NatureBox, Inc.

NatureBox Response:
MrChogyoji signed up for our free trial box for $Purchasing this box automatically enrolls customers in a monthly subscription, which starts days after sign up and continues until cancelledThis is communicated to customers at sign up and on the websiteWe
have cancelled MrChogyoji’s account and deleted his credit card information from our systemThis cancellation occured prior to his next billing date so he was not charged for a second orderWe apologize that MrChogyoji was unable to find this information in the FAQsI believe that he was referencing an article that provides instructions for our customers who are one of the older subscription plans which we still offer

I signed up with Naturebox a couple of months agoThey were out of particular items that I requested, and sent me an email asking me to add additional items or they would choose a random snackI went in immediately and added itemsUnfortunately it appeared those items were out of stock too, and they shipped "suprise snacks"This would normall be ok, but I have some health issues and the items they shipped could not be consumedOne of the items they shipped was previously ordered by me and had to be given away due to the health concern
I contacted them through ***, and they immediately responded asking to re-ship the items that I had initially requestedOn top of that, they wanted to replace the snack I had to give away! So impressed with their service- and their snacks are great!

Initial Business Response /* (1000, 5, 2015/06/19) */
*** *** signed up for a 6-month prepaid subscription on December 14th, All of our prepaid subscriptions automatically renew at the prepay price at the end of the designated prepaid termThis information is present on the page
which allows the customer to select the prepay option as well as on the order pageIn order to prevent the renewal from occurring Naturebox requires that the subscription is cancelled days prior to the renewal
*** *** contacted us to cancel her account via email after the renewal had occurredWhile we do not believe that we held back information about the terms of our prepaid subscription, as a courtesy we provided her with a full refund of $in addition to cancelling her subscriptionWe hope that this solution is satisfactory for the customer
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Thank you

Initial Business Response /* (1000, 8, 2015/07/13) */
RG contacted us on July 1st to dispute several charges made to her source of paymentRG reported that she started her subscription using a $gift card but our records show that she paid $for her first box and each subsequent box
after her initial purchaseThere was no record of a gift card linked to RG's name or the name she provided as the gifterIn order to come to come to a resolution, our agent requested that RG provide us with the confirmation that is sent to each gift recipient when a gift card is orderedRG was not able to provide us with this informationWe would be happy to provide RG with a refund when she provides us with this confirmation
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to her door each monthWe do not believe that we incorrectly charged the consumer's card based on the information present in the customer's account or in our records
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions

Initial Business Response /* (1000, 5, 2015/10/02) */
*** *** signed up for a membership with NatureBox on 7/29/by purchasing our sampler boxThis promotion offered a box of samples and one full sized snack bagOrdering this box automatically enrolls our customers in a
monthly membership service in which they are agreeing to have a box of snacks sent to them on a monthly basis for $19.95/per month
Per our terms of service, we do state that all cancellations will need to be made prior to the next shipping date as we cannot accept returns of our items due to food safety reasonsAll of our member's ship dates are conveniently located in their personal account dashboard and above their snack pantry to ensure that they can plan for their next boxAdditionally, we send out a reminder days prior to each box's ship date
Ms***'s second box within her membership processed and shipped on 8/28/Ms*** took the steps to cancel her membership online on 9/3/Ms*** contacted our customer support department on 9/15/to communicate that she did not like the snacks in her box and requested a refundAs a resolution we offered to apply our Smart Snack Guarantee in which we will replace any snack that was disliked in our member's next boxDespite, Ms***'s account being cancelled we offered to send replacement snacks as a resolutionMs*** did not accept this offer and continued to request for a refund
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to Ms***'s doorWe understand that from time to time our members may choose a snack that they do not enjoyIn these cases we are happy to replace any snack that is not liked but are unable to offer refunds for these circumstancesIf Ms*** decides that she would like to receive replacements for the snacks she did not enjoy, we would be happy to process a shipment for her that is free of charge
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's resolution continues to be to give a (former) customer, MORE of something they do not wantHow is that a satisfactory resolution?
Final Business Response /* (4000, 9, 2015/10/08) */
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to Ms***'s doorSince Ms*** has indicated that replacing the disliked snacks is not a satisfactory resolution for her complaint, we have issued a refund of $back to Ms***'s source of payment
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions

