UrthBox

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 (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

Those were the initial screenshots of the link [redacted] usedNot only were the notices there but also on the Terms and Conditions and Frequently Asked Questions

This customer has been assisted internally and has been offered a refund

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 (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)

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 dateWe did not receive the email she sent from April 19thWe have no record of itWe 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 packageWe have not received the ticket numberOur ticketing service assigns every email a ticket number to reference to and without that we cannot honor her cancellation from AprilWe have in fact honored her cancelling moving forward after her May 1st emailAfter an order has processed we can no longer remove it from our system as mentioned to her many times

This customer purchased a Groupon voucher, where the customer was notified of the renewal/cancellation policy prior to even visiting the UrthBox websiteThis customer was additionally notified on the final purchase confirmation receiptWe will be upholding our policies as the customer was in every respect notified clear and conspicuously

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 have attached a screenshot of the email I received 6/2/stating the refund would take business days, not 14-business days for UrthBox's reviewI would also like to note today is 6/28/17, business days after my refund was supposedly startedI suggest they review their policies and time frames with their customer service staff to avoid confusion with future customers and transactionsI hope this message is relayed to themI have also pasted the email below in case there is any issue viewing the attachment I appreciate your attention to this matter Sincerely, [redacted] [redacted] (UrthBox) Jun 2, 09:PDT Hello ***, Thank you so much for your patience on thisWe have started a refund for you and should be processed in the next business days Once again we are sorry for the inconvenience Thank you, [redacted] @ UrthBox

[redacted] had received a special promotional code for a free office box valued at $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 attachedShe believed she was going to renew into a month subscriptionBut 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 subscriptionHer credit card was charged the $fee as we did send her two notification emails that her account was set to renew and we would be charging herIf 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 complaintWe 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 meSincerely, [redacted] ***

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 optionsThere, it explicitly states the monthly prices for each box sizeOnce a size is selected, the customer is taken to our three subscription length optionsOn 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 pageThese are all easily accessible to our customers [redacted] signed up for the First Box Free promotionAll 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 selectedThis information is provided to her throughout our website, at the checkout screen, and on the bottom of her receipt In order to cancel the subscription the customermust email your cancellation request before their renewal billing charge (before the 1st of the month)Which is clearly stated in our FAQs and Terms & Conditions which are available to our customers on our website [redacted] Contacted us on November 1st which is already past our cancellation periodWe responded to her within hours as stated in our followup email she receivedWe contact all customers within 24-hoursShe left one voicemail that day as well and we also contacted her by phone the following day [redacted] did not respond to our voicemails and her product is already set to shipIf [redacted] had contacted us before the 1st of November we would of had no problem in cancelling her account to avoid this charge

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

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I haven't been emailed anything from the senior managersI spoke with a woman from the escalation team who told me I would have to mark my problem as solved on the Revdex.com website before they would give me 1/the money back and get the trial box re- hipped to meWhy would I agree to mark my issue as solved before they solve itI asked for my mini trial box that I paid for shipping and I haven't received itI was told I would get a tracking email when it was shipped but I never did until after they claimed it was shipped and delivered alreadyI was told I would get a call back and or email from a senior manager and I have notI am not willing to close my complaint before my investigation that I filed with the usps service has been concluded showing what happen to my trial box since the tracking number shows it was delivered

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

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 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 $+ 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 caseI 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] refund has been processed and will be in her financial institute within hoursShe was made aware that refunds take anywhere between 14-business days

[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 monthSince 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

Complaint: [redacted] I am rejecting this response because: I did not receive proper notice for any renewal and it was my understanding based on all of my previous communications with Urthbox that I bought and paid for months worth of product/service, no moreI also am giving notice again that I do not consent to the second charge placed on my credit card and I want my money back.I do not want their product and I am not paying for something I do not want.What are the next possible steps to get this situation resolved? Inquiries with the California Department of Consumer Affairs or the Bureau of Consumer Protection? Sincerely, [redacted]

Good Afternoon, Urthbox and I have reached an agreement They will issue a refund for months that is supposed to post to my checking account within 5-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

All shipments get shipped out the following calendar month on the week of the 15thWe absolutely provide our customers with tracking information by request if they call or submit an emailWe 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 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 (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

UrthBox has already solved this customers situation with customer service