ComplaintsforBump Boxes

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a subscription box for a friend for the sixth-month period, from 10/23 to 4/24. Reviewing my CC status, I realized I was still charged for this subscription after the sixth-month timeframe. I requested a refund for the months sent without my permission, and they replied, stating that if I didn't cancel, it would auto-renew, unbeknownst to me. I did not sign up for this when I made the initial purchase. They need to reimburse me for the months I did not request.

  Business response

  08/05/2024

  Hello,

  
  Thank you for reaching out with your concerns.

  Per our terms and conditions, and the information listed at checkout, we do work on an auto renewal basis. At this time, we cannot offer a refund. We do, however, appreciate your business and feedback. Thank you!

  Customer response

  08/05/2024

   I am rejecting this response because:
  
  At the time of purchase it is not plain to see the auto renewal policy. I signed up for a six-month subscription and should not be charged any further unless notified that the subscription is moving to auto renewal. This type of behavior is unacceptable to consumers and is a complete violation of the trust I put into your company when I initially purchased the service. To continue taking my hard earned money from my account without my permission is an infringement on my rights as a consumer. I would like a full refund for the months I did not approve personally from May - august 2024. I finally found your terms of service and it took a minute to find the area of auto renewal which is at page 50 or so. This is not how you should treat your customers who have committed to a subscription of service and trust you to take care of their cc information. Your business practices/ terms of service are unrealistic to the average person and you should change your approach to better service your customers. I have purchased many products and subscriptions and this has NEVER happened before and you should be ashamed of yourself! I work hard for my money and deserve a refund and the items I did not order! 
  mahalo

  ***** ****

  Business response

  08/06/2024

  Our auto renewal terms are not only listed at checkout, but in our terms and conditions. We cannot provide a refund at this time.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They automatically renewed my subscription with no notice asking if I wanted to renew it. It doesn’t make sense that anyone would renew it after the baby was born. I believe their cancellation policy is designed to take advantage of the consumer. Also they make the cancellation a very difficult process.

  Business response

  08/02/2024

  Thanks for reaching out.

  We operate on auto-renewal, and we get that managing subscriptions can be overwhelming. You're in control, and we provide all the details in our communications and under the checkout button.

   

  We can't cancel an account unless the account holder gives the go-ahead. And we always send a confirmation email if we cancel for the account holder. You didn't reach out to us prior to the renewal period.
  
  
  We cannot offer refunds. When you bought your subscription, you agreed to our terms and conditions, including the no-refund policy for subscription boxes.

  Customer response

  08/04/2024

   I am rejecting this response because:
  
  I believe it is bad business and it deceived the customer. I signed up for a period of time before the baby was born. They did not send me a notice asking if I wanted to renew my subscription. This is absolutely designed to scam the customer and their policy needs to be changed!!

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 6-month Bump Boxes subscription for my daughter, expecting it to end after six months. Instead, they kept charging me for additional months without clear disclosure of their deceptive auto-renewal policy. When I reached out, they refused to refund the 1 month over charge. I will go out of my way to warn everyone in my to avoid Bump Boxes like the plague

  Business response

  07/11/2024

  Hello *****,
  
  Thank you for taking the time to contact Bump Boxes and the BBB in an effort to resolve your concerns about your subscription.  I've carefully reviewed your communication with our team.  I'm terribly disappointed in how your concerns were handled.  We're moms too, and sometimes we get caught on a bad day, however that should never affect our customers.  
  
  Upon further review of your orders, I see that you've already disputed the 7th charge with your bank.  We have decided to accept this dispute as a loss on our part, so your bank should be in touch with you on the status of your refund.  Please contact your bank directly if you have not yet received a refund or status update about the disputed charge.
  
  The July order has already shipped, but as mentioned, the charge for the July order was disputed.  You will not incur any additional charges. You can keep or donate the July order as you see fit.
  
