Complaints

This profile includes complaints for BarkBox's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BarkBox

  221 Canal St Fl 6 New York, NY 10013-4149

  
• 

  BarkBox

  445 N High Street, Suite 200 Columbus, OH 43215-2071

• 

  BarkBox

  1200 WORLDWIDE BLVD Hebron, KY 41048

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.

• Initial Complaint

  Date:07/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have a subscription for the BarkBox kibble of the sea which I receive faithfully every 2 weeks. Today, I opened my most recent delivery since my dogs container was out of food and I needed to refill. Upon opening the box I noticed the food bag design was different and it was also a different color. I read the bag and it was cock-a-doodle chew which I immediately figured it had chicken as an ingredient. My dog is allergic to chicken. I contacted customer service (a chat form I could not find a phone number) which they said they would send me a replacement. I requested for overnight shipping because like I stated previously, my dog is out of food and I will have to get something for him to eat while I wait for the food to arrive. I was told repeatedly 5-10 business days. I would like for my order to be overnight shipping or to atleast be compensated for my next order since I will have to get him a different food in the meantime.

  

  Business Response

  Date: 08/01/2025

  Thank you for sharing your feedback. We sincerely apologize for the error in your order and for sending a kibble containing chicken, which your pup is allergic to. Your dog's health and safety are always our top priority, and we take full responsibility for the mix-up. This has been passed along to our Fulfillment team to ensure that this won't happen again. Were pleased to confirm that a replacement order with the correct kibble is already on its way. Additionally, our Leadership Team will be reaching out via email to provide further assistance and explore other ways to improve your experience. Thank you again for being part of our packwe truly appreciate your patience and trust.

  Customer Answer

  Date: 08/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have had a monthly subscription with Barkbox for over 7 years. This month they changed their packaging from a box to a bag. The items included were from old inventory, not new or based on a theme. What received was a bunch of random, unrelated, old items. In addition, many of the items were damaged due to the flimsy packaging. The included letter from the CEO indicates that this is a permanent change. The website will not allow us to cancel our subscription immediately but must wait until the end of our subscription. Since they are no longer living up to their end of the deal, we do not feel that we should be forced to continue to pay for damaged, poor quality goods.

  

  Business Response

  Date: 07/23/2025

  Thank you for sharing your feedback and for being a loyal subscriber for over seven years. We sincerely apologize for the disappointment with your recent shipment and the change in packaging. You may have noticed your latest delivery arrived in a bag instead of our usual box. Shipping and manufacturing costs have increased significantlyparticularly due to tariffs. Rather than raising prices or reducing the value of your dogs monthly goodies, we made a small but impactful change: switching from boxes to bags. Everything inside remains the same high-quality products your pup loves, crafted with care, just like always. That said, receiving damaged items or products that feel off-theme or outdated is not our standard, and we sincerely apologize that this occurred. Were happy to send free replacements for any damaged items. Additionally, our Leadership team will follow up via email to explore how else we can improve your experience. Thank you again for your feedback and for being part of the pack.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have recently cancelled this service but was not told that I would have to continue it for a year. I'm frustrated that there is no way to opt out of their service, even with a notice. Financially it is creating a hardship for my family.On 7/2/2025, they deducted the $50 from my account and have been sending me emails that my product is on the way. When I tracked the product I found that it has not shipped. So not only are they taking my money without authorization, they aren't providing the product that they state I am unable to unsubscribe from. I have since learned from social media that this is a reoccurring issues for consumers and I am frustrated that they are allowed to continue to dupe their customers.

  

  Business Response

  Date: 07/09/2025

  Thank you for your feedback. Were truly sorry for the frustration this has caused. We can confirm that your subscription was set up as a 12-month plan, and while disabling auto-renewal stops future renewals, it doesnt cancel the remaining boxes from the original commitment. We understand how this can be surprising and apologize for any confusion around our terms.
  Your July box shipped on July 8th and is on its way. Tracking typically updates within 2448 hours after *** receives the package. This will be the final box in your plan, and your account has been closed with no further charges. A member of our Leadership Team will be following up via email shortly to assist you further. We appreciate your patience and for being part of the pack.

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was planning to send my father a 1-month gift from BarkBox for Fathers Day. The original order was not processed within a couple of days. I thought it didnt go through so I placed another order and I received order confirmations for both orders on the same day the 2nd order was placed. Both orders were on auto renew even through a 1-month order was selected. Fortunately, I was able to deactivate 1 of the subscriptions but the other couldnt be stopped in time since the customer service agent wasnt able to locate the 2nd subscription. What was supposed to be a gift of $48.15 has ended up costing me $144.45. Deactivating the accounts was difficult working through it via email. This appears to be BarkBoxs approach to charging customers more money.

