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Business Profile

Ecommerce

Grounding well

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 64 total complaints in the last 3 years.
  • 49 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/25/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Date of transaction 12/27/24 Order: GF3231192 Item: Grounding Mat 140x180CM / US Price: ****** + 9.00 tax Company wont return emails requesting a return. Ive emailed 3 times and contact once via their contact form online. Left with no other option but to engage with the BBB to help resolve.

    Business Response

    Date: 01/25/2025

    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 have checked our database and we couldn't find an order under your full name or order # provided. Regarding your order, it's possible that it may be through another shop since our order number also starts with GW and not GF.

    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.

    If you can provide your order details, we will be happy to assist you further.

  • Initial Complaint

    Date:01/23/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Company will not respond to request for refund/ return information on unopened product

    Business Response

    Date: 01/24/2025

    I hope this message finds you well. Im sorry to hear that you didnt receive our earlier response. I wanted to assure you that we did reply to your email about your return request approximately 10 hours ago.


    To make things easier, I have reattached the email for your reference, which includes the return instructions you requested. Please feel free to let us know if you have any further questions or if theres anything else we can assist you with.


    Thank you for your patience, and I apologize again for any inconvenience caused.

    Customer Answer

    Date: 01/27/2025

     
    Complaint: 22850129

    I am rejecting this response because: I had to pay return postage $12.96 because they wanted return receipt and photo that I sent before they would offer refund.  If I didnt want refund I could keep the product and they would refund 60% of purchase.  This is not right.

    Im 70 years and this is a very strenuous drill to go through for a refund.  I had to go to post office. 
    Sincerely,

    ****** *******

    Business Response

    Date: 01/29/2025

    Hi,

    Thank you for reaching out and we sincerely apologize for any incovenience caused.

    Our return policy states that return shipping costs are the responsibility of the customer. You can find more details in our refund policy here: *************************************************************. This was also outlined in the return instructions we provided in our previous email.

    However, as a valued customer, wed be happy to offer a 50% refund of your return shipping cost. If you'd like to proceed, please provide your ****** email address, and well process the refund for you promptly.

    Please let us know how youd like to move forwardwere happy to assist.

     

  • Initial Complaint

    Date:01/22/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Item did not come in time to give to family member to receive it. I emailed them that I didnt receive it and I wanted to cancel and get a refund. Lo and behold , after that email, it came 3-4 days later. I took item out of mailer and repackaged it and sent the item back to seller. Advised seller thru emails and was provided return address. Package was received by seller and I waited for refund. I then get an email that since I was disputing thru my bank that they could not refund me until I canceled the dispute. Bank advised me to leave dispute as is. Bank notified me that the dispute was closed and I still have not received my refund. Still waiting on a refund from seller!

    Business Response

    Date: 01/22/2025

    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.

    The order was promptly shipped and successfully delivered on our end, and we understand that youre requesting a refund. However, as youve filed a dispute with your bank, we are unable to process a refund at this time. We have provided the necessary evidence to your bank, and we kindly ask that you reach out to them directly to resolve this matter.

    Thank you for your understanding.

    Customer Answer

    Date: 01/23/2025

     
    Complaint: 22844069

    I am rejecting this response because:  this has been going on forever.  I emailed them advising that I wanted to return the item.  I was given the address to return and advised new code to put on the shipping box and what was required of the item to return it.  I shipped by **** and paid around $20.00 to ship and also received a message from **** that the returned item was received by them.  They advised me that since I filed a complaint with my bank,  that I need to cancel that complaint so they could issue a refund.  My bank advised to let the complaint play out.  The bank closed the complaint and I still have not received a refund.  Now they are saying I will not get a refund because I didnt advise them prior that I wanted to return the item.  I have attached emails from them saying they they received notice that I wanted to return item and that I wanted a refund.

    Sincerely,

    ****** *****

    Business Response

    Date: 01/23/2025

    We would like to inform you that the customer's dispute has been resolved in their favor, and a refund has already been issued by their bank. As a result, we are unable to take further action on our end. For your reference, we have attached a screenshot of the resolution.

    Customer Answer

    Date: 01/24/2025

     
    Complaint: 22844069

    I am rejecting this response because:  My bank put the money back in my account when I filed the dispute with them.  As the attached email from my bank,  they rejected my claim and took the money back out of my account.  I have not received my refund on the product!

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:01/05/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 bundle on sale for $149 on 12/30 and my bank processed the charge on 12/31. As of today, 1/5, I have not received any confirmation email and when you call their customer support line, they aren't available and the voicemail asks you to email them.

    Business Response

    Date: 01/05/2025

    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.


    Upon checking the details of the order, it shows that your email was not added when your order was created, which may have led to the order confirmation email not being sent. However, the system generated an SMS confirmation to your phone number. Also, we have checked on our record and we have not received any email from you. We understand how frustrating this must be, and we're here to help resolve the issue.

    With regards to your order, this has been shipped and scheduled for delivery on January 11 and 13. You can track it using these tracking numbers:

     

    9200190372041600087902

    9200190372041600088954

     

    USPS link: *********************************************************1ld2bxf*_gcl_au*OTc4MTAyNTAzLjE3MjkzOTIyNzY.*_ga*MjgzNjE0MzE1LjE2NTMwMTE2NjY.*_ga_3NXP3C8S9V*MTczNjEzNDU4OS44MDAuMS4xNzM2MTM0OTYxLjAuMC4w*_ga_QM3XHZ2B95*MTczNjEzNDU4OS4zNS4xLjE3MzYxMzQ5NjEuMC4wLjA.

