Complaints

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

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• 

  Cannabox

  Phoenix, AZ 85014-5510

• 

  Cannabox

  2801 E Camelback Rd Ste 200 PMB 33 Phoenix, AZ 85016-4363

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:10/16/2024

  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.

  Purchased two items from Cannabox on 10/6/24 - noticed I ordered the wrong size shirt for one item and updated in online account to the correct size; however when the package arrived on 10/11/24 I received two items with the wrong size shirt. Reached out to customer service that day who repeated my incorrect order to me and then closed the case. I reopened and followed up a few days later, but no response. Its been almost a week now and Ive heard nothing. All I want to do is exchange both shirts for the correct size, XXL.

  Business Response

  Date: 10/17/2024

  High Melisaa!! 

  So sorry about that, we are looking into what happened with your support ticket. We are also going to send you out the new shirts and you dont need to send back the others. Again, sorry for the bad experience with our customer service. You will receive a new tracking number shortly as soon as those leave our warehouse.

  Have a great day! 

  - Anthony 

  Customer Answer

  Date: 10/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22432566, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I commend the business’ quick action in resolving this matter. 
  
  Regards,
  
  Melissa Conley
  
   
  

• Initial Complaint

  Date:12/09/2023

  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 ordered a family member a birthday/ Christmas present on 11/24/2023 from cannabox. I order 1 cannabox from them for $40. When I was checking out. Cannabox added a free sample with my purchase. At first I thought that was cool, but that quickly faded.A few days go by and cannabox box ships the free sample but not the actual products I ordered and paided for. I reached out to cannabox via email explaining that I was concerned about my order and that they haven't shipped my actual order only the free sample. Cannabox responded to me yes the free sample has been shipped and closed my ticket. but cannabox never addressed the fact that they never sent my original order, meaning the products I paid for. I also sent them screen shots because i ordered a $40 box and never asked for the free sample. So they shipped the free sample and apparently are not going to ship my order. they just took my money and sent out a free sample in its place and I'm pretty upset. I feel like I have just been tricked by cannabox. They robbed and lied to me. They never fulfilled my order and have no intentions of fulfilling my order. They just took my money and ran.

  Business Response

  Date: 12/09/2023

  I'm sorry you did not understand the shipping times. We only ship once per month on the 20th similar to a magazine subscripton. So if you sign up after the 20th you would get the next months box which would be shipping in a few weeks. We will go ahead and refund and cancel your purchase. Thanks

  - **********;

  Cannabox 

  Customer Answer

  Date: 12/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/29/2023

  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.

  On October 4th, I ordered an item from Cannabox and paid extra for 1-3 day shipping, as shown on my receipt. Come to find out they were moving warehouses and would delay the day they shipped. This was upsetting, but whatever. When they finally shipped my package on the 17th, I looked up the tracking number and noticed it had a ship date 8 days way, not the 1-3 days I paid for. When I made Cannabox aware of this, they assured me that it would indeed only take 1-3 days, unless **** had a delay. DHL, the original delivery company, didn't drop it off to **** for a week. **** promptly delivered the package the same day DHL handed it of to them, so it was NOT an **** issue. The also charged me a scam "Route protection fee", which I didn't agree to, and DHL and **** automatically provide $100 insurance for free. All I want is my $11.47 shipping refunded,

  Business Response

  Date: 10/30/2023

  Hi *****, 

  Sorry for the inconvience and shipping delay. We have refunded the $11.47 as requested. 

  ************** 

  Cannabox

  Customer Answer

  Date: 10/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 in June 2020 for a subscription with a Military Discount. That discount was honored up until October 2022. I was not told it would end and reached out to customer service and it was to be fixed. Still, April **************************************************************************************** any longer. As you can see from the email, I was to be charged ***** until cancelled. I was charged ***** from October 2022-December 2022 and ***** from January 2023-April 2023.

• Initial Complaint

  Date:12/11/2022

  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 a monthly membership my November cannabox came broken. I immediately within five minutes of receiving the broken item sent a copy of a picture that youre supposed to do to cannbox and to route requesting a replacement item because it is a birthday for my sister it is landed on deaf ears I have still gotten nowhere they said that theres an order their route keeps giving me the runaround Cana box keeps giving me the runaround theyre sending me nasty emails. Im forwarding nasty emails back to them because Im done. I am not about to be disrespected by a company that Ive already paid for a product and now they dont want to replace it. I want a replacement ASAP for the November months box. I have already written several emails and Im about to contact the *** ************************* because Im done playing with cannbox. And I would like a replacement to the November box sent to me as soon as possible thank you.

