Complaints

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased The Grind Basketball Machine in June of 2022 for $2,000. Upon receiving the machine we set it up according to the instructions and videos provided by Grind Basketball. The machine’s netting system kept trapping the basketball and would not allow the machine to return the ball as advertised. The machine only worked about 20-30% of the time and after twenty minute of frustration we gave up on using the machine. I immediately contacted Grind Basketball via their website and explained the issue. I received a response within a day explaining I needed to use the setup videos to ensure proper setup and adjustment. I responded letting them know that I had done that several times already and informed them that the netting shown all over their website in videos and pictures was extremely different in design than the netting shipped with my machine. The netting shown on their site and videos shows a netting system that has many point of adjustability to ensure the ball does not get stuck. The netting shipped with our machine has zero adjustability. Grind responded saying they were aware of the problem and sent me a video of a newly designed net that solves the issue and asked if I would like to have one sent. I replied yes. That was August 10. I received nothing. I reached out to Grind again stating I had not received a replacement net and our $2,000 is useless. They replied that they again would ship a net the next day. That was weeks ago and we still have no replacement net. They will no longer respond to emails and will not return phone calls. I feel that this is Bait and Switch. The product shown and advertised is not what was sent to us. The product we paid $2,000 for does not work at all and just sits in our garage while Grind will not respond to requests for a replacement netting or for a return even though they were contacted about the defect issue immediately. Please help us to resolve this issue.

  Business response

  09/26/2022

  This issue has been fixed. One of our engineers went to Ruben's home and was able to get his machine up and going.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Product was broken and does not work. Customer service said they were going to resolve it and never did. Now they refuse to answer calls, emails, and texts, waiting for the 30 day return policy to expire. They are impossible to contact and do not back their products. I spend $2000 and was not even able to use it 1 day

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Summary: GRIND promised to give me a refund after I reported that the item I ordered was defective. But the return boxes never arrived to me and GRIND has stopped answering my phone calls, voicemails, and emails. Details: * I ordered a GRIND basketball shooting machine on April 2nd, 2022 (order #***** * The machine didn't arrive until June 9th (despite GRIND running ads on their ********* saying "order now for May delivery" AFTER I had ordered) * I report on June 30th that the machine had broken. * After going weeks without an answer, I sent a message on July 24th requesting a return/refund. * The next day (Monday July 25th), Robert from GRIND calls me. He apologizes for the issues, says he’s never even seen the one issue before, offers me a full refund, and says - he will have return boxes sent out and they should arrive in 2-3 business days (so by Thursday) - once I receive the boxes, call him back so they can coordinate the ***** pickup (paid for by GRIND) * On August 1st, I called at 2:26 PM to try getting an update. Nobody answered, so I left a voicemail. * On August 3rd, I called twice (12:46 and 4:38 PM) to try getting an update. Nobody answered and I left another voicemail. * On August 4th at 2:24 PM, I called again and Robert answered. He said the reason I haven't gotten an update is because the guy who handles that box/shipping stuff has been out with COVID. Robert said the guy tested negative and is supposed to be back today, but he (Robert) hasn’t heard from him yet. Robert GUARANTEES that when he gets more info, he will call me. * On August 10th at 1:31 PM, I called to try getting an update. Nobody answered and I left another voicemail. * On August 15th at 3:50 PM, I sent my latest email requesting some sort of update. And I have not received a call or email back since. Side note - the *** site doesn't list video as a format for uploading supporting documents. But I have video evidence of the unanswered calls and machine problems.

  Business response

  08/19/2022

  Hi Mr. ******

   

  We sincerely apologize for the delay in this return process. When looking into this, your boxes were sent but were apparently lost in transit. We have sent out new boxes so that the refund can be completed. We apologies again for the delay and your refund will be processed as originally discussed.

  Customer response

  08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  

  The return boxes for the machine did arrive recently (August 20th or 21st). But the vendor (GRIND) told me to call once I receive the boxes so that they could set up the ***** pickup of the boxes.
  I called last Monday (August 22nd) to let them know I received the boxes, but nobody answered and I still haven't gotten a call or email back.

   

  
   

  
  

*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. ↩