Grasscity.com
Complaint 302401 Details

Horrible customer service!!!!! They actually antagonize customers after messing up their orders. Not bad enough that my friend's Christmas present arrived broken in half (stout acrylic pipe... broken completely in half, base that was supposed to be included missing, entire piece DUSTY, and ZERO damage to the box it was shipped in), but then they refuse all responsibility. It arrived 6 weeks late to begin with, but I figured I could just add it in as a late present for my best friend (already had bought them something else, since this was held up in mail limbo for two months). Then it was broken and dirty, and missing very important parts as well. The first person offered a full refund, which was okay, but the offer was immediately rescinded by the next. He wanted to deduct $25 out of a $65 dollar order for shipping expenses if I took a refund, or I could get it replaced for free. I took the replacement rather than loose the $25, plus I figured that would end up costing THEM more anyway, so hell with it. Then they told me they wouldn't ship it for a week, and I would have to get up with THEM if I wanted to get the tracking information, and they had ZERO idea how long it would take to get here. I told them I hated their company, and thanks for nothing.... only to get a letter back chastising me for using such a STRONG word as "hate". I lost it, and sent back an email with some much harsher words than hate in it, but also detailing exactly why I was upset, and telling them in a very polite way how to avoid mistakes like that in the future. The whole letter was ignored, and I was barred from their customer service because I used a total of two swear words. So I used a whole lot more, and got the name of a supervisor who is on vacation for the next two weeks. These are completely incompetent children running a website business that they can in NO WAY keep up with. They refuse ALL responsibility for their own mistakes, and only want your money. BEWARE!!!!!!!!!!!