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:10/11/2022

  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've been a Grove cust since 04/2022. They offered &I accepted a *** Membership @ $20 a year, & renewed it in 2021 & 2022. Grove wrote the terms of the contract. The PRIMARY benefit to me of the *** Membership is supposed to be that I get "Free Shipping" as long as I make reg orders of at least $29. I'vekept my end up. However, Grove has decided to "sneak in" a shipping charge, despite promising "Free shipping," of an additional $2.99. They labeled it a "Supply Chain Fee." When I saw it added to my Sept "Cart," I immediately contacted them. They claim I should have rec'd an email in August to advise me of the charge, but I didn't. Their canned respsays: "Along with many other ********************** we made the difficult decision to add a small Supply Chain Fee to all orders. This flat fee allows us to continue delivering orders using sustainable practices, maintain our commitment to fair wages, and avoid raising the prices of your favorite products. This wasn't an easy decision and we're happy to hear feedback from our customers..." I don't accept this resp but I have tried to work to resolve w/Grove w/o luck. The *** Contract they offered clearly stated that I was to get free shipping for the year (on their website, they have since changed the "shipping" FAQ to say "Our flat rate $2.99Supply Chain Fee is also added to each order,including *** orders.." This is new & further proves this fee is a shipping fee). Everything says the "Supply Chain fee" is a shipping fee. The allegation of avoiding raising the cost of products is untrue. I believe if Grove feels they didn't charge enough for the *** Membership to "continue delivering orders using sustainable practices," then they need to wait until the contract renews, & then adjust the cost; not add a fee mid-way through my year. They refuse to even give me a valid response or to honor my request for a phone call. I just want the truly free shipping they promised. I feel they are acting unethically

  

  Business Response

  Date: 10/20/2022

  We understand from the submission to the BBB that there may have been some misunderstanding regarding recent changes that Grove Collaborative has implemented on its website located at https://www.grove.co. We appreciate the opportunity to address these concerns.  Specifically we provide the following:
  
  

  At Grove Collaborative, we strive to make buying eco-friendly products for ones home simple and fun and at competitive prices.  As a result of the pandemic, Grove Collaborative (like so many other companies) experienced pricing pressures and higher costs across its entire supply chain.  Our suppliers increased prices of materials, our third party brand partners increased prices of the products we offer on our website - often multiple times in a year, fair labor costs rose and logistics costs increased.  While we have had to raise prices on some products, these price increases do not represent all of the cost increases we have faced.  At the same time, we have maintained and even lowered prices of some products where feasible, thereby continuing to absorb costs in our supply chain.  In order to address increasing costs of our operations in a different way - we introduced the Supply Chain Fee.  The Supply Chain Fee is $2.99 per order and is charged to orders for all customers - whether they are *** members or not.  This fee is separate and distinct from any shipping fee.  In addition to the Supply Chain Fee, customers that are not *** members are also charged a shipping fee to cover costs of shipping the order package to their shipping address.  As a benefit of the *** membership, *** members are not charged shipping fees for standard orders (that meet the published minimum order level). We value our customer relationships and take care in how we introduce changes to our service and offerings.   We note that the Terms of Use which govern the terms of sale with our customers expressly provide that Grove Collaborative may change its business offerings without notice. We have attached the portion from the Terms of Use where this is stated. 

  Despite this express condition and in an effort to be as transparent as possible with all of our valued customers about the new Supply Chain Fee charge, we provided advance notification by email and on our site, such as the one that we attached. 

  While our business records indicate that this notice was designed to issue to all active customers, we understand that you believe that you did not receive a prior notice.   To address this inconvenience, we would like to offer you a 12-month *** membership free of charge, which you can claim by following this link https://www.grove.co/get-vip-nr-365 

   Regarding the concerns of out of Stock Products.  While it is true that during the height of the pandemic, we experienced higher than normal inventory challenges, since then, our stock levels have greatly improved and are now similar to pre-pandemic levels.  We understand that being unable to source a desired product can be frustrating.  To minimize inconvenience, Grove Collaborative strives to communicate stock availability challenges with our customers to enable them to adjust their orders before shipment to help us maintain delivery practices that minimize environmental footprint.  For this reason, we avoid the environmental impact of shipping single items or making multiple shipments for a single order.  We do include replacement products in customer orders where possible. Some examples of our pre-shipment stock alerts include:
  Notify me feature on the website allows a customer to request to be notified when the desired item is back in stock. Shipment Reminder emails (that go out 7, 5, 3, and 1 day before an upcoming shipment) are designed to show when items in the customers cart are out of stock so that the customer can make changes in their order and select alternative products.. 
  "Low in Stock" emails are proactively generated by Grove Collaborative when items in a customers cart are getting low in inventory. We aim to offer several opportunities for customers to make changes in product selections that are out of stock before orders ship.  We  identified several examples of these communications that have been sent to the email associated with your account, including a Low in Stock email in August 2022.  There are occasions when an item is in stock at the time a customer places an order, but due to popularity, becomes unavailable when the customers order is being assembled for shipment.  When this happens, Grove Collaborative will gladly issue a credit for the amount of the price of the unavailable item.  If you have recently been affected by an item missing from a shipment because it was out of stock, please let us know so we can issue you a credit.

