Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ [redacted] signed up for a membership with NatureBox on September 18, At this time he signed up to receive a snack box monthly for $All prospective customers are informed that NatureBox is an ongoing membership service on our homepageAdditionally 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 $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 membershipThis email also provides the member with information on the cancellation processThis information is also present in our FAQs and our terms and conditionsIn our FAQs and terms and conditions it is noted that all members must cancel their membership at least days before their next billing date to ensure an additional order does not processMembers 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, and requested a refund for the order that processed on October 18, We processed Mr [redacted] 's cancellation but were unable to provide a refund since our product had shippedThe tracking information for his order indicates that the shipment was delivered on October 22, We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to Mr [redacted] 's doorWe 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 / [redacted] (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 orderWhy does Nature Box have to deploy this type of marketing tactic to sell their productsToday, all major companies would refund a customer their money back, if they felt they were being deceivedI offered to refuse the order and let the shipping company return the productBut Nature Box refusedThe 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 orderI never received that emailIf I had received the email, I would have called and canceled the order Final Consumer Response / [redacted] (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 $from my account once againEven though, they credit my account for the $on October 18, I never received my credit Final Business Response / [redacted] (4000, 15, 2015/11/10) */ On 10/27/a refund for $was provided to Mr [redacted] for the order that processed on 10/18/No additional charges occurred at this timeI've attached a screenshot of the invoice for the refund and a confirmation from our payment processing system VantivIt can take refunds up to 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 responseI hope this information provides Mr [redacted] with clarity on the actions taken and that he has received his refund
NatureBox Response: also please see attached 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
We apologize that Ms [redacted] found it difficult to contact usWe offer live chat and SMS support seven days a week and respond to voicemails within one business dayWe had difficulty in returning Ms [redacted] calls due to our phone service not allowing outbound calls to the Virgin IslandsWe 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/Unfortunately, we currently do not offer expedited shipping to US Territories at this timeWe 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 futureWe’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
Initial Business Response / [redacted] (1000, 5, 2015/02/20) */ [redacted] contacted our customer support team on January 13, to inquire why she was continuously being charged for NatureBox's products on a monthly basisIn this email [redacted] communicated that she had purchased a fixed 3-month gift subscription for her daughterOur team was unable to locate her account using [redacted] 's name as the subscription was under her daughter's nameThis information was not provided to us in her emailOur 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 herOur team did not receive a reply from [redacted] until February 17, At this time another box had automatically processed and [redacted] had been charged for an additional monthWhen we received the reply for [redacted] we were able to locate and cancel her accountThere 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, This promotion offered a box of samples and one full sized snack bag for $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 monthThis information, along with specific information about the cancellation process, can be found on the order page, 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 Due to the customer contacting us initially on January 13, we have refunded the February 12, charge for $(Please see attached proof of refund) as it occurred after her cancellation requestWe 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 monthWe do not believe that we held back information about our service being subscription basedIt is our decision to not issue a refund for the month's prior to the cancellation request made on January 13, 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 / [redacted] (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 closedIt is sad that it took contacting the Revdex.com to get this company to do the right thingThank you Revdex.com for helping this come to a satisfactory resolution
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ On 12/24/ [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/which caused additional boxes to process and shipPer USPS, both boxes were delivered to Mr [redacted] on 1/1/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 boxesWe have provided Mr [redacted] with refunds for $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 / [redacted] (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this resolveThank you to the Revdex.com but it really is a shame that I had to bother them w/ this issueI had previously contacted Nature Box and got nothing but more frustrated, as they could have done the right thing on their ownAs 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
We were able to locate Ms [redacted] ’s initial cancellation request and have provided her with a refund of $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 subscriptionThis impacted the customer support agent’s ability to locate the record of her cancellationUpon 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 signatureWe apologize we weren’t able to identify this email sooner and that Ms [redacted] had this experience when cancelling her account
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 siprogressWe have issued [redacted] a refund and hope this resolves their dissatisfaction with NatureBox
Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ [redacted] signed up for a membership with NatureBox on September 18, At this time he signed up to receive a snack box monthly for $All prospective customers are informed that NatureBox is an ongoing membership service on our homepageAdditionally 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 $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 membershipThis email also provides the member with information on the cancellation processThis information is also present in our FAQs and our terms and conditionsIn our FAQs and terms and conditions it is noted that all members must cancel their membership at least days before their next billing date to ensure an additional order does not processMembers 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, and requested a refund for the order that processed on October 18, We processed Mr [redacted] 's cancellation but were unable to provide a refund since our product had shippedThe tracking information for his order indicates that the shipment was delivered on October 22, We here at NatureBox believe we acted in good faith and executed on our promise of delivering snacks conveniently to Mr [redacted] 's doorWe 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 / [redacted] (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 orderWhy does Nature Box have to deploy this type of marketing tactic to sell their productsToday, all major companies would refund a customer their money back, if they felt they were being deceivedI offered to refuse the order and let the shipping company return the productBut Nature Box refusedThe 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 orderI never received that emailIf I had received the email, I would have called and canceled the order Final Consumer Response / [redacted] (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 $from my account once againEven though, they credit my account for the $on October 18, I never received my credit Final Business Response / [redacted] (4000, 15, 2015/11/10) */ On 10/27/a refund for $was provided to Mr [redacted] for the order that processed on 10/18/No additional charges occurred at this timeI've attached a screenshot of the invoice for the refund and a confirmation from our payment processing system VantivIt can take refunds up to 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 responseI hope this information provides Mr [redacted] with clarity on the actions taken and that he has received his refund
NatureBox Response: also please see attached 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
We apologize that Ms [redacted] found it difficult to contact usWe offer live chat and SMS support seven days a week and respond to voicemails within one business dayWe had difficulty in returning Ms [redacted] calls due to our phone service not allowing outbound calls to the Virgin IslandsWe 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/Unfortunately, we currently do not offer expedited shipping to US Territories at this timeWe 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 futureWe’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
Initial Business Response / [redacted] (1000, 5, 2015/02/20) */ [redacted] contacted our customer support team on January 13, to inquire why she was continuously being charged for NatureBox's products on a monthly basisIn this email [redacted] communicated that she had purchased a fixed 3-month gift subscription for her daughterOur team was unable to locate her account using [redacted] 's name as the subscription was under her daughter's nameThis information was not provided to us in her emailOur 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 herOur team did not receive a reply from [redacted] until February 17, At this time another box had automatically processed and [redacted] had been charged for an additional monthWhen we received the reply for [redacted] we were able to locate and cancel her accountThere 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, This promotion offered a box of samples and one full sized snack bag for $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 monthThis information, along with specific information about the cancellation process, can be found on the order page, 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 Due to the customer contacting us initially on January 13, we have refunded the February 12, charge for $(Please see attached proof of refund) as it occurred after her cancellation requestWe 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 monthWe do not believe that we held back information about our service being subscription basedIt is our decision to not issue a refund for the month's prior to the cancellation request made on January 13, 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 / [redacted] (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 closedIt is sad that it took contacting the Revdex.com to get this company to do the right thingThank you Revdex.com for helping this come to a satisfactory resolution
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ On 12/24/ [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/which caused additional boxes to process and shipPer USPS, both boxes were delivered to Mr [redacted] on 1/1/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 boxesWe have provided Mr [redacted] with refunds for $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 / [redacted] (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this resolveThank you to the Revdex.com but it really is a shame that I had to bother them w/ this issueI had previously contacted Nature Box and got nothing but more frustrated, as they could have done the right thing on their ownAs 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
We were able to locate Ms [redacted] ’s initial cancellation request and have provided her with a refund of $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 subscriptionThis impacted the customer support agent’s ability to locate the record of her cancellationUpon 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 signatureWe apologize we weren’t able to identify this email sooner and that Ms [redacted] had this experience when cancelling her account
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 siprogressWe have issued [redacted] a refund and hope this resolves their dissatisfaction with NatureBox