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:04/24/2025

  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.

  To put it succinctly, Grove has a zero star customer service team. I was an 8 ****** subscription customer for many years. A couple of months ago, I started receiving emails from both 8 Greens and Grove, stating that my account was going to migrate to **************************. This migration eliminated my subscription order, so I went onto the site, signed up, and placed an order on April 4th 2025. I received an email confirming the order but no shipping details other than they would be coming. On April 13th I reached out to customer service to ask when the product would ship. On April 19th I received a response stating Once your order is placed, it takes us ***** hours to pack up your shipment in our carbon-neutral facility. Once your box leaves our door, shipping usually takes between 2-5 days to arriveThey blamed the delay on website updates but didnt actually answer my question. I wrote back and stated that their typical shipping and processing times were clearly not in effect. They responded the same day saying they would escalate my issue to the appropriate team. It is now April 24th with no response. I have emailed once again to cancel my order. In fact, I would like to delete my account but there doesnt seem to be a way to do so online. I was able to cancel my VIP membership but thats it. I would like Grove to delete my account and information.

  Customer Answer

  Date: 04/25/2025

  Hello, 
   
  I filed a complaint today against Grove Collaborative. They actually just reached out to me via email to confirm my cancellation. However, there still does not seem to be a way to cancel my account online. I tried on both desktop and mobile and couldn't find any way to delete my information. Thank you.

  No, you can close it. Thank you. 

   

• Initial Complaint

  Date:04/21/2025

  Type:Product 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.

  All of the following happened today, 4/21/25: I received a warning from Discover that a new recurring charge had occurred. Since I knew I hadnt initiated any charges, I went out to look, and saw that Grove had filed a charge for $31.79, recurring. I immediately called Grove and after being on hold for about 10 minutes received a message that my call would be dropped, and I should ask for a callback. I immediately called requesting a callback, and none has come.

  

  Business Response

  Date: 05/01/2025

  Dear *****,
  Thank you for bringing this to our attention. We understand your concern regarding the recurring VIP charge of $31.79 that you noticed on April 21st.
  
  As we have been in contact with you via email, we want to assure you that we have addressed this issue. As a standard practice, we send out renewal reminder emails in advance of all VIP membership renewals to provide ample notice. These reminders would have been sent to your email address attached to your account prior to the charge. We have processed a full refund for the most recent VIP charge that occurred and issued a credit to your account for previous VIP charges.
  
  We sincerely apologize for any inconvenience you experienced while trying to reach us by phone. Please continue to communicate with us through our email thread if you have any further questions or concerns, and we will be happy to assist you.
  
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 05/01/2025

  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:04/17/2025

  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 had a subscription service with Grove Collaborative that I believe was set to bi-monthly delivery. I recently received a package off-cycle and itr contained several items that were removed from my order several months ago, charged to my credit card April 9th, 2025 in the amount of $77.84. I received an email apology on April 16th for the errors of recent orders. I tried to login to my account today to cancel my subscription and am unable to login. I tried to call and they ask customers to email ****************************** my email was bounced back. If you stay on the line, the recording ends and automatically disconnects. I need to return the order charged on April 9th, because these items were not wanted and previously removed from my recurring orders. I need my subscription cancelled. I need resolution of some kind. I am unable to login, so don't have any of my information surrounding my account. The tracking number on the April 9th order is 1Z923AX3YW52803756

  

  Business Response

  Date: 04/25/2025

  *****, 
  
  Thank you for bringing these issues to our attention. We understand your frustration regarding the unexpected shipment charged on April 9th, 2025, which resulted from a known systemwide error on all Grove systems, and the difficulties logging into your account.
  
  To address these concerns, we are actively working with you via email. We are facilitating the return of the order charged on April 9th for $77.84, and the refund will be processed once the dispute clears. We have also confirmed that your subscriptions have been successfully canceled. Additionally, our team is actively working with you through email to diagnose and resolve the login issues you are experiencing with your account.
  
  If there's anything else we can help with please feel free to reach out to Community Happiness at **********************************************************. 
  
  Sincerely,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The app is unusable. I can add things to my cart but viewing my cart doesnt happen. It takes forever to reload and then refreshes every two seconds. I cannot confirm anything in the cart and dont cant to be charged. I could use the desktop site but why when I am offered the convenience of the app? I would like to use Grove but if their app constantly is broken then what is the point?

  

  Business Response

  Date: 04/22/2025

  ********,
  
  Thank you for sharing your feedback regarding the app's usability. We understand your frustration with the issues you're experiencing, including difficulties viewing your cart, slow loading times, and the inability to confirm your order. We sincerely apologize for the inconvenience this is causing.
  
  Grove is working on making changes to our website. We have our engineers investigating these issues, but the resolution timeframe is currently unknown. We're hopeful these changes will be positive for all customers moving forward. While our team works hard on a fix for our app, we recommend using a web browser on your mobile device or desktop to access your Grove Collaborative account at *************************. This should allow you to manage your orders and account without issue.
  
  Your feedback is valuable as we continuously work to improve our app and provide a seamless experience. If you have any further details about the issues you're encountering, such as the specific device you're using or any error messages you might be seeing, please do not hesitate to reach out to our customer service team directly. They are available to assist with troubleshooting and can gather more information to help our technical teams address these bugs effectively.
  
