UrthBox

Initial Business Response /* (1000, 7, 2015/06/19) */
Hi [redacted],
We spoke a couple weeks ago about your account.
Our phone operating times are from 9 AM - 5 PM Pacific Standard Time.
We received two calls from you in which we did call you back and spoke over the phone. You contacted us a...

month after you placed your order requesting a refund, but your boxes have already started shipping out.
We did explain that had you contacted us in April when you first made your purchase we would have been able to fix this issue right away with no hassle.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not know about the double billing in April. I wasn't aware of the charges to both Living Social and Urthbox for the same item until the end of May when my credit card statement arrived. And I called and left messages for more than a week before any one called me back, so as far as I knew you were out of business and I was left with two charges for the same item. That's when I contacted the Revdex.com and my credit card company.
That said, I was finally able to resolve all issues with Urthbox when they refunded the erroneous full charge and cancelled my subscription through Living Social. Living Social had already refunded their charge for a 3-month voucher.
This issue has been resolved to my satisfaction
Final Business Response /* (4000, 11, 2015/07/07) */
We're glad we were able to resolve this.

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 stand by our previous statement. If the customer would like to obtain the information again, she may email customer service for the information to be provided again.

Complaint: [redacted]I am rejecting this response because: 
-Business claims the charge was qualified because I emailed *after* the cancellation cutoff date. I 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 date. I requested my account, which I did not intentionally sign up for, be cutoff and the $104 fee charged to my bank account be refunded *as soon as I saw the charge* on May 2nd. I 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 complaint. Each of these documents states that auto-renewal applies to *subscriptions*. The item I purchased was advertised as a *GIFT* 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 dates. Urthbox advertises that SUBSCRIPTIONS auto renew, but it is absolutely insane for business to claim that they can treat items advertised as *GIFTS* as full consumer *SUBSCRIPTIONS*. I just lost $104 I hadn't budgeted and I'm not even gluten free. I love gluten. More gluten the merrier. 
-Business claims there is no service or product issue for this consumer. I 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 purchasing. They clearly pull in a significant amount of revenue from unwitting gift purchasers. This is nothing but false advertising and thievery. 
-I have attached screenshots of the advertising on the website for Urthbox's gift options. They 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 complaint. I will continue moving forward with this complaint by any means necessary. 
Sincerely,[redacted]

[redacted] had signed up for a 6 month subscription after her trial box. She did not cancel in any capacity prior to her billing. She did contact us and we understood her situation, therefore we have settled already with her with a partial refund. See attached screenshot of confirmation.

The checkout notice states "Plans begin on the 1st of the month and automatically renew. You may cancel auto-renewal any time before the end of your plan term." This customers plan term was a six month subscription. It does not state anything about monthly plans only. This information is also posted in more detail on the customers receipt that could have been resent to the customer if she lost or deleted it. By redeeming a Gift Certificate the customer created her own account and accepted the responsibilities that come along with that account. The gift certificate only cover the cost for the first 6 month subscription value, by submitting check out you are still placing an order willingly. Failure to read the fine print by choice does not exempt the customer to be held responsible for the renewal charge.

Complaint: [redacted]Thank you for getting back to me. I can forward the email I sent if needed, but please remove all my data.
 
Best[redacted]

[redacted] made a purchase for a 3 month auto-renewing subscription. She was charged on August 1st 2017 after her three boxes were fulfilled from her first term. We would never charge her prior to her subscription not being fulfilled. Please see attached receipt with notices stating she WILL auto-renew as...

well as communication from her with a "resolution" to send her boxes to her mother instead of her. We have agreed to send her 3 month authorized purchase to her mother instead per HER request.

All shipments get shipped out the following calendar month on the week of the 15th. We absolutely provide our customers with tracking information by request if they call or submit an email. We ALWAYS have that information available the week following the 15th and that information is listed on our...

website as well as on their order confirmation that gets emailed to them directly after purchase.
 
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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.

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

Initial Business Response /* (1000, 5, 2015/08/25) */
Hi [redacted],
We have handled your renewal issue from the start and we have had multiple communications with you in regards to your address and tracking issues.
We offered a replacement box for your first box not arriving and we also updated...

your shipping address to to two different address to help ensure these boxes make it out to you. We have responded to all of your emails, with no response back with confirmation. Not only have we tried hard to work with you to ensure these boxes make it, we have also confirmed shipping address and sent screen shots of the delivered boxes to the correct address.
We have tried our best to work with you and help make things easier for the remainder of your subscription, I'm very sorry if you feel otherwise. We can most certainly send you screen shots of proof of all the responses we've sent you with no confirmation back. I hope we can resolve this with no hassle.

