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:11/09/2023

  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 submitted a one time order for product without any issue. One month later the business auto-orders product for me, totaling $50.95. I did not authorize automatic orders. I also cannot delete my account, clear my credit card information or remove my address. I cannot even change my address!

  

  Business Response

  Date: 11/21/2023

  Hi *****,

  Thank you for giving us the opportunity to address your concerns.
  
  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.
  
  During the first checkout, the information about our automatic shipments is also disclosed on our checkout page. (Screenshot attached for reference) This is a completely optional part of your account and automatic shipments are not required to be a Grove customer.

  We see that you contacted our Customer Happiness team on 11-9-2023 via email regarding your unexpected order.  Our team canceled and refunded the order as well as unsubscribed you from product subscriptions so that no further recurring orders will occur on your account going forward.

  If you wish 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 your Grove account and ordering with Grove.
  

  If there is something additional we can assist you with, please reach out to our team at *********************************.
  

  Sincerely,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:09/29/2023

  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.

  Deceptive ads on social media. They claim its a free offer, then you have to purchase something. Then they sign you up for repeat monthly charges. I recommend everyone report to the *** and local AG office. Also, so people know. The BBB is not a gov ******* it is a private business. These companies pay the BBB to be on there and have A+ profiles like Grove has. Many don't know this about the "BBB"

  

  Business Response

  Date: 10/11/2023

  Hi PJ,

  
  Thanks for allowing the opportunity to address your concerns. We appreciate feedback like yours in order to continue to improve our products and services.

  Our free gift sets for new customers do require a minimum purchase. This is stated on the homepage of our site before you even start shopping. It is also stated again when you view our offers page. Please see the attached screenshots for your reference. There is also additional information about claiming a free starter set with your first order in our FAQS. You can find out more here: ************************************************************************************************************.
  

  We also wanted to mention that You are always in control with Grove! You can edit the items in your cart, update your product subscriptions or change the date of your next shipment (carbon-neutral, of course) any time. The frequency of when our customers wish to receive their shipments is completely optional and customizable! You can learn more about how to customize your shipments here: ********************************************
  

  If you decide to shop on our site again and still have questions about our services, our Customer Happiness team would love to assist you! Please reach out to us anytime at *********************************.
  

  Sincerely,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:09/25/2023

  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.

  Deceptive practices - you place an order and they automatically subscribe you for recurring orders and take $ out of your bank account unauthorized. Its a dirty trick.

  

  Business Response

  Date: 10/01/2023

  Hi *****,

  Thank you for giving us the opportunity to address your concern.
  
  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. 
  
  During the first checkout, the information about our automatic shipments is also disclosed on our checkout page. (Screenshot attached for reference) This is a completely optional part of your account and automatic shipments are not required to be a Grove customer.

  We see that you contacted our Customer Happiness team on 9-25-2023 via email regarding your unexpected order.  Our team canceled and refunded the order as well as unsubscribed you from product subscriptions so that no further recurring orders will occur on your account going forward.

  If there is something additional we can assist you with, please reach out to our team at *********************************.
  

  Sincerely,

  Grove Collaborative

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  There was a data breach, although they have not told their customers this. I had someone get into my account, change the address, phone number, and password. Unfortunately, I had to wait until the next day to contact them as they don't take calls after 5 pm. Thankfully my credit card company stepped in and took care of the 4 charges. I completed their online for for contact and no one really contacted me until the next day and at that point, my credit card took care of everything. Since then, multiple accounts of mine have been hacked, or attempted hacks including my email because they are trying that password. After they hacked my snapchat was when I realized it wasn't just a random thing but a data breach. Thankfully I changed all my passwords on every single account I could think of and I continue to get emails from different accounts stating someone is trying to get into my accounts or trying to change my password. When I contacted Grove about deactivating my account altogether (which is not an option on their website) I told the person what had happened and they had no empathy or anything just cold. Not even a "I'm sorry that happened to you" , whether it was their fault or not. Just awful customer service. Honestly loved the company until this situation and will never work with them again as it's not safe.

  

  Business Response

  Date: 09/18/2023

  Hi ********,

  
  Thank you for giving us the opportunity to address your concerns.  We take customer security very seriously and are truly sorry to hear that your account was compromised by a bad actor. 
  While reviewing your account, we see that we initially informed you via email that there had been a change to your shipping address on 8/22.

