UrthBox

Complaint: [redacted]I am rejecting this response because:
I was told my request to cancel would be forwarded to support.  Either it was, in which case you should refund my money, or it wasn't, in which case you should refund my money.
Sincerely,[redacted]

Complaint:...

[redacted]I am rejecting this response because: 
 
Thanks for getting back to me.  Urthbox did contact me to offer a partial refund of $155.84 USD.  I'm including a snapshot of their email offer.   My preference is for a full refund but I confirmed back that I am agreeable to their offer. 
 Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The businesses response is entirely inaccurate. I did not inquire about the shipping costs. I requested a cancellation immediately. On the checkout page my order came to  $2.99. Then when I got my receipt I saw that I was charged over $9.00. Because of this I sent this email in request of a refund. I felt duped that they showed one charge and later charged me more:
 
  
Jan 31 at 8:15 PM
To
UrthBox
Message body
Please cancel this order. It came to $2.99 on the main page and then I got billed $9.00 + on the confirmation page. PLEASE CANCEL AND REFUND this order ASAP.
 
xxxx
From: UrthBox <[redacted]To: xxxxxxxxSent: Tuesday, January 31, 2017 8:12 PMSubject: Order Receipt [redacted]
Your UrthBox is Confirmed!  Please review the details of your order below and keep your order ID for future reference.VERIFY YOUR SHIPPING ADDRESS!Please carefully verify your shipping address below and contact us at [redacted] if you need to make a correction.  Please note reshipments due to incorrect address entry can incur an additional $6 charge per shipment.YOUR ORDER ID NUMBER IS: [redacted].---------------------------------------------------------------------...⇄ PRODUCT: MINI VEGAN - FIRST BOX FREE - JUST $2.99 S+HQUANTITY: 1    PRICE: $2.99  Net Invoice: $2.99Tax: $0.00 ()Shipping: $6.95 (STANDARD SHIPPING)INVOICE TOTAL: $9.94---------------------------------------------------------------------------...⇄ NOTICES:** PLEASE NOTE : All new orders are shipped on the week of the 15th of the following calendar month.** PLEASE NOTE : Reshipments due to address corrections can incur a $6 additional charge.AUTO-RENEWAL AND CANCELLATION POLICY :** PLEASE NOTE : All subscriptions will automatically renew on the 1st of the month either monthly, quarterly, bi-yearly or yearly depending on your subscription plan.  You may cancel your subscription at anytime by sending us an email at [redacted] In order to cancel your subscription you must email your cancellation request before your next renewal billing charge (before the 1st of the month).  For example, if you are on a monthly plan and do not want the October box, you must email in your cancellation request by September 30th (before the 1st of the month).  Unfortunately, there are no refunds for requests that come in after that date or mid-subscription.
nana817 on

Unless specifically stated otherwise, all of our boxes are subscriptions that renew on their own every month, every three months, or every six months. Urthbox does not offer any one-time or trial purchase options. By submitting their order they are agreeing to our terms of service that is listed...

right next to the check out button. We also have listed in this same area that "plans automatically renew." Since we did not get a cancellation prior to the renewal date, we have made sure the customer is not charged again moving forward after the final box of the current subscription ships out. This information is also provided on the purchase order confirmation at the time of purchase.

Complaint: [redacted]I am rejecting this response because: If you had bothered to read my original complaint, you would have seen that my issue was not that I wasn't to be refunded at all, it is that you refuse to refund me IN FULL. This company has been dragging me through the mud since I addressed the issue almost 3 weeks ago. I want my money back.
 
 
Sincerely,[redacted]

This customer, as she stated, moved away and didn't notify UrthBox with a shipping address change. Thus, being why she did not receive the third box or any there after. This customer refused to provide a new shipping address for the remaining boxes that will ship. The customer had placed the order...

on her own and entered the information like her credit on her own, not over the phone. The customer only received assistance correcting the original order for an incorrect subscription plan. After careful review of the phone call, we will be upholding our policies with this situation.

Complaint: [redacted]I am rejecting this response because:
It was very clear and in bold that I was asking for a refund of my order ASAP. The request was on time. I made myself very clear. I was not expecting any order to arrive because I cancelled the order. The only reason I contacted the company again on the 27th was because the order I cancelled still arrived despite my request for it to be cancelled. This is poor business practice. The bottom line is that I requested a refund and cancellation on-time. This company has received previous complaints about this very same thing. They should have demonstrated all costs on the page where you finalize your order, not later on a receipt. This is not right and I am asking for my refund ASAP. This entire process requires my time and energy when all they had to do was be up front about costs from the beginning and honor my cancellation request as initially requested. 
[redacted]
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
Credit card company is reversing the charge as we speak. They have marked it as a fraudulent charge. I am now sharing my experience of Urthbox with my 20,000 followers. Sincerely,[redacted]

[redacted] has not contacted us to change the shipping information. If she had contacted us before the week of shipment (by May 9th) we could have definitely honored changing the shipping information and also assisted her internally. We absolutely would have helped her but we did not get any...

notification. We have never denied a customers request to donate boxes, we have many customers that do so. [redacted] has not once contacted us but instead has gone to her credit card company which she is trying to take advantage of the system. She is filing a dispute for her money back and also receiving product.
 
