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:03/24/2025

  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.

  I saw an advertisement on social media offering a free holiday box with a subscription and signed up for a premium subscription which includes add-ons. I selected my add ons and waited for my order. When it arrived it was only 1 box (no holiday box) and had damaged and missing items in that box so I contacted customer service which can only be done via email. I was told they could offer a refund for the damaged items but they would need a detailed invoice to refund the missing cheerwine because it was not showing on their end and that I did not order the free holiday box but got a 50% discount on the original box instead. While I disagree with what promotion I signed up under, there was a discount, all be it not 50%, on the invoice I did receive so I let that complaint go. I explained I did not get a detailed invoice but provided as much information as I could and got a response saying they must have run out of the cheerwine so they substituted another beverage instead. This information is incorrect as the item they were claiming was substituted was listed as part of the box I received on their website. We continued our email exchange for a while with me sending screenshots from their website to dispute their claims only to result in my absolute frustration which led me to believe I no longer wanted to do business with their company. When I tried to cancel, I was told I would have to pay back the discount I received. I feel like this is extortion and poor business practices. I would be happy to forward the entire email exchange if needed.

  Business Response

  Date: 03/25/2025

  Hey there! 
  
  We appreciate you taking the time to share your experience, and we’re sorry for any confusion or frustration along the way. We’d love to clear things up and work toward a resolution.
  To clarify, our Holiday Crate promotion was only available during the holiday season, and since your subscription started on February 1st, it was not part of that offer. Instead, it appears a separate discount ($12.50 off) was applied to your order. We understand how this might have caused some confusion, and we appreciate your patience while we reviewed the details with you. In the customer communication with Customer support at SnackCrate, they referenced an old promotional email they received. Lastly by the last week of January, all Holiday crates were sold out. 
  
  Regarding the missing Cheerwine and damaged items, we strive to ensure every box is packed accurately and arrives in great condition. If substitutions were made due to stock availability, we sincerely apologize for any miscommunication. Our goal is always to provide clear and transparent support, and we regret that your experience did not meet those expectations. Our customer service representative offered a $20 refund and not a credit. They refunded that amount from the original purchase. 
  
  As for the cancellation policy, when a discounted offer is used at signup, there is typically a requirement to fulfill a certain number of shipments or pay back the discount upon early cancellation. While we do understand that customers would like to end a subscription early. However, due to the heavy discount that was offered with a discounted monthly renewal, all we ask is the customer to cover the initial promotion that was offered at the time of checkout. In this situation, the amount was only $12.50. This was because their first crate had a discount of $12.50 to it. Once that is covered, our system will recognize their subscription as a traditional month-to-month plan. Which they are able to cancel at any time with no extra fees. 
  
  We truly value your feedback and would love the opportunity to work toward a solution that feels fair to you. Please feel free to reach out to us at ******************** or via live chat (Monday–Friday, 9 AM – 1 AM), and we’d be happy to go over everything in more detail.
  
  Thank you for your time, and we appreciate the opportunity to make things right.

• Initial Complaint

  Date:03/17/2025

  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.

  I ordered a 1 time order and was charged twice. After complaining to the business I was told I'd get a refund. But the company is processing it a point of sale credit NOT a refund. I know this because my bank has told me. I do t want the product I want my $65.99 and the number listed for the company doesn't work. It just rings and rings or you get nowhere with a dropped call.

  Business Response

  Date: 03/17/2025

  Dear BBB,
  
  Thank you for reaching out regarding this matter. We’d like to provide clarification and confirm that the issue has been fully resolved.
  
  The customer enrolled in a month-to-month subscription on February 19th. As part of this subscription model, they were scheduled to receive March’s featured country crate, which was billed on March 5th. There was no duplicate charge on February 19th—this was simply the date of their initial enrollment.
  
  Upon the customer’s request, the subscription was canceled to prevent any future charges. However, while attempting to process the refund, an issue with the billing service prevented an immediate resolution. After several attempts, the refund was successfully processed on March 17th. The customer can expect to see the refunded amount reflected in their account within 5–10 business days, depending on their financial institution.
  
  Additionally, the subscription has been fully canceled, ensuring the customer will not receive any further charges from SnackCrate.
  
  We appreciate the opportunity to address this concern and apologize for any inconvenience this delay may have caused. Please let us know if any further information is needed.
  

• Initial Complaint

  Date:03/12/2025

  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.