This customer did not cancel before the renewal deadline and so the subscription renewed. We have made sure it does not renew again moving forward as stated in our cancellation policy.

Complaint: [redacted]I am rejecting this response because Urthbox (Customer service Rep: [redacted]) promised a refund and they have not provided it:
I have no issue with the fact that the first order arrived on May 5th.(almost 2 months after I ordered it). I have an issue with the fact that Urthbox has charged me for a second order that I never placed.
Urthbox charged me an additional $19.99 + Shipping/handling on May 1st, despite cancelling all orders the previous month (on April 19th).
I have filed a police report against the Urthbox (Police Report Number: [redacted] because I have serious misgivings about Urthbox repeatedly charging my credit card, as they have done so with previous customers.
I have also filed a report with my credit card company because I am very scared about Urthbox’s unauthorized and continuous charges.
I have attached emails of the two times that I have cancelled my orders with Urthbox and they insist on charging me despite repeated proof of cancellation.
I spoke to ‘[redacted] on the phone on May 5th and she told me that she would issue a credit for the requested amount if I close the Revdex.com case first, and mark it as “resolved.” I told her that I would close the Revdex.com case AFTER the refund was provided, but she did not agree to this, so I am pursuing the case. I do not trust the company due to the fact that ‘[redacted] asked me to falsely mark the Revdex.com case as resolved without providing a refund, so I will keep pursuing this case until it is resolved.
I also do not trust this company due to the fact that several of their customers have stated they provide expired food and refuse to cancel customer orders.

[redacted], was sent out the receipt attached at time of purchase as well as given links at time of check out to our terms and conditions. As you can also see by the screenshot of our check out button.
 
We have made sure she is cancelled moving forward. [redacted] did not attempt to cancel in any capacity the free trial before her renewal, therefore she got auto-renewed.

Complaint: [redacted]I am rejecting this response because: 
 
Thanks for getting back to me.  Urthbox did contact me to offer a partial refund of $155.84 USD.  I'm including a snapshot of their email offer.   My preference is for a full refund but I confirmed back that I am agreeable to their offer. 
 Sincerely,[redacted]

As mentioned before and as you can see when we search for her email address in our ticketing service only one email shows up after the cancellation cut off date. We did not receive the email she sent from April 19th. We have no record of it. We have mentioned to the customer if she can send us the ticket number that was assigned to the email from April 19th we will gladly honor her cancellation and refund the package. We have not received the ticket number. Our ticketing service assigns every email a ticket number to reference to and without that we cannot honor her cancellation from April. We have in fact honored her cancelling moving forward after her May 1st email. After an order has processed we can no longer remove it from our system as mentioned to her many times.

[redacted] had received a special promotional code for a free office box valued at $199. She initially placed the order in October but then quickly cancelled it, we honored her cancellation and then stopped shipment of her free box (with no commitment). She then replaced her order in January and...

sent an inquiry to our customer service which is attached. She believed she was going to renew into a 6 month subscription. But as described by our customer service rep she let her know that she will be month to month after her free box ships. [redacted] did not send us a cancellation request in any capacity after she was informed of her subscription. Her credit card was charged the $199 fee as we did send her two notification emails that her account was set to renew and we would be charging her. If the customer sent us an email to cancel before her renewal date we would of been able to avoid this charge. 
 
We have made sure to cancel her subscription due to the fact of this Revdex.com complaint. We still have not received any cancellation request or request to remove CC information from her to our support email.

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]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I never received the urthbox free trial to this day. I talked to the rep about canceling the service but she said that the trial box would be shipped the following week and she would send the confirmation email and tracking number. I never received the confirmation email or tracking number. I continued to call several times and there was no answer. There customer service is horrible. Then on June 1st they charged me $77 for a 6 month trial and emailed me back stating since it is in the middle of the subscription I can't receive a refund. Well first of all it's the beginning of the subscription. Also money can't be refunded because boxes can't be sent back for health reasons. Let me be clear I have never received a box yet and I ordered in April. There is no loss to them because they haven't provided me with any products and I don't want anything from them now. I just want my original $2.99 back from the free trial and the $77 for the subscription that just began.

We most certainly refunded [redacted] as you can see from the refund receipt below. The charge when we placed the order with his groupon was a $1 authorization code that is only a pending transaction and falls off after 48 hours. We absolutely did not charge him without authorization.