I really like Grace, but I have found her awkwardly dishonest recently about receiving things she never asked for - like additional boxes of sweets or chocolates from somewhere she placed an order for. I wouldn't be surprised if she introduced herself first to the company before placing her order.
I don't know her surname, but her name isn't exactly a standout name. There are probably tens of others with the exact same name - (unlike Zoe Sugg or Alfie Deyes) - and even then, very few people actually know of any Youtubers in the real world. She's pretty big on Youtube, but in the real world, she doesn't mean anything to most people. I have a group of friend, all in their twenties, who have ZERO idea of who Zoe Sugg is, let alone Grackle.
How is a company supposed to know she's this famous internet sensation if she doesn't introduce herself? To society, she's just another girl called Grace.