Initial Business Response /* (1000, 5, 2015/06/30) */
*** *** signed for for our Free Trial Sampler box on May 25, This promotion offered the 1st box of our subscription service at $We inform our customers that they are signing up for a monthly subscription on all pages of
the checkout processKey phrases mentioning "each month"& "rolls into a monthly plan" are located on the landing page and page where the customer selects the plan (https://naturebox.com/select) they would like to enroll themselves inAdditionally, on the order page it states "by clicking "place order" you acknowledge you have read and understand the NatureBox terms & conditions and authorize us to automatically continue your NatureBox subscription, charging $each time your subscription renews to the payment method provided, until you cancel"
Additionally, this information, along with specific information about the cancellation process, can be found on the order confirmation emailWe ask that customers cancel at least days before their next billing dateCustomers can find their next billing date via their online dashboard, available on our site
*** *** cancelled her subscription on June 25, but her order had previously processed that dayAlthough we here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to your door each month, to end any dissatisfaction we have issued the refund of $(Please see attached,*** ***_refund) as requested
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Thank you
Initial Consumer Rebuttal /* (2000, 8, 2015/07/02) */
The issue has been resolved, I was issued a full refund!

Initial Business Response /* (1000, 8, 2015/07/13) */
RG contacted us on July 1st to dispute several charges made to her source of paymentRG reported that she started her subscription using a $gift card but our records show that she paid $for her first box and each subsequent box after
her initial purchaseThere was no record of a gift card linked to RG's name or the name she provided as the gifterIn order to come to come to a resolution, our agent requested that RG provide us with the confirmation that is sent to each gift recipient when a gift card is orderedRG was not able to provide us with this informationWe would be happy to provide RG with a refund when she provides us with this confirmation
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to her door each monthWe do not believe that we incorrectly charged the consumer's card based on the information present in the customer's account or in our records
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions

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, *** ***

Mr*** took advantage of one of our new customer promotions in which we offer $in free snacks for a customer’s first box with NatureBoxApplying this promotion automatically enrolls our customers in our subscription service in which they agree to have a box of 5-snacks sent to them on a
bi-weekly schedule until the subscription is cancelledBy placing an order, customers are authorizing us to start their membership at $This charge occurs each time the subscription renews until a cancellation occursThis information is available on the checkout page and in the email confirmation that we send to our customers welcoming them to our serviceBased on Mr***’s complaint it appears the terms of our service were misunderstood and we are sorry that he was dissatisfied with our service and will share his feedback on our Free Box offer to our marketing team
Mr*** had a box process on the day that he contacted us to cancel his subscriptionOnce a box processes we are unable to stop it from shippingUpon review of Mr***'s phone call with one of our customer support representatives, we see that he was not informed that he had another box on the way at the time he cancelled his accountWe understand this caused confusion and apologize for the experienceTo end any dissatisfaction we have refunded Mr*** $ for the box that processed on 3/

We apologize for Ms***’s experience and that she was not able to get her issue resolved when she contacted our customer support teamMs***’s shipment was impacted by a system error and I am sorry she was not provided with a clear answer at the time she contacted usNatureBox
ships out of multiple warehouses When an order is placed, it is routed to the warehouse that has the items in stock and will ship by the next business dayDue to our system error, her order was routed to a warehouse that did not contain your items and her shipment became stuck in a processing status and did not ship as promisedPer, Ms***’s request we have cancelled her account and processed a refund for her orderWe will address this issue with the agents she interacted with to ensure another customer does not have a similar experience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for locating the emailI appreciate that NatureBox does show that it cares about customer experience and that they kept trying to find a solution for my situationMaybe once I graduate and actually have money, I might resubscribe :)Sincerely, *** ***

Initial Business Response /* (1000, 9, 2014/05/16) */
*** *** signed up for NatureBox on April 27, at $49.95, this is the full price cost for our Smart Snacker containing bags each monthHer subscription ran regularly in the processing, packing, and shipping of her box of
snack bags*** had mentioned a "free first box" code, however the code she mentioned only applies to the first box of a Deluxe size subscription (regularly $monthly)
I've attached an image of the exact email that would have been forwarded to the customer for her to receive the code mentionedAs photographed, the email clearly stated that the free box would only apply to a Deluxe sizeThese codes are built to have no actions when applied to larger size boxes or gift subscriptions as larger subscriptions run from $- $This was all explained by our Snack Concierge through a phone call on April 28th
Though we will not be honoring a full refund, we would like to come back by offering half of her money back due to a current 50% discount we offer for new customers
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to your door each monthWe have issued $back to the credit card ending in on file as a courtesy to the situation at hand
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Thank you
Initial Consumer Rebuttal /* (3000, 11, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be fine with the refund...if they sent me the larger boxI only received six packages.I have the receipt in my hand and will put a copy on hereI ended up getting tye deluxe package bags plus one bonusin totalMy credit card was originally charged $and I only ended up getting small package
Final Business Response /* (4000, 13, 2014/05/21) */
It is apparent that *** downgraded her box size immediately after purchasing the larger size box
Confirmed that the box shipped was a Deluxe size (snack box) with a bonus snackEqualing out to total snacks
A $credit applies back to her account in this situation which automatically would be deducted from her second order with usAs you can see in the image attached, this was applied on April 28th,
Because the promotion was good for a Deluxe size box, we have refunded the customer the total difference between the remaining amount paid after the first refund and $which equals to $
This means that the customer has only ever paid us $after both refundsCombined refunds of
XXXXXXXXXXXXXXXXXX 05/21/VISA $Refund XXXXXXXXX Naturebox ***@aol.com
XXXXXXXXXXXXXXXXXX 05/16/VISA $Refund XXXXXXXXX Naturebox ***@aol.com
We will be removing the store credit from ***'s account as she is no longer an active subscriber and has received refunds in replacement
Our greatest apologies for not detecting this sooner
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Thank you
Final Consumer Response /* (2000, 15, 2014/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Wow! Im very impressed that the company give me a refund thanks so much

