UrthBox

As shown in the customers attachment, UrthBox made multiple attempts to contact the customer and resolve the situationNot responding back to UrthBox does not allow any assistance to be had on the situationAs stated the customers only request was to apply the voucher towards the already processed chargeThat is not allowed

*** originally purchase a gift certificate which DOES NOT auto-renewBut what *** did was redeem it with her own credit card and account information for her receipientIf her recipient had opened up their own account with their own information they would have had the chance to cancel or continue the subscriptionWhen *** redeemed the gift certificate she did receive notification that all subscriptions will auto-renew even if it is purchased with a gift certificate
See attached receipt

As UrthBox did not get a cancellation request prior to the renewal date, we stand by our previous statement

Our system archives all of our customers emailsWe were not able to find any email corresponding to any of her handlesIf the email had been received by our system there would be record of itAt this time *** account has been closed and there will no further auto-renewal

*** has been called and emailed regarding her escalationWe are here to assist her with her not receiving her box until after the 1stWe can most definitely help with a resolution that is fair to both partiesShe is on our list for call backs or can simply give us a call at *** between the hours of 9am-5pm PST

We would have absolutely honored this customers cancellation request if she had sent it before the 1st of the monthWe do not proceed with charging our customers if a cancellation email is on fileFrom her emails provided we did not find any cancellations before the 1stWe have no problem honoring it as long as she can provide a ticket number attached to the cancellation request she has sent before the 1st of the month

Complaint: ***I am rejecting this response because: it is unsatisfactory and contains information First, nowhere in the process does Urthbox explain that the customer will be charged automatically for months of subscription To the contrary, the checkout notice states only that it's a monthly subscription At the very least, I should only have been charged only for a single month's additional service--not sixSecond of all, the notice described in the company's response is insufficient and contrary to California law It is not in a different typeface, as required by law, and is not large enough to notice Indeed, I did not see any such notice when I redeemed my gift subscription Third, I have been through my records and have received no receipt from Urthbox related to my gift redemptionSo any notice that might have been on it is irrelevantIn fact, my first shipment never came and I had to complain to the customer service department to get the initial gift subscription going So my guess is that there was some error on their end to begin with Additionally, to the extent Urthbox claims there was some notice to me on the gift voucher I received, I did not purchase it--it was a gift--so I had no reason to review the fine print on the voucher and cannot be expected to have done so Moreover, any notice on that voucher is pre-redemption and thus insufficient notice under the law Finally, I asked ***--the customer service representative with whom I dealt most recently--to please repeat the escalation email address She did not respond and instead hung up on me She also told me she would be providing information to my email and failed to do so In short, Urthbox's deplorable customer service aside, I am entitled to and should receive a full refund, or at least a refund for five months' worth of the subscription they illegally charged my credit card (because even under the company's response, there was no notice to me that they would automatically charge me for six months).Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/15) */
Hi ***,
I understand one of our reps has already handled your situationWe do apologize for the delay in response, at the end of the conversation I see we have settled your issue and canceled your subscription

Initial Business Response /* (1000, 17, 2015/07/07) */
Hi ***,
I see one of our reps tried to help you outAll of the verbiage on our website clearly states we are an auto renewing subscription companyThis information is not only listed on our website during your ordering process, our
FAQ (http://www.urthbox.com/faq-*** and our Terms and Conditions (http://www.urthbox.com/terms-w*** which you agreed to before checking out, but it's also provided on your order confirmation at the time of purchase under bold red letters
Taking a look at your conversation with one of our staff members, we tried to work with you and resolve this
We do apologize for any inconvenience this may have caused
Initial Consumer Rebuttal /* (3000, 19, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The woman I spoke to over the phone did not in any way make it clear that this would be an automatic renewal subscriptionI did, however, make it abundantly clear I was only ordering this as a three-month gift subscription for my sisterI was unable to order on the website therefore I did not see any of the verbage you refer to and this woman did not tell me it was an auto renewal subscriptionBecause I was sure I had only ordered a three month subscription, I assumed there was no need for me to read the entirety of the order confirmation line by line to search for any caveats, nor would I have had any reason to research your FAQs on your website, presumably in search of any loopholes or caveats when ordering from Urthbox
You mentioned you tried to work with me actually, I tried to get the box that was already shipped to either be turned around or offered to send it back unopenedYour staff informed me that was not an option
I think you have been less than forthcoming your business practices are lacking and it is very easy to get mired in what should be a simple transactionI ordered a three month subscriptionI only wanted a three month subscriptionI never authorized a renewalIt's that simpleI felt like this was a classic bait and switch maneuver I clearly stated I only wanted a three month subscription and was instead given an auto renewalIf you tell your customers they are signing up for a three month subscription it should be only a three month subscriptionI would like a refund for the box I never ordered
Final Business Response /* (4000, 21, 2015/07/15) */
***,
We have to uphold our company policyBecause you did not contact us to cancel your subscription before your renewal date, we cannot issue a refund for your renewalThe verbiage on our website makes it very clear we are an auto renewing subscription company along with the verbiage on your order confirmationWe have made sure your subscription does not renew for a second time

