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:12/18/2024

  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 company sent me a warning email that I need to cancel a membership or be charged, but there is no option to cancel the membership on their website

  

  Business Response

  Date: 12/23/2024

  Hi Chelsea,
  
  Upon further review, it looks like our customer support team was able to take care of this for you and hopefully cleared any confusion. We understand that some customers may have received an email with inaccurate information about their VIP Membership trial. I can confirm that your free VIP Membership trial has been cancelled on 12/19/2024 and you will not be charged for a renewal.
  
  If you have any further questions, you may contact our team at **********************************************************.
  
  Be well,
  Grove Collaborative
  

• Initial Complaint

  Date:12/09/2024

  Type:Order 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.

  My acccount has been inactive and I have received no packages for at least a year - since 2022/2023. This charge just came through my ******. Please refund the $32.31.

  

  Business Response

  Date: 12/11/2024

  Hi *****, 
  Upon further review, it looks like we have been able to take care of this for you. You have been refunded the most recent VIP renewal fee on 12/10/2024 of $32.31 when you contacted Grove Collaboratives Customer Support.
  
  If you have any further questions, you may contact our team at **********************************************************.
  
  Be well,
  Grove Collaborative
  
  

• Initial Complaint

  Date:10/22/2024

  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.

  This business continue charging me for 5 years after I canceled their services. When I realized the issue, I contacted them. They reversed the charge for this year. When I asked them to reverse prior year complaints, they said they would give me a credit toward their merchandise if I signed up again!I said I am not interested in signing up again and want my money refunded for prior years. They asked me to find the email indicating I had canceled.Luckily, I happened to have an email from 2019 indicating just that. The fact that they are not responsible enough to keep their own records straight and expect a consumer to provide this info is also beyond comprehensible. Once they received that, they said the would issue me a refund check of $100 to be mailed to me within ***** days. It has now been almost 3 weeks since that communication and I have received nothing.I am beyond tired of trying to retrieve my money from this company, and that too, after I provided them proof from an email from 2019 that I have canceled this service.I need your help please in retrieving this money, and for this company to get a rating that will reflect this poor customer service.Thank you,Ms. *****

  

  Business Response

  Date: 10/24/2024

  Hi Ms.*****,

  
  We are saddened to hear about your poor experience with us, ******. Upon reviewing your account, we see that you contacted our **************** team again on 10-22-2024, regarding this issue. Our Technical Support Specialist was able to confirm that our finance team would be sending out your refund check yesterday (10-23-2024). Please allow us ***** business days to process the check. Our apologies for any confusion with the refund check process- it is not instant and takes some time to go through the proper channels within the finance team to get processed.

  
  When you made your first purchase with Grove Collaborative your VIP trial membership began. Before your VIP membership renews for the annual charge, Grove emails you to notify you that this is about to happen, which is a notice of the charge that is about to occur. Customers may cancel their membership for this optional service at any time. 

  
  Per our Terms of use, If you sign up for the VIP Program, you authorize us or our Payment Processors to charge your payment card for the applicable VIP Program subscription fee and applicable tax (if any) on an annual basis until you cancel. The VIP Program subscription fees are non-refundable, however if you feel that you were charged in error and contact Grove at ********************************* within 30 (thirty) days from the date of the charge, Grove may refund the subscription fees, at its sole discretion. Taxes may apply on VIP Program fees based on your delivery location and will be added to your annual subscription, if applicable.

  If you have any further questions, you may contact our team at *********************************.

  
  Be well,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:10/04/2024

  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 canceled a membership to Grove Collective (*************, **) via phone and I made a full return of goods. The company sent an email documenting the phone call. The agent on the phone confirmed that my subscription was canceled. Since then, the company deducted 3 membership fees ($31.79, $21.19, $21.19) without my permission. I noticed the transactions today and sent emails to ******************************* today (10/4/24) requesting immediate refunds (3). They replied and issued one refund ($31.79) but they denied the other two despite recognizing that they had canceled the membership for a few months but then re-instated it! The re-starting of membership was not authorized by me. I want refunds ($42.38) for the other two unauthorized memberships and I want my email address removed from their database so that this does not happen again. The prior unauthorized transactions were in Sept 2023 and Sept 2022 and discovered today 10/4/24. Grove Collaborative does not honor patron requests to cancel memberships.

