Customer ReviewsforGrowAce.com

The replacement fabric pots are never stocked. I've been trying for months and have literally been ghosted - email, X, Instagram.They build a system with proprietary sized fabric pots, then never have them in stock. I now have a $600 hydroponic unit that is unusable.

Hello *****,Thank you for taking the time to share your experience with our Aircube System. We apologize for the frustration youve faced in trying to purchase replacement fabric pots. Due to high seasonal demand leading up to the prime growing season, weve experienced delays in restocking, but our team is actively working to improve availability.For faster assistance, please feel free to reach out to us via our live chat feature on our website. You can also contact us directly at ************** or send us an email at ******************** and well do everything we can to assist promptly. Customer satisfaction is extremely important to us, and we appreciate the opportunity to make this right. Let us know if theres anything else we can do to help!Best regards,GrowAce Support

Terrible company! Products purchased in a package are not compatible with one another. Their solution is to purchase an extension cord to make their products work together, yeah that sounds like a great idea to use extension cords around products filled with water to piece together their terrible design. **************** is terrible, we were missing a piece and when we contacted them to receive it we were met with "tasks" of taking numerous pictures to "prove" we weren't lying...about a $1 piece of plastic missing for a $700 system...yeah makes a lot of sense. Then, they send an email talking about how appreciative they are for the support of their "small family owned business who pride themselves on their customer service" ... It is all lies, they are truly incompetent humans with zero customer service skills or the knowhow to properly run a business. Funny how their website boasts so many 5 star reviews, but when you start looking at other sites they look like they are lucky if they have a 2 star rating.

I understand that you're unhappy with your experience with our company. I'm sorry to hear that the products you purchased were not compatible with each other. I also apologize that you were missing a piece.Our customer service team asks for visuals before issuing a replacement because it provides concrete evidence of the missing item. This can help to speed up the resolution process and protect your rights.If you have photos of the received item and the missing item, you have documentation that can be used to support your claim. This can be important if you need to file a dispute or take legal action.We know this is frustrating, but we appreciate your cooperation. We're happy to know that you have already received the replacement part under **** tracking number 9400111206215107017439.If you have any other questions or concerns, please don't hesitate to contact us.

I have been dealing with hydroponics for over 20 years and grow is by far as the worst customer service. They use outdated systems. I cant even emailed them the visuals that they ask for. *** spent three months trying to contact them to get my issue resolved. The first thing I purchased from them was broken upon arrival and then they made me pay for shipping back. This is got to be the worst company that Ive ever dealt with not to mention the unit that I bought has been designed poorly. Their design was supposed to be an upgrade from the original, which actually is not an upgrade. It was one of the worst things they couldve done. And then they have the audacity to tell me I dont know what Im talking about considering *** been doing this longer than the business has been in business.

Thank you so much for your feedback. I'm so sorry to hear that you're having trouble with your broken unit and the shipping costs. I understand your frustration, and I want to assure you that we're taking your concerns very seriously.Our email and chat support teams have been working with you on this issue, and I apologize for any inconvenience caused by the correspondence being cut off in the middle of a conversation. I know it's frustrating when you're trying to get help and the conversation keeps getting interrupted.I would like to suggest that you upload your videos or photos to ****** Drive and share the link with us. This is a common way for our customers to share large files with us, and it will help us to troubleshoot the issue more quickly.Once we have the files, we'll be able to take a closer look at the problem and find the best solution for you.In the meantime, please take a moment to review our warranty policy. This will help you to understand why the shipping costs for returning the item are being handled by the customer.I appreciate your patience and understanding, and We are committed to making sure that you have a positive experience with GrowAce.If you have any further questions or concerns, please don't hesitate to contact us.

I placed an order for a complete grow tent kit. During checkout, I also opted for their fastest delivery option (which increased my payment to them by approximately $200). I received about half of what I ordered within a few days...but the actual tent itself, along with the lights still have not arrived (almost 2 weeks now). When I wrote to them to express my disappointment and concern, it went unanswered. Now, every day I track the rest of my shipment and the expected delivery date keeps getting pushed back farther and farther. Shocking that I have yet to receive a response so I suppose that I have no other option than to dispute this charge on my credit card.

Hi *******,We are very sorry for the delay in shipping your order. We understand that this is frustrating and we are truly sorry for any inconvenience it has caused.We have experienced a higher than usual volume of orders recently, which has led to some delays in our shipping process. We are working hard to catch up and we expect to be back to our normal shipping times soon.As a gesture of our apology, we are offering you a store credit of $50. This credit can be used on any future purchase at our store. Kindly email our support team to redeem your store credit.We appreciate your patience and understanding. We hope to see you again soon.Sincerely,GrowAce Support Team

Ordered an LED light bar which took almost a week to ship. On the day that I was to receive my shipment, ******** called ***** (I verified with ***** twice) and canceled my shipment.ordered it to be returned to the shipper!!! Despite promises from **************** that it was still going to be delivered, the item was returned and yet they were refusing to refund my money. Had to use my credit card dispute resolution to dispute this payment. So.I paid for an LED but they refused to deliver it. Also kept me waiting at home to sign for their package for days. A bunch of Crooks. Run far away. Its now 17 days since I ordered and I have no LED and no refund.Order GA-******

Dear ****, We appreciate your honest feedback about shipment issue, and we apologize for the way things went. Please be informed that you were refunded on December 27th at 8:59 AM using a Mastercard ending in ****. If you'd like to speak to one of our customer service representatives regarding this, please give us a call at **************. Our office hours are Monday to Friday 8:30 AM to 3:00 PM PST.Sincerely, *****************

Horrible customer service As I ordered a light, which I was told was in stock, I received an email several days later saying they made a mistake and it wasn't in stock. On month later, after being told several weeks in a row that I'd have it that week, I was lied to and told order was on its way. 5 days later, order hasn't been shipped, just fed ex label created, tried to get company to swap with a similar price comparable product or refund my money, not helpful in the slightest and not willing to work with me. Buyer beware. I'll never do business here again, prices are highest around too from what I found after shopping a bit. Pricematch guarantee is a lie! Company should be shut down, don't do business with this company for your own good.

