NatureBox, Inc.

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, *** ***

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, 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, 2015/02/17) */
*** *** contacted our customer service department to sign up for our Free Trial sample Box over the phone on 12/19/This promotion offered a box of samples and one full sized snack bagOrdering this box automatically enrolls
our customers in a monthly subscription service in which they are agreeing to have a deluxe box of snacks sent to them on a monthly basis for $19.95/per monthOur customer service agent communicated to *** that while she would not be charged for the trial box, she would be charged in days for her first deluxe box
This information, along with specific information about the cancellation process, can be found on the order confirmation email and in our FAQsWe 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 website*** had a billing date of the 19th of the month, so for this month it would have been January 19th
*** contacted our customer service department on 2/5/to communicate to us that she did not receive her trial box but had received her deluxe box for $She expressed dissatisfaction that she was charged $for the deluxe box when she had not yet received her trial sample boxShe informed our agent that because she didn't understand that her box was going to be processed for shipment, she had not chosen her snacks and received snacks that she did not like
As a resolution our agent offered to send snacks of her choice and cancel her accountThis resolution was not satisfactory to *** and she requested a refundBased on our cancellation policy, our agent was unable to comply with her request*** escalated her request to a managerAs a courtesy we provided her with a partial refund of $but we were not able to offer her a full refund as we had not received a cancellation request from *** prior to her billing date of the 19th of January
*** contacted American Express to dispute the chargesAmerican Express filed a chargeback on ***'s behalfNatureBox disputed the chargeback and American Express determined that the merchant was not at faultThey closed the chargeback and did not approve a refund for the customerPlease see attached record of the chargeback
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to your door each monthWe do not believe that we held back information about our service being subscription basedIt is our decision to not issue a refund in this instance*** ***'s subscription is cancelled and she will not receive further charges or shipments
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, 2015/08/03) */
[redacted] started his subscription with NatureBox on April 26, 2015 by signing up for our sampler box. On May 8, 2015 [redacted] took the steps to change his billing date from June 27 to July 27 and changed his delivery frequency to be...

every other month instead of monthly.
[redacted] was notified that he had a shipment process on July 28, 2015. This prompted him to contact our customer service team to cancel his shipment as he no longer wished to be a member of NatureBox or receive our snacks. In this conversation [redacted] communicated that he thought he had cancelled his subscription. The customer service representative did not offer him a refund at this time as the box had previously shipped.
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently each month. We do understand that [redacted] may have confused the actions he took on May 8, 2015 as communicated that he thought he had cancelled his subscription. We have gone ahead and provided [redacted] with a refund of $19.95 for the shipment that processed on July 27, 2015.
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, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/13) */
Our customer JA signed for for our Free Trial Sampler box on March 15, 2015. This promotion offered the 1st box of our subscription service at $2.00. JA contacted our support team via email on April 12, 2015 to inform us that he had yet...

to receive his sampler box. At this time, we informed JA that we would be happy to ship him a replacement box. We requested that he confirm his address to ensure that the box had been sent to the correct place of residence. Our support team did not hear back from JA after our correspondence.
Per JA's Revdex.com complaint, we have issued a refund for $2.00 for the Sampler box that he states he did not receive. Please see attached invoice of refund (J.[redacted] Refund).
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.

Ms. [redacted] contacted Naturebox today February 15th, to notify us of the issue with her account. Upon reviewal of her information and prior contact to our customer support team, one of our Snack Concierges processed her cancellation and a refund of the box that was shipped to her. We apologize that...

there was an error with Ms. [redacted]s original cancellation request and hope that providing the refund resolves her dissatisfaction with Naturebox.

NatureBox offers a Subscribe and Save option to its customers. This feature allows customers to receive a monthly box of items of their choice for an additional 5% off. Customers opt into this option at checkout and agree to receive their items on a monthly basis until the subscription is cancelled....

Cancelling the subscribe and save feature is separate from a membership cancellation. If a customer wishes to cancel their subscribe and save orders they need take the additional steps to cancel their subscription by logging into their account. When Ms. [redacted] cancelled her NatureBox membership, she had thought that this would automatically cancel her subscribe and save orders. We apologize if the terms and cancellation policy of this feature were unclear and that the support agent that she worked with originally did not adequately identify that Ms. [redacted] had opted into the subscribe and save option when they cancelled her membership originally. Ms. [redacted] contacted us to communicate what happened on 8/19 and was issued a refund when a manager identified that the terms of the program were unclear to her. We are sorry for any confusion and frustration we may have caused and hope that the refund resolves any dissatisfaction Ms. [redacted] has with NatureBox.

