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:02/14/2024

  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.

  Awful experience still not resolved. I was extremely dissatisfied with the box and it's contents. This was my first box and I also wanted to do the 12 month subscription. Because the first box was so disappointing, I decided I was not going to be happy continuing for ************************************************************************************ and no one willing to make it right. Only one toy included in the box and it was a simple rope I can get anywhere. I've gotten other boxes through different companies before and always loved the toys and items included. This box contained much less and things that made no sense for my pup. **************** is refusing to cancel unless I pay an additional $31. This box was so disappointing, I'd rather return all contents for a full refund, but I'm only requesting to cancel future boxes and be done with the company.

  Business Response

  Date: 02/23/2024

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************

  Customer Answer

  Date: 02/23/2024

  I would have gladly continued the subscription, but the quality of the merchandise and box that was sent was not as described on your website, not worth the money spent, and nothing compared to what's received in other boxes. I'm not asking for a refund for the awful box that was delivered. I am simply asking to cease all further boxes and charges. Your reply does not solve the problem. Not a single person has tried to rectify this. Incredibly disappointing. Terrible company and service. 

  Business Response

  Date: 03/04/2024

  Hi there! Our team did reach out to inquiry about what items didn't work for your pup as well as provided a solution to terminate your plan early.

  Customer Answer

  Date: 03/06/2024

  I have repeatedly explained the issue and have not received a response after requesting an appropriate resolution. 

  Pupbox support requested I pay additional money to end. That's ridiculous If I didn't receive what was advertised in the first place. I should honestly get a refund for what was already paid, but I'm just asking for termination of the membership. 

  Awful business practices. Extremely disappointed in how all of this has been handled. 

• Initial Complaint

  Date:01/29/2024

  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.

  This company does not know how the world works. I signed up for their boxes and after a couple of months, my spouse asked me to cancel it due to financial reasons. They state you can cancel any time and I have read the terms like they said and it says nothing about them not being able to cancel the charges. I have had subscriptions in the past and none of them have been this poor. The box was fine but there is no phone number to call so I have been emailing them back and forth for over a week now! They just repeat that they will not cancel it and they will continue charging my card! I am going to have to get the bank involved if this doesn't stop. I hope that they see my desperate plea to cancel and do so.

  Business Response

  Date: 01/30/2024

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************. If you have any further questions, we would be happy to help you at *******************************

  Customer Answer

  Date: 01/30/2024

  This is not a genuine response. I have gotten this same message over and over from PupBox and I even looked and read the terms and conditions. No where does it say I dont have the option to cancel it all together. It just doesnt say that. This is ridiculous and I believe an ethics issue. I am getting bank involved to block the charges as this is ridiculous that Ive been locked in to spend $30 a month for a year because I checked a terms and conditions box. RIDICULOUS. 

  Business Response

  Date: 02/01/2024

  Thanks for your reply! Our cancelation policy can be found in the cancelation section on *******************************************

• Initial Complaint

  Date:01/25/2024

  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 started a subscription with Pupbox in November of 2023. They asked the breed, size, and age of my dog to cater the contents of each box toward my dog. She is a Saint *******, weighs over 100lbs, and is 4 years old. When I received the first box I was disappointed to find that some of the items were too small for her even after they supposedly catered it to her. The items that were of no use: a bandana that didn't fit at all, a cow hoof that was only about 3in long 1 or 2in wide (couldn't use bc she could choke), and training size treats (she's a full grown large breed dog, I have no use for such small treats). In light of this I decided to cancel the service because I didn't like it. That's when I found out that I apparently committed to a 12 month subscription and that I could not cancel the remaining boxes. At first I let this go, but now I have moved so my rent is higher, my car insurance is much higher, and I simply cannot afford this subscription. I emailed them to try to get them to stop charging me and stop shipping my boxes, but they won't. They instead emailed me a screenshot of the "disclaimer" that is on the checkout alerting ppl that it is a 12 month subscription. That "disclaimer" is in fine print. Also when I chose the plan said 12 month subscription, but it didn't say that I couldn't cancel before the 12 months. I thought it worked like any other subscription, you get to cancel whenever you like. Who wouldn't think that? I believe they were intentionally misleading by referring to it as a subscription without clarifying that one could not cancel before the 12 months until checkout in the fine print. Any reasonable person would've signed up for this thinking that this was a regular month to month subscription that lasted 12 months, because that is how Pupbox bills it. They bill it monthly NOT yearly which just convinced me even more when I signed up that this was a MONTHLY subscription. All I want is for them to cancel the remaining boxes in my subsc