    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: 01/10/2025

    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:01/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I ordered one white queen sheet from The Grounding Company but received two gray twin sheets. I have sent numerous emails with no response. Their phone mailbox is full so a message cannot be left. They have my money for two twin sheets that I cannot use.

    Business Response

    Date: 01/04/2025

    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 name or email communication. Regarding your order, it's possible that it may be through another shop since you mentioned the Grounding company, and we suggest double-checking the details on your confirmation or order history. Here at Groundingwell, we always send real-time orders and shipping confirmations to our customers and respond to emails within ********* hrs.

    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 or email address.

  • Initial Complaint

    Date:01/01/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I ordered grounding sheets on December 18th. I never received an order number. However they received their monies almost immediately. I have emailed several times with absolutely no response. At first I just wanted *** product shipped. Now I'm so disgusted with their lack of professionalism and ability to resolve the issue, I'm seeking just a full refund at this point

    Business Response

    Date: 01/02/2025

    Hi,

     

    We apologize for any inconvenience you've experienced and sorry to hear that you haven't received the order. Your satisfaction is of utmost importance to us, and we recognize the significance of promptly addressing and resolving any concerns you may have.

    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 a screenshot for the proof of delivery.

    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.


    Customer Answer

    Date: 01/06/2025

     
    Complaint: 22755408

    I am rejecting this response because: I read yours and the company's response.  However, I am not in receipt of such package.  I'm the only bone living in the home and other than a shirt and a necklace, no other packages have been left in the mailbox, or on the porch or any other location on the property.  What would be the next steps?

    Sincerely,

    **** *********

    Business Response

    Date: 01/06/2025

    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.


    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:12/30/2024

    Type:Product Issues
    Status:
    Answered
    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.
    I ordered a "grounding sheet" which comes with the companies 90 day money back guarantee. I ordered it on 12/4 and it came on 12/10. I used it for ***************************************************************************************************************************** the sheet. It was very disconcerting! I clearly cannot keep it and have reached out to the company's support email with 4 separate emails asking for refund instructions (as per their website says to do) and have not gotten a single response. I'm incredibly frustrated with the lack of response and options since there is no phone number or other way to get in touch with them. Please help me so I can return the product and get my refund for this defective product.

    Business Response

    Date: 12/31/2024

    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 last December 23.  We have sent complete return instructions via email and apologize for any inconvenience caused by not receiving them. I have attached a proof of email showing the email responses.  We strongly advise checking your spam folder or junk mail as emails may be stored there.

    I have resent the complete return instructions again to the same email on file. If you need further assistance, please don't hesitate to reach out to us via email at ********************************** so we can assist you promptly.


  • Initial Complaint

    Date:12/28/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    I ordered this item on November 24, 2024. I received an email asking me to confirm my address. The address they had was correct. The item was shipped and I revived a confirmation number; however it was returned to the sender on December 14, 2024. I was not contacted and no refund was issued. I contacted them on their website asking for an explanation of what was happening. They didnt respond. On December 26, 2024 I sent a request for my refund. They responded and said the best they could offer was to reship my items at no charge. There shouldnt be a charge anyway as they offer free shipping. Its past Christmas and we had to purchase another gift. I just want a refund.

    Business Response

    Date: 12/29/2024

    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 already processed the refund for order GW451779, and you should see the funds returned to your account within a few business days.

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

  • Initial Complaint

    Date:12/27/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Returned a grounding sheet at my expense and company will not give me the credit for the return.

    Business Response

    Date: 12/28/2024

    Thank you for reaching out regarding your refund request. We understand your concern and appreciate you taking the time to return the item. However, as outlined in our return policy, a return receipt or any form of proof of return is required to process refunds.


    At this time, we have not received documentation confirming the return of the item. To expedite the resolution of your request, we kindly ask that you provide one of the following:


    A copy of the return receipt or tracking information.
    Any other documentation confirming the item was shipped back to us.


    Once we receive this information, we will promptly process your refund. If you need assistance retrieving the return receipt, we recommend contacting the shipping provider.


    We value your business and are committed to resolving this matter as quickly as possible.

    Customer Answer

    Date: 12/29/2024

     
    Complaint: 22738647

    I am rejecting this response because: see attached -I have provided proof of my return via UPS.

    Sincerely,

    ******** *********

    Business Response

    Date: 01/03/2025

    Hi,

    Thanks for writing us back.

    To process the refund for the returned item, kindly provide the return receipt and the tracking number. Once we have those details, we can proceed the refund promptly.

    Thank you for your understanding.

  • Initial Complaint

    Date:12/27/2024

    Type:Order Issues
    Status:
    Answered
    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.
    Grounding Well. Company claims a 90 day return policy but refuse to provide it via multiple emails requests and only respond with reasons to keep their product. Also website further says refunds are only for new unopened product. Also FAQs only say their address is on the USA and returns can only be sent to the address they provide when contacted yet they refuse to provide it. Return address on label is ******. Product does not provide the relief and health benefits they and their paid affiliates claim.

    Business Response

    Date: 12/27/2024

    Hi,

    We extend our sincerest apologies for any inconvenience you may have encountered. Your satisfaction remains our highest priority, and we recognize the importance of promptly addressing and resolving any issues that arise. We have been experiencing a holiday surge for the past few days and were unable to respond within our usual response time. 

    We acknowledge your intention to return the item and we are sorry if you are unsatisfied with the product.. We already sent the complete return instructions via email. Once you are ready to return the item, please send us the return receipt so we can initiate the refund process.

    Please let us know if theres anything I can help you with.

     

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