  2/28/2025 I started a subscription with Snackcrate and have been billed the first time $24.99 and for the second box $29.99 and I haven’t received the first box. I have emailed numerous times about this and I keep getting the run around about. I have requested the subscription to be cancelled and money refunded but can not get affirmation that either has happened.

  Business Response

  Date: 03/13/2025

  Dear Better Business Bureau, 
  
  Thank you for reaching out on behalf of Tammy ********, we are sorry to hear they are seeing troubles with their subscription.
  
  Tammy ******** reached out to our Customer Support on March 6th about their new subscription with us, reporting they did not enjoy the snacks. We attempted to get more information on their dislike, to offer solutions to make their experience better, but they mention not having received their Crate as of yet.
  
  We then provided Tammy ******** with a tracking link for their order, showing it was working through transit at that time. Since the order was being shipped, we were not able to offer a refund, but, provided steps for returning the Crate upon delivery. The shipping confirmation was provided via tracking number.
  
  The order has since been delivered, however, Tammy ******** has not returned the Crate. Their subscription is still active at this time as well, as they have not completed the cancellation process with our customer support team.
  
  We believe this matter can be handled internally with Tammy ********, and look forward to resolution. Thank you again of your time. 

• Initial Complaint

  Date:03/10/2025

  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.

  My son logan ******** age (12) and daughter savannah ******** (8) ordered these crates. I had no issue paying for the crates as long as they fulfilled their end of the deal. First crate was okay. My daughters crate customizations were for no spicy items and some other customizations. They were meant to try snacks from other countries. The second box we got was from USA. My daughters boxed was filled with spicy snacks. Both box snacks were stale. Its like they went to atwoods and grabbed the cheapest stuff they could find. When the kids signed up we read satisfaction was guaranteed and we could cancel etc... I would have continued the service if it lived up to expectations. I was told they would make sure the customizations were added to future boxes. I just wanted to cancel my kids boxes.. Than i was told NO i was not allowed too. I had to pay a cancellation fee... First of all my kids are minors they cant legally enter into any contracts. This whole ordeal has been a bait and switch. I did not get what i paid for. I told them several times in writing they are not authorized to charge my card anymore. They still charged it TWICE. I havent received any of those boxes either that they made me pay for.... My bank is doing a investigation. They have canceled my debit cards and reissued them and my account was STILL charged. They said oh they must have got your new card from adding it to a digital wallet? so they removed the card information from that.. reissued a new card.. and got charged AGAIN. so they said they will put a non payment on my account to snack crate to try to STOP these bogus charges. I paid for the items i received thus far... unhappy with the product. STOP CHARGING ME. TBH i should get a refund for the items that werent sent that i specifically asked NOT to get for my kids

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau, 
  
  Thank you for reaching out on behalf of Victoria ********, we are sorry to hear about the troubles with their subscription.
  
  After looking into their account, we can see they selected a 6 month subscription at the time of sign up, which was committed to and came with a large discount for committing.
  
  Victoria ********’s subscription was started on December 3rd and they have received two monthly SnackCrates thus far. Unfortunately, they did not request a customization for No Spicy Snacks until February 3rd, so the first two boxes were shipped with our standard variety. However, all future boxes, February and on, will be packed with their specific preferences in mind.
  
  When they reached out about the customization, we were able to offer a 50% discount under our satisfaction guarantee policy, as a way to make things up to Victoria ********. Unfortunately, Victoria ******** opted to not receive the offered compensation and instead requested to cancel.
  
  Upon request, they were informed of our cancellation policy, which they chose not to follow. Our cancellation policy dictates that if a 6 or 12 month subscription is cancelled early, the subscriber is required to pay the remaining balance on the subscription, which is equivalent to the discount that was applied when the plan was committed to.
  
  Victoria ******** mentioned that her children are the ones who initially began the subscription, however, only those above the age of 18 are allowed to begin a SnackCrate subscription. If a minor begins a subscription, their parent/guardian is responsible for said subscription, as laid out in our Terms and Conditions.
  
  We are very sorry again for the troubles surrounding Victoria ********’s account, we would be happy to resolve this matter quickly. Victoria ******** is in contact with out Support Staff now through our channels, we will look to handle this matter with them there.
  

