I’ve never been so frustrated and quite…
I’ve never been so frustrated and quite frankly angry at a company as I’ve been with Groomie Club.
As I have done SMP treatment I needed to switch from my regular razor, after some research I decided to give Groomie Club and their BaldiePro a chance. I made my order in the beginning of August. After 4 days my order was still not shipped. I reach out to their customer service and after 10 (!) emails back and forth and 3 days speaking with ”Siena AI Assistant” telling me that ”my case has been ecsalated to our management team” I finally get to speak to a human.
7 days after I placed my order they go on telling me my order will be shipped and promise to ship my order with an express service.
I finally get a confirmation that my order has been shipped. To my disappointment they hadn’t, as promised, shipped my order with DHL express. Instead they have shipped my order with DHL Ecommerse, that service has a shipping time of 7-14 days to Sweden.
I reach out yet again, demanding an explanation and compensation for the bad handling of this matter - but I get nothing but an ”I’m sorry and understand your frustration”.
I see that my parcel arrived in Sweden on the 19th of August. After a few days my parcel hadn’t moved so I contacted Swedish postal services. Apparently my parcel is now stuck in customs for a ”manual check up” since Groomie Club didn’t fill out a proper customs declaration.
A few days later I get a bill from the swedish postal service for 370 swedish kronor(about 37 dollars) for tax and duties.
When I ordered it said ”duties and tax included” which it also states on my order confirmation.
It’s now 3 days in since I escalated this matter to Groomie Club, I now demand a full refund.
I still only get answers from the AI Assistant telling me ”my case has been escalated to my management team”.
Listen, I understand things can go wrong and I as a customer accept that not every order I make from different companies are going to go 100% smoothly. What matters to me is how the company choose to solve the issue.
To me what speak volumes about a company is not how they handle things when things go smoothly but rather how things are handled when an issue arise.
Groomie Club has time and time again failed on their promises to turn my bad experience into a good one. Their choice to initially answer emails with an AI assistant instead of real people is a disaster.
AI assistants can work in like chat type of setting, but not for emails.
What I can’t say anything about is how their products perform since I haven’t received and by now do not wish to receive my BaldiePro, I just want my refund and wish that I never have to deal with this incompetent, dishonest and disaster of company again.
So my fellow head shaving brothers and sisters - STAY AWAY!!!!
