ComplaintsforGrove Collaborative

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

• Initial Complaint

  03/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

*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. ↩