  Regarding concerns with changes to ***.  Grove Collaborative strives to offer high quality and relevant products and services.  The *** program is no exception.  To keep the *** membership program fresh and valuable to our customers, Grove Collaborative routinely adjusts its features and benefits. More often than not, adjustments introduce added benefits and convenience, such as the recent free gift or $5.00 credit offer from August 2022.
  In order to support our efforts to reduce our environmental impact with responsible shipping practices, the *** program maintains an order minimum.  These order minimums have indeed changed 2-3 times over the last two years.  As indicated above, Grove Collaborative retains the right to make adjustments like these in its service.  We believe that the value of the program including free shipping, free gifts, exclusive discounts and other member only benefits for $19.99 per year far exceeds the modest change in *** order minimums.   Nonetheless, as noted above, we wish to acknowledge any inconvenience you may have experienced and have offered you a 12-month *** membership free of charge. We understand that you have contacted Grove's *************************** and requested to have your *** membership cancelled which was successfully done so on 10/8/2022 

  With this additional information, we trust that you will better understand the background and intent of the Supply Chain Fee as separate and distinct from our *** program and shipping fees.  We look forward to continuing to serve you.
  

• Initial Complaint

  Date:09/08/2022

  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.

  Three weeks ago Grove offered a free package of products.Now I've found that they signed me up for a subscription, which I did not approve.I can't cancel or delete my credit card information or my account.

  

  Business Response

  Date: 09/16/2022

  Hi *****,

  When you contacted Grove Collaboratives **************** team on September 8, 2022, they have provided you with all the information needed to request to remove any collected data. You can submit your request here https://privacy.grove.co/ . In addition when you received your reply from the **************** team they had informed you your account was deactivated at that time as well, and is still deactivated at this time. 
  

  If you would like to read the privacy policy for information relating to collection, use, storage and disclosure of your information. The Grove Collaborative privacy policy is incorporated into and is subject to this Grove Collaborative Terms. You can read the Grove Privacy Policy here https://www.grove.co/privacy 
  

  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.
  
  At this time you were not charged for anything additional, such has a membership fee, additional orders, etc. except for your first order which you placed through the Grove website on 8/15/2022 after creating an account to do so. 

  Groves free gift sets for new customers do require a minimum purchase. This is outlined in the welcome offer on the website when it brings you through how Grove Collaborative works before you are able to browse the site. You can read more about that here https://community.grove.co/hc/en-us/articles/6887329852308-How-do-I-get-a-free-starter-set-
  

  The Grove Collaborative team would be more than happy to to help you further with your request for a return and refund as stated in the refund policy (https://www.grove.co/policies/#refund-policy) Please contact the Grove Customer Support team with that request by submitting an email to ********************************* 

  Customer Answer

  Date: 09/16/2022

  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:08/25/2022

  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.

  Transaction ID ************************************** has taken money out of my account without my consent @ ***** three times and I want a refund and for them to never do this again.This happened in 2019 and I thought I had solved the problem, I don't know how they got my information.Please help!

  

  Business Response

  Date: 08/26/2022

  Grove Collaboratives Refund Policy can be found here https://www.grove.co/policies/#refund-policy, in it, it is noted; 

  
  "If you enroll in the *** Program through a trial membership, at the end of the trial period we will automatically charge you a one-year subscription fee (plus applicable tax based on your zip code) using your stored method of payment, and your membership will renew each year thereafter, unless you cancel your trial prior to the end of the trial period. If you cancel your trial, you will be charged applicable shipping fees with your future orders under $49."

  "If you sign up for the *** Program, you authorize us or our Payment Processors to charge your payment card for the applicable *** Program subscription fee and applicable tax (if any) on an annual basis until you cancel. The *** 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 *** Program fees based on your delivery location and will be added to your annual subscription, if applicable."

  "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 *********************************."
  

  You have been refunded the most recent *** renewal fee on August 25, 2022 of $21.39 when you contacted Grove Collaboratives Customer Support.

  Three days before your free *** trial was up you should have received an email stating you could cancel and how to do so. 

