Update: they say the can’t connect the email. For what reason do they need my email? I attempted to get a resolution with them by exchanging more than 10 emails. They avoided accountability 100%. Am I expecting a resolution at this point? Are they willing to provide solution only if you share your story in public for PR reasons? Accountability is acknowledging that your model of charging and pricing can be deceiving when you receive proof and not claiming that your own bot can conveniently do mistakes that benefit you and I should only rely on your terms and conditions. If you wanna provide a resolution do it to your customers that contact you. If you want to battle my claims please do that, I’ll be more than happy to provide evidence of my claims to whoever needs to be convinced.

I rented a PlayStation 5 from Grover because the service advertises the possibility to eventually purchase the device after a period of renting. For someone considering ownership after renting, understanding the total cost is obviously important.

However, Grover does not provide a clear and transparent way to see the total price before entering the contract. The system mainly shows monthly payments and changing purchase values inside the account. It is very difficult to understand what the final cost of ownership will actually be.

Because the information shown in the system was unclear, I contacted Grover’s support chat to clarify how the purchase option worked. The chat confirmed that the device could be purchased after a certain total rental period, which implied a total cost of around €600.

Based on that clarification I continued the rental.

Later I discovered that the actual total cost would be closer to €730, meaning the device ends up costing more than 50% above the normal market price.

To be clear, the issue is not that Grover’s rental model is way more expensive than buying a device directly. The problem is that the total cost is not communicated transparently, and the way the system presents the purchase option is confusing enough that customers need to ask support for clarification.

When I raised the issue with customer service, the response was that the information I received came from a bot that is “still learning” and therefore should not be considered relevant. The company also repeatedly attempted to close the case instead of addressing the issue.

The two main problems here are:

• The lack of transparency about the real total cost before and during the contract.
• A customer service approach that avoids accountability for incorrect information provided through their own support system.

I would really avoid them in the future. Seriously the customer service was even less helpful than their bot.