GroveReviews 278

I've been a VIP member of Grove for about 14 months, and in that time I've placed 9 orders. I love the products Grove offers and their prices are great, but their shipping is TERRIBLE! I've had every issue you can possibly imagine:
-Receiving items I didn't order
-Receiving entire orders that weren't mine
-Delayed orders (back in the fall it took more than 2 weeks to receive an order)
-Missing items from orders
Today I chatted online with a Grove customer service rep to let them know I was missing two items from my last order. They added them to my cart for free in my next order, but will not ship them to me separately. While I appreciate saving the environment, these are items I've already paid for, and THEY left them out of my shipment! Yet I have to place ANOTHER ORDER before they arrive at my house. I've had enough. They can keep them.

The worst experience is when you get your hopes up for a service that sounds too good. That's exactly what happened. I ordered through the website link on Instagram and then proceeded to download the app. Accidentally confused ship now button as a way to see more details on shipment. It turns out the order was the same products which I had previously only ordered enough to qualify for a side tray table so I needed that charge refunded. The first customer service agent named Charles T. Was confused by my message even though I clearly attached a file showing him which order was wrong. It had the order number clearly there but he canceled the wrong one which included the freebies for joining VIP membership. Then comes in Nicole V. a sweet heart and saves me the items I wanted on the current promotions. So I get my money back quickly and I'm left needing to do another order, again. When I get everything I semi wanted because I had to switch items since they were out of stock (not surprising because of current lockdown) then what comes next? My card no longer wants to go through and I start to receive error messages from the app which leads me to believe I needed time for it go through. I wait another day and do this process, again. The app switches to a website version on me so what is the point of an app? It tells me I am no longer a member so I have to start over, yet, when I start over and go to checkout I can't get my order processed. Then Patrick V. states the obvious of restarting my browser or deleting browser history. Don't you think I have done that already and more? I deleted and reinstalled the app and shut down my phone in hopes it did something. This app has my account frozen when I had foolishly shared to my friends and family after first purchase when I was excited. Overall, I'd like to prevent someone else from experience my frustration during this crisis, don't bother to order you'll waste your time when it's clearly not as fast and efficient as they like to promote in ads.

Beware - After 1st Order, Grove is Pushy Trying to Sell More, More, More
The products are great, prices are good, their website looks great! It all goes down hill fast after your first order. Beware! The customer experience is terrible. If you get the wrong item, good luck. They will not ship out the correct item. They require you to buy more. They refuse to ship out the replacement item. They say it is to reduce the carbon footprint. However, the software automatically places items in your cart for auto ship without your consent. They are all about persuading you to spend more... order more.

Summary: I am a paying VIP member; order is 21 days late and didn't get a full refund. The only reason I got any refund is because I contacted them 3 times. It seems they are more worried about gaining new customers than keeping old ones happy.

Full experience: I used the company for cleaning supplies for about 6 months. I enjoyed most of the products. I reached out when my last order never shows up.(~2 weeks late) I was told that my order was lost during "shipment to the carrier" and they would get a reshipment out to me. I was told to look for a new shipment tracking number in a couple of days. 4 days go by and I still did it have a new shipping order. So I contacted them again and I asked if I could get a rush on my order or a refund and was told they had no way to rush orders and I couldn't get a refund or cancel my order as it was already being processed and expect a new shipping number in a couple days. 3 days later still no shipping order and this time was told the wear house was very backed up but the would put a reorder in for me if I would like. I asked if other ordered placed after mine would be filled before mine and then was told they would give me a refund if I wanted. I then quoted the previous rep who had told me there was no way to get a refund and was told they would be able to do it for me since "it's taken so long." They didn't give me a full refund; they kept $25 restocking fee that I was not told about.

I made a pruchase, loved everything... I received another order which I did not order... they had the wrong email. I kept calling for a return label and could not get one... again sent to incorrect email. I disputed with my credit card company, they issued temp credit until I could get the return label, finally received the label and returned the merchandise. Credit card then rebilled the credit and now The Grove will not issue my refund. They tell it is issued and I check with the bank-nope no credit-then they another associate tells me"oh, sorry, it is now fully refunded"... Check with the bank --nope nda nothing again... this is such a corrupt company.

