UrthBox

Initial Business Response /* (1000, 5, 2015/11/18) */
As we've previously stated over the phone with this customer, all of our boxes are subscriptions that do auto renew. All the verbiage on our website clearly states this. You can find this information under our FAQ and our Terms and Conditions...

which the customer agrees to prior to checking out. Customers can easily find our cancellation policy on the bottom of their order confirmation as well which state:
WHAT IS THE CANCELLATION POLICY AND HOW DO I CANCEL?
Unless specified otherwise, 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]@urthbox.com. 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, we are unable to accept any returned boxes and there are no refunds for requests that come in after that date or mid-subscription.
There you will find it does say you can "cancel at any time" you must cancel before your next renewal billing charge. This customer had 3 months to cancel her subscription and waited until after her renewal date to contact us. Because her request came in after her renewal date, we have assured her that we made sure her subscription does not renew again after her third box ships out this cycle.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Urthbox refuses to take ownership of this situation. To say that their automatic enrollment in membership is listed in the terms and conditions and FAQs is ludicrous. It's unrealistic to expect every person to read through every FAQ and all fine print before every purchase. I do not want this product and I do not want to be forced into purchasing it, even though their terms and conditions say that they can charge me whatever they want and force me to buy. This is extremely unethical and shouldn't be allowed.
Final Business Response /* (4000, 9, 2015/11/24) */
We stand by our previous statement.
Final Consumer Response /* (4200, 11, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my original complaint. I'd like Urthbox to accept my request to no longer be their customer. I do not want Urthbox to send me any products. I do not want to do business with them and it's wrong for them to force me to be a customer against my will. I want to be removed from their system so that they stop charging me without my authorization. I would like the shipments and charges to stop.

Initial Business Response /* (1000, 15, 2015/07/15) */
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.
To start the order process, the customer has to click on a green button that says, "Get Started". 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.
This customer's subscription renewed on 3/1 and she is just now disputing the charge, 3 months later. She has received all three boxes and shipping notices.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will have to be acceptable.  I realize the company absolutely refuses to issue a refund for me, but the negative reviews they have gained with their policies will prevent future customers from losing their money to Urthbox.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/10/26) */
We spoke with the consumer in regards to her case and were able to work with her and offered her a refund for her remaining boxes she did not receive yet. We came to an agreement and were able to end on good terms.

Those were the initial screenshots of the link [redacted] used. Not only were the notices there but also on the Terms and Conditions and Frequently Asked Questions.

This customer has already been assisted and she has agreed to a partial refund due to all policies being very clear prior and after purchase.

Complaint: [redacted]I am rejecting this response because:
 
Of course I refused to update my address with them after finding out I was still being charged for this service which was supposed to end in March. And of course I did not uldate my address with Urthbox after I moved because I thought my gift subscription was over. I distinctly remember having a conversation with the customer service rep over the phone about not consenting to the renewal. I ONLY consented to the $2.68 charge for shipping.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I never got...

my full refund. I attached my credit card statements. Nowhere has indicated that I received my refund from UrthBox. There has been no refund ever since February. It is now April, almost May. If I was in "queue", I should have received the refund in the past 2 months. But, 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 reject. I want my refund for the $258.36. I also want a credit note/invoice attached to a response. I never received a refund receipt or anything. Only Emails that have been lacking in action.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I did not/do not want a renewal and I did not authorize any other charges on my credit card other than the initial purchase of 3 months subscription. I also told them well ahead of time to NOT send me any more product and they are in effect trying to force an extra 3 months of product down my throat! This is a sneaky and dishonorable way to get extra monthly payments from customers before canceling their service. No notice was given to me by Urthbox after I recieved my initial product about any further charges, and I never specifically stated otherwise that I wanted to continue with the service. Immediately after they charged my credit card the second time I told them to reverse the charges, refund my money and do not send me any more product. Consent makes the law and I explicitly told them I do not consent to any charges to my credit card after the initial 3 months. Therefore, it was unauthorized and I want my money back in full immediately. They can have all the fine print they want and try to force these adhesion contracts on customers, however, I bought and paid for a 3 month subscription and it was my understanding that I was only going to be charged for 3 months, NOT 6 months. That is why I contacted them and instructed them to cancel my subscription. If I wanted a 6 month subscription, I would have ordered that in the first place. Refund the money that was unlawfully charged to my credit card and stop sending me product!Sincerely,[redacted]

This customer has been assisted internally and has been offered a refund.

