded my money and now **************** and the **************** are involved. The **************** has asked many times Did they receive the package and they will not answer.The company sent a product they had made many false claims about. Then proceeded to steal my money after the product was returned. The customer service representative has been contacted over 20 times and kept saying things on the email not even related to the situation. They have no address or phone number to contact anyone else.

  Business Response

  Date: 05/23/2025

  Thank you for reaching out. We understand your concerns and appreciate the opportunity to clarify the situation regarding your return.

  
  As part of our return policy, we provided complete return instructions, including the return address and a request for valid tracking information to confirm the item was received. Unfortunately, we did not receive proof of return or a valid tracking number associated with your shipment. The tracking details you shared could not be verified via the **** website.

  
  As previously communicated, we are more than willing to process a refund upon confirmation of the return. However, without valid tracking information or delivery confirmation, we are unable to proceed with the refund at this time.

  
  We understand you have filed a chargeback, and we have submitted all relevant documentation and communication records to your payment provider for review.

  
  If you are able to provide valid tracking or return confirmation, please feel free to forward it, and well be glad to reassess the refund request.

  
  Thank you for your understanding.

  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23364015
  
  I am rejecting this response because the ************************* claims they delivered the package and checked the delivery address the merchant provided. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/30/2025

  Hi,

  Thanks for writing us back.

  Wed like to confirm that a refund of $134.92 has been successfully processed for your returned order (GW651919). This refund was issued based on the return tracking receipt you provided via email. Please note that it may take a few business days for the amount to reflect in your account, depending on your bank or payment provider.

  If you have any further questions or need assistance, feel free to reach out.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23364015
  
  I am rejecting this response because: I have uploaded the 2 charges from Gounding Well and shown the 2 returns through the US post office. However, grounding well has only returned ONE of the charges. And did you notice how they pretended to submit they refunded the money? They KNOW they stole our money. This company should not be in business, and should not be able to rip off american people any longer. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/05/2025

  Hi ******,

  Thank you for writing us back.

  Weve received one return tracking receipt so far. To proceed with the full refund of the second order, we kindly ask that you provide the second tracking receipt for the remaining item(s). Once we receive the tracking details, well be happy to process the refund accordingly.

  Please let us know if you have any questions or need assistance. We're here to help.

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The nature of my problem is that Grounding Well is a counterfeit product.The original manufacturer lists Grounding Well as #1 on a list of counterfeit makers of their products.I asked for a refund through the NYS attorney generals ********* offered a $37.00 refund when they advertise a 100% Money Back Guarantee on their website.I have asked numerous times for the full refund of $62.10 to no avail.The package has not been opened.We have asked for a return authorization label but hear NOTHING...

  Business Response

  Date: 03/30/2025

  Hi *****,

  We apologize for any inconvenience you've experienced. Your satisfaction is of utmost importance to us, and we recognize the significance of promptly addressing and resolving any concerns you may have.

  We acknowledge your intention to return the item, and we regret to hear that you may have missed our previous messages due to the non-receipt of our responses at your email address: ********************** Rest assured, we only sell authentic, original productsno counterfeits.

   We have sent complete return instructions via email and apologize for any inconvenience caused by not receiving them. 
   We strongly advise checking your spam folder or junk mail as emails may be stored there. I have resent the message again today.

  Let us know if you have not received it by sending another email to ************************************************************.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Poor quality of items received Company has not been responding to my emails and did not respond until I got ****** involved. And they have not responded since. This company has other ratings on the Better Business Bureau and I wish I wouldve seen that before I purchased (with similar complaints)I would like a full refund ASAP

  Business Response

  Date: 03/25/2025

  Hi ****,

  We apologize for any inconvenience you've experienced. Your satisfaction is of utmost importance to us, and we recognize the significance of promptly addressing and resolving any concerns you may have.
  
  We acknowledge your intention to return the item, and we regret to hear that you may have missed our previous messages due to the non-receipt of our responses at your email address: *******************************.  We have sent complete return instructions via email and apologize for any inconvenience caused by not receiving them. We strongly advise checking your spam folder or junk mail as emails may be stored there. I have resent the message again today.

