Complaints

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:03/22/2025

  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.

  Responded to an ad where "Because" was offering a "free" sample package of their adult Female incontinence products. There was a $3.00 mailing fee for the "free sample." Due to recent back surgery and other health problems my wife suffers from periodic episodes of incontinence. I ordered the "free sample" package using my debit card for payment of the mailing fee. At no time did I see I was also signing up for 80 female pull-up briefs for approximately $140.00. on a monthly plan.I contacted a representative of the company who passed me along to another employee after hearing my problem. After being told that any subscription I supposedly sign up for had been canceled I next tried to get a return off of our money. There entire time I an talking to the second representative he is trying to ask me questions about other products they sell that my wife might be interested in. It was only after having to make a threat that I would have to take this problem to our bank manager did I get any assurance that we would be getting a refund of our money. I was told that a refund order was being processed as we spoke and it would take at least two weeks before we would see the refund on our bank account. I did not like this arrangement since "Because" had no problem removing nearly $140.00 from our checking account before we even had the product! So after much bantering back and forth we settled on a full refund that would take place in the next 48 hours.Well it has been more than a week now with no sign of our money. I sure hope I am wrong but I can not help but feel that this company preys on the weak and old by taking advantage of their acquired credit/debit card.I have never in my life felt the need to contact the BBB hoping to get some help in resolving an issue. It was only after going through this experience that I felt a need to warn others of this company's pathetic practice of ripping off the elderly. If you are reading this complaint, read every last detail!!!

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to us- on 2/22/25 an order for the starter pack was placed. During the sign up process we notify all customers of future orders and the trial period. On 3/13/25 the first renewal order was processed.
  
  On 3/13, we received a call from you regarding the charge for the first full order. You explained that you wanted to cancel and did not authorize the charge. We cancelled future orders and escalated a refund request. Due to the circumstances, we refunded you the same day and we followed up via email confirming that we had cancelled the account and refunded the $131.44.
  
  On 3/17/25 you contacted us about the order you received and the refund. We advised you could return the order and confirmed that the refund should appear within 3-5 business days of 3/13/25 (the date we refunded).
  
  Our records show that the refund was successful and it should show on your statement by now. We are reaching out to confirm that the refund went through and are happy to resolve by issuing a check if needed.
  
  Please let us know if there's anything more we can do for this case.

• Initial Complaint

  Date:03/21/2025

  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 filled out a form for a FREE sample and starter pack of disposable underwear from Because Market , ***************************************************************************** . I received the product and found it to be not as described. Before I knew it, I received an email of an upcoming delivery. I called customer service which happens to be in the *********** and was told the shipment was for the subscription which I was not made aware of and was told it was too late to cancel. That was on 3/18/25. According to the tracking info, the package was not picked until 3/20/25 so they could have cancelled the delivery. I went back and forth with customer service, asked to speak to her superior but was told there was no one but I would receive an email from Because. I did receive the package on 3/20/25 although I left a note for ***** that I want to refuse delivery but they left the package anyway. I contacted Because again saying I would not pay the shipping to send it back to them but was told I did not cancel the subscription... How could I cancel a subscription I did not know I had? I was charged $123.13 for this shipment. I would like a full refund. Because should notify ***** to pick up the package at their expense. I have attached the email I received which I was never told beforehand. This company operates underhanded, sneakily.

  

  Business Response

  Date: 03/21/2025

  Thank you for reaching out to us- our records show that you placed a starter pack order on 3/04/25 and the first full order was processed on 3/18. During the sign up process we notify all customers of the trial period and future orders. We also send email reminders before any full orders are processed. We did not receive a cancellation request prior to your first renewal order being processed, which is why your refund was originally denied. We offered for the order to be returned via return label, as we could not stop the order from being sent when you contacted us. 

  We are making a one-time exception to our refund and return policy- as of today we have refunded $123.13. Please donate the product if it cannot be used. 

   

  Customer Answer

  Date: 03/22/2025

  Better Business Bureau:
  
  Although the response from Because Market is not true, I never received notice of subscription or shipment until the day package was shipped.  I am however receiving a refund so I am happy for that.  I will donate the underwear so hopefully someone can use them.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you very much.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/07/2025

  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.

