UrthBox

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UrthBox is a monthly subscription food and snack delivery service similar to others in the...

marketplace. 
 
AUTHORIZED :
 
This customer purchased a subscription plan that automatically renewed per the 1) Website, 2) FAQ, 3) Terms & Conditions, 4) Checkout Page and 5) Order Receipt Notice.  All attached for reference.
 
This customer emailed in AFTER the cancellation cutoff date (12 AM Midnight of the 1st of the Month), and per the terms & conditions, their cancellation ends up applying to the next renewal date instead of the one in question.  The terms & conditions and cancellation policy were made available to this customer in 5+ different locations on the website BEFORE and AFTER purchase.  Per the terms of service, and since product purchasing begins immediately, we do not provide refunds or accept any returned boxes.  There is no service or product issue for this customer. 
 
The customer has been cancelled going forward and will not be charged any further after their current term is completed.
 
SHIPPED & RECEIVED (TRACKING)  :
 
[redacted]
TERMS & DISCLOSURES (ATTACHED) :
 
Attached are all the terms made available to this customer before and after they placed their order.
 
- Price and Frequency Page
- Checkout Page Terms and Conditions Agreement ( Automatic Renewal & Cancellation)
- Order Receipt Automatic Renewal and Cancellation Notice
- Service Terms and Conditions (Automatic Renewal & Cancellation)
- FAQ (Automatic Renewal & Cancellation)
 
** ANY GROUPON, LIVING SOCIAL, RUE LALA , TERMS THAT APPLY ARE ALSO ATTACHED.

Complaint: [redacted]
I am rejecting this response because I would like to partial refund of my 6-month subscription and they are not offering this as a solution.
Sincerely,
[redacted]

I would like to add the following information to my existing complaint:
 
Urthbox customer service informed me over the phone that after I received the trial box I could cancel the subscription as long as it was before the first of the month. I placed the order April 8th and did not receive the trial package until June 4th. Which was after May 1st. I informed Urthbox customer service that I did not receive the trial box in a timely manner to be able to cancel before the first as I could see if I was satisfied with the products, which I was not.

UrthBox is a monthly subscription food and snack delivery service similar to others in the marketplace. 
 
AUTHORIZED :
 
This customer purchased a first month free trial promotion that automatically renews into a regular six month subscription plan per the 1) Website, 2) FAQ, 3)...

Terms & Conditions, 4) Checkout Page and 5) Order Receipt Notice.  All attached for reference.
 
This customer did not cancel or opt out of the program, in any capacity, before the cancellation cutoff date (12 AM midnight of the 1st of the Month following the free first box), per the terms & conditions and cancellation policy that were made available to this customer in 5+ different locations on the website BEFORE and AFTER purchase.  Per the terms of service, we do not provide refunds or accept any returned boxes.  Per the terms of service, and since product purchasing begins immediately, we do not provide refunds or accept any returned boxes.  There is no service or product issue for this customer. 
 
The customer has been cancelled going forward and will not be charged any further after their current term is completed.
 
SHIPPED & RECEIVED (TRACKING ):
 
[redacted]
 
TERMS & DISCLOSURES :
 
Attached are all the terms made available to this customer before and after they placed their order.
 
- How It Works Page
- Free Trial Details Made Available on Checkout Page
- Checkout Page Terms and Conditions Agreement
- Order Receipt Free Trial Details (Free Trial Subscription and Cancellation Details)
- Service Terms and Conditions (Free Trial Subscription and Cancellation Details)
- FAQ (Free Trial Subscription and Cancellation Details)Tell us why here...

We've attempted to help this customer various times and provide her with a refund. Unfortunately she has been unresponsive and has not wanted to accept any help from us. Please see screenshot attached.

We stand by our previous statement.

Complaint: [redacted]I am rejecting this response because: they never sent me this, any email, or any account information. They're trying to make this go away, when I've made it clear all I want is my money back. If they think playing these games is going to make me give up, they'd better guess again.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I was NOT satisfied with the resolution provided internally by UrthBox. If the issue had been resolved I would not have filed a complaint here, with the Revdex.com.
Sincerely,[redacted]

As you can see with the copy of her receipt attached all notices she is stating she did not receive, she did. The 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 information. She recevieved this notice on the date of purchase to her email address. She also had access to a copy by login into her customer portal 24/7.

[redacted] has opened a fraudulent dispute with her financial institute in regards to her latest renewal, as mentioned to her through email and phone her subscription was set to renew if we did not receive cancellation request from her before the 1st of the month. Since she failed to do so we did auto-renew her per the terms and conditions, faqs, her receipt policies, and the policies at checkout. 
 
We have been instructed by her financial institute to continue all communication with them moving forward.

Good Afternoon,
 
Urthbox and I have reached an agreement.  They will issue a refund for 3 months that is supposed to post to my checking account within 5-7 business day and will cancel my subscription out completely effective in July.
 
Please close complaint id [redacted], but make sure to mark the account that I am supposed to receive a refund.

