ComplaintsforSnackCrate, Inc.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have asked repeatedly for them to stop trying to charge my card and they keep doing it. I have to keep my card locked all the time. I hate the service and I can’t afford it

  Business response

  08/12/2024

  Ms. ******* originally signed up for a 6-month snacking subscription plan in 2023, with the expectation of completing the full plan before closing out her subscription. She had only one month left on her plan, but the subscription has been failing to renew for some time due to a payment issue.
  
  Recently, Ms. ******* reached out to our customer support team at SnackCrate. After discussing the situation with a supervisor, the decision was made to close the account associated with the email address provided in her complaint. Moving forward, she will no longer be billed by SnackCrate, and she is not required to complete the remaining month of her original subscription plan.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 3rd 2024 signed up for snackcrate.com Could not access my account, I notified snackcrate told them this is a scam, i told them to stop, They confirmed. then they shipped a order and billed me. i emailed them to stop. they confirmed. they did it 2 more times. refused the boxes from the USPS, carrier walked away with them. Out of my control, They lost them, So i loose money for that,, i talked with snack crate by "chat" and they do not care... So since the carrier did not return the product i get stuck with the bill...

  Business response

  08/09/2024

  Mr. ****** reached out to SnackCrate customer support to change his email from his work address to his personal one. He initially signed up to receive a promotional crate offer, which enrolled him in a 12-month commitment plan that renews on the 5th of each month. During a conversation with a support representative, it was explained that by opting for the promotional deal, he committed to a 12-month subscription. After this period, the subscription was set to end.
  
  However, Mr. ******’s subscription remained active and renewed for two additional months. He expressed that he wanted to refuse delivery of the crates sent to his location so they could be returned for a refund. It was explained that for a refund to be processed, the crates would need to be returned to our location in Pensacola. Once received, Mr. ****** would be notified by email to confirm his request for a refund.
  
  Unfortunately, SnackCrate has not yet received the June and July crates, and the tracking information for the refused crates shows that they were delivered to the address on file. As a result, SnackCrate is unable to process any refunds at this time. However, once those do arrive, at that time SnackCrate will be able to find a resolution for the refused crates.
  
  In the most recent communication, a SnackCrate support representative assisted Mr. ****** in closing his account entirely. Moving forward, he will no longer be billed by SnackCrate.
  
  If Mr. ****** has any further questions, please reach out to us directly at [email protected], or connect with an agent via Live Chat so we can help! Live Chat is available on our website Monday-Friday from 9am-1am Central Time.

  Business response

  08/09/2024

  Mr. ****** reached out to SnackCrate customer support to change his email from his work address to his personal one. He initially signed up to receive a promotional crate offer, which enrolled him in a 12-month commitment plan that renews on the 5th of each month. During a conversation with a support representative, it was explained that by opting for the promotional deal, he committed to a 12-month subscription. After this period, the subscription was set to end.
  
  However, Mr. ******’s subscription remained active and renewed for two additional months. He expressed that he wanted to refuse delivery of the crates sent to his location so they could be returned for a refund. It was explained that for a refund to be processed, the crates would need to be returned to our location in Pensacola. Once received, Mr. ****** would be notified by email to confirm his request for a refund.
  
  Unfortunately, SnackCrate has not yet received the June and July crates, and the tracking information for the refused crates shows that they were delivered to the address on file. As a result, SnackCrate is unable to process any refunds at this time. However, once those do arrive, at that time SnackCrate will be able to find a resolution for the refused crates.
  
  In the most recent communication, a SnackCrate support representative assisted Mr. ****** in closing his account entirely. Moving forward, he will no longer be billed by SnackCrate.
  
  If Mr. ****** has any further questions, please reach out to us directly at [email protected], or connect with an agent via Live Chat so we can help! Live Chat is available on our website Monday-Friday from 9am-1am Central Time.

  Customer response

  08/12/2024

  
  Complaint: 22106727
  
  I am rejecting this response because:
  I did change me email address, since the site would not let me sign up using my personal email.  That seem like a scam. I had to call that in. 
  

