UrthBox

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will have to be acceptable I realize the company absolutely refuses to issue a refund for me, but the negative reviews they have gained with their policies will prevent future customers from losing their money to Urthbox Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Email transcripts have shown that I have cancelled my subscription as per their cancellation policyMy credit card company is reversing the charge that Urthbox has charged to my card on May 1stOnce my credit card company has reversed the charge, I will close this Revdex.com caseUntil then, Urthbox's response is rejected.Sincerely, [redacted] ***

This customer has already been assisted and she has agreed to a partial refund due to all policies being very clear prior and after purchase

As you can see with the copy of her receipt attached all notices she is stating she did not receive, she didThe first notice states "all new orders are shipped on the week of the 15th of the following calendar month", it then goes on into detail about the auto-renewal policy, the promotional policy as well as how to cancel, including contact informationShe recevieved this notice on the date of purchase to her email addressShe also had access to a copy by login into her customer portal 24/

Complaint: [redacted] I am rejecting this response because: I called in in early March to ensure that there would be no additional charges or shipments past the initial monthsI was assured at the time that there would be no further charges, so no auto renewal should have occurred in the first placeIn addition, I checked my online account at that time and there was no indication of a pending charge coming up for an additional month period beginning in AprilAlso, there is no link or readily available "opt out" or cancel subscription option once their auto renewal kicks inYou have to dig into their fine print to find the language which states that they will only accept cancellation requests by email -- not the norm for most reputable subscription services I've also attached a screen shot of Urthbox's cancellation policy from their websiteI was a first time customer with a multi-month subscription that ended in MarchThis April "auto renewal" would have been my first, and according to their cancellation policy: If you have a multi-month subscription plan and are automatically renewed for the first time, you may cancel that renewed multi-month subscription plan earlier than the plan's full term by sending UrthBox an email at [redacted] within calendar days of the shipment date of the first box under that subscription plan, for a refund of that auto-renewal charge minus the pro-rated charge for the box that was shipped I called and emailed as soon as I was aware of this auto renewal and unauthorized charge to my credit card, giving more than the calendar days apparently required to cancel this first auto renewalAdditionally, no boxes have shipped because this issue was not resolved, so the entire amount should be refunded with no pro-rated charge for a box that hasn't shippedI'm not sure why none of the representatives involved were forthcoming enough to offer the early cancellation option as outlined in their cancellation policy given that it was specifically relevant to my situation In the meantime, I called my credit card company to dispute the charge and they have found in my favor Sincerely, [redacted]

This customer, as she stated, moved away and didn't notify UrthBox with a shipping address changeThus, being why she did not receive the third box or any there afterThis customer refused to provide a new shipping address for the remaining boxes that will shipThe customer had placed the order on her own and entered the information like her credit on her own, not over the phoneThe customer only received assistance correcting the original order for an incorrect subscription planAfter careful review of the phone call, we will be upholding our policies with this situation

We stand by our previous statement

Complaint: [redacted] I am rejecting this response because: they say they will send a cheque in the post Until I have received the cheque and cashed it the matter is not settled If I receive the cheque and If it clears then I will consider the matter closed Because Urthbox have promised previously to credit my account and to send a cheque but have failed to do so, I have no faith in them doing so this time I cannot trust Urthbox until the money is actually paid and back in my account.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Hi ***, I do see one of our reps resolved your issueIt seems there was just a mixup in addresses and we were able to resolve it immediately via email Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as I receive the replacement boxes and the future boxes free of additional charge, I am satisfied

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Hi ***, As we've previously mentioned to you, you did not contact us in regards to canceling your account prior to your renewal dateBecause of this, we need to uphold our company policyWe have made sure your subscription ends once your last box ships outWe do apologize for any frustration this may have caused, but we do have these policies in place in multiple areas for this specific reason We stand by our previous explanation over the phone with you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the laws in your state, Urthbox must notify me that my renewal is pending and provide me with the opportunity to cancelI was unaware that the last box I received from them was the last, as I was never informed by them in any correspondence that my subscription was up for renewalIf I had to have known that my subscription was up for renewal, I would have have cancelled immediatelyUrthbox did not send me one correspondence stating that thisI have had automatic renewals in the past from other products and magazines whose companies sent me reminders about upcoming renewalsThe fact that Urthbox does not do this for their customers is in very poor taste and shows that the bottom line is their only concernSimply having this stated in their Terms and Conditions is not in the best interest of the consumerI am not happy with this response Complaint Response Date bumped because: Holiday

