Complaints

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a trial of the briefs from because. I did not like the product as it did not work for me. I attempted to ****** my subscription online but it told me to email the company to do so. I emailed the company explaining my issue and telling them I wanted to cancel it and not be charged. Then a few weeks later I wake up to a charge from them. I emailed them once again only to receive a generic response and then another email telling me they shipped an order. I do not want the products. I do not like them. They did not work for me. I want a refund back and I do not want to receive any more products nor do I want to ever be charged again.

  

  Business response

  01/06/2025

  Thank you for reaching out to us- our records show that you contacted us to cancel on 12/10- we tried to reach out but did not receive a response. Your request was mishandled and the first subscription order was processed- we apologize about this. We will be taking action internally and we have refunded you $42.20 for the order that was processed. Your account has been closed and you are not subscribed. 

  Please let us know if there is anything more we can do for this case. 

• Initial Complaint

  12/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charge continuously by this company and my ********** denied all charges. Had they not caught this I would be out over ****** today. These charges are still trying to clear. I changed card numbers today so hopefully it works.

  

  Business response

  12/24/2024

  Thank you for reaching out to us- unfortunately we do not have any information on file matching the email, name, or address provided. We recommend reporting the charges to your financial institution if you believe your billing method was used without your knowledge.

• Initial Complaint

  12/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid $2.99 for the sample pack but got charged for a subscription service within a few weeks. I reached out to customer service through text the next morning early in the morning but didnt get a proper response. I called the customer service only to know that the order number was created and they werent able to issue a refund. This is deceptive practice as I never realized the subscription service that youll sign up for automatically when the advertising was all about the sample. And to refuse a refund despite me attempting to contact the business first thing in the morning only based on the fact that the shipping number was created is ridiculous. I would like a refund since I never agreed to sign up for the subscription.

  

  Business response

  12/16/2024

  Thank you for reaching out to us- during the sign up process we notify all customers of future orders and the trial period. We did not receive a cancellation request during the trial period, which is why the order was processed.

  As of today we have refunded $95.63 and it should appear on your statement within 3-5 business days. Please donate the order if the product cannot be used. 

  Please let us know if there's anything more we can do for this case. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a $2.99 sample of the product. We have tried several and never had so many leaks. I never received an e-mail or way to follow-up and never received notification of a subsequent shipment. They sent and charged my card $50 plus and their return policies make it hard and not cost effective to return. I feel this company offers an inferior product and intentionally preys on the elderly and disabled. Shame on Backmarket!

  

  Business response

  12/03/2024

  On 11/12/24 the Starter Pack was ordered, and on 11/26/24 the first renewal order was processed. During the sign-up process we notify all customers of future orders.

  We received a chat from you on 12/02 regarding the charge for the first order and the return. We explained our return policy and confirmed the cancellation was processed. The return policy is place for us to properly track returns, and we are always happy to help with return requests via email, text, or phone call. 

  We have refunded the $41.38 that was charged for the first renewal order and it should appear within 3-5 business days- no need to return the order. 

  Please let us know if there's anything more we can do for this case. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Charged me ***** for an order that I didn't make. I orded a starter kit for 2.99 now they sent an order here and charged my bank for it.

  

  Business response

  10/29/2024

  Thank you for reaching out to us- our records show that you signed up on 10/07/24 for a starter pack. During the sign up process we explain the trial period and future orders. Because you did not cancel within the trial period, a full order was processed on 10/21/24. We did not hear from you until 10/26/24 to cancel future orders. 

  As of today we have refunded $77.12 as an exception to our return and refund policies. Future orders have been cancelled. 

  Please let us know if there's anything more we can do for this case. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summary: -- Ordered a sample of incontinent underwear from Because Market. Paid $2.99. Without my knowledge or approval, they put me on their subscription list and charged my **** $39.47. August 27 **** charge for $2.99 I assumed for sample pkg. Sept 12 Because Market charged my **** with $39.47 Sept 15 Email Sent to ********************************* I wrote: "I thought this was going to be a sample package for me. You sent this email which shows a charge of $2.99. However, my **** credit card was charged for the full amount of $39.47 on Sept 12th. Please credit my **** that you used for that charge. I will be happy to return the very large package that you sent. I only requested a sample." Sept 18 Email Received ******* Because Market. -I've never dealt with a company that has the need to include this statement in their pretend return policy. "RETURNS SENT WITHOUT PRIOR AUTHORIZATION, INCLUDING REFUSED PACKAGES, WILL NOT BE ACCEPTED.. RETURN LABELS ARE NOT PROVIDED. UNABLE TO PROCESS A REFUND FOR YOU AT THIS TIME BECAUSE WE DID NOT RECEIVE NOTICE OF YOUR CANCELLATION PRIOR TO YOUR SHIPMENT DATE." PLEASE NOTE THAT TRIAL PACKAGES ARE NOT ELIGIBLE FOR RETURN. PROVIDE THE ORDER NUMBER AND THE DATE." There must be many who refuse their packages that arrive in the mail, because they can't shut them off. I never placed the order, so I dont have an order number or a shipment date.Sept 18 Telcon with ***** at Because, I was angry at their refusal to refund me with my gracious offer to send back what they mailed. I said: I never agreed to an order or a subscription, I want a refund even without returning the package. ***** said he would escalate the issue, but their language on their emails tells me theyre scammers.

