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:03/30/2024

  Type:Billing 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 been charged $21.39 on March 29th from Grove Collaborative that I have not sought products from for years. I was under the impression I cancelled this VIP membership. Im respectfully requesting a refund, membership cancellation and that my personal/payment information be removed from this company. Thank you.

  

  Business Response

  Date: 04/05/2024

  Hi ******,

  
  Thanks for giving us the opportunity to address your concerns.

  You contacted our Customer Happiness team on 3-24-2021 regarding your account and requested to cancel your monthly shipments at that time. Our team proceeded to cancel the monthly shipments part of your account and reminded you that your VIP membership was still active.

  Your optional VIP membership has been canceled and you have been fully refunded for the yearly fee. ($21.39) You should see that refund back in your statements within a few business days depending on your bank or credit card company.

  To submit a 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.

  Please note, that requesting to delete your data will result in loss of access to you  Grove account and ordering with Grove.

  If you need further assistance with your account, please contact our team at *********************************.  We are always happy to help!

  
  Sincerely,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:03/28/2024

  Type:Billing 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 cancelled May 25, 2021 (In ticket #******* - I withdrew in writing any permission the company had to withdraw funds from my bank account.) They continue to charge my account year after year for $19.99. They stated this was due to the membership which again, in writing I requested to cancel in 2021. I was credited back 2024's charge of $19.99 but they are refusing to credit back 2023 and 2022 for a total of $39.98. This is completely unacceptable as I have in writing to cancel my membership as well as written notification that they no loner have my permission to charge my bank account and I forwarded them this email. The supervisor on the phone ***** stated all she could do was credit me in store credit. This company has wrongfully charged my bank account against my written direction not to do so. As a customer, I am absolutely sickened by the distasteful choices that this company has made and disregard of my written notifications that they no longer have my permission to withdraw my funds as well as the horrible customer service that I received. I told ***** that her solution is not acceptable as the funds should have never been taken from my bank account, ********************** had NO RIGHT to access my money and my demands are that my funds are returned in the same currency they received them. I do not want store credit, I want the money they wrongfully took from me.

  

  Business Response

  Date: 04/05/2024

  Hi ******,

  
  Thank you for giving us the opportunity to address your concerns.  You recently contacted our Customer Happiness team regarding this issue on 3-28-2024 and our team responded as follows:

  
  Thank you for reaching back out regarding your previous request. Due to the time that has passed we are unable to refund you to the original form of payment, PayPal. However, we have cut a physical check that will be mailed to the address we have on file: 
  18835 Kayla *********** ** 70647
  
  If this is no longer the best address at which to reach you please respond to this email as soon as possible with the correct mailing address.

  
  Canceling our optional VIP membership can be done in one easy step: by logging into your account and clicking Cancel VIP under your account settings. Prior to renewing your membership, we make sure to send email reminders notifying you of your membership renewal prior to charging you.  We are sorry that we didn't make our cancellation process clear and will take steps to ensure that we're improving our communication around VIP membership cancellation.

  
  To confirm, your optional VIP membership and monthly shipments are currently canceled on your account.  If you require further assistance please reach out to our team at *********************************.  We are always happy to help!

  
  Sincerely

  ,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service 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 made a purchase from Grove in nearly 3 years, but they are suddenly charging my card like crazy over the last several weeks, totallng around $1000. I did not place any orders, I cancelled VIP long ago, and all of my account details reflect that. I have filed disputes with my cardholder but I would like the charges to stop, because its incredibly inconvenient. If the theft continues I will have to go to the police; you cannot repeatedly charge an account hundreds of dollars and get away with it.

  

  Business Response

  Date: 03/28/2024

  Dear *****,
  

  Thank you for bringing this to our attention and giving us the opportunity to address your concerns. 

  While reviewing your account, weve noticed some suspicious activity with your Grove Collaborative account, including a change to your shipping address and several suspicious orders. 

  We contacted you via the email address associated with your account (beautiful*****************************) on March 9th alerting you that there was suspicious login activity and also a shipping address change on your account.

  We contacted you again this morning at that email address, letting you know that we have refunded all the recent fraudulent charges on your account and have reset your password in order to re-secure your account. Please see attached correspondence.
  

