ButcherBox, LLC

After two shipments, I've disappointingly cancelled by subscription. The first shipment was correct, but upon thawing, several of the packages leaked. No problem - it happens. The second shipment was a complete disaster. Many of my selections were missing or incorrect. I called customer service (who was actually quite nice) and was offered refunds for the inaccurate meats. I was also told that leaking was typical as microfractures can occur when the meat thaws. Really? That's a problem that should be fixed. In addition, the free bacon for life that was promised was not in the box. While selecting the meats for third box, I reached out to customer service -- again they were very polite, but I was informed that I was not signed up for free bacon for life, I was giving free bacon on my first box and $20 off. I told customer service to cancel my subscription and was offered $20 off for 2 months. While chatting with customer service I clicked the link to cancel online and was offered $1 bacon/ mo. for life. Seriously? Why the games? Just be straight up with people. It's really not that hard.
I've also learned that the original problem is that while it appears that the online free bacon for life coupon is accepted, it isn't because it falls outside of their promotional window. Another problem that needs to be addressed. Whether its corporate bs or simple bumbling oversights, I've cancelled my subscription and asked that my account be closed to avoid further marketing garbage from Butcher Box. Kind of a shame given that the value was actually pretty good and the convenience was great. Suggestions for BB. 1. invest in a QC process that checks orders before they're shipped. It'll save you on refunds. 2. Implement a process that doesn't allow online coupon codes to be accepted if they've expired. 3. Be truthful and transparent with your customers.

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:I received [redacted] 's response shortly after I filed my complaintWhile this is acceptable to me I do still believe they need to have a working customer service number that is answered in a timely manner not just a voicemail I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Customer subscribed to the Custom Classic monthly plan, as provided in the screen shotThe next billing date was December 4th, and customer received an email letting him know that his next box was coming upNo request to pause or cancel the order was received, and the customer was billed according to our terms and conditionsOnce a cancellation request was received by the customer, his order had already shippedCustomer received shipment on time with no delayCustomer received a courtesy refund on 12/

Order was shipped on time and in accordance with the language listed throughout our website and the terms & conditions agreed to as outlined in the previous response and all correspondences

Customers orders were delayed and information relayed to customer via email on 12/that order would be shipping for delivery by 12/Request to cancel both orders was received by customer on 12/21, the day of scheduled shippingOrders were pulled by our warehouse and refunds issued to customer

Customer was not charged nor sent a ButcherBoxCustomer's subscription has been cancelled, cancelling any future shipments or chargesAt times of high call volume, callers are instructed to leave a message for a callback- no messages on file from the phone number on customer's account