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AUTHORIZED :   This customer purchased a first month free trial promotion that automatically renews into a regular six month subscription plan per the 1) Website, 2) FAQ, 3) Terms & Conditions, 4) Checkout Page and 5) Order Receipt Notice.  All attached for reference.   This customer did not cancel or opt out of the program, in any capacity, before the cancellation cutoff date (12 AM midnight of the 1st of the Month following the free first box), per the terms & conditions and cancellation policy that were made available to this customer in 5+ different locations on the website BEFORE and AFTER purchase.  Per the terms of service, we do not provide refunds or accept any returned boxes.  Per the terms of service, and since product purchasing begins immediately, we do not provide refunds or accept any returned boxes.  There is no service or product issue for this customer.    The customer has been cancelled going forward and will not be charged any further after their current term is completed.   SHIPPED & RECEIVED (TRACKING ):   [redacted]
TERMS & DISCLOSURES :   Attached are all the terms made available to this customer before and after they placed their order.   - How It Works Page - Free Trial Details Made Available on Checkout Page - Checkout Page Terms and Conditions Agreement - Order Receipt Free Trial Details (Free Trial Subscription and Cancellation Details) - Service Terms and Conditions (Free Trial Subscription and Cancellation Details) - FAQ (Free Trial Subscription and Cancellation Details)

Complaint: [redacted]I am rejecting this response because: I've made it very clear that I have rejected the "settlement" dictated to me internally by UrthBox. This issue is unresolved until I receive a full refund.Sincerely,[redacted]

UrthBox is a monthly subscription service where customers subscribe and receive a box once a month.  From start to finish, all of the verbiage on our website supports that we are an auto-renewing subscription service similar to others in the market.
 
To start the order process, the...

customer has to click on a green button that says, “Subscribe”. The customer is then taken to the subscription options. There, it explicitly states the monthly prices for each box size. Once a size is selected, the customer is taken to our three subscription length options. On each size it states in large font how much the customer will be billed every month, every three months, or every six months.  Even on the check out page the customer’s cart states the monthly price of the subscription they are setting up.
 
As you can see, all of the language throughout the entire website states that we are a “monthly subscription”. It is not hidden on the website or in the fine print.  I have included screen shots of our website as well as our terms and conditions and Frequently Asked Questions page. These are all easily accessible to our customers.
 
Here is the link to her first box: [redacted]
 
All first box free promotions will require payment for shipping and will automatically renew on the 1st of the month following shipment of the first free box as pre-paid six month subscriptions at the then six month rate for the box size and type originally selected.
 
This customer emailed in after the cancellation cutoff date. Our cancellation policy states any request to cancel after the cutoff date applies to the following renewal. Our cancellation policy is in multiple places on our website as well as on the customer’s order receipt under big, bold red font. They were aware of the cancellation policy but didn’t follow the policy therefore we have decided to uphold our company policies and not refund her the renewal charge.

Initial Business Response /* (1000, 5, 2016/02/01) */
we fixed this customers account and issued a refund as instructed.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once I told the business that the Revdex.com had been...

contacted, a refund was issued the next day.

All of our subscriptions will automatically renew. We do not offer any one time purchases. The Gift Certificates will not renew but if you purchase a subscription with a gift certificate it will renew. As you can see the customer did understand that our subscriptions renew. Please see attached terms...

& conditions, faqs, and the check out button with the notice prior to placing the order.

This customer purchased a first month free trial promotion that automatically renews into a regular six month subscription plan per the 1) Website, 2) FAQ, 3) Terms & Conditions, 4) Checkout Page and 5) Order Receipt Notice. No where on our policies does it state that our customers are given 30...

days after delivery to evaluate the product. It does in fact state that they will be billed the 1st of the month following delivery.
 
This customer did not cancel or opt out of the program, in any capacity, before the cancellation cutoff date (12 AM midnight of the 1st of the Month following the free first box), per the terms & conditions and cancellation policy that were made available to this customer in 5+ different locations on the website BEFORE and AFTER purchase.  Per the terms of service, we do not provide refunds or accept any returned boxes.  Per the terms of service, and since product purchasing begins immediately, we do not provide refunds or accept any returned boxes.  There is no service or product issue for this customer. 
 
The customer has been cancelled going forward and will not be charged any further after their current term is completed.

Complaint: [redacted]I am rejecting this response because:
I'm rejecting for the simple reason that UrthBox should change their ways of business. I agree that the policy is written when you do checkout (went back and tried it), and I in fact should've cancelled the same day to make sure it wasn't renewed. I did try to contact someone on the 4th of August, but without a response until the 9th. I just don't agree on how it was done for the renewal. I've never received shipping notices for any boxes during my 3 months and didn't receive a notice of renewal. I did receive my first order receipt in April fro the first 3 months. Haven't received an email since (except for the occasional contact on another matter).
I really think Urthbox should revise it's policies to make the customer more aware of their business and policies rather than hoping they lose track of what they posted on their credit cards. I've pruchsed for various compagnies similar to this one, and they always send notices and memos on shipping and renewal when it comes up.
It's just bad for the business that has great products like this one to need the Revdex.com before an answer can be returned (because someone from customer service responded to my message after my notice to the Revdex.com) and to get customers in such a manner. Sincerely,[redacted]

UrthBox is a monthly subscription service where customers subscribe and receive a box once a month.  From start to finish, all of the verbiage on our website supports that we are an auto-renewing subscription service similar to others in the market. This customer did not submit a cancellation...

request prior to the renewal date to UrthBox to discontinue the service. This customer was first made aware of the policy from the [redacted] website where the voucher redeemed was purchased. Prior to any purchase, the [redacted] section The Fine Print does state these policies prior to making any commitment . An image has been attached to reference. Once the customer purchases the voucher and visits UrthBox there is caps/bold test next to the checkout button reiterating the same policy. By clicking checkout, customers acknowledge and agree to the UrthBox Terms & Conditions. An image has been provided. After the purchase an automated receipt is immediately emailed to the customer that has the renewal and cancellation policy informing the customer again of these important notices. An image has been provided. The customer confirmed possession of this receipt by sending a copy of this exact automated receipt back to customer service with an inquiry on their first box delivery. UrthBox has made multiple attempts to make this information very clear and conspicuous for all customers.
We have cancelled the subscription moving forward so the customer is not charged again after the final box ships out.

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