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: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
  

• Initial Complaint

  Date:04/09/2025

  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.

  On April 4, 2025, I noticed a charge on my credit card of $32.46 by Grove Collaborative (a company me or my wife never heard of and we have not ordered from). I contacted Grove via email regarding the charge and asked for a refund. **** replied he couldn't find an account under my email address and asked for additional information, name/email/address which I provided on April 4 and since then has gone silent. I searched my account for ********************** and found no purchases from this company. I did find they charged me around the same time in 2023 & 2024 the amount of $21.64 that I missed, and now in 2025 $32.46 that I finally questioned and no idea what it's for. I wasn't made aware of any charges beforehand. I find it disturbing they can't find any account of mine and yet they have my credit card info and that doesn't stop them from making unauthorized charges. I want a refund and my credit card info deleted from their system along with any other information of mine.

  

  Business Response

  Date: 04/17/2025

  Thanks so much for bringing this to our attention! Upon further review, it looks like we have been able to take care of this for you. To address your concerns, we have taken the following actions: a full refund for the membership charge to your daughter's account has been processed and should reflect in your account shortly. We've also confirmed that there are no other active services on this account that will incur future charges. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************. Alternatively, you may reach us by phone Monday through Friday at 1-844-GROVE75 ***************).
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 04/21/2025

  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:04/06/2025

  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.

  Grove fraudulently charged my credit card 3 years after my initial purchase for a membership fee that: 1. I did not sign up for, 2. I have not been charged for at any other point in the 3 years since I made an initial order, and 3. On an account I havent touched since that initial purchase. I disputed it with my credit card and then received an email from them. And this is where the shady practice that took place gets worse. They said they sent renewal notices and that they were, so sorry if that was missed! As a way of blaming me for a charge 3 years after my initial purchase, with absolutely no purchase or charge in between. Upon reviewing the email account that I havent used in 3 years, I found 2 individual emails from them, both in only March of this year telling me about a renewal. I have not heard from them before now, so I am baffled as to why I am suddenly renewing something I did not initially sign up for.When I asked for records of my purchase history because it is completely empty online they said: We recently updated our system last month and prior orders have not fully transferred over yet. Our team is actively working on getting this resolved.This leads me to believe that when they updated their system, it reactivated an old purchase and created a VIP account. Then they fraudulently charged a card that they have not had permission to touch in (again) 3 years.I cannot get ahold of them for anything beyond boiler plate messages that say I was warned and should have canceled my ********** card dispute was approved, so I didnt lost money in the end, but if I had missed the charge, they would have successfully illegally used my card entirely against my knowledge. I wouldnt trust this company with my card number ever again, because it is clear that they keep it on file with indefinite access to fraudulent charges. Highly dissatisfied. And again, I cant talk to anyone because they say they are not accepting phone calls right now.

  

  Business Response

  Date: 04/17/2025

  *******,
  Thank you for reaching out to us. We understand your frustration regarding the recent charge and the circumstances surrounding it. We want to confirm that we have accepted your dispute as of April 4th after corresponding with you over email. You should see the corresponding credit reflected in your account according to your credit card company's processing timelines. Our records indicate that you initially placed an order and enrolled in our VIP Membership January 6, 2022. Our records also indicate that a recent renewal reminder was sent to the email address on file on March 6, 2025 prior to the charge. We are sorry if this was missed. For your peace of mind, we have also removed your credit card information from our system. This will ensure that you will not be charged again in the future. While your dispute has been approved, we recognize that this does not resolve the underlying concerns about our communication and billing practices. We are taking your feedback seriously and will be reviewing our procedures to ensure greater clarity and transparency for our customers. If there's anything else we can help with please feel free to reach out to Community Happiness at **********************************************************.
  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/06/2025

  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.

  Hello,I have been trying to gain access back into my account, where I have a VIP membership. The Grove app updated on my phone, logging me out. My account is tied to an email that I have lost access to. I have submitted two tickets and have not received a human reply from Grove. My first ticket was submitted on March 25th. Today is April ****** not tell me to call **************. Calling this number only leads to a registered voice message saying that phone customer support has been disabled by ********************. There is literally no way to get in contact with this company other than submitting a ticket through their website, which they are ignoring.This level is customer support is unacceptable. Please reply to my ticket and update the email to my account so that I can log back in. Thanks,****

  

  Business Response

  Date: 04/17/2025

  ****,
  Thank you for bringing your account access issue to our attention. We understand your frustration with being locked out of your account 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, we have updated the email address associated with your account to the correct one, as you requested. This should now allow you to log back into your account.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

• Initial Complaint

  Date:04/02/2025

  Type:Delivery 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.

