Grove Collaborative Avis 3 971

Very hard to get a hold of customer service and to cancel my order

Update 06/12/25 ** What a difference a month makes. I am disappointed with the recent customer care I received from Grove. I left my previous review after my item was damaged in shipping. However, since that review the same item order was damaged a second time and returned by the shipping company, I then was able to assume it was being packaged incorrectly by Grove. Finally on the 3rd try I received my package, however I did not receive the VIP item. I contacted customer service and they stated I already used my VIP item credit, and I had to explain to 3 different associates that my delivers never made it to me and were damaged. Anyways long story short, it took me threatening to cancel my membership for someone to finally make it right. It's just disappointing to have to go to such lengths to be heard. I've been with this company for a long time and a regular shopper so it seems like I should have been treated better the first time I contacted.

5/4/25*Everyone I've ever spoken to in customer service has been super friendly. Grove has always been helpful, and during a recent contact regarding an item that was damaged in shipping, they were exceptionally kind. They replaced the item right away and even provided me with a five-dollar credit for the trouble. I have been with Grove for four years, and I appreciate the company and their commitment to reducing plastic waste. Also, It’s always nice to receive the little messages on my packages as well!

I am not sure what is happening with their customer service. Yes, they are transparent in that they are way behind in responding but it's over a week and all I wanted to do was change my email. Now, I can't seem to check out, nor change my order date and nothing is staying in my cart. Their phone number works but of course they arent taking calls. Wound up cancelling my membership and will look to other sustainable companies.

I placed order but never received confirmation email or shipping information. They took my payment though and charged my CC. I have emailed and made numerous calls, no response from customer service. Email responses are boiler plate. Their social media sites are out of date. This company is acting in a fraudulent manner.

Company has been 1) Assumed that I make all reoccuring purchases 2) put products into my cart at the tale end of the buying process and I noticed this from day 1. I wanted to think it was a mistake, but it kept happening. 3) There is no true recourse or response. I called about bad shampoo. They claimed that there was a $30 given back in store credit, but this never happened. 4) There is not any customer service. They don't answer phone calls or any emails. 5) I cancelled and they charged me again, yesterday. So I cancelled my card and am disputing the charge.

Every single item I liked has been discontinued. The last straw was the cancellation of the apple crisp method cleaner. What were they thinking? We subscribe to places like this because we like their items then they cancel most of them for newer items. I dropped my membership. When will these companies learn loyalty demands loyalty.

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 UPS 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 UPS 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 USPS 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.

Cannot get customer service at Grove or the shipper to get back to me re order that has not arrived I’m irate at this point and though I’ve been 4 star happy before not anymore and am canceling my account if I can ever Gary a refund
Update: I did finally get a response from Grove directly and a replacement for my lost package.

I’ve been a Grove loyalist for years until today. They let me know that a delivery address couldn’t be changed and my order couldn’t be altered so they would issue a refund. I responded with a yes immediately as I wouldn’t be home to receive the package with $200 worth of product. The next day I got an email that a refund wasn’t possible and that they could only send a return tag with the box that I won’t be present to receive.

Never again!

I started buying from them years ago because I loved their dish soap and baamboo TP, tissue, paper towels etc. but the last 2 years the quality of products had drastically gone downhill. The dish soap now reeks of synthetic chemicals for fragrance instead of the essential oils. The bamboo tissue smells like vomit so obviously they went w another supplier, the original smelled great or had no smell at all. the shipping charges are extreme plus every order get an added "chain supply fee" WHAT? a complete scam and rip off. I'm looking for another company to buy my products.

Placed 1 order over a year ago not aware of a vip membership. I just noticed I have been charged a monthly fee. Contacted Grove to cancel membership and requested to be refunded the membership charges since I was unaware of subscribing. They offered a $40 merchandise credit. So I am just out over $400 in membership fees that I never benefited from. Just helped increase their 77 million dollar empire. No thank you! I'll never shop them again. Just beware if you do! $30 a month regardless if you purchase or not. That's NOT a savings! That's legal robbery!

I spent $138.00 on Grove products. When I received this order almost all canisters were dented in several places with 2 cans leaking the contents. One product looked as if it had been used. The products were not packed well for shipping. While I appreciate the recyclable packaging, if Grove is going to offer subscription services, they need to figure out how to package everything so it does not get damaged during shipping. Or maybe they save their damaged products for unsuspecting internet buyers? I will not be ordering from their online store again. If I decide to use their products again, I’ll try to find them in a store. So, one star for Grove for sending me a boxful of damaged goods.

I've been ordering from Grove for years (since before covid) and I always found it a convenient way to order household items while also trying to help the environment in some small way (I order all my paper products in the bamboo option). Then their prices just kept going up and up, they started adding supply fees and now they decided to create a paid membership in order to receive free shipping! They want $30 a year which you would have to order at least 6x a year to make it worth it (which I don't). They won't even give free shipping on orders over $100 it's ridiculous. I know they are trying to be environmentally friendly but prices and fees are just getting too much and it's becoming unreasonable.

Just NO! I was a VIP member years ago (about 4 years ago), and canceled due to all my favorite items constantly being out of stock. Decided to log on just to see what Grove has been up to and guess what…. NOTHING HAS CHANGED! 90% of my items that I used to order are STILL out of stock. Like the Mrs. Meyers hand/dish soap, the Aura Cacia essential oils, the Rooted brand makeup wipes, Daily shower concentrate- this list goes on and on. Ridiculous that this company can’t keep up with the demand after alllllllll these years. **Also, the company will still charge card even after you cancel membership!!

Simply; Too much hassle and not fond of my internet security issuing "This message may be a scam" alerts for their incoming emails. They have all the appearances of being 'players'. What has been seen on other reviews, etc., forcing subscriptions, products and over all lousy customer service. Under the name (of the complaint individual) their replies look quite generic as if they have them programed for the worst products, etc. Curious as they sent a rating review to fill out for the products I did (not) have a problem with as if knew would get a low rating for the one's I did not like. Their products (and containers) not so hot either which is too bad as I do look for companies that can deliver w/more natural products. The BBB showed (one) 5 star rating which (of course) looked quite professional and disingenuous and the rest were dismal (1-2 stars).
Pulling the shades down on this one.

Okay, so I used to love this company. you get a lot of product with their subscription. however, they have continued to charge me years after i’ve cancelled all orders from them. I also had this problem when I was first trying to cancel it, I had to cancel it 3 times to get them to stop. Only they didn’t, I woke up this morning and found a random charge for 19.99 on my account that I never placed… there’s no option to delete or deactivate your account and I’m beyond frustrated at this point… I regret making an account and I never would have if I knew they were so sketchy. they don’t even have a customer service team to take calls for these pressing disputes..you have to email them and hope you might get a response in the future. This company is not efficient or user friendly when it comes to charge disputes or needing customer service whatsoever.

Got a coupon for $20. off a $50 order, spent an hour picking out products then at checkout I am forced to sign up for subscription and a VIP membership!!! When I complained the Customer service rep said they would notify me when the trial period is up but that's not good enough!!! Then said you don't have to be a member to order things - so then why won't they let you check out if you don't sign up for this. Dishonest company!! Will not shop there.

Ordered a highly advertised anti snore guard, paid for december 2023 and still waiting. All emails requesting an update have been unanswered and panicking that my card details may now be used for unwanted transactions. Utterly useless customer service and support and would advise others to avoid totally.

their refund policy sucks. end of story. no exchanges and no refunds for returns. gave an extra star to be unique!