ComplaintsforButcherBox, LLC

• Initial Complaint

  07/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have received 4 boxes from you. First 2 ok. The last 2 the ribeyes were terrible. This last one the steak was cut on a wedge, there was no marble, the tail was all fat and silver. I have pics if you need them. How do you cook a steak MR when its wedged. You cant. I had to go to store and buy 2 steaks cause these were not good and terrible cut. This should have been stew meat. As a retired meat wrapper I never would let this hit my case. I pay good money to buy quality. Last 2 boxes the steaks are terrible. I will do one more box and if its the same garbage I will cancel and find a reputable company butcher box to be delivered monthly. You dont want my ****** a month then I will give it to someone else. Terrible not editable. No place to leave pictures but I have em.

  

  Business response

  07/16/2024

  Hi *******,

  We are so sorry to hear about your recent experience and have refunded you for your last order, as well as added a $30 credit to your account to make up for the inconvenience. We know it's been a ***** start, but we're hoping that you'll stick around - trusting that we'll make any issue that arises with your order right. We also greatly appreciate your feedback on the quality of the ribeyes - every time feedback like this is shared, we pass it along to our meat team so they can identify the root cause of the issue and put plans in place to avoid it from occurring again. If there is anything else we can do to make up for this poor experience, please do not hesitate to reach out. I noticed that you had previously reached out to our team for help in adjusting your box. While we can't remove an item without replacing one, we can certainly remove items that you no longer want, and replace them with a custom recommendation. Please feel free to reach out to our concierge team for account management support anytime - you can reach them at ************************************.

  Thanks,

  The ButcherBox Team 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased the Father's *** box from Butcher box on June 14th 2024 Order number ******* When the package was delivered one of the items (a package of beef pattys) was open and the burgers that were meant to be inside were strewn all over the bottom of the box half thawed. We sent 3 emails with pictures to the customer service team and recieved 0 response after approximately 1 month.We attempted several times to call their customer service department to file a complaint and request reimbursement for the faulty products. All calls were made within their advertised hours of operation. We waited on hold for over 30 minutes and then were told to leave a message.We are seeking reimbursement of the burgers. We do not want any more products from this company as they are poor quality and we have NO faith that they will be able to provide a satisfactory resolution without the intervention of the BBB. If we cannot be reimbursed in a satisfactory manner we hope that filing this complaint will illuminate other to their terrible customer service practices

  

  Business response

  07/16/2024

  Hi ******,

  
  We're really sorry to hear this and we'd like to make this right. We don't have any information on file under the name, address, email address or phone number you have provided. Can you let us know what you used for your order so we can look into this and resolve the issue? Thanks!

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I canceled this service. Still Im getting emails that they billed my account for an order to day. I went in line 2 days ago and according to what I saw my past order was in January and I had nothing scheduled. I want any miney they took from my account refunded and the box they billed me for today not sent.

  

  Business response

  07/16/2024

  Hi ******,

  We are so sorry to hear about this, and have refunded you for your last order. We'd never want you to receive (or pay for) an order you were not expecting. You've been such a long term, loyal member that we hate to see you go. If there is anything else, in addition to the refund, that we can do to welcome you back please send an email to *************************************.

   

  Take care,

  The ButcherBox Team

  Customer response

  07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My most recent box was a disaster. When it arrived the ice was melted but the meat was still frozen so I put it in the freezer and when I opened the freezer a few days later almost everything was freezer burned. All the chicken, burgers, ground beef. Im really disappointed because I really like this meat. I reached out to the company and have not received any response in almost 15 days. So yes I am quite upset because this was expensive food to feed my family. I cant afford to buy another box right after the other.

  

  Business response

  07/03/2024

  Hi ****, 

  We are so sorry to hear about this and can see that our team has reshipped your order to make up for it! We have a 100% satisfaction guarantee, so if anything ever arises, just let us know and we'll take care of it! We really appreciate you, and if there is anything else we can do please reach out to ************************************* for elevated support.

  Take care,

  ******

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently logged back into my butcher box account. I cancelled my subscription over a year ago and was considering starting it back again. I logged back in to take a look at the options and considered signing back up again. I never placed an order or reactivated my account. I saw in my email today that the automatically reactivated my account and placed an order for me being shipped to my old address. I chatted in live to see if they could change the address as the order was just placed not shipped and they told me that they would not be able to. I advised that the order was only confirmed and not shipped and they denied that they could help. I advised that I just needed the shipping address adjusted and not wanting to cancel the order but they still wouldnt help. I cant even retrieve the shipment as I live in a new state. They said they would give me a partial credit but I had to use it right then and place another order for this month. I already paid almost $200 and cannot afford to pay for a new box. They said that was all they could do. They then reminded me that this was my mistake and not theirs and I should have seen an email. Just because they sent an email doesnt mean I was aware of my account being reactivated or that I should keep an eye out for an order confirmation. I have used services like HelloFresh who are always willing to help but this just seemed to be thrown back at me like I did something wrong and I needed to take the loss. I would like a full refund or my shipment to go to my new address but that doesnt seem like a possibility.

  Customer response

  05/19/2024

  I have not heard from the business in response to my complaint. I tried to work with them when before I filed my complaint but they wont take any responsibility, blame me and will only ask me to spend more money in order to receive a very small partial credit.  Its ridiculous. You cant just activate someones account without them placing any order. I never submitted an order. 

  

  Business response

  05/28/2024

  Hi *******,

  We really appreciate that you took the time to share your feedback about your recent experience with ButcherBox and so sorry that it totally missed the ***** When you reactivate your account, your account becomes active and if we didn't do a great job in making that clear - well - that's on us! 

