UrthBox

Initial Business Response /* (1000, 5, 2015/07/13) */
Hi ***,
We spoke via email in regards to your accountWe went over all details on when you placed your order, and you knew you placed an order because your received all boxes in your first subscriptionWhat I don't think you understand
is that we are an "auto-renewing" subscription serviceYou did not contact us to cancel your subscription before your renewal date
At the end of our conversation we made sure you were not renewed again and we made sure your subscription has been canceled once the last box ships out
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In an email you stated that I PLACED another order, not that it was automatically renewedI do not see where it says that it is an automatic renewalI did not like the service, I want it canceled and refundedThis is not how to run a business
There was no notification that this would be renewedI did not authorize you to charge my credit card for the second timeI was a FIRM CONFIRMATION that my account is deleted and you do not have my credit card infoI will cancel the card entirely if thats what it takes for you not to have any of my personal information
I would like a full refund on this service, please cancel the shipments

*** was very confused about her shipping informationSee below the shipping details, her tracking information with status delivered and attached is a copy of her receipt stating when her box ships outWe have already spoken to this customer over the phone and she has been assisted
Any
time a new order is placed in one month, it ships out for the first time mid month the following monthSince she ordered in March her first box will ship out mid April. The week following the 15th her tracking number will be available with customer service at *** ** ***
This information is also provided on your order confirmation
If you are looking for more information regarding our shipping policy please refer back to our FAQ pageI have included the link below for easy referenceIt is the second bold topic from the top.***

Complaint: ***I am rejecting this response because: it says nowhere that I can't email the account manager I emailed the account manager and he said he would forward to support That should have been good enough.Sincerely,*** ***

*** refund has been processed on the 6th business dayAll financial institutes release times varyIf she does not see her refund back in her bank account by the end of this week we recommend she reaches out to our accounting department as they will be able to assist her

As you can see on our Terms & Conditions it states that the aforementioned does not apply to free trials or any promotions*** has filed a dispute with her CC and it does seem like it came back in her favorTherefore, the issue has been resolved even though our terms and conditions were very clear and the policies were also on her receipt sent to her inbox

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 completedFurthermore, we have in fact been in contact with this customer as I am the representative who spoke to her and assured her that we have no male customer service reps in our office since early JanuaryWe also do not have a representative here with the name ***It is a possibility this customer may have mistaken us with an other service she may have since we do not have an *** or a male customer service rep who would have answered the phones

As you can see from the screen shot this customer was absolutely granted a refund due to her being within the hour cancellation periodWe always honor our customers request when within our policies

This customer contacted us after the renewal dateOur cancellation policy states that any request on the 1st of the month or after applies to the following renewal periodWe have made sure your subscription does not renew after the final box ships outThis information is listed throughout our
website terms and conditions, and purchase receipt

Complaint: ***I am rejecting this response because:
I never signed up for a month trial that explicitly stated that it would auto renew into a month subscription if I didn't cancel by the deadline of the trial This business practices very gross and predatory sales practices, their customer service is also really poor for a business that relies so heavily on people to promote them via social media and other word of mouth referral incentives.Sincerely,*** ***

Complaint: ***I am rejecting this response because: clearly this business has the same problem over and overSomethinn should be done according to local laws and the customers fairnessThey have no respect for the customers opinion and ways of being treatedAn offer should've been made such as refunding the next boxes and not send themBut instead they hide behind boguss policiesI now understand why they have groupons and actually have business
So sad, because very intersting products, but just the worst way of business and customer service ! Told everyone I know to stay away and now am telling all others searching about this product
I stand by my complain.Sincerely,*** ***

*** has been cancelled moving forward after this being her third renewal she has been very well aware of the subscription process as she's been a customer for over a year and a half

Complaint: ***I am rejecting this response because: I have tried repeatedly to contact them I have had to leave several messages because the recording states that the wait times are over minutes
I went to my bank because I was unable to get through to them and the only information I provided was the exact screen shots that I saw at the time of sign up I tried to call them back Friday, but the representative refused to transfer me and said I had to wait for someone from escalations to call me back and should receive a call back by the end of their business day or on Monday I hung up and called right back and was told that everyone in that department had left for the day.
I am still waiting for the call because I can't get through to them and the voicemail keeps saying the same thing, the wait time is over minutes and to leave a message I gave up on leaving messages, but I will leave more voicemail and see if that helps
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/03/11) */
This customer redeemed a voucher towards the order that covers the first monthsThe voucher also states the auto-renewal and cancellation policy apply to the orderFrom start to finish, all of the verbiage on our website and final purchase
confirmation receipt supports that we are an auto-renewing subscription service
This customer did not submit a cancellation request on time, before the next renewal billing charge (before the 1st of the month)
Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My voucher was worded to make it seem like I was buying a one time dealWhen they ask "select the LENGTH" of your subscription " and I pick months, that makes it appear I want a month subscription , as ANYONE would assumeAgain this business uses dishonest and misleading techniques to charge almost double the amount assumed by consumersNot only did they continue my subscription after I specifically ordered a month supply, they charged dollars instead of the I originally paidI attempted t correct this before funds were removed from my account and two weeks prior to shipment being sent but they refusedI would assume because their business depends upon the majority of their clients not understanding their purposefully misleading "verbiage" as they call itMy middle ground would be the rest of my funds sent back minus the shipment that went out in the
Final Business Response /* (4000, 9, 2016/03/23) */
We stand by our previous statement