  I reworked to be stopped by phone and email.  When I signed up. Due to the fact I could not access my account !   Since the first day. This all sounded like a scam and over priced
  Sincerely,
  
  Paul ******

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled my subscription last month and then this month they charged my card. I want a refund and I want it canceled

  Business response

  08/07/2024

  Dear Better Business Bureau, 
  
  Thank you for bringing this complaint to our attention. Upon reviewing this customer’s account, we can see their subscription is currently active, and has not been cancelled. This customer began a monthly subscription with us on July 2nd, 2024 that can be cancelled at any time through their SnackCrate account.
  
  Their account activity shows no record of the customer requesting a cancellation, nor did they request a cancellation with our Support Team until August 5th, after their subscription renewed for its second month.
  
  We have reached back out to this customer via email and look forward to assisting them further. 

  Customer response

  08/08/2024

  
  Complaint: 22104119
  
  I am rejecting this response because:
  I want my subscription cancelled today 
  Sincerely,
  
  Shelly *******

  Business response

  08/09/2024

  Dear Better Business Bureau,
  
  Thank you for reaching back out in regard to this matter. This customer’s subscription has been cancelled, and their latest order refunded, after reaching out to our Customer Service Team.
  
  We appreciate your time and effort to help resolve this issue.

  Customer response

  08/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22104119, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shelly *******

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have an annual subscription for the original box size which is $29.99 but have been charged $50 per month since February 2024. Why is my account being over charged without notice or without me adding add-ons?

• Initial Complaint

  06/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started a 6-month subscription in April 2024 and I paused my subscription thinking it would be paused until I unpaused it, however that is not the case as I was charged for June. I am now trying to cancel my subscription, which upon signing up they tell you “cancel any time”, guess they found a loophole right? Cause now I’m trapped in this subscription until October 5th. I’ll have to keep pausing every month to avoid being charged. This is such a scam and I want my money back and my subscription canceled now.

  Business response

  06/05/2024

  Hello there,

  Thank you for writing in and voicing your concern. Our team looked into this issue further and see that you did pause your subscription at the end of April. Subscription pauses only last 30 days during that period, and this would have resumed again on June. If you ever need to extend the length of your subscription pause period then you may reach out to our Support Team through email and chat, that way they can assist you further. Additionally, we did see that you reached out this morning when our Support Team was offline so they'll be able to reach back out to you for your inquiry before the week ends.

  We have gone ahead and issued a refund back to your card for the recent charge made on June since you're not interested in receiving this product for the month. That will be returned to your bank statement in 5-10 business days, or earlier depending on your card issuing company's process.

  Your subscription is paused until August 5th, 2024 and won't be charged until that billing period has been reached.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is a monthly subscription base for snacks. I subscribed monthly for a price of forty nine dollars and zero cents. Iv been attempting to cancel for the last two months but it seems like everyone and myself included have a complaint of the company purposely not loading the login page on their website. I'm looking to cancel my subscription and receive a refund for the last 2 months.

  Business response

  04/26/2024

  Hi there,
  
  Thank you for writing in and voicing your concerns, we understand this isn't ideal as a SnackCrate customer. 
  
  We looked further into your account here and see that you originally signed up for the Ultimate Plan for a 12-month subscription plan. While your subscription plan does lock you into a 12-month subscription, you may reach out to our team to cancel at any time if circumstances change. 

  Additionally, it looks like you haven't contacted our Support Team in regards to having issues logging in, we greatly encourage all customers to reach out to our team when this happens, especially if you want a matter like this solved as soon as possible. Upon contact, our team will send you a new Account Reset Link as well as assist you with anything else regarding your SnackCrate account. You may reach out to them at the link referenced at the end of this message, and you can mention as well that you contacted us here.

  We will forward this account issue over to our technical team to look into and resolve, that way this matter doesn't happen again for customers like you presently and in the future.

   

  Help Center: **************************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a order on 4/16/2024 and received a email receipt stating "Click the link below to track your crate. It may take up to 24 hours for the link to update." It has been more than 24 hours, it's been over a week with no update and no further communication from the company. I attempted to reach out via email with no response from the company.

