Japan Crate,LLC

Michelle, A refund was issued for your missing crate on April 5, [redacted] Customer Support Manager [redacted]

Hello, Our renewal policy is a industry standard for subscription box companiesUpon checkout customers are required to acknowledge the renewing nature of the subscription they've purchased before being able to complete their orderI've attached a photo of the checkout agreementOur support staff has let the [redacted] know of our policy and she is brushing off the information given to her

Complaint: [redacted] I am rejecting this response because: I understand that on your website it is listed as a category of items, however as I mentioned many times with you before, I am NOT referring to your website but the specific promotional emails you sent me (which I have attached) stating that I would receive "cosmetics I would want to use everyday"Everything else you mentioned in the email was in singular form like "peach-scented scrub" or "fun healing/moisturizing mask", so yes I expected more than one cosmetic item since you misleadingly stated it that way In addition to that, you claim that the box is worth at least $worth of product, however, you even wrote in the customs form included on the box that the contents were only worth 2,Yen, which is equivalent $as of todayThere are also prices left on some of the products inside and even going to specific retail stores that carry these items, these products are around $and definitely not worth $like you claim on your websiteSo again, another instance of advertisement and misleading the customer You also stated that you could not accept returns for boxes that have been opened, but I never opened my box nor received it when I emailed you personallyThe email was sent days before I received my box (you can check the tracking and the email time stamp to verify) Sincerely, [redacted] **

A refund of $10 was issued to [redacted] for the reported missing item.

I am obliged to follow company policyWe have the recurring payments posted all over our website and customers must also click a checkbox acknowledging the fact that the subscription is recurringFurthermore the customer has already filed a payment dispute with their card company leaving me unable to issue a refund

Complaint: [redacted] I am rejecting this response because: I agree that I missed "checkout" statementMy concern is that I emailed Japan Crate as soon as I saw the renewal charge of $show up on my bank accountI cancelled the subscription and received an email saying they would cancel the subsequent renewalsAs I wanted to make sure that they would credit my account, I emailed for a clarificationI didn't receive an email back so I sent two more emails requesting they credit my accountThey finally responded saying the renewal had been finalized and it is their policy that once the renewal had been finalized they cannot issue refundsBut I emailed them on May when the charge was still "pending" on my account and they waited until June to tell me that the renewal had been finalized So, they waited nearly three (3) weeks to tell me the renewal was finalizedOf course, it was by thenGiving Japan Crate the benefit of the doubt, let's say they couldn't stop the first "crate" of this renewalOk, I would have been satisfied to pay for that shipment, and have the remaining five (5) months credited back to my account These practices and policies are fraudulent and I'm still expecting my refund of $ Sincerely, [redacted]

Once again, we must abide by our company policy

I have already attached the account details showing that [redacted] unskipped her renewal and that a refund was processedI can make no further actions to her account as all of her requests have been fulfilled already

JapanCrate falsely advertised what would be in their Kira Kira Crate boxThey promised multiple cosmetics in their box through their promotional emails AND promised a value of over $50+ USD within the box however the box was only worth about $USD which they explicitly printed out on the customs formThey even left price tags on some of the individual products and the value was clearly not above $nor close to the promised $

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hello,
We will resolve this issue through our email system as requested by the customer

Hello,
This subscriber is claiming that because we listed on our website that there would be cosmetics in our crates that every crate would contain multiple cosmeticsWe have four different categories of items and 6-items per crateOur first month just happened to have only one cosmetic items
Also our wording on our website is a description of item typesIt would have been incorrect for us to list the section of Cosmetic as we are describing a variety of cosmeticsWe will continue having cosmetics in our crates, this first time just happened to have only oneIn the future there will be multiple cosmetic items and maybe a single item from a different category

*** **,I’ve issued a full refund to *** ** for the purchase of a Kira Kira Crate

Complaint: [redacted]I am rejecting this response because:
I'd really like business to respond to complaint in their own help ticket method I did...

not want to have to resort to this.  Am I on a list internally that they no longer respond to help tickets?  
 