  Business Response

  Date: 01/30/2024

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************. If you have any further questions, we would be happy to help you at *******************************

• Initial Complaint

  Date:01/23/2024

  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 want to delete my account that I created and so you money hungry sucking cow munchers will taking money off my card before I do take it to court because I unsubscribed you all still take money off my card that is made for my bills I am about to order another card so you money hungry suckers will quit leaching and I am about to make a video and post it to every account I own stating why they shouldn't ever subscribe to pupbox and how it is a awful business and even if you.... yourself create a account you can't get rid of it and they charge you no matter what granted all truth no lies

  Business Response

  Date: 01/25/2024

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *************************************************; If you have any further questions, we would be happy to help you at *******************************

• Initial Complaint

  Date:01/11/2024

  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 Pupbox because we got our kids a puppy. Unfortunately our Autistic son is allergic to the hypoallergenic dog we purchased. Last weekend we made the decision to re-home the dog to another family where he will become an emotional support animal. While this makes our hearts happy for them, it breaks our hearts here in our home. I shared this information with Pupbox and kindly requested they do not send the remaining eleven boxes in the subscription. I was told that wasn't an option and we could change our pups name at anytime in the profile. We do not have another dog. We do not need our son that struggles greatly with transitions and emotional regulation receiving dog toys for the dog he no longer has. I do not understand this company not cancelling the remaining boxes for our family. This is the definition of zero customer service. I don't know that I have ever encountered such a lack of empathy.

  Business Response

  Date: 01/16/2024

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing to our Terms of Service which mention that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have committed to.This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************. If you have any further questions, we would be happy to help you at *******************************

  Customer Answer

  Date: 01/16/2024

  PupBox has responded with the same generic response they copied and pasted in the numerous emails I sent detailing our situation. It shows their lack of customer service and lack of effort they put forth to offer a resolve to this issue. I have seen where they have offered a cancellation of remaining boxes to other customers so I am curious why they are not offering me an **************? Their choice to discriminate against me by not offering a solution while offering it to other customers speaks volumes. All because we have a special needs child that cannot keep his dog therefore we no longer have a use for PupBox. This is an unfair situation that they are going to profit from. What a bold move for a company to make. Where is your integrity, PupBox?

  Business Response

  Date: 01/23/2024

  Hi there thanks for your reply! The subscription term is based on the plan that you select. If you have further questions about your plan please feel free to reach out to us at *******************************.

  Customer Answer

  Date: 01/30/2024

  I have disputed this charge with my credit card. I do not have a dog. I do not need dog toys. You have cancelled remaining boxes for other customers, I do not understand why you will not do so for me. Cancel the remaining boxes. 

• Initial Complaint

  Date:12/19/2023

  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 tried cancelling the PupBox many times and they tell me I have to finish out my subscriptions which is not fair. I want to cancel and they tell you cancel anytime to hook you.

  Business Response

  Date: 12/26/2023

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************
  
  If you have any further questions, we would be happy to help you at *******************************

• Initial Complaint

  Date:12/18/2023

  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.

  PupBox took several hundred dollars from us. We request they cancel our account several times to which they replied we didnt have an account. Had to get our bank involved and PupBox doesnt offer refunds. We dont even know how we got signed up for this service.

  Business Response

  Date: 12/26/2023

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************
  
  We received your request to cancel your subscription on 11/7/2023. We requested verification fo your shipping address in order to locate the subscription in question however we did not receive a response until 12/13/2023. Once the subscription was located using your address, it was terminated on 12/15/2023.

