UrthBox

[redacted] has been assisted and been provided with a refund already. Please see attached screenshot.

Initial Business Response /* (1000, 5, 2015/12/21) */
Hi [redacted],
As we've previously mentioned to you, you did not contact us in regards to canceling your account prior to your renewal date. Because of this, we need to uphold our company policy. We have made sure your subscription ends once your...

last box ships out. We do apologize for any frustration this may have caused, but we do have these policies in place in multiple areas for this specific reason.
We stand by our previous explanation over the phone with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the laws in your state, Urthbox must notify me that my renewal is pending and provide me with the opportunity to cancel. I was unaware that the last box I received from them was the last, as I was never informed by them in any correspondence that my subscription was up for renewal. If I had to have known that my subscription was up for renewal, I would have have cancelled immediately. Urthbox did not send me one correspondence stating that this. I have had automatic renewals in the past from other products and magazines whose companies sent me reminders about upcoming renewals. The fact that Urthbox does not do this for their customers is in very poor taste and shows that the bottom line is their only concern. Simply having this stated in their Terms and Conditions is not in the best interest of the consumer. I am not happy with this response.
Complaint Response Date bumped because: Holiday

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. Sincerely, [redacted]

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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 (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.
 
SHIPPED & RECEIVED (TRACKING ):
 
[redacted]
 
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: [redacted]I am rejecting this response because I stand by what I complained about in the first place. Yes, you have made your terms very clear, but they are ridiculous because you give the customer such a short window to cancel. I waited almost two months for my trial order to arrive and by the time it got here and I had long forgotten that I even ordered it, you renewed my subscription before I could even try any of the products! I've read some reviews of your company that said they even sent the email to cancel before the first of the month and you still charged them for it, so even if I had done it in time I'm not so sure you would have listened. I file this complaint because I hope you will change your policy to make it a little more customer friendly. You have made a lot of enemies by sticking to these terms and I hope that someone will eventually get through to you.
Sincerely,[redacted]

[redacted] had contacted us because she had accidentally placed two orders. She did send us an email on Thursday 9/8-- as stated on our automated email we have a 24-48 hour window and we are not open on the weekends which is why she did not receive a response until 9/12. We kindly called her back first...

thing on Monday 9/12 stating that we have no problem removing and refunding one of the charges. At that point [redacted] came back through email stating that she had already gone to her financial institute to dispute all charges. We were attentive of her situation unlike what she had mentioned.We provided her with refund on 9/15 and we still got a dispute on [redacted] behalf. Therefor she was trying to get a double refund. I've attached screenshots of the refund receipt as well as the emails stating we've processed her refund on 9/13.
This situation has already been taken care of on our end back in September.

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:I have repeatedly told you that my bank, which you are so confident will happily reverse the rate, is unwilling to do so as this was not their mistake. The mistake was caused by Urthbox. Sincerely,[redacted]

This customer purchased a Groupon voucher, where the customer was notified of the renewal/cancellation policy prior to even visiting the UrthBox website. This customer was additionally notified on the final purchase confirmation receipt. We will be upholding our policies as the customer was in every...

respect notified clear and conspicuously.

Initial Business Response /* (1000, 5, 2015/06/16) */
Hi [redacted],
We spoke back and forth via email in regards to your issue.
I did inform you about your shipping time. Anytime a new order is placed, your first box ships out the following month. So since you placed your order in May, your...

first box will be arriving this month, in June. You also were able to use your code at the time of purchase.
At the end of our conversation, we came to a agreement and you understood our policies and we made sure your subscription did not renew per your request.
Additionally, our phone operating times are from 9 AM - 5 PM Pacific Standard Time.