  Be well,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/11/2025

  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.

  In March, i purchased 2 units of Method Laundry Pods from Grove Collaborative. I emailed them to ask about the price. Each unit was $22.00 and the same item on the Method sute was $10 cheaper. Grove informed me they woukd refund the difference if i provided proof. I provided proof 3 times in the email thread. Eventually, someone responded and said they only saw 1 unit purchased and credited my Grove account $10. I provided proof from their sites orders that i ordered 2 units. In the meantime, Grove charged me for my annual VIP membership. I waited for a week without resolution and eventually sent a message to cancel my membership and refund all money, including the $32 for the membership, and $20 for the product. I waited another week without ANY communication. And today I received notice that my account was refunded $32 for *** annual membership and nothing else. I have reached back out regarding the $20 that should be in my Grove account. I feel like i am getting nowhere and I need someone else to assist. This whole interaction has been going on for over a month. I had no intention of cancelling my membership but feel i was not left with any other choice. And i no longer have access the benefits of the VIP membership (i.e. free shipping) to use the money left in the account.

  

  Business Response

  Date: 04/21/2025

  *****,
  Thank you for reaching out to us. We understand your frustration regarding your March order and the difficulties you've experienced in contacting our support team. We apologize for any inconvenience this has caused.

  We want to assure you that we have been working to address your request. As you know from our email correspondence, you have now been fully refunded for both of the Method Laundry Detergent Packs in your 03/18 order. I apologize that this wasnt provided to you sooner. I also want to add that the $20 in credit we initially provided is also still available on your account. This credit will not expire. 
  
  Were also sorry to hear that this experience caused you to cancel your membership. I want to assure you that you have been refunded for your most recent renewal, however the membership benefits should still be active on your account until the end of the billing cycle. If you do choose to re-purchase a membership after then, you should be able to do that as well.
  
  If there's anything else we can help you with, please feel free to reach back out to support any time at **********************************************************!
  
  Best,
  The Grove Collaborative Team
  

• Initial Complaint

  Date:04/09/2025

  Type:Product 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 April 4, 2025, I noticed a charge on my credit card of $32.46 by Grove Collaborative (a company me or my wife never heard of and we have not ordered from). I contacted Grove via email regarding the charge and asked for a refund. **** replied he couldn't find an account under my email address and asked for additional information, name/email/address which I provided on April 4 and since then has gone silent. I searched my account for ********************** and found no purchases from this company. I did find they charged me around the same time in 2023 & 2024 the amount of $21.64 that I missed, and now in 2025 $32.46 that I finally questioned and no idea what it's for. I wasn't made aware of any charges beforehand. I find it disturbing they can't find any account of mine and yet they have my credit card info and that doesn't stop them from making unauthorized charges. I want a refund and my credit card info deleted from their system along with any other information of mine.

  

  Business Response

  Date: 04/17/2025

  Thanks so much for bringing this to our attention! Upon further review, it looks like we have been able to take care of this for you. To address your concerns, we have taken the following actions: a full refund for the membership charge to your daughter's account has been processed and should reflect in your account shortly. We've also confirmed that there are no other active services on this account that will incur future charges. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************. Alternatively, you may reach us by phone Monday through Friday at 1-844-GROVE75 ***************).
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 04/21/2025

  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:04/06/2025

  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.

  Grove fraudulently charged my credit card 3 years after my initial purchase for a membership fee that: 1. I did not sign up for, 2. I have not been charged for at any other point in the 3 years since I made an initial order, and 3. On an account I havent touched since that initial purchase. I disputed it with my credit card and then received an email from them. And this is where the shady practice that took place gets worse. They said they sent renewal notices and that they were, so sorry if that was missed! As a way of blaming me for a charge 3 years after my initial purchase, with absolutely no purchase or charge in between. Upon reviewing the email account that I havent used in 3 years, I found 2 individual emails from them, both in only March of this year telling me about a renewal. I have not heard from them before now, so I am baffled as to why I am suddenly renewing something I did not initially sign up for.When I asked for records of my purchase history because it is completely empty online they said: We recently updated our system last month and prior orders have not fully transferred over yet. Our team is actively working on getting this resolved.This leads me to believe that when they updated their system, it reactivated an old purchase and created a VIP account. Then they fraudulently charged a card that they have not had permission to touch in (again) 3 years.I cannot get ahold of them for anything beyond boiler plate messages that say I was warned and should have canceled my ********** card dispute was approved, so I didnt lost money in the end, but if I had missed the charge, they would have successfully illegally used my card entirely against my knowledge. I wouldnt trust this company with my card number ever again, because it is clear that they keep it on file with indefinite access to fraudulent charges. Highly dissatisfied. And again, I cant talk to anyone because they say they are not accepting phone calls right now.

