"Missed timelines and empty promises"

Ordered two desk pads in early November and received confirmation that they would ship by 12/3. As of 12/9 the order has not shipped and but was told it would ship out in a day or two. After three days it didn't ship and was then told that it was because my order didn't fully process. But now the issue has been resolved and it would ship out in another day or two. I was also told I'm at the top of their shipping queue so I assume that means my order has been prioritized. Two days later - and nothing has shipped.

So while I can't comment on the quality of their items, I will say that a lot of empty promises were made and there seems to be very little understanding of where orders are in their production and delivery process. Responses to my emails came within a day but at this point I'm canceling my order and going elsewhere. They did refund my shipping costs so that was appreciated but still - if you set the expectation (twice) that something will ship then you need to deliver (pun intended) on that promise. Grovemade fell well short of that.

"Paid for the desk tray and after 1…"

Paid for the desk tray and after 1 month, only recieve the initial confirmation email. Nothing after. I checked the support page every week but there is no update to my order. Not ready. Not shipped. Then I used the “contact us” support page but got no reply. I contacted them for 3 times, but none get a reply from grovemade. I would not suggest anyone to buy from them unless you like to wait for months.

"Poor Quality Terrible Customer Support"

I’ve owned the desk shelf for a little under a year & it’s begun to fall apart. The metal on the leg has begun to separate from the cork. The edges on the wood shelf have begun to chip. Can’t seem to get a hold of anyone.

"Unable to get a hold of anyone"

Unable to get a hold of anyone. I made an order over 2 weeks ago. No change in status just an automated email that confirms my order. Order hasn't shipped and due to not being able to get a hold of anyone, I can't get my order canceled. Don't trust this ghost company.

"Grovemade Matte Desk Pad"

Purchased a desk pad that arrived damaged. No bid deal. Initial customer service response was prompt, appropriate and courteous. After that....dismal. Or what would pass for dismal if there were any further response from the company. 3 weeks with 3 polite, "Hi. Anybody there?" emails and still nothing. Too bad really, as their products seem to be decent. Let's see if they process the refund at this point. Fingers crossed, though NEVER taking a chance with them again.

"Customer service a lot better than initial impressions."

I'm here to give an update on my customer experience with Grovemade.

So, after my initial failure to contact Grovemade about the customs fees I had to pay to UPS, I had cause to have to try and contact them again. The goods I received were damaged. This time I used the "Product Support" dropdown on their support page. I uploaded pictures of the damaged goods and this time my information was submitted!
I have now been in communication with their Grovemade Experience Team and I've been very happy with how they have dealt with my problem. Further updates to come once this issue is resolved.

"Good Products - Badest Customer Service ever"

I've ordered some products from Grovemade from Germany at about $1000. After paying the duty fee (about $200) i've just received 1 of 2 Packages because one was lost by UPS. UPS told me only the Sender can start an investigation for the missing package. After i've contacting Grovemade over and over again, nothing happens. 4 Emails written - Zero Replies. Over a week later after my first email i see no other way to speak with a lawyer to get my money back, get a reply from grovemade or any other feedback.

The Products are awesome, but the customer support is so bad. And i was thinking about to buy even more from them. But with this customer service in mind, this would be no option for me anymore.

So bad how poor customer support can ruin a hole company image. Sorry guy, but that sucks.

"Flawed products, non-existent customer service"

I purchased a wool felt desk pad from Grovemade. It was pricey, but it's well constructed. Unfortunately, they are not clear on their website that this desk pad does not work with optical mice. I have an Apple Magic Mouse and very shortly after using it on the desk pad, the fibers of the wool seem to confuse the mouse and it stops working in any reliable way.

After I realized this was a problem, I went back on the site. In small, italic print on the product page, hidden in the technical specifications, they say "Works with optical mice—for optimal performance, however, consider our wood and leather mousepad." I did not see this message when I went to purchase the desk pad. It's not obvious and it's misleading, because the pad absolutely does not work with optical mice.

I was annoyed, but figured I should have read all the fine print. I went to process a return, but they have a ridiculously short return window of 15 days. Unfortunately I was out of town when it arrived and by the time I got home and realized the pad didn't work, the 15 days had already expired.

I tried to contact their customer service through their website, to see if they would be flexible and understanding in their return policy, but their support form literally does not work. When you go to submit your message, the submit button does nothing. They provide no other means to contact the company: no phone number, no email address, no chat interface.

So now I am stuck with an $80 piece of wool that's useless to me. It's really unfortunate because if they were more up front with customers about the limitations of their products and had adequate customer service, Grovemade would be a manufacturer of quality goods and I'd be giving them a positive review. But instead, I feel like they're intentionally misleading customers and purposely making it difficult to get support when their products fall short.