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Business Profile

Organic Food

Farmbox Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Organic Food.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/06/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered from farm direct a month ago, got a ‘shipped’ email (no tracking numbers) and waited…. No package 2 weeks. Called, they said some sort of address problem…2 weeks pass with no further info. Three emails (not returned) and two phone calls later a month after ordering the rotten fruit and bruised vegetables arrived. Less than half the order is edible. Will never use them again.

  • Initial Complaint

    Date:02/06/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 order anything from this place and today 2/5/2024 my 23 month old daughter sky brown received a package from you guys. I have no idea who you guys are or who sent this to her. Or how someone got her information. I’m not happy about this. And the food that was in the box was nasty looking and I through it away

  • Initial Complaint

    Date:08/04/2022

    Type:Billing Issues
    Status:
    Answered
    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 created an account with FarmBox Direct to check out the program because that is the only way to check out pricing. A week later I got an email on a Tuesday at 6pm to log in and customize my order. So I did and played around checking the pricing. After seeing how expensive it would be, I decided against it and canceled the account. $5 per item = $55 for the box. Items inside: 4 oranges, 2 sweet potatoes, about 10 brussels sprouts, 1 head of broccoli, 2 avocados and a small bunch of carrots. On Thursday I see my bank is about to be debited for the box that I canceled. I immediately emailed them, I left them a message and I called the next morning only to be told that they refuse to cancel the order that it is already too late. Even though I canceled it two days earlier. A week later (today) I find a hot Farmbox direct box at my door and open it to find rotten broccoli and brussels sprouts with two of the oranges have rotten spots. How is this even a good deal.

    Business Response

    Date: 08/10/2022

    As noted in our terms of service agreed to upon sign up: 

     When you sign up to become a Subscriber of Farmbox Direct, your subscription will automatically renew until you cancel it.  You can skip a delivery or cancel your membership at any time. However, please be advised: because we plan, purchase and order items for the Farmbox Direct menu in advance, both the skipping service and cancellation request require advanced notice to Farmbox Direct, as set forth more specifically on the Website. The cut off to skip or cancel an order is the Tuesday the week prior to your delivery week at 12 PM EST. Any substitutions to your order must be made by the Thursday prior to your delivery week at 10 AM EST. If you miss these deadlines, you will be responsible for paying the applicable amount, and the cancellation will take effect the next week. 

     

    We are happy to add a credit to the customer account for the items that arrived in poor condition that does not expire and can be applied to another order in the future. 

     

     

    Customer Answer

    Date: 08/10/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

    Complaint: ********

    I am rejecting this response because: I did indeed cancel my account the week prior to my delivery week. I received an email on Tuesday 7/26 to log in to customize my box with the cutoff date Thursday 7/28 to complete my customization.

    I canceled my account that SAME day - Tuesday 7/26. Which is by your own policy was the week before delivery week. My delivery week was the following week, the unwanted box arrived 8/4. 

    I emailed you folks that Thursday night when I seen that a charge was about to hit my bank, to find out why you did not cancel my account. And I called Friday morning on 7/29.



    Regards,

    ****** *********

    Business Response

    Date: 08/12/2022

    The account was created on 7/26 and due to the selection made at sign up for the earliest week available the order was opened.  The account was closed 7/26 after our 12 PM EST cutoff time to skip or cancel an order on the Tuesday of the week before delivery. 

     

    The cancellation confirmation screen on the member's end also states that although the account is closed, the open order is still processing. By the time we received the initial reach out that the order was no longer wanted, it was beyond a point where we could make an exception and cancel the order. 

    Customer Answer

    Date: 08/12/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

    Complaint: ********

    I am rejecting this response because:

    "The account was created on 7/26 and due to the selection made at sign up for the earliest week available the order was opened...."  

    My very first communication from your org arrived at 7PM on 7/26, well past your stated cut off. I canceled immediately afterwards.  How is it possible that you can set unrealistic deadlines that cannot be met? See attached photo.     
    Your failure still remains that you did not process my cancelation in a timely manner. You had more than 36 hours to process my cancelation before you shipped the order. 

    Your org fraudulently sets up your customers to receive a box regardless of their preference. Apparently, this process ensures you get at least one sale out of a customer even if they chose not to.  This is bad business. I will continue to share my bad experiences and warn folks of how you do business. 


    Regards,

    ****** *********

Farmbox Direct is NOT a BBB Accredited Business.

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