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Business Profile

Pet Supplies

Pupbox

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 44 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Cancelled my subscription 8/22. Got the email confirmation "Just wanted to shoot you a quick note to let you know that your subscription has successfully been cancelled. You will still receive the remaining boxes and in your current plan, and your subscription will not auto-renew at the end of your subscription term." Doesn't state if I will still be charged? Does it state that I will still be charged the remainder of the subscription? Got a draft 8/27 and I emailed to request a refund, Response: When you submit your cancelation request, it cancels the auto-renewal on your plan. This doesn't cancel any remaining charges or boxes in the original subscription that you signed up for. WHY WAS THIS NOT STATED IN THE CANCELLATION!? I would've waited to cancel. Consumers deserve the right to know the process at cancellation, not after there's a charge

    Business Response

    Date: 09/02/2022

    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. You signed up for a 12-month subscription which is $29/month. 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. https://www.pupbox.com/tos/

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

  • Initial Complaint

    Date:08/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 picked 12 months subscription for the pup box because I was supposed to get the first box for $5. reason I signed up for it was because I wanted to try it out just once for my sick dog. I no longer need the 12 month subscription anymore, I been trying to email and contact them for days about it, no answer! but now they are saying on their page that I'm still going to receive 11 more boxes and that my card on file will still be charged for those *******terminating my account and pupbox does not let me do either of them. so I'm forced to leave my card on file and pay for something I don't need ANYMORE!!! they don't let me remove my card or terminate my account. i do not give consent for them to charge my card for any more boxes!! i do not need them anymore. this isn't fair to me. it my information, my money and my card. They are stealing from me as well!

    Business Response

    Date: 09/02/2022

    Hi there!
    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. https://www.pupbox.com/tos/. We do have a 1-month subscription which allows customers to give us a try before committing to a longer plan. Our team did reach via email to let you know that your subscription had been terminated and refunded - no boxes were shipped to you. If you have any further questions, feel free to reply to our email or contact us at ********************************

  • Initial Complaint

    Date:08/28/2022

    Type:Billing Issues
    Status:
    Answered
    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 to cancel this account, but they refuse to cancel the account and continue to try and take $32 out of my account. I have told them that I cannot afford this unnecessary account because we are all strapped for money due to illnesses for all of us in the house. They said that the account will cancel but I still have to pay for the 9 months that I signed up for. This is not a bill that I can afford and have explained this to them. This at the moment is not a necessity. They refuse to stop this!All I want is for them to stop trying to take the little money I have for bills.

    Business Response

    Date: 09/02/2022

    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. https://www.pupbox.com/tos/

    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 *********************************** us why here...

  • Initial Complaint

    Date:08/25/2022

    Type:Product Issues
    Status:
    Answered
    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 cancelled my subscription. Sent numerous emails and this week alone ***** was taken from my back account. Cant talk to anyone. Get a run around. This is a total scam

    Business Response

    Date: 09/02/2022

    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. You signed up for a 12-month subscription which is $29/month. 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. https://www.pupbox.com/tos/

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

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 picked 12 months subscription for the pup box because I was supposed to get the first box for $8. reason I signed up for it was because I thought I was going to take care of a family members dog until further notice. well turns out plans have changed and I no longer need the 12 month subscription anymore well when I tried to cancel, yes it did let me cancel but now they are saying that I'm still going to receive 11 more boxes and that my card on file will still be charged for those *******terminating my account and pupbox does not let me do either of them. so I'm forced to leave my card on file and pay for something I don't need ANYMORE!!! they don't let me remove my card or terminate my account. i do not give consent for them to charge my card for any more boxes!! i do not need them anymore. this isn't fair to me. it my information, my money and my card. They are stealing from me.

    Business Response

    Date: 08/15/2022

    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. https://www.pupbox.com/tos/

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

  • Initial Complaint

    Date:07/06/2022

    Type:Order Issues
    Status:
    Answered
    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.
    Deceptive offers and business practices. Attempted to cancel and am being given the run around- have never had an issue canceling a subscription. I have been receiving these boxes for over a year my dog is lo longer a puppy and these boxes are not fitting for my dogs breed (Old English Mastiff).They will not allow me to cancel my subscription. Company takes advantage of having customer payment info. Disappointed and would never recommend. Stay away from this subscription!!