  If we can do anything else to help, please let us know.
  Wishing you and your family the best.

  Customer response

  07/16/2024

  I have not received the refund as of yet. Still waiting for the refund. 

  Customer response

  07/20/2024

  They are now trying to charge a credit card I cancelled. Last year that I lost. 

  Business response

  07/22/2024

  Hello!

   

  Since this was disputed with your bank, you will need to reach out to them so that they can let you know how/when a refund will be issued. Thank you!

  Customer response

  07/22/2024

   I am rejecting this response because:
  
  My bank has already contacted bump box and has not received a response that they will agree to the refund. See above attachment from my bank. 

  Business response

  07/25/2024

  Hello *****,
  
  Thank you for reaching back out in regards to the disputed charge originally processed on 7/2/2024.  We accepted the dispute on 7/10/2024 as shown in the attached documentation.  Please contact your bank directly for an update on your refund of $49.04.
  
  Thank you,

  Customer response

  07/26/2024

   I am rejecting this response because:
  
  I have sent evidence from my credit card company again that Bump box has still not responded to their request to acknowledge  the  fraudulent charge. I tried 4 times as per previous emails to right this issue before involving my credit card company and Bump Box refused until I contacted the BBB. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i subscribed to a 6 month subscription (specifically 6 months, there were other choices for the amount of months to subscribe). I did not know that even if you specifically signed for 6 months that you had to go in and cancel. So I have been charged since my order in December 2022. I received an email notice that the bump boxes were undeliverable and they would place a hold on the order. The email first sent Dec. 13th 2023 went unread with the Christmas rush. I did receive 2 other emails saying they were placing my order on hold because it was undeliverable. However my credit card has been continually charged and no merchandise was delivered. Now i Have paid 19 months on a 6 month subscription. The store will allow me 4 months of choosing other bump box merchandise, but no further refund. I find this unsatisfactory and feel that Bump Box misrepresented the subscription and has kept my money 13 months past my subscription.

  Business response

  07/11/2024

  Hello *****,
  
  Thank you for taking the time to contact Bump Boxes and the BBB in an effort to resolve your concerns about your subscription.  I've carefully reviewed your communication with our team and want to help come to a mutual solution.
  
  First, your subscription has been canceled effectively 7/10/2024.  July was the last payment and you will not incur any further charges with Bump Boxes or Bitsy Boxes.  We appreciate your honest review regarding our automatic renewal policy.  I've shared your feedback with leadership in an effort to constantly improve our service and communication with moms and gifters.
  
  Typically we are unable to offer refunds for subscription payments, however your account was in a unique circumstance since the intended gift recipient had moved and we no longer had a current shipping address.  We had previously offered your store credit for the last 4 months (July, June, May, and April), however we did not properly address the undeliverable shipments you were notified of for November, December, and January.  In an effort to make things right for you, I've issued you store credit for the boxes that were shipped, but then returned back to our facility.  You now have 3 store credits, valued at $59.90 each for a total store credit of $179.70.  I've attached a copy of your account page with us that includes details of each store credit code.  These do not expire and can be used at both bumpboxes.com and bitsyboxes.com
  
  I noticed that we had canceled the shipments for the last 4 months, so rather than send you a store credit, we've issued you a refund to your credit card for the last 4 orders, valued at $59.90 each for a total of $239.60 back to the credit card on file.  Please allow your bank a few business days to process and post the refunds to your statement.  I've emailed you receipts for each transaction to the following email address (********************).
  
  Please note that your account payments were on hold for the months of February and March, as we had hoped to have received an updated shipping address or communication from you during that time.  There were no payments during these months.
  
  If we've missed anything or you have other concerns about your previous purchases with us, please don't hesitate to let us know.
  We appreciate you and wish you the best.
  