  

  Business Response

  Date: 10/14/2024

  Hi ********, 
  
  We're sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. Upon reviewing your account, we see that you contacted our **************** team on 10-04-2024 regarding this issue and we were unable to refund the membership renewal since it was outside of our refund and cancellation policy window.  Since we could not process a refund, we did credit your Grove account $40 for the value of the membership fees.
  
  I also see your flexible monthly shipments were canceled and a return label was provided for your original order during your phone call on 07-13-2021. I do not see any indication that your VIP membership was meant to be canceled on that date. Having a Grove account comes with two separate customizable features: A VIP Membership and flexible monthly shipments. These features can be used exclusively or combined to best meet your personal needs and preferences. We sincerely apologize if that was unclear!
  
  Per our Terms of Use, If you sign up for the VIP Program, you authorize us or our Payment Processors to charge your payment card for the applicable VIP Program subscription fee and applicable tax (if any) on an annual basis until you cancel. The VIP Program subscription fees are non-refundable, however if you feel that you were charged in error and contact Grove at ********************************* within 30 (thirty) days from the date of the charge, Grove may refund the subscription fees, at its sole discretion. Taxes may apply on VIP Program fees based on your delivery location and will be added to your annual subscription, if applicable.
  
  At this time additional refunds are unable to be processed due to the Terms of Use referenced above. The Terms of Use was agreed upon at time of first purchase and creation of account on ********************* website. You can find these Terms of Use anytime at *************************************************;
  
  To confirm, you have had $40 of credit added to your account for your previous member fees, a refund of the most recent VIP renewal fee on 10-04-24 of $31.79 has been processed, and no further recurring charges will occur. If you would like to have your data deleted from our database, you can submit your request here ******************************************. If you have any further questions, you may contact our team at *********************************.
  
  Be well,
  Grove Collaborative
  
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22380208
  
  I am rejecting this response because:
  

  I never accepted two memberships verbally or in writing. In fact who would want two different memberships to the same place? That is a deceitful trick to charge people twice!! When a consumer states they want to cancel and not purchase anything anymore from Grove, they want exactly that action taken.

  Giving me money to spend on products I don't want, products that make me sick, is not a remedy. Grove stole $42.38 from me and if you have any integrity you will refund my money upon receipt of this message. 

   

  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/23/2024

  Hi ********,
  We wanted to clarify our VIP membership services for you. When you made your first purchase with Grove Collaborative your VIP trial membership began. Before your VIP membership renews for the annual charge, Grove emails you to notify you that this is about to happen, which is a notice of the charge that is about to occur. Customers may cancel their membership for this optional service at any time. 
  
  Upon further review, it looks like we have been able to take care of this for you. We can confirm that you will be getting a refund check in the mail for a total of $63.57. Please allow us ***** business days to process the check as it is not instant and takes some time to go through the proper channels within the finance team to get processed. As the charges occurred beyond our 30-day refund period, we are unable to process a refund through our standard systems, which is why we are issuing a check as an alternative.
  
  If you have any further questions, you may contact our team at **********************************  
  Grove Collaborative
  
  

• Initial Complaint

  Date:08/17/2024

  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 have not purchased anything from Grove collaborative in at least a year and I think closer to 2 years. On August 2, 2024 my ****** account was charged with two payments of $19.99. then on August 3, 2024 my ****** account was charged with$29.99, all totaling $69.97. I did not purchase anything and I have not received anything. I have tried calling and got no answer. This happened to me at a time when I was really struggling financially and I needed that money. I need it refunded ASAP. I am a poor widow and my son has been out of work for 4 months. I have been trying to help him and his pregnant wife and their 2 year old, so I absolutely cannot afford this

  

  Business Response

  Date: 09/24/2024

  Hi Kitt,

  Thank you for giving us the opportunity to address your concerns.  We are truly sorry to hear you are going through a challenging time at the moment. 

  We have reviewed your Grove account under the email address (truharttrea************************). A $29.99 renewal charge for your VIP membership was charged to your ****** account on ********. We do not see any additional charges on August 2nd or August 3rd. Please see the attached ****** screenshot for reference.

  We additionally checked to ensure that you do not have a duplicate account with us by searching your shipping address on file and did not find any additional accounts.  

