Groovebook

Review: This company claims they are a "subscription" based company and will charge monthly whether I choose to get the product for the month or not, however, when both, me and my mother signed up there was no indication that this was the case. I have contacted the company and they were completely unhelpful. In addition, they recently began to charge sales tax, which is fine, however, they did not communicate with their customers at all to let them know that the monthly fee would be going up, they should have at that point given customers the option to cancel their subscriptions rather than just sneakily charging more each month without my consent and without notifying me.Desired Settlement: I would like to be refunded for each month I did not receive a groovebook, in full, including the tax for both, myself and my mother.

Review: The company provides a recurring subscription for photobooks. Their advertised price is $2.99 per month. In August 2015 I received two charges from Groovebook on my credit card in the amount of $3.17. ($6.34 total instead of $2.99). I emailed their billing support service (as their phone message instructs) and was told my payment was declined in June so I was charged $3.24 in August. My bank statement shows a June charge of $2.99 so my payment was obviously not declined as they stated. And two charges of $3.17 does not equal $3.24 in any case.Desired Settlement: I would like $3.35 to be refunded (the amount I was charged over $2.99)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 5/** I uploaded 100 pictures onto the Groovebook application on my iPhone. I checked back a few days later and it stated that my Groovebook shipped on 5/** and that the delivery time is 10-14 days. On 6/* (13 days after it shipped) I emailed Grooveback asking when I should expect my book. I received a response verifying my ship to address and stated I should receive it on 6/* and if I did not receive it to let them know. On the [redacted] no book so I emailed them again to which they responded "Sorry, we will get out another book to you and you will receive in 3-4 weeks". I responded asking where does this ship from that it takes 3-4 weeks and if they had tracking information. They responded that it ships bulk US mail without any tracking number. I am not sure where in the US these are shipping from but the mail does not take 3 weeks to arrive. The biggest concern for me is that someone somewhere is now in possession of 100 of my pictures from a family vacation and that does not make me safe. Groovebook had nothing to say about this or any level of customer service that would make a worried customer better about the situation. I am very concerned that pictures of myself and my child are out there somewhere and Groovebook could care less and has no way of tracking these books. They did tell me they would reprint the book and reship but I doubt I will receive that book either. Here we are 6/**, 23 business days since my original book shipped and still nothing.Desired Settlement: I would like to understand where these book ship from, where my original order is and when I will receive my replacement book.

Review: Groove Book is a scam. Their website says $2.99 per month & they charge you $3.20.

They have no physical phone number to reach them. They charged my account after I cancelled subscription. Never received any book or service from them everDesired Settlement: I want a a refund of $3.20

Business

Response:

[redacted] did not have her settings correct in the app therefore her book was not sent to print. Our technical team recovered her upload and her book shipped 1/**. She was charged 12/** for the price of $2.99 plus sales tax which totaled $3.20. The cost is for her book that was recovered and shipped.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The first copy was suppose to be free with a promo code. Anyways, they charge me in 12/** and ship the book out on 1/** that is over a month later after charging my card, what kind of service is this ???Their website [redacted] states it is a $2.99 charge which includes shipping & handling, then why charge me $3.20 ????They are a scam company trying to cheat people of their money. I want my account refunded, as I have never received any kind of service or book.Thank you.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I was billed for something I did not order. The money was taken out of my account. There was also an error on their end that resulted in me not getting the services I ordered but will be charged again. You can clearly see this in my order history. I emailed them more than once and they will not reply. I cannot take my credit card information out of their system. Yet they will not reply.Desired Settlement: I want my money back on what I was charged. I also want my account deleted and my credit card taken out of their system.

Business

Response:

Customers account was closed on 11/** per her request. She was offered to make another book for the month she missed but declined.

Review: When I signed up for Groovebook service they were running a promotion where the first book was to be FREE... but I was charged. I made several attempts to contact them to correct the error but they never responded and never refunded the money.

After these several attempts and noticing that the quality of the product was increasingly becoming worse and worse... I finally cancelled the service.

I noticed that the monthly charges were still being taken out of my bank account. When I contacted the company to ask for a refund of the months they have been charging me without permission... all I received was an email stating that my account was cancelled.

I've written back to them several times saying "thank you for confirming the cancellation... but where is my refund for the months you've continued to bill me without permission? and where is my refund for the free book promotion I never received?" and they have completely ignored me... each time the only response I get is that my account is cancelled.

I have even gone back through my bank statements and found that there are some months where they billed me several times!?Desired Settlement: I would like an apology and am due a refund in the amount of 29.90

Business

Response:

All charges were from books ordered and sent. None were from subscription fees, each charge is attached to a book. A total of 11 were ordered, they are 2.99 each. We cancelled her account on 6/** when she emailed and asked to cancel. Her last book was ordered 5/** and shipped 6/*.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer He

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me and the matter has NOT been resolved.