  You did initially contact us after our current phone hours. We are available via email and live chat when we are not available via phone. We see that you sent an email to us at 6:43 PM on 8/22 and one of our representatives replied to your issue at 6:50 PM on 8/22. They apologized for the occurrence, immediately canceled and refunded you for the suspicious orders that were placed on your account, and advised you to reset your password. They additionally forwarded your issue to our internal fraud team for further review.

  Our team got back in touch with you at 8:44 the next morning, reset the password on your account to prevent any further charges, and provided you with the information about how to submit a data deletion request.

  Your account has been deactivated per your request. If you have additional questions relating to your account, we would be happy to assist you. You can contact us anytime at *********************************.

  Sincerely,

  Grove Collaborative
  

  
  

• Initial Complaint

  Date:09/06/2023

  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.

  Hi, I just went into this website for the first time a short while ago to find non paper wash cloths. As soon as the site was brought up, it was loaded with items for checkout for which I NEVER ordered. This is an extremely deceptive and illegal website. I have never had the experience of a website adding numerous items to your cart before you even added one item yourself. I just want this complaint on record for other unsuspecting people.

  

  Business Response

  Date: 09/18/2023

  Hi ****,
  

  Thanks for allowing the opportunity to address your concerns. We appreciate feedback like yours in order to continue to improve our products and services.
  

  Its possible that you clicked on one of our welcome offers while navigating through our site / app which then populated those items into your cart. Our free gift sets for new customers do require a minimum purchase. For more information about claiming a free starter set with your first order, go to: ************************************************************************************************************
  

  We also wanted to mention that: You are always in control with Grove! You can edit the items in your cart, update your product subscriptions or change the date of your next shipment (carbon-neutral, of course) any time. Learn more about how to customize your shipments here: ********************************************
  

  If you decide to shop on our site again and still have questions, our Customer Happiness team would love to assist you. Please reach out to us anytime at *********************************.
  

  Sincerely,
  

  Grove Collaborative
  

  
  

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20561868
  
  I am rejecting this response because clearly it is deceptive to preload 7 free items and then reload 7 more for which you never ordered and you have to pay for all 7 and then you need to cancel for the items you never originally and honestly added to your cart!  Do not fill in products people never ordered on your form!  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/27/2023

  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.

  My wife ordered one time from Grove Collaborative, but we werent impressed by the product and didnt order any more. However, though we didnt sign up for anything else, weve been shipped additional products and been charged for a $19.99 VIP membership. Attempting to cancel this online is not particularly easy. Weve used the contact form to deal with this, but it greatly bothers me that a business can do this with our credit card without our express consent. I see lots of similar complaints here and a patterned apology. Grove Collaborative - go beyond apologies and cease this practice. If this many people are falling victim to this, its you, not them.

  

  Business Response

  Date: 09/08/2023

  Hi ******,

  Thank you for letting us address your concerns. 

  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 VIP Trial, which ended on 3-31-2020 at which point it renewed for $19.99 + applicable taxes for a year of VIP. 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 VIP Trial is included in our welcome messaging during a customers account set up and is fully described in our Terms of Use.

  We attempted to pull up your account using the information you provided, but cannot find an account under the email address or the phone number listed in the complaint.  If you provide us with your shipping address, we will be able to look into the history of your account further and provide you with more clarification.
  We look forward to hearing back from you.
  
  
  Best,
  
  
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:07/18/2023

  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 voluntarily entered my credit card number to pay for shipping of my free gift. I got a box of cleaning products, not all of my choosing. It asked if I wanted a monthly refill. I was NOT doing that until I got the free gift. My free gift worth $35.00 arrived. I didnt want half the stuff, then I got notice my monthly order was preparing for shipping. I repeatedly called the number provided. I was told they have nothing to do with this, ****, ****, yada. But they took $75.00 out of my bank. My bank will not refund me unless I prove Its fraud. I can change my ATM number, which I might still have to do. But I cannot even access the online account, they can reach me, but I cant respond!!!

  

  Business Response

  Date: 07/27/2023

  Hi *****,

  
  Thanks for the opportunity to provide some clarification. Our free gift sets for new customers do require a minimum purchase which is described on the home page of our website. (Please see attached image for reference).

  
  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.  
  
  During the first checkout, the information about our automatic shipments is also disclosed on our checkout page. (Screenshot attached for reference)

  
  The order from 7-17-2023 processed, because automatic shipments were still active on your account. When you contacted our Customer Happiness team, on 7-18-2023 regarding the order, you were provided a prepaid shipping label in order to return the order for a full refund per our policy. 