Deb

I started ordering with Grove, July of 2019, I have actually gotten 4 additional people to start buying with them (I have reached out to them to possibly not order anymore). I started using their honu biotin, only used 15 days of it (2 of us in the house using it), obviously wouldn't really see any progress within only 2 weeks so ordered more beginning of March. Shipment came and no bottle of honu. No issue, things happen, I contacted them and they added one to my cart and asked me to wait to order it until I had more items to order since they are a small company (I have emails I can provide). I didn't have anything else to order because I just did an order, but no biggie, I will wait until I need more stuff. Place another order this month (April) received my box today (4/22/2020) missing the bottle of honu and a cleaning item. Sent an email letting them know and also stating that I would like them send them ASAP since I have already accommodated this mistake once for the same item in consecutive orders. I received a prompt response that the cleaning item was now out of stock so they would not be sending the bottle of honu biotin since they do no ship only one item at a time! I find this absolutely ridiculous as I accommodated them the FIRST time they didn't sent my item, therefore feel they should accommodate me on THEIR second error.

All in all, I will not be ordering with them anymore. There are plenty of companies for things like this, so not sending an item that someone has paid for and they have forgotten twice, and refusing to send it on a third attempt because it is a single item is unacceptable.

I bit on the introductory offer for free products. Little did I know that EVERYTHING in that basket went on autoship. Also that I would be charged a $20 membership fee a few months later. I cancelled the membership, but the autoships kept coming. I went into my "Subscriptions" page and deleted everything, but the autoship came again. It's a real shame -- their products are actually excellent, but their business practices are SO deceptive. Stay away!

I was aware of all of the bait and switch tactics, but I thought if I were careful, I could get around it. Wrong!
I was able to catch all of the items they added to my cart (under the guise of "We know you would like this!), but what I didn't realize is that they would start taking things out of my cart. When I got my order last month, I was missing two items. There was no packing list, and when I went to check my order, I couldn't get to it--the app constantly crashes, and doesn't load what it is supposed to. I know how much I was charged, and it didn't add up. When I went to inquire about it through an email, I got nothing but arguments. I was told how wrong I was about the order, the app, and even about what I was seeing. I asked for a refund on the $19.99 annual fee that I didn't know about, which they did, but they wouldn't delete my account so I still have a cart that they regularly contribute to. If you try it--beware! I thought I could make it work for me, but I was wrong.

They used to be ok. You have to read all the fine print and stay ahead of the auto ordering but in the last few months they have gone down hill. Suddenly shipments would send out without product because it was out of stock. They dont tell you its not in your delivery; they don't send it later or even bother to include it in your next shipment. They just pretend you never needed or wanted it. I always organized my cart a day or so ahead of shipping. Items out of stock would load into my cart no problem (or be auto loaded as part of my subscription) and appear to be part of my shipment. Then it just wouldn't show up. They are out of several things because of Covid 19. So now in order to make your minimum and get what IS in stock you either have to order stuff you don't want or wait until the following month. And in addition to this they raised their order minimums - with out any notice (you only see it when you go to check out). It's like they're doing a shameless money grab and taking advantage of people relying on their products. The condition of product is hit or miss. Sometimes its packed properly other times just tossed in an empty box and maybe the product survives and maybe it doesn't.

Grove collaborative started out on the right foot. I was with them for 2 years. Earth friendly products with decent prices, while planting trees to help the environment. Yearly VIP price, with free shipping. Free product's. Which now, is all a lie. Even with VIP, you must order 40$ to get free shipping. What? Then, if they don't have what you put in your cart, you won't know till the package arrives. Plus, I wouldn't have placed the order knowing the items weren't in stock! So you pay 40$ for items you need. It arrives & your items are not in package. They expect you to pay another 40$ to reorder the items you need, when They get the items in stock. Shocked! I screenshot the VIP free shipping & contacted customer support. Why are customers being lied to? Needless to say, they refunded my 20$ for yearly subscription. I deactivated my account. Loyal & dedicated customers get punished, not rewarded! Awful!