    Business Response

    Date: 07/07/2022

    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 original or renewed. 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. https://www.pupbox.com/tos/

    I do see you canceled your auto renewal on 7/6/22,however this was after your subscription had already renewed on 4/5/22 for another months. You were still scheduled to be charged for and receive all boxes in the renewed plan.

    Although it makes us sad, your subscription was terminated on 7/6/22 so you will not be charged again. If you have any further questions, we would be happy to help you at *******************************

  • Initial Complaint

    Date:06/28/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 to receive the first pupbox at a discounted price. I just got a new puppy and wanted to try the service. No where in the information does it state that you will be locked in and unable to cancel for a full year. They have no phone number and have not responded to multiple emails. I even received an email from an employee asking how Im enjoying the service and I responded again requesting they cancel the service immediately and got no response. The fact that this is a Petco business/company and their customer service is so bad is ridiculous.

    Business Response

    Date: 07/01/2022

    We truly apologize for any frustration our cancelation and renewal policy has caused. However our cancelation policy is available in our FAQs (https://pupbox.helpscoutdocs.com/article/33-can-i-cancel-my-subscription).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. https://www.pupbox.com/tos/

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

  • Initial Complaint

    Date:06/23/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 thought i was in a trial period. I did not agree to a subscription. I tried to cancel receipt of their product. The quality is substandard and not appropriate. I contacted them and was told I would be charged monthly for a year.

    Business Response

    Date: 06/24/2022

    We truly apologize for any frustration our cancelation and renewal policy has caused. PupBox does not offer trials. We do offer a 1-month subscription however you selected our 12-month plan instead. 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. You can read about our subscription policy on our Terms of Service page. https://www.pupbox.com/tos/

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

  • Initial Complaint

    Date:06/21/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 box thinking I wanted 12 months for my pup, but my experience has been so bad I want to be removed from the autobilling! Bought a box, never arrived. Called and they said it would be an easy fix and to call the next day. Did that, and the lady was actually upset with me for doing that. Told me to wait for an email that would arrive within 24 hours. Waited 3 days, never arrived. Called again, told I would get a call from someone who could do something. Never got a call... it's been 2 more days. Then I tried to cancel subscription, but it told me I was obligated to pay for the 11 remaining months. The heck I am! Also sent multiple emails with no reply. I would like a full refund for the box that never arrived, and to be removed from this payment plan.Barkbox is ****% better! ??Thank you!

    Business Response

    Date: 06/24/2022

    PupBox does not have a call center as stated on our websites contact us page (https://www.pupbox.com/contact/). 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. You can read about our subscription policy on our Terms of Service page. https://www.pupbox.com/tos/

    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: 06/27/2022



    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.

    However, the Petco number (who makes pupbox) *************** stated they were the OFFICIAL pupbox phone number. So there is a number associated with them. Besides that, I am satisfied with this result.

    Thank you!

    Regards,


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

    9
     

  • Initial Complaint

    Date:06/03/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    After a new puppy I wanted to try pupbox due to their discounts on the first box, which I thought was affordable. Little did I know you dont try a box to see how you like it they deliberately lock you in. This is not in bold print like they advertise the first time discount but make you think you can buy a box and cancel your subscription. It is not canceling when your still paying for the next year. This is bad bad business. Everyones circumstances change and might not be able to afford $30 a month. Every other subscription Ive had that I canceled never continued to charge. Pupbox company is very sneaky in a way to get money out of people. I received a spray bottle that was garbage to clean up after my puppy and the one toy, ball and bone are not worth $30 a month. This company gives misinformation and locks you in. They do not respond to my emails. Is it any wonder they dont have a telephone number. I no longer want these products and taken off the remaining subscription.

    Business Response

    Date: 06/09/2022

    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. https://www.pupbox.com/tos/

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

Pupbox is NOT a BBB Accredited Business.

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