The response from the business is FALSE... Those books were not ordered... They charge a 2.99 per month recurring fee for a book which I had cancelled months before they stopped charging me. in addition, they charged me for several additional books which I DID NOT ORDER. They are liars and the response is unsatisfactory.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had three charges of 5.98 on my bank statement. I emailed them to find out why and they said because I had two books processed but that was only 5.98 2.99 per book. I told them I had three charges of 5.98 even sent pictures of my statement and they only credited me 5.98. They still owe me for the other 5.98 that was taken out. I've emailed them numerous times with no response. They owe me 5.98Desired Settlement: I want the 5.98 put back in my account

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed my first order on 9/**/2014. The company said that the order was shipped on 9/**/2014. On 10/* I still had not received my first book so I contacted them via email. They emailed me back right away stating that the order was shipped on 9/** & went into how they have thousands of orders to ship & asked that I please be patient with them. I waited & after still not receiving the book as of 10/** (well over a month after placing the order) I emailed them again requesting a full refund seeing that I had not received my promised product. Today is 10/** & I still have not gotten a response...nothing at all! They have now billed me for TWO books that I have yet to receive. I would NOT recommend this app to anyone! This is really sad too because I was so excited about the product. I shared the news with several friends after discovering it, but now I'm sorry I ever ran across the app....a complete ripoff.Desired Settlement: I either want a refund for both charges since I have not received the promised product or both to be delived ASAP. I would like to speak to someone at Groovebook & get this resolved.

Review: Being charged for products not receiving. My account is confused in their system with another person's account. Their emails to me confirm that they are using the incorrect email to identify me. They are charging me each month and I am not able to upload photos and cannot "see" my account on my phone as the account is "locked" somehow. I cannot call anyone despite my request to actually speak with someone. Repeated emails to the company for the last couple months have not resulted in any success to fix the issues. I've asked to cancel my subscription and am still getting charged. I cannot get out of this mess and am getting charged without getting any products. I need help!Desired Settlement: A three month refund and immediate cancellation of contract.

Review: It's a simple problem. This is an app based product and the app was not working during the last 2 weeks of the months and I was unable to download the book. I made a simple request to not charge me for the month or to give me 1 free book. One person responded with a copied and paste answer and said the matter was closed. I have since sent 10!!!! Emails to this person and she has joy responded even once, AND I was charged for the month. Poor business and unacceptable!Desired Settlement: Either last months fee refunded or a free book, especially since I make at least 2 or 3 each month.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

They gave me 1 free book, which was all I asked for from the very beginning.

Review: I have attempted to communicate with Groovebook directly for the past two months about the following issues, but have gotten nowhere. Therefore, I now feel compelled to report this matter.

I will start by saying that initially, I was really excited about the company's service because it seemed like a great value for the product offered. However, once I opened a Groovebook account I almost immediately realized it was a going to be a disaster. The company claimed the first photobook was free so I uploaded my free book plus an additional book a few days later for the regular $2.99 monthly charge. Weeks passed and I did not receive the books. I contacted the company and they said they must have got lost in the mail and would request they be reprinted. I finally received the first book a couple of weeks later. By this time, the company had already debited my account for the second month's charge so I uploaded a third book. About a week later I contacted the company on May [redacted] requesting my account be closed and I not be charged further, but I also requested some assurance that I would still receive the two books I had paid for but not received. However, as I had worried, I simply received an automated e-mail the next day telling me my account had been canceled, but with no further mention of the undelivered books. Then, the very next day my account was debited again for another $2.99 after I had received the cancellation confirmation.

I have contacted Groovebook numerous times, but still have not received a resolution to these problems. So far, I have received three books with one being a duplicate copy of the first one. I have yet to receive my correct final book or a refund for the erroneous debit made to my checking account in May. One of the most frustrating problems with this company is that the only way to contact them is through e-mail and I receive a response from a different person every time and sometimes no response at all. I realize $2.99 is a small charge, but it is still a matter of being charged for something I did not receive and if the company is collecting this fee from everyone and not following through on sending the product and continuing to charge past cancellation, etc., that is simply unethical.

I appreciate your assistance with this matter and look forward to a resolution.Desired Settlement: I would like to receive the photobook I paid for but have never received as well be reimbursed for the $2.99 charge that was made after I requested my account be cancelled. Or, alternatively, if they are not able to send me the correct book I would be satisfied simply receiving a refund for two months ($5.98) and being done with this matter.