  Your Grove account is made up of two optional services - shipments and a VIP membership. Per our Terms of Use: You may cancel your membership to the VIP Program at any time, but your cancellation will be effective at the end of the then-current annual subscription period unless canceled within the 30 days from the charge date for your current subscription period. This means that if you cancel your VIP Program subscription after 30 days or more of the charge date of your current subscription, your VIP Program subscription will continue for the remainder of that subscription period and you will not receive a refund. You may cancel or renew your membership to the VIP Program or find out more information about your VIP Program subscription, including your annual expiration date, by accessing your Membership on the Account Settings page or contacting **********************************************************. 

  Your VIP membership has been canceled and you have been fully refunded ($29.99). You should see that refund back in your statements within a few business days depending on your bank or credit card company. You can still shop with us without a VIP membership. Your regular Grove account does not cost anything. 

  We would be happy to assist you further if you are able to provide us with further information regarding the transactions you are inquiring about such as the ****** transaction IDs relating to the charges in question.

  You may contact a member of our Customer Happiness team at any time. We are available by phone Monday-Friday from 9:00 AM - 5:00 PM EST at 1-844-GROVE75 ***************). If you don't mind giving us a call then, we'd love to help. We're also available via email (*******************************************************)l or live chat to help with anything you may need!
  

  
  Sincerely,

  
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:08/14/2024

  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 have bee charged by Grove Collaborative for VIP membership fee for six years without any utilization or intention to utilize the service. I was told there were two separate subscriptions and I only canceled one of them back in 2019. I was offered $20 account credit for future purchases by customer service when I was charged over $100 without even knowing.

  

  Business Response

  Date: 08/27/2024

  Hi *****,

  Thank you for giving us the opportunity to address your concerns.

  Your first purchase with Grove Collaborative was on 5-24-2019  which is when your VIP trial membership began. Your Grove account is made up of two optional services: shipments and a VIP membership.   Your initial VIP renewal was when your trial ended on 8-6-2019. The shipments part of your account was canceled however, your VIP membership remained active. 

  Per our Terms of Use: You may cancel your membership to the VIP Program at any time, but your cancellation will be effective at the end of the then-current annual subscription period unless canceled within the 30 days from the charge date for your current subscription period. This means that if you cancel your VIP Program subscription after 30 days or more of the charge date of your current subscription, your VIP Program subscription will continue for the remainder of that subscription period and you will not receive a refund. You may cancel or renew your membership to the VIP Program or find out more information about your VIP Program subscription, including your annual expiration date, by accessing your Membership on the Account Settings page or contacting *********************************. 

  Seven and three days before your renewal date each year you should have received an email to the email address on file for the account, stating you could cancel and how to do so.

  You recently contacted our team on 8-14-2024 regarding your membership. Our team assisted you in canceling the VIP membership on your account. They also refunded the most recent renewal from 8-5-2024 for $32.09. There are no further recurring services on your account.

  As a one time courtesy, we have refunded the prior renewal fees totaling $105.14 as you requested. You should see the refund back in your statements within a few business days.

  If there is anything further we can assist you with, please reach back out to our Customer Happiness team at **********************************************************. 

   

  Sincerely,

  Grove Collaborative

  
  

  Customer Answer

  Date: 08/29/2024

  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:07/28/2024

  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 made an Order from Grove and it was Delivered to our Apartment Complex on July27,2024 to our apartment complex. I got no notification that it was delivered. A resident from the complex sent me a text that I had a large package in the community center. I have never had this happen before. They had to have a Key Fob to get in the secure building, and just dropped it in the lobby. If I hadnt had someone call me that I had a package who knows what would have happened to my order. In my past orders they have left it at my apartment door, but not this time. Just an FYI.

  

  Business Response

  Date: 08/13/2024

  Hi *****,

  
  Thanks for being a customer with us since 2022 and thank you for sharing this feedback!  We are so glad that you received your package given the circumstances.
  We have submitted your feedback to the carrier directly and review issues like these with them on a regular basis.

  We wanted to remind you that you can always check the status of your order in your order history located in your account. You can see your order history by clicking on "Your Account" and going to "Order History" on the drop-down menu. Or you can use this link: ***************************************************.

  If you should have any issues with an order in the future, the quickest way for us to assist you is to contact a member of our Customer Happiness team directly. We are available by phone Monday-Friday from 9:00 AM - 5:00 PM EST at 1-844-GROVE75 ***************). If you don't mind giving us a call then, we'd love to help. We're also available via email (*********************************)l or live chat to help with anything you may need!

  Let us know if we can help with anything else - we're always here for you.

  Sincerely,

  
  Team Grove
  

  
  

• Initial Complaint

  Date:07/09/2024

  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.