When Ms*** signed up for a NatureBox membership she was automatically enrolled in our Annual Membership program in which after the first month, she was charged an annual fee of $The fee reverts to store credit and automatically applies to snack purchasesThis information was
available at sign up and available in our FAQsBased on the feedback provided in this complaint, it is clear that Ms*** did not understand that there would be an annual feeWe have processed a refund for Ms*** and have cancelled her accountWe apologize for the confusion have taken steps to improve how this information is presented at sign up

Ms*** paused his su**cription on June 8th, At this time her su**cription was scheduled to resume on December
13th, This date was communicated to her at the time she took the steps to pause her account&n**p;On December 15th, 2016, &n**p;Ms*** contacted us to cancel her su**cription and requested a refundWhile we initially did not process a refund, after further review of her account, one of our managers approved the refund and processed it on December 16th, Ms*** was notified via email that we processed the refundWe are sorry that Ms*** was unhappy with our service and hope that these actions resolve any dissatisfaction she has with NatureBox

Ms*** paused his su**cription on June 8th, At this time her su**cription was scheduled to resume on December 13th, This date was communicated to her at the time she took the steps to pause her account&n**p;On December 15th, 2016, &n**p;Ms*** contacted us to cancel her
su**cription and requested a refundWhile we initially did not process a refund, after further review of her account, one of our managers approved the refund and processed it on December 16th, Ms*** was notified via email that we processed the refundWe are sorry that Ms*** was unhappy with our service and hope that these actions resolve any dissatisfaction she has with NatureBox

Initial Business Response /* (1000, 5, 2015/06/19) */
*** *** signed up for a 6-month prepaid subscription on December 14th, All of our prepaid subscriptions automatically renew at the prepay price at the end of the designated prepaid termThis information is present on the page which
allows the customer to select the prepay option as well as on the order pageIn order to prevent the renewal from occurring Naturebox requires that the subscription is cancelled days prior to the renewal
*** *** contacted us to cancel her account via email after the renewal had occurredWhile we do not believe that we held back information about the terms of our prepaid subscription, as a courtesy we provided her with a full refund of $in addition to cancelling her subscriptionWe hope that this solution is satisfactory for the customer
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Thank you

Initial Business Response /* (1000, 5, 2015/01/12) */
*** *** enrolled in a month prepaid subscription in June of In December *** was charged again for the next month termBy enrolling in a month prepaid subscription, our customers pay $less for each box than a
customer on a month to month planBecause of the discount and commitment, these plans are non-refundable
Though we here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to your door each month, on January 7th our representative refunded *** $as a courtesy to the situation at hand
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Initial Consumer Rebuttal /* (3000, 8, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Initially I was informed by *** (representative) and *** *** (Supervisor) that there is no way to refund any money as it is not their policyOnly after I notified them that I had contacted the Revdex.com did they offer me the refundPer their website "provided that if you are dissatisfied with a product or products for any reason, we will refund the cost of that product or products to you so long as you contact Customer Service in writing or at *** and request a refund within ninety (90) days after delivery of the product(s) to the delivery address on your account."
I feel that given their representative and also their manager instructed me that it is not their policy, they are either being trained with incorrect information or providing fraudulent statements when customers request a refund in the hopes that the customers will not seek further refunds*** *** stated to me that he is the highest manager under the CEO so it would seem odd that someone that high in management would not be know their own companies policiesFor other customers who did not bother to contact the Revdex.com they likely just lost out on their money despite having the right to a refund per Naturebox company policy
Final Business Response /* (4000, 10, 2015/01/16) */
*** ***'s initial phone call on January 7th, at 1:PM (length:10:18) was in relation to a late cancellation*** stated, "I actually cancelled my subscription in December, it still got charged for the second round and then I received a NatureBox box"The customers month plan renewed on December 19th at 6:PM and *** *** cancelled online on December 21st, at 11:PMIt is stated in our terms that "If you choose to cancel your service, you must notify the company at least days before your next billing datePayments are generally non-refundableThe next part of the terms states that we will provide a refund if you are dissatisfied with a product or products for any reasonIn the phone call on January 7th, at 1:PM (length:10:18), *** did not state, at any point of the call that he was dissatisfied with our products
The refund provided was a courtesy on our end given the circumstancesOur representative states in an email sent to *** on January 7th at 3:PM, "After taking a closer look into your account, we do see that you have been with us for a long time so we have gone ahead and issued a pro-rated refund for $79.75"We stand by our word that we do not believe this was an issue with the quality of our products, and we feel strongly that the agreed upon solution is sufficient of the situation
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Final Consumer Response /* (4200, 18, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the company should adjust their website to accurately explain their refund or lack there ofIf they are going to state that it is not within their policy to issue refunds, then their website should NOT state that they will provide a refund if you are dissatisfied with any productMy refund was a result of contacting the Revdex.com only after trying to reasonably go through their customer service and managers, however it is obvious that many others online have had similar issues and not sought reparationsAt best Naturebox is unethical, at worst it is potentially utilizing an illegal practice

