ComplaintsforUrthBox

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a 3 month subscription box for 3 of my employees (so 3 orders) each for $71.97 each on November 23rd of 2021 totaling $215.91. They were to arrive 1 each month for December, January and February. There was no fine print nor did I make any agreement for this subscription to auto renew. On February 1st 2022, which was an entire month before my subscription was set to end, my company card was charged again for these 3 subscriptions, another $215.91. I contacted the company and they indicated that I had to cancel prior to my subscription renewing, and that it stated this information on the bottom of my receipt. The receipt that I was given, which is also attached to my account ON THEIR WEBSITE, does not include any such verbiage. In addition, they did not even get the shipping address correct on the unauthorized auto renewal. Had I wanted a monthly subscription that went on and on I would not have purchased a 3 month subscription. That means 3 months. I want a full refund for the unauthorized auto renewal in the amount of $215,91.

  Business response

  02/15/2022

  Hi,

   

  Thank you for reaching out. We will cancel and refund your account. It looks like there were some errors that occurred and we're deeply sorry about this. Please email us back and accept the refund. 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a gift card for a 3-month subscription to the company UrthBox. I redeemed my subscription on 11/28/2021 and received one box in December and one box in ******** On 2/1, I received an email that I was being auto-charged for another three month subscription. I have several issues with this:- First of all, this was a gift and not something that I intended to continue. I was required to put in my credit card info to redeem the gift card and then never logged in again because I would never expect a company to start charging me after redeeming a gift card without sending some kind of email first.- It hasn't even been three months since I redeemed my gift card! The gift card was for a three month subscription and they charged me before the third month was even complete AND erroneously indicate under my account that 3 boxes have shipped when I only received two. The boxes supposedly processed on 11/28/2021 (when I redeemed my gift card), on 12/30/2021, and on 1/1/2022!? Why would two boxes process one day apart? It seems like it's an attempt to be able to auto-charge me sooner. - I reached out to customer service and they were extremely dismissive about my concerns and basically said that I'm supposed to email before the first of the month to cancel BUT gift cards should not roll over to automatic renewals AND they are charging me while I am still in my subscription period that is covered by the gift card that I redeemed. I would like a refund ASAP and I want to ensure that my account is deactivated and that I never receive any charges or products from this company again.

  Business response

  02/02/2022

  Hi ********,

   

  Thank you for reaching out. We're deeply sorry for any account issues. Our CS team has sent you a full refund email. Please confirm so we can process this. Once this is done can we work on this review?

  Customer response

  02/03/2022

  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

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a six-month subscription as a gift for my sister-in-law. It was only for a 1 time 6-month subscription. But then at the end of the six-months, they automatically renew me for another 6-months! No email from them saying "hey we're going to charge you an extra $185+ dollars at the end of the 6 months". When you email (because you can't even call customer support -- they don't have a phone number (warning!!)), they say its all over their terms and FAQs and too bad. This is ridiculous. They were literally sued over this in federal court as I see on the BBB website. I should have checked BBB and I would have never bought from this place! They should send you reminders, but I think this is a way for them to get more business and s**** hard working people out of their hard earned money. Its unfair that I would have to pay for another subscription, when I only bought 1 subscription from their website.

  Business response

  01/05/2022

  Hi, 

  We're deeply sorry about the account glitch. We have just fixed this and emailed you. Please respond back to the thread.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing to the BBB to receive guidance in cancelling my Urthbox subscription once and for all. I signed up for 3 months' worth of boxes and was told that I wouldn't be charged or sent anything more than 3 months of boxes. I was unable to locate all of my email correspondence with Urthbox pertaining to cancelling. I cancelled over the phone approximately 3-4 months ago and was told I was successfully unsubscribed and would immediately stop being sent monthly urthboxes and being charged. When I was still receiving them I cancelled again through email; I received confirmation I was cancelled. I don't see any new charges on my account, I also had to set up a new debit card. I just want the boxes to stop and to not owe Urthbox for something I've been trying to cancel for months. Thanks

  Business response

  12/15/2021

  Hi, 

  We're deeply sorry about any issues with your account. All of our orders renew unless cancelled before the anniversary date. Our CS team will reach out to you and fix this going forward. Please reply back. Thank you for your patience and understanding.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was given an Urthbox subscription free trial offer code by a relative and activated it inNovember 2020. I did not realize that I would automatically be enrolled every 6 months for a subscription. The company charged me $250 in May 2021. However, because I moved, I never received the monthly snack boxes and I did not realize that they charged my account. I was charged again November 1, 2021 for another $250. I have tried to call the company several times to cancel my subscription but they are not answering their phones. So, I am out $500 plus I have not received any product from the company. I should mention that when I moved, I did file a change of address with the post office.

  Business response

  11/15/2021

  Hi, 

  Thank you for contacting us. We're deeply sorry about any issues with your account. Our CS team will reach out right now and fix this. Please email us back when you get this. Thank you for your patience and understanding. 

  Customer response

  11/16/2021

  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

  11/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Urthbox just charged me about $240 for a subscription. I only signed up with them to utilize a gift card from a friend. I am not interested in their products. Also the original gift certificate was for $179. Why would the subscription price jump $60?

  Business response

  11/02/2021

  Hi, 

  We have cancelled and refunded your order. We emailed you back and it looks like you over looked our renewal policy on all orders. But we have made an exception for you. Please email us back and let's fix this. 

  Customer response

  11/04/2021

  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,
  
  ********************* *****

*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. ↩