  Grove has been charging my debit card for the last 4 years for a VIP customer fee when I have not purchased or done business with them in that time period. There have been no emails requesting payment information updated (for example new billing, card expiration date. The card had expired and was still being charged.)

  

  Business Response

  Date: 07/23/2024

  Hi *****,

  
  Thank you for giving us the opportunity to address your concerns.  

  Your first purchase with Grove Collaborative was on 3-10-2020 which is when your *** trial membership began. Your Grove account is made up of two optional services - automatic shipments and a *** membership.  

  Per our Terms of Use: You may cancel your membership to the *** Program at any time, but your cancellation will be effective at the end of the then-current annual subscription period unless cancelled within the 30 days from the charge date for your current subscription period. This means that if you cancel your *** Program subscription after 30 days or more of the charge date of your current subscription, your *** Program subscription will continue for the remainder of that subscription period and you will not receive a refund. You may cancel or renew your membership to the *** Program or find out more information about your *** Program subscription, including your annual expiration date, by accessing your Membership on the Account Settings page or contacting *********************************. 

  Seven and three days before your renewal date each year you should have received an email to the email address on file for the account, stating you could cancel and how to do so.

  Groves transaction system is automatically notified and updated by your bank when there is a change to your card due to our billing agreement. This explains how renewal fees were processed. 

  Additionally, per our Terms of Use: By providing your Payment Provider information, you authorize us or our third party payment processors to charge: (i) all membership or enrollment fees to such Payment Provider; and (ii) all fees associated with the **************** and ********************* including, without limitation, all applicable taxes, product costs and shipping fees, to such Payment Provider prior to shipment and on a per-delivery basis.  

  You recently contacted our team on 7-8-2024 regarding your membership and saved payment information. Our team assisted you in canceling the *** membership on your account and you were fully refunded for the 4 *** annual renewal charges. ($20.99 each) Your account was deactivated and your payment information was removed. A copy of this correspondence is attached for your reference. 

  If there is anything further we can assist you with, please reach back out to our Customer Happiness team at **********************************************************. 
  
  
  Sincerely,
  Team Grove
  
  

  
  

• Initial Complaint

  Date:05/16/2024

  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 placed an order didnt receive my items and the second time I received damaged products I keep contacting for help and so far no help. I just wanna know where do I send back the damage products for a refund?

  

  Business Response

  Date: 05/23/2024

  Hi ********,
  
  Thank you for giving us the opportunity to address your concerns. 
  
  You contacted our Customer Happiness team and on May 16th we provided you with a prepaid return label. 
  
  Our team confirmed the return and a refund of $81.56 was processed to your account yesterday (5/22/2024). As our team relayed to you, you should see that refund back on your statement within a few business days. 
  
  If you should require any further assistance, please let us know at *********************************.
  
  

  
  Sincerely,
  
  
  Grove Collaborative

• Initial Complaint

  Date:04/12/2024

  Type:Billing 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.

  Grove Collaborative charges me ever year, despite that I am not and have never been a customer. Someone once used my card, and I disputed the charges with my card company. I have to do this every year because Grove will not delete my personal data. They do not reimburse me for their fraudulent charges. I tell then every year, and I am sick of this. They are thieves.

  

  Business Response

  Date: 04/19/2024

  *******************,

  Thank you for giving us the opportunity to address your concerns. We see that you recently contacted our Customer Happiness team on *********. You previously contacted us in April 2023, but we were unable to get the necessary account information from you in order to assist you further at that time. 

  Our team reviewed the charges and you were refunded $19.99. We followed up with you via email to confirm the account where the charges were placed and we have not heard back from you yet.

  The VIP membership was canceled on this account and we additionally removed the card from the account in question so that no further charges could be made in the future. 

  If you would like to submit a full data deletion request, please visit our *************** and fill out the form, selecting "Delete as the type of request you wish to make. You will then receive a link in your email to verify your email address, and once you verify, the process will be started. You will receive an email confirmation when your deletion request has been completed.
  
  If you require further assistance, please respond back to our email directly or you can reach us at *********************************.  We would be happy to assist you further.

  
  Best,
  

  Grove Collaborative

  Customer Answer

  Date: 04/20/2024

  Better Business Bureau:
  
  I reviewed the business response for complaint ID ********. The email they have on file is not me, nor was this my account, so of course they received no response. This was fraud using my card. It should not take them two years to resolve this.
  
  Vic N