Business

Response:

[redacted], You ordered 3 books and were charged for 3 books. No promo code was entered when you signed up which is why you paid for your first book. In addition, 2 books were reported as lost by you, so 2 free reprints were mailed. We sent a total of 5 books to you. 2 of your March book, 2 of your April book and 1 final May book. You cancelled 5/** and we processed your May book fee on 5/**, since it shipped 5/** and we don't bill until your book ships. At this time, we don't have anything else to send you or refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The first book said it was free. Because I have since cancelled my account (to AVOID being charged further) I am unable to login or view any of my past order history. However, the app said something to the effect of "Get started uploading your first book for FREE now" when I first signed up. I do not recall whether or not I was given a promo code to enter since this was in March and I am still trying to get it resolved. If it truly was not free, wouldn't they have just debited my account for $5.98 the first month since I uploaded two books in March? But that was not the case, after the first month, my account started being debited every month in advance for the next book. I also have not received the final book, which I uploaded around the beginning of May. It is now July [redacted] so why would it have not arrived yet if it had been shipped?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

Other than a response (to a direct e-mail I had previously sent to the company) wherein they continue to refuse to resolve this matter, at this time, I have not been contacted by Groovebook regarding complaint ID [redacted].

Sincerely,

Review: I signed up with Groovebook photo app. Within an hour emailed to stop my order and cancel my subscription as an unexpected expense came up. I received an email saying that it would be processed. About a week later I noticed they charged my account for the two books that I had ordered causing two overdraft fees on my account. I was honest with them at the time of my cancellation request that it was a financial issue. They were aware I did not have the money and charged anyway. So I email customer service to see about getting reimbursed. I received a reply asking for proof that they charged my account. I replied with a copy of my bank statement. I emailed the next day to follow up as I had not got a reply and it was a few hours after that that they responded by saying that they confirmed I played an order and was charged for that order. I obviously already knew this. So I replied back once again asking what needed to be done to get reimbursed and to make sure my subscription was cancelled. At this point I realized I was getting nowhere with the email response team so I went to social media. Groovebook's [redacted] page is covered in complaints of the same nature. I private messaged them and explained my situation hoping for better results. The person I was speaking with was quicker to respond but once again asked for a copy of my bank statement. I provided it once again and explained how the charges read. I didn't receive a reply back right away but was emailed that I would be reimbursed for one book. I replied to that email that I still was hoping to be credited for the other book and the fees, to which they replied my account was being transferred to a supervisor which would be in contact with me soon. That never happened. Back to [redacted], I get a message today telling me that they would NOT be reimbursing me for the fees. I checked my bank and the charges for the books have been replaced however like I was told, not the fees. I messaged the customer service rep. on [redacted] back asking why they would not be reimbursing me for the fees and have not yet heard back. These messages all took place over 4 days.Desired Settlement: I would like to be reimbursed for the $60.00 in fees that my bank charged me due to Groovebook not cancelling my order as requested in adequate time.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Groovebook has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I purchased a gift subscription in July 2015. I began three days ago trying to contact this company regarding the fraudulent email they sent to me. The gift subscription was sent to my email with a list of codes and instructions. I printed the email and passed it to the gift recipient. These codes did not work at all. As this company has no company phone contact only email support, I have been sending emails that they state they will respond to in 24-48 hrs. I'm still waiting for a response that is not automatically generated.Desired Settlement: I just want the service I paid for!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I canceled my subscription with Groovebook nearly a year ago. Yet for the past 4 months they continually charge my credit card for a monthly subscription. I emailed them several times and each time they state I have no active accounts but they keep charging me. No attempt by them has been made to stop the charges or refund me. My past 3 emails have gone without a response. I read on [redacted] play store many other people are being charged without active accounts as well.Desired Settlement: I want my money back. And my card erased from their files.

Consumer

Response:

At this time, I have not been contacted by Groovebook regarding complaint ID [redacted].Sincerely,[redacted]

Review: I purchased a Groovebook subscription as a gift for my brother for Christmas. I paid a one-time charge of $35 for a 1 year subscription (total of 12 Groovebooks).

Groovebook has repeatedly charged my credit card monthly for $3.17 every month. After many emails to Groovebook and attempts to resolve this, they continue to charge my card. Also, my brother is not getting his Groovebooks and is being sent emails saying his gift card number is not valid.

I have been on quite a few websites that have horrible reviews of Groovebook and everyone seems to have the same issue - billing nightmares! I only wished these reviews existed before I had purchased. Not good for a very new company.

This company is a scam and has the worst customer service I have ever seen.Desired Settlement: I would like a refund for both the $35 initial charge and $19.02 ($3.17 per month x 6 months I've been charged) for a total of $54.02. In addition, I would like a formal apology and their word they are going to fix their billing issues. After the issue is resolved and refund issued, I would like no further contact with this company.

