grindhouse.eu

Hi Baron, thanks for your feedback here on trustpilot as well. As we already told you by email, we will explain here why we have not accepted the payment for your order, so that other customers can retrace our decision. In the past we have lost a lot of money to chargebacks due to fake orders which were placed with stolen credit card information. Your order contained several inconsistencies that were also found on fake orders, and so we decided to request further information about your payment. Btw, our bank recommended us to ask for this kind of verification to protect us from fraud orders in case the payment is not made with official "3D secure" 2-step verification. Also, your card has automatically been charged after the order process - this is nothing we have influence on. We offered you multiple ways to verify your payment or change the payment option to proceed with your order. Since you have decided to cancel your order, we have immediately refunded the money to the card you placed the order with. Again, we apologize for the inconveniences and hope you have a good day! Kind regards, Grindhouse Team

Hi Jay, thanks for your feedback about your order. We're sorry you find yourself in this dissapointing situation. Since you're from the UK (which is not part of the EU anymore) you only pay net prices (no VAT included) on our website. Instead you will have to pay UK VAT upon arrival of the package. We clearly inform about the procedure in our FAQ on the website. Of course you also could have just refused the delivery, if you don't agree on the taxes YOUR COUNTRY charges. Also if the skates do not fit, you can return them for exchange or refund. You find all information about the return procedure on our website as well. Maybe it's a more decent way to contact us directly before leaving this negative review here or at least inform yourself about the import restrictions of your country. We're always happy to help you with any questions or problem. Just send us an email to contact@grindhouse.eu. Thanks & have a good day! Kind regards, Grindhouse Team

Hello Joost, you have placed your order on March 31st and your order has been shipped on April 1st - that's one day later! As you have chosen pre-payment by bank transfer we had to wait for you money to arrive on our bank account. Otherwise the order would have been shipped the same day! On our website we clearly inform about possible delays in postal service delivery times (because of the pandemic situation and easter public holidays) and advise to choose UPS for punctual delivery. You have not chosen UPS anyways... All your emails have been replied from our side within 2 business days. Usually we respond within 24 hours, but the current demand forces us all to help in the warehouse to ship all orders asap. That's why it's difficult to answer the phone currently. We apologize for that. Sad to hear you don't have understanding for that. To reduce your dissapointment we offered a discount on the order (even though we have not done anything wrong here). So it's even more sad to read that negative review here. Anyway, we hope in the end you like the skates and we wish all the best in these difficult times. Stay safe and healthy. Your Grindhouse Team

Hi Daniel, thanks for your feedback here on trustpilot as well. As explained by email several times already, unfortunately it's just not possible to return a skate because of a defective buckle system after using them for more than 6 months. We have always replaced the defective buckles, so there was no "defective product" anymore. All decisions were made in communication with the manufacturer/distributor and so it was out of our control. The final offer even was to replace the buckles another time and issue a refund for 50% of the price of the skates. Until now we have not received any feedback from you about this. We hope to be able to figure this out and have a happy customer again. Please feel free to contact us at any time. Thanks!