  Orders from March 29, 2025 - I went in to their app to process my order earlier than the subscription processing date (which I have done for as long as I've been a member with this company and never previously had issues). It glitched multiple time and never gave me an order confirmation, so I proceeded in just updating the subscription processing date to the following day (March 30). That night I receive two order confirmations with the exact same items which immediately makes me concerned and sure enough, they charged my card THREE times with the same order. **************** (which I am now aware they must not even have) should have flagged this when they saw three of the same orders processed on the same day and contacted me. I called but their phone lines are down, I have emailed three times, tried their text support line (shocker, that doesn't work either), and have yet to hear from anyone. I now have three boxes of product, unopened, sitting in my house because I want two of the three boxes returned and my money back. I am incredibly frustrated!

  

  Business Response

  Date: 04/11/2025

  ********,
  Thank you for bringing the issue with your multiple orders from March 29th to our attention. We understand your frustration with the duplicate order confirmations and charges after attempting to adjust your subscription date.

  We acknowledge the difficulties you experienced in reaching our support team through various channels, and we sincerely apologize for the lack of immediate response. As we are currently working with you via email, we want to assure you that we are committed to ensuring you receive a full refund for the two unwanted orders.

  Given that you have also initiated disputes with your bank, we are coordinating with you via email to ensure the refund process is as smooth as possible once those disputes are cleared. We appreciate your patience as we work to resolve this with both you and your financial institution.

  Sincerely,
  The Grove Collaborative Team

  
  

  Customer Answer

  Date: 04/15/2025

  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:04/02/2025

  Type:Sales and Advertising 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 asked for several weeks for my account to be deleted. I jump through all the hoops and had to request a delete button be placed on my account so I could delete my account. After a week the button appeared but does not work. They state that a ticket has been submitted to their tech team but after two weeks nothing. No follow up, and when I ask again its like they have no record of my complaint. I just want to delete my account.

  

  Business Response

  Date: 04/11/2025

  Gizelle,
  Thank you for your continued patience regarding your account deletion request. We understand your frustration with the process and the delay you've experienced.
  We want to confirm that we are actively working on your request to delete your account and all associated data. As we previously communicated to you via email, this process can take up to 45 days to complete as it involves a thorough removal of your information from our various systems to ensure compliance with our data privacy policies.
  We acknowledge that the initial deletion button did not function as expected, and we apologize for the additional steps and the subsequent delay. The ticket you mentioned has been submitted to our tech team, and we are monitoring its progress closely. While we understand your concern about the lack of immediate updates, please be assured that your request remains a priority.
  We appreciate your understanding and will continue to keep you informed of any significant progress regarding the completion of your account deletion.
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23149907
  
  I am rejecting this response because: it is not acceptable you have had plenty of time. Delete my account I jumped through all your BS hoops. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/21/2025

  *******,
  Thank you for following up. We understand your frustration regarding your request to delete your account and apologize for any inconvenience this has caused.
  
  We want to assure you that we have been working to address your request to delete your account and personal identifiable information. We have been in contact with you via email to outline the process and the timeline. Please know that there is a protocol in place to handle these requests. As you received via email, your deletion request will be completed no later than June 20th and you will be informed when the deletion process is finished.
  
  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

• Initial Complaint

  Date:04/01/2025

  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.

  I tried four times to delete my account, including all of my personal identifiable information. The company has gone through changes in the past couple of months and updated their site and their app, which resulted in major technical issues that went on for weeks and subsequent updates have not fixed the problem. All of my previous orders over the past three years, favorited items, etc. are all gone and not able to be retrieved by me the customer. Yet the company still Pre-schedules future orders and preloads your cart with items that you have not chosen to buy based on past subscriptions or past purchases. Yet am unable to view any past purchases or any items that I may or may not want. There is no customer service number or person to speak to and even AI chat system on their website Seems to be so overloaded that they tell you to try again later and youre unable to speak to any live person. So I could potentially be charged for items that I dont want and didnt add to my cart and I have no control over that system. The company is very aware of the issue based on previous conversations and was told only that I could shop for my old favorites by shopping their app and add all of those items back. But after being a customer for over three years, I couldnt possibly remember everything that I had previously shopped for or purchased. Im not sure how its legal to automatically add items to a persons cart and their account and hold onto their payment information when they dont have an active membership, charge them for items they didnt ask for or want and they have not personally added any of those items to their cart. I canceled my active membership about six months ago when they increased annual price by 50%. I did have several orders since then without membership benefits before they decided to completely change and explode their platform. I have since reached out multiple times and do not get a response.