  Let us know if you have not received it by sending us a new email at ********************************** so we can assist you promptly. 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Placed an order 2/9/25 for a grounding mat. February 26th I emailed the company to let them know I never received any shipping information and was still waiting for the mat to arrive although it was estimated to be delivered on the 17th. I was told there had been no movement which is not normal. Escalated to warehouse team for a follow up and provided with a tracking number. 3/13/25 I still have received no updates and the package had not moved on the tracking link provided so I emailed the company and asked for a refund. I was told The package was lost in transit. The best we can offer is reshipment I really just wanted a refund but agreed to the reshipment and provided updated shipping information so there would be no issues. Once I provided this information, they were suddenly able to find the package they had just claimed to be lost. The tracking link said it would arrive 3/15/25. I received nothing on 3/15/25. When I checked the link again it said it would arrive 3/17/25 between 3:15-5 pm. I made sure to be available as I didnt want to miss the delivery. 3/17/25 the link marked the package delivered at 5:04pm which is a lie because I was literally standing in my mailroom at that time. Im no longer interested in getting a product from this company since it seems fraudulent and want my money refunded.

  Business Response

  Date: 03/18/2025

  Hi,

  
  Sorry to hear that you haven't received the order. Your satisfaction is our top priority, and we understand the importance of addressing and resolving any issues promptly.  
  
  The tracking info says it has been delivered. Would you mind double-checking the front door or mailbox? Can you also please check with other members of your household to see if anyone may have put your package aside? If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages wont fit in your mailbox so carriers will often leave packages at a managers office for safekeeping.
  
  I have attached the proof of delivery for reference.
  
  If all else fails, we highly recommend you to contact **** or the local post office to confirm the information because most of the time, the local post office/ courier will have the package stored with them for a few days/week even if it is marked as delivered. 
  
  Here is the local tracking number: **************************************************************************************
  
  Hoping for your cooperation so we can further resolve this issue as quickly as possible.
  
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The company boasts a no questions asked 90 day return policy. I tried their product for 90 days and on day *********************************************************************************************** The refuse to allow a return or refund as it was 91 days, not 90. I thought that was *****. I asked the person I was corresponding with (*******) to escalate my request to a supervisor. She said she forwarded to her team but there has been no response. When I asked about it, she just gave me the same response she had been giving me, apologizing that my return was outside the policy period (by one day? Really?!), made suggestions on how to use the product. etc. I feel the company should honor their easy returns policy for a product that did not work.

  Business Response

  Date: 03/17/2025

  Hi,

   

  We sincerely apologize for any frustration this has caused. We understand how disappointing it can be when a product doesnt meet your expectations. While our 90-day money-back guarantee is in place to ensure fairness and consistency for all customers, we regret that your return request fell just outside this window. You can review our money back guarantee policy here: *************************************************************

  We appreciate your feedback and will share it with our team to continually improve our policies and customer experience. Please let us know if theres anything else we can do to assist you.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a Cal **** fitted sheet. It does not fit correctly. I have not noticed any improvement in health or sleep. Item was purchased 2-25-25. I want to use the 90 day guarantee and have had no response from the company.

  Business Response

  Date: 03/14/2025

  Hi *****,

  
  We apologize for any inconvenience you've experienced. Your satisfaction is of utmost importance to us, and we recognize the significance of promptly addressing and resolving any concerns you may have.

  
  We consistently reply to customer emails within 24 hours to provide prompt assistance. After reviewing our records, we can confirm that grounding tips and return instructions were sent in response to your emails yesterday. If you've reached out and haven't received a response, it may be due to technical issues or emails being directed to your spam folder. Kindly check your spam/junk folder, and if you still dont see our reply, please send us a direct message or email using another email so we can assist you promptly. We strive to provide excellent customer service and your satisfaction is very important to us!

  
  I have sent another email today with the complete return instructions in response to your recent email. Please be sure to check your junk or spam folder as well.

  
  If you need further assistance, please don't hesitate to reach out to us via email at ********************************** with the subject "BBB review." This will allow us to assist you promptly.
  

  
  

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23063376
  
  I am rejecting this response because: the company only responded to my complaint after I contacted the BBB . It was silent until you got involved. I want that on the record. They did NOT email me until you contacted them. Their customer service is unresponsive to my emails.

   

  Thank you for your help in resolving this issue.

  You may mark it as resolved but I want it noted that their response to you was incorrect. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello I want to use 90 day return warranty but nobody answer for my request. I send mails and fulfill contact form for that . The time is going and it s almost over for me to use these warranty . How can I proceed ? Regards

  Business Response

  Date: 02/20/2025

  Hi ****,

  
  We apologize for any inconvenience you've experienced. Your satisfaction is of utmost importance to us, and we recognize the significance of promptly addressing and resolving any concerns you may have.
  
