ComplaintsforTheraBox

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a box from Therabox. I put in the unit number but it did not transfer and they did not deliver my box. When I contacted them after I had been tracking the shipment myself. The birthday gift was over a week late. Then the customer service rep said I could pay $9 to have it reshipped its their company error. Or I could have a refund minus shipping. Why would I pay for shipping when it never got there.

  Business response

  05/17/2024

  The customer's complaint stems from the delay in receiving her package. Upon investigation, we found that the box was returned to us due to ***** response "No Such Number".
  
  The customer then acknowledged that she provided an incorrect unit number in the shipping address. It should have been Unit #** but she put in Unit #3**. Typically, a refund minus the shipping fee would have been processed as we shipped the package to the same address she indicated in the order. However, as a gesture of goodwill, we have issued a full refund in this instance.
  
  

• Initial Complaint

  06/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In March 2023, I signed up for a 3 month subscription for a friend's birthday. I was under the impression that this 3 month subscription was one-time payment/purchase. My friend received her 3 boxes in March, April and May. I just received an email from TheraBox that says my box is on the way, confused because the 3 were already shipped, I checked my bank account and saw they charged me for another 3 months. There is no information on their website that says this is a reoccurring subscription and I feel like I was tricked and I hate when companies do this. They do this on purpose, hoping customers won't notice and will keep being charged. This charged caused me to overdraw and is affecting my anxiety and mental health. I am so upset.

  Business response

  06/13/2023

  Hello,

  We appreciate you reaching out. As we are a self-care subscription box company, our normal plans are auto-renewing and this is stated on our website home page, subscription plan page, again on the checkout page, FAQ page, as well as terms and conditions. Although we are a subscription company, you are able to cancel anytime before your renewal date directly on your account portal once you log in. In the event you fail to do so before the renewal date, you can also contact our customer service and we are always happy to help and assist with the process. You can do so by e-mailing ** at ********************************** Additionally, if you ever wish to purchase a one-time box only, you can do so through our one-time shop called "The Happy Shoppe" on our website. All items purchased under the happy shoppe never renew.

  Since the first request to cancel was received on 6/12/2023, we have successfully canceled your subscription as of 6/13/2023. Additionally, we have refunded you for any unshipped boxes. If there is anything else you need, kindly let us know.

  Warm Regards,

  TheraBox Team

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a gift box for a family member on December 7, 2021. I received an email that it had shipped on 12/9/2021. I received a 2nd email that the shipment had been delayed on 12/13/2021. I contacted the company on 12/17/2021 and received the attached response on 12/19/2021 (only after contacting them a 2nd time). I initiated a missing mail search and the USPS responded that they cannot locate the package without additional details from the vendor. I reached out again on 12/23/2021 - no response. I paid $34.99 + $5.95 shipping. I want a full refund back to my credit card from the company and they will not respond to my request. I paid part of the cost with a ******* but nothing has been done to rectify the situation. If you track the package, you can still see that it is missing and my recipient is out of a Christmas gift. I am extremely disappointed in the service I received and just want the money I am owed.

  Business response

  01/08/2022

  Hello, we did indeed ship customer her box when she ordered. Per the tracking that customer provided the USPS (postal service) lost the package after it was in USPS possession. Per our website policy (see attached), we are not responsible for lost/stolen packages once we ship it and it is customer's responsibility to file a missing mail search which in this instance customer has already done. We do apologize for the delay response because we were short staffed over the holidays and we did inform all customers that emails are taking longer than usual to answer. However, we did respond to customer and all of her emails and provided her a resolution. Even though our policy states that we are not responsible for lost/stolen items after it has shipped from our warehouse, we understand the frustration this has caused and as a courtesy provided customer a replacement box. The replacement tracking number is ********************** and it was delivered JANUARY 6, 2021 (see screenshot attached). Since customer purchased her item on ******* -- she must contact ******* directly to see if they will honor her refund because we are unable to do any refund for what she paid *******. On our end, we have refunded her per customer's request (see screenshot attached) for the shipping fee which she paid on our website. In conclusion, we provided customer a replacement box + refund of full charge she paid directly on our website mytherabox. com. We have resolved customer's complaint. Thank you.

  Customer response

  01/08/2022

  
  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.

  The business should not make missing mail the customer's issue.  Any good business would rectify the situation immediately and not wait a month to send out new product.  In addition, each email sent was not responded to - I have at least 2 emails that were sent that received no response.  I keep records too - I am fine with closing this out and never dealing with this business again.
  
  Regards,
  
  **** *********  
   
  

*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. ↩