Gruv Reviews 53

Gruv.com recently took over distribution for Shout Factory when they closed their website so, any problems with existing Shout Factory orders would then be handled by Gruv.com. I made an order with shout factory a while back and just opened the movie and it wouldn't play because of a manufacturing defect. I tried reaching out to gruv and they referred me to shout factory. I got in contact with shout factory and they told me that they can't help me because they shipped all of their inventory to gruv. So, I contact gruv again and let them know. They let them know information about my order and they seem willing to help me. Fast forward a month later, Nothing has been accomplished and I have a very hard time getting anyone to talk to me. I have to send multiple emails to try and get any kind of response from them. I just need a replacement disc for my defective copy. How hard is it to do that?

Ordered my son a copy of the Fantastic Beasts Trilogy from Gruv on the wal mart app. They advertised the dvd set as new, however it was someone else's repackaged returned copy, two of the discs had major flaws. Would like to submit photos but can't on this site. Didn't return it, just don't have the time and it would cost money to do so. Will be contacting wal mart about this experience and hopefully they won't allow them to sell on that platform anymore.

CUSTOMER SERVICE SUCKS. TOTALLY UNHELPFUL. WILL NEVER PURCHASE FROM THEM.

I purchased a three DVD set. The discs are bootleg and include an embedded watermark preventing audio playback.

Awesome experience! Received my steelbook of The Fog with no damage. Very well packed (unlike other retailers). I have ordered a number of things from Gruv and have never been disappointed. Plus free shipping!

now ever since i found out there was a 4k steel book of hackers i so wanted it so bad i google it and found one place for cheap but out of stock so i found on gruv.ca with tax delivery 51 and i bought it comes from Toronto Canada 3 hours away took forever to get it and i did receive it and so my shock after taking it out its plastic wrap the steel book will not close!! and i emailed them one day they get back to me after they ghost me till next day i email again they respond again than ghost me again i tried today they respond than ghost me again all i want is an exchange for one that closes is that hard to do nope I even emailed universal movies about my problem and I sure hope I get help asap I didn't spend 51 for a product that when I want to sell my collection they will say why doesn't this close ill lose out on it so if they do something about it, I may change my review right now ill never shop there again :) if this will be the outcome every time

what did customer service do for me not a dam thing they dont respond and when they do they keep offering me 10% when all i want is an exchange so watch it good deals but there customer service is worse than freedom mobile lol stay far away

last update they offered 20% and i asked if they would give this movie for free, and they said yes so they didn't fix my problem at all, but they did make me happy so they still suck never buy a steel book from them ever :(

Per Gruv they are no longer providing return labels you can print yourself. According to them you have to take a QR code to the post office and have them print it. I am at work during the hours the post office is open. This is absurd. Completely unacceptable. I have tried working with "customer service." Who keeps making these decisions. I have a basic phone, and work for a living. Now I have to take off work to return an item because they will not provide a freaking printable mailing label to return an item that was delivered damaged. I have been buying off Gruv for about 6 years (eBay and their website). I guess I will just stop collecting physical media since they have made it clear they do not want my business.

I’ve ordered from GRUV about ten times now - directly from their site, through eBay, and through Best Buy - so at this point I have a pretty solid feel for how they operate. The good news is the big stuff they do well: shipping is consistently quick, their prices are some of the best you’ll find for physical media, and they even offer an extra discount on your first order. (Just note it doesn’t apply to anything already on promo.) Their selection is wide, and any time I’ve reached out to support in the past, the interaction has been decent.

My only real frustration is with product condition, which has been hit-or-miss. Around 20 percent of my orders have arrived in worse shape than advertised. Twice I’ve received movies sold as “new” that looked opened and resealed, and the digital code inserts were missing. On two other occasions, the cases were completely crushed. In my most recent order, both cases were cracked apart, and one disc had pierced through the packaging because they shipped two movies together in a very flat bubble mailer. Maybe the carrier handled it poorly, but GRUV needs to package better to prevent this.

I reached out for replacements and was told I’d get shipping info once they were sent out. Four days went by with no update, so I messaged them again, and the response I got was literally, “Sounds great! Thank you!” which… didn’t answer anything. So I’m still waiting, and I’ll update once I see how this gets resolved.

I want to keep buying from them because the value is great, but they really need to tighten up packaging and quality control, and support should probably double check what they’re replying to.

Placed an order during the Black Friday sale. Arrived quickly and well packaged. Very happy customer here. I’ve never ordered from them before and the reviews didn’t seem good. I went with it since they use Shop. I’ll certainly buy from them again.

If I could give 0 stars I would. They bought ShoutFactory's store and are no longer selling an item I was going to purchase as a pre-order. Never heard of this site before but ordered through Shout religiously. Never again.

Went to their website to price out a deluxe 4k boxed set. I was looking for a way to input the discount code they were offering. Thought I was going to a page to review my order before submitting, but instead, the order was submitted without the opportunity to review the price.

I immediately contacted customer service and asked them to cancel the order. They told me they could not do it, even though the order didn't ship until the following day.

Upon doing a Google search, I found many complaints about attempting to cancel orders with Gruv. They have no cancellation button on their page. It looks like they are purposely manipulating accidental orders to ship in hopes you will keep them. Of course, they lose money on return shipping, which they provided me with a label for.