  We acknowledge your intention to return the item, and we regret to hear that you may have missed our previous messages due to the non-receipt of our responses at your email address: ******************************.  We have sent complete return instructions via email and apologize for any inconvenience caused by not receiving them. We strongly advise checking your spam folder or junk mail as emails may be stored there.

  I have resent the message again today. Let us know if you have not received it by replying to our email.

• Initial Complaint

  Date:01/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered a sheet from this company. Was delivered 1/26. I opened it, it wasnt a sheet at all, it was the size of a table runner and wouldnt fit a normal persons body to lay down on. I immediately repackaged it back up and emailed the company that I want to return it for a refund. They replied with some generic, long, irrelevant information that was useless to me like 3 days later. I replied again that I wanted a refund and wasnt going to pay for shipping. Received another long, generic response and was told I have to pay for return shipping. So I went to the post office and paid for shipping and sent it back to the address on the label. How long are we supposed to wait to get a response and return info?! Another 24 hours later, I get another useless response that says they didnt give me the instructions or return address and they werent going to refund me. I replied that Im going to dispute with my cc. Their customer service is horrible and lacking and they really need to do better if they want a successful business. You cant even leave a review on their site! I looked around everywhere to leave one. Makes you wonder if the review on the site are even legitimate.

  Business Response

  Date: 01/29/2025

  Hi *********,

  We understand your frustration and apologize for any inconvenience. Our team has provided return options and instructions, but we did not receive confirmation from you before the item was returned. Unfortunately, as stated in our refund policy, returns sent to an incorrect address are not eligible for a refund.

  
  If you would still like to proceed with a return, please let us know, and we will provide the correct return instructions with the correct return address to ensure a smooth process.

  
  We appreciate your feedback and sincerely regret any misunderstanding. Please feel free to reach out if you need further clarification.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22870802
  
  I am rejecting this response because:

  This is the same generic email response Ive been getting from the company/owner, ******* from ********** since January 26 when I contacted the company requesting a return and refund.  YES, ID LIKE TO RETURN THE PRODUCT FOR A REFUND. How many times do I need to say this for you to understand?  I can see several other complaints with the same generic response and problems.  I dont want the product, I want a refund, is this clear enough for you to send me the information to do so?  How many more emails back and forth will it require?  

  
  
  *********

  Business Response

  Date: 01/29/2025

  Hi,

   

  Thanks for reaching out to us. We're sorry for any inconvenience.

  We've sent the complete return instructions via email as requested. If you haven't received an email, please check your junk or spam folder, as it may have been directed there.

  Once we receive the returned package, we will process your refund. Let us know if you need any further assistance.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22870802
  
  Please see screenshot of series of emails with the email from me on Monday 1/27 letting them know the product is on its way back since I didnt get a response back. I sent it back to the return address on the package literally the following day, unused, in its original packaging. I had to pay for shipping, which I didnt want to do, but their policy doesnt favor the consumer. Theres a picture of the receipt with tracking info from the post office as well.  Item is highlighted in yellow. The address is in ******** 
  
  
  Christine 

  Business Response

  Date: 01/31/2025

  Hello *********,

  Thanks for writing us back and we are sorry for any inconvenience.

  It looks like the screenshot of the receipt wasnt included in your message. Please resend it or email it to us so we can process your refund. Let us know if you need any assistance.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22870802
  
  Post office receipt/image was attached in previous response. Attached again. Thanks. 
  
  
  *********

  Business Response

  Date: 02/04/2025

  Hi,

   

  Thanks for attaching the receipt. A refund for your order has been processed. Attached is a proof of refund for your reference.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22870802
  
  I am rejecting this response because:
  I paid $106.68 and then paid another $6.75 to ship it back. Refund the total $106.68 please. 
  Sincerely,
  
  ********* ********

  Business Response

  Date: 02/12/2025

  Hi *********,

   

  Thanks for writing us back.

  Unfortunately, we cannot refund the return shipping cost but we can refund the taxes you paid for your order which is $7.68 via ******. Just let us know your ****** information so we can process it for you.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22870802
  
  Hello, my ****** email address is **************** and QR code attached as well. Thanks. 
  
  Christine 

  Business Response

  Date: 02/14/2025

  Hi *********,

   

  Thanks for writing us back.

   

  I have successfully processed a refund of  $7.68 USD via ****** as discussed.

   

  Please let us know if there's anything else I can help you with.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Christine