ButcherBox, LLC

Order was shipped and delivered per the tracking for shipment. Request was received on 12/30 that the shipment was not delivered to the location of customer, and support requested that customer file a lost package report with [redacted]. No response was received from the customer until 1/2. A refund was...

issued on 1/2 to the card on file.

[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 Butcherbox. Their facts are not 100% correct, nor are their business practices. I did NOT place an order for an all beef box, I did nothing but CANCEL my original subscription. Also, the only reason they finally called me back was because I made these promises (I don't make threats) to get this corrected. Had they ran their business better, this interaction would have never escalated the way it did. I am one of many customers who have had the same experience, and that's a shame. I will not be fully satisfied until the $129.00 is refunded to my account (no sight of it yet). If it doesn't show up, I'll file another complaint. I 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]

The agent that received the chat was new and wasn't authorized to issue such a large refund, therefore reached out to the lead to contact the customer.  We experienced a shipping issue and sent an email out to the customers affected. Not only was this order refunded in full, she was also...

given an account credit and sent a box for free for the troubles.  Email to the customer:So sorry for the issues here. You should have received an email on Wednesday that I had sent out regarding the order, your email address is in the list of those I sent it to.The tracking error that you were informed of previously caused a shortage in stock which delayed the reships. This is nothing we've ever seen happen and have taken measures to prevent this from happening in the future. We already added a $30 credit to your account when we were notified it would be delivered last week. It has now been pushed out to this week for delivery. I'm so sorry about all of this and I've refunded the order in full to your card on file. Please feel free to enjoy it on us.I see you have another box set to invoice on 10/13/17, if you would like this changed to November since this one is late please let us know.Reply from the customer:Thank you so much for getting back to me so quickly. I did receive the refund and received an accurate tracking number today that shows my box delivering tomorrow! I really appreciate you giving me the refund which is what I asked for but I greatly appreciate you going above and still sending a box. I was really looking forward to trying the product but assumed I would not have that opportunity. I am thankful I will get the chance to. I realize things happen and I’m thankful in the end it turned out great. I look forward to a long relationship with Butcher Box. Thank you so much!

Customers orders were delayed and information relayed to customer via email on 12/17 that order would be shipping for delivery by 12/22. Request to cancel both orders was received by customer on 12/21, the day of scheduled shipping. Orders were pulled by our warehouse and refunds issued to...

customer.

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 attention. The replacement was set up for you on 9/18/17 and should have been set to be shipped out on 9/19/17 for delivery on 9/22/17. 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 why. I 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 [redacted] - 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 delay. Please feel free to enjoy your first box on us.Have a great week!All the best,[redacted] Customer Support Manager

[redacted] ordered an XL Beef Chicken & Pork ButcherBox on 8/29/17.  When checking out, the ship week of 9/11/17 was chosen.  A receipt of the order that included the shipping estimate based on the date chosen was sent to the email address on file (transmission successful). [redacted] wrote in...

Monday September 11th at 11:29 am.  [redacted] replied on Tuesday September 12th at 3:03 pm with information on how shipping times work based on the delivery week chosen.The order shipped the week the customer choose at checkout (week of 9/11/17) on Tuesday 9/12/17 and was delivered as ordered on Friday 9/15/17.[redacted]The customer service number is on the invoice received with every order and at the top of our website on every page next to the ButcherBox logo in red lettering (screenshot attached).On 9/12/17, [redacted] logged into her account on butcherbox.com and changed her plan from XL Beef Chicken & Pork to the standard All Beef Box, creating a new order to invoice on that date.  She was charged for that box according to the date chosen when she updated the plan to the standard box.  She was sent an receipt when this order was placed on 9/12/17 and called support 3 days after the order invoiced and had processed for shipping (Friday 9/15/17 at 10:09 am), noting that the order was placed in error.  Her call was returned the same day (Friday 9/15/17 at 8:04 pm).  We had the order she placed pulled at our expense and this was refunded to [redacted].  [redacted] noted in one of her numerous emails in which she threatened to " leave bad reviews for you on ALL social media" if she didn't get the result she wanted that she cancelled on 9/12/17.  She did not cancel on 9/12/17, she changed her plan to All Beef on 9/12/17 and created an order to be processed.  The subscription was cancelled when it was refunded on 9/15/17 via support.