I used the [redacted] chat function on Naturebox[redacted] to ask a very specific question, which was "Do the packing slips show the price of the items?". I asked because I wanted to purchase 4 "Great Eight" boxes for my friends (and one for myself) without my friends being aware of the price. The customer service representative clearly stated that all packing slips DO include the price of the items. He explained that if I didn't want my friends to know the price, then I would have to buy Gift Boxes. I explained that I wanted to buy other items, not the Gift Boxes, but didn't want the price to show. He reiterated that the price couldn't be omitted unless I bought the Gift Boxes. I didn't want to buy the gift boxes because they are more expensive than the Great Eight boxes, but ended up buying them anyway if that was the only way to not show the price once sent to my friends. Today I found out that the packing slips for all items in fact DO NOT show the prices, so, we have two possibilities: 1. The representative didn't know and didn't check on if in fact prices were included on the packing slip, or 2. The representative deliberately made a false statement that only the higher priced item would a[redacted]modate my desire for hidden pricing, which is an extremely underhanded tactic. Upon finding out today that this agent had lied to me in an effort to make an upsell, I contacted customer service immediately to allow them the opportunity to correct this situation in a satisfactory manner, which they did not. Because the Naturebox website does not include a section for leaving reviews (oddly convenient considering the shady practice of lying to customers), I felt it best to leave my review here. Lying to make an upsell is not only nefarious, but illegal in many states under Consumer Protection Statutes.

Initial Business Response /* (1000, 5, 2015/06/30) */
[redacted] signed for for our Free Trial Sampler box on May 25, 2015. This promotion offered the 1st box of our subscription service at $2.00. We inform our customers that they are signing up for a monthly subscription on all 3 pages of the...

checkout process. Key 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 in. Additionally, 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 $19.95 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 email. We ask that customers cancel at least 5 days before their next billing date. Customers can find their next billing date via their online dashboard, available on our site.
[redacted] cancelled her subscription on June 25, 2015 but her order had previously processed that day. 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 $19.95 (Please see attached,[redacted]_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, 2015/03/03) */
[redacted] started his NatureBox subscription on Jan 31, 2015 by ordering our free sampler Box. At this time he was charged $7.95, the price of shipping of our sampler box to Canada. Mr. [redacted]'s sampler box processed for shipment on...

February 1st, 2015 (Please see attached order history). According to our records this is the only box that was sent to Mr. [redacted], as he cancelled his account prior to his next billing date of February 28, 2015 (Please see attached cancellation history). We have searched for additional charges using Mr. [redacted]'s last four digits of the source of payment and have been unable to find the $19.95 charge that Mr. [redacted] has reported in his complaint to the Revdex.com.
When a sampler box processes, the price of the next box is visible to our customer online when they sign into their NatureBox account. This box would have been $19.95. Mr. [redacted] states that he saw the charge online on the NatureBox website. We are hypothesizing that Mr. [redacted] saw the price of his next box visible in his account information and misunderstood that he was also charged for this box.
We here at NatureBox believe we acted in good faith and executed on our promise of delivering only the sampler box to Mr. [redacted]. We have not processed any other additional shipments or charged additional fees to Mr. [redacted]'s account.
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, 2015/04/17) */
AB signed up for her second NatureBox subscription on 1/2/2015. AB signed up to receive a deluxe box of 5 snacks each month. While our customers are encouraged to choose their snacks if a snack does go out of stock we will replace that...

snack to ensure that the customer receives 5 snacks in their box. We do our best to educate our customer of this process at the time that they choose their snacks.
NatureBox offers a satisfaction guarantee for all of our snacks in which we will replace any snack that a customer is unhappy with. If a customer is unhappy with any of their substitutions we will work with the customer to get them a replacement of their choice.
AB contacted our customer service team to inform us that her order that processed on 4/8/15 contained 2 snack substitutions and requested a refund for this order. Per, AB's request we complied with her request for a full refund of $19.95 instead of shipping replacements. Copy of the refund is attached to this dispute (AB refund).
We understand AB's frustration in receiving multiple substitutions but feel that we provided her with appropriate resolutions each time she contacted our service team with a concern.
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, 2015/10/27) */
[redacted] signed up for a membership with NatureBox on September 18, 2015. At this time he signed up to receive a 5 snack box monthly for $19.95. All prospective customers are informed that NatureBox is an ongoing membership service on our...

homepage. Additionally this information can be found on our check-out page where is 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 $19.95 each time your subscription renews to the payment method provided, until you cancel." When an order is placed, an email is sent which confirms the order and notifies the new member that they are enrolled in an ongoing membership. This email also provides the member with information on the cancellation process. This information is also present in our FAQs and our terms and conditions. In our FAQs and terms and conditions it is noted that all members must cancel their membership at least 5 days before their next billing date to ensure an additional order does not process. Members can locate their next billing date by logging into their NatureBox account.
Mr. [redacted] contacted our customer support team to cancel his membership on October 20, 2015 and requested a refund for the order that processed on October 18, 2015. We processed Mr. [redacted]'s cancellation but were unable to provide a refund since our product had shipped. The tracking information for his order indicates that the shipment was delivered on October 22, 2015.
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to Mr. [redacted]'s door. We do not believe that we held back information about our service being membership based but as a courtesy have decided to issue Mr. [redacted] a refund.
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, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe in paying for something I did not order. Why does Nature Box have to deploy this type of marketing tactic to sell their products. Today, all major companies would refund a customer their money back, if they felt they were being deceived. I offered to refuse the order and let the shipping company return the product. But Nature Box refused. The last reason why Nature Box should refund my money....Their customer service representative told me that I received an email prior to the order being shipped to notify me of the order. I never received that email. If I had received the email, I would have called and canceled the order.
Final Consumer Response /* (3000, 13, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because, on October 28, 2015, NatureBox redrew the $19.95 from my account once again. Even though, they credit my account for the $19.95 on October 18, 2015. I never received my credit.
Final Business Response /* (4000, 15, 2015/11/10) */
On 10/27/15 a refund for $19.95 was provided to Mr. [redacted] for the order that processed on 10/18/15. No additional charges occurred at this time. I've attached a screenshot of the invoice for the refund and a confirmation from our payment processing system Vantiv. It can take refunds up to 10 business days to post to an account so it is possible that the credit had not deposited at the time that Mr. [redacted] responded to our response. I hope this information provides Mr. [redacted] with clarity on the actions taken and that he has received his refund.

