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:08/30/2024

  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.

  I purchased two of the sheets in August 2024 and am not happy with them. I see no improvement in my symptoms that the website suggested I would see. The company has ignored 3 emails from me Despite their website, saying that they respond within twenty four hours. I want a refund for my order.

  Business Response

  Date: 08/30/2024

  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, but we have not found any email communication in our database regarding the request. To address your concern, we've just sent you the complete return instructions via email and apologize for any inconvenience this may have caused. We look forward to your response.

  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:08/21/2024

  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.

  I ordered the grounding well sheet. Plugged it in and used for a week. Absolutely no help with sleep or any of their other claims. I have been unable to reach them by phone or email. I want to return for a refund. Im pretty sure I fell for a complete scam.

  Business Response

  Date: 08/21/2024

  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 acknowledge your intention to return the item and we are sorry if you are not seeing any benefits. To make sure you are using the product correctly, you can try some grounding tips below:
  
  ?  ?Try plugging it directly into the wall socket instead of into a power board or extension cord
  ?  ?Try to contact the grounding product directly with your bare skin instead of covering it up, or wearing clothes while using it.
  ?  ?Consider getting an outlet checker to make sure your electrical outlet is grounded properly. We can provide one free of charge, just respond to the email we sent you.

  
  We've reviewed our records and unfortunately, we couldn't locate any emails from you. We acknowledge your intention to return the item and we have sent complete return instructions via email today. We strongly advise checking your spam folder or junk mail as emails may be stored there.

  
  We will be waiting for your response so we can already start the return and refund process.
  

  
  

• Initial Complaint

  Date:08/20/2024

  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.

  I purchased the Grounding Well King **** sheet on July 30, 2024, order #GW204580; total price $99.00. I received on August4, 2024 and gave it 7 days with no results, at ALL. I reached out to the company 4x so I could return the sheet and never heard back. There is no customer service number, that I could find and it is very obvious to me that they have no intention to let me return it for my refund. Please advise on next steps.

  Business Response

  Date: 08/21/2024

  
  Dear ********,

  
  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 acknowledge your intention to return the item, and we regret to hear that you may have missed our previous messages due to 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. Sometimes, emails are directed to junkmail or spam folder so you can check on them. I have re-sent the instructions to the email address linked to this message.
  
  As a valued customer, I have attached a free shipping label to this message so you can post the item for free. We sincerely apologize for any inconvenience this situation has caused you and we will wait for your advice once posted so we can issue a full refund.

• Initial Complaint

  Date:07/19/2024

  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.

  I sent this email to Groundingwell.com. I have not heard back from them and their phone number says they respond to emails in 24 hours. I have not heard from them and see no other way to contact them. I had tried to contact them after a few weeks to ask questions and no response. I can't seem to contact anyone to get help and would like to send back the product for a refund. Says to email support which i did and no response. Please help I received order # GW135037, a queen *** sheet purchased on May 24 with a 10% discount, total payment of $89.10.I used it for about 45 days and saw no change in any conditions I am experiencing especially sleep. No impact.I would like to initiate a return of this product and I have all the shipping information and packaging.

  Business Response

  Date: 07/19/2024

  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 apologize for the lack of response and have checked our records but did not find any emails from you. We acknowledge your intention to return the item and we are sorry if you are not seeing any benefits. As a valued customer, we would like to inform you that we will issue a free shipping label which is attached to this case and sent via email. Please follow the instructions provided on the return label for returning your item. Also, please don't forget to share the return receipt issued by the local carrier with us and send it to our email: *********************************** This will enable us to initiate the refund process for you promptly. 

  
  Important note: To be eligible for a refund, please ensure that the item is in good working condition as when you received it, and it must be in its original packaging. 

  
  We sincerely apologize for any inconvenience this situation may have caused you.
  
  

  Customer Answer

  Date: 07/22/2024

  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.

  I have attached the return receipt from the post office and will email it to them as well as requested. However, since they seem to not be getting my other emails, I'm not convinced it will get to them so if you can forward this to them as well that would help close the loop to ensure my return is received and refunded appropriately. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/08/2024

  Type:Delivery 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.