• Initial Complaint

  Date:11/28/2023

  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 placed an order for a Thanksgiving Pupbox at the beginning of November. The company did not send me the specified products that were listed on their product description to be included in the box. I reached out to the company and they tell me the rope product is out of stock. When I go to the companys we site I can order the ************** Orange X 4 Way Tug Rope XLarge. Im not understanding why this product is eligible to be ordered but its out of stock. The customer services team in extremely unresponsive and uses scripted answers that have nothing to do with the concern. They are refusing to send me a product I paid for or to refund me. They offered me $5 in credit which is not acceptable because this box cost $20+ and was bought specifically for this rope. No where on the companys we site does it say substituting will happen. The product gives a specific description of products included in the box. This was a bait and switch scenario from this company and needs to be made right by giving me my money back or sending me the product I paid for.

  Business Response

  Date: 11/29/2023

  Thanks for your feedback, we apologize for any frustration with your order. Our team has provided options to return your order or a partial refund. If you have any questions feel free to reach out to *******************************

  Customer Answer

  Date: 11/29/2023

  This team has offered me a $4.99 refund, a $5 credit toward another order, or to send me a label to return that I will have to print myself (who owns a personal printer when everything is paperless?) and then I will have to drive to whoever the shipper is. I am not going to put out and buy a printer or pay to have a label printed somewhere.  This offer happened today after a complaint was filed with the BBB. I should not be required to make extra trips or waste my resources to return something that was an error from Pupbox. We are now in a public forum because of the fraudulent activities of Pupbox and the lack of ownership of those activities.  I want a full $20 refund of this part of my purchase or to be sent the item that was ordered or the equivalent to that item. 

  Business Response

  Date: 12/04/2023

  Hi there,

  A refund has been issued. If you have any further questions feel free to email *******************************

  Customer Answer

  Date: 12/07/2023

  A refund has not been issued. I would also like to add to this complaint that the other missing item, PupBox black ball of spikes, was not reshipped or refunded. They reshipped a green beco ball that was damaged and it was received today once again damaged. In that package, again, there is no PupBox black ball of spikes. My original email stated this item was not sent. I opened a PayPal investigation because PupBox failed to respond in a timely manor not only via email but it on this BBB complaint. They say because of this they cant refund me? Regardless, I need to be refunded accordingly or reshipped the items that were paid for. 

• Initial Complaint

  Date:11/13/2023

  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 adopted a dog two weeks ago and saw an advertisement for Pupbox offering a percentage off the cost of the first box. I signed up but subsequently returned the dog to the shelter. I immediately emailed Pupbox to cancel the subscription (it states on the website that you can cancel at any time). Its important to understandI no longer have a dog. I received an email stating my subscription was cancelled however they are going to continue to bill my credit card for 12 months. This is lunacy! I also signed the dog up for online training with another company and they cancelled my subscription and are obviously not going to charge me which is how the world works. Who in their right mind would continue to charge someone for a year after the service has been cancelled. There is no phone number to callI need them to not bill me period! No more charges....I do not have a dog! I was only going to get the first box because of the discount and again the website states cancel at any timeno one would think that they would still be in the hook for an entire year!

  Business Response

  Date: 11/17/2023

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************
  
  Although it makes us sad, we have terminated your subscription so you will not be charged again. If you have any further questions, we would be happy to help you at *******************************

  Customer Answer

  Date: 11/17/2023

  
  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:10/30/2023

  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.

  Ive never been forced to continue paying for services I dont want. I purchased a Pupbox, but after trying it, the quality of the products was not worth it. I was fine with the first box. I cancel my subscription and I got a second box. I sent an email to let them know I cancel my subscription that said I sign up for 12 months and theres no way to cancel. I told them this is not how you run a business. I want to cancel, I want a refund.

  Business Response

  Date: 11/03/2023

  We truly apologize for any frustration our cancelation and renewal policy has caused. When signing up for a PupBox subscription, you are agreeing that your subscription will automatically renew at the end of its term unless canceled prior to the renewal date. When you do cancel your auto-renewal, you are agreeing to receive the remaining PupBoxes in the plan you have initially signed up for. This is why you have continued to be charged and receive boxes. You can read about our subscription policy on our Terms of Service page. *******************************************. All of this information is available prior to subscribing in our Terms of Service and FAQ's. Additionally, this information is once again provided in a disclaimer before checking out.
  
  Your subscription was terminated on 10/25 so you will not be charged again. If you have any further questions, we would be happy to help you at *******************************