ComplaintsforSimple Groom, LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a large adjustable Table for pet grooming from Simple Groom on 5/31/2024 (Order #**** $395.00). Other than the receipt attached, I have heard nothing from the company regarding my purchase. I have tried to contact them via their website email form, on Etsy, via their facebook page, and by phone twice leaving voice messages just to find out the status of my order. No response from any of these avenues. I will be contacting my credit card, which this was charged to on 5/31/24 for the full amount of $395.00 to see if there is anything I can do to get the funds returned to me. If they are no longer in business, they should remove their website and stop taking money from unsuspecting people.

  Business response

  08/14/2024

  This is a legitimate concern, the customer has been refunded. Please accept our apologies. 

  Please know, we always honor refund requests when the customer's items have not shipped and we do not charge a restocking fee. Our refund and change of order policies are clearly stated on our website. This complaint is the the only request we received for a refund from this customer. 

   

  Order Changes Policy

  All changes to an order placed with Simple Groom must be in writing by the purchaser.  Please e-mail us from our website utilizing the same e-mail address used to purchased the item.  Please include the purchase order number and a detailed description of your request to include all contact information.  Once the item has shipped the purchaser must follow our return policy. 

   

   

   

   

  Customer response

  08/15/2024

  
  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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have spoke with simple groom quite a bit the last was almost 2 months ago when they said they were going to issue me a refund and I am still waiting I don't know why it is so hard to mail me a check like they said they were going to I just want to be done with this company and never deal with them again I want my money back I have several emails stating they were going to refund it and still nothing I think they're just hoping I go away I want my money!

  Business response

  07/30/2024

  We are waiting for the customer to return the merchandise (table) so we can issue a refund.

  The customer had an issue with a custom table she had received. She refused to return the table because she was using it. We shipped her a replacement table (UPS ******************) at our expense along with a pre-paid return shipping label (to return the first table at our expense). However, she stated that she has a piracy problem and suggested the second table was stolen off her porch. UPS verified the second table was delivered so we have no further recourse with UPS. The initial table was sent two years ago. Again, If the customer returns the table we will provide a refund.

  Customer response

  07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They offered me the refund discipline going on a couple years now they turned my dog purple at our national you're lucky I'm not suing them! He offered to send a table that they said they sent I never received then offered the refund that was over a year ago still waiting for it! You can see in the response emails of them asking where they can send it never a mention of returning the table that turned my dog purple!! I just want my refund in be done with these people before I go publicly announcing what they've done to my dog they're lies at the lies I just want my money and to be done with them again you can see in the emails where they asked where they can send it so why you're on Earth not just send it and be done!?! They want the table they're welcome to come pick it up I have no way to bring it to be shipped nor do I have money to ship it to them. But again you can see me about the emails it was never a mention of returning the table they asked me where to send the refund and I provided it and I'm still waiting for it!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is making false accusations about an order I made. They claimed to ship out an item that was NEVER shipped out! I ordered three items and only received 2. The 3rd item being a table that likely weighs over 20 lbs. the items i received are accessories for the table that include an arm and clamp. I have screenshots and proof on my camera that the table I ordered was never delivered or sent! I want my $489.95 REFUNDED.

  Business response

  06/02/2023

  ****** ***** **** ****** ***** ********* ****** ********* ********* is hereinafter referred to as “the customer”.  
  
  The customer purchased three items from our website totaling $489.95. In lieu of following our refund policy, the customer performed a chargeback for all three items in the amount of $489.95.  Following the chargeback and before the bank had withdrawn the funds from our account, the customer demanded a refund then persuaded us to ship her items with the understanding she would withdraw the pending chargeback. The customer did not follow through by withdrawing the chargeback. This customer then boasted that she never intended to cancel the chargeback. As a clear victim of fraud and documentation of this account we disputed the chargeback.    
  
  A double refund chargeback is a known fraud where the cardholder initiates a chargeback then simultaneously pursues a refund with the merchant. In this case the customer succeeded in having us ship her two of the three items. We were able to pull one of the three items from shipping once we learned the true nature of the customer’s intentions and the funds were pulled from our account. Fortunately, the card holder’s bank sided with us and returned the funds ($489.95) to our account. Once the funds were returned to us, we were in a position to refund the customer for the item she did not receive. It should be noted, the customer refused to return the two items she had received.
  
  We believe the customer filed this complaint as part of an on-going extortion attempt to force us to send her a refund while knowing a chargeback was pending. The customer is pursuing fraud in this very BBB complaint by requesting a full refund when at the time this complaint was filed the chargeback was still pending and she had received items from us. With the intention to persuade us to send her money, the customer has repeatedly posted defamatory comments on our Facebook page, where we do business, and has solicited others to do the same. This occurred to the extent we had to lock down the page from comments leaving customers to believe we are going out of business.
  
  In response to the request, at no time could we provide a refund when a chargeback was pending. Therefore, the repeated request on behalf of the customer was fraudulent in nature and could not be fulfilled. The complaint intentionally omits the customer filed a chargeback for the full amount of the sale. The customer was not shorted one item, she received two items that we had not received payment for. When a chargeback is initiated, the funds are withdrawn from the merchant’s account. If the customer’s bank had not acknowledged this fraud and returned the fund to us, we would still be a victim of this person’s actions.
  
  Best Regards,
  
  ****** ********
  

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