Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company offers a warranty on their products, this is the reason I bought it. The ring I bought has damage to it. I have sent emails requesting warranty service and havent gotten any response.

  

  Business response

  01/16/2025

  HISTORY:
  Customer contacted ********************** and submit a warranty claim to replace a damaged ring on January 4, 2025, at 7:15 through the company website. Before we could respond, at 7:39, the customer sent a separate email message asking if he could change the style on his new order.  Later that same day, a Customer Experience representative emailed the customer letting him know his warranty had been approved, and a replacement code was provided. Included in that answer was a short blurb letting the customer know the various products that were excluded as upgrades.
  
  On January 7th, customer emailed **************** asking if he could get a smaller size. A CX Representative responded on January 8th, at 12:21 informing the customer that he could choose any style/size ring hed like.
  
  On Saturday, January 11, 2025, customer emailed again stating he was still waiting for a reply. Before we were able to respond to that ticket, he emailed again on Sunday, Jan 12th, informing **************** that he had sent an email to us regarding his ring replacement, and he wanted a different style. We responded at 3:15 with an apology for the last reply not going through, and we resent the message including the warranty code.
  
  RESPONSE:
  *** CX Team responded to the emails sent by the customer, and provided the requested information. See attachments.
  
  We have attempted to contact the customer by phone (left voicemail message). If the customer would like to reach back out, he is welcome to go to ******************************************************** to chat with one of our reps. *** chat hours are Monday thru Friday, 9am to 4pm CST.
  
  We would appreciate the opportunity to complete the customers warranty request at his earliest convenience.
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased their rings when I got married 5 years ago because they provided a lifetime warranty. In the first year they were honoring their warranty, but then they changed their policy and stopped honoring it. I would like them to either honor their warranty or refund the money I spent on the rings.

  

  Business response

  01/14/2025

  The customer's initial order for two rings was placed on November 18, 2020. Subsequently, the customer reported a quality issue and two new rings were dispatched on December 31, 2020. To date, there is no record of the customer contacting the company regarding replacements for either ring.
  
  The Groove Life warranty remains in effect and encompasses situations wherein a product fails to meet the performance criteria established by our product team. This warranty applies to product failures but explicitly excludes wear and tear, cosmetic damage, odor, or similar issues. Furthermore, items that have been lost or stolen are not covered under the purview of our warranty.
  
  In the event that the product experiences a failure, as outlined above, we will provide a replacement at no additional cost. For issues falling outside the scope of this coverage, we are pleased to offer a significantly reduced price on a replacement product as a courtesy.
  
  To submit a warranty request, go to *****************************************************
  
  

  Customer response

  01/14/2025

   
  Complaint: 22796369
  
  I am rejecting this response because I have been in contact with Groove Life since December 3rd about a broken ring. Attached is my last written correspondence, where an employee informed me that my request was being escalated on December 9th. 
  
  Sincerely,
  
  M C

  

  Business response

  01/23/2025

  The customer provided a copy of his correspondence history with Groove. There was a different email address used when corresponding with the company than what is shown on BBB Complaint and e-comm store record when purchases were made. With this new information, we were able to locate his warranty submission. 
  
  After reviewing your replacement request, we can confirm that a mistake was made by the CX Rep, and the type of damage on your product is, in fact, 100% covered by our warranty. I apologize for this mistake and for the inconvenience caused to the customer.
  
  An order has been placed for a replacement ring and the customer can expect delivery in 5-7 business days. 
  
  

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 15, 2020 I ordered a ring from Groove Life because I needed a silicone ring. I primarily bought from Groove Life based on their great warranty. However, I lost my ring and am trying to get warranty service from them. Under the warranty there was when I bought the ring, that was covered. I have proof of that old warranty from ***********. They changed their warranty and now say that's not covered. They did offer to make me pay $2.99 plus tax for a warranty processing fee with no shipping. However, when I clicked on that link they sent there was also a $3.99 shipping fee. I emailed them back with both concerns. One, they changed their warranty after I bought my ring and seem to think their new warranty applies to my old purchase. Second, the link sent charges shipping when the invoice they sent had $0 for shipping. The response I got was simply a reiteration of their new warranty with no answer to either question. I emailed again with proof of the old warranty and have not yet received a response. I simply want a new ring mailed to me for free under the old warranty, and for Groove Life to admit the new warranty does not apply to old purchases. The only reason I paid $30 for a rubber ring when I can get a 5 pack on ****** for $10 was because of the warranty.

