Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long time customer of **********************. I placed an order last week and it did not arrive in Groves usual packaging. The items inside were smashed and three items were completely missing. I ordered two spray bottles of one product and received ONE completely empty bottle. When I contacted the company, they said they never replace missing items, they give account credits. But the credit they offered was significantly less than the cost of the missing items. Im totally unsatisfied with this and want an acceptable solution.

  

  Business Response

  Date: 05/29/2025

  *****,
  We're truly sorry to hear your package arrived damaged, and that items were missing. We understand how frustrating it is when an order doesn't arrive as expected, especially after being a long-time customer.
  We want to clarify the credit provided for your missing items. We credited your account for the two Carpet & Upholstery Stain Removers ($6.49 each) and the Gel Hand Soap Refill - Lemon Verbena ($9.99), totaling $22.97. An additional $1.38 was added to cover any applicable tax, bringing the total credit to $24.35. We've also added an extra $5 credit to your account to help cover any shipping costs on a future order. This credit is available for you to use on your next purchase.
  
  Our commitment to sustainability guides our practice of providing account credits for affected items. This approach allows you to easily replace items or choose new products in your next Grove order, helping us consolidate shipments, reduce packaging waste, and minimize our carbon footprint.
  
  We appreciate your understanding and are committed to making things right. Please let us know if you have any further questions by reaching out to Community Happiness at **********************************************************.
  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/5/25 I initiated a return to Grove Collaborative. 5/6/25 received a return label and told refund would begin processing as soon as ***** scanned label The package was sent on 5/7/25 and delivered to the return address on the provided label 5/8/25. There was no follow up to inform me they have my return, my refund is in process, etc. There is no phone number provided to reach out and the only support from follow-up emails taking another day was they would forward my complaint to another department. The new Grove Collaborative website is a mess and not fully functional even after emptying cache, clearing cookies, etc. I was not even able to cancel my membership with this company; however, customer support did confirm they have done this on my behalf. I will be checking though I have now removed all available payment options. I cannot rely on a company with zero human customer support.

  

  Business Response

  Date: 05/22/2025

  *******,
  Thank you for reaching out and sharing your recent experience with us. I'm truly sorry for the frustration and inconvenience you encountered with your return process, the communication, and the issues you faced on our website. I want to assure you that we absolutely have a human customer support team dedicated to helping you.
  We've identified that the difficulties you experienced with the return and website functionality, were caused by a bug related to our recent website updates. The good news is that this bug has now been fixed, and we're continually working to improve our online experience for everyone.
  Regarding your return, we can confirm that your package was delivered on May 8, 2025. A manual refund for your return was fully processed on May 14, 2025. You should see this reflected in your account shortly, depending on your bank's processing times. We've also confirmed that your membership and flexible monthly shipments have been canceled as you requested.
  If there's anything else we can help with please feel free to reach out to Community Happiness at **********************************************************.
  Best,
  The Grove Collaborative Team

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Albion

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered diapers, cotton swabs and a toy from GROVE COLLECTIVE. The toy never came. I unsubscribed bc they were super sketchy to deal with. I was billed for items not received. Now, I see my credit card statement they billed me AGAIN. I go online the subscriptions are INACTIVE. I'm not even on a subscription for another item. They are not responding and my card is charged without authorization. I am reading they are a scam and want to report them.

  

  Business Response

  Date: 05/19/2025

  ****,
  Thank you for bringing this to our attention. We understand your frustration and want to assure you that we have taken immediate action.

  Our records indicate that on your initial order, you were not charged for the toy as it was out of stock and not included. For your subsequent order, a full refund was processed on May 15, 2025. We have also confirmed that your subscriptions are now inactive and there are no active memberships associated with your account.

  We sincerely apologize for any inconvenience or concern this may have caused. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************.

  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, 2025, I discovered an unauthorized charge of $32.16 on my credit card from a company called Grove Collaborative I have never heard of them or made any purchases from them. I immediately contacted the company by email to request a refund. After digging through my records, I found two other unexplained charges from Grove Collaborative$21.44 in 2023 and again in 2024. I hadnt noticed those until now. At no point was I informed about these charges, nor did I authorize them.What I find disturbing is that this is happening to so many people. Im seeing they have an account setup for me with two purchases for some VIP account but I never authorized this company to have my information or my credit card information!!!