ButcherBox is a subscription serviceThis is noted on our site here prior to adding your email and zip code to order and in our FAQ here.Your original order was placed on 5/4/for a subscription to our Chicken & Pork ButcherBox with the monthly option chosen here during checkout, making the next invoice date 6/4/and the 4th of each month unless updated or cancelled.We did not received a cancellation request from ** prior to the invoice date as outlined in our Cancellation Policy here and as noted in the account page, which is why your order invoiced according to the original order** was sent an invoice on 6/4/to the email address she provided when she ordered the subscription, [redacted] The subscription box shipped as ordered on 4/7/** had from 6/4/to 6/7/before the order shipped to cancel the order that she was invoiced for and notified ofShe made no attempt to contact support or cancel the order until Thursday 6/11/17, days after the order shipped and was in transitWe ship perishable meats that can not be restocked or resoldAn order can not just be cancelled mid shipment without having to be destroyed at a total loss to ButcherBox.This order shipped in accordance with our Terms & Conditions here that Jo agreed to at the time her order was placedTerms of SaleSubscriptionsButcherBox is a subscription service where we offer various subscription plans for the recurring delivery of our products (each purchase of any such plan, a “Subscription”) and may offer aor one-time products for saleOur product offerings and available Subscription plans are described on our website and mobile application, as applicable, at the time of purchase, and are subject to change at any time prior to purchaseReturns and Refunds.(a) Standard Return/Refund Policy.(i)We are shipping perishable product and therefore are not able to accept returnsUnlike items that have a longer shelf life, items that are perishable cannot be restocked or resold.(vi)If your order is returned to us because of an incorrect address provided or refusal of delivery when shipped according to our terms and conditions, we must dispose of the contents and you will not be refunded.(b)Return/Refund Policy for Cancelled OrdersCancellation requests can be made by writing to [redacted] at any time prior to the order invoice dateYou are liable for any orders placed or charges that incur prior to the cancellation requestIf the request for cancellation is made after your order has invoiced, the request will be processed for the next scheduled invoice.Information on how to cancel a subscription is also located in our public FAQ hereCancellation requests can be made by writing to [redacted] at any time prior to the order invoice dateYou are liable for any charges that incur prior to the cancellation requestIf the request for cancellation is made after your order has invoiced, the request will be processed for the next scheduled invoice dateIf the order has been picked for delivery and a shipping label created, we aren’t able to alter the delivery and the order can not be cancelled or returned to sender as it is perishable and can not be restocked or resold.If your order is returned to us for refusal of delivery when shipped according to our terms and conditions, we must dispose of the contents and you will not be refunded.Information on returns/refunds is also located in our public FAQ hereStandard Return/Refund Policy:We are shipping perishable product and therefore are not able to accept returnsUnlike items that have a longer shelf life, items that are perishable cannot be restocked or resoldPlease review your order and corresponding receipt carefully and if any changes need to be made, email [redacted] immediatelyOnce an order processes for shipping, we are unable to change the plan type or alter the order and any requests/changes made will be applied to the next invoiced order.Return/Refund Policy for Cancelled Orders:Cancellation requests can be made by writing to [redacted] at any time prior to the order invoice dateYou are liable for any orders placed or charges that incur prior to the cancellation requestIf the request for cancellation is made after your order has invoiced, the request will be processed for the next scheduled invoice[redacted] was spoken to via a call to [redacted] and this information was relayed to her via email, which she responded to and a [redacted] message, which she responded toShe was informed of the above and that should she choose to return to sender, she would not be refunded as the order shipped in accordance with the above cited terms & conditions and policies that were all made available to her prior to placing an order for a ButcherBox subscription and at any time after

I did receive an email and refund from the company after I filed my complaintI am completely satisfied with the resolution of the situation at this timeThey did also send me a box out for free which was in addition to the refund and absolutely not something they had to by any means do but they went the extra mile and didI appreciate the way it was handled, thank you Regards, [redacted]

I've been replying to the emails and calls She did have an order issues in which it was delivered late and a replacement was set up She was sent a replacement box and refunded in full for the comp being set up a later week Copy of the email sent that notes the refund was processed and that we would like her to receive the shipment on us as well for any inconvenience Hi [redacted] ,Thanks for providing feedback on your support interaction and bringing this to my attentionThe replacement was set up for you on 9/18/and should have been set to be shipped out on 9/19/for delivery on 9/22/In looking at the replacement entered, I see the agent put the ship week as the 24th and I don't see that this was requested by you at any time so I can't answer as to whyI will reach out to Holly for more info and to ensure that the processes are followed properly on our end.The replacement did ship this morning via *** - tracking wasn't posted just yet to your account or email, but I did get it from the fulfillment center for you:XXXXXXXXXXXXXXXXXXXX (tracking removed for security in this response only - attached to the email sent to her)I've also refunded your card on file for the shipment and the excessive delayPlease feel free to enjoy your first box on us.Have a great week!All the best, [redacted] Customer Support Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have read the reply from ButcherboxTheir facts are not 100% correct, nor are their business practicesI did NOT place an order for an all beef box, I did nothing but CANCEL my original subscriptionAlso, the only reason they finally called me back was because I made these promises (I don't make threats) to get this correctedHad they ran their business better, this interaction would have never escalated the way it didI am one of many customers who have had the same experience, and that's a shameI will not be fully satisfied until the $is refunded to my account (no sight of it yet)If it doesn't show up, I'll file another complaintI will not use their company again, however I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Customer invoice date is the 13th of each monthOn 2/order was invoiced and sent to fulfillment, shipping on time 2/for Saturday deliveryWe ship for delivery Wednesday-SaturdayCustomer's delivery address was a place of business, that was closed on Saturday therefore delivery could not be made- customer requested address change which delays the delivery for any shipmentShipment was then delivered on TuesdayPer our FAQ regarding delivery to a business address: Important information for business address: We recommend that you have the box delivered to your home address to avoid any shipping issues.Carriers deliver on evenings and weekends and we aren't able to guarantee delivery on a certain date or time Should your package be delivered to a business when it isn't open, the carrier will not leave the package and will attempt to deliver the following business day We offered the customer a 1/price reship of his order, sharing in the expense of a replacement due to being delivered to a business addressThe customer declinedAt the time the initial order was placed, the promotion link referenced was not used, as a courtesy it was applied to his account