  

  Business Response

  Date: 07/08/2025

  Thank you for taking the time to share your feedback, and for choosing **** to send a gift for Fathers Day. We truly appreciate it. We're sorry for the confusion with the duplicate orders and the difficulty you experienced when trying to cancel. For transparency, all of our 1-, 6-, and 12-month subscriptions are set to auto-renew after the initial sign-up. This is noted during checkout, but we understand it can sometimes be missed. To confirm, both of your accounts are now fully closed, and you will no longer be billed moving forward. The July box has already shipped, and at this time, were unable to stop that shipment. We sincerely apologize for the inconvenience. A member of our Leadership Team will be reaching out via email shortly to assist you further. Thanks again for being part of the pack.
  

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  On July 8, I received an email from the Leadership team at BarkBox and theyve provided a 50% refund ($24.08) on the last order that auto renewed in July. As shared in the first complaint, 2 orders were placed due to BarkBox not providing a confirmation of the first order in a timely manner to ensure my father received a gift for Fathers Day.  BarkBoxs customer service agent was unable to locate the 2nd subscription which was shipped to the same address as the other order and it auto renewed again in July.  Ive incurred a cost of $96.30 due to the auto renewals which isnt close to the 50% refund ($24.08) the Leadership team provided.  An additional $72.22 is requested from BarkBox as its not the customers fault for not being able to locate the subscriptions using the same credit card and being shipped to the same address.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ***********
  
  
  
  
   
  

  

  Business Response

  Date: 07/15/2025

  Thank you for the follow-up, and we're sorry the initial resolution didnt meet your expectations. Weve reviewed your case further and issued the remaining refund to bring the total to a full reimbursement for the July renewal. You should see the additional amount reflected in 57 business days. Our Leadership Team will be following up via email shortly with more details and support. We appreciate your continued patience and feedback.

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  First of all I signed up for bark box because of a promotion to include free crocs, I did NOT realize I was opting in for a 6 month commitment I could not cancel or pause. They sent VEGETARIAN treats for a CARNIVOROUS animal. Disgusting. Additionally, the crocs they sent were the wrong size. Not only do they use ** chatbots (a horrible environmental drain and waste of my time as a consumer) but the human being who connected to help me exchange the doggie shoes for the correct size for my pup (the whole reason I got trapped into paying these people in the first place) did not stay on the chat past his greeting to actually assist me. Then the ** kept me stuck in a loop of requesting human assistance over and over and over. Unethical, inconsiderate company with seemingly no ethos. Manipulative and again Who the f gives a carnivore a treat without meat in it? I only feed my dog meat ingredients first. Not even meal or byproducts. Congratulations to Bark Box for earning my first ever BBB complaint filing.

  

  Business Response

  Date: 07/16/2025

  Thank you for sharing your feedback. Were truly sorry for the frustration you experienced. We understand your concerns regarding the promotional offer, subscription terms, and difficulty reaching support, and sincerely apologize that this led to such a disappointing experience. Weve shared your feedback with our team regarding the difficulty in reaching out for support via chat as we continue to improve our tools to support our customers. We definitely want to make sure that you have a smooth experience when you need us. As confirmed via email, we can see that your subscription has been fully closed as of July 3, and a full refund was issued to make up for the inconvenience. You will no longer be billed or receive boxes. We also appreciate your kind gesture in donating the extra items to your local shelter. Thank you again for giving us the opportunity to make this right and for sharing your feedback. 

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  June 1, 2024, I was automatically charged for this account after I had closed it. I called and argued, they weren't willing to give me a refund but changed the subscription and promised me the automatic billing had been cancelled. June 1, 2025 they bill me again! I again reach out and am told that they can't refund that money. I want the **** refund, I am sick of claims that my account is closed and continued charges.

  

  Business Response

  Date: 06/20/2025

  Thank you for sharing your feedback, and were very sorry for the frustration this situation has caused. Upon reviewing your account, it shows that there was a miscommunication during your interaction in April 2025. The last box of your previous 6-month plan should have been June, as your subscription was set to ship every other month. We apologize for the confusion and inconvenience this caused. To make things right, weve processed a full refund for your June 2025 payment. You should see the funds returned to your account within 57 business days, depending on your banks processing times. Please note that the June box has already shipped, so youre still set to receive it. Rest assured, your account has been fully closed and will not incur any further charges. Our Leadership team will be reaching out to you shortly via email to assist further. We appreciate your patience and thank you for being part of the pack.

