Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Subscription Boxes

Gear Pack

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Subscription Boxes.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:17/07/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tried subscribing to their monthly subscription box but they took my money and never sent anything, and cut contact when I demanded they make things right

  • Initial Complaint

    Date:20/11/2024

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed order for Ultimate Box October 20, 2024 totalling $180.79 CAD. Received confirmation informing me that if this is your first order, it will be shipped within ***************************************************************************************************** that this is a recurring order, which I knew. Then heard nothing further. Sent first inquiry on November 15, twenty business days later, received no reply. On November 17th, received notification that they attempted fo bill credit card for next shipment, I had blocked further payments from being processed by Gear Pack until I had received an update, have since sent 4 seperate messages, to both Gear Pack customer service via email, as well as through the message option on website. Have not received a single response but have received several messages regarding updating payment information for second shipment. No contact information is listed online besides the customer service email or their website message option. Will be disputing credit card transaction.

    Business Response

    Date: 24/11/2024

    We apologize to hear about the delay you experienced in receiving your box. Boxes do typically ship out within 10 business days, or two weeks. However, many factors can cause delays, including Canada post delays, product back orders and orders being held at customs, etc. It looks like your box has been shipped out to you. Again, I do apologize for the delay. Please contact Gear Pack customer service if you have any further questions or concerns.

    Customer Answer

    Date: 25/11/2024

     
    Complaint: 22584166

    I am rejecting this response because as soon this has not been shown as shipped, but merely a shipping label has been replaced. 

    I appreciate that someone from Gear Pack as finally replied. As a business owner, I know and understand the points youve made, but these are somewhat moot.

    You made a mess of my order, didnt respond to a single message or email. Not one. 

    I also have not heard a. About the supposed Welcome Box you sent and B. Why was the 50% discount that was offered applied to my order. 

    Looking forward to actually receiving this. Im just hoping the other major source of negative reviews was the low quality, inexpensive , cheap  Temu-eque products.

     

    When and if this actually arrived? I will update BBB with status etc. 


    Sincerely,

    ***** ****

  • Initial Complaint

    Date:02/05/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The 22 of April a label was create with ***, 4 days later a contact them because the month before label was create but didn’t move for 10 days I had to write to them and they told me that the package was lost and send me a new one, 27 of April contact via ********* they told me that the next days I should see a updated on my shipping, wait 3 other days, contact again customer service and a person name Scott told me that this morning I should see a update, up to today the 1 of May no update, ask for a refund but no reply to my many message via ********* and email, they even block me front there ******** page

  • Initial Complaint

    Date:25/03/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    02/22/2024 I placed an order with gear pack for the basic plus box. Just before I had my girlfriend also ordered a box for me as a surprise. When I told her I ordered one she said she had as well so I reached out to GearPack and explained the situation to see if I could get a refund, they said they don’t do refunds but that the welcome boxes are completely randomized however if I got duplicates to reach out to the company and they would exchange the duplicate items. After I received the package more than half the items in the boxes were duplicates so I emailed GearPack and heard from them on March 16th, emailed them back with an explanation of what happened as well as a picture of the duplicate items. They said they instead needed a picture of both boxes contents at once to confirm the duplicate items. I sent that on the 17th, hadn’t heard from them so I emailed them again on the 20th and still have not heard back from GearPack.

  • Initial Complaint

    Date:06/03/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Gear Pack offers a subscription based service. I subscribed and the monies are taken from my account every 15th of the month. Shortly after, within 5 days, the parcel is shipped. My last parcel did not ship and they have taken this month's payment out also. Customer service refuses to respond. I commented on their ******** profile to ask why and call them out. They blocked me almost immediately. Its sounds like a great idea but the company is *******.

  • Initial Complaint

    Date:21/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered my Box on Jan 27th. It is now Feb 21st still no delivery even after recieving a response via email on Feb 7th 2024 saying it would be delivered that week via **** was provided a tracking number. *** shows that it was printed but nothing else. While their site says Fullfilled. They answered my email once and never got back to me again. Still waiting for a reply. I cancelled my next month seems like they took my money however not delivering.

  • Initial Complaint

    Date:21/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Feb 1 2024 I placed my first order with gear pack order #*****. The company advertised that the first shipment would be sent within 10 business days. It is now Feb 20 and I have not received the parcel. They completed a ****** **** label on Feb 8 however it was never sent to ****** ****. I have sent 4 emails to their customer support with no response I would like either my money back or confirmation that the parcel is actually coming I had a second pack charged to my credit card on Feb **************************************************************************************************

  • Initial Complaint

    Date:04/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 24, 2023 I placed an order for a subscription box with Gear Pack. As of November 29, 2023, the box has been in pre- shipment. After I realized that the box was not moving and there was an issue I reached out to the company. It took multiple days for a response, and when ***** did respond, he simply brushed off my issue without even looking into my order. ******* responded saying she would file a claim and send a new box. After a few days, I sent follow up emails with no responses at all. I requested a new box be sent, tracking to be sent to my email, and for the subscription to then be cancelled. My last response from the company was from ***** on December 15- 6 days ago. This company is a **** and does not have any concern for customer service. To this day, the box still shows pre-shipment since November 29, 2023.

  • Initial Complaint

    Date:14/11/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is the first time I have ever attempted to use Gear Packs services. I ordered a $500 Halloween mystery box, on Oct 5/23. I heard nothing from Gear Pack until I sent them an email on Oct 25/23 reminding them of my purchase. I got an automated email the next day, telling me it was on the way. With the tracking number Gear Pack provide me I was tracking it from the *** website. *** has never received the package. Only a label was created. I have been sending very stern and direct emails. Explain my frustrations. I never used cures words. They have never responded to my emails. Yes I have been checking my junk mail. I also use the **** app. It also showed that my purchase was still waiting to be shipped. As of yesterday my order has been removed from the **** app and my Gear Pack profile say my order has been "fulfilled". I have not received anything and the *** tracking still says they are waiting on the package. Gear Pack oder # ***** *** tracking # ******************

    Business Response

    Date: 16/11/2023

    Hello,

    I apologize for any confusion regarding the shipping times. As stated on the website, all boxes, including mystery boxes all shipped between the 15th to the 20th of every month. Since the box was purchased on the 23rd, it did miss the shipping window for October. I can confirm that your box is on route to you now and will arrive on time as scheduled. Please reach out to customer support with any further questions you might have.

Gear Pack is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.