UrthBox

Complaint: [redacted] I am rejecting this response because: Yes, your process does include the recipient needing to enter their credit card information, which I only discovered *after [redacted] I had purchased the gift and which I found to be a frustrating experienceWho purchases a gift for a relative with the expectation that they'll have to enter their credit card information? I entered the information myself because as the giver of the gift I didn't intend on making the recipient provide payment information or jump through hoops to receive the gift I had purchased on their behalf Again, the business's advertising of a "gift" option is advertising and does not properly indicate the circumstances of purchasing a "gift"Had I been aware of this process up front, I, again, would have used one of the many competing services that don't employ predatory subscription packages like UrthBox does I reject the business's response because they are fully aware the consumer is not made aware up front that the recipient of a gift has to enter their payment information and order the actual product themselvesAnd, again, the indication that a "subscription automatically renews" is misleading and does not adequately convey the fact that a "month gift option" qualifies as a "subscription" I maintain my original request to have my $returned to me and that UrthhBox makes changes to their representation of the "gift" option or to eliminate it, as it's not truly a "gift option" as the large majority of consumers understand a "gift option" to entail Sincerely, [redacted] ***

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

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] websiteThe description of the voucher includes The Fine Print section listing these policiesOnce the customer visits the UrthBox website, on the checkout page it is listed again in bold/caps PLANS BEGIN ON THE 1ST OF THE MONTH AND AUTOMATICALLY RENEWYOU MAY CANCEL AUTO-RENEWAL ANY TME BEFORE THE END OF YOUR PLAN TERMThis customer had from the date of purchase up to the day before the renewal date to submit the cancellation request, a full monthsSince 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

Initial Business Response / [redacted] (1000, 7, 2015/06/19) */ Hi ***, We spoke a couple weeks ago about your account Our phone operating times are from AM - PM Pacific Standard Time We received two calls from you in which we did call you back and spoke over the phoneYou 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 / [redacted] (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 AprilI 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 arrivedAnd 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 itemThat'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 SocialLiving Social had already refunded their charge for a 3-month voucher This issue has been resolved to my satisfaction Final Business Response / [redacted] (4000, 11, 2015/07/07) */ We're glad we were able to resolve this

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

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ ***, As we've previously stated we cannot issue any refund due to the fact that you did not follow our policies we have in placesWe do need to uphold our company policyYour cycle has one box left and as we've mentioned before, we made sure it does not renew Initial Consumer Rebuttal / [redacted] (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 differentlyEven if you couldn't credit me the entire amount, to not be able to credit me after getting only of the boxes - credit me for the 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 customersI'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 itIt'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 serviceThere's too many other good companies out there who know that customers do have legitimate situationsYou 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 giftWho does that?? If I ordered this on my own - then yes I agreed to autobill - but this was a GiftYour steadfast refusal to do anything - well - good luck with that business ethic especially in today's world of social mediaIn addition to not getting a credit, I guess I don't get a phone call from the owner/CEO or whateverThere'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 companyHide behind your policies - maybe this is the only way you can make money - to cheat people out of it Final Business Response / [redacted] (4000, 9, 2016/01/20) */ we stand by our previous statement

UrthBox is a monthly subscription food and snack delivery service similar to others in the marketplace 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 (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 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) [redacted] ANY GROUPON, LIVING SOCIAL, RUE LALA , TERMS THAT APPLY ARE ALSO ATTACHED

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

[redacted] made a purchase for a month auto-renewing subscriptionShe was charged on August 1st after her three boxes were fulfilled from her first termWe would never charge her prior to her subscription not being fulfilledPlease 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 herWe have agreed to send her month authorized purchase to her mother instead per HER request

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] ***

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 thereIt 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 customersSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I never got my full refundI attached my credit card statementsNowhere has indicated that I received my refund from UrthBoxThere has been no refund ever since FebruaryIt is now April, almost MayIf I was in "queue", I should have received the refund in the past monthsBut, the fact that it has NOT shown up on my statements or in my pending transactions (I have called my MasterCard company this morning when I received this response), I will have to rejectI want my refund for the $I also want a credit note/invoice attached to a responseI never received a refund receipt or anythingOnly Emails that have been lacking in action Sincerely, [redacted] **

[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 conditionsAs 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

Initial Business Response / [redacted] (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 youWe have responded to all of your emails, with no response back with confirmationNot 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 otherwiseWe can most certainly send you screen shots of proof of all the responses we've sent you with no confirmation backI hope we can resolve this with no hassle

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]

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

[redacted] has been very confused about our shipping time frameAs stated in our terms All new orders placed before the end of the month are shipped the following calendar month on the week of the 15thWe had provided [redacted] with tracking information for her box since we DO NOT have a delivery date being the 1st of the monthWe also did receive her cancellation request and we honored itShe had signed up for a month subscription which we honored to cancel after all boxes had shippedTherefore, we did everything she had asked for We have also attempted to contact [redacted] by phone to help provide more clarity on the issue but she does not return our phone callsI've attached a copy of her email as well that shows that we did send her notification of how her boxes ship out

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 (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
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: ***I am rejecting this response because:
I'm not sure what a ticket number is, and frankly that's not my concern as a customerI emailed your company twice, asking you to cancel my orders and the method by which I cancelled my orders falls within your cancellation policyAs such, the only resolution that I will accept is a full refund for the order charged to my card on May 1st.Sincerely,*** ***

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 NoticeThe box was delivered successfully the following month after the it was placedIt did not take months for the product to arrivePlease see shipping details belowOrder placed on 3/15/and delivered on 4/26/which is what our shipping policy states "ships out the week of the 15th the following calendar month"
Tracking *** *** **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