  
  At this time additional refunds are unable to be processed due to the Terms of Use stated above and attached. The Terms of Use was agreed upon at time of first purchase and creation of account on Grove Collaboratives website.
  

  
  

• Initial Complaint

  Date:08/11/2022

  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 just learned that Grove Collaborative has been making unauthorized transactions from my bank account since 2020. I happened to notice a transaction on my bank account and called the number. After calling, I learned that they have been taking money out of my account without my knowledge. I consider this fraudulent and theft. They are willing to reimburse me for the most recent transaction since they were caught. However since I did not catch the unauthorized transactions over the last two years, I was told that I could not be reimbursed due to it being over 30 days. I was never notified that this was being done to me. I did place an order once two years ago. I have never made a purchase since. I consider this unethical and doubt that I am the only person that they have done this to. This company stole from me. They should not be allowed to get away with this just because they weren't caught.

  

  Business Response

  Date: 08/12/2022

  Hi Crystal, 

  Apologies that you feel like there were fraudulent charges. The charges that were mentioned in the complaint were for Grove Collaboratives *** Membership.  

  Noted in Grove Collaboratives Refund Policy found here https://www.grove.co/policies/#refund-policy, it is noted; 

  
  "If you enroll in the *** Program through a trial membership, at the end of the trial period we will automatically charge you a one-year subscription fee (plus applicable tax based on your zip code) using your stored method of payment, and your membership will renew each year thereafter, unless you cancel your trial prior to the end of the trial period. If you cancel your trial, you will be charged applicable shipping fees with your future orders under $49.

  
  If you sign up for the *** Program, you authorize us or our Payment Processors to charge your payment card for the applicable *** Program subscription fee and applicable tax (if any) on an annual basis until you cancel. The *** 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 *** Program fees based on your delivery location and will be added to your annual subscription, if applicable.

  
  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 free *** trial was up you should have received an email stating you could cancel and how to do so. 

  
  At this time additional refunds are unable to be processed due to the Terms of Use stated above and attached. The Terms of Use was agreed upon at time of first purchase and creation of account on Grove Collaboratives website.
  
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17705505
  
  I am rejecting this response because: this membership is designed to cheat people out of their money. Money was pulled out of my account without notification. This is a fraudulent practice. The fact that i didn't catch the withdrawals in 2020 and 2021 does not excuse the theft. If I had not caught the 2022 then you would have continued. How many people have you stolen money from and gotten away? You saw fit to continue to charge me yearly when I never placed an order. 

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

  

  Business Response

  Date: 08/16/2022

  As stated in the Return Policy, previously mentioned and attached again; 

  
  If you enroll in the *** Program through a trial membership, at the end of the trial period we will automatically charge you a one-year subscription fee (plus applicable tax based on your zip code) using your stored method of payment, and your membership will renew each year thereafter, unless you cancel your trial prior to the end of the trial period. If you cancel your trial, you will be charged applicable shipping fees with your future orders under $49.
  If you sign up for the *** Program, you authorize us or our Payment Processors to charge your payment card for the applicable *** Program subscription fee and applicable tax (if any) on an annual basis until you cancel. The *** 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 *** Program fees based on your delivery location and will be added to your annual subscription, if applicable.
  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 *********************************
  

  Your first purchase with Grove Collaborative was on 2020-05-23 which is when your *** trial membership began and when approval of Grove Collaboratives Terms of Use occurred. Before your *** membership was about to renew for the annual charge, Grove emails you to notify that this is about to happen, which is a notice of the charge that is about to occur. 

  
  You have been already been refunded the most recent *** renewal fee on August 11, 2022 of $21.24 when you contacted Grove Collaboratives Customer Support.
  

  At this time we have exhausted all resources to resolve this matter.
  

  
  

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17705505
  
  I am rejecting this response because: I placed a one time order with the company. I do not believe that I signed up for any membership. I have no reason to apply for a membership when I was not placing any orders. This company attempted to charge me three years in a row when I was not purchasing anything during this time period. Why should I pay for a membership that gave me free delivery when I was not placing any orders? This company did not notify me of any future charges/billing coming up. The money was removed from my bank account without my knowledge or any type of notification. I never received any emails regarding the withdrawals. It wasn't until I recently caught the bank withdrawal that I became aware of this happening. This is an unethical business practice designed to cheat people out of money. Their response to me is: it took you longer than 30 days to request for the money to be returned therefore we are not giving it back. I'm sorry but this company stole my money. I should not be penalized when I did not have any knowledge of the theft at the time it occurred. How many people have been scammed this way? I want the money that was removed/stolen from my account returned to my account.
  
  Sincerely,
  
  *******************************