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

  1200 WORLDWIDE BLVD Hebron, KY 41048

• 

  BarkBox

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

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:11/20/2023

  Type:Service or Repair 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 subscription to BarkBox per their online promotion of the Thanksgiving box with double the toys. Within a day of me, signing up, they offered the Christmas box with double the toys. Both of these promotions were for a first time subscriber, which I was. I received my first box, and they did not honor the promotion, it was not the same that they offered, I have tried three times within 24 hours to email and text them with no reply. They no longer have permission to charge my card although I signed up for a 12 month subscription, I want them to cancel my subscription immediately and they are not to charge my card for any additional payments. They do not honor what they claim online and you cannot get a hold of them. Theyre online advertising is false as far as what they offer and what they send you.

  

  Business Response

  Date: 11/21/2023

  Thank you for taking the time to share your experience with us. We extend our sincerest apologies that you were sent an incorrect theme. We have reported this to our fulfillment team and value your feedback. This is not the experience that we wanted for you but we would love to make it up to you. Please reach out to us at ******************************** if we can help further. Thank you again for your time and feedback.

• Initial Complaint

  Date:11/14/2023

  Type:Product 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 decided to order my dog a BarkBox. In each BarkBox there is 2 toys, 2 treats and a surprise treat. had asked a sales associate if we could swap out the treats for toys as she has IBS and is very sensitive to treats. The associate said that this was doable and that after her first box she would receive 4 toys only instead of the treats in her boxes. I happened to go into my subscription settings tonight and see that her subscription is for 3 toys only. I contacted a sales associate again and asked why there is only 3 toys when I was told there would be 4 toys. She said it was a mistake and that she only would be getting 3 toys. I paid $30 a month for 6 months for only 3 toys (that's $10 per toy which are very small to begin with due to her size) and I'm EXTREMELY mad right now about this because that is not what I was told from the start. Had I known this I would have never signed up. I asked many questions before signing up to confirm this would be great fit for my dog and everything sounded great. I guess not unfortunately. If I could get a refund for my remaining boxes to come, I would, but apparently this is also not doable as it is a contract-like deal when signing up for 6 or 12 month plans. FURIOUS is an understatement!!

  

  Business Response

  Date: 11/15/2023

  Thank you for taking the time to share your experience and feedback with us. We extend our sincerest apologies for the confusion and miscommunication. It looks like the information about the contents of a Double Deluxe box was confused with that of an All Toy box. We are sorry that the contents of the All Toy box wasn't clarified at the time of the change and we have aligned with the team on that. We have sent an extra toy to help make up for this and please keep an eye out for further communication from us to help resolve this further. Thank you for choosing BARK and for your time.

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair 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.

  My initial 6 momth subscription with BarkBox was created May 28, 2023. On that date, I stated that I only wanted to pay for 6 months. I used the chat to have a representative confirm that I would not incur any additional charges. ***** A of customer support confirmed "As I have checked, you don't have any additional charges from your account moving forward." On November 1, 2023 at 6:11pm, Barkbox attempted to charge my account in the amount of ******, which was declined due to the amount of funds I keep on my prepaid card when I'm not expecting charges. I emailed Barkbox on November 1, 2023 at 6:35 pm. reiterating that I do not authorize any additional payments. They emailed me regarding auto renewal of the subscription and offering to end the subscription after another 6 months. I declined and stated again that they are not authorized to charge my card. Upon my response, they continue to try to make a sale, which I continue to decline. Barkbox attempted to charge my card again on November 5 at 5:12pm, again in the amount of ******. This has been ongoing throughout the weekend and to date, Barkbox is still saying my subscription has not changed in spite of my screenshot to them of my initial conversation with *****, my statement that I feel harassed, and my assertion that they are unauthorized to make additional charges to my card.

  Customer Answer

  Date: 11/06/2023

  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. It is ridiculous that it took 5 days 13 emails across two email threads, plus 2 failed attempts at Barkbox making unauthorized charges to my card, in addition to having to file a complaint with the BBB for this to be resolved. However, I am glad that this is finally over.
  
  Sincerely,
  
  **************************************;
  
  
  
   
  
  

• Initial Complaint

  Date:10/23/2023

  Type:Billing 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.

