I have been a Grover customer for a long time. I’ve rented, returned, and even purchased several devices without any issues in the past. Unfortunately, my latest experience has been completely unacceptable.
I rented an iPhone 15 Pro Max and followed the official return process exactly as instructed. On December 3rd, I downloaded and printed the return label provided by Grover.
On December 11th, I dropped the package at a UPS drop-off point. UPS tracking clearly shows that the device was delivered to Grover’s warehouse in Germany on December 19th.
Normally, whenever I return a device, I receive a confirmation email from Grover stating that the device has been received and will be inspected. This time, I never received that confirmation. That was the first red flag.
At the end of December, I opened a support ticket because the Grover app still showed that the device had not been returned. I was then asked to provide proof that I had used the return label — even though the label was generated through their own system and accepted and processed by UPS.
After weeks of back and forth, on January 22nd — more than a month after delivery — I was informed that Grover had received an iPhone 11 instead of my iPhone 15 Pro Max. This is absolutely incorrect. I only returned the iPhone 15 Pro Max that I rented.
To make matters worse:
* I was never notified when the package was received.
*Grover’s system allegedly shows that I never used the return label, despite UPS confirming delivery.
* Over a month passed before they claimed the wrong device had been received.
* They continue charging me the monthly rental fee.
As of February 20th, I still have no resolution.
This situation is deeply concerning. Either there is a serious internal warehouse handling issue, or something went wrong during processing — but in no way should this be the customer’s responsibility when there is proof of delivery.
I expect Grover to:
Immediately stop charging me.
Conduct a proper internal investigation.
Resolve this without shifting the burden onto a loyal customer.
Until this is resolved, I cannot recommend Grover. What was once a reliable service has turned into a very stressful and frustrating experience.
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