  On December 17, 2024, I returned merchandise back to Because Market which included the return authorization on the package, I then emailed them to inform them that the merchandise was sent back to them and I provided them with the *** tracking number, they replied back to my email on the same day indicating they received my package and I would receive my refund in about 7-10 business days. After the 7-10 days passed I sent another email requesting to find if they had issued my refund and I was told it is still being processed and it should take another 7-10 business days to receive it back to my credit card. I patiently waited and on 1/17/2025 I sent another email requesting to find out when can I except to recieve my refund. I was told it was being processed that same day. After waiting another week I still hadn't received my refund. I continued to email them on 1/26/25, 2/06/25, 2/12/25, 2/14/25, 2/17/25, 2/20/25, 2/23/25, 2/26/25 for answers and follow-up. This company sent me a screenshot of the my alleged refund being issued back to my credit card on 1/17/25 and I immediately informed them that nothing was refunded to my card. I provided them with a copy of my full bank statement from the period of 1/14/25 thru 2/12/25 to show proof that nothing was returned to my card. I continously kept asking if they can mail be a check instead and on my last email with them on 2/26/25 they indicated they would send me a check they asked me to verify my mailing adress details and I provided it to them and as of today 3/7/25 they have yet to respond to my email to let me know when I can expect to receive my money back. I'm extremely frustrated with the back and forth with this company. They are irresponsible and don't care. I just want my money back as soon as possible. I'm a senior and I shouldn't have to go through this with thia company.

  Customer Answer

  Date: 03/11/2025

  Good afternoon, *********************setdir="false" dir="ltr" style="color: rgb(36, 36, 36); margin: 0px; padding: 0px; font-size: 16px; font-family: arial; font-stretch: inherit; border: 0px; line-height: inherit;">
  

  Thank you responding back to me. I just wanted to let me know that I have received my refund check in the amount of $67.19 from Because Market after fighting with them for almost 4 months. The check arrived in the mail today.

  
  

  Thank you for all of your help and support. If you have any additional questions or concern, feel free to contact me.

  
  

  Regards,

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

• Initial Complaint

  Date:03/03/2025

  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 want to cancel my subscription because the products do not work as advertised. In order to cancel, I have to call during working hours to cancel. This is an unethical practice. I want my account cancelled and deleted from their website now and forever.

  

  Business Response

  Date: 03/04/2025

  Thank you for reaching out to us- on 3/03/25 we received an email from you regarding your cancellation. Shortly after that, we received your SMS. We responded this morning (3/04/25) and explained that we were reviewing your request and would respond soon. The account was closed at 6:16 AM, and we sent an SMS confirming that at 9:02 AM. 

  Rest assured we are in the process of removing your information and there are no future orders scheduled.

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

  Customer Answer

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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 am trying to cancel my subscription and have called the business, emailed, chatted on their site, and website but have been given the run around and no one will cancel my subscription. I have never gone through so much trouble to cancel. They ask why and I tell them I do not need it. Then nothing is done. They make me wait for extended periods on the phone. This is ridiculous.

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out. Our records show that your second order was processed on  2/26/25. On that day, you contacted us via *** to cancel. You also called and we missed your call. We called you back but were not able to reach you, and sent an *** response explaining we could help you over the phone. 
  
  Shortly after that, you requested to cancel again via *** and explained why. We then routed the *** to an agent. You then sent us a chat asking to cancel and we explained we were escalating to an agent to assist you.  You then called us and the agent confirmed future orders had been cancelled as of that morning (2/26/25).
  
  We processed a refund for the order processed on 2/26/25. Rest assured the account is closed and future orders are cancelled.
  
  Please let us know if there's anything more we can do for this case. 

  Customer Answer

  Date: 02/27/2025

  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.
  
