UrthBox

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 was made fully aware of the...

service being an automatic renewal beginning with purchasing the voucher from the [redacted] website. The description of the voucher includes The Fine Print section listing these policies. Once the customer visits the UrthBox website, on the checkout page it is listed again in bold/caps font: PLANS BEGIN ON THE 1ST OF THE MONTH AND AUTOMATICALLY RENEW. YOU MAY CANCEL AUTO-RENEWAL ANY TME BEFORE THE END OF YOUR PLAN TERM. This customer had from the date of purchase up to the day before the renewal date to submit the cancellation request, a full 3 months. Since a cancellation request was not submitted prior to the renewal we have made sure the subscription is cancelled moving forward and the customer will not be charged again after the final box ships out.

This customer has already had her refund processed, we did experience a delay in refunds but she was definitely in queue. We did acknowledge that our system glitch charged her twice for shipping and we quickly corrected it.

Complaint:[redacted]I am rejecting this response because:
I stand by my last statement, I will be contacting an attorney as well as ALL the other people who have complained online about your company ripping them off and we will go from there. It speaks volumes about how bad your product is that you routinely defraud people and continue to charge people who no longer want to be your customers. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/21) */
[redacted],
As we've previously stated we cannot issue any refund due to the fact that you did not follow our policies we have in places. We do need to uphold our company policy. Your cycle has one box left and as we've mentioned before, we made...

sure it does not renew.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO! I could understand if I had signed up for your service - it was a GIFT; that should be treated differently. Even if you couldn't credit me the entire amount, to not be able to credit me after getting only 2 of the 6 boxes - credit me for the 4 I didn't get yet - what business forces a customer to pay for something they haven't received yet OR forces you to put your own credit card in order to activate it when it was a GIFT!!!! You should be ashamed to have such a terrible response to your customers. I've worked with many subscription services - from StitchFix to Blue Apron to Birchbox- and when I would get a box after I didn't want it - they cancelled it right there and then credited me! I don't get it. It's not a good way to treat customers.
That's okay - you'll be out of business soon since today's consumer will not put up with this type of awful customer service. There's too many other good companies out there who know that customers do have legitimate situations. You seem not to understand that someone who gets your service as a GIFT should not have to enter their own credit card in order to activate the gift. Who does that?? If I ordered this on my own - then yes I agreed to autobill - but this was a Gift. Your steadfast refusal to do anything - well - good luck with that business ethic especially in today's world of social media. In addition to not getting a credit, I guess I don't get a phone call from the owner/CEO or whatever. There's no one listed on your site which says a lot too, and any time I tried to call, I never got through to anyone - another sign of a badly-run company. Hide behind your policies - maybe this is the only way you can make money - to cheat people out of it.
Final Business Response /* (4000, 9, 2016/01/20) */
we stand by our previous statement

Complaint: [redacted]
I am rejecting this response because:I asked to cancel the subscription after the cut-off date, so I knew I would be receiving another six months of boxes, even though I did not want them. I accepted this because it is posted on the website as one of their policies. Six months later, I get another $209 charge on my credit card bill. My subscription had been auto-renewed again, though I had told them in writing that I did not want any more.I contacted the company to tell them I had cancelled six months ago and wanted a refund. I was told they had no record of the cancellation, and asked if it was a different email address. I explained to the representative that it was originally purchased with my old email address, which had been disabled by the service provider several months prior. I was told I needed to provide a screenshot of the email where I requested cancellation.Seeing as that email address no longer exists, I cannot do that. The representative told me that the best she could do was cancel the auto-renewal on the current subscription, so that in six months I would stop receiving boxes.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: it is a non-response.  I note that Urthbox has not responded in any meaningful way and thus effectively concedes that nowhere on the gift voucher I received, in the checkout process, or anywhere else did the company inform me that I would be automatically charged for six months' worth of subscription services at once.  In fact, I note that having now (as a result of this process) looked at the fine print on the gift voucher I received, the voucher says the exact opposite:  It reads, in pertinent part, that I "will automatically be enrolled in a monthly subscription upon redemption.  After your introductory subscription is over, you will be charged full price each month." (emphasis added).  Again, I had no reason to review the fine print on a gift voucher at the time I received it.  But even if I had, the gift voucher expressly states that the Company will charge me "monthly" and "each month," not for six months at a time.  I am therefore entitled to and should receive at least five months' worth of refund.  The Company apparently has no response to this and are simply holding my money hostage without justification--yet another deplorable business practice.  Moreover, the fact that the Company is requiring me to send a separate email to ask for escalation information, which I have now asked for on three different occasions (through a phone request to Urthbox's customer service rep. [redacted], who specifically told me she would send the information but didn't, and through several responses through Revdex.com's process) is simply unacceptable.Sincerely,[redacted]

[redacted] has been refunded per our partial refund offer. We have also sent her a receipt to her email address on file. She will need to contact [redacted] for further questions or concerns.

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. I will contact them through the email address they supplied.Sincerely, [redacted]

This customer did in fact make the purchase for a free trial box which then converts into a monthly subscription priced at $199. Our associate [redacted] does not work in support therefore he cannot cancel accounts. Clearly stated on our website and on the customer receipt it says that she can cancel...

by sending an email over to [redacted] before her renewal date.
 
This customer did not send us a cancellation request on time before her renewal date.

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]

We stand by our previous statements as all questions have been answered and an outlet to find the final information given.