Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  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 have been a VIP member for several years. All of a sudden the website does not work properly, the company has a phone message that indicates they are not reachable by phone, they are not responding to the emails I have sent over the past three weeks and they have my financial info on file and are free to charge me!At one point my basket filled with over $600 worth of merchandise that I did not place and with merchandise I had never used. Since they are not responding to my questions, I am concerned that an order will go through that I have no control over. Interesting they have restarted their ads via email but do not respond to customer concerns.I want my account closed and my financial information removed from their system. This has caused me a great deal of stress. The amount of time spent emptying my cart, calling my banks to try to prevent a charge, and attempting to contact Grove is ridiculous. And this all started with my initiating an order and finding the website wasn't working.

  

  Business Response

  Date: 03/25/2025

  ****,

  We sincerely apologize for the significant inconvenience and stress you've experienced with our website and customer service. We understand your frustration regarding the website's functionality, the lack of phone support, and the delayed responses to your emails. We also acknowledge your concerns about unauthorized items appearing in your cart and the security of your financial information.

  We recognize the severity of these issues and are committed to resolving them promptly. To provide you with the most personalized and effective assistance with your account closure and financial information removal, we are addressing your concerns directly via email. This allows us to provide a detailed response and ensure your requests are handled with the necessary attention.

  Please be assured that we are taking your concerns seriously and are working to resolve this matter. We understand the time and effort you have invested in attempting to contact us, and we are committed to providing you with a satisfactory resolution.
  Sincerely,
  The Grove Collaborative Team

• Initial Complaint

  Date:03/20/2025

  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.

  I have been a loyal and satisfied customer with ********************** for probably 8 years. I have spent a lot of money there. I never had any problems until about a month ago when they began having technical issues. They updated their app and it does not work. You literally cannot even make purchases because you cannot get onto the app. The desktop site had issues as well. It used to be easy to shop - open the app and you're in. Now, we have to enter our email and they send you a code to enter. So you have to exit the app, check your email, then open the app back up - except it has reset and there is nowhere to enter a code. I uninstalled/reinstalled 3x and still the same issue. I have contacted Grove several times. I received a few blanket emails stating how to use their new app. I am not stupid - I have done everything they tell us to do and it still does not work. I am not the only one having this problem - there are several complaints on the ****** Play store. Now, Grove is entirely blowing me off. Despite several emails, I have yet to receive anything from an actual person attempting to resolve this. I have followed their cancellation policy, which requires an email request, which I have done and have not received any acknowlegment. I am beyond disappointed because I really liked shopping there - but they have ruined it.

  

  Business Response

  Date: 03/24/2025

  ******, 
  We sincerely apologize for the frustrations you've experienced with our recent app updates, especially as a loyal customer of eight years. We understand the login and functionality issues you've described, and we regret the generic responses you received. We are actively working to resolve these technical challenges and improve the app's performance.
   
  To provide personalized and effective assistance with your account cancellation and app issues, we are addressing your concerns directly via email. This allows for a tailored response to your specific situation and ensures your account details  processed according to our policy.
   
  Please be assured we are not ignoring your concerns. We are committed to resolving your issues via email and appreciate your patience as we work to improve our services.

  Be well,
  Grove Collaborative

  Customer Answer

  Date: 03/24/2025

  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:03/15/2025

  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.

  Recently the company updated it's website and app. In the process all the discounted items I had in my cart disappeared, my "favorites" disappeared, most of my subscriptions disappeared but *most importantly* my entire order history - which included an invoice with an itemized list of what was purchased and the amounts disappeared. I need that information but every one of my requests has resulted in a canned response that does not address my needs and offers a bunch of run-around. I want the company to take responsibility and get those records to me.

  

  Business Response

  Date: 03/19/2025

  Hi *****, 
   
  We understand and sincerely regret the frustration you experienced following our recent website updates. We appreciate you bringing these concerns to our attention. Our customer service team has addressed your specific issues in detail through email on March 19th, providing the most effective solutions available at this time. We are committed to resolving any remaining issues and ensuring a positive customer experience.
   
  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, from 10:00 AM to 2:00 PM Eastern Time, at 1-844-GROVE75 ***************).
   