  Order the grounding sheet 6/4 it was delivered 6/11. I emailed on 6/18 that I have slept on it and feel nothing at all and would like to return. I had to email again a few days later, after hearing nothing. On 6/28 they replied asking me info if it has been used or new. I replied it has been used obviously, since I stated it isn't doing anything they claim on their ads! Then they replied with "try this and try that" all which I already did. I emailed back that I don't want to try anything else, just return it. I have emailed 2 more times for return instructions and no reply on how to get a refund. I saw a lot of people complain about this after I bought it, so I know I am not the only one who is having a hard time getting my money back for false claims they state this product does.

  Business Response

  Date: 07/09/2024

  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: *********************.  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 message again today. Let us know if you have not received it by replying to our email. 
  
  As a valued customer, we want to assure you that a full refund for your order will be issued in advance and we will be waiting for you to send the return receipt once the item is returned.

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

• Initial Complaint

  Date:06/19/2024

  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.

  I ordered a grounding sheet based on the positive reviews. It took weeks to receive it. When I did get it, it appeared to simple be a regular fitted sheet. No tiny wires like the product is described. I used it and feel no better than I did as it claims to have healing benefits. I requested a full refund and they are offering me a refund but I must pay to have it shipped back or a 60% refund and I could keep it. It doesnt do what they claim. I would like a full refund and prepaid shipping. It did say 100% satisfaction. It was only after I looked further and saw all the negative reviews and that it is possibly a scam. Thank you.

  Business Response

  Date: 06/19/2024

  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 acknowledge your intention to return the item and we understand the inconvenience of covering the return cost to return. As a valued customer, we would like to inform you that we will issue a free shipping label which is attached to this case and sent via email. Please follow the instructions provided on the return label for returning your item. Also, please don't forget to share the return receipt issued by the local carrier with us. This will enable us to initiate the refund process for you promptly. 

  Important note: To be eligible for a refund, please ensure that the item is in good working condition as when you received it, and it must be in its original packaging. 

  We sincerely apologize for any inconvenience this situation may have caused you.
  
  

   

  Customer Answer

  Date: 06/20/2024

  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:06/07/2024

  Type:Delivery 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.

  I purchased the item on February 2nd. I called ten minutes later to cancel and they told me it already shipped. Today is June 7th and I just received my order. I ordered the $69 mat, I was charged $169 for the sheet, but I received the mat. I cannot reach anyone at the company and there is no phone number .

  Business Response

  Date: 06/08/2024

  Hi ********,
  
  We are sorry about your negative experience. Your satisfaction is our top priority, and we understand the importance of promptly addressing and resolving any issues. We just sent you an email to further assist you.

  
  Upon further investigation, we found that you initially ordered a Groundingwell bedsheet but requested a cancellation on February 3rd. At that time, the order was already packed and processed, so we contacted our warehouse team to cancel it if possible. The cancellation was confirmed, and we informed you of this, processing your refund on February 20th of the original order. According to our records, you placed a new order online on May 29th for a Grounding Mat, not a sheet therefore you have received the correct item as per your order. I have attached the new order confirmation to this case. 

  
  We also sent you a copy of the invoice via email to avoid confusion. If you have ordered it incorrectly, we will be glad to assist you in the process of return. If you wish to return the item, we can provide you with complete return instructions. Please let us know how you'd like to proceed and respond to the email we sent you.

  We assure you that we are a legitimate business committed to providing high-quality products and excellent customer service. If there are any specific issues or concerns you have, please let us know, and we will do our best to address them promptly. Your satisfaction is important to us.

• Initial Complaint

  Date:05/17/2024

  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.

  I ordered this product in March, 2024. It has a 90 day return for any reason , just send an email to support @groundingwell.com and someone will get back with you within 24 to assist, which they have not done. I have sent follow up emails. I paid almost $90.00 for this. I feel no different. This product simply doesnt work for me and I want to return it for a refund. Im getting nowhere with the emails and I cannot find any phone number for them. Fearing I have been scammed.

  Business Response

  Date: 05/17/2024

  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: ************************ and *************************.
  

  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 have received your recent email 7hrs ago and we responded to the email as well. We consistently reply to customer emails within 24 hours to provide prompt assistance. We strongly advise checking your spam folder or junk mail as emails may be stored there.
  

