NatureBox, Inc.

The food is okay, sometimes just gross, and you get a lot of it. I find NatureBox pretty suspicious, as they make it very hard to cancel your subscription. On your "Manage Subscription" page, you can't actually cancel your subscription. The most you can do is just postpone your shipment for a couple of months. Then they send you an email the day the company ships your food saying you are to receive shipments again, but by this time it is too late to postpone the shipments. I can't help but feel the company deliberately does this to get more money out of customers and trick them into paying for more shipments when the customer forgot the shipments would be resuming after a few months.
Once I got a surprise shipment from NatureBox, I tried to find a way to cancel my subscription permanently. On the "Manage Subscription" page the company lists their contact hours and says "Chat with our Snack Concierges" with no actual way to contact them.
I found a Frequently Asked Question page titled "How Do I Cancel My Subscription?" But once again, they mention how they are available to chat at the listed hours but no way to contact them. There is no phone number or email provided. Whenever I try to vote a thumbs down, indicating that the page was not helpful in answering my question, the website has me sign in again first but claims there is an error in my username and/or password. Funny seeing how it has no trouble signing me into their website to order more food. It is very suspicious, and they obviously don't want to make canceling easy.

Initial Business Response /* (1000, 5, 2015/01/07) */
[redacted] accepted an "Every 3 Month" plan in January of 2013 and has been receiving boxes at that frequency since.
Although we here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks...

conveniently to your door at the frequency requested, to end any dissatisfaction we have issued the refund of $49.95 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, 7, 2015/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/01/21) */
[redacted] contacted our Customer Service Department on November 17th at 12:44pm providing us with the last four digits of 2 different cards to search a charge under. We were unable to find any charge or account with the single name...

provided, [redacted]. We were however able to locate multiple charges around the date provided under different billing names and zip codes.
On January 15th [redacted] contacted our Customer Service Department again, providing us with a different last 4 digits for us to search a charge under. At this point, [redacted] had provided us with 3 different last 4 digits to search with nothing found attached to the single name provided, [redacted].
Though we would love to assist and apologize for any inconvenience, we have done everything in our power to locate the account and charge with the information provided.
If [redacted] has any more information regarding these charges, we ask he provides it. If [redacted] believes this charge to be fraudulent, we recommend he reach out to his banks fraud department to further investigate.
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, 7, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The money is taken out of my account. I will let my bank handle it from here.

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, 2015/02/17) */
Customer [redacted] contacted our customer support team on 2/5/15 to inform us that she had not yet received her box which processed on 1/29/15. At this time we provided her with her shipments tracking number via Canada Post. This...

tracking number is LTNXXXXXXXXN. Customer contacted us again on 2/6/15 to communicate that the package had been delivered and that the issue was resolved.
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].  I do not find the resolution satisfactory but will accept their response.   I have still not received my order from May 22nd, 2017.  Their website stated that they use USPS for certain areas - I was not requesting expedited service just priority mail instead of 3rd class mail.  I am very disappointed at a company of this size not even being able to call me without difficultiy.  Will never order again.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */
[redacted] started a membership with NatureBox on September 14th, 2015. At sign-up she opted to receive a 5-snack box monthly through NatureBox. Based on the information Ms. [redacted] is referencing it appears that she received a ...

promotional offer of a first box on us in which the cost of her box would be $0. As a company we do change our offers from time to time and this limited time promotion had expired at the time that Ms. [redacted] signed up for her membership which is why there was a charge at sign-up. The $19.95 cost of the monthly 5-snack box should have been indicated at check-out.
Although we here at NatureBox believe we acted in good faith and clearly presented the current offer to Ms. [redacted] at the time of purchase, to end any dissatisfaction we have issued the refund of $19.95.
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.

NatureBox Response: also please see attached.
 
Mr. Chogyoji signed up for our free trial box for $4.95. Purchasing this box automatically enrolls customers in a monthly subscription, which starts 14 days after sign up and continues until cancelled. This is communicated to customers at sign up and on the website. We have cancelled Mr. Chogyoji’s account and deleted his credit card information from our system. This cancellation occured prior to his next billing date so he was not charged for a second order. . We apologize that Mr. Chogyoji was unable to find this information in the FAQs. I 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.

Initial Business Response /* (1000, 5, 2014/06/19) */
Contact Name and Title: [redacted], CEM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@naturebox.com
[redacted] signed up using our Psycho Soprano promotion on May 10th, 2014. This promotion offered the 1st box of our subscription...

service at $9.95. We inform our customers that they are signing up for a monthly subscription on the promotion landing page (photo attached) along with throughout the checkout process upon placing the order(photo attached). The promotion landing page naturebox.com/colleen in specific shows customers a 3 step visual on how our service works.
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] had a billing date of the 10th of the month. Had she cancelled prior to this date, we could have stopped that second charge and box from processing and shipping.
[redacted] had not contacted us prior to the email on June 11th. At that point, she had received her tracking notification which confirms that the box of snacks is headed her way. The information above was kindly explained to her by two of our Personal Snack Concierges.
Since our service is subscription based, the processing of orders runs very automated. Once an order processes, the label is printed almost immediately and a box is hand packed shortly thereafter. We then attempt to get the shipment out the very next day. Once the process begins, there is no way for us to get in the middle of it. This is why we do ask customers to cancel prior to their rebill date, and we always recommend 5 days prior.
We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to your door each month. We do not believe that we held back information about our service being subscription based (see photos attached). It is our decision to not issue a refund in this instance. [redacted]'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.