  

  Business response

  11/27/2024

  Customer submitted a request on the ********************** website to replace a lost ring on 11/21/24.  The ring was initially purchased on 8/15/20 with one additional replacement request on 11/3/21. On 11/23/24 Groove Life **************** sent an email and invoice. The email included a disclaimer stating, For future reference, we do not offer discounted pricing for the replacement of a lost or stolen item. However, we're happy to make a one-time exception today. This invoice included a discounted price of $2.99 to cover the ring and the shipping option of the customer's choice.
  
  The customer emailed back on 11/23/24 stating the Groove warranty covered lost items when the original purchase was made which is why he purchased from Groove and questioned how it is ethical to change the warranty post purchase. He also expressed his concern about the shipping fee. When he clicked the link to make the purchase, a $3.99 shipping fee was added. Customer expressed his feelings of having been lied to yet again by a company.
  
  A response was emailed explaining that All Groove Life products are covered under our product failure warranty, which is a free replacement. When the damage is due to everyday wear and tear, this is still replaceable through a discounted price, but is not free. He was also referred to the warranty as shown on our website, which addresses lost items.
  
  Customer responded again, questioning the change in the warranty.  
  
  Groove CX sent an email explaining that the warranty is subject to change. Also included was an explanation of how the warranty/product replacement works. A free ring was offered as a one time courtesy.
  
  The customer responded: No, the warranty is not subject to change. It was a 94-year warranty. You cannot change the warranty that covers the item after I bought the item.
  
  A followup to the previous email was sent by the customer, stating he appreciated ********************** doing the right thing after he made his BBB complaint. He expressed that Groove needs to admit error in making changes to the warranty and mentioned this could be lawsuit territory and he plans on checking in with the *** about Grooves business practices. 
  
  RESPONSE:
  While we appreciate the customers concerns, ********************** maintains the prerogative to modify the warranty policy as deemed necessary. Likewise, Groove Life Terms of Service does not include a grandfather clause. 
  
  With regard to the concerns about shipping charges, the customer was not notified that there would be no shipping fee when the original invoice was sent. Furthermore, this matter was addressed in the email accompanying the invoice: The shipping of choice will need to be selected at checkout.
  
  As previously stated, all fees were waived to replace the lost ring, as a gesture of goodwill. 
  
  
  
  

  Customer response

  11/27/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  I do accept the warranty replacement of the ring. However, Groove has been inaccurate again as to their assessment. Here is proof from the original response I got stating there is no shipping charge. Also, I want Groove to acknowledge they have absolutely no right to change a warranty after an item has been purchased. No grandfather clause is needed. An item purchased with a 94 year warranty has that warranty until the 94 years are up. Period. I would like Groove to acknowledge that and change that policy on their website. I also am disappointed it took making a BBB complaint to get them to do the right thing.
  Sincerely,
  
  *** ********

  

  Business response

  01/07/2025

  Groove Life retains the right to modify our warranty policy as needed. Our Terms of Service, which are publicly available on our website, outline this clearly and do not include a grandfather clause. Please be assured that any adjustments made are in accordance with applicable laws and intended to improve our service and offerings.
  
  Regarding the shipping charges, we strive to be transparent throughout the process. As noted in the email accompanying your invoice, the shipping method needs to be selected at checkout, and the associated costs are displayed before the transaction is completed.
  
  

  Customer response

  01/07/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  Groove Life has absolutely no right to modify a warranty after purchase has been made. This is a violation of the ********-**** Warranty Act. 
  Sincerely,
  
  *** ********

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased a ring for me when we got married, I believe she spent ***** for the small piece of silicone. The ring begin to tear after only a few months of wear. I reached out to groove for a replacement under their warranty. I found out that you then had to pay $15 for a replacement after paying about $40 for the original ring. I was displeased as a small piece of silicone can not cost but a few cents to make. I then subsequently left a review on the ring originally purchased on groove's website. After writing a detailed review warning customers about the low grade quality of the product as well as the false claims made in advertisements about their warranty I have discovered Groove has withheld my review as it is not available to see on their website. This is a direct violation of the Consumer Review Fairness Act implemented by the ***.

