ButcherBox, LLC

*** emailed times over the course of two days, pushing her inquiry back as she did so She cancelled the order on the date it was placed, cancelling it and was notified at that time to contact support for a refund As soon as she contacted us, we replied letting her know what message
she would have seen when cancelling and that a refund was processed to her card on file A receipt for the refund was also sent to her at that timeThis was completed on 8/29/- she wrote in for the first time on 8/27/and received the reply with the refund within hours

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. I would note however, that the pattern of poor planning on the part of the ButcherBox is unacceptableWe regularly order frozen items from other companies, and things always arrive frozen or at the very least cold, even when delayed.
Regards,
*** ***

Customer was invoiced per our terms and conditions, and received notice via email on the account regarding the upcoming invoice dateNo cancellation request was received prior to the invoicing date, and subscription continued as normalRequest to cancel order was received after the order had been
sent for processing, therefore meeting our fulfillment processOrder was shipped and delivered on time

Customer contacted support on 12/to cancel her orderAn agent checked with our warehouse at that time, and the order had been scheduled for shippingDue to a delay, the order was postponed to ship the following weekOn 12/a refund was processed and completed for the delayed order

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]. 
Regards,
[redacted]
This company asked me for an email and didnt tell me that I was responsible for the next box. They show you the website information but talking on Instant Message it was not mentioned. They took my email and signed me up. That is not right nor is it fair. They lied.

The July order shipped via [redacted] with a delivery date of 7/14/17.  The carrier made the decision to delay the order without notification, which is what caused the dry ice to completely evaporate and the order to thaw.  The order was packaged appropriately for delivery on the...

guaranteed date of 7/14/17.  [redacted] did not deliver the package until 7/18/17.  The email regarding the damaged order was addressed in the order received and the customer was refunded the full cost of the shipment and the subscription cancelled.  A claim was also filed with [redacted].  An item that was ordered in June was out of stock and the customer was refunded for the added item.

Customer subscribed to the Custom Classic monthly plan, as provided in the screen shot. The next billing date was December 4th, and customer received an email letting him know that his next box was coming up. No request to pause or cancel the order was received, and the customer was billed according...

to our terms and conditions. Once a cancellation request was received by the customer, his order had already shipped. Customer received shipment on time with no delay. Customer received a courtesy refund on 12/10.

Due to unprecedented demand during the holiday season, ButcherBox experienced significant delays fulfilling orders.Customer requested cancellation. ButcherBox fully refunded the customer and asked them to please keep the already shipped box gratis.

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.

I did receive an email and refund from the company after I filed my complaint. I am completely satisfied with the resolution of the situation at this time. They 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 did. I appreciate the way it was handled, thank you.
Regards,
[redacted]

Customer was not charged nor sent a ButcherBox. Customer's subscription has been cancelled, cancelling any future shipments or charges. At 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.

Several agents replied to the multiple requests received, all apologizing for the fulfillment error.  We sent an email to the customers affected along with a credit to the account as soon as we were informed of the tracking error, which was not blamed on the carrier.  The error was due to...

the fulfillment center using old tracking that wasn't removed from their system.  Shipping to incorrect addresses lead to a shortage of some items, which extended the delay and was explained in the message sent.  The order was refunded in full as requested.

Customer selected the week of 12/3 as delivery week. Due to inventory shortage, the order was delayed and customer received notice that the order would be shipping the week of 12/18 for delivery by 12/22. Customer requested the order cancelled and a refund on 12/22, order was cancelled and a full...

refund issued.

While I do accept the business' response.  I did receive a refund.. however, never have spoken to a person and cannot believe that yet another month later I received a free box or what I supposedly ordered... I received someone else order... yet free... A good business practice would be to answer calls and emails... period.  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]

Customer selected delivery week of 12/31. A confirmation email is sent after the order is placed, letting customers know their order is received. Support email was responded to with details regarding order and the shipping week chosen. Order was processed and shipped on time, per the delivery week...

chosen by the customer. Order was delivered on time, per our agreement.

Customer invoice date is the 13th of each month. On 2/13 order was invoiced and sent to fulfillment, shipping on time 2/15 for Saturday delivery. We ship for delivery Wednesday-Saturday. Customer'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 shipment. Shipment was then delivered on Tuesday. Per 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 1/2 price reship of his order, sharing in the expense of a replacement due to being delivered to a business address. The customer declined. At the time the initial order was placed, the promotion link referenced was not used, as a courtesy it was applied to his account.

Order placed on 6/15/17 (Thursday).  We ship Mon - Wed.  The order shipped on 6/20/17 for delivery on 6/22/17.  We've emailed the customer directly with the tracking, etc.

ButcherBox is a subscription service. This 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 5/4/17 for a subscription to our Chicken & Pork ButcherBox with the monthly option...

chosen here during checkout, making the next invoice date 6/4/17 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 6/4/17 to the email address she provided when she ordered the subscription, [redacted]. The subscription box shipped as ordered on 4/7/17. ** had from 6/4/17 to 6/7/17 before the order shipped to cancel the order that she was invoiced for and notified of. She made no attempt to contact support or cancel the order until Thursday 6/11/17, 4 days after the order shipped and was in transit. We ship perishable meats that can not be restocked or resold. An 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 placed.4. Terms of Sale.4.1 Subscriptions. ButcherBox 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 add-on or one-time products for sale. Our 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 purchase.4.10 Returns and Refunds.(a) Standard Return/Refund Policy.(i)We are shipping perishable product and therefore are not able to accept returns. Unlike 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 Orders. Cancellation requests can be made by writing to [redacted] at any time prior to the order invoice date. You are liable for any orders placed or charges that incur prior to the cancellation request. If 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 date. You are liable for any charges that incur prior to the cancellation request. If the request for cancellation is made after your order has invoiced, the request will be processed for the next scheduled invoice date. If 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 returns. Unlike items that have a longer shelf life, items that are perishable cannot be restocked or resold. Please review your order and corresponding receipt carefully and if any changes need to be made, email [redacted] immediately. Once 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 date. You are liable for any orders placed or charges that incur prior to the cancellation request. If the request for cancellation is made after your order has invoiced, the request will be processed for the next scheduled invoice.** 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 to. She 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.

[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 complaint. While 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]

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]