  Sincerely,
  
  Shyneika ******

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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 1/7/25 ordered a sample size of their diaper supplies for 2.99. I received the sample and I didnt like them as they leak and dont work for my disabled son. Soon after on 1/21/25 I was charged with ****** on my ****** account that I didnt order. I called and canceled the subscription they had signed me up for which I didnt know I was signed up. I also returned the entire order back to them on 1/24/25 as when I called on 1/22/25 they canceled my subscription per my request and issued me a return label and return RMA #*******. I have a tracking number ********************** e we hitch states they received the order on 2/13/25 and to this date they have failed to issue credit. I called them on 2/19/25 to get an update and they said they would contact me in 3 business days but they have not contacted nor issued credit of $148.

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to us- on 1/07/25 a Starter Pack was ordered. During the sign up process we notify all customers of future orders and the trial period. We also send reminders before any future orders are processed. On 1/21/25 the first order was processed.
  
  We did not receive notice of a cancellation until 1/22/25. By then the first order had already been processed and shipped. On 1/22 we spoke with you on the phone and confirmed future orders were cancelled. We also sent an email confirming they had been cancelled. On the same day, we sent a return label and an RMA authorizing the return. 
  
  We attempted to refund you for the order on 2/21/25 after receiving the return tracking number, however the refund was rejected by your bank. We sent an email explaining this on 2/21/25. Upon further investigation, we tried to refund a partial amount in line with our return policy (cost of the label is subtracted from refund total), but the partial amount is what was preventing the refund from going through.
  
  As of today (2/27/25) we have processed a full refund in the amount of $148.31. It should appear on your statement within 3-5 business days. We apologize for the delay.
  
  Please let us know if there's anything more we can do for this case. 

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:02/11/2025

  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 should not have to telephone you to cancel the subscription. I am disabled and do not use telephones. Cancel it now #***********.

  

  Business Response

  Date: 02/12/2025

  Thank you for reaching out- we apologize for your experience. We should have confirmed the cancellation immediately after you first emailed us, and we saw your follow up text messages. We are taking action internally.

  For the inconvenience we have refunded you for the $2.99 paid for the initial Starter Pack. Rest assured the subscription has been cancelled. 

• Initial Complaint

  Date:02/09/2025

  Type:Delivery 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.

  On 12/2/24 I paid $2.99 to receive a sample of Because bladder briefs. My sample arrived. On 12/26/24 I was charged $64.29 for a subscription of Because briefs and wipes. I did not order this and did NOT subscribe for deliveries.I contacted the company and requested a refund and stated I did not order or subscribe for deliveries of products. I received the unwanted package and followed their instructions to return the unwanted package. I wrote the Return Authorization number on the package RMA # ******* and mailed the package with the return label they emailed me. The package had a US ************** tracking number of **********************. This package was delivered at the return center on January 4. I am still waiting on my refund as of February 7, 2025. I was given an order number of ***********. I have attached copies of the email exchange and a picture of the return package. Just very frustrating. Thank you,**** ****, daughter and caregiver and spokesperson for **** ********. Cell ***********. At this point we would appreciate a refund of our $64 dollars and hope you warn other senior citizens to be wary of this company.

  

  Business Response

  Date: 02/12/2025

  Thank you for reaching out- our records show that the Starter Pack was ordered on 12/11/24. During the sign up process we notify all customers of future orders and the trial period. On 12/25/24 the first order was processed because the trial period ended. On 12/26/24 we received a call from you and we were asked to cancel the account and send a return label. You with a supervisor regarding the return and we asked that you contact us once the order was received so we could send a return label. We cannot send a label without the order having already been delivered. 

  On 12/30/24 we received a chat from you indicating they still wanted to return the order and we sent our return policy- once the return label was mentioned, the case was escalated to our team and we sent the return label and instructions the same day.

  On 2/09/25 we received an email from you following up on the refund for the order (it included the tracking information for the return- we received the order back on 1/24/25)- we responded explaining that the information was escalated. A refund was processed on 2/11/25 for $54.34 and we sent an email confirmation to you. We check returns on a weekly basis and this refund should have been processed earlier than 2/11/25. We apologize for our delay. 

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

• Initial Complaint

  Date:01/05/2025

  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 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

  Date: 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

  Date:12/21/2024

  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.

  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

  Date: 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.