  

  Business response

  10/24/2024

  The customer submitted a warranty claim to ********************** on March 29, 2023, requesting a replacement for a silicone ring. A Groove Life Customer Experience representative responded promptly on March 30, 2023, offering a $25 code to apply toward a replacement ring of the customers choice, which was our standard procedure at that time. The original ring was valued at $34.95, meaning the $25 code would cover all but $10 of the cost if the customer selected the same style for the replacement. The remaining $10 was intended to cover standard shipping and handling. No additional charges were applied for the ring itself.
  
  We did not receive any further communication from the customer following this offer. However, on or around September 25, 2024, the customer left a ****** review on our website. In this review, the customer shared inaccurate information regarding the cost of the replacement and implied that Groove Life profits significantly from warranty claims. He stated he would be charged an additional fee for shipping. And, his review indirectly encouraged other customers to purchase silicone ********************** from a specific vendor, named in his review. Due to the fact that the customer stated inaccurate information that he had no knowledge of, the review was suppressed.
  
  Should the customer wish to submit another review containing actual facts, we would be happy to consider publishing it on our website. 
  

  Customer response

  10/24/2024

   
  Complaint: 22463879
  
  I am rejecting this response because:
  I did not post inaccurate information in the review. You just said in the previous statement that I was going to still have to pay $10 for a replacement. That is NOT how a no BS policy should be advertised. I recommended a much higher quality product to customers that was offered at a more affordable price. 
  Sincerely,
  
  Gates *******

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a belt with a 94 year no BS warranty. Belt band failed near the buckle that clearly indicates a product defect. Contacted the warranty department, sent pictures of the failure. Was told the belt was a premium product and as such is only covered 50%, and was sent a link to purchase a replacement for half price.

  

  Business response

  08/05/2024

  Customer purchased a belt from the ********************** website on September 13, 2021. 
  On July 20, 2024, a warranty claim submission was received by the company. Customer requested a replacement belt. A ********************** CX Rep reached out requesting a photo of the damage on July 30, 2024. The customer responded later that same day with a photo.
  The warranty claim was processed on July 31, 2024, and an invoice for 50% of the belt plus a shipping charge was emailed separately since it was determined that the damage to the belt was considered wear & tear. 
  Customer responded with an email, stating "I'm confused, you're saying the belt is a premium product so it is only covered 50% under warranty?"  On August 2, 2024, a reply was sent with a detailed explanation on how the warranty works. The customer responded, stating that he did not feel his question was answered. A response was sent on August 4, 2024, with different verbiage to explain how the 94 Year No BS Warranty works, 
  
  Groove Life received a BBB Complaint, on August 5, 2024. 
  
  The warranty claim originally submitted by the customer was reviewed by management, as is our practice, and it was determined that the belt was in fact damaged due to product failure and should be covered at 100%.
  
  Resolution:  A replacement order has been placed, and the customer notified via email. 
  
  
   

  Customer response

  08/05/2024

   
  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

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ring on 7/13/23. It was worn 2-3 days a week at most since then. It tore where one of the grooves are in the back of the ring while taking it off from my finger. It was not abused and has no other cosmetic defects indicating abuse. Company advertises a No BS Lifetime Guarantee with free replacement due to manufacturing defects. The issue is clearly a defect in design, materials or manufacturing, but they are requiring me to pay a "processing fee" and shipping to get it replaced. They subsequently had management contact me to just restate the warranty they are not honoring and said they are designed to tear. It is ridiculous that their product only lasted 6 months in its intended purpose without any abuse or neglect, and they are refusing to cover a replacement for no cost when they advertise a lifetime guarantee.

  

  Business response

  02/07/2024

  Transaction History:
  Customer submitted a warranty claim for a torn/split ring on 1/29/24. Customer wants the same ring as a replacement.
  On 1/30/24, agent approves the warranty claim and informs customer of a $5 processing fee plus shipping.
  On 1/30/24, customer expresses dissatisfaction with the warranty and claims it is a defect in design, material, or manufacturing. Customer received and submitted a survey via email, giving an opportunity for feedback of the recent transaction. A negative review was submitted.  
  On 1/3024, agent responds by explaining the details of the warranty policy and offering to replace the ring, as per the policy. 
  Customer accuses the agent of not reading their email.
  
  Notes: 
  As previously communicated to the customer, our warranty provides comprehensive coverage for manufacturing defects at 100% However, for issues related to normal wear and tear, we kindly request a $5 processing fee in addition to shipping costs.
  
  While our rings are crafted with utmost quality and comfort in mind, it's important to note that they are intentionally designed to tear for safety purposes. The aspect of the design, materials, and manufacturing that the customer referenced is not considered a flaw, nor is it categorized as a manufacturing issue.
  