  I can imagine how frustrating it was to know that an order you were being charged for was going to a location you were not able to retrieve it from, and on top of that, that our team didn't resolve it to the best that we could.

  Unfortunately, once an order is processing, it's almost impossible for us to redirect it. But, we could have reshipped your order to you, on us, because we know how frustrating the situation was. I'm sorry that our team wasn't able to make that happen.

  I have refunded you for the order, and I wanted to let you know that if you want to sign up again, our team can personally update your information for you. We'll even throw in a $25 credit on your account.

  Please send an email to ************************************* so we can continue to make this right, and in the meantime, expect your refund of $169 to process within 3-5 business days.

  Your feedback helps us make improvements, so feel free to share any more with us!

  Take care,

  The ButcherBox Team 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Butcher box sent me an email stating that if I restarted my subscription, I would get 8 lbs of free meat in all future boxes. 2 lbs ground beef, 2 lbs ground sausage, 3 lbs chicken and a bag by of scallops. I restarted my subscription and the first box is supposed to be shipped in the next few days. Then I went to my account to log back in to change items for my next box, and the promo I was promised for all future boxes is now gone and customer service is saying it doesnt apply only to the first box. This is a terrible business practice. I am hoping they will honor the deal in all future orders like they initially promised or I will stop using this company permanently as this is the second time Ive had an issue with them. The first time they offered acfree brisket, but they sent me a flat iron steak instead without notice and it really wasnt very good.

  

  Business response

  05/08/2024

  Hi *****,

  We're really sorry to hear that you canceled! The promotion you signed up for was for the first box, we're really sorry you expected otherwise and hope you were still able to enjoy those free products! We totally get that this was a frustrating experience, so we added a $50 credit to your account in the hopes you'll give us another try!

  If you want to sign back up, just reach out to ************************************* and we'll also add the items you were hoping for to your next order - on us! 

  Take care,

  The ButcherBox Team 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been happy with Butcher Box. This time you could smell the contents of the box before you opened it. There was no cooling products and all the meat was spoiled. I would have been irresponsible to try and cook ANYTHING from that box. This is just dangerous!!! I want a refund.

  

  Business response

  04/24/2024

  Hi ****,

   

  Thanks for letting us know. Our support team was not made aware of this, and we've reached out (and processed a refund) so check your inbox. We're really sorry this happened!!

   

  The ButcherBox Team 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is disappointing that a subscription service of vacuum packed food is delivered with holes in the bags at the price of service. I have called and never got a return call. I have emailed and never gotten a response. When the bag of chicken b****** leaked all over my refrigerator it created a nightmare. I threw the chicken away as well as the food the liquid from the packet came into contact with.

  

  Business response

  04/16/2024

  Hi *****,

  Thank you so much for bringing this to our attention. I'm ****** from the member experience team at ButcherBox and I'm sorry you were waiting on a response from us! I just looked into your account, and was able to catch up on what went wrong! I've also refunded you for your entire order to make up for the inconvenience (and mess) that the packaging tears caused. I'm so sorry that an issue on our end caused you a huge headache- involving having to try to take apart your fridge! 

  Tiny tears in the packaging do occur from time to time due to dry ice shifting in the box, but that's no excuse- and we're so sorry. We know this is not acceptable, and that's why we're currently working on improving our packaging. While the packaging improvements are on the way, I recommend defrosting any items in a bowl or plate until you hear from us that we've launched the new packaging. And, if you have any leaky packages- reach out to my team at ************************************* and we'll make it right.

  I hope this helps,

  ******

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company would not allow me to cancel my subscription, which according to their TOS I have the right to do at any time. I contacted support over the last few weeks in order to get help canceling it, as their website does not have the cancel option in the settings that it claims to. The links all take you back to the main settings page and do not take you to any options to cancel. I tried to call support three times. They were unwilling to allow me to cancel for quite a while. I was shocked I needed to convince someone to allow me to stop buying a product I dont want or need. When I tell a support person that *** contacted before with no luck they try to lie to me and say theres no record in my account and yet I have transcripts that they emailed me. I am concerned that they will continue to use my card info erroneously.

  

  Business response

  04/09/2024

  Hi *********,

  We're really sorry to hear that you weren't happy with your ButcherBox experience and appreciate you letting us know. When you sign up for ButcherBox, you are opting into a recurring subscription that you can adjust or cancel at anytime. We're sorry that you were unsure of how to cancel before you received another shipment but can confirm that you have successfully canceled your account. 

  Best,

  The ButcherBox Team 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a recurring subscription with this company. They would always email me in advance of sending orders, with the option to accept or delay a shipment. I received no such email for my most recent order, the product was still sent without my consent and my card was charged. I immediately contacted customer service requesting a refund and offered to send product back. They refused because the product was perishable, and have now refused to issue a refund. I didn't not authorize this charge nor receive notification. I've attached a screenshot taken today, April 3. The order they claim I was notified about shows as "still processing" even though I've been charged for it and it's been delivered.

  

  Business response

  04/09/2024

  Hi ******,

  We're really sorry to hear that you received an order that you weren't expecting, that must have been frustrating. When you become a member, you're opting into our recurring subscription. It sounds like you missed the email, and we know how much those notifications help to serve as reminders! We can't guarantee that you see the emails, so we always recommend you make a note of your recurring subscription schedule on the calendar. To make up for how inconvenienced you felt, we have refunded $50 of your order for this time around. 

  Best,

  The ButcherBox Team 

*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. ↩