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Not a problem, all credit card information has been removed from our system and accounts have been closedNo further payments will go through or boxes will be delivered

We are attempting to to address the issuePlease have the customer email us at *** and provide a contact number so that we may assist and resolve this problem as soon as possible

We have emailed the customer regarding the checkPlease see attached correspondence and copy of check that was sentWe have refunded the total amount. He should be receiving that in the mail in the next few weeksHe is located out of the country so I do believe this would take longer than a weekWe apologized for the great delay in him getting the refund processed and are addressing the issue internally.
He can reach out to us if he has any other questions

*** can further contact us at *** to proceed with our escalations team as we can not proceed with a refund through Revdex.com websiteShe has now been put on our call back list for Tuesday August 1st

Hi, I filed a complaint and the company I filed it with has resolved the issue
Thank you,
***

Initial Business Response /* (1000, 7, 2015/08/18) */
Hi ***,
I pulled up your account and I do see we had contact with you and that your subscription had renewed 7/for another months
I do want to apologize for any inconvenience this all may have caused but we do have to stick to our
policiesBecause you did not contact us in regards to canceling your month subscription, we could not have canceled it until all boxes have been shipped
We have provided locations of our policies in our emails back and forth so I'm sure you are familiar to it by nowI have also double checked and made sure you do not renew again and September is your last box
Initial Consumer Rebuttal /* (3000, 9, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, your policies are extremely confusingWhy would ANYONE opt for a three-month subscription instead of a one-month subscription if you have to pay for three boxes up front, repeatedly? This is not how any other subscription box I have ever purchased has workedThis is why Birchbox has outstanding A+ reviews and yours are an F and is why they are growing at an extraordinary rateThey put their customer, not their policies first
Secondly, they are YOUR policies - this isn't law or something higher than your ability to adjust or changeIf a customer isn't satisfied, you are at liberty to make an adjustment and you have CHOSEN not to
Final Business Response /* (4000, 11, 2015/08/27) */
we stand by our initial response
Final Consumer Response /* (4200, 14, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my initial response

Initial Business Response /* (1000, 5, 2015/12/10) */
Hi ***,
Per our email conversations, you were not charged anything from UrthboxYou redeemed a voucher for a month subscription, and we are entitled to make sure all boxes are shipped to you which you paid for through a third party
siteWe have made sure your subscription does not renew, but you were not in fact charged from Urthbox

*** has now opened up a dispute with her bank states as fraud which is incorrect as she did agree to our terms and conditionsHer funds are now frozen and we will be moving forward with her financial institute

As you can see from a screenshot of the check out screen there was a clear message stating she will be auto-renewed into a pre-paid month subscriptionRight below the check out button there is also an other notice prior to her clicking continue with a link to our terms and conditionsOn her receipt you can also see there is a more detailed message as well as ways on how to cancelThis customer did not cancel in any capacity prior to the renewal and has been cancelled moving forward, we assure her she will not be receiving any further charges or boxes past the months she authorized

Complaint: ***I am rejecting this response because:
Once again and I have emailed the company
My account online shows exactly the orders - when ordered and order number, etc. They are as follows:
4/- Ordered 3-month subscription $- order #***
6/1 - My 83-year-old mother's 1st box finally arrives - order #
7/- My mother's 2nd gift arrives - order #***
8/- Thinking that my mother is getting every order, every month and she's happy with the boxes she's getting, I order another 3-month set up. I never do know if she really does get the
8/order because SHE'S IN NEW YORK/I'M IN COLORADO AND THERE IS NOTHING ON MY ACCOUNT THAT INDICATES THAT THE DELIVERY WAS MADE. NO TRACKING, NO DATE, NOTHING
9/- My mother's 1st box via the second 3-month subscription I paid for arrives at her door
9/- I order a box for myself (Colorado) order #*** to see exactly what my mother is getting for what I am paying for and I am extremely disappointed both in the quantity and quality of the items in
the $per month box. And because I am extremely cautious of their cancellation clause, I cancel both subscriptions immediately
9/or there abouts, I get an email that states both accounts are cancelled and the October box will be my last. Excuse me, I email them... I still have a November 1st delivery for my mother in New York. They ignore my email.
It isn't until I contact Revdex.com that they (surprisingly?) respond. Well isn't that a coincidence? And phone messages - I don't do phone messages. I'm not about to waste my time on a phone call. I'm the consumer/customer - you work FOR ME
If there is any type of confusion as here it is with their online account tracking. Attached you will see - no tracking number, no delivery date just the assumed 1st of every month when my mother got her order
Oh, and they said the "November" order would ship mid-November to New York. Didn't happen - as you can clearly tell from the attachmentAs for me, I'm done with them. I just do not want any other uninformed consumer to fall in to the same trap
*** ***