  As a demonstration of our commitment to customer satisfaction, if the customer opts to reach out to us directly, we are prepared to waive the processing fee for the current replacement. However, it's important to note that shipping costs will still be the responsibility of the customer. Please be advised that this offer is valid for a single instance only, and any future replacement requests, will be subject to standard processing fees as outlined in our warranty policy.
  

  Customer response

  02/07/2024

   
  Complaint: 21225561
  
  I am rejecting this response because:  Groove Life is falsely advertising their warranty.   They claim a 94 Year NO BS Warranty on their products.   The ring only lasted for 6 months of light use of 2-3 days per week and tore in one of the grooves while removing it.   That is not normal wear and tear, and it did not tear for "my safety".   Their warranty is all BS.  To add to the insult of refusing to replace the faulty product at their expense, they claim my warranty was "approved" I just need to pay a $5 processing free plus $4-$10 shipping.   That isn't honoring their warranty, that is Groove Life trying to get the customer to pay their costs to send me another one of their junk products.   As you can see from the other BBB complaints, I am not the first person that has experienced their refusal to honor their warranty.   They have no problem promoting their products by claiming they offer a warranty.   But then when it comes down to honoring the warranty and replacing their poorly made products they refuse.   Pathetic. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/10/2024

  As Groove rings are crafted from silicone to safeguard our customers' fingers, we stand behind our products with an exceptional warranty. In this instance, we're extending a gesture of goodwill by waiving the fee for the current replacement & we will cover the shipping as well. Please note, this offer applies to a single instance only, and any subsequent replacement requests will be subject to the standard processing fees outlined in our warranty policy. If the customer is interested, he will need to email us at ****************************************** & confirm his shipping address. Once we hear from him, we'll be more than happy to send a replacement ring. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My original metal ring was not something I could wear at work because of safety issues and I wanted a silicone ring which is safer with a lifetime warranty. I ordered a groove because they advertised a no b.s. warranty where you only paid the shipping costs which was advertised as $2.99 no matter what. I replaced my ring several times over the years as it tore about once a year just through normal usage. The last time I tried to replace my ring, they informed me that there was a $10 service fee for rings that were damaged and gave me a $35 credit for a ring that they now charge $44.95 for. Now if I want to replace my ring, it will cost me almost $20 using their complete B.S. warranty. I asked them about it and they sent me an e-mail which stated Hey *****,Thank you for following up!Growth and change go hand in hand. ?? As we are expanding into a whole new world of adventure gear, we are committed to providing great quality service and products. In order to do so, we are making some changes! We are always happy to replace your product as many times as needed (for 94 years). We cover standard shipping too! This sets us apart from all other warranties.Our silicone rings are designed for comfort and safety. While they are a high-quality product, they are made to break & keep you safe. ???????????????We had to make changes to accommodate the growth of our company & where we are headed. We hope you will take advantage of the code we sent you and stick around for the adventure that awaits! For more details, go HERE??Keep Groovin'Emma They admit they changed their warranty after purchase. This is nothing short of failing to honor their warranty and trying to take advantage of their customers.Unless they agree to go back to their previous warranty at least for customers who bought their product while it was advertised, Everyone should just avoid this company. No *******

  

  Business response

  11/01/2023

  History:
  The customer made his original purchase for a ********************** Ring on 1/19/20, on our website. At the time of purchase, his ring retailed for $39.95. Since that time, the customer has requested three replacements, one at no charge, the other two he paid a shipping fee of $2.99 each. These transactions were processed according to the Groove warranty as it was written at that time.
  
  On Jun 19, 2023 at 8:40 am, the customer submitted a ********************** Formstack Claim Submission and requested a ring replacement for his torn ring. A warranty code was emailed to the customer on the same day at 3:25 pm.  This code, valued at $35, covered the same ring (which now retails for $44.95), less a $10 processing fee/shipping charge.
  
  The customer responded via email, on June 20, ********* am, asking if we had changed our warranty. Our response to that email was included in his complaint.
  
  On Jun 20, 2023 at 11:51 am, the customer reached back out via email stating, That's an interesting answer. It sounds like you are changing the conditions of your warranty after the purchase was made which is a violation of federal law. Does this sound accurate to you?
  This email was closed without a response from Groove.
  