  Customer response

  07/13/2024

  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. I do appreciate the BBB assisting in this resolution.  I would have preferred reimbursement for all charges after my 6 month subscription.  When I placed my order for a 6 month subscription I believed that I would be incurring a  6 month charge at $59.90 for a total of $359.40. What I ended up with is paying Bump Boxes 10 months for a total of $599.  I do have 3 store credits that I would have rather had my money returned, but will accept as part of the resolution. I did not receive any merchandise April, May, June, July which are the months they are refunding my money. My daughter and granddaughter would have benefitted from that cash instead of Bump boxes.

  ***** ******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I put in an order for a free breast pump and gave the correct insurance information. Per their information online this company was to verify insurance benefits to assure I was covered. They shipped me a pump on March 26th, it was delivered 4/10/2024. I was under the assumption insurance covered it as i had not received an email or a bill that said otherwise from this company. I received a bill in the mail on June 30th for $350.00 from Bump Boxes / ****** ******* for the breast pump I thought had been paid through insurance. I would never have ordered a pump if it was not covered when benefits were checked.

  Business response

  07/12/2024

  Hello!
  
  Thank you for contacting Bump Boxes and the BBB to help us come to a mutual solution to resolve your complaint.
  
  We've carefully reviewed the claim details with your insurance company, and it was found that the claim was denied due to there being another primary insurance other than what was provided to us. Only your primary insurance will cover the cost of the pump (and any additional items), and the insurance submitted to us is reporting they were your secondary insurance. We've sent you an email directly requesting updated information so we can resubmit the claim with your primary insurance.
  
  We appreciate your patience and willingness to come to a mutual solution. If you have additional comments regarding this specific complaint, please reply. Otherwise, you may initiate further communication with a manager directly by indicating "ATTN Escalation" in the subject line via ****************** 
  
  Wishing you and your family the best.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased the 9 month plan for my wife, which ended July 1. I tried to cancel in June, but I was presented with a $25 cancellation fee, so I figured I would wait until July when the 9 month period was over. Lo and behold I was charged a renewal on July 2! That gives me a 1 day window to cancel.....talk about predatory and scummy. I contacted the company support on July 6 and this was their response: Hi there! Your business means the world to us, and we genuinely appreciate it. Our management would like to gently remind you that, in line with our terms, once a payment has been processed, we're unable to cancel boxes or offer refunds. It has been 4 days, it is not like the box already left the warehouse, you can easily cancel and refund but you choose not to. You are choosing a $41 charge over my and anyone else I meet's business

  Business response

  07/10/2024

  Hello ****,
  
  Thank you for contacting Bump Boxes and the BBB to help us come to a mutual solution to resolve your complaint. I've carefully reviewed the communication with our team that you initiated on 7/6/2024.  I was not able to locate any previous communication in June under the email address or phone number associated with your account.  If you have record of that, I would be more than happy to review and ensure our team provided you with an accurate and clear response.
  
  You are correct that you met your 9 month subscription commitment with the success of the June payment.  This means you can cancel anytime between the success of one payment, to the next.  You're in control, and we provide all the details in our communications and under the checkout button (attached). We can't cancel an account unless the account holder gives the go-ahead. And we always send a confirmation email if we cancel for the account holder.
  
  I understand that this information isn't as helpful in hindsight.  We appreciate your honest feedback to help us improve our communication with our customers, before, during, and after they've joined us.  At this time your July order has already shipped via *** **** *********** (tracking number:  **************************).  *** estimates that it will arrive by Monday, July 15th.  Once you've received that box, you can mark it "refused, return to sender" or request a return label from us.  Once we've received your return, we can issue you a refund back to the original payment method.  
  
  We appreciate your patience and willingness to come to a mutual solution.  If you have additional comments regarding this specific complaint, please reply.  Otherwise you may initiate further communication with a manager directly by indicating "ATTN Escalation" in the subject line via ****************** 
  
  Wishing you and your family the best..

