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:08/13/2025

  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.

  There is no physical way to cancel Grove in the App. So I deleted all of my cart and subscriptions several months ago. However, today, I was notified by email that I was going to be charged $99.80 for items that I never subscribed to or put in my cart. I looked in the order in the App and 12 items were in it that I NEVER put into it. I quickly deleted everything and then went and deleted the subscriptions. I then deleted my credit card. This is total fraud and they need to be sued for practicing this way.

  

  Business Response

  Date: 08/20/2025

  Hello ****,
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the email notification you received and the items that appeared in your cart.
  We have addressed this issue directly with you via email and want to assure you that you were not charged for the items that appeared in your cart.
  As explained in the email you received, we recently fixed a technical issue where product subscriptions did not transfer correctly after our site update. As part of this fix, we restored the subscriptions that you had previously been enrolled in. We sincerely apologize for any confusion this may have caused.
  Please be assured that your request to cancel all product subscriptions has been processed. If you have any further questions, please do not hesitate to reach out to our customer service team via email.
  Sincerely,
  The Grove Collaborative Team

• Initial Complaint

  Date:07/06/2025

  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.

  Have received communication from Grove regarding updating order, etc. and also wanted to check on my VIP status, make sure membership didn't auto renew, etc. Website and app are not responsive in any of the above functions. I can't even properly add certain items to my cart to ensure proper minimum order/shipment for upcoming orders. Completely stuck and not sure how to proceed.

  

  Business Response

  Date: 07/14/2025

  Thank you for reaching out to us regarding the issues you're experiencing with our website and app. We understand your frustration with being unable to update your order, check your VIP status, and manage your cart. It sounds like you're encountering some technical bugs, and we sincerely apologize for the inconvenience this has caused.
  
  To provide you with personalized assistance and troubleshoot these issues effectively, please reach out to our Community Happiness team directly via email at **********************************************************. We will be able to further investigate your specific account, help you with your order and VIP status, and work through any technical difficulties you're facing.

  Customer Answer

  Date: 07/14/2025

  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:07/01/2025

  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.

  My credit card was charged by Grove on June 24, 2025 for $31.79. I have not ordered from Grove in well over a year, nor have I signed up for a membership. Also, I have not received any recent e-mails re: a renewal. After looking up the charge, I found similar complaints. I have reached out to Grove but have not heard back yet. This is incredibly concerning because the card charged is new and would not have been used on the site.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out about the recent charge on your credit card. We're sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention.

  Upon further review, it looks like we have been able to take care of this for you via email. We were able to locate the charge and associated renewal emails under a different account, which helped us swiftly resolve the matter.

  The $31.79 charge has been successfully refunded to your account. If you need anything else or have further questions, please don't hesitate to reach out to our Community Happiness team. We're always here to help!

• Initial Complaint

  Date:06/20/2025

  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.

  Grove charged my credit card for four consecutive years (2022, 2023, 2024, 2025) for a membership I never signed up for and already attempted to cancel in 2022:2022, 2023 & 2024: Charged with zero email notifications. $19.99 each year.2025: Only received notice about price increase and upcoming charge, which was losted in spam inbox. $******** online order history also shows no record of these membership charges beside the 2025.California requires businesses to send confirmation emails for recurring subscriptions. Grove failed to send any emails during *********, preventing me from knowing about ongoing charges. This is illegal under California consumer protection laws .Reading other complaints, I found identical experiences - customers only getting emails in 2025 after years of silent billing. When customers request purchase history, ********************** claims their "system update" caused missing records. I also saw no email regarding ******* conclusion, Grove kept my credit card on file for years, charged without authorization or legally required notifications, then made it impossible to contact them. Their deliberate failure to provide mandatory email confirmations while secretly billing customers violates California law. I'd like a refund for these charges.

  

  Business Response

  Date: 06/25/2025

  We are truly sorry for the inconvenience and frustration you experienced with the VIP membership charges. We have processed a refund for your most recent VIP charge to your original payment method. Additionally, to fully address the charges from the previous four years, we are sending a check to the address you provided. You will receive a follow up via email when that check is sent out / being processed. 
  We sincerely apologize for the issues you encountered, and we appreciate your patience as we worked to resolve this for you.

• Initial Complaint

  Date:05/21/2025

  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 am a long time customer of **********************. I placed an order last week and it did not arrive in Groves usual packaging. The items inside were smashed and three items were completely missing. I ordered two spray bottles of one product and received ONE completely empty bottle. When I contacted the company, they said they never replace missing items, they give account credits. But the credit they offered was significantly less than the cost of the missing items. Im totally unsatisfied with this and want an acceptable solution.

  

  Business Response

  Date: 05/29/2025

  *****,
  We're truly sorry to hear your package arrived damaged, and that items were missing. We understand how frustrating it is when an order doesn't arrive as expected, especially after being a long-time customer.
  We want to clarify the credit provided for your missing items. We credited your account for the two Carpet & Upholstery Stain Removers ($6.49 each) and the Gel Hand Soap Refill - Lemon Verbena ($9.99), totaling $22.97. An additional $1.38 was added to cover any applicable tax, bringing the total credit to $24.35. We've also added an extra $5 credit to your account to help cover any shipping costs on a future order. This credit is available for you to use on your next purchase.
  