At this time our accounting team has taken over her account since she opened a dispute and her financial institute will be in contact with her when the dispute has closed.

Complaint: [redacted]I am rejecting this response because:
While the business is claiming I was aware of the policies, I was not. They are hiding behind the fact that they bury it in fine print. They didn't have the common courtesy to notify me of an impending charge to allow me to make a choice are now getting an extra sale out of a unwilling customer. I have seen that my exact case has been resolved through the Revdex.com before with this company and see no reason why I cannot recieve a full refund. This is shameful.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/07) */
Hi [redacted],
We spoke back and forth via email. I do apologize for any confusion this may have caused. All of our 3 and 6 month subscriptions are clearly listed as "Pre-Pay" which means you pay in advance. When purchasing to these subscription...

types you're committing to a longer period of time and getting our boxes at a discounted rate which we show the price breakdown on our website.
I believe we worked with you and came to a resolution.
Again, we do apologize for any confusion this may have caused.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept a complete refund of my purchase and will only re-open this case should they fail to follow through with their agreement.

Complaint: [redacted]I am rejecting this response because:
I called in in early March to ensure that there would be no additional charges or shipments past the initial 3 months. I was assured at the time that there would be no further charges, so no auto renewal should have occurred in the first place. In addition, I checked my online account at that time and there was no indication of a pending charge coming up for an additional 3 month period beginning in April. Also, there is no link or readily available "opt out" or cancel subscription option once their auto renewal kicks in. You have to dig into their fine print to find the language which states that they will only accept cancellation requests by email -- not the norm for most reputable subscription services. 
I've also attached a screen shot of Urthbox's cancellation policy from their website. I was a first time customer with a multi-month subscription that ended in March. This April "auto renewal" would have been my first, and according to their cancellation policy: 
If you have a multi-month subscription plan and are automatically renewed for the first time, you may cancel that renewed multi-month subscription plan earlier than the plan's full term by sending UrthBox an email at [redacted] within 12 calendar days of the shipment date of the first box under that subscription plan, for a refund of that auto-renewal charge minus the pro-rated charge for the box that was shipped. 
I called and emailed as soon as I was aware of this auto renewal and unauthorized charge to my credit card, giving more than the 12 calendar days apparently required to cancel this first auto renewal. Additionally, no boxes have shipped because this issue was not resolved, so the entire amount should be refunded with no pro-rated charge for a box that hasn't shipped. I'm not sure why none of the representatives involved were forthcoming enough to offer the early cancellation option as outlined in their cancellation policy given that it was specifically relevant to my situation.
In the meantime, I called my credit card company to dispute the charge and they have found in my favor.
Sincerely,[redacted]

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 6/2/17 stating the refund would take 5 business days, not 14-16 business days for UrthBox's review. I would also like to note today is 6/28/17, 19 business days after my refund was supposedly started. I suggest they review their policies and time frames with their customer service staff to avoid confusion with future customers and transactions. I hope this message is relayed to them. I 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, 09:16 PDT
Hello [redacted],
Thank you so much for your patience on this. We have started a refund for you and should be processed in the next 5 business days.
Once again we are sorry for the inconvenience.
Thank you,[redacted] @ UrthBox

As mentioned, [redacted] can close the Revdex.com case since her dispute has already come through and at this point the package has already arrived and we cannot refund for products that have been purchased.

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 (12 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.

This customer has been cancelled moving forward. The past communication was a request to replace the renewal fee with a new Groupon voucher she had in her possession. No mention on discontinuing the service was made at that time. She was informed that replacing a renewal fee with a voucher is...

against policy after the payment has already processed on the renewal date. The customer failed to respond to any assistance provided.

We stand by our previous statement and must uphold our policies.

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 options. There, it explicitly states the monthly prices for each box size. Once a size is selected, the customer is taken to our three subscription length...

options. On 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 page. These are all easily accessible to our customers.
 
[redacted] signed up for the First Box Free promotion. All 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 selected. This 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 period. We responded to her within 24 hours as stated in our followup email she received. We contact all customers within 24-48 hours. She 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 ship. If [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 wrote in to inquire about the Canadian shipping charge that is clearly listed on our website. We have a strict 24 hour cancellation policy as product purchasing begins strictly after 24 hours. She did not express interest in cancelling the entire order until a few days later and into...

the following month. This customer then continued to ask for a refund on product that she had already received. At this point we had already shipped and delivered her products. We made it very clear that would not get auto-renewed since she was not in agreement with our shipping fees. We did accommodate this customer but we cannot provide a refund for an order that the customer asked to cancel after our 24 hour cancellation period, after shipment, and especially after delivery.

[redacted] has been assisted internally and has been sent emails from senior managers with the one time exception we will be proceeding with.