  Customer response

  07/15/2024

  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.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company continues to charge me for a 6-month subscription that was fulfilled in May 2024. I purchased a six-month subscription for my grandson's mother while she was pregnant on December 31, 2023. I paid for 5 additional months. I did not expect to be charged in June 2024. When Bump Boxes attempted to charge my card, I replied to an email from Bump Boxes letting them know that I fulfilled my 6-month subscription and asking that they no longer charge my credit card. I also contacted the company at ****************** on 6/15/2024, asking that they cancel my subscription and cease charging my credit card. I am unsure why a pregnancy-related company would automatically renew a pregnancy subscription. It seems unethical to me. Pregnancies have a definite duration. Anyone purchasing would not assume they were signing up for a never-ending prescription. The bump is gone. There is no longer a need for a bump box. I am tremendously disappointed in this company. Bump Boxes attempted to charge my credit card $46.32 on 6/15/24 twice, on 6/17/2024, 6/18/2024, 6/20/2024, 6/22/2024, 6/23/2024, 6/25/2024. Bump Boxes charged my credit card $46.32 on 6/27/24. I disputed the charge with my credit card company.

  Business response

  07/01/2024

  We operate on auto-renewal, and we get that managing subscriptions can be overwhelming. You're in control, and we provide all the details in our communications and under the checkout button.
  
  We can't cancel an account unless the account holder gives the go-ahead. And we always send a confirmation email if we cancel for the account holder.
  
  We cannot offer refunds. When you bought your subscription, you agreed to our terms and conditions, including the no-refund policy for subscription boxes.

  Customer response

  07/01/2024

   I am rejecting this response because:
  
  I signed up for 6 months of bump boxes. I paid for 6 months of bump boxes.  I asked to cancel the subscription on 2 occasions and my card continued to be charged despite my requests to cancel. Please see previously attached documents. 

  Business response

  07/02/2024

  We emailed you back at the first email we received from you regarding cancelation. Our auto renewal is in our terms and conditions, which you agreed at point of sale. Since you have disputed this with your bank, we cannot issue any refunds, as it is now in their hands.

  Customer response

  07/02/2024

   I am rejecting this response because:
  In review of the email that I received from your company on 12/31/23, as a response when I signed up for a 6 month subscription, it indicates that I can cancel the 6 month subscription (that is in actuality an infinite subscription) at anytime by contacting you at ******************.

  I contacted you at ****************** on June 15, 2024 two times requesting to cancel the infinite 6 month subscription. 
  

  Bump Boxes continued to charge my credit card on 6/17/24, 6/18/24, 6/20/23, 6/22/24, 6/23/24, 6/25/24, and 6/27/24. 
  

  I have yet to receive anything from Bump Box indicating that my 6 month (infinite) subscription is cancelled. 
  

  I would like you to reverse the charge that you made to my credit card on 6/27/24, in the amount of $46.32, well after you received two written request to ******************, requesting immediate cancellation of my 6 month fully fulfilled subscription.  
  

  I feel like your practices are detestable.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I put in an order for a free breast pump and gave the correct insurance information. Per their information online this company was to verify insurance benefits to assure i waa covered. They shipped me a pump on January 16th and i was under the assumption insurance covered it as i had not received an email that said otherwise from this company. I received a bill in the mail on June 18th for $300.00 from Bump Boxes for the breast pump I thought had been paid through insurance. I would never have ordered a pump if it was not covered when benefits were checked.

  Business response

  06/27/2024

  Hello!
  
  Thank you so much for reaching out to let us know about your experience. I do apologize for any confusion or frustration this has caused. We confirmed there was a filling error which triggered the bill received, but it has been corrected and any outstanding balance has been adjusted off!
  
  There is no outstanding balance and this has been communicated directly with the Patient. 