  Customer Answer

  Date: 03/11/2025

  
  Complaint: 23036571
  
  I am rejecting this response because:
  I will just handle this in a legal manner. Since the company is shady. They will never keep any customers sending stale junk products that wasn’t even what was signed up for… they must really need the money badly for a failing company to force people to take there junk. 
  Sincerely,
  
  Victoria ********

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau, 
  
  Thank you  again for reaching on behalf of Victoria ********, we appreciate your time and consideration.
  
  We are truly sorry that the subscription was not a good fit for Victoria ******** and her family. Our subscription service is a completely voluntary service that allows customers to select plans based on their situations and needs, through our monthly, 6 month and 12 month plans. As mentioned during sign up, monthly subscriptions can be cancelled at any time without fee, however the 6 and 12 month plans are committed to in full at the time of sign up.
  
  The items shipped and delivered to Victoria ******** were shipped within their shelf life, were fresh, and were chosen based off popularity in their home country. We understand that not every snack will be a hit with every subscriber, which is why we offer customizations upon request. Victoria ******** did not request a customization until after their items were delivered, which is why they had not seen those customizations go into effect yet.
  
  Our subscription terms have been shared with Victoria ******** multiple times throughout our correspondence, and we aim to resolve this matter within those terms. Should their subscriptions be cancelled early, we will be able to process that through our Customer Support Channels in the active conversations we have with Victoria ********.
  
  We hope that the above information and submitted evidence will help close this matter, but please reach out with any further concerns. 

• Initial Complaint

  Date:03/05/2025

  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.

  I did not recieve my February box and in asking them for a refund, they lies to me twice and said they could not because it was already shipped. No tracking. Then when I demanded a refund for the money I gave them to cancel my subscription (do to not trusting g them) they said again they couldn't because the SHIPPING LABEL WAS PROCESS ON THE DAY OF THE DEADLINE TO BE ABLE TO COPENSATE THE CUSTOMER. VERY CONVENIENT. NO REFUND, HAD TO PAY TO CANCEL AND NO BOX. THEY ARE THIEFS AND CONNIVING BUNCH OF PEOPLE. DO NOT TRUST THIS COMPANY.

  Business Response

  Date: 03/05/2025

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out on behalf of Jen ******** we appreciate your time and attention in this matter. 
  
  Upon reviewing Jen *******’s SnackCrate account, we can see that they began a 6 month subscription with us on December 31st, that was cancelled early on February 26th. Their final SnackCrate was ordered on February 5th as a part of that subscription, and was scheduled to ship out by the end of February.
  
  Jen *******’s February SnackCrate was shipped out of our facility on February 24th, and they were notified it was successfully working through transit on the 28th. As laid out in our Terms of Service, our monthly SnackCrates are guaranteed to ship by the end of each month, and with Jen *******’s February SnackCrate shipping out on February 24th, that guarantee was met.
  
  We received notification that Jen ******* was looking to cancel their subscription with us on February 23rd. Our Customer Support representative was able to assist with that request and finalize the cancellation on February 26th, after Jen ******* confirmed they agreed to meet the cancellation terms.
  
  Our cancellation terms outline that if a 6 or 12 month commitment subscription is cancelled early, the subscriber is required to pay the remaining balance on the account. By this policy, when a subscription is cancelled early, we ask that the subscriber pay back the discount they received upon committing to 6/12 months. These terms were agreed to by Jen ******* upon placing their first order, and again on February 25th when they were in contact with our Customer Support team.
  
  Unfortunately, due to their February SnackCrate shipping on time by the end of the month, and the cancellation terms being agreed to multiple times, we are unable to offer a refund to Jen ******* at this time. These details have been shared with Jen ******* via email, as we have worked to resolve this matter internally.
  
  Jen ******* has been given the option to return their February SnackCrate at no cost to them, which will then result in a full refund for that order.
  
  Thank you again for your time in this regard, we hope the above information and evidence provided will assist in resolving this matter. 

  Customer Answer

  Date: 03/05/2025

  
  Complaint: 23020531
  
  I am rejecting this response because: They told me The shipping labe was processed in February 28th , not that the box was shipped.  (Every time  I inquire about this the dates and information change.).therefore because it was on the very last day to receive a refund according to their policy, they refuse. I did not recieve my February box in February and due to their wording and semantics of what 'shipping  the box" and" processing the shipping label is, is ridiculous. " 

  But I have gone other avenues, more useful and will get the word out, the customer service of this company is not ethical, reliable nor is it honest. 