  Business Response

  Date: 12/12/2022

  The customers replacement item has already been shipped VIA **** Tracking# 9400111206213104145063

  - **************

  Cannabox

• Initial Complaint

  Date:11/30/2022

  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.

  On October 6, 2022 I was auto-charged $160.98 from Cannabox for a six month subscription I did not sign up for. I was previously subscribed (in May) to Cannabox for a 6 month subscription that was suppose to end in November, but was instead charged for another six months in October. Cannabox's accounting is very wrong in my account as well - it states I was billed for my first subscription in November of 2021, when in actuality I started my service with them in May of 2022. Cannabox also changed the quality of their items during my subscription, as the t-shirts are now see through and the glass quality is subpar. I also have not received a replacement for a broken glass item that was sent months ago. Cannabox is making it impossible to contact them. I want the $160.98 subscription fee refunded and I want my account cancelled with Cannabox.

  Business Response

  Date: 11/30/2022

  You purchased a 6 month SUBSCRIPTION that renewed on 10/06. You canceled your subscription on 11/30/2022 after it had already renewed for 6 more months. We can refund you the remaining time on the subscription minus the October and November box that have already shipped and delivered.

  I am not sure why you say we make it impossible to contact us? There is a support page on our site with contacts including, ticket formation, email addresses and social media channels. We make it as EASY as possible to contact us. 

   

  - **************

  Cannabox

  Customer Answer

  Date: 11/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/14/2022

  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 ordered this package in September and have yet to recieve package or refund. They refuse to help me.

  Business Response

  Date: 11/22/2022

  Order was delivered 11/21 VIA **** TRACKING# 9400111206213560242764 after we sent multiple emails advising customers that the October box would be delayed. 

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered my first box that comes every month but it came broke. I purchased route shipment protection which says that I will either get a refund or I can have a new box sent to me. I chose to have a new box sent to me but after a month of it not arriving I changed it to a refund I got tired of waiting. After two weeks of waiting for my refund they refunded me seven dollars out of 35 and some change and theyre only explanation is its partial payment is all they do even though I purchased the route shipment which was also almost 2 dollars which makes me only get five dollars of my money back in the end. I asked numerous times to speak to a management of course there never is one. I called every number I could find on the Internet no one answered it was fake or a voicemail with no return call. All I want is the money I paid for for the box back like I was told and have multiple multis multiple emails stating so or a new box and if you dont have the same box then just send me a different box but a box. I paid for a box I deserve a box of stuff inside not broken or I deserve my money back one of the two. Please help. I have proof of everything if needed.

• Initial Complaint

  Date:06/23/2022

  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 was on a subscription plan with cannabox. The box is supposed to be sent out between the 20th of the month and the 31st. I had been having previous issues with them not shipping out my boxes within the allotted amount of time that they promised usually paying for another month before even getting the box for the previous month. On *** 25th I got a notification from cannabox saying my box for *** had been shipped. After about a week with no updates on the tracking number I contacted cannabox to see if something was wrong, ****** from cannabox wrote me back assuring the box would be shipped soon and the tracking number will update. Another week later I contact **** to see if anything was wrong and that's when I find out that they never got a box and that just a label for the box was printed on the 24th during the day but that label has not been attached to a box and sent to them. With this information and the fact that we were in the first week of June at this point and my box still hadn't been shipped I contacted Cannabox again telling them everything I have written to you and I just continue to get the same generic answer as before, that the tracking information will update soon and my box is on the way. Another week goes by and no the tracking number still has not updated so at this point I try to contact customer service another way and I messaged them on ********* Again I gave them all of my information up to this date and again they gave me the "tracking will update soon" As of today June 23,2022 the tracking number still has not updated because it's never going to update. I work in a shipping warehouse and I know even if that label was intended to be put on a box with all the good faith in the world and they were just printing it out so I would get a notification and not be upset that my package has been shipped late, that label is probably lost to world at this point and cannabox refuses to give me another tracking number or my money back.

  Business Response

  Date: 06/23/2022

  Hi ****, 

   

  we are aware of the May delays due to supply chain issues, I see our customer service has already issued you a partial refund. I will go ahead and just refund you the remainder. We have sent emails and kept everyone updated who has been waiting. We also have offered a refund to anybody that chooses not to be patient. Feel free to contact OUR support if you have any other further issues.

   

  **************

  Cannabox