  Customer response

  06/27/2024

   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.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/6/2024 I completed the online process of ordering a ******* M5 Wearable Breast Pump DOUBLE that I was told would mostly be covered by insurance. During this transaction I paid $57.24 and received an email with the receipt which stated that the original cost of the pump is $199.99. On 2/7/2024, I received an email with an urgent request for my medical insurance information even though I provided it online at the time of placing my breast pump order but I provided it to them again via email. On 2/14/2024, I received another email from them stating the following: "After reaching out to insurance to confirm coverage for your breast pump they did inform me that insurance will only cover 80% of your breast pump cost being that you have met your deductible. Therefore, you will be responsible for the remaining 20%. That is $60.00 This will have to be paid before your breast pump can ship out." This didn't make sense since 20% of $199.99 would be about $40 and that's what I said when I responded. I also contacted my insurance and they said its normal for companies to bill them a higher amount than retail value so I paid them an additional $60 on 2/15/2024. After I received the pump, my insurance sent an EOB saying that I owed $249.50 since my deductible wasn't met and I got a bill in the mail from Bump Boxes for $249.50 even though I've already paid them $117.24. I tried calling the number on the bill during normal business hours but had no option to speak to someone and had to leave a message to be called back. Since the retail value of the pump on their initial receipt is $199.99 and I've already paid them $117.24 I think I should only have to pay them an additional $82.75 since my insurance didn't pay them anything. If I would've known that it wasn't going to be covered I would've bought it directly from ******* or ****** because I would've only paid $199.99 without all of the hassle and without Bump Boxes trying to get me to pay $366.74 for a $200 pump.

  Business response

  06/21/2024

  Thank you for taking the time to leave us a review with our team at the BBB. 
  
  Our Agents confirmed the billing status has been adjusted and the Patient has no payment responsibility. Originally, the insurance company communicated to Bump Boxes that they would only cover the breast pump at 80%, which is why we invoiced the remaining 20%. However, the insurance company also didn't disclose the deductible was applied. This has since been corrected and we can confirm there is no outstanding balance. This has been communicated to the Patient. 
  
  Again, please accept my apologies for any confusion or frustration you've experienced throughout this process. We appreciate your feedback, and the opportunity to make this right for you! 
  

  Customer response

  06/27/2024

  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.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I wrote into Bump Box on Feb 2 via email regarding an email I received from them for a renewed subscription. I asked at that time to cancel my current subscription, which they did not do for me. I have in email from them stating that they would not be charging me further and since then I’ve paid them for 3 months more at $43.40 each time. I then immediately took to email to tell them to stop my subscription again and refund me these 3 months. They didn’t do a single thing for me, not an apology and absolutely no refund back. They said they didn’t do anything wrong and it was in the “fine print agreement.” This is the absolute worst customer service experience I have had and I’m a sales manager for an automotive company so if anyone has an idea about disgruntled customers and how to please them, it’s what I do for a living and we’re talking about vehicles.. not a $43 box that this company refused to refund.

  Business response

  05/08/2024

  Hi ****,
  
  Thank you for contacting our team and the BBB to help us come to a mutual solution for your subscription concerns.  I've carefully reviewed the ommunication with our team.  I understand that you received an email from us in February in error that created some confusion with your account and payment status.  As highlighted in the attached document, the agent did confirm that you had 2 payments remaining in your 9 month commitment.  This could have been more clearly communicated as specifically your March and April payments.  I can understand how that could have been read, and I would be frustrated as well. I'm sorry for the extra stress this has caused you and your family.
  
  As communicated via email on 5/8/2024, you have been issued a refund for the canceled May order as that payment was made outside of the original timeline we provided on 2/2/2024.  Please allow your bank a few business days to process and post the refund to your statement.  We cannot offer you further compensation at this time as you agreed to a 9 month subscription and have paid for and received those 9 orders.  
  
  Thank you.

  Customer response

  05/08/2024

  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.

  However, I want to note that the representative did not offer this to me until several correspondences back and forth and I mentioned I would be filing a complaint with BBB. It shouldn’t have had to escalate here in order for me to receive part of my money back.

*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. ↩