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.
We are so sorry to hear about this experience, Roxy! Thank you for bringing this to our attention.
This is most certainly not our standard, nor our norm and we are so sorry to see that this has impacted your time with us. We'd love another chance to take a look into this for you.
If you wouldn't mind reaching out to us at reviewsupport@grove.co, we'd be happy to look into this again.
We hope to hear from you soon.
Best,
Team Grove