NatureBox, Inc.

Initial Business Response /* (1000, 5, 2015/02/20) */
[redacted] contacted our customer support team on January 13, 2015 to inquire why she was continuously being charged for NatureBox's products on a monthly basis. In this email [redacted] communicated that she had purchased a fixed...

3-month gift subscription for her daughter. Our team was unable to locate her account using [redacted]'s name as the subscription was under her daughter's name. This information was not provided to us in her email. Our customer service agent promptly responded to [redacted]'s request asking for the full name and or email address linked to the account so that we could solve her issue for her. Our team did not receive a reply from [redacted] until February 17, 2015. At this time another box had automatically processed and [redacted] had been charged for an additional month. When we received the reply for [redacted] we were able to locate and cancel her account. There was no record of a 3-month subscription purchase for [redacted] or her daughter in our customer management system.
When her account was located, it was determined that [redacted] had signed up for our Free Trial, Sampler promotion (Please see attached order form) to be delivered to her daughter [redacted] on August 13, 2014. This promotion offered a box of 4 samples and one full sized snack bag for $0.00. Ordering 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 month. This information, along with specific information about the cancellation process, can be found on the order page, order confirmation email, and in our FAQs. 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 website.
Due to the customer contacting us initially on January 13, 2015 we have refunded the February 12, 2015 charge for $19.95 (Please see attached proof of refund) as it occurred after her cancellation request. We are unable to refund any previous charges.
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. It is our decision to not issue a refund for the month's prior to the cancellation request made on January 13, 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, 2015/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I disagree with some of their assertions I am happy to have my money refunded and the account permanently closed. It is sad that it took contacting the Revdex.com to get this company to do the right thing. Thank you Revdex.com for helping this come to a satisfactory resolution.

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.

When Mr. [redacted] signed up for a NatureBox membership he was automatically enrolled in our Annual Membership program in which after the first month, he will be charged an annual fee of $50. The fee reverts to store credit and automatically applies to snack purchases. This information was available at...

sign up and in our FAQs. When Mr. [redacted] first contacted us we explained how our membership works and the benefits. Mr. [redacted] asked for a refund of the $50 after that explanation was provided and we honored his request by issuing a refund for the $50 on that day. Based on the feedback provided in this complaint, it is clear that Ms. [redacted] did not understand that there would be an annual fee. We apologize for the confusion are taking steps to improve how this information is presented at sign up.

Initial Business Response /* (1000, 5, 2014/01/31) */
[redacted] signed up for NatureBox in November 2013 for half price at $9.97. Her subscription ran regularly charging her $19.95 monthly up until February. We ask that you cancel 5 days prior to your billing cycle date in the month...

that you wish to cancel. This is explained throughout many steps of the checkout process along with on our website FAQ page and order confirmation emails. It is never our intention to charge a customer unwillingly.
Although [redacted] mentioned in her email & complaint that she called and spoke with two agents about cancelling, we are unable to pull up these logs. All of our phone calls, emails, and voicemails are automatically logged via our support center provider. Through a search of the phone number [redacted] called in with, we were only able to pull up 2 phone calls with an abandoned status from January. An abandoned status is defined as an attempted call in which the caller ends the phone call before an available agent answers.
We do have a log of an email on January 17th. This email was responded to 3 days later with confirmation of her NatureBox subscription cancellation. Though her request for reimbursement was not addressed in the response, the cancellation was processed at this time.
Through a phone call made by us on January 31st to [redacted], she mentioned again that she did speak to our reps twice. It was explained to her the information above and in the end we were able to come to an agreement. We offered her a full refund of $19.95 on her January NatureBox and she accepted this offer. 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.
Thank you.

We apologize that Ms. [redacted] found it difficult to contact us. We offer live chat and SMS support seven days a week and respond to voicemails within one business day. We had difficulty in returning Ms. [redacted] calls due to our phone service not allowing outbound calls to the Virgin...

Islands. We were able to have our phone provider give us access to call out to US territories and made contact with Ms. [redacted] last week on 6/8/2017. Unfortunately, we currently do not offer expedited shipping to US Territories at this time. We have reported this feedback to our operations team and hope we can provide a better service to customers who live in these areas in the future. We’ve processed a refund Ms. [redacted] to make up for the inconvenience of the lengthy shipping time and per her request have cancelled her subscription.