Complaint: ***I am rejecting this response because: these policies were not clear when I signed up for the one month free trial box through InstagramI should have been emailed these policies and I should have been emailed that I was signing up for a month subscriptionI was completely unaware that I was signing up. Sincerely,*** ***

Complaint: ***
For the record, I wished to order (2) Small Diet Urthbox's for my daughters who are students When I was ordering, the shipping information on my second order did not changeNo problem I thought I will email as directed to cancel the incorrect order/address I did so I then sent an email with the complete order details so that there would not be any confusion I also left a phone message on their customer service line Auto response from Urthbox was that it takes 24-business hours for a response When one has an incorrect order/address, as a customer a reply is important I sent another email on 9/ No reply On 9/I left another phone message No replyAt this point, regardless of business working days and a now hour response, I opted to cancel all my orders I sent an email stating this clearly My personal choice was not to do business with a company who is unavailable That was my choice Because I had received absolutely no communication in order to cancel the orders, my next recourse was to contact my credit card company I wanted the orders stopped Payment xrefunded Surprise-surprise When I mentioned the credit card company and a dispute I received a phone message saying not tho file with the credit card company I also received an email dated 9/saying, "Did you process any kind of case with the bank? If so that will delay the process, where I can refund in days compared to a dispute with the band Please let me know that there's nothing been filed with the bank so I can get you a refund quicker than the banks can." And there I come to find out, is why Urthbox now says it was no longer able to communicate According to *** they could not contact me since I placed a dispute with the bank Now I wonder, would it not been in everyone/s best interest to send an reply stating such? I believed that Urthbox was continuing to ignore my requests to cancel all orders Fine print: once a dispute, nothing can be canceled
That is it I am beyond frustrated To put a customer through such a run around is not good business and certainly not commendable customer service I am not trying to get additional credits/money I simply sought to correct a wrong I wanted my orders cancelled and my credit card refundedNow apparently that will not be the case because it can not be done
Heed well those that read this Search the internetII found Urthbox complaints and reviews @ pissed consumerRevdex.com rating scorecard is a B- I wish that I had researched is all that I can sayThe amount of time that I have put in to this is far exceeds that which I was charged If the company feels good about claiming that they were not able to contact me because of a bank dispute, then so be it I am quite certain that other successful companies would never stoop to this level
Bottom line I reject their reply but it is not worth the battle Verbiage is what will let them win

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI haven't received my refund yetWhat recourse would I have if I don't ultimately receive it?
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
day after my credit card was charged I notified them I did not want the product and I NEVER gave them permission to charge me after the initial orderI can understand if they said it had already shipped and they would charge me for month but there is no way that they can say I must pay in advance for months of a product that I do not want, did not order and NEVER AUTHORIZED them to charge me forIf the money is not fully refunded my next step is to contact an attorney
I have seen online Urthbox has many, many complaints about this same exact issue so therefor, they must know it is a problemThey obviously choose to ignore the complaints in the interest of making more moneyIt is deceptive and I will contact an attorney and start a class action lawsuit unless I receive a full refund
Sincerely,*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)They market the boxes as "give as a gift" and then automatically renew? Had I got a notification by email about the renewal date or even a shipping confirmation (i got one for every other box except the last one some how) or even a notice about the last box being the "end of subscription" box I could have cancelledThis all seems like a way to trick you into paying when you want to stopAnd also the billing amount went up significantly from my original purchaseAlso, WORST customer service about the matter I have ever encounteredI was hung up on times before I was told to go fly a kite

(The consumer indicated he/she DID NOT accept the response from the business.)I understand that UrthBox has an auto renewal process without any kind of courtesy notification but when a customer contacts and says they need to cancel that I would hope it wouldbr respected & understood that a customer no longer wants your product, funds should be returned and a good standing relationship is in tactUrthBox continued to bill me after I cancelled the subscription and continue to taking my money without my permission

We've attempted to reach the customer to resolve the issue internallyUnfortunately this customer has disputed the charge, per policies from their financial institute we must let accounting and them continue all communicationThey will be in contact with the customer as soon as it has been
resolved