  Be well,
   
  Grove Collaborative

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23070364
  
  I am rejecting this response because:  This is the exact same run around and avoidance of taking responsibility that I have gotten in email repeatedly over the past 2 weeks. This is why I've turned to the BBB. In every case the canned response has been that they are trying to "fix" the problem but all the problems remain. Then this business suggests solutions that don't work. No, I can't access my previous order history because it's just not there. No, the discounted items I had in my cart have not been restored to my cart.  No, favorites can still not be saved. No, none of my extablished subscriptions have been restored and several of them require an initial purchase without the subscription price until the order after it. 
  
  And in all of this a simple heads up to customers prior to the change in the website would have given them an opportunity to check out what is in their cart and save important information.  
  
  Why is it taking so long to fix the problem? Are you actually working to fix it or is that just what you're going to keep telling us? 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/21/2025

  Dear Aspen, 

  We are requesting your assistance in resolving an escalating dispute with ***** *******, complaint ID ********. We have been actively addressing their concerns, which stem from issues caused by recent platform updates currently being resolved by our engineering team for all customers.

  Despite our efforts to communicate the ongoing nature of these fixes, ***** continues to demand an immediate, personalized solution that is not technically possible. We have a documented history of difficulties with this customer, including previous complaints and unresolved issues within our internal customer service platform, suggesting a pattern of persistent and potentially malicious behavior.

  We believe we have exhausted all reasonable avenues of assistance and are now unable to provide further support beyond our current efforts. We respectfully request your advice and/or intervention to help resolve this situation. We are prepared to provide detailed communication records and technical information to support our case.

  Thank you for your time and guidance.

  ****** ******** Senior Communications Coordinator Grove Collaborative | *********************

  
  

• Initial Complaint

  Date:03/15/2025

  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.

  I purchased a few products from this company through the internet. Recently, I received an email notification that I would be charged for and mailed an item from a subscription. I did not sign up for a subscription! I deleted the item from my account and emailed them about this. I have since received several emails that my item will soon be shipped. I have emailed the company several times to have them permanently delete my account. They continue to send emails that my order will ship soon, that they have upgraded their website and shopping experience, and that they are busy but theyll get back to me soon. I am not confident they will actually delete my account and there is no way for me to do it myself on their website. I have no faith in this business. I would like the business to contact me by email to tell me that my account has been deleted and for me to be able to confirm that.

  

  Business Response

  Date: 03/18/2025

  Hi ******, 
  We appreciate you sharing your recent experience with us. Last week, we launched significant behind-the-scenes enhancements to our site and app, designed to create an even more seamless and efficient shopping experience for valued customers like you. While we are excited about the long-term improvements these changes will bring, we understand that some aspects of the transition may have presented temporary challenges. We are actively refining these updates to ensure they deliver the positive impact we envisioned. We sincerely apologize for these unforeseen challenges and assure you that our team is working diligently to restore a smooth experience while prioritizing all incoming customer requests.

  
  To ensure we address your specific situation with the care and attention it deserves, we've provided a detailed response via email. We find that this method allows us to offer a more personalized and thorough explanation of the steps that you can take to delete your data using our data privacy center. 

  
  If you have any further questions, you may contact our team at ********************************* or you can reach us by phone MondayFriday, 9:00 AM5:00 PM ET, at 1-844-GROVE75 ***************).
  Be well,
  Grove Collaborative
  

  
  

  Customer Answer

  Date: 03/18/2025

  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:03/10/2025

  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.

  transaction 2/01/2025 CHARGED FOR ITEMS I DID NOT ORDER OR RECEIVED. $31.86 debbiedillon ************ Want refund and cancel my account.

  

  Business Response

  Date: 03/11/2025

  Hi *******,
  
  Upon further review, it looks like we have been able to take care of this for you. You have been refunded the most recent VIP renewal fee on 3/11/2024 of $31.86 when you contacted Grove Collaboratives Customer Support.
  
  If you have any further questions, you may contact our team at **********************************************************.
  
  Be well,
  
  Grove Collaborative

• Initial Complaint

  Date:03/08/2025

  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.