  The prices they advertise are not at all the totals that they charge you. They tell you $25 a box but it actually ends up being about 40 they tell you you can do ****'s for a few dollars a month but that ended up totally 200$

  

  Business Response

  Date: 10/24/2023

  Thank you for taking the time to share your experience with us. We extend our sincerest apologies for the the confusion with the pricing. When signing up the plan was $25 per month, then an extra toy option was selected which is an addtional $9 per month. Upfront payment was also selected and that will add in a discount as well as sales taxes. It looks like you have been able to work through this with one our representatives but please let us know if there are any other questions. Rest assured, that your account and pricing looks to be accurate at this time and any plan changes that required a refund were processed. Thank you for choosing Bark.

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair 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 have been trying for over a month to cancel my subscription. I received a response to my initial email stating that would be no problem but I was charged and sent another box. I've since sent two more emails, attempted a live chat twice, and sent a text to the number provided by them and all of those have been unanswered. The toys are not worth the price and I do not want anymore boxes.

  

  Business Response

  Date: 10/10/2023

  Thank you for taking the time to share your experience with us. We extend our sincerest apologies for the confusion and frustration. It looks like we reached out about tailoring for the strongest toys but hadn't yet heard back. We are sorry to have missed you. Your plan has been closed out completely and there will be no further charges or boxes. Thank you for ttying out Bark.

• Initial Complaint

  Date:10/01/2023

  Type:Billing 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 have been a loyal customer of ********************** for over 10 years. My giant breed dog died in May so I cancelled my account online upon her passing. I was still charged, so I have contacted Barkbox three times to cancel my account, yet I have been charged every month since her death. In the chat, the customer service representatives have told me that my subscription was canceled. My subscription may have been under a different email address to which I no longer have access which provided to them. I have screenshots of all my accounts being closed on my BarkBox profile. My amex card keeps being charged monthly and it is very painful to see that more than $36.00 charge on the 1st or second of each month for the past 4 months. I dont have any children and my dog was my life. I am incredibly disappointed in their service after all of these years. I have requested numerous times that BarkBox please cancel anything having to do with my name, which is a very unusual name so there shouldnt be any confusion regarding mistaken identity, or any of the email addresses I mentioned, or anything that includes the zip codes in which Ive lived. Its so awful that I cannot speak to a human being to cancel and move on with what is left of my life without ****.

  

  Business Response

  Date: 10/02/2023

  Thank you for taking the time to share this with us. We extend our sincerest apologies for the confusion and frustration and sadness. We are unable to find any other charges associate with you with the system searches that we have at this time. We want to make sure to resolve this and support you in the best way possible. Please keep an eye out for separate communications from our team so we can get this taken care of for you.

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair 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 purchased a subscription for bark box starting last month in September 2023. Completely forgot to cancel after going over budget and realized could afford to continue. It never gave me a renewal date so by the time I tried to cancel it said it processing for October. I tried to contact customer service but their Responds in minutes chat service is more like hours and I dont have the ability to stay glued to a PC or phone all day. I just want my money back for the October box they just took money for.

  

  Business Response

  Date: 10/02/2023

  Thank you for taking the time to share your experience with us and our apologies for the delay in reaching us as well as any confusion with the subscription plan. The first box will ship out right after the order is processed. After that the monthly boxes fall in line with all other subscriptions. Billing occurs on the 1st of the month and boxes are shipped in the first two weeks of the month. The plan chosen was a 12-month subscription that had a free promotion on it. Those are not available for 1-month plans. However, we confirm that the plan was closed out early for you on the day that we interacted. The plan was closed out completely and the October charge was refunded along with the removal and refund of the added items that were chosen. Thank you for trying out Bark.

• Initial Complaint

  Date:09/30/2023

  Type:Product 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 requested a refund for a years worth of Barkboxes that I was charged after I cancelled my membership. I was charged after I cancelled, and only way it was stopped is when the card was cancelled. I sent an email, and they promised to make it right and send me boxes. They never did! I filed a complaint with the Better Business Bureau . The sent me an email after the complaint saying they would send me three boxes and refund my money. I have not received the boxes or my money. I sent another email, and I have not heard from them. I would like the Better Business Bureau to help me get a refund. I believe this company has bad business practices, and they give you the run around hoping you will give up , and they keep your money. It probably works for a lot of people because it is not worth their time or aggravation. I feel the same , but the princple of someone taking my money after I cancel is why I keep fighting. I know some companies with subscriptions count on people just letting it go. I believe they are just going through the motion and hope I get frustrated and go away. I hope the Better Business Bureau can assist me with a refund. At this point I am not interested in receiving anything from Bark Box, but my money! Thank you for your assistance. My email address is ********************* Sincerely,******************