We thank the customer for their feedback and apologize that they did not have a seamless experience when referring their friend to NatureBoxIt appears that while the customer successfully referred their friend to NatureBox, when the referral signed up they didn’t use the referral link that we
use to track a customer’s referralIf this link is not used our system is unable to recognize who the referring customer is and this prevents the referral credit from being issued properlyWhen the customer contacted us we made an exception, and issued the $credit to this customerIt appears there is no other desired action from the customer and hope that by issuing the credit we have resolved the customer’s dissatisfaction

Initial Business Response /* (1000, 8, 2015/07/20) */
*** *** prepaid for her month multi-term subscription on January 31stWhen a customer purchases a multi-term plan they are unable to cancel their account at any time as an early cancellation would prevent all of the boxes
purchased within the plan from processingWe do require that a customer contact us via email or phone to cancel their multi-term subscription planThis ensures a customer cannot cancel their subscription prior to receiving all of the boxes within their planSubscribers to our multi-term plans do have the option to pause their account when needed and can utilize our online functionality to do so
The use of the statement "pause or cancel anytime" refers to our monthly subscription plansPer *** ***'s request, we have gone ahead and cancelled your subscriptionThe third box in her multi term plan had shipped on June 29th, The plan had not renewed for an additional months so a refund is not required
While we do not believe that we held back information about the terms of our multi-term plan, we appreciate *** ***'s feedback and will review our use of the statement "pause or cancel anytime" on our plan select page
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Initial Consumer Rebuttal /* (3000, 10, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not as simple as emailing to cancel as they suggestI did email requesting thAt they cancel my account, a while agoI was told to callYour website does not state what type of account you must have in order to cancel hassle freeMy complaint is about advertisingRemove that statement, add clarification, or allow people to get out of the continuous auto renew cycle or cancel their accounts outrightMost people are unable to call your call center from work nor do they want toDo what you state on your website
Final Business Response /* (4000, 12, 2015/07/23) */
Thank you again for taking the time to contact us and share your concerns
I wanted to personally follow up to let you know that I shared your experience with our leadership team, and we'll be updating our online experience so that all members no matter which plan they've purchased will be able to cancel onlineWe'll be rolling this out across our website in less than two weeks
We appreciate your help in further improving our service as we strive to provide our customers with the best experience possible
Final Consumer Response /* (2000, 14, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/18) */
*** *** signed for for our Free Trial Sampler box on April 12, This promotion offered the 1st box of our subscription service at $We inform our customers that they are signing up for a monthly subscription on all pages of
the checkout processKey phrases mentioning "each month"& "rolls into a monthly plan" are located on the landing page and page where the customer selects the plan they would like to enroll themselves inAdditionally, on the order page it states "by clicking "place order" you acknowledge you have read and understand the NatureBox terms & conditions and authorize us to automatically continue your NatureBox subscription, charging $each time your subscription renews to the payment method provided, until you cancel" Additionally, this information, along with specific information about the cancellation process, can be found on the order confirmation emailWe ask that customers cancel at least days before their next billing dateCustomers can find their next billing date via their online dashboard, available on our site
*** *** took the steps to skip months of service on April 30, and again on June 14, which created a new rebill date of August 14thAt this time *** *** also downgraded her box size to our $Taste Snacker
Although we here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to your door each month, to end any dissatisfaction we have issued the refund of $(Please see attached, ***_Revdex.com_Refund) as requested
NatureBox wants to accurately respond to any complaints so please feel free to contact us directly at XXX-XXX-XXXX if there are any questions
Thank you