  We can offer you a 60% refund and you can keep the item without a need to return it. If you wish to receive a FULL REFUND, please be advised that according to our return policy, the return shipping cost will need to be covered by the customer.
  
  Please return the order on or before June 18 to the following address:
  
  Name: PYEX0085
  Address: ********************************************************************************
  Phone: ************
  
  Kindly provide us the return receipt once the return is processed for us to start the refund process.
  
  Important note: To be eligible for a refund, please ensure that the item is in good working condition as when you received it, and it must be in its original packaging. 
  
  If you change your mind and accept the 60% refund, let us know immediately. Agreeing to the 60% refund will nullify the possibility of returning the item. If you proceed with a return, please also ensure that the item is posted on or before the date we have stated above.
  
  Please let us know if we can help with anything else.
  

  
  

  Business Response

  Date: 05/20/2024

  Hi,

  We are sorry about your negative experience. Your satisfaction is our top priority, and we understand the importance of promptly addressing and resolving any issues. We just sent you an email to further assist you.
  

  As agreed on our last email, we have now processed a full refund of $89.10 back to your original payment method as per your request to process the refund before sending the return receipt. Please allow a few business days for the refund to post to your account.
  
  In the meantime, we kindly ask that you send us the return receipt once you have returned the item. This will allow us to track the shipment of the returned item and ensure that everything is handled smoothly on our end.
  
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 05/21/2024

  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. I will mail the product back to them via US ************** with tracking. I will request a second copy of the receipt from the *********** and return with the product if possible. If not, I will take a photo of the receipt and send it to Grounding via email. I do not have a copier. Thank You
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/11/2024

  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.

  I ordered a grounding mat from Grounding Well. It says it was delivered yesterday, and it wasnt. In fact, the delivery map image shows that it was delivered several miles away from me. I showed this to the company and they are not listening. I am going to dispute the charge thru my bank. I am attaching the image here. The red dot is where I live and you can see that it is not near where they show it being delivered. I also confirmed with my mailman today that he hasnt delivered any packages to me all week. This company looks like a shell set up in the **, but really operates out of China and scams people. I want my money back. I will not pay for something that I never received.

  Business Response

  Date: 05/11/2024

  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.
  
  Upon further reviewing your tracking information, the package has not yet delivered by **** and the expected delivery is today. You can track it here: ************************************************************************************
  
  If you dont receive the package, let us know and we will be happy to assist you further retrieve or send a replacement.

• Initial Complaint

  Date:05/06/2024

  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.

  GroundingWell.com If you are searching for earthing products and want a trustworthy company to deal with, this is not the way to go. I have three separate, larger transactions with this company. Two went well, so I did not expect what happened next, and continued to order from them.I got their super smashed gift box with the product, in an ENVELOPE that was too small to hold the box without crushing it. Whomever packaged it had to crush it to fit in this sleeved envelope. This was a gift. The box was smashed, the product inside was smashed. Its not just a sheet. There is hardware. I asked if they would expedite an undamaged product, and accept the damage product, so I could gift it on time. I ordered it with enough time to get here if it had been packaged safely. They played with me for four days. An email I was told once it leaves their facility, they are no longer responsible for it, and do not help, despite what their return policy says. I have it an email stating they will not assist. They pack it and once it leaves their store whatever happens to it is not their responsibility. I reached out on four separate occasions for help and clarification on their responses. I got **** email responses telling me I was on my own, could pay the postage to return it, re-order wait for the package again. It wouldve cost them shipping to have made this right. Thats it. I wonder if The customer service agent is the one during the packaging? Sketchy is the best word I have for this company now. For some reason this company is not allowing photos through the ****** review process. I got a message from ****** saying that this address cannot accept reviews. Interesting they will give you a coupon code for leaving them a positive review on their website, but dont have an accurate address for ****** to accept it as a valid address.

  Business Response

  Date: 05/07/2024

  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.

  
  After thoroughly examining our records using your full name, address, and email address, we were unable to locate any orders in our database associated with your information. In order to provide you with further assistance, could you please provide us with any email correspondence you have, as well as a screenshot of the transaction charge or your order confirmation? This will help us investigate the details of your account more thoroughly.

  We look forward to receiving your response.