You know, I signed on because of the caddy and I like the products ( had already got them from the store a few times) Very much liked the idea of it coming to me, reducing my exposure to the virus by not having to go get cleanng supplies.
I did not get my Caddy, and I had a shipping issue and needed customer service. I tried 3 ways, I tried calling and it kept cutting me off, and so I tried email and text. Completely not helpful. They gave me instruction and I explained that it wanted to re-charge my card to checkout and they gave me some completely unrelated response, when I said that they were very very not helpful, nothing. Then said ok, just cancel and refund me (annoyed by the fact that I signed on for the caddy, hadn't gotten it with my first order, and now was having these issues. Nope, they said "Ok, refunded and dropped your subscription from vip. Not a care in the world that they were not helpful, or that I was frustrated with their system. For a company that boasts a close connection with it's customers, I felt blown off, unimportant and like my measly 1 customer booty didn't matter. I am saddened and unimpressed as I have watched the company a year and after everything I had seen had finally decided to sign on.
I did cancel my subscription, sadly, and I have a whole new view on Grove and how they treat their customers. We aren't important and our needs are not important. Customer service is only there if we need a basic answer and if we are complicated (like a wrong shipping address being used) then we can cancel, no big deal.

I signed up via referral and upon activating my account I was linked directly to my friend's account. I have complete access to her personal billing information, personal address, cart, everything. She, as well as I, is furious about this. I contacted Grove several times and all of my emails and their responses are being sent directly to my friend completely bypassing me. She has reached out and didn't get a reply until she tried on Twitter. Even then, when they responded to her and even mentioned me by name, they still didn't reach out to me about this unacceptable issue, not to mention the complete security breach on Grove's end. When reaching out through Grove's website there is a Required Field to enter your email address. This was completely ignored and is directing all my communications to my friend. It's extremely inconvenient and awkward on my end for being in her personal account. She has also been locked out of her own account due to this. I have never experienced this security problem with anyone else and am baffled by how it's being poorly handled considering the sensitive and urgent situation. While this may be a system error it's still something that requires immediate attention and a full explanation about what is going on rather than simply answering vaguely to a tweet. Incredibly disappointed by this infuriating privacy breach and lack of communication/solution.

This company has changed my life. I found this site by accident as I was trying to find healthier and cleaner products to keep my home clean and safe. I feel in love from the first package. Not only did I get a hand written thank you on my box I get reminder emails from from when my shipment is due out. I love the fact that they do that so that I'm able to stay on budget if I can't afford a shipment. I also love the fact that this company listens to their customers and actively works to make the world a better place.

I had items missing from second shipment. Customer service claimed I would have to wait until next shipment to receive items I had already paid for. Third shipment came and items were still missing. Customer service said same thing again. Apparently, they couldn't refund me for items I PAID FOR and never received, nor could they send me JUST the items I was missing. Basically, if I wanted to receive missing items I would have to pay for something else. Complete scam. Customer service sucks. All they care about is getting money, even if that means customers don't receive products. Never buying from them again!

Shady company. I ordered one shipment from them and then they took it upon themselves to a) sign me up for autoship without my permission and b) sign me up for this VIP membership that I never wanted or agreed to.

After they sent me an email announcing the autoship (that I never agreed to), I sent multiple emails saying I didn't order it and didn't want it but... no impact. Shipment arrived at my house and they charged my credit card.

Interestingly, there's no way to return the box on their site AND no way to cancel this "VIP membership" that I never signed up for on their website.

First of all, they're always advertising "free" gifts. You have to spend a minimum to get these gifts. They are NOT free. Now, they're all about going natural and helping the environment but they're so wasteful with packaging of products and such. I do actually like the paper towels and sponges but everything else is just ok. Mrs. Meyers stuff you can get at Target. The prices with Grove aren't anything special and I see it all as a pretty big waste (though I suppose it is nice for those that don't get out to shop often). Now. Here's the part that has me convinced not to reorder. In order to get me "free gift" I purchased some items to meet that minimum. When purchasing it automatically signs you up to receive monthly shipments. It preloads your cart and keeps your credit card on hand. I'm so glad I checked because I canceled that auto ship THREE times before it actually canceled. Then, I got my shipment (which took forever btw) and was missing an item I paid for. When I sent an email about it, they did send me my item (again, took forever) but then said "we'll add a free gift to your cart to make up for it!" And guess what... That free gift they gave me for messing up my order comes with a 55 minimum. It's just a way to get you to keep spending. That right there says to me that it's all a big joke. Listen, buy from Grove if it's convenient and you like the products. But watch pricing and automatic shipments and make sure you're receiving your items. And don't fall for the "free" stuff. It's not free. Promise.