  Please reach out to our Community Happiness team at *********************************** or by calling **************  if you have any questions or would like additional clarification. We are always here to help!
  
  Sincerely,

  
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:03/15/2024

  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.

  On March13 I was charged for a Grove order on a new debit card I had not submitted as I just received it with a new name and number. I had never put in that number with this company. I called my bank and payment was stopped. I went to the website for Grove and it will not allow me to remove my contact or that card information. I only can chat with a bot and it just refers me to FAQs which is no help. I want to be disassociated from this company and want my contact and card information removed. My bank explained that the company may have a contract with **** to allow card updates to be shared without consumer consent and I think that is fraudulent and wrong. I did not provide them this information and should be able to remove my account.i paid no money as payment was stopped by my bank but I dont want anymore products shipped to me.

  

  Business Response

  Date: 03/29/2024

  Hi *****,
  
  
  Thanks for giving us the opportunity to address your concerns.
  
  While reviewing your account, we see that you placed a manual (Ship Now order) with us on ******* 13, 2024. Our flexible optional subscriptions allow you to opt into the products that you want on a regular basis. It looks like you selected some products to subscribe to in that ******* order, which generated the March order. 
  
  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 that charge was processed. 
  
  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.  

  To resolve this as quickly as possible, we have accepted your dispute and your bank should be issuing a refund for the charge ($95.42). Please check with your bank directly for any timeline as to when the funds will be deposited back into your account.
  
  As you requested, we have removed your form of payment from your account and deactivated your account so that no further charges will occur.
  
  If you need further assistance with your account, we would be happy to help. You can reach a human member of our Customer Happiness team by reaching out to ********************************* or we are available by phone Monday-Friday from 9:00 AM - 5:00 PM EST at 1-844-GROVE75 ***************).
  

  
  Sincerely,

  
  Grove Collaborative

  
  

  Customer Answer

  Date: 03/29/2024

  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:03/10/2024

  Type:Customer Service 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 started a subscription to this company awhile ago, but was very diligent and went into the account settings and stopped the ***** membership from renewing, removed all favorites from the account. I attempted to remove the payment method but they block you from doing that. I will get emails sometimes saying "shipment coming" and I haven't order anything with them and NEVER plan on doing business with them again. I'll log in and the cart will be full of stuff. I'll delete everything again, and the next month it will happen again. The have an article on their site about how you can delete your information but the area they "claim" you go to does not anywhere on their website and a search of the internet also has negative results. Terrible company, very scammy

  

  Business Response

  Date: 03/26/2024

  Hi *******,

  Thanks for giving us the opportunity to address your concerns. 

  Your Grove account includes two separate and optional services: a *** membership and monthly shipments.  We apologize for any confusion if that was unclear. 

  While reviewing your account, we saw that you contacted our Customer Happiness team on 7-21-2022, regarding your account. We assisted you in canceling both the optional monthly subscription and the *** membership at that time. On 8-28-2022, it does look like you reactivated monthly subscriptions and then placed another manual (Ship Now) order with us on 8-31-2022 which was your most recent order with us.

  You most recently contacted us on March 10th to delete your account. Our Customer Happiness team provided you with the information and link to do so and your request is currently in progress. As soon as your request is completed we will confirm deletion via email. 

  We do provide information regarding privacy deletion rights to users in our FAQS and within our Privacy Policy. 

  In the meantime we have deactivated your account and unsubscribed you from marketing emails.  If there was any messaging already scheduled to be sent, you will receive those, but moving forward you won't get anything from us.

  If we can further assist you with your account or answer any further questions, please reach out to us at ********************************** We are always here to help!

  Sincerely, 
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:03/03/2024

  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 received a random charge from this company for $160. It was two seperate charges. I never signed up for this website, it charged my account out of nowhere. I have no clue how it got my bank info. Scammed for nearly 200 dollars . So confused how this sketchy company got my information.

  

  Business Response

  Date: 03/20/2024

  Hi *******,

  
  Thank you for giving us the opportunity to address your concerns. You initially opened an account with us and placed an order on 4-22-2020. 