  

  Business Response

  Date: 04/17/2025

  *******,
  Thank you for reaching out to us. We understand your frustration regarding the recent charge and the circumstances surrounding it. We want to confirm that we have accepted your dispute as of April 4th after corresponding with you over email. You should see the corresponding credit reflected in your account according to your credit card company's processing timelines. Our records indicate that you initially placed an order and enrolled in our VIP Membership January 6, 2022. Our records also indicate that a recent renewal reminder was sent to the email address on file on March 6, 2025 prior to the charge. We are sorry if this was missed. For your peace of mind, we have also removed your credit card information from our system. This will ensure that you will not be charged again in the future. While your dispute has been approved, we recognize that this does not resolve the underlying concerns about our communication and billing practices. We are taking your feedback seriously and will be reviewing our procedures to ensure greater clarity and transparency for our customers. If there's anything else we can help with please feel free to reach out to Community Happiness at **********************************************************.
  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/06/2025

  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.

  Hello,I have been trying to gain access back into my account, where I have a VIP membership. The Grove app updated on my phone, logging me out. My account is tied to an email that I have lost access to. I have submitted two tickets and have not received a human reply from Grove. My first ticket was submitted on March 25th. Today is April ****** not tell me to call **************. Calling this number only leads to a registered voice message saying that phone customer support has been disabled by ********************. There is literally no way to get in contact with this company other than submitting a ticket through their website, which they are ignoring.This level is customer support is unacceptable. Please reply to my ticket and update the email to my account so that I can log back in. Thanks,****

  

  Business Response

  Date: 04/17/2025

  ****,
  Thank you for bringing your account access issue to our attention. We understand your frustration with being locked out of your account and the difficulties you've experienced in contacting our support team. We apologize for any inconvenience this has caused.We want to assure you that we have been working to address your request. As you know from our email correspondence, we have updated the email address associated with your account to the correct one, as you requested. This should now allow you to log back into your account.If there's anything else we can help you with, please feel free to reach back out to support any time at **********************************************************!

  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:04/02/2025

  Type:Delivery 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.

  Orders from March 29, 2025 - I went in to their app to process my order earlier than the subscription processing date (which I have done for as long as I've been a member with this company and never previously had issues). It glitched multiple time and never gave me an order confirmation, so I proceeded in just updating the subscription processing date to the following day (March 30). That night I receive two order confirmations with the exact same items which immediately makes me concerned and sure enough, they charged my card THREE times with the same order. **************** (which I am now aware they must not even have) should have flagged this when they saw three of the same orders processed on the same day and contacted me. I called but their phone lines are down, I have emailed three times, tried their text support line (shocker, that doesn't work either), and have yet to hear from anyone. I now have three boxes of product, unopened, sitting in my house because I want two of the three boxes returned and my money back. I am incredibly frustrated!

  

  Business Response

  Date: 04/11/2025

  ********,
  Thank you for bringing the issue with your multiple orders from March 29th to our attention. We understand your frustration with the duplicate order confirmations and charges after attempting to adjust your subscription date.

  We acknowledge the difficulties you experienced in reaching our support team through various channels, and we sincerely apologize for the lack of immediate response. As we are currently working with you via email, we want to assure you that we are committed to ensuring you receive a full refund for the two unwanted orders.

  Given that you have also initiated disputes with your bank, we are coordinating with you via email to ensure the refund process is as smooth as possible once those disputes are cleared. We appreciate your patience as we work to resolve this with both you and your financial institution.

  Sincerely,
  The Grove Collaborative Team

  
  

  Customer Answer

  Date: 04/15/2025

  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:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked for several weeks for my account to be deleted. I jump through all the hoops and had to request a delete button be placed on my account so I could delete my account. After a week the button appeared but does not work. They state that a ticket has been submitted to their tech team but after two weeks nothing. No follow up, and when I ask again its like they have no record of my complaint. I just want to delete my account.

  

  Business Response

  Date: 04/11/2025

  Gizelle,
  Thank you for your continued patience regarding your account deletion request. We understand your frustration with the process and the delay you've experienced.
  We want to confirm that we are actively working on your request to delete your account and all associated data. As we previously communicated to you via email, this process can take up to 45 days to complete as it involves a thorough removal of your information from our various systems to ensure compliance with our data privacy policies.
  We acknowledge that the initial deletion button did not function as expected, and we apologize for the additional steps and the subsequent delay. The ticket you mentioned has been submitted to our tech team, and we are monitoring its progress closely. While we understand your concern about the lack of immediate updates, please be assured that your request remains a priority.
  We appreciate your understanding and will continue to keep you informed of any significant progress regarding the completion of your account deletion.
  Sincerely,
  The Grove Collaborative Team

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23149907
  
  I am rejecting this response because: it is not acceptable you have had plenty of time. Delete my account I jumped through all your BS hoops. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/21/2025

  *******,
  Thank you for following up. We understand your frustration regarding your request to delete your account and apologize for any inconvenience this has caused.
  
  We want to assure you that we have been working to address your request to delete your account and personal identifiable information. We have been in contact with you via email to outline the process and the timeline. Please know that there is a protocol in place to handle these requests. As you received via email, your deletion request will be completed no later than June 20th and you will be informed when the deletion process is finished.
  
  If there's anything else we can help you with, please feel free to reach back out to support any time at **********************************************************.
  
  Best,
  The Grove Collaborative Team