  

  Business Response

  Date: 04/10/2025

  *******,
  Thank you for bringing these concerns to our attention. We sincerely apologize for the difficulties you've experienced following our recent website and app updates. We understand your frustration with the loss of your order history and favorited items. We truly regret the trouble this has caused. Our team has worked hard to address these two issues, and you should now see more order history from prior to March of 2025 in your Order Archives here.

  Regarding your Favorites, were happy to report that we implemented a change to the site at this week that should have fixed this.

  Since you have been a customer with auto-shipments and subscriptions active on your account for several years, you can review any active subscriptions at ***************************************************************************** make changes or cancel by selecting Cancel All Product Subscriptions at the bottom of the page.I do not see that you have completed a request delete your account and personal identifiable information using the process that weve provided to you via email. If thats still something youd like to do, that process must be completed to ensure your request is handled appropriately.

  We appreciate your patience as we work diligently to improve our platform and provide you with the service you deserve.

  Best,
  The Grove Collaborative Team

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23145968
  
  I am rejecting this response because:
  
  The issues have not been resolved and I have requested to have my account deleted and personally identifiable information deleted from servers and neither has been done. I have tried numerous times to delete my information myself, but always get an error message. This business continues to add items to your cart that the consumer has not asked for, with the intent to charge them. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/18/2025

  Hi *******,
  Thank you for bringing this back to our attention. We understand your frustration and we apologize for any inconvenience this has caused. As you know from our email correspondence, we have removed your payment method from your account to avoid any charges. To clarify the items generated in your cart, subscription items are added to your cart when you opt in to subscribe to products. These are customizable and you're able to cancel at anytime. I apologize if this was unclear or caused concern. We are now aware that there was a temporary issue impacting our privacy center in the app, however, this has since been resolved. To complete a data deletion request, you must access our ************** with the link we've provided (**********************************************) and complete the request yourself. We have no way to complete this request for you, unfortunately. Feel free to follow up with our Community Happiness at ********************************* if you continue to have any trouble.
  Thanks,
  The Grove Collaborative Team
  

  Customer Answer

  Date: 04/22/2025

  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:03/31/2025

  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.

  I just received another unwanted Text message from Grove Collaboration. This has been going on for several months now. The Text messages kept referring to someone named ***** Somehow, someway, A number has been transposed on their end, because I have never signed up to receive anything from this Company. So, for the last few months I have been promised that this Issue would be taken care of through emails. It has not. Please help. ***** *********

  

  Business Response

  Date: 04/08/2025

  *****,
  We sincerely apologize for the persistent unwanted text messages you have been receiving. We understand your frustration and regret that our previous attempts to resolve this issue have been unsuccessful.
  We have thoroughly investigated this matter and have confirmed that your phone number has now been successfully removed from our text messaging system. You should no longer receive any further communications from us.
  Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************. Alternatively, you may reach us by phone Monday through Friday at 1-844-GROVE75 ***************).
  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:03/30/2025

  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.

  I was locked out of my Grove Collaborative accounts on March 16th. I sent the company a help request via email on 3/16 detailing the issue I was having and explicitly stating that they did not have my permission to charge my card until they helped me access my account so I could update my payment information. They never answered. They disconnected their phone line due to high number of calls so I have been unable to call Grove to directly resolve this. I sent two more requests on 3/20 and 3/24, again explicitly stating they did not have my consent to charge my card, I did not want their products, and, at this point, to please just delete my account because I dont wish to do business with them any further. No response or acknowledgement from Grove. On 3/26 Grove charged my card for $137, despite my numerous attempts to contact them and several explicit statements that they do not have authorization/consent to charge me. I have since sent another email, stating this charge was unauthorized. They have been completely unresponsive to any and all of my contact attempts. I have disputed the charge with my bank. Please advise on how I can pursue a claim against Grove for this negligent behavior.

  

  Business Response

  Date: 04/08/2025

  *******,
  
  We understand your frustration regarding the difficulties you experienced accessing your Grove Collaborative account and the unauthorized charge of $137. We sincerely apologize for the inconvenience and distress this has caused.
  To address your concerns, we have taken the following actions: a full refund for the unauthorized charge has been processed and should reflect in your account shortly. We have also updated your email address as requested, ensuring you can access any necessary communications. Furthermore, we have provided you with direct links to our *************** where you can easily manage and remove your data, as per your request.
  