  
  We emailed you on March 1, 2024, letting you know that we had noticed suspicious activity on your account. Please see the attached correspondence. We refunded the 2 fraudulent charges and reset the password on your account in order to prevent and further charges from occurring.

  
  As mentioned in our email, you may also wish to consider resetting passwords on your method of payment (such as Paypal, Stripe, etc.).  

  
  Our customer security is our number one priority. Please reach out to our Community Happiness team at *********************************** or by calling ************** if you have any questions or would like additional clarification.

   

  
  Sincerely,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:03/01/2024

  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 collaborative has been charging me for EIGHT YEARS after I cancelled my membership

  

  Business Response

  Date: 03/20/2024

  Hi ********,

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

  Your first purchase with Grove Collaborative was on 11-1-2018 which is when your *** trial membership began.

  Your Grove account is made up of two optional services - automatic shipments and a *** membership.  When you contacted us on November 24, 2018, regarding your automatic shipments, we canceled the automatic shipments on your account and  we reminded you that you were enrolled in our *** trial and that your trial would end on 01/30/2019, at which point you would have the option to renew for $19.99 for an entire year of free shipping, four full-sized free gifts, and early access to special promotions. Please see the attached correspondence. 

  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 stating you could cancel and how to do so.

  You recently contacted our team on 3-1-2024 regarding your membership. Our team assisted you in canceling the *** membership on your account and you were fully refunded for the 2024 fee. ($19.99) Since the prior charges were beyond our 30 day refund policy, we additionally credited your Grove account $80 for the prior renewals. Any credit on your account will also be visible in your cart (www.grove.co/go) and will be automatically applied to your next order with us.  Your credits will never expire.

  If you have further questions regarding your account, please contact our Customer Happiness team at ********************************* and we will be happy to assist you.

   

  
  Sincerely, 
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:02/05/2024

  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.

  On October 30, 2020, I ordered $22.97 worth of products from Grove. The terminology was and is that I *may* be enrolled in a VIP annual subscription. It turns out that I was enrolled in an annual renewal of VIP membership. I no longer wanted to purchase anything from Grove. It is mail order and I became homeless, with no reliable mailing address. I moved to another state and stayed with someone for a few months where there was no safe way to accept a delivery. I was charged in 2021, when I was going through domestic abuse and diagnosed with extreme anxiety and depression. I had no capacity to notice this. I was getting an email from Grove every other day, so I didn't notice the ones that said i was about to be charged. I bounced around to 3 temporary places and landed in my new home June 2021. In January 2022, my cat was dying, and i missed the renewal email in the mess of grove emails. In 2023, I started a new medication for a disability, and I finally got to cleaning out grove emails from Gmail. On Jan 16, 2024, when I finally noticed one of these notices that I was about to be charged, I tried to login, but it made me reset my password and I lost track. Finally, today, Feb 5, I luckily saw this annual charge to my credit card and it took me about 20 minutes to figure out how to navigate the website to cancel "VIP". I've spent ****** on $23 worth of products over 4.5 years. I would like my ***** returned to me via credit card, or, preferably, check in the mail, since I'm cancelling this credit card.

  

  Business Response

  Date: 02/21/2024

  Hi *****,
  
  
  Thank you for reaching out to us and giving us the opportunity to address your concerns. We see that you contacted our Customer Happiness team on February 5, 2023, regarding the *** annual renewal charge.  Our team canceled the *** membership and you were refunded $19.99.

  The description about our *** Trial is included in our welcome messaging during a customers account set up and is fully described in our Terms of Use.  We additionally send reminder emails when a customers trial period is ending as well 3 email reminders prior to each renewal date. We have confirmed that these were sent to the email address on file for your account. 
  
  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 canceled 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 ********************************** Three days before your renewal date you should have received an email stating you could cancel and how to do so.
  

  We are truly sorry to hear about your recent life hardships and as a one-time courtesy we have also refunded the January 17, 2023, renewal for $19.99.

  
  Additionally we have deactivated your account and removed your form of payment as you requested from us in February,  If you need any further assistance, please reach our to our Customer Happiness team at ********************************** 

  
  Sincerely, 
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:12/01/2023

  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.