  Unfortunately the box was delivered today and my friend opened it without knowing I was going to send it back.

  All, I have to say is shame on you and I have gone to the CEO and what happens after that, I guess you will find out.

  Too many other reviews that Ive read complained about this very situation and worse. 

   

  I wish I could send the emails they sent me but don't know how to shorten them to work here. You would see how they play on their words and change it up when I call them out...

  
  Sincerely,
  
  Jen *******

  Business Response

  Date: 03/06/2025

  Dear Better Business Bureau, 
  
  Thank you for the follow up regarding this situation, we regret to hear this has not been resolved as of yet.
  
  Unfortunately, we are unable to offer a refund or further compensation to Jen ******* as we have shipped their monthly SnackCrate as agreed to, and their subscription has been cancelled following the policies laid out in our Terms of Service
  
  The shipping dates and tracking details have been shared with Jen ******* multiple times throughout our emails, and we have shared some of those times in the evidence provided. Jen ******* was originally notified by our Support Representative on February 25th that the order had shipped, and in that interaction, we shared the tracking details with Jen *******. Since then, the shipping details have been gone over again with Jen *******.
  
  We hope that the information provided thus far and the evidence submitted helps in resolving this situation. If not, we are happy to continue to work with Jen ******* through our Customer Support channels.
  
  We thank you again for your time, please reach out further if needed.

• Initial Complaint

  Date:02/12/2025

  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.

  Another month I have to contact this company for my item which I’ve already paid for. They claim it’s a glitch but how many times can a glitch happen? Then they proceed to take money out for the next shipment when I haven’t even got the last one. I was promised a $10 credit but they proceed to take out the full $24.99

  Business Response

  Date: 02/12/2025

  Dear Better Business Bureau, 
  
  Thank you for reaching out on behalf of Angelique ******, we are deeply sorry for the troubles with their recent order.
  
  Their January SnackCrate was delayed following a shipping error, which was corrected yesterday when Angelique ****** chatted with our Customer Support Team. In that chat, we were able to replace their order to ship this week and offer a credit of $10.00 as compensation for the wait.
  
  This $10.00 credit was successfully applied to their account and will be added as a discount to their next month’s order, on March 4th.
  
  We hope that the replacement and additional compensation will aid in closing this matter. If there are any further concerns, we would be happy to address them with Angelique ****** through our Customer Support channels.
  
  Thank you again for your time, we look forward to a resolution. 

  Customer Answer

  Date: 02/14/2025

  
  Complaint: 22930847
  
  I am rejecting this response because:
  
  Sincerely,
  
  Angelique ******

   

  I had to contact this business again. This company is a fraud Why do I keep having to reach out to them for something I already paid for? 

  Business Response

  Date: 02/17/2025

  Hey again! 
  
  The customer has been in direct communication with our customer support team at SnackCrate. Following our most recent conversation, we successfully shipped the correct SnackCrate to the customer and also provided a discount toward their next renewal as a gesture of goodwill. At this time, I can confirm that everything is on track. If the customer has any additional questions, they are encouraged to reach out to customer support for further assistance.
  
  For future reference, all tracking details can be accessed by logging into their account and reviewing the order information.
  
  For records, I have attached a screenshot of the most recent tracking update to this reply.
  
  If the customer requires any further assistance, please don’t hesitate to direct them to our support team at *********************

• Initial Complaint

  Date:02/10/2025

  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.

  Sleezy business. Can not cancel a subscription. They say we are locked in to a 12 month subscription.

  Business Response

  Date: 02/11/2025

  Dear Better Business Bureau, 
  
  Thank you for reaching out on behalf of Sarah Cochran, we regret to hear they are looking to cancel their subscription and are having troubles doing so.
  
  Upon investigation into their SnackCrate account, it can be seen that they selected a 12 month subscription upon signing up for our service, and that this length of subscription was agreed when placing their order. 
  
  During our sign up process, there are three subscription plans offered, which each customer must manually select. These options can be seen in the evidence provided, offered as Monthly, 6 month, and 12 Month plans. The Monthly subscriptions can be cancelled at any time, however the 6 and 12 month subscriptions are committed to, which is noted multiple times throughout the sign up process. 
  
  We have not seen any attempt to reach out to our Customer Service team from the email provided here to resolve this matter internally, but inviting Sarah Cochran to do so. By reaching out and talking with our Support Team at [email protected], we will be able to provided Sarah Cochran with the proper early cancellation steps.
  