  

  Business response

  09/19/2024

  On 8/27/24 ********* ordered the Starter Pack for $2.99 and it was sent out- on that day the trial period began. During the sign up process we notify all customers about future orders and provide details on pricing, product included, and dates. On 9/12 the first full order was processed, and ********* contacted us via email on 9/15/24 explaining she thought it was a sample package, she only requested a sample and her card was charged $39.47. We called ********* on 9/17/24 to help with her cancellation, and she explained she did not know about the subscription and wanted a refund. We cancelled the account on that day.

  On 9/18/24 we informed ********* that because she did not cancel future orders within the trial period, we could not refund and we asked that she return the order. She responded saying she did not order this and did not agree to a subscription.
  
  As of today (9/19) we have refunded ********* $42.46 ($2.99 for the Starter Pack and $39.47 for the full order) and it should show on her statement within 3-5 business days.
  
  Please let us know if there's anything more we can do for this case.

  Customer response

  09/23/2024

  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.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company sends product without your consent. This happed 2 months in a row. I have enough products. Thats why I didnt turn an order in but the company sent me products anyway. Im on a fixed income. I keep emailing the company but not anyone is listening to me. ??????Thank you,***************************************

  

  Business response

  09/06/2024

  On 4/09/24 ******* contacted us to update her order and billing method- we advised to update her billing method online and she agreed. That day, a subscription order was processed. ******* was aware of future orders and the next shipment was scheduled for 4/30.

  On 4/27 ******* contacted us to get the link to her account- we sent the link via email the same day.

  On 4/30/24, 5/30/24, and 6/30/24, subscription orders were processed and we did not hear from ******* until 7/30/24. On that day another subscription order was processed and she reached out via email stating she did not order, she should not have to pay for shipping, and she cannot afford what we sent.We emailed back the same day explaining that the order had already been processed and explained the return policy. We also sent her the link to her account to make changes.

  Because no changes were made, on 8/30/24 another subscription order was processed. ******* emailed us again the same day explaining she did not order and to stop shipments.

  We tried to call on 9/02/24 but could not reach *******, and on the same day we confirmed via email that her subscription had been cancelled.

  ******* emailed on 9/04/24 explaining she could not afford the order and does not need or want anything. We emailed on 9/05 and confirmed the subscription was cancelled. 

  We were not notified before 7/30/24 that ******* did not want a subscription- she had been subscribed for months prior.

  The subscription is cancelled and due to the circumstances we have refunded $53.90 for the 8/30/24 order.

  Please let us know if there's anything more we can do for this case.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the advertised free trial underwear in June. I did not like them and did not place an order. On July 5, I received 3 packages of underwear. I was allowed to return them but was told the return postage was my responsibility. I do not know why it should be my debt. I did not order them, received no notification the package was coming, the advertisement did not state I would automatically be enrolled. I am almost 87 and have incontinence issues. It took a lot of back and forth for my daughter to get my refund for the order and have my account closed. She tried getting back the shipping for me but the company stated that is not their policy. It is terrible to take advantage like this telling people it's automatic. When my daughter ordered them it asked how many do you use a month and she said 3 pairs (she wasn't sure what I used). But at no time did she know I'd be receiving a shipment.

  

  Business response

  08/26/2024

  Thank you for giving us the opportunity to respond. Our records show that the Starter Pack was ordered on 6/17/24. During the sign up process we notify all customers of future orders and provide, dates, pricing, and product details.The first order in the subscription was processed on 7/03/24 when the trial period ended.

  **** reached out via email on 7/05/24 asking why she received a package. We responded the same day explaining how the Starter Pack and trial period worked. **** responded and explained she did not like the product, did not remember anything stating she'd be charged automatically, and wanted to know how to return the order. On 7/6/24 we reached out explaining the return policy and we tried calling on 7/08 regarding the cancellation, but **** was not reached. On the same day, **** called us and cancelled the account.

  We emailed Rose the return policy on 7/08.On 7/09 she emailed us explaining she did want to return it- we responded on 7/10 with the *** and instructions. Our return policy states that the customer is responsible for the return shipping cost.