  I made what I thought was a one time purchase from this company and now they send me emails as if I have a monthly subscription. When I log in to their site, there is no record that I have a subscription and no way to end these emails.I WANT NO SERVICES OR GOODS FROM THIS COMPANY AND FOR THEM TO STOP EMAILING ME!!!!!I see from others that they have had the same very deceptive practices of creating a subscription out of a one-time order.STOP NOW!!!!

  

  Business Response

  Date: 12/12/2023

  Hi ********,
  Thanks for giving us the opportunity to address your concerns.

  We see that you contacted our Customer Happiness team on 12-1-2023 for the account (narv***[email protected]) to unsubscribe from our email list. Our team responded to your request and removed you from our mailing list. Our team also assured you that you had no active subscriptions on this account. You additionally contacted our team on 12-3-2023 for the account (*************************) which was a new account that was set up on 11-3-2023 when you placed your first order with us. 

  Per our Terms of use, following your first purchase with Grove Collaborative, you automatically may be subscribed to the Grove Collaborative Subscription and it will renew automatically for additional intervals unless you cancel auto-shipments, modify your ship date, or remove or unsubscribe to product(s) in your Grove Collaborative Subscription. These services are optional and may be canceled at any time.

  Being a member of Grove comes with two customizable features: VIP Membership and Flexible Monthly Shipments. These optional features can be used exclusively or combined to meet your personal needs and preferences. When you first purchase with Grove, there are a couple of prompts that explain our services before you complete your order. Our subscription terms are also disclosed in your cart right before checkout. 

  We also send scheduled order reminders to let you know when your scheduled order date is nearing. Our Customer Happiness team canceled and fully refunded you for your unexpected order and canceled any recurring services on your new account as well as unsubscribed you from any further marketing emails. If you need any further assistance with your account, please reach out to a member of our team at *********************************.  We're always here for you. 
  

  Best,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:11/15/2023

  Type:Customer Service 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 a pending charge of $21.39 for products from Grove Collaborative that I have not sought products from for years. Im respectfully requesting that my personal/ payment information be removed from this company as theyve proven they cannot be trusted. I am also requesting that all other charges be returned to me as I dont believe I have ever bought items from them. This action shows dishonesty and greed and reflects poorly on the image of Grove Collaborative. I do not want to be contacted or charged or be affiliated with them after this issue is thoroughly resolved.

  

  Business Response

  Date: 11/21/2023

  Hi *****,
  
  Thanks for giving us the opportunity to address your concerns.

  Upon reviewing your account, you were charged $21.39 on 11-14-2023 for your *** annual renewal. *** is an optional yearly membership that gives you great perks, like free shipping on all orders over $29, full-size gifts, early access to new products, and exclusive sales. This is a part of your account that is separate from your shipments. Your *** membership was still active which is why this renewal was charged. 
  
  Per our Terms of Use, Grove Collaborative is primarily a subscription service. On a recurring basis at intervals set forth on your Account Settings Page or as otherwise selected by you, we automatically charge your stored method of payment for your purchase of products in the ***************** and ship those purchased products to you (the Grove Collaborative Subscription). 
  When you first ordered, you also enrolled in a Free 60 Day *** Trial, which ended on 11-12-2021, at which point it renewed for $19.99 + applicable taxes for a year of ***. This program includes free shipping for all orders over $29 (carbon-neutral, of course), four full-sized gifts, and early access to special promotions.  
  
  The description about our *** Trial is included in our welcome messaging during a customers account set up and is fully described in our Terms of Use.
  
  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 ********************************** Three days before your renewal date you should have received an email stating you could cancel and how to do so.
  
  You have now been refunded for the most recent renewal and the *** membership has been canceled on your account. You should see the refund back in your statements within a few business days.  We are unable to refund the other previous charges as they are outside our refund window per our policy.

  Additionally, we have canceled the automatic shipments on your account so that no further recurring charges will be processed.  You are welcome to adjust any settings in your account at any time by logging into your account and going to your account settings.
  
  Please contact our Customer Happiness team at ********************************* if we can assist you further. We would be happy to help!
  
  Best,
  Grove Collaborative