Anyway, if business can confirm that the bonus gift is an extra march crate I received, I will accept it as the gift as it is an extra month.  If they sent a bonus gift that is unique and not this extra crate I received (exactly same items in it as March crate with pamphlet) then I'm going to have to accept the $30 as I failed to get it twice (yet receive the crates just fine).
Sincerely,[redacted]

Hello,
Our renewal policy is a industry standard for subscription box companies. Upon checkout customers are required to acknowledge the renewing nature of the subscription they've purchased before being able to complete their order. I've attached a photo of the checkout agreement. Our support...

staff has let the [redacted] know of our policy and she  is brushing off the information given to her.

[redacted],I’ve refunded the original gift purchase of the Mini Japan Crate in full as the customer has purchased a separate [redacted] subscription.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...

satisfactory to me. I wish this could have been resolved sooner, as it was not my intention to receive the product essentially for free.Sincerely, [redacted]

A refund of $10 was issued to [redacted] for the reported missing item.

I can confirm the subscriber did skip their May 24 renewal on May 8 but than on May 14 they went into their account and unskipped their renewal date on May 24. Furthermore the subscriber was already refunded earlier today.

Initial Business Response /* (1000, 5, 2016/03/04) */
The customer did not place their order in time for the February crates. As we state on our website, the orders close at 11:59pm UTC on the last day of the month and I saw on the customer's account that it was placed on 2/1 at 6:10am UTC. We have...

this policy in place as we accept international orders and need a defined cut off date/time. Also, as per our FAQ, orders are taken from the first day of the month till the last day and are shipped out the following month. [redacted]'s order was made on 2/1 so it will ship out in March. I looked on the account and saw that no password [redacted] attempts were made and the customer was able to log in on March 1st, after the renewal charge processed. Before checking out, customers need to check off a box acknowledging that the subscriptions auto-renew every month and that they must cancel the subscription prior to the billing date. We have a step-by-step tutorial on our site on how to cancel your subscription.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course, you could simply say "no password [redacted] attempts". Now I am not even sure whether your buggy system could to receive the two password [redacted] requests.
You guys even did not bother leave a contact number to call. You guys are the boss here.
Customers have to pay, even they cannot log in to cancel in time; but have you guys ever considered to pay us back whenever you have a shipping delay?
I am complaining that your policy is not fair at all. That's exactly why you guys only get an F accredited here.
Final Business Response /* (4000, 9, 2016/03/15) */
On our contact page, we only have the option to submit support tickets via e-mail as we do not offer support over the phone. I took a look at the customer's support ticket history and saw that they only submitted an e-mail after they were charged for their renewal and after they were able to log in to the account. Our site is hosted on a large platform that many other subscription sites use. If there was an issue with password [redacted] we would have been alerted as having customers being unable to log in would not only effect us, but all other sites as well. We also had no other reports of customers being unable to reset their passwords. As per our FAQ about cancelations, customers can write in to us to have their subscriptions canceled if they are having technical issues, such as being unable to log in to their account, as long as they write in before their charge has processed. Our server records activity from the customer's account and I found no password [redacted] attempts in the history log and the customer made no prior attempt to contact our support team about their password [redacted]
Final Consumer Response /* (4200, 11, 2016/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am repeating myself for the last time to make you understand what I was suffering.
I have requested twice to reset my password [redacted] close Feb 16th, but I haven't received any follow-ups on this. You guys don't leave a phone # for customer to call and keep saying that you did not receive my requests. I am not a IT guy and I am not sure how true that is. But I just don't know how to remind myself everyday that I need continue to try to recall my password ** get my subscription canceled!
I received an email saying my credit is charged on March 1st, and I wrote an email right after complaining this. A good business (like Amazon) would give customer a notification email before charging the credit card! You guys are behaving really badly!
You guys ignore my requests, citing your policies were already clear on this on your website. Seriously? who is going to go over all the information on your website, or read every single word in the terms & conditions, other than yourselves? You charged people on the exact date you want and never accept one-day late cancel requests, while you guys could postpone you shipping date as you like!
Yes, technically you may be right you could charge me. Even now, I haven't got a chance to go over your terms and conditions. I guess I can only say something like "Fool me once, shame on you!"
However, I have to stand up and complaint this on Revdex.com. Additionally I already contact my credit card company and try to dispute your charge. It is not a matter of 27 dollars, you guys just should not take advantage of people like this!