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Business Profile

Grab Bars

GrabBars.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grab Bars.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:12/04/2024

    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 purchased two (2) grab bars from GrabBars.com on November 6, 2024. My contractor used only one (I). I contacted the company to ask if I could return the grab bar not used. The person I spoke with said that I could return the unused grab bar but there would be a 20% restocking fee. On November 26, 2024 I initiated a return through ***. The cost of the return was $26.06. $16 for shipping plus $10 for a 4 x 4 x 36 inch box. on December 3, 2024, I received a Gmail from GrabBars.com stating that I was ineligible for a return "due to damage, flanges were improperly secured while in transit and no packing material was included - non-refundable. ... " They attached the 5 photos below. I maintain that the grab bar was never removed from it's plastic sleeve and any damage or scarring was original to the product as I received it. I want a full refund of the purchase price, ***** + $14.55 shipping.

    Business Response

    Date: 12/04/2024

    While we appreciate all honest reviews from customers, I have to disagree with this customer's description of the condition of their grab bar return.
    I personally saw their bar as it was being processed and not only did the order not contain any packaging materials what so ever, the flanges also were not secured, as shown in the photos we provided to the customer and she included in her complaint.

    We understand at GrabBars.com how imperative it is to make sure returns are properly packaged to arrive undamaged. Which is why we highlight that section in the return instruction email we sent to this customer: ********* to secure ****** covers and use a generous amount of packing material to protect the returning items from damage. Our records show that the customer accessed that email four times. 

    While we can understand they are upset that their bar was not refundable, we do state that items must be returned in resaleable condition. I have included a image of the condition of the product when it was originally shipped to the customer for reference. 
     
    Thank you for giving me the opportunity to address this issue. 

    ***** **************** Manager at ********************

    Customer Answer

    Date: 12/07/2024

     
    I am rejecting this response because they show only a wrapped grab bar.  They do not show a pre-shipping photo of the post and ****** which they claim was damaged in my shipping process..  

GrabBars.com is NOT a BBB Accredited Business.

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