  

  Business Response

  Date: 05/12/2025

  ******,
  Thank you for bringing these charges to our attention. We understand your concern and frustration regarding the VIP membership fees.
  While we understand you were unaware of these charges until recently, our records indicate that email reminders stating the membership renewal date and providing an option to cancel were sent to the email address on your account three days and one day prior to each renewal.
  We can confirm that a refund for the $32.16 VIP Membership renewal charged on May 2, 2025, was processed on May 7, 2025. Additionally, a $60 credit has been applied to your Grove account to address the prior years of the VIP membership. According to our Terms of Use, refunds for the VIP Membership fee must be requested within 30 days of the renewal date and the charges in 2023 and 2024 fall outside of this 30-day window.
  We sincerely apologize for any inconvenience or concern this may have caused. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************.
  Sincerely,
  The Grove Collaborative Team
  

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a subscription to Grove Collaborative for a couple of years. This allows discounted purchases. On March 25, Grove automatically renewed my subscription for $29.99. Since then, all history on my account is gone. The website doesnt function properly so I cannot make an order. I have tried reinstalling the app. It seems as though I have renewed and now have nothing for my money. I have emailed them and the response is that they are swamped with communications. I think Im being ripped off by a failing company.

  

  Business Response

  Date: 05/02/2025

  *****,
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the issues you experienced with your account following our recent website updates, including the loss of order history and website/app functionality. We want to clarify that the problems you encountered were a result of these updates and not directly related to your VIP subscription renewal on March 25th.

  As we have been in contact with you via email, we have worked to address these issues. Through our email correspondence, we provided you with troubleshooting steps for the app and guided you on how to locate your order history within the updated platform.

  Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************.

  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To put it succinctly, Grove has a zero star customer service team. I was an 8 ****** subscription customer for many years. A couple of months ago, I started receiving emails from both 8 Greens and Grove, stating that my account was going to migrate to **************************. This migration eliminated my subscription order, so I went onto the site, signed up, and placed an order on April 4th 2025. I received an email confirming the order but no shipping details other than they would be coming. On April 13th I reached out to customer service to ask when the product would ship. On April 19th I received a response stating Once your order is placed, it takes us ***** hours to pack up your shipment in our carbon-neutral facility. Once your box leaves our door, shipping usually takes between 2-5 days to arriveThey blamed the delay on website updates but didnt actually answer my question. I wrote back and stated that their typical shipping and processing times were clearly not in effect. They responded the same day saying they would escalate my issue to the appropriate team. It is now April 24th with no response. I have emailed once again to cancel my order. In fact, I would like to delete my account but there doesnt seem to be a way to do so online. I was able to cancel my VIP membership but thats it. I would like Grove to delete my account and information.

  Customer Answer

  Date: 04/25/2025

  Hello, 
   
  I filed a complaint today against Grove Collaborative. They actually just reached out to me via email to confirm my cancellation. However, there still does not seem to be a way to cancel my account online. I tried on both desktop and mobile and couldn't find any way to delete my information. Thank you.

  No, you can close it. Thank you. 

   

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All of the following happened today, 4/21/25: I received a warning from Discover that a new recurring charge had occurred. Since I knew I hadnt initiated any charges, I went out to look, and saw that Grove had filed a charge for $31.79, recurring. I immediately called Grove and after being on hold for about 10 minutes received a message that my call would be dropped, and I should ask for a callback. I immediately called requesting a callback, and none has come.

  

  Business Response

  Date: 05/01/2025

  Dear *****,
  Thank you for bringing this to our attention. We understand your concern regarding the recurring VIP charge of $31.79 that you noticed on April 21st.
  
  As we have been in contact with you via email, we want to assure you that we have addressed this issue. As a standard practice, we send out renewal reminder emails in advance of all VIP membership renewals to provide ample notice. These reminders would have been sent to your email address attached to your account prior to the charge. We have processed a full refund for the most recent VIP charge that occurred and issued a credit to your account for previous VIP charges.
  
  We sincerely apologize for any inconvenience you experienced while trying to reach us by phone. Please continue to communicate with us through our email thread if you have any further questions or concerns, and we will be happy to assist you.
  
