ComplaintsforUrthBox
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Their website does not clearly state that their one month box is a monthly subscription. I tried to get in touch to cancel the boxes and get my money back, no one answers the phone or returned my messages.Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a yearly subscription on July 25, 2022 (order #******). It was not fully processed until September 2022. Was told subscription would be extended one month due to company error. Was charged $491.88 on 9/6/23 for another yearly subscription. Sent an email to Urthbox on 10/23/23 cancelling subscription. Boxes were still sent and no refund provided. Contacted company on 11/15/23 when another box arrived. No response from company. On 12/26/23 I sent another email reminding of the cancellation and requesting a full refund. On 12/29/23 I received an email with the offer of a partial refund of $233.94 for "boxes that are not in queue to be shipped" and that I would be receiving the last box in ******** This company is extremely difficult to work with. Responses are delayed. **************** number does not work. Their website offers a "cancel button" if you sign into your account, but they don't offer anywhere to login if you are accessing the site from your phone. You pay ahead, then they ship the product, but not on a consistent timeline (sometimes mid-month, sometimes end-of-month). If you do not cancel by the last day of the renewal month, they will charge you for another full subscription and not offer any refunds. When I cancelled, they removed my account access on the website, even though I am still receiving boxes.Initial Complaint
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I used a gift card for a 3-month subscription in April. I was then charged on 7/4/23 for another 3-month subscription as they required my credit card to use the gift card. ***** in customer service refused to refund me. Even though, per Lizel in customer service, there were options to cancel, I was not aware. The checkout site interface is not user friendly. I couldn't even use my original gift card without contacting customer support. I did not consent to a continuing subscription when my understanding was that the gift card covered a 3-month subscription, not the first 3 months of a perpetual subscription that would then be charged to my credit card. I want a full refund of $77.97.Initial Complaint
01/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid $349.88 for a years subscription to urthbox on 12/23/2021. They never sent me any boxes nor did they send me any confirmation emails or receipts. Then a year later they tried to charge me $419.88 which I did NOT authorize. This company is just one huge fraud.Business response
01/12/2023
Hi,
We just checked the account and cancelled it fully and no new charge went through only a renewal attempt. We just emailed the customer back and fixed this for her. Please have her check this after.
I'm deeply sorry for the invonveince.
Customer response
01/12/2023
Complaint: 18668431
I am rejecting this response because:I still received no boxes for 2022, so I'd like a refund for the original amount I paid at the end of 2021. The only reason I didn't get charged for the renewal was because I cancelled my debit card once I saw the charge. I also have not received an email from them yet.
Sincerely,
*********************Initial Complaint
11/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The way this company steals money from people is plastered all over the internet. It's a snack box delivery company. I bought one 4 months ago and it never came. I reached out to their customer support and still, it never came and they just told me to continue waiting. Now 4 months have gone by and I see that there have been 4 charges for $50, $200 total, for a product I never received. This is their strategy it seems. All over Reddit and other sites, I see people have been having a hard time getting ahold of this company and getting their refunds....even if someone never received the product, they still won't give refunds! They aren't answering me. I WOULD send you my receipts, but they aren't sending them to my email. I only have one receipt, which a customer representative sent me after I complained. It's attached below.They also have 3 different addresses, can you please make sure to contact each one of their offices?Just to reiterate, they never sent me any emails with receipts besides for the time I complained about it 4 months ago, so I had no way to know I was being charged. The fact that I used a different email address to contact them with my complaint is not a factor here, I never received any emails from them to any of my email addresses. Not even in the spam or trash folders.Initial Complaint
10/04/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed the original order in June of 2022 for a three month subscription using a gift code for the value of $143.95. I was supposed to receive three boxes in a three month period. After receiving only one box in 4 months I noticed a charge on my credit card for an additional three month subscription that I did not sign up for. I never once received a single email regarding the original order, the shipping for the single box I did receive, or the auto renew. When I contacted customer service I was informed that the box did not ship because it "failed to queue out due to a system malfunction and it couldn't ship". So after receiving only one single box and not the three that were promised I was then charged an additional fee for additional services that I did not order while the original goods were still not received. After an additional exchange with customer service they offered a partial refund which makes absolutely no sense since they still have not delivered on the original product. *note* I did receive a second box yesterday after checking my mail but this was after my credit card was charged. I have uploaded screen shots of the original order placed showing the gift code and the $0 total charge, the shipping information for the 2nd box received, and all the email communication from UrthBox.Initial Complaint
07/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Fraudulent and unauthorized renewal of subscription of boxed snack delivery service.I made a one time purchase in Dec 2021 of a 3 month boxed snack delivery as a gift to a family member. Was charged 3x for this gift, and later refunded 2x. Now I have been charged again for a new subscription that I did not ask for or authorize, and I do not have any account open with this company.Business response
07/05/2022
Hi,
Thank you for contacting us. We're deeply sorry about any issues with your account. I checked with our CS team and see they reached out and emailed and issued your refund. Please email us back so we can fix this for you.