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 signed up for a product for my puppy. The super chewer product is not a good fit for my pup per our vet due to health issues. When I reached out to Barkbox with my concern and that the subscription would not meet our needs I was told pretty much " to bad" , offered to change to a bi monthly program. And than after the "offer" I heard nothing else. Apparently the health and welfare of the animal is not in the best interest of the company who sells items for animals. But rather out to make money and that's all. All I asked is that I cancel after paying for 2 boxes as my pup can't have these products per our Vet. Please please let me out of this subscription. What an awful reputation you're building.

  

  Business Response

  Date: 07/01/2025

  Thank you for reaching out and for sharing your concerns. Were truly sorry to hear that the Super Chewer products were not a fit for your pup due to health reasons. We understand how important your dogs well-being is, and we apologize for any frustration caused by your recent experience. We've gone ahead and closed your account effective immediately, and no further charges will be collected this month. A follow-up email confirming your cancellation will be sent shortly by our Leadership team for your reference. We appreciate your feedback and thank you for being part of the pack.

• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received an email for a promotion for a free water toy upon spending $35. I added the sprinkler hydrant, however, when I went to check out half of my items were not in my cart (thus not totaling $35). I wasn't sure if this would cause and issue so I went to add back the missing items. Upon adding one and reviewing my cart, all of the items were back again. I checked out. I messaged the folks on chat and let them know of the glitches and that I wasn't sure if the hydrant made it as it did not prompt me to select it the second time I went to check out. I explained this, however, the first ****** took so long to respond that I had to tend to an issue at work. I spoke with a second ****** who said that they were still waiting for the item and to please wait. They took so long and never responded back that apparently the chat disconnected due to THEIR inactivity. I was then put on with a third ******. I let them know I couldn't stay on much longer as I'm at a hospital and need to tend to patients. They asked if they could get back to me by email. This whole system is a mess. It's grossly inappropriate to keep a ****** on chat for an hour and ten minutes when the issues are glitches in YOUR system. Your company needs to stop wasting people's time and making a joke out of correcting problems on the backend. Add the free items and move on with life, that's the promotion after all. I want to be compensated for my time and frustration or I will be cancelling my subscription.

  

  Business Response

  Date: 06/17/2025

  Thank you for taking the time to share your experience, and were truly sorry for the frustration you encountered while trying to redeem our free water toy promotion. We understand how disappointing it must have been to deal with technical issues during checkout and delays in receiving support, especially with your time being so valuable. We appreciate you bringing this to our attention and we sincerely apologize that our system and response times did not meet expectations. Your feedback has been shared with our Fulfillment and Customer Experience teams so we can work to prevent similar experiences in the future. Were glad to confirm that a member of our Leadership team was able to assist and that weve honored the Free Hydrant Promotion you qualified for. Once your order ships, youll receive an email with tracking details, and your package should arrive within 510 business days. We sincerely appreciate your patience and for giving us the opportunity to make things right. Thank you for being part of the pack!

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Barkbox has been sending a monthly subscription to one ******* ******** of *************************************** for several years, at least since 2023 to my knowledge. Since September 2023, I have been the resident of **** ******. Furthermore, *** ******** has been dead for several years (2020) and none of her family live in the area, nor do I have a way to contact them. Despite this, the monthly Barbox box still gets shipped to our address. I have contacted Barkbox in multiple occasions, explaining the situation, and they have refused to do anything about it, arguing that the credit card for the subscription still works on their side, and that I should just use the box myself. They are happy to charge a dead person. That is unethical.

  

  Business Response

  Date: 06/14/2025

  Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience this situation has caused. This is certainly not the experience we aim to provide. Id also like to confirm that the account has now been closed, and you will no longer receive packages at your current address. Thank you for your patience as we worked to resolve this.

  Customer Answer

  Date: 06/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved, IF AND ONLY IF Bar box does stop. It will take 1-2 months to confirm this, but I trust it I'll be ok!
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  May 17, 2025 and June 5, 2025. Goods that were ordered and promised not delivered as promised. Asked for refund on the balance of subscription and on the second order. Bark refuses to address the request and simply offers ridiculous options such as "pausing" my subscription. At this point, I want a 100% refund instead of just the balance.

  

  Business Response

  Date: 06/13/2025

  Thank you for sharing your experience. We apologize for the delays and any frustration caused during the resolution process. We understand your request for a full refund and are committed to reviewing your concerns. Our Leadership Team will be reaching out via email to assist you directly and work toward a satisfactory resolution. We value your feedback and appreciate the opportunity to address this matter. Thank you for being part of the pack.

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best that I can hope for. Note: This does not involve me accepting further products from this business or extending my unwanted subscription.
  
  Sincerely,
  
  **** ******