  Business response

  04/25/2024

  BBB of Northwest Florida,

  The customer reached out to SnackCrate Support via email on April 23rd, to inquire about the status of their order. An agent from our team promptly responded the next day, April 24th, and provided a detailed explanation about their subscription service, as well as the tracking information that the customer requested. We have since shipped the product, and can confirm that it is currently in transit. The customer can track the order using the following tracking number on the USPS website: **********************.

  
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a single one month crate for the month of February. Then immediately canceled. April I get a crate in the mail and started looking in my bank app to see if I was charged. I was charged back in March and then delivered in April. I went to my account and confirmed I had already canceled. I want my money back for the crate and I want confirmation my account is canceled!!!

  Business response

  04/15/2024

  Hi there,

  Thank you for writing in regarding your recent concern. We looked into this issue here with our team and see that a member of Support had addressed your issue by canceling your subscription, and in addition to that provided instructions on how to return the recently delivered SnackCrate back to our fulfillment center for a full refund. 

  Once that SnackCrate has been returned back and marked so on your tracking link, then our team will be able to issue that full refund back to the associated payment method. Since we saw that you viewed that email, we assumed that you had understood the conditions of the refund process. Feel free to reach back out to a member of the Support Team for additional assistance when needed.

  We appreciate you choosing SnackCrate for your snacking needs and apologize for any inconvenience that happened recently. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have emailed twice asking for an update on my March box as it says it was delivered but I haven't seen it and I have received no response from anyone.

  Business response

  04/12/2024

  Hello Christopher,

  We received your email requesting the whereabouts of your March SnackCrate, and we sent a reply first thing this morning. As I mentioned in my email, I do apologize for the delay in our response, as we've been working through a higher-than-normal email volume this past week. However, I can confirm that your March order was marked as delivered on April 11th, and I have uploaded documentation of the same tracking link I provided in the email for your reference.

  We hope you enjoy your snacking adventure! If you have any further questions, please let us know!

  Customer response

  04/15/2024

  
  Complaint: 21554873
  
  I am rejecting this response because:
  For some reason i didnt receive any emails back to my correspondences 

  You state that it was delivered on the 11th but I have no confirmation from the shipping company or the box anywhere in site , at this point I just don't want to be charged anymore or deal with this service thank you.

   

  
  Sincerely,
  
  Christopher ********

  Business response

  04/17/2024

  Hi there,

  Upon reviewing the email sent out to you from one of our representatives, our platform indicates that you viewed this email yesterday on April 16th, 2024. Since we did not receive a response from you during the time period of this interaction, and our team has sent out the tracking link in reference to your order then we can assume that the matter has been resolved.

  If you still need assistance on that order, require a replacement, or would like to make changes to your account then you may resume contact from that email or contact our Support Team again on [email protected] if you wish. An attachment has been included on this response reference our point of contact with you.

  Our Support Team would be happy to assist once you get back in touch. Have a great week ahead.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  So I’ve been emailing them for a week now. I have screenshots of the link I was originally sent and it said Michigan and I’m in Louisiana. They sent a second link saying it was delivered to Gonzales but it wasn’t. I haven’t gotten a response yet since I sent the screenshots. I just want my snack crate please! I love snack crate and never had this problem before.

  Business response

  04/11/2024

  Hi there,
  
  Thank you for writing in and expressing your concerns. We're sorry to hear that your SnackCrate didn't arrive as expected, and we understand this isn't ideal.
  
  Our team has verified the information you provided and issued a new SnackCrate replacement to be shipped out soon. Once those snacks have been packed then a new email will be sent out to you containing your tracking link. To compensate for the inconvenience, this has been upgraded as well so that you'll be able to enjoy them to the fullest.
  
  If you need help with your order or have other concerns, please reach out to our Support Team by email to [email protected] - we appreciate you choosing us for your snacking adventures and wish you a great week ahead!

  Customer response

  04/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21552303, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Georgia ***********

*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. ↩