  Our commitment to sustainability guides our practice of providing account credits for affected items. This approach allows you to easily replace items or choose new products in your next Grove order, helping us consolidate shipments, reduce packaging waste, and minimize our carbon footprint.
  
  We appreciate your understanding and are committed to making things right. Please let us know if you have any further questions by reaching out to Community Happiness at **********************************************************.
  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:05/14/2025

  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.

  5/5/25 I initiated a return to Grove Collaborative. 5/6/25 received a return label and told refund would begin processing as soon as ***** scanned label The package was sent on 5/7/25 and delivered to the return address on the provided label 5/8/25. There was no follow up to inform me they have my return, my refund is in process, etc. There is no phone number provided to reach out and the only support from follow-up emails taking another day was they would forward my complaint to another department. The new Grove Collaborative website is a mess and not fully functional even after emptying cache, clearing cookies, etc. I was not even able to cancel my membership with this company; however, customer support did confirm they have done this on my behalf. I will be checking though I have now removed all available payment options. I cannot rely on a company with zero human customer support.

  

  Business Response

  Date: 05/22/2025

  *******,
  Thank you for reaching out and sharing your recent experience with us. I'm truly sorry for the frustration and inconvenience you encountered with your return process, the communication, and the issues you faced on our website. I want to assure you that we absolutely have a human customer support team dedicated to helping you.
  We've identified that the difficulties you experienced with the return and website functionality, were caused by a bug related to our recent website updates. The good news is that this bug has now been fixed, and we're continually working to improve our online experience for everyone.
  Regarding your return, we can confirm that your package was delivered on May 8, 2025. A manual refund for your return was fully processed on May 14, 2025. You should see this reflected in your account shortly, depending on your bank's processing times. We've also confirmed that your membership and flexible monthly shipments have been canceled as you requested.
  If there's anything else we can help with please feel free to reach out to Community Happiness at **********************************************************.
  Best,
  The Grove Collaborative Team

  Customer Answer

  Date: 05/23/2025

  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,
  
  ******* Albion

• Initial Complaint

  Date:05/09/2025

  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 ordered diapers, cotton swabs and a toy from GROVE COLLECTIVE. The toy never came. I unsubscribed bc they were super sketchy to deal with. I was billed for items not received. Now, I see my credit card statement they billed me AGAIN. I go online the subscriptions are INACTIVE. I'm not even on a subscription for another item. They are not responding and my card is charged without authorization. I am reading they are a scam and want to report them.

  

  Business Response

  Date: 05/19/2025

  ****,
  Thank you for bringing this to our attention. We understand your frustration and want to assure you that we have taken immediate action.

  Our records indicate that on your initial order, you were not charged for the toy as it was out of stock and not included. For your subsequent order, a full refund was processed on May 15, 2025. We have also confirmed that your subscriptions are now inactive and there are no active memberships associated with your account.

  We sincerely apologize for any inconvenience or concern this may have caused. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************.

  Best,
  The Grove Collaborative Team

• Initial Complaint

  Date:05/02/2025

  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.

  On May 2, 2025, I discovered an unauthorized charge of $32.16 on my credit card from a company called Grove Collaborative I have never heard of them or made any purchases from them. I immediately contacted the company by email to request a refund. After digging through my records, I found two other unexplained charges from Grove Collaborative$21.44 in 2023 and again in 2024. I hadnt noticed those until now. At no point was I informed about these charges, nor did I authorize them.What I find disturbing is that this is happening to so many people. Im seeing they have an account setup for me with two purchases for some VIP account but I never authorized this company to have my information or my credit card information!!!

  

  Business Response

  Date: 05/12/2025

  ******,
  Thank you for bringing these charges to our attention. We understand your concern and frustration regarding the VIP membership fees.
  While we understand you were unaware of these charges until recently, our records indicate that email reminders stating the membership renewal date and providing an option to cancel were sent to the email address on your account three days and one day prior to each renewal.
  We can confirm that a refund for the $32.16 VIP Membership renewal charged on May 2, 2025, was processed on May 7, 2025. Additionally, a $60 credit has been applied to your Grove account to address the prior years of the VIP membership. According to our Terms of Use, refunds for the VIP Membership fee must be requested within 30 days of the renewal date and the charges in 2023 and 2024 fall outside of this 30-day window.
  We sincerely apologize for any inconvenience or concern this may have caused. Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************.
  Sincerely,
  The Grove Collaborative Team
  

• Initial Complaint

  Date:04/25/2025

  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 had a subscription to Grove Collaborative for a couple of years. This allows discounted purchases. On March 25, Grove automatically renewed my subscription for $29.99. Since then, all history on my account is gone. The website doesnt function properly so I cannot make an order. I have tried reinstalling the app. It seems as though I have renewed and now have nothing for my money. I have emailed them and the response is that they are swamped with communications. I think Im being ripped off by a failing company.

  

  Business Response

  Date: 05/02/2025

  *****,
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the issues you experienced with your account following our recent website updates, including the loss of order history and website/app functionality. We want to clarify that the problems you encountered were a result of these updates and not directly related to your VIP subscription renewal on March 25th.

  As we have been in contact with you via email, we have worked to address these issues. Through our email correspondence, we provided you with troubleshooting steps for the app and guided you on how to locate your order history within the updated platform.

  Should you require any further assistance or have additional questions, please do not hesitate to contact our team via email at **********************************************************.

  Best,
  The Grove Collaborative Team

• 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.