UrthBox

Initial Business Response /* (1000, 5, 2016/01/13) */
We have made our verbiage very clear on our website in regards to the auto renewal policiesNot only is it listed under our FAQ, our Terms and Conditions (which customers agree to prior to checking out) but it's also listed on their order
confirmation at the time of purchaseThere is also a section right next to the check out button in bold letters that informs customers about the renewalWe have communicated with this customer already and we stand by your initial statement
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand your stanceI really doWhat I don't understand is your lack of customer service and your complete utter disregard for customer satisfactionIf you are not going to give me my money back, which it sounds like you are not, then I would like the product that I am being forced to pay forYou sent proof of delivery for a November shipment, which I never receivedI also never received the December shipmentPlease follow through with your side of the contract that you are making me stick toI am owed at least two months of boxes at this pointI paid for a product I have not yet received
I have a six month subscription that I have been forced to pay for, you owe me my product
Final Business Response /* (4000, 9, 2016/01/22) */
Please contact customer support at [email protected] and they can assist you with your account and boxes

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Urthbox insists on discussing this matter over the phoneI want all correspondence to be written

Initial Business Response /* (1000, 14, 2015/08/26) */
*** ***
COMPLAINT # XXXXXXXX
This customer purchased a month subscription, which renewed twiceShe knew she was receiving boxes longer than her first months she claims she thoughShe received all email notifications as well
At the end, we informed her about our policies and made sure her subscription did not renew for a third time

We stand by our previous statementWithout a cancellation request prior to the renewal date, as we are a prepaid service, the subscription is cancelled moving forward

We have attempted to reach *** many times to resolve the issue internallyShe proceeded with calling her bank with information as they contact us to discuss what *** statement has mentionedWe will absolutely help her internally and provide her with a resolution as we always try to help our customers as much as possibleShe was provided all the information regarding the renewal at time for purchase and before purchasingShe has understood that she may have overlooked itShe can contact us to proceed with the one time exception that was discussed with her over the phone last week

Yes, Urthbox has offered to refund me ***

Complaint: ***
I am rejecting this response because: My bank has called them to dispute and yes they only offered to give me out of the
they took out without my knowledge this was on Sep 18, when they agreed to give that amount we have a recording to which they state I will get the refund in 5-business days it is now Sep 27th I have seen no refund hit my bank account so no this matter is not solved. My next step is to talk to an attorney that was recommended to me they have been collecting information on all the people this company stole fromUntil I get the amount that was promised and my Boxes I will not accept.Sincerely
*** ***

UrthBox is a monthly subscription food and snack delivery service similar to others in the
marketplace.
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

The customer already agreed to a settlement internally with UrthBox and the issue resolved

Complaint: ***I am rejecting this response because:
I ordered the Mini Urthbox Free Trial as of April 8th I did not receive the actual trial until June 4th
My dispute is that I received the trial AFTER the 1st of June (took months) which didn't give me the opportunity to actually try
the product before canceling on the 1st of the MonthSecondly, I was in fact, unsatisfied with the products I received.
Thirdly there was nothing stated on the page I purchased the free trial that exactly $would be charged to my account.Sincerely,*** ***

UrthBox is a monthly subscription service where customers subscribe and receive a box once a monthFrom start to finish, all of the verbiage on our website supports that we are an auto-renewing subscription service similar to others in the marketThis information is also available on the purchase
receipt.Since we did not get a cancellation request prior to the renewal date, the subscription has been cancelled moving forward and will not charge the customer again as stated in our policies

This customer has already been assisted internally, she has been made aware the product in question was not expired as it was just the MFG (manufactured date)We also sincerely apologize for the non-vegan item in her vegan box as this product was sent out in error to only a few accountsWe also
made to sure to send her an entirely new box at no extra cost to her for any of the confusion and frustration this may have causedPlease see attached screenshot of the email thread with her and our support team

Complaint: ***I am rejecting this response because:
The fact that the order would be renewed was not made clear to meI was never sent any confirmation email nor an email advising me how long I had to cancel the subscription I didn't know I was signing up for, nor when I would be charged (it's odd that I ordered the alleged trial box on May 8th yet wasn't charged for this "renewal subscription" until July 1st)No part of the order process suggested I would be charged againThis is not acceptable to me, and I want my money backI don't want any more boxes or merchandise from these people; just my refund
Sincerely,*** ***

As you can see in the email screenshot attachment, *** situation has been handled by our customer service department and she has understood the auto-renewal, as well as been given an extra box for the initial issues

We informed ur customer about the breakdown of the chargesWe then proceeded to cancel her auto-renewalWhat she did not do was contact us back to request the entire order to be refundedAll orders are processed within hours of placementShe did not email us back until February 27th when she had already received the goodsAs mentioned before, we cannot refund her for goods that have been shipped and delivered

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 marketThis customers RueLaLa voucher she redeemed
states the renewal and cancellation policy in the first paragraph in bold letteringThis information was provided to the customer prior to visiting the UrthBox websiteOnce on the UrthBox website, after entering in the shipping and billing information it is clearly stated in bold/caps font: PLANS BEGIN ON THE 1ST OF THE MONTH AND AUTOMATICALLY RENEWYOU MAY CANCEL AUTO-RENEWAL ANY TME BEFORE THE END OF YOUR PLAN TERM. By submitting their order they are agreeing to our terms of service that is listed right next to the check out buttonThis customer was informed in many different areas of the renewal and cancellation policy very clear and conspicuouslyThis customer was also provided with the alternate point of contact and stated she was writing it down to the representative she spoke to over the phoneIf the information was written down incorrectly the customer may request is again from customer service by submitting a new ticketAlso provided with a copy of her original purchase confirmation receipt from her first point of contact on August 1st,
The subscription has been cancelled moving forward and will not renew after the final box ships out

We stand by our previous statement as the customer was refunded and there's no outstanding issue to resolve

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 ):
***
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)

Complaint: ***I am rejecting this response because: once again it is a non-response By failing to respond in any way to my complaint that Urthbox provided me no notice that they would be charging my credit card for months' worth of services at once, they concede that they have no justification for charging me and for refusing a refund I continue to demand a refund, which Urthbox continues to ignore I ask that the Revdex.com take this complaint--which is unrebutted--into account should Urthbox ever seek accreditation I also ask that Revdex.com take note of the fact that Urthbox refused even to provide contact information for their escalation unit, which I have now asked for four times I note that I will also be filing a complaint with the *** and CalAG, among others, and that I will be taking other action against the company in the interim. Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because:  they say they will send a cheque in...

the post.  Until I have received the cheque and cashed it the matter is not settled.  If I receive the cheque and If it clears then I will consider the matter closed.  Because Urthbox have promised previously to credit my account and to send a cheque but have failed to do so, I have no faith in them doing so this time.  I cannot trust Urthbox until the money is actually paid and back in my account.Sincerely,[redacted]