  
  On July 20th, you contacted our Customer Happiness team by phone. Our team explained why this order was processed, resent you a prepaid shipping label, and attempted to assist you with resetting your password on the account.  Per your request, your account was deactivated so that no further charges will be processed.

  
  We see that you have disputed the charge and are unable to directly refund you due to the open dispute. To resolve this as quickly as possible, we have accepted your dispute and your bank should be issuing a refund for the charge. Please check with your bank directly for any timeline as to when the funds will be deposited back into your account.

  
  Please contact us at ********************************* if there is anything further we can assist you with regarding your account.

  
  Be well,
  Grove Collaborative
  

  
  

• Initial Complaint

  Date:07/05/2023

  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.

  Your app is worthless. It never works! Do better

  

  Business Response

  Date: 07/14/2023

  Hi ***,
  Thank you for bringing this to our attention and want to offer you the best user experience possible.
  We see that you contacted our Customer Happiness team in November 2022 regarding some issues you were having on the app. Our team provided some troubleshooting advice at that time.
  We would also suggest checking that you have downloaded the most recent version of the app for your device. 
  If you are still experiencing difficulty with the app, we would love to assist you!  This is an issue where it might be best to give us a call so you can let us know exactly what you are experiencing. 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 *********************************** or live chat to help with anything you may need!
  

  We look forward to hearing from you and thank you for being a customer!

  
  Best,
  ********************
  

  
  

• Initial Complaint

  Date:07/03/2023

  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 cancelled all subscriptions and memberships with The Grove Collaborative in 2020 but I noticed a charge on my ******************* 31, 2023 for $21.89. I called the credit card company to get help because my initial cancellation experience was nearly impossible, requiring multiple contacts on different platforms. They told me to contact The Grove but noted I had the same charge on same date in 2022. I called The Grove July 3 and was told it was my VIP membership. I told them I cancelled that and they said they could not credit it back to me, only cancel today for ****. I asked to speak to a supervisor and I have now been on hold 47 minutes. I should be credited back the amounts because I canceled everything in 2020.

  

  Business Response

  Date: 07/14/2023

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

  Upon reviewing your account, you were charged $21.89 on 3-23-2023 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 3-31-2020 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.

  
  You were charged annually for this membership on 331-2020, 3-31-2021, 3-31-2022 and 3-31-2023  because the membership was still active on your account.  You had canceled the shipments portion of your account on 7-13-2020, but the *** remained active.
  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.
  When you contacted our Customer Happiness team they provided credit for each of the annual charges and credited your Grove account $80. This credit does not expire and will automatically apply to your cart when you shop with us.
  You have now been refunded for the most recent renewal ($21.89). 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.

  
  Please contact our Customer Happiness team at ********************************* if we can assist you further with your account.

  
  Best,
  Grove Collaborative
  

  
  

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20269764
  
  I am rejecting this response because:
  My clear intent on 7-13-2020 was to cancel all of my dealings with The Grove Collaborative including *** membership.  I marked the many ads coming from them as spam because they just kept coming and the notifications of the yearly renewal subsequently went to spam. But I attempted to cancel every financial obligation numerous times in 2020 and when the automatic deliveries were cancelled in July of 2020 the *** also should have been cancelled. I would like a full refund of all *** charges since that cancellation date. Not a credit to order things I would not purchase but a refund. 
  Sincerely,
  
  ********************

• Initial Complaint

  Date:05/06/2023

  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 ordered few things off their website a month ago and somehow i got involved in a monthly membership i wasn't aware of. Suddenly I get a notification from my bank that 60.11$ (which is almost 3 times I spent on their website last time) got deducted out of nowhere! This is totally unethical. Currently the order is on processing stage. If someone from the grove is watching it, cancel my order which i didn't even place! And give me the full refund! I do not want the package as well as the membership!

  

  Business Response

  Date: 05/16/2023

  Hi ********,
  

  Thanks for giving us the opportunity to address your concerns.

  
  According to our records, you first ordered from ** on 4-5-2023. 

  
  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). We also provide disclosure in our welcome messaging upon checkout regarding our services.

  
  Your second order was processed with ** on 5-6-2023. You contacted our Customer Happiness team regarding your unexpected order on 5-6-2023 and the order was canceled and fully refunded ($60.11).  Our team also assisted you with turning off the automatic shipments on your account so that you wont receive any future automatic shipments. Attached is a copy of our correspondence. 

  
  If there is something else our team can help you with, please let ** know at ********************************* and we would be happy to assist!