I'm sorry to hear about your disappointing experience; this is certainly not the level of service we expect for our customers. The Mars Hydro 300W SP **** LED Grow Light is one of our best sellers, and most of the time the manufacturer will send an email blast stating that they are out of stock and that all orders received will be placed on back order. When that happens, the only thing we can do is explain it to our customers, which we did with you on November 14th, and you responded that you are willing to wait. Right now, we can see that your light is already in transit with ***** tracking number ************. Price matching is always possible if you send us the link to the competitor's price page. Please give us a call at ************ if you need help with price matching.

Placed an order from this company on Friday, November 18, 2022. I paid a total of $22.95 for expedited 3 day shipping. It's now Monday night, November 21, ************************************************ shipped out. I sent an e-mail 2 days ago that was never answered. I called them earlier today and was told the 3 day shipping was ONLY after the 48 hour processing time. When I asked why this wasn't revealed, I was told, "sorry about that." I also left 2 messages through their web site asking to cancel the orderso that I could order it from a reputable site. Those messages were never answered. This was the first and LAST time I deal with this company. I just wish I had checked here first. I would have seen the many complaints and very low rating and not have made the mistake of making the first order. Do yourself a favor and DON'T deal with this business. Like myself, you will regret it! I couldn't give less than 1 star but it was actually and negative 10 stars (-10).

Hi *******, I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.Please allow us to explain what went wrong with your GA-****** order. First and foremost, I wanted to inform you that our office is closed on weekends and is only open from 8:30 a.m. to 5:00 p.m. PST. The Photobio Advanced Quantum PAR Meter was ordered online on November 18 at 5:01 p.m. PST. Because this order was placed after our office hours, it will be processed on the next business day, which was Monday.Our customer service team has already credited your account for the three-day expedited shipping fee. A refund confirmation email has already been sent to ************************* Regardless of the refund, we will still do our best to expedite your order and ship it within those three days. Please keep an eye on your email for the tracking information.While we'd love the opportunity to regain your trust, we understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.Sincerely, BikeBerry Support Team

All the terrible reviews below are true. Purchased a 100 watt light and hood, it was only running for a month and the light blub burned a hole in the light blub itself and the hood almost causing a fire. Sent multiple emails with pictures, called 4 times to be finally told that they would replace the product, but I have to pay to return it. The 1st time I called, they told me that I would get resolution that night. No resolution. Next day , they told me ***** hrs. 3rd day the rep had to escalate it cause no one even worked on it yet. She then advised that they would replace it. She then calls back 5 mins later to advise we would have to pay for the shipping. We asked to speak to a manager. they don't have managers on the phone, you have to email. she said the warranty is on the website that says this. "If for any reason, your product is defective, please contact us directly through our contact us page. All shipping costs are non-refundable. The buyer is responsible for the return shipping back to GrowAce.com unless notified otherwise by a representative" That means there is a way around having to pay for it . I asked for the CEO's name and they advised they are not allowed to disclose that information . I want this resolved. I am not paying shipping on something I paid $300 for and almost caused a fire. At this point, I just want my money back. I am emailing them and whoever else I can find email's address to get this resolved.

Hi *****,We appreciate your most recent feedback, all feedback is taken into consideration. We sincerely apologize for any issues this has caused and we've exhausted efforts to make sure we properly assess the situation.Part of the cause when a bulb connector from the hood and the bulb gets burnt is if the bulb is not screwed in all the way and possibly arched causing a flash and burn on the components.We have reconsidered not having the Yield Lab 1000W Cool Hood Reflector and Yield Lab 1000W MH bulb be returned, but please guarantee that you will dispose of it accordingly. If you could show us photos of its disposal, it's much appreciated. We appreciate your cooperation at this time.We can go ahead and process a replacement for the Yield Lab 1000W Cool Hood Reflector and Yield Lab 1000W MH bulb once you've confirmed its disposal. Please confirm with us so we can proceed with the needed replacements. Just a reminder on the replacements, please make sure that the power is not connected once you put the bulb on the reflector. Gently but firmly push the bulb into the socket and turn until you feel it lock into place and firmly secured all the way in to avoid this from happening again. Thank you.

Thank you for responding and reconsidering us having to ship it back. To confirm, you would like me to take photos of me throwing the light bulb and hood in the garbage for you to replace it? Where would you like me to send the pictures to? Please advise ASAP so we can take care of this. Thank you. ***********************.

No one answered my message from 6/13. Please advise

This place is terrible! No other words to describe how poor this business is! I placed an order online over 2 weeks ago! They still have not shipped the items yet! Deceptive marketing on their part.this place doesnt deserve to be in business. I called twice, both times the employees couldnt locate my order, but told me not to worry.I worry that you are sitting on my Money! Cant wait to share this info online and within fellow growers alike! Terrible!

Hello *****, we are sorry to hear about your most recent experience with us. Due to the high demand for DL items, there is a delay with fulfillment with the manufacturer. We sincerely apologize for the inconvenience. We have canceled and refunded the full amount of your order. The refund should be reflected in 2-3 banking days. Thank you.