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a subscription service with Grove Collaborative that I believe was set to bi-monthly delivery. I recently received a package off-cycle and itr contained several items that were removed from my order several months ago, charged to my credit card April 9th, 2025 in the amount of $77.84. I received an email apology on April 16th for the errors of recent orders. I tried to login to my account today to cancel my subscription and am unable to login. I tried to call and they ask customers to email ****************************** my email was bounced back. If you stay on the line, the recording ends and automatically disconnects. I need to return the order charged on April 9th, because these items were not wanted and previously removed from my recurring orders. I need my subscription cancelled. I need resolution of some kind. I am unable to login, so don't have any of my information surrounding my account. The tracking number on the April 9th order is 1Z923AX3YW52803756

  

  Business Response

  Date: 04/25/2025

  *****, 
  
  Thank you for bringing these issues to our attention. We understand your frustration regarding the unexpected shipment charged on April 9th, 2025, which resulted from a known systemwide error on all Grove systems, and the difficulties logging into your account.
  
  To address these concerns, we are actively working with you via email. We are facilitating the return of the order charged on April 9th for $77.84, and the refund will be processed once the dispute clears. We have also confirmed that your subscriptions have been successfully canceled. Additionally, our team is actively working with you through email to diagnose and resolve the login issues you are experiencing with your account.
  
  If there's anything else we can help with please feel free to reach out to Community Happiness at **********************************************************. 
  
  Sincerely,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The app is unusable. I can add things to my cart but viewing my cart doesnt happen. It takes forever to reload and then refreshes every two seconds. I cannot confirm anything in the cart and dont cant to be charged. I could use the desktop site but why when I am offered the convenience of the app? I would like to use Grove but if their app constantly is broken then what is the point?

  

  Business Response

  Date: 04/22/2025

  ********,
  
  Thank you for sharing your feedback regarding the app's usability. We understand your frustration with the issues you're experiencing, including difficulties viewing your cart, slow loading times, and the inability to confirm your order. We sincerely apologize for the inconvenience this is causing.
  
  Grove is working on making changes to our website. We have our engineers investigating these issues, but the resolution timeframe is currently unknown. We're hopeful these changes will be positive for all customers moving forward. While our team works hard on a fix for our app, we recommend using a web browser on your mobile device or desktop to access your Grove Collaborative account at *************************. This should allow you to manage your orders and account without issue.
  
  Your feedback is valuable as we continuously work to improve our app and provide a seamless experience. If you have any further details about the issues you're encountering, such as the specific device you're using or any error messages you might be seeing, please do not hesitate to reach out to our customer service team directly. They are available to assist with troubleshooting and can gather more information to help our technical teams address these bugs effectively.
  
  Be well,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March, i purchased 2 units of Method Laundry Pods from Grove Collaborative. I emailed them to ask about the price. Each unit was $22.00 and the same item on the Method sute was $10 cheaper. Grove informed me they woukd refund the difference if i provided proof. I provided proof 3 times in the email thread. Eventually, someone responded and said they only saw 1 unit purchased and credited my Grove account $10. I provided proof from their sites orders that i ordered 2 units. In the meantime, Grove charged me for my annual VIP membership. I waited for a week without resolution and eventually sent a message to cancel my membership and refund all money, including the $32 for the membership, and $20 for the product. I waited another week without ANY communication. And today I received notice that my account was refunded $32 for *** annual membership and nothing else. I have reached back out regarding the $20 that should be in my Grove account. I feel like i am getting nowhere and I need someone else to assist. This whole interaction has been going on for over a month. I had no intention of cancelling my membership but feel i was not left with any other choice. And i no longer have access the benefits of the VIP membership (i.e. free shipping) to use the money left in the account.

  

  Business Response

  Date: 04/21/2025

  *****,
  Thank you for reaching out to us. We understand your frustration regarding your March order and the difficulties you've experienced in contacting our support team. We apologize for any inconvenience this has caused.

  We want to assure you that we have been working to address your request. As you know from our email correspondence, you have now been fully refunded for both of the Method Laundry Detergent Packs in your 03/18 order. I apologize that this wasnt provided to you sooner. I also want to add that the $20 in credit we initially provided is also still available on your account. This credit will not expire. 
  
  Were also sorry to hear that this experience caused you to cancel your membership. I want to assure you that you have been refunded for your most recent renewal, however the membership benefits should still be active on your account until the end of the billing cycle. If you do choose to re-purchase a membership after then, you should be able to do that as well.
  
  If there's anything else we can help you with, please feel free to reach back out to support any time at **********************************************************!
  
  Best,
  The Grove Collaborative Team