Poor
Based on 135 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
As a leader in hydroponics equipment, we offer a range of items such as LED grow lights, grow tents, and HPS grow lights. Visit us online today at GrowAce.
GrowAce.com (growace.com) has 135 customer reviews on Folks Told, with an average rating of 2.8 out of 5.
135 approved reviews, newest moderated first
Bruce M.
I spoke with Sadie today about some 5 gallon cloth bags for my ebb and flow system. . . she was patient and answered all my questions..I use grow ace cause they have the best products and customer service..knowledgeable and quick..your products have simplified my operation..many thanks to the staff at Grow Ace..
Tony W.
Wish I had read here before I ordered. This company has been a real disappointment to deal with. I have to warn everyone to beware. If the product works ok, I think it would be fine. But, if you need help, they need to completely overhaul their ethos and how they deal with customers.
wayne S.
Kayla,was the grow ace associate that handled my purchase.she was very helpful and was able to answer all my questions perfectly.I have been doing business with growace for quiet awhile,and will continue going forward as well......thank you
darlene A.
They have terrible customer service. Managers only available via email and they take forever to respond. I purchased a complete system and slowly pieces broke. When trying to replace I had to jump through multiple hoops and wait foe the warehouse to review if my item is Eligible for warranty. It has been 4 weeks and still no replacement. Additional items have broken and unable to get a response. If I could leave negative stars I would. Steer clear of this company!!!
Jeremy T.
STAY AWAY. I WILL NEVER USE THIS COMPANY AGAIN. Paid for overnight shipping when they drop ship and not actually in possession of the item. Order a light on a Monday 1 day expedited shipping. Got my light Friday. They charged me $105 extra. Asked for refund and was told that I wouldn't get it until I got the light. Light showed up and was clearly an open box item not brand new. Complained and sent pictures before I even opened it and said I wanted a refund. I was told to open it. No surprise it wasn't packaged correctly. Styrofoam didn't stop light from moving around. Box of extra wires was just tossed in loose banging around on the inside. No surprise when I plugged it in l, it only lit up red. Went back on their live chat (which said they were online) provided additional pictures. No one bothered to respond. After an hour I gave up and disputed the charge with my card provider. AGAIN. BUYER BEWARE. STAY AWAY. I WILL NEVER USE THIS COMPANY AGAIN.
Reply from GrowAce.comFeb 8, 2024
Hi Jeremy, Thank you for bringing your feedback to our attention. We sincerely apologize for any inconvenience you may have experienced with the item you received. Please know that customer satisfaction is our top priority, and we are dedicated to assisting you further to resolve this issue. Upon further review, it appears that you have already been in communication with our support team, and we understand that there may have been frustration due to delays in our responses. We acknowledge this and strive to improve our communication for better service in the future. We wanted to follow up to inform you that our support team has sent you an email regarding the return process for the LED light. If you no longer wish to receive a replacement light, they can proceed with processing a return for a refund. In the email, they have attached a prepaid FedEx shipping label for your convenience. Please check your inbox and continue to communicate with us directly. Once we receive the light and the dispute is resolved, our team will promptly issue you a full refund. Again, we understand that this situation has caused inconvenience and frustration for you, and we want to assure you that we are committed to resolving it and maintaining a positive business relationship with you. Best regards,
Vince E.
What went wrong? 2 major issues, incomplete kit shipment and DOA inline fan. The flex ducting has not arrived 15 days after the main shipment. This kit is a 400W HID light and requires cooling to extend its' lifespan. That brings us to the next point, fan DOA. Customer support (chat) says they need pictures sent to tech support to diagnose the problem. Really? the fan doesn't turn and the motor hums, what is there to diagnose? It takes 2-3 business days for support to email back, then if they have additional requests requiring a response, it takes anothe 2-3 business days to respond. I have been working on the problem now for 7 days and feel no closer to resolution. Obviously, this type of support leads to elongated time to resolution. Oh, and there is no weekend suppport. Update 12/27/2023 No response from tech support request of 12/20/2023. My last interaction with support the tech asked for (and did not recieve) a 5 Star Trust Pilot review. Why? Because my question was not addressed, in fact, I don't think the question was even read. I was just given a link to an outdated video on the Air Cube system when my questino concerned HID lighting. Spend your money someplace else, the components are just "ok", the videos are from 7 or more years ago and are some what misleading. In my estimation, this is NOT a complete kit. I still have not recieved the ducting from my intitial order dated 11/25/23.
Steven C.
Bought a 1000 hps cool tube, with a bad bulb, I had to order another bulb on my own to figure out what was the problem. They do not stand behind their products and want you to jump through a bunch of hoops and send emails and pictures and very long video that requires too much space for a regular email and it takes 3 to 5 days for each back and forth response. And all this for them to not even replace the item. Bad company!!! Stay away!!! They have changed business names before.
Michael
Growace.com took my $1000, then sent me the wrong fixture. After arguing with me for 3 weeks about a refund and how it was the right light that they had sent, and that it was the one that I ordered, and how I needed to send more pictures, I finally proved them wrong, and they had to admit it. I had been emailing about a refund for weeks, then without my permission they ship me the fixture they were supposed to send back in November with no tracking information so I can't see it coming to be home to refuse it. I even have the email stating they would send tracking info. Now I have to go to credit card company and charge it back. Worst company in the industry. Never buy from them, go anywhere but Growace.com. It won't be cheaper if you value you time and a life with less hassle.
