Grovemade Avis 42

I've ordered some products from Grovemade from Germany at about $1000. After paying the duty fee (about $200) i've just received 1 of 2 Packages because one was lost by UPS. UPS told me only the Sender can start an investigation for the missing package. After i've contacting Grovemade over and over again, nothing happens. 4 Emails written - Zero Replies. Over a week later after my first email i see no other way to speak with a lawyer to get my money back, get a reply from grovemade or any other feedback.

The Products are awesome, but the customer support is so bad. And i was thinking about to buy even more from them. But with this customer service in mind, this would be no option for me anymore.

So bad how poor customer support can ruin a hole company image. Sorry guy, but that sucks.

I purchased a wool felt desk pad from Grovemade. It was pricey, but it's well constructed. Unfortunately, they are not clear on their website that this desk pad does not work with optical mice. I have an Apple Magic Mouse and very shortly after using it on the desk pad, the fibers of the wool seem to confuse the mouse and it stops working in any reliable way.

After I realized this was a problem, I went back on the site. In small, italic print on the product page, hidden in the technical specifications, they say "Works with optical mice—for optimal performance, however, consider our wood and leather mousepad." I did not see this message when I went to purchase the desk pad. It's not obvious and it's misleading, because the pad absolutely does not work with optical mice.

I was annoyed, but figured I should have read all the fine print. I went to process a return, but they have a ridiculously short return window of 15 days. Unfortunately I was out of town when it arrived and by the time I got home and realized the pad didn't work, the 15 days had already expired.

I tried to contact their customer service through their website, to see if they would be flexible and understanding in their return policy, but their support form literally does not work. When you go to submit your message, the submit button does nothing. They provide no other means to contact the company: no phone number, no email address, no chat interface.

So now I am stuck with an $80 piece of wool that's useless to me. It's really unfortunate because if they were more up front with customers about the limitations of their products and had adequate customer service, Grovemade would be a manufacturer of quality goods and I'd be giving them a positive review. But instead, I feel like they're intentionally misleading customers and purposely making it difficult to get support when their products fall short.