  I have been purchasing product from Grove collaborative for the past 3 or 4 years maybe more. Throughout that time period I have had multiple problems with the app and with being able to contact customer service. However, when I did reach Grove they came to a reasonable conclusion with the matters and I was satisfied. At the end of last year I made the decision to purchase the VIP service due to the fact that sometimes my orders were not big enough to get the free shipping. At this time I am unable to get on to the app. When I went to my account on the website it did not reflect that I had VIP status and was promoting having me sign up for VIP status. I didn't want to place my order and have to pay shipping. On the Grove website it had a phone number which I called which basically said to check their website they weren't answering the phone or taking messages. I then sent an email through the website explaining the situation and that I wanted to do a purchase but wasn't getting VIP status. The next day I received an email that appeared to be copied and pasted text based on the three items that I had a problem with; 1. I didn't have access to the app , 2. on the website it doesn't have my purchase history other than one order, and 3. that It wasn't reflecting that I had VIP status. Now I'm concerned about doing business with Grove Collaborative and would like to be refunded the money that I gave them for VIP status, along with an assurance that any of my credit card information or account information be protected. I do not want to do business with them any longer.

  

  Business Response

  Date: 03/14/2025

  Hi *****,
  We're deeply sorry to hear you had such a frustrating experience, and we sincerely appreciate you bringing these issues to our attention. We understand your concerns regarding app access, VIP status discrepancies, and customer service availability. Upon review, it looks like our customer support team addressed these concerns on 3/14, aiming to resolve the confusion and technical difficulties you experienced. We recognize the impact these issues had on your experience and are continuously working to enhance our platform and support channels.
  
  We value your patronage and hope the resolution provided addressed your concerns. We are committed to ensuring a seamless and reliable experience, and regret falling short of your expectations.
  
  If you have any further questions, you may contact our team at ********************************* or you can reach us by phone MondayFriday, 9:00 AM5:00 PM ET, at 1-844-GROVE75 ***************).
  
  Be well,
  Grove Collaborative
  
  

  Customer Answer

  Date: 03/17/2025

  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:02/13/2025

  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 Collaborative has enrolled me into a VIP membership and charged my card without consent on multiple occasions. The first few times it happened were a few years ago when I was purchasing a product I liked which was only available through their website. When I realized they enrolled and charged me without consent, I looked at the benefits of the membership and decided it was worth it at the time. This happened a couple more times over a few years where I either kept the membership they auto enrolled me into or promptly cancelled it. The one product I liked is now gone and I haven't ordered or had a membership for 6 months to a year or more. Now they have charged me ***** on Feb. 11, 2025 for I assume a vip membership. I currently cannot review my order history on my account because the website seems to be broken when I try to access order history or vip membership status. It seems that I can access any other part of the website without issue, including view my cart and mostly likely making purchases.

  

  Business Response

  Date: 02/13/2025

  Hi ******, 
  
  We're sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. Your VIP membership has been canceled and you have been fully cancelled and refunded for $29.99 plus tax on 2/13/25 for the yearly fee. 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. 
  
  If you continue to have problems viewing your order history or if you have any further questions, you may contact our team at ********************************* or you can reach us by phone MondayFriday, 9:00 AM5:00 PM ET, at 1-844-GROVE75 ***************).
  Be well,
  Grove Collaborative
  
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22935726
  
  I am rejecting this response because:

  I believe Grove Collaborative operates with the intent to scam people out of as much as they can get away with. I believe their website/account/membership is designed to be predatory and hard to navigate/understand. 

  
  Upon further investigation, the charge on my account was applied to my wife's card on her grove account, under her name, which we used once before cancelling and never using again. Going back into her account now, I saw that they have charged my wife's account once every year for the VIP membership we never signed up for. This has gone on for about 4-5 years. 

  I am not seeking anything from Grove Collaborative, except the reversal of the ***** charge from recently and that they never charge my wife or me again. 

  My goal in this complaint and reply is to inform the BBB and others of my experience with this suspicious company. 
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/19/2025

  Hi ******, 
  
  As stated previously, Your VIP membership has been canceled and you have been fully cancelled and refunded for $29.99 plus tax on 2/13/25 for the yearly fee. Your first purchase with Grove Collaborative was on 11/28/2021 which is when your VIP trial membership began. Before your VIP membership was about to renew for the annual charge, Grove emails you to notify you that this is about to happen, which is a notice of the charge that is about to occur. VIP Memberships are always optional and can be cancelled at any time by reaching out to our customer service team. 
  