I did make a point to let customer service know they need to add a cancellation option on their site. They told me they are constantly looking to improve their ordering experience; however, based on posted reviews across the Internet, this has been a huge issue for years. It's apparent Gruv does not want customers to cancel their orders.

The worst place to by from
pre-order a movie ship out late arrives 4 or 5 days past release date

Before ordering a $115 set of DVDs I emailed the company and asked if there is closed captioning. They responded "yes." They lied! I am deaf and it is essential that I have either closed captioning or English subtitles. This set has neither. There also are no menu or set-up pages. GRUV just emailed me and offered a 20% discount! They expect me to keep this useless set of DVDs, which I am unable to watch at all ever. Unbelievable.

Preordered Superman (2025) 4K steelbook on July 11th, received shipment tracking email Sept. 15th, but it sat in the "label created" stage until Sept. 24th (the day after the official release date) so I contacted customer service to see what was going on. The response was:

"Thank you for contacting us. We apologize for the inconvenience. Unfortunately, there was an issue with the carrier that affected your order. Additionally, the item is no longer in stock, and we are unable to request a replacement. In this case, we can offer you a full refund. Please let us know how you would like to proceed."

This is unacceptable. Terrible customer service, will not use them again under any circumstances.

Absolutely the worst customer service I’ve ever experienced. Having an issue with the payment method on there webpage which seems to be a problem on their website and they literally told me there’s nothing they can do. How did these guys make money then? . They sound like a very small group of people working there who could care less either way. From the sound of it it sounds like they have one guy who works there has no idea what the hell he’s doing.

If I could give minus stars I would. W/out making this too long, I had an order of The Last of Us S1 & Training Day steelbooks. The Last of Us was a preorder & Training Day was just a normal purchase. I was charged for Training Day, but The Last of Us would only be charged when it was shipped on its release date. I then received an email telling me Training Day actually wasn't even in stock, but in order to keep the preorder valid on The Last of Us they suggested we wait for it to ship & then at that time they could refund me for Training Day without it affecting the preorder. So that day comes & The Last of Us shops out, yet I get no refund for Training Day. While emailing back & forth they claim there was some problem with refunding my money to my card. What that problem is? Nobody knows. So they offer an item of equal value or they could send me a check. I chose to receive a check. Its now literally been months of emailing back & forth, months of them claiming to have sent out I don't even know how many checks...none of which have shown up...none. Not one single check. At one point, I finally just said I'll take a movie instead of a refund, but nope, they claimed they had already sent out yet another replacement check (which also never came). Its been an unmitigated nightmare & I haven't even gotten into how they were going to refund me for the wrong movie/amount that was worth about half what I'm actually owed. This has been an utter catastrophe every step of the way, a months long trudge & I'm in no ways closer to getting any of my money back. I can't help but get the feeling I'm being lead on & that I'll never see my money back.

I placed an order on April 30th, 2025 for the Sinners steel boot. I received an email July 1st telling me that my payment failed and to update my payment and they will hold my order for 72 hours (3 days) . When I tried to updated my payment method on a mobile device it wasn't working so I tried on my PC....same issue. I contacted customer service AND my bank to resolve any issues only to receive a new email that the payment failed and two more.... ( my debit card isn’t expired and never had an issue with purchasing/ ordering) Just know I'm pissed and mad at myself for not ordering a backup. I’ve gone down a rabbit hole about the website and finding out that the “add/ change payment method” NEVER WORKED (customer service has written to people saying that it never did work. They l even lied to a customer that they will look into it and fix it…..)

Purchased Jurassic World: Ultimate Collection May 31. Site advertised shipping "next business day". Paid for Fedex shipping - did not receive notice that package was scanned, so I contacted Gruv Thu, Jun 5 to inquire. Their response:
> Sometimes the carriers fail to scan the package at the first distribution center, as a consequence, we won't see any updates until it arrives at the second point of scan. If your order doesn't arrive within 5 business days, please let us know to investigate further.

Contacted again on Jun 6th about an odd order status of "queueing"? Further, the order detail does not give me shipping number. I have only seen this via emails. How hard can it be to upload shipping numbers back to order system customer sees?

Gruvs reply:
Thanks for keeping in contact.
This is the tracking information.
FedEx 289*****
*Please note, it may take 24 hours or more to show movement on the FedEx website.

Obviously they don't understand it's been > 24 hours.

Monday June 9th, I get this gem:


> Hope you are doing good.
> We are checkin our FedEX deliveries, Could you confirm if you received your order?
> IF you dont get it by the end of today, please let us know so We can offer you a solution.

I requested a refund of my shipping charges and expedited shipping.

> We have refunded the shipping charges. Please allow 1-5 business days for it to reach your bank account. Also, your replacement has been requested and is in the process of being shipped.
The replacement order number is GW53****.
Please note, it may take 24 hours or more to be able to share the tracking number. Please allow 1 to 5 business days for arrival.

Sure Gruv.. I'll be waiting... Do I think I'll get the product this time? No. I don't...

Booked an event and they canceled it less than 48 hours prior, due to receiving a larger group! Will never step foot in this establishment