Initial Complaint
05/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a one year subscription from Urthbox in May of 2021. The first month they claimed to have gotten my address wrong so no box was delivered. Every box after this has been full of expired items, meat items (in a vegan box), sample only items, or does not contain the quantity its supposed to. They have said they will add another box at the end of my subscription, but now they I am emailing and calling there is no response. I have sent multiple emails and left messages and called, and no one is returning my inquiries.Business response
05/23/2022
Hi *******,
Thank you for contacting us. We're deeply sorry about any issues with your account. I see here we emailed you back today for your account information to login. We sent that info over. Our boxes are shipping out this week. Please follow up on the thread and any missing boxes or errors will be corrected if they aren't already.
Customer response
05/25/2022
Complaint: 17244141
I am rejecting this response because:Urthbox has refused to provide me with a refund. They have also refused to correct any issues with my subscription.
7 out of the 10 boxes received with my subscription have contained missing items, had expired items, meat items in a vegan box, or sold me items labeled sample only not for resale.
I am requesting a refund of 75% as only 3 of the boxes actually came as advertised. I am also not comfortable continuing my service with this company due to no response from the company from most of my messages and phone calls.
Sincerely,
***************************Business response
05/31/2022
Hi,
We didn't refuse to give ******* a refund. Her credit card on file is cancelled. We can only refund on that card. We asked her to dispute the charge if she wants the money back which is the only way unless she activates her old credit card. We are now shipping out boxes to her. She is constantly coming up with new complaints.
Customer response
06/07/2022
Complaint: 17244141
I am rejecting this response because:It is now June and my may box has finally arrived. But when I opened it 3 items had already expired, 3 were expiring in a few days, and 1 was labeled sample only not for individual sale. I have yet to receive a response from the company about last months box, and it was not until I filed a complaint with BBB that my other messages were returned. And yes I am constantly having complaints because almost every single month my box either doesnt arrive at all, it doesnt contain the number of items I paid for, or the food is expired and stale which is why I asked for a cancellation and refund.
Sincerely,
***************************Initial Complaint
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I am not even sure this is a real company. I ordered a subscription as a Christmas present for my 93-year-old mother-in-law back on December 2, 2021. It is now almost April 2022 and she has neither received anything nor have I ever even gotten any written notification (i.e. a sales receipt) from Urthbox of my purchase. They did however charge my credit card on 2 December. During March 22 I have made four attempts to call them. Usually, I get a message saying the wait time is longer than 10 minutes and they'll call me back --- they never do. One time their voice mail told me they were closed. What businesses closed on a Thursday morning?Of note, when you click on both the Contact and the Company Links at the bottom of their webpage, nothing happens. Seems a bit shady.I did not even know about the autorenewal problem until I looked at the BBB website.My next step is to ask **** to refund my payment.***, ******, **Business response
03/30/2022
Hi, Thank you for contacting us. We're deeply sorry about any issues with your account. Our CS team will reach out right now and fix this for you. Please email us back.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a 3 month subscription box for 3 of my employees (so 3 orders) each for $71.97 each on November 23rd of 2021 totaling $215.91. They were to arrive 1 each month for December, January and February. There was no fine print nor did I make any agreement for this subscription to auto renew. On February 1st 2022, which was an entire month before my subscription was set to end, my company card was charged again for these 3 subscriptions, another $215.91. I contacted the company and they indicated that I had to cancel prior to my subscription renewing, and that it stated this information on the bottom of my receipt. The receipt that I was given, which is also attached to my account ON THEIR WEBSITE, does not include any such verbiage. In addition, they did not even get the shipping address correct on the unauthorized auto renewal. Had I wanted a monthly subscription that went on and on I would not have purchased a 3 month subscription. That means 3 months. I want a full refund for the unauthorized auto renewal in the amount of $215,91.Business response
02/15/2022
Hi,
Thank you for reaching out. We will cancel and refund your account. It looks like there were some errors that occurred and we're deeply sorry about this. Please email us back and accept the refund.
*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. ↩
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
18 total complaints in the last 3 years.
3 complaints closed in the last 12 months.