  Also in Grove Collaboratives Terms of Use found here **********************************************, it is noted;  If you enroll in the VIP 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 have any further questions, you may contact our team at **********************************************************.
  
  Be well,
  Grove Collaborative
  
  

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22935726
  
  I am rejecting this response because:

  Grove is not accurately describing their role and actions in my experience and business relationship with them. From the beginning of my dealings with Grove, I recognized that the way they designed their website and memberships was predatory. Because of this I was careful to set reminders to cancel my membership when I was done. Grove then re-enrolled me into a membership at a later date without my consent.

  This is a short summary of my experience with Grove Collaborative

  I am not seeking anything else from Grove, but I also will not accept any responses from Grove if they misrepresent the truth. 

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

• Initial Complaint

  Date:01/25/2025

  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.

  I have been a loyal Grove supporter for seven years - not anymore. I order every month and spend a good deal of money. I have never had an issue with an order or a request. This month's box was shipped with an incorrect zip code which caused it to be sent back. I received the *** notification and realized the issue. I contacted Grove and it has been a circus for the past ten days. I have been contacted by at least ten different people who each say something different about my box. I was initially told that the box was being resent, then I was told that all of my items are out of stock (likely impossible) and that I should contact *** which I already had and that was acknowledged previously. Finally I requested to speak to a customer service manager and was contacted by the same person I had spoken to earlier today with a message that said: "If you reach out to **** and/or have any trouble in the future let us know as it is not our intention for customers to have an experience like this." None of what I said had registered. I felt like I was speaking to multiple bots with preprogrammed responses. The worst part is that I truly loved shopping at Grove, however, this situation made me realize that their customer service has gone down, a lot, and I have a choice. All of the items I buy are available elsewhere and often I find them at a lower cost. I will not stop using sustainable products but until Grove fixes these types of issues, I am out. It is a shame.

  

  Business Response

  Date: 02/01/2025

  Hi *****,
  This is certainly not the experience we want for our community members to have, especially for a customer like you who has been a loyal supporter for over five years. We're truly sorry to have missed the mark so much with this.
  
  I completely understand your frustration regarding the incorrect zip code and the incomplete responses you received. From our records, it looks like the order was shipped to the same address as your previous ones, which may have caused some confusion on our end. Im truly sorry if that led to us not fully addressing your concerns. Additionally, since our team isnt able to make outbound calls, we provided the best way to reach us, but I realize that wasnt clearly explained.
  
  It does look like we were able to refund you for that order and provided you with $25 in credit to replace that order. If you have any further questions, you may contact our team at ********************************* or you can reach us by phone MondayFriday, 9:00 AM5:00 PM ET, at 1-844-GROVE75 ***************).
  Be well,
  Grove Collaborative
  
  

• Initial Complaint

  Date:01/06/2025

  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.

  I was tricked into purchasing a recurring subscription, that alone could be excused however there website is broken in a seeming predatory manner, you are fully able to order items and create subscriptions, however the site does not allow you to log in to an account to cancel an order or subscription. I have made many requests to their customer service with no response. I cannot understand how this company has an A+ rating. They will gladly take your money but they make it LITERALLY impossible to get your money back.

  

  Business Response

  Date: 01/09/2025

  Hi *****,
  We've reviewed your complaint and are so sorry to hear about that trouble! Upon further review, it looks like our customer support team was able to take care of this for you on 01/06/25 and hopefully cleared any confusion over the phone. We were able to turn off your flexible monthly shipments and send you a return label for your recent order. As soon as we receive notification that the return label has been scanned by *****, well process your refund.
  If you are unable to login to your account or have any further questions, you may contact our team at **********************************************************.
  
  Be well,
  Grove Collaborative
  
  
  

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company sent me a warning email that I need to cancel a membership or be charged, but there is no option to cancel the membership on their website

  

  Business Response

  Date: 12/23/2024

  Hi Chelsea,
  
  Upon further review, it looks like our customer support team was able to take care of this for you and hopefully cleared any confusion. We understand that some customers may have received an email with inaccurate information about their VIP Membership trial. I can confirm that your free VIP Membership trial has been cancelled on 12/19/2024 and you will not be charged for a renewal.
  
  If you have any further questions, you may contact our team at **********************************************************.
  
  Be well,
  Grove Collaborative