  Thank you again for reaching out, we look forward to resolving this matter. 

• Initial Complaint

  Date:01/30/2025

  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.

  This whole experience has been horrible and was similar to other complaints listed below. When I signed up, they promised pre-Christmas delivery with a Christmas crate with a 12-month subscription. They didn't deliver the Dec package until Jan 18, despite saying delivery only takes 3-5 days. As of Jan 30, they still hadnt mailed the January package. I spoke with Ken and his customer support is a joke. He had an excuse for everything and gave the impression they can't handle the business they have signed people up for. At the end of the chat, he basically said as long as they mail it out before First, Dec was held up due to holiday mail. This month they say they had a snow storm that lasted two days. They hadn't even printed up a shipping label until I called. They take zero accountability for their lack of timeliness. They are quick to take your money, but drag ther feet delivering the product. I will honor my subscription, but don't make the same mistake I did. Avoid at all costs. Buy a Munchie or International Crate instead and avoid the hassle of chasing orders every month

  Business Response

  Date: 01/30/2025

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out regarding Mr./Ms. Rick ******* account. We regret to hear they have been seeing problems with their account.
  
  Upon investigating their past orders, we can see they have placed two up to this point, their first for a SnackCrate and free promotional Holiday Crate; the second for January’s monthly SnackCrate.
  
  All first time orders are typically shipped out within 3-5 business days and arrive within 3-5 business days from there. However, given the higher volume of orders and packages working through transit around the Holidays, we did see extended delivery times. We are truly sorry for any inconvenience this delay caused and are actively working to ensure something like this does not happen again.
  
  The second order placed, January’s monthly SnackCrate has been shipped on time, following our end of the month guarantee. All monthly SnackCrates are billed for on the 5th of the month and ship out by the end. This timeline allows enough time for our featured snacks to be shipped from their home country, processed through international ports, arrive to our facility and ship out to each customer.
  
  This shipping process is outlined on our website and in our Terms of Service, but we regret to hear this is not what was expected. Mr/Ms. Rick ******* orders have been shipped and the second should be delivered shortly.
  
  We hope that the above information provides insight to the SnackCrate process, and we are able to work towards a resolution. 

  Customer Answer

  Date: 01/30/2025

  
  Complaint: 22877877
  
  I am rejecting this response because: So to get me to sign up on Dec 17, according to what you wrote above, you should have mailed out by Dec 23 at the latest. Why didn't I receive it until January 17? If you can advertise that you're going to do it by a certain day and then use the excuse that you have until the end of the month to mail it, it's pretty unprofessional. It takes no accountability for the tardiness.

  You had made no attempt to deliver my package this month until I chatted today with Ken. It was then when he printed a shipping label and said it will be out soon. You would think if you were late in December, you would make a better attempt at getting the crate to us at a reasonable time in January, not Jan 30.

  Like I said, you advertised pre-Christmas delivery and it got here Jan 17. You had no shipping details on the January crate until I called today, Jan 30 and mailed it out approximately an hour later. You do not tell the customers, in any advertisement, that they will not get their crate until the following month, after you have collected a second payment and that pattern will continue throughout the subscription.

  
  Sincerely,
  
  Rick *****

  Business Response

  Date: 02/13/2025

  Hi again,
  
  Our fulfillment team successfully processed Mr. ******* first order on December 30th. After reviewing the tracking details, I can see that while the estimated delivery date was January 6th, the package arrived much later than expected. I completely understand that this delay is frustrating, and while we strive for timely deliveries, we do rely on USPS to ensure SnackCrate's reach their destinations on time. Our logistic team is further looking into this matter to ensure this does not occur going forward.
  
  Following that first order, Mr. ******* subscription is set to renew on the 5th of each month for that month’s featured country crate. After the renewal, we order the snacks, and all renewing subscribers can expect their crates to ship by the end of the month. For January, this would have been January 31st. Our fulfillment team works hard to ship all orders as quickly as possible, but must wait for the snacks to arrive before packing and sending out that month’s crates.
  
  For February, Mr. ******* subscription successfully renewed, meaning he is set to receive this month’s featured country crate. This shipment will go out no later than February 28th.
  
  If he has any further questions, please feel free to reach out to our customer support team at [email protected]—we’d be more than happy to assist.