  On 7/12 **** emailed us the tracking information for the return. We responded on 7/15 explaining we were looking into it and working on a refund, however a chargeback was approved during that time, so we did not need to refund as it was already processed. 

  On 7/17 **** emailed about the shipping cost she paid for the return and we responded, reiterating that customers are responsible for the cost of shipping for returns. On 7/19 Rose chatted with us to ensure the account was closed and we confirmed it was.

  As an exception to our return policy we emailed **** and offered to send a check for $27.08. She has accepted and the check will be processed in the next week. 

  We communicate subscription details at the time of sign up and we also provide details over email. The trial period is meant to be an opportunity for customers to try the products before any full orders are sent so they can make adjustments, cancel, or try other products.

  Please let us know if there's anything more we can do for this case. 

   

  Customer response

  08/27/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I thought I was signing up for a free sample of adult diapers. they were advertised as free.The Because co. asked for my charge card numbers for 40% off products that I could later order.Like wipes etc.I do not need adult diapers I am covered by my medical plan when the need comes up.I live ib a Senior housing and I was going to share the free samples with a nieghbor.I went into the hospital on june *******. When I got home the free samples were in my mailbox.They charged me for a ton of diapers $82.95 wotrths, while I was in the hopital, and A couples days later a Gigantic package of adult diapers came,I DID not order these.This company charged me without persmission while I was in the hospital.They gave me a hard time to return them and wanted me to pay $137.00 postage.The **** told me I did not open and I refused so they took them with the Return Authorization code RMA #******H **** told me there are alot of fraud companies doing this to the elderly.**** mailed it back to:Because Market ************************************** Return Authorization code RMA #******H I need my money back, this company put me in a bad situatioin with paying my bills,I am a disabled, senior lady, almost 80 yeras old and they need to stop doing this Thank You, for your time and consideration..,**********************************

  

  Business response

  08/21/2024

  Our records show that you ordered the Starter Pack on 6/20/24- during the sign up process we notify all customers of the trial period and future orders. The first full order of the subscription was processed on 7/06/24. You emailed us on 7/13 and stated you did not order it.  You emailed us again on 7/14 and 7/15, and we gave you a call on 7/15 to assist you with the cancellation. On that day we cancelled the account and submitted a refund request. On 7/16 the refund team emailed you letting you know that the refund had been denied due to the cancellation not being communicated during the trial period. We explained how to return the order for a refund. 
  
  On 7/29 you emailed asking for an *** in order to return the package- we responded the the *** the same day. On 8/19 you emailed asking about the refund status - you stated you had returned the order two weeks prior, however our records show it was refused and not returned. 

  As of yesterday we have refunded the total for the first subscription order ($82.95)

  Please let us know if there's anything more we can do! 

  
  

  Customer response

  08/22/2024

   
  Complaint: 22161546
  Thank You BBB
  
  I am rejecting this response because:
  They did NOT put back the $82.95 to my bank account, as they told you.
  Also,The Postal worker took off the ***** number.. They wirghed it and measeured it and
  it would
  cast $137.00 + to send it back..!!
  
  The ************ told me to let them send it back, as I did NOT order that
  and I did not open it,,!!
  
  The **** Workers  also warned me about SCAMS that take money from the elderly.

  I could not return it faster  to them as "I just got out of the Hospital" and I have No Way of
  getting to the P,O, I was NOT well yet,,!!
  This *Because company* knew and used it aginst me..
  I had to pay someone to take me to mail it back to ~>this "BECAUSE Com.."
  I paid somone to lift it and carry it. and gas money..!!
  
  Sincerely,
  
  *********************************

  Customer response

  08/22/2024

  THANK YOU B.B.B.
  I WOULD NEVER HAVE GOTTEN A REFUND FROM THIS COMPANY,
  IF YOU DID NOT STEP IN TO HELP ME.
  
  TODAY, I DID GET A DEPOSIT IN MY ACCOUNT FOR THE FULL AMOUNT
  THANK YOU AGAIN
  

  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  they took money out of account for three diapers. I paid for 2.99 free sample but I did not sign up for auto ship. I want my money back ****** bought them to my house and I refused them.They are stealing money

  

  Business response

  05/24/2024

  Thank you for reaching out to us- our records show that you signed up for a starter pack on 5/3/24. During the sign up process we notify all customers of upcoming orders and we also send reminder notifications. Your first order was processed on 5/19/24 and you reached out to us the same day to notify us that you did not order future shipments.
  
  We appreciate you letting us know and we will work on improving the experience. As of today we have refunded you $56.75 (the total for the order on 5/19/24) and it should show on your statement within 3-5 business days.

  Please let us know if there's anything more we can do for this case. 

*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. ↩