Revdex.com:
 
They did issue me a credit only after I had messaged them stating that I would be reporting this to the Revdex.com . It has been resolved but I don't believe it's good business to wait until your going to get a bad review in order to solve a customer complaint , which was clearly an error of their system.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]

Complaint[redacted]I am rejecting this response because:
NatureBox's response is total **. I did not authorized consent for future delivers. When I cancelled in May it was not an authorized consent for the future; it was a cancellation. To get a refund I had to resort to a complaint with the Revdex.com. A friendly call to NatureBox resulted in the representative stating "we do not give refunds." A manager called later to state a second response that they did not make refunds. This complaint should stay open for future customers to beware of any purchases with NatureBox. This is a bad cimpany with unethical practices. My best advice is "customer Beware". &n**p;Order at your own risk. If you do not like the product you will not get a refund; if you cancel you su**cription look forward to future unauthorized charges and deliver. I returned the package unopened with "return to sender" Anyone reading this please take this information as a truthful account of my experience with NatureBox&n**p;Sincerely,[redacted]

Ms. [redacted] took advantage of one of our new customer promotions in which we offer 50% off a first order with NatureBox. Placing an order with automatically enrolls customers in our membership service in which they are billed $5 monthly. This fee converts to store credit and customers can apply this...

credit to future purchases. This charge occurs each time the membership renews until a cancellation occurs. Customers are required to cancel their memberships at least five days before the billing date of the fee. This billing date is available to reference online within the customer's account information. Information about the fee and our cancellation policy is provided at checkout and in our terms and conditions. Based on the feedback provided in this complaint, it is clear that Ms. [redacted] did not understand that she would accrue an ongoing charge and we apologize for the confusion. We have issued a refund of $5 hope this ends any dissatisfaction Ms. [redacted] has with NatureBox.

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.

When Ms. [redacted] signed up for a NatureBox membership, she was enrolled in our Annual Membership program in which after the first month, there is an annual fee charge of $50. The fee reverts to store credit and automatically applies to NatureBox purchases. The credit remains available for use for 12...

months, and no additional membership fees will occur during the annual period. This information was available at sign up and checkout.  The FAQ that Ms. [redacted] referenced was for our monthly program in which our customers are charged $5 monthly. At the time that Ms. [redacted] signed up, we were offering our Annual Membership on a limited basis which is why there was no FAQ available for this offer. We apologize for this experience and understand how this drove confusion. We have since updated our FAQs to include information on our Annual Membership program. [redacted]- Additionally we have refunded the $50 charge and notified Ms. [redacted] of this refund on 7/14/17. We regret this happened and hope the reversal of the charge and updates to our FAQs resolve any dissatisfaction Ms. [redacted] has with NatureBox

NatureBox is a membership service in which customers have exclusive access to over 80 different snacks and meal on the go items. The cost of membership is $5 a month and this $5 is credited back to our customers in the form of store credit. The credit will remain on the account until it expires and...

will automatically apply to purchases made via naturebox.com. This information is available through the sign-up process, our FAQs, and in an email confirmation, we send to our customers after they sign up. Mr. [redacted] signed up for a NatureBox membership in February 2017 and recently contacted us to cancel on January 28th, 2018. At this time it was identified that Mr.[redacted] had used his wife’s email address to sign up for the service. This is most likely why he did not directly receive our notifications and was unable to retrieve his password reset information. When Mr. [redacted] contacted us to cancel, our representative communicated that we are unable to provide refunds for membership fees but let him know he could place an order to use his credits. Mr.[redacted] placed an order using his $54.29 in store credit on 2/4. We’ve canceled Mr. [redacted] account to ensure he no longer has a recurring membership charge. Although, Mr. [redacted] did use his credits we have issued a partial refund of $20 for his membership fee charges.

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, 2015/08/03) */
[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.)

We thank [redacted] for their feedback on our ads and check-out process.and apologize that the terms of our service drove confusion.  Currently customers can access information about our membership service and fee at check-out and in our FAQs...

[redacted] We value transparency and while this information is present in various places we are actively taking steps to provide additional information on our membership program throughout the sign-up progress. We have issued [redacted] a refund and hope this resolves their dissatisfaction with NatureBox.

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.

We thank Mr. [redacted] for his feedback and apologize that the status of his box was not fully explained to him at the time that he contacted us to cancel. While Mr. [redacted]s box had not left our warehouse at the time he contacted us; his box had processed for shipment. Once a box has processed...

our customer service team is unable to stop it from shipping. I’ve reviewed the interaction Mr. [redacted] had with our customer service agent and agree that the representative did not set the correct expectations. We will work with this agent and our entire team to ensure another customer does not have a similar experience. Mr. [redacted] expressed dissatisfaction with NatureBox for not having an online cancel option. While it is required that our customers contact us to cancel their subscriptions, chat support agents are available online seven days a week to take cancellation requests. We do not require that a customer calls us to cancel. We have issued a refund for $19.95 and hope this resolves Mr. [redacted]s dissatisfaction with NatureBox.