  Customer Answer

  Date: 02/14/2025

  
  Complaint: 22877877
  
  I am rejecting this response because: You shouldn't be advertising that customers can order by a certain date to meet deadlines, then accept no blame, even though you waited until the end of the month to start the process.

  In Dec, your excuse was holiday mail but you didn't mail them out until the holidays were over. In Jan, the delay was due to you getting snow.

  Mailing a Christmas crate out on Dec 30 when you guaranteed it there by Christmas doesn't seem to be doing your best to meet deadlines. Don't wait until the end of the month to mail the packages if you have trouble meeting deadlines, especially when your ads say otherwise to get you to sign up. I will complete my end of the agreement, but then wash my hands of this unprofessional business and their constant excuses for not being able to get your deliveries on time.

  I also noticed by snack crate was completely different than the first two after I complained and had less stuff in them. No worries. I just hope other people read this before making the same mistake I did and maybe they can avoid the excuses.

  
  Sincerely,
  
  Rick *****

• Initial Complaint

  Date:12/27/2024

  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 ordered from snack crate. I read the fine print and it said that I could cancel anytime. I attempted to cancel and was told that I cannot cancel unless I finish the subscription. Which is 12 months. They explained to me that I used one month and still had 11 months to fulfill. When I signed up, I looked through the fine print and saw that I could cancel anytime. They are not canceling my subscription unless I pay a fee to cancel.

  Business Response

  Date: 12/27/2024

  Dear Better Business Bureau, 

  Thank you for reaching out regarding Melissa ****'s account, we look forward to a swift resolution. 

  Upon signing up, Melissa **** selected a 12 month subscription that included a heavy discount on the first order, for committing to that length of plan. During sign up, there are three plan option: Monthly, 6-Month, and 12-Month. The monthly subscriptions are able to cancel at any time and are recommend for customers looking to purchase just one SnackCrate. The 6 and 12 Month plans are committed to upon placing the order, and are scheduled to run for the entirety of the plan length. 
  
  The commitment details are outlined during the sign-up process and can be seen in our Terms and Conditions. However, we are able to process an early cancellation in specific situations, provided the promotion that was honored for committing to the 6/12 months is returned. This is due to the fact that the promotion is offered in exchange for that commitment, so if the commitment is not met, the promotion can no longer be honored. Please see the attached evidence where these terms are outlined. 
  
  Melissa **** has reached out to our Customer Support Team, but we have not received a reply from them yet. Once we hear back from Melissa ****, we will be able to work through the cancellation process with them. 

• Initial Complaint

  Date:12/26/2024

  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.

  This has been the most ridiculous experience I’ve had with a snack subscription The false advertising guarantee people shipments by Christmas customer service team lied and said I was guaranteed to get my holiday pre orders in time for Christmas which was ordered over a month ago for Black Friday which the order was never shipped and the gift subscription that I paid for in FULL for my niece also never shipped and I was also informed that the policy for all gifts subscriptions are to ship 3-5 days after order placement which also never shipped and they also billed me for December crate which also never shipped I’ve sent several emails including a email requesting a REFUND and account cancellation. For all of my orders which was never responded to which has led me to post here on BBB hopefully this can be resolved.

  Business Response

  Date: 12/26/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out on the behalf of Shayla ********; we regret to hear they are having troubles with their orders. 
  
  After looking into Shayla ********’s account, we can see that they have an active monthly subscription, purchased a pre-paid gift subscription, and placed an additional order from our CandyBar site. Each of these orders are different and can experience varying shipping times, but we can see that the outstanding orders have been shipped.
  
  For Shayla ********’s gift subscription to T. ********, we can see the first SnackCrate in this purchase, a Mystery SnackCrate, has been shipped and will arrive in 2-3 business days. The CandyBar SnackCrate order was shipped and delivered on December 21st. And, the December SnackCrate and free Holiday Crate that were ordered in the regular monthly subscription have been shipped as well.
  
  Unfortunately, since all of these orders have been shipped, we are unable to cancel any for a refund. However, if there are any concerns regarding the delivery timeline, we would be happy to assist Shayla ******* through our Customer Support channel.
  
  A response to Shayla ********’s recent email will be sent today, as our office hours have been affected by the recent Holidays.
  
  Thank you again for your time and care regarding this matter, we look forward to a resolution. 

  Customer Answer

  Date: 12/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22727401, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shayla ********