  We value your feedback and appreciate your patience as we worked to resolve this matter. We hope that these actions have addressed your concerns and restored your confidence in our commitment to customer satisfaction. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************. Alternatively, you may reach us by phone Monday through Friday at 1-844-GROVE75 ***************).
  
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 04/08/2025

  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,
  
  ******* Elise ***

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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 January ********************************************** a subscription to grove collaborative. I messaged and received a reply from **** to reassure me my subscription was canceled and I would not be charged. Beginning of March 2025 I received a renewal email and immediately logged in canceled and tried to call, went to a phone tree and I held for 5 mins then message, our volume is high call back later. I tried to call right back, volume high go to website or call back later message. I emailed, no reply for 3 days then I received a reply, we have been so busy we will be with with you soon I see on my charge card the amount is being removed I called back nothing.. Ive emailed 3 to 4 more times nothing, I messaged on ******** messenger nothing, I saw their legal **** email on their website and sent their legal **** the email I received in Jan 2025 that I would not be charged and nothing.. no replies and unable to speak to anyone. I need help please because this cant be appropriate for grove collaborative to just go silent when I canceled in Jan 2025 and now they are charging me when clearly Ive done my due diligence repeatedly to cancel. This is not appropriate and I should not have to spend ongoing time to be sure they follow through and cancel the subscription I dont recall ever starting!

  

  Business Response

  Date: 03/27/2025

  *****,
  
  We sincerely apologize for the concerns you raised regarding your VIP membership, Due to systemwide issues, we erroneously sent you an email communication regarding renewal of your VIP membership; luckily you were never charged for the renewal fee and your membership has not been renewed. Nonetheless, we understand the frustration and confusion this may have caused. 
  We have since contacted you via email to addressed the specific issues you've raised. We are committed to resolving any outstanding concerns and providing you with accurate information.
  We appreciate your patience and understanding as we work to ensure your satisfaction. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at ********************************** Alternatively, you may reach us by phone Monday through Friday at 1-844-GROVE75 ***************).
  
  Be well,
  Grove Collaborative

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23108324
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

   

  im waiting until 4/4/25 because grove has a pending charge on my cc and they asked me to see this today and I obliged. 
  then I was advised the charge would drop off. 
  if grove sent the email by accident 3.5 months after telling me my acct was closed they also charged me 19.99. 
  this was not in accident although they never canceled my acct as they advised. 
  it also took my reaching out to the bbb to have a response even though I messaged numerous times to support and to their legal ******  its taken me weeks to even get this far. 
  thank you for your help bbb. 
  I cant accept the resolve until i know the charge is reversed and I dont see it clear. 
  thank you. 
  l Pascoe 

  

  Business Response

  Date: 04/02/2025

  Dear Ms. **************** you for your feedback and for your patience. We understand your concern regarding the pending charge on your credit card and the confusion surrounding your account closure.
  We have reviewed your screenshots and have determined that the "pending charge" you are seeing is likely an anticipatory hold from your credit card company, based on past transactions. As we explained in our previous communication, this hold should drop off your account.

  
  We acknowledge the frustration caused by the delay in our response and apologize for any inconvenience. We are actively working to improve our communication processes.
  We are committed to assisting you and ensuring this matter is resolved to your satisfaction. If you still see the 'pending charge' on your account after April 4, 2025, please do not hesitate to contact us directly, and we will promptly investigate and take appropriate action.

  
  We appreciate your understanding and thank you for bringing this to our attention.
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23108324
  
  I am rejecting this response because:

  I need to wait to see if the charge processes as its still pending. 
  

  additionally, Im not sure why it took a bbb complaint for Grove to reply. I sent numerous messages through email and ******** messenger as well as I sent messages to the legal ***** no response. 
  

  Ill wait to see if the charge processes. I feel like Ive worked for Grove 3 weeks trying to resolve this. It does not make any sense companies can just do this.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/09/2025

  *****,

  
  Thank you for your update. As it is now after April 4th, 2025, we trust you have had an opportunity to observe the status of the pending charge. As we previously communicated via email, our records indicate that no charge was processed on our end. The pending transaction you were seeing was likely a temporary authorization hold initiated by your bank, which should have cleared within a few business days.

  If the authorization hold is still present on your account, despite no charge originating from Grove, please do not hesitate to contact us directly. We are happy to provide any necessary documentation from our end to assist you in resolving this with your bank.

  
  Sincerely,
  The Grove Collaborative Team