Complaint: [redacted]I am rejecting this response because once again, they sent me no confirmation email giving details of my subscription (since they like comparing themselves to other monthly subscription services, companies like [redacted] and [redacted] do just that) such as how long I had to unsubscribe, contact information, or even how soon I could expect my first box. I was misled and I want a refund.Sincerely,[redacted]

As stated at the bottom of her receipt : 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.

Complaint: [redacted]I am rejecting this response because: I signed up for a free month trial box. I ordered the box on April 27th. Tracking information was not sent to me when the box shipped. When I was finally able to contact someone from the company the said the box tracking information is not sent to customers. The tracking information shows the box was delivered to a mail box for my community on May 25th. I went out of town for the Memorial Day weekend and not aware this box was being delivered or that it was delivered. I returned back to town on May 29th in the evening. I checked my mail Tuesday May 30th when I returned from work and received the box. I do not consider a free month trial being 2 days. Its impossible to try a box for two days. I subscribe to other box services and this is the first to operate this way. I believe it is bad business and a sneaky way of stealing money from people. I did not authorize the $119 to be charged two days after I received the trial month box. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because the company is not acting in good faith and providing an excuse completely isolated from the truth. I have attached all email communications between the company and myself, in which I clearly requested a subscription cancellation. They are stating that they sent me email communications I never replied to, because I did not wish to add this new voucher to my account. Therefore, my request could not have EVER been to add this voucher to my account. My request was ALWAYS to cancel my subscription to ensure my credit card would not continue to be charged. How are they unable to understand and honor this simple request?
Sincerely,[redacted]

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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 (12 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)
 
** ANY GROUPON, LIVING SOCIAL, RUE LALA , TERMS THAT APPLY ARE ALSO ATTACHED.

This customer has been advised with the best route to resolve the issue with the exchange rate applied by her bank. UrthBox refunded the customer the exact amount that was charged.

Complaint: [redacted]I am rejecting this response because: it is contrary to California law and is shockingly bad business policy.  Cal. B&P Code section 17600 requires automatic renewal subscriptions to be plainly laid out for the customer at the point of sale, not in fine print.  The purpose of the law is exactly so that companies cannot trick customers into signing up for services they don't want through "fine print."  The company's response, therefore, is flat wrong under the law, not to mention the fact that trying to fool a customer with fine print is a deplorable business tactic, as a general matter.  Nowhere in the process, or in the text the company cited in its response, did Urthbox inform me that I was signing up for a "six month plan."  To the contrary, I received a gift voucher for six months' worth of a monthly service, not a "plan."  Because I was never informed at any point that I would be automatically signed up for a six month plan, I deserve a refund of at least 5 months' worth of service--particularly since I immediately (within 9 hours of the charge to my credit card) informed the company of my desire to cancel the service.  There is no justification for holding me hostage to services I neither want nor agreed to willingly. I also note that the company had no response related to [redacted]'s terrible customer service or the fact that she and the company have still failed to send me the escalation information they promised.  This company is engaged in some extremely concerning business practices and, at the least, deserves to be downgraded by the Revdex.com if not investigated by the CFPB or the FTC. Sincerely[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I haven't been emailed anything from the senior managers. I spoke with a woman from the escalation team who told me I would have to mark my problem as solved on the Revdex.com website before they would give me 1/2 the money back and get the trial box re- hipped to me. Why would I agree to mark my issue as solved before they solve it. I asked for my mini trial box that I paid for shipping and I haven't received it. I was told I would get a tracking email when it was shipped but I never did until after they claimed it was shipped and delivered already. I was told I would get a call back and or email from a senior manager and I have not. I am not willing to close my complaint before my investigation that I filed with the usps service has been concluded showing what happen to my trial box since the tracking number shows it was delivered.

Initial Business Response /* (1000, 5, 2015/07/28) */
Hi [redacted],
I do see one of our reps resolved your issue. It seems there was just a mixup in addresses and we were able to resolve it immediately via email.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
As long as I receive the replacement boxes and the future boxes free of additional charge, I am satisfied.

Please see attachments where it clearly stated that our customers will be put into a 6 month subscription unless cancelled before renewal date.