[redacted] has been assisted internally and has been sent emails from senior managers with the one time exception we will be proceeding with

Complaint: [redacted] I am rejecting this response because: -Business claims the charge was qualified because I emailed *after [redacted] the cancellation cutoff dateI did not sign up for a subscription (per standard consumer understanding of the term *subscription) and thereby didn't make note of the cancellation cutoff dateI requested my account, which I did not intentionally sign up for, be cutoff and the $fee charged to my bank account be refunded *as soon as I saw the charge [redacted] on May 2ndI check my bank account daily because I have a tight budget that I adhere to -Business also claims that the T&C and cancellation policy were made available to me, the consumer, and were attached to the response to my complaintEach of these documents states that auto-renewal applies to *subscriptions*The item I purchased was advertised as a *GIFT [redacted] and not a *SUBSCRIPTION*I am a standard consumer, I have purchased plenty of subscription-based models before, and am fully aware of subscription policies and related charge cutoff datesUrthbox advertises that SUBSCRIPTIONS auto renew, but it is absolutely insane for business to claim that they can treat items advertised as *GIFTS [redacted] as full consumer *SUBSCRIPTIONS*I just lost $I hadn't budgeted and I'm not even gluten freeI love glutenMore gluten the merrier -Business claims there is no service or product issue for this consumerI am the consumer, I was intentionally mislead as to the product I was purchasing which was advertised as a *GIFT*, and I maintain that there is a significant issue with Urthbox's service -This is why half of my desired resolution is that Urthbox either stop tricking consumers into buying subscriptions when all they want to do is purchase a gift for a friend or family member, or to stop advertising that they offer gift purchasingThey clearly pull in a significant amount of revenue from unwitting gift purchasersThis is nothing but advertising and thievery -I have attached screenshots of the advertising on the website for Urthbox's gift optionsThey advertise the ability to purchase a gift, and claim to provide a "gift certificate." This is a scheme to get consumers to sign up for a subscription that they then claim falls under the company's subscription T&C -I do not accept the company's rejection of my complaintI will continue moving forward with this complaint by any means necessary Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: While the business is claiming I was aware of the policies, I was notThey are hiding behind the fact that they bury it in fine printThey didn't have the common courtesy to notify me of an impending charge to allow me to make a choice are now getting an extra sale out of a unwilling customerI have seen that my exact case has been resolved through the Revdex.com before with this company and see no reason why I cannot recieve a full refundThis is shameful.Sincerely, [redacted]

[redacted] has been assisted and been provided with a refund alreadyPlease see attached screenshot

This customer did not contact us before the 1st of the Month to cancel her subscriptionAs stated in our policies we must receive a cancellation request before the 1st to be able to avoid any chargesThis order has already shipped and we cannot refund her for a product she has already authorized and has shipped

We've attempted to help this customer various times and provide her with a refundUnfortunately she has been unresponsive and has not wanted to accept any help from usPlease see screenshot attached

Complaint: [redacted] I am rejecting this response because: when I signed up it stated that all plans were pre-paid monthly and I could cancel at any time Nowhere on the actual sign up screens did it ever state that I had to buy months all at onceEmails were sent after the fact with verbiage at the bottom that is completely different than the actual sign up process The correct terms were not displaced during the actual purchase as the attached images clearly showThis is clearly advertising.Sincerely, [redacted]

Revdex.com:I'm writing to confirm that my complaint, # [redacted] , against Urthbox has been resolvedThe company has agreed to refund my money within hours Thank you for your help and for being a voice for consumers [redacted]

This customer wrote in to inquire about the Canadian shipping charge that is clearly listed on our websiteWe have a strict hour cancellation policy as product purchasing begins strictly after hoursShe did not express interest in cancelling the entire order until a few days later and into the following monthThis customer then continued to ask for a refund on product that she had already receivedAt this point we had already shipped and delivered her productsWe made it very clear that would not get auto-renewed since she was not in agreement with our shipping feesWe did accommodate this customer but we cannot provide a refund for an order that the customer asked to cancel after our hour cancellation period, after shipment, and especially after delivery

As mentioned, [redacted] can close the Revdex.com case since her dispute has already come through and at this point the package has already arrived and we cannot refund for products that have been purchased