  

  Business Response

  Date: 10/02/2023

  Thank you for reaching out about this and taking the time to share this with us. We extend our sincerest apologies for any confusion and frustrtation. The refunds were processed successfully on 8/17/2023. If you canceled your card prior, that *** be causing the issue. Please contact your bank if you still aren't seeing those posted in your account between 8/17-8/23. We will email the invoices to you. The 3 boxes had not yet been sent because we were waiting to hear back on your preference for the options given on 8/17. We will reach out again in regards to that as well. Thank you.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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 placed my first order on Aug. 9th and signed up for monthly boxes.. I'm supposed to get my next box by mid Sept. because that is one month. I got billed on Sept. 1st and. by mid Sept. no box. I look online and it say shipping on Sept. 30th. Why??? That's not what I paid for nor what I agreed to. So, I go to call, they refuse to take calls over the phone, and no chat response unless you sit by the computer all day waiting. I am asking for a refund, for the box I never received and cancel. I can order through Amazon and get faster 2 day shipping than waiting a month and a half. I didn't agree to this.

  

  Business Response

  Date: 09/18/2023

  Thank you for taking the time to share your experience with us and we offer our sincerest apologies for the confusion. The first box will ship out right after being ordered, after that all boxes fall in line with the process for all boxes. That is includes billling on the 1st, shipping during the first two weeks in batches, and 2-8 business days for delivery in the contiguous 48 states. We explain this in the terms of service at sign-up but we are so sorry that caused a disppointment and less than fun experience. I can confirm that the subscription has been closed out early and we have also issued a refund for the September box since it is expected to arrive later than anticipated. It may still arrive sooner and it is yours to enjoy, or donate if you prefer. But you should see a refund for that with in 1-3 business days. Thank you again for your feedback and for trying out Bark.

  Customer Answer

  Date: 09/19/2023

  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:09/17/2023

  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.

  I started Bark Box when they had a discounted trial for first time buyers. I signed up for a 6 month plan. Before the plan was over I went into my account and deactivated the auto renew/ stop plan payment. For whatever reason the company still charged my credit card. I thought that maybe I had made a mistake. So I accepted the charges and made sure that I went into the account the same day as the charge to disable the plan. Again after 6 months I have been charged and I disputed with my bank as fraud because I know I cancelled for sure the second time around. The bank denied my fraud claim because the product has come in the mail so they said the product was received. I just went into the website right before I wrote this to cancel a third time. The page asks why you are canceling when I clicked on did not fit my budget as an answer and saved it, it took me to the next page with an option for a smaller budget version and no exit out of the page unless you clicked on the logo that brought you to the Home Screen. I mustve have done this the last time because when I checked my account again the plan was still activated for auto renewal. This time I checked on the box that said my dog died and it brought me to a page that deactivated my account. I checked and it worked. The options they give you that bring you to a page that is a decoy is deceiving and bad business practice. Ive lost over $400 to this scam. I did not like the product so I tried to cancel after my first time buyer trial which they so conveniently only let you try when you sign up for an auto renewal plan with the promise of being able to deactivate with no fee anytime. Ive also been using my phone for the disabling of the plans on bark boxs website.

  

  Business Response

  Date: 09/18/2023

  Thank you for taking the time to share your experience with us and we extend our sincerest apologies for any confusion, miscommunication or disappointment. All of our plans do renew automatically and they are no considered trials. But we are hapy to accommodate in whatever way is best when things aren't working out just right. In addition, it appears that there was just one login to disable that renewal and that was on 9/17/2023, and it was a successful cancelation. Our apologies if there were difficulties with the mobile app and this process. We will make sure to pass this feedback along to our technical team to investigate further. We can also help with that disabling as well whenever it is needed or preferred. I can confirm that the plan has already been closed and refunded. If there is anything else that we can do for you please let us know. Thank you for your time and patience.

  Customer Answer

  Date: 09/19/2023

  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,
  
  ***********************