Review: According to GrooveBook's website, you will receive your product within 10-12 days - this is right on their home page. I uploaded my photos and ordered my book on November [redacted]. My credit card was charged on December [redacted]. At this time, 23 days later, I still have not received my product.

I have contacted GrooveBook multiple times, and each time they keep extending the amount of time I should expect for delivery. They indicate that my book was shipped on November [redacted] (already 11 days after I placed the order) and that it is shipped bulk mail. Initially they claimed that bulk mail takes 10-12 business days, now they have upped that number to 14 business days.

They do not have a phone number you can contact them at, only emails. I have emailed multiple times, and several time requested that someone call me. They tell me that they do not do that - only email customer service.

I have cancelled my subscription, but have requested a refund, which they also will not do. This is not a large amount of money, but a quick [redacted] search showed that this is a pattern for them and that there are others with the same disservice, being charged without receiving product.Desired Settlement: I request a phone call from management at GrooveBook and a full refund of what I have paid. An apology would be desired as well.

Consumer

Response:

At this time, I have not been contacted by Groovebook regarding complaint ID [redacted]. I have requested a refund from them MULTIPLE times - but they do not respond. Now that I have filed with the Revdex.com - they will no longer answer any emails.Still need a refund of $2.99VERY unprofessional and poorly run business. Many complaints about them can be found with a [redacted] Search.Sincerely,[redacted]

I ordered a Groovebook 2 months or so ago and I never received it. I cancelled my subscription with them weeks ago and I just received my credit card statement with a charge on it from them. They do not list a phone number where you can actually speak to someone. This morning after receiving the bill, I again went on their website and told them to cancel my subscription. My daughter had given me a voucher from them to get a Groovebook for free. I had to put in my credit card information to use it. It stated that after I received the free book (which as I stated above, I never did) they would continue to send me a book every month and it would be charged on my credit card. When I never received the book, I cancelled it. I wasn't happy that I never got it but took the attitude of oh well, at least it didn't cost me anything. Now I am having to deal with getting the charge removed from my bill and hoping that don't keep charging it to my credit card. I am not happy!

Review: I have contacted groovebook via email and have gotten limited resolve of my complaint. At some point, the company has duplicated my account and has been double billing me since January of 2014. I had signed up to receive their monthly service and have submitted photos every month on ONE account. I have never received photo books from the second/false account. I had requested they credit me back for the second/false account and they reported that they are only able to credit back for three months, despite their false billing for 17 months.Desired Settlement: I wish to have groovebook credit my account back for the second/phony account for all months billed in error. I only wish to have ONE account with groovebook under the email address: [redacted].

Consumer

Response:

At this time, I have been contacted directly by Groovebook regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Groovebook has agreed to credit my account for 3 months of overbilling. I was overbilled for 17 months.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted] %3

Review: I signed up for the app (in end of August) and it took 3 days to download my pictures over Wi-Fi. Then it finally said my pictures were sent to me. I NEVER received them. Its now 12/*/14. I emailed regarding this and asked for the subscription to be canceled. They kept charging me and still never sent me any pictures. Tried to call the company and you can not speak with a person. I finally got a response in email after 46 hours of waiting. They state it takes up to 48 hours to be contacted. They refuse to refund me, will only try to send me pictures again. They wont even send the pictures certified to make sure they come this time. The people in customer service are very rude and condescending.Desired Settlement: Refund

Business

Response:

[redacted] was offered a reprint of her book and 1 refund of $2.99. Her reprint shipped 12/* to the address she provided and the refund was processed on 12/*.

Review: I have been waiting on groovebook to mail my purchased product for over a month. I have contacted groovebook twice via email because a telephone number is not available for the company. I was emailed back both times, given new arrival dates. Neither time did my product arrive, and I also received an email to send my next set of photos for my second groovebook. I have been waiting patience, but to be told lie after lie the integrity of this company is horrible.Desired Settlement: All I really want is my order and for the company to stop lying about arrival dates. The company needs to have a contact number for consumers. It seems to me their is someone sitting behind a computer giving texted book answers to complaints that can only come via email. I feel like the consumers aren't being heard, and if so not being taken seriously. That's no way to start a business and keep customers. I watch shark tank all the time and thought your idea was great. Being a new mom I thought this was a perfect clutter free way to record my son's growth and memories. Please respond with a truthful answer... [redacted]

Business

Response:

Hi [redacted],

We understand your frustration and apologize your order has not arrived in a timely manner. As you know, we only charge $2.99 since we use USPS bulk mail. USPS can lose mail, which is why after a month we will send a free reprint out. Your free reprint is being printed. If you review your Order History in the app you will be able to see when the new book ships to your address on file. If you need any more help, please email [redacted]