Complaint: [redacted]I am rejecting this response because: Yes, your process does include the recipient needing to enter their credit card information, which I only discovered *after* I had purchased the gift and which I found to be a frustrating experience. Who purchases a gift for a relative with the expectation that they'll have to enter their credit card information? I entered the information myself because as the giver of the gift I didn't intend on making the recipient provide payment information or jump through hoops to receive the gift I had purchased on their behalf. 
Again, the business's advertising of a "gift" option is false advertising and does not properly indicate the circumstances of purchasing a "gift". Had I been aware of this process up front, I, again, would have used one of the many competing services that don't employ predatory subscription packages like UrthBox does. 
I reject the business's response because they are fully aware the consumer is not made aware up front that the recipient of a gift has to enter their payment information and order the actual product themselves. And, again, the indication that a "subscription automatically renews" is misleading and does not adequately convey the fact that a "3 month gift option" qualifies as a "subscription". 
I maintain my original request to have my $104 returned to me and that UrthhBox makes changes to their representation of the "gift" option or to eliminate it, as it's not truly a "gift option" as the large majority of consumers understand a "gift option" to entail. 
Sincerely,[redacted]

This customer was extremely rude over the phone and personally insulted our customer service rep. Our rep was only attempting to let her know about her policies which are attached to the other Revdex.com complaint. As far as the date that was on this item, it says MFG date which is the manufacturing date,...

not the expiration date. This date is when it was manufactured, not when it expires. Products are considered stable at full potency for up to four years from the manufacture date.I do apologize for any confusion this date may have caused. Regarding the taste: That particular product has a bitter taste due to the garcinia being liquified which does not happen in our powder for example.  This causes a bit of a bitter taste and also note this product is for people looking for the effectiveness and nutritional factor not the taste. It may also have some cleansing effects which are fine

Revdex.com:I'm writing to confirm that my complaint, #[redacted], against Urthbox has been resolved. The company has agreed to refund my money within 24 hours.
Thank you for your help and for being a voice for consumers.
 
[redacted]

Complaint: [redacted]I am rejecting this response because:
I did not receive proper notice for any renewal and it was my understanding based on all of my previous communications with Urthbox that I bought and paid for 3 months worth of product/service, no more. I also am giving notice again that I do not consent to the second charge placed on my credit card and I want my money back.I do not want their product and I am not paying for something I do not want.What are the next possible steps to get this situation resolved? Inquiries with the California Department of Consumer Affairs or the Bureau of Consumer Protection? 
Sincerely,[redacted]

[redacted] has been very confused about our shipping time frame. As stated in our terms All new orders placed before the end of the month are shipped the following calendar month on the week of the 15th. We had provided [redacted] with tracking information for her box since we DO NOT have a delivery date...

being the 1st of the month. We also did receive her cancellation request and we honored it. She had signed up for a 3 month subscription which we honored to cancel after all 3 boxes had shipped. Therefore, we did everything she had asked for.
 
We have also attempted to contact [redacted] by phone to help provide more clarity on the issue but she does not return our phone calls. I've attached a copy of her email as well that shows that we did send her notification of how her boxes ship out.

Complaint: [redacted]I am rejecting this response because: when I signed up it stated that all plans were pre-paid monthly and I could cancel at any time.  
Nowhere on the actual sign up screens did it ever state that I had to buy 6 months all at once. Emails were sent after the fact with verbiage at the bottom that is completely different than the actual sign up process.  
The correct terms were not displaced during the actual purchase as the attached images clearly show. This is clearly false advertising.Sincerely,[redacted]

UrthBox has already solved this customers situation with customer service.

[redacted] refund has been processed and will be in her financial institute within 72 hours. She was made aware that refunds take anywhere between 14-16 business days.

(The consumer indicated he/she DID NOT accept the response from the business.)I have a screenshot of their website that says "cancel anytime" that I can provide if need be. Is this how you want to build your sales? By tricking your customers and offering no reasonable solution? Not a good business practice at all.

Complaint: [redacted]I am rejecting this response because:
That wasn't the live screen when I checked out. Those attachments were made afterwards. 
Sincerely,[redacted]