While I do accept the business' response I did receive a refundhowever, never have spoken to a person and cannot believe that yet another month later I received a free box or what I supposedly orderedI received someone else orderyet freeA good business practice would be to answer calls and emailsperiod Thanks Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . I understand the issues with the carrier, I did receive notifications from the Business only AFTER I called. The full promise was to refund the money and to send a box, free of charge for all the inconvenience. No box ever received, this is what I take issue with, the company never once took responsibility, it was always an excuse, and each time in order to get an answer I had to initiate the call or contact, I was NEVER contacted stating that they were aware of any issues or notified that there was shortages, and the final straw was to promise a box, free of charge that NEVER shows up. Sad that all I received was excuses and NEVER a fulfillment of a promise. Regards, [redacted]

Order was shipped and delivered per the tracking for shipmentRequest was received on 12/that the shipment was not delivered to the location of customer, and support requested that customer file a lost package report with ***No response was received from the customer until 1/A refund was issued on 1/to the card on file

*** placed the order and we sent a receipt with the shipping onfo provided as well as account access to review the order and ensure we were given correct information.Order was placed on 9/17/and shipped on 9/19/17. Tracking for this order was emailed to the customer and posted to their
account page on 9/20/17. On 9/21/when the carrier was delivering the package, they noted that the received info was incorrect and attempted to contact the customer to obtain additional delivery information. The carrier is not at fault when an incorrect address is provided and will not cover a claim for damages they didn't didn't create. We shipped to the address we were provided, which *** relayed to an agent on 9/28/was incorrectly entered by the customer when the order was placed. He was offered a replacement shipment at half price as outlined in our policy below.Return/Refund/Substitution Policy: ***We guarantee delivery to the address provided when the order is placed/shipped and when retrieved on the guaranteed delivery date.Due to the perishable nature of our product, we cannot guarantee the condition of the delivery if the address is incorrectly entered, if a change of address isn’t updated prior to the invoice date, if an address is altered while in transit, or if you are unable to retrieve the order on the guaranteed delivery date and did not notify us prior to the order being invoiced. When placing your order, please enter your shipping address carefully to ensure accuracy and review your receipt/account for any errors. If you enter the shipping address incorrectly when the order is placed, please email *** immediately for correctionShould your shipping address change, please update your address prior to the invoice date either via your account or by writing to ***If your package needs to be left at specific location in your building, please be sure to add this to the driver notes section at checkout or email *** to update the address. If your order is returned to us because of an incorrect address provided or refusal of delivery when shipped according to our terms and conditions, we must dispose of the contents and you will not be refunded. In the event an order is delivered late due to an incorrect address or if you are unable to retrieve on the delivery date without prior notification and thawing/damage occurs, you will not be refunded. If you would like an order that was improperly addressed or not retrieved on the guaranteed delivery date reshipped, you will be charged 50% of the cost for the replacement shipment

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Butcher box uses misleading language and semantics to lead consumers to believe thier pakages will arrive in under a weekThis is not true depending on what day you order your boxWhen I attempted to cancel my subscription, butcher box treated me very poorly, lied to me, and eventually cut off communicationConvenience is the commodity being sold every bit as much as the actual meatAs this subscription is in fact VERY Inconvenient, The company is not delivering thier end of the transaction
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Customer received notification via email that order was delayed due to inventoryOrder was refunded in full on 12/and order was shipped gratis

Customers order was delayed, and this information was relayed via email on 12/20, with anticipated delivery date of 12/Customer advised they would be out of town, a refund was processed on 12/

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***