  Customer reaches out again on Jun 21, 2023 at 11:00 pm, stating, I'm going to assume by your silence you don't dispute my assumption. I purchased this ring because of the warranty. I don't think I care to do business with you in the future.
  The customer received an automated response since he contacted us after hours. This ticket was closed out with no response from Groove.
  
  Explanation:
  *While we will always offer a lifetime warranty on our products, Groove Life has recently revised the warranty terms as part of our ongoing efforts to ensure the long-term sustainability of our business.
  
  *We apologize that the last two emails sent to Groove were inadvertently closed with no response.
  
  *If the customer chose to replace his ring with the same design, he would have only been responsible for the $10 processing/shipping fee, not $20 as mentioned in his complaint.
  
  
  Resolution:
  As a one time courtesy, we are happy to offer a free ring replacement of a ring at the same value ($44.95), with the understanding that on all future replacements, we will honor and uphold the current policy as stated on our website. If the customer is interested, he will need to contact us with a current shipping address at ******************************************
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In November 2022, Groove Life ran a special on their website. They offered BOGO free on belts. I ordered 2. I checked the status a few days later and their website claimed the order had been shipped, but the carrier's website showed the order had not yet been received. I reached out and was given typical response. I checked in again a few more days later and they claim the order was lost and it would ship that day. I checked a few more days later, and they claimed the items were out of stock. They said the order would ship when the items were back in stock. I checked today to see of the items were in stock and they are. But, I have never reviewed the order or a refund. I reached out again and they said could reship or refund me. It is my belief they do not want to honor the special that they offered and gave me the run around for nearly 2 months because of it..

  

  Business response

  01/23/2023

  Hey there, 

  We apologize for your experience with us and the confusion regarding your order! I see your order from November 23rd during our **** sale and your first email to us on the 5th regarding your order status. At that time, we were running slower getting orders out, but we were sure your order would be on its way soon, and it was shipped out the next day. Unfortunately, we did have a batch of orders that were lost in transit and your order was included, so we set up to reship it. At that time, we also ran out of stock on the carbon fiber in the size you had ordered, so we sent a size larger at your approval. We were still very confident your order would get to you by Christmas as of Dec 14th. While your order was in the shipping process, we then ran out of the larger size of that belt. We cancelled that order asked if you had wanted a different style belt all together, but hadn't heard back on that. When you reached out on the 17th of this month, we did have the belt back in stock, so we reshipped your order with the original belt size you ordered. I see from your tracking that the order was delivered on the 22nd via ****** I also see where you did receive the **** deal as well as a 10% discount and free shipping due to the shipping and out of stock issues. 

   

  I hope that gives you more insight into what happened with your order. Again, we sincerely apologize for the confusion! If you have not yet seen your order, please let us know! We are always more than happy to help out! 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  So I placed an order with Groove life, and after awhile when my order didnt ship, I have copies of SEVERAL emails from them, saying it was held up at ***** and **** doesnt get to update their system because of the busy holidays. so Today, I got an email confirmation saying my order was about to ship. Groove Life tried to blame **** for the late delivery and lack of information. Unacceptable, Unprofessional. I will not buy from them again, and suggest you dont waste your time.

  

  Business response

  12/19/2022

  Hey there,
  I apologize for your frustration. I would like to give you a little breakdown of what happened with your order! Your order was placed originally on 11/25/2022 and we printed your shipping label on 11/16/2022. Unfortunately, due to the holiday rush of orders, it did take a bit to get it out of our facility. Once it left, the postal service received it, however, with such an influx of orders, some packages can miss scans on their way to their destination. Once it leaves our facility, we are at the mercy of the carrier and can only see as much shipping information as our customer sees and what we hear from the carrier themselves. We see most packages do make it to their destination, but some do not, which unfortunately is where your package fell. We issued a refund of $3.38 on  November 29th due to your frustration of your order and $6.75 on December 3rd since your order was late. From your confirmation you have received those refunded totaling $10.13.After reaching out again, we refunded you for your whole order. However, you paid using Sezzle, which breaks your order down into 4 different payments over the course of a few weeks. At the time of your full refund, ****** had only taken out one of your payments. The rest of that first payment was refunded giving a grand total of $17.73. Your full order was $70.92 but since only one payment of four was taken out, we had only collected $17.73, which you have confirmed has been placed back in your account as of  12/16/2022.If the full $70.92 was taken out of your account, you can shoot us an email with that statement and we can help you from there. At this time, we have refunded you in full of what you paid to us.

*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. ↩