Initial Business Response /* (1000, 5, 2015/03/18) */
[redacted] signed for for our Free Trial Sampler box on February 16, 2015. This promotion offered the 1st box of our subscription service at $2.00. We inform our customers that they are signing up for a monthly subscription on all 3...

pages of the checkout process. Key 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 in. Additionally, 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 $19.95 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 email. We ask that customers cancel at least 5 days before their next billing date. Customers can find their next billing date via their online dashboard, available on our site
Annalisse [redacted] has not contacted us prior to her email on March 17, 2015. She contacted us 2 days after the 2nd order had processed. In this email she requested to stop the monthly shipment and noted that she had only signed up for the free trial. Our customer service agent, explained that we do ask that all cancellations occur at least 5 days prior to the billing date and communicated that we would be unable to provide a refund as the monthly box had previously shipped.
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 $19.95 (Please see attached, [redacted]_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.

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/09/26) */
[redacted] signed up for our Free Trial sampler on September 12th, 2014. This promotion offered a 1st box of our subscription service completely free of charge. [redacted] later selected one of our newer "ship now" features which...

triggered the second order to process early. This feature is built to ship and charge a customer's "next" order as soon as possible.
Though this is how the feature is designed to work, we understand that [redacted] had different intentions when selecting said button. It is our decision to issue a full refund in this instance. [redacted]'s subscription is now cancelled, he should not receive any further boxes as requested unless he places a new order.
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to your door each month.
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 /* (2000, 7, 2014/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That will be fine.
Thanks

We were able to locate Ms. [redacted]’s initial cancellation request and have provided her with a refund of $19.95. When Ms. [redacted] initially contacted us to cancel she contacted us using an email address that was not linked to her active subscription and the last name associated with the email...

address was different then than one on her subscription. This impacted the customer support agent’s ability to locate the record of her cancellation. Upon receipt of her Revdex.com dispute, we looked further into our ticketing system and we are able to identify an email that contained an Ms. [redacted]’s name in the signature. We apologize we weren’t able to identify this email  sooner and that Ms. [redacted] had this experience when cancelling her account.

Initial Business Response /* (1000, 5, 2015/08/18) */
[redacted] signed for for our Free Trial Sampler box on April 12, 2015. This promotion offered the 1st box of our subscription service at $2.00. We inform our customers that they are signing up for a monthly subscription on all 3...

pages of the checkout process. Key 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 in. Additionally, 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 $19.95 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 email. We ask that customers cancel at least 5 days before their next billing date. Customers can find their next billing date via their online dashboard, available on our site
[redacted] took the steps to skip 2 months of service on April 30, 2015 and again on June 14, 2015 . which created a new rebill date of August 14th. At this time [redacted] also downgraded her box size to our $13.95 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 $13.95 (Please see attached, [redacted]_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.

Initial Business Response /* (1000, 5, 2016/01/04) */
On 12/24/15 [redacted] utilized NatureBox's Buy Now with 1-Click option which allows NatureBox members the option to purchase an extra box of snacks. (See Attachment: Buy Now with 1-click) When this option is activated an order is processed and...

the member is charged.
Our customer management tool indicates that Mr. [redacted] activated this feature twice on 12/24/15 which caused additional 2 boxes to process and ship. Per USPS, both boxes were delivered to Mr. [redacted] on 1/1/16. Based on the information provided to us and the Revdex.com, we understand that the Buy Now with 1-click feature was activated on accident and that Mr. [redacted] did not intend to purchase two additional boxes. We have provided Mr. [redacted] with 2 refunds for $16.95 and hope that this will end any dissatisfaction.
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 /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this resolve. Thank you to the Revdex.com but it really is a shame that I had to bother them w/ this issue. I had previously contacted Nature Box and got nothing but more frustrated, as they could have done the right thing on their own. As you can read in their response, they are still taking no blame for the issue and are saying it was my fault (which is was not). Again, thanks to the Revdex.com for your assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
Sincerely,
[redacted]