ComplaintsforButcherBox, LLC

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased some dog food from Butcherbox pets on 7/28 I never got an email about the order. I had to reach out to customer service about the order. I received an email with the shipping information. Fastforward 8/11 I sent an email as there was an attempt to charge $211.86 for some dog food. I requested a cancel I got a response from ****** stating my email address wasn't on my account. I responded to her and stated that's the only email and supplied that last four of the card. I still getting notifications that Butcherbox is trying to charge $211.86. For some dog food which I explained to them my dogs didn't like..

  

  Business response

  09/06/2024

  We're sorry to hear this! We'd like to refund you for the food the dogs didn't like, can you send us the email you used for that order so we can take care of this? Our team has been waiting to hear back so we can help!

  
  Take care,

  The ButcherBox Team 

  Customer response

  09/09/2024

  [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.  ButcherBox requested my email address it's *******************
  
  Regards,
  
  ***************************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a customer for several years now. My order was supposed to be delivered on Thursday, it is now Saturday and no word or delivery I wish to HEAR from you about this problem.

  

  Business response

  09/04/2024

  Hi *****,

  I'm so sorry about the delay, and the frustrating experience. It looks like you reached out and our team has set you up with a reshipment. If you need anything else, please reach out to ************************************* so we can help.

  Take care,

  The ButcherBox Team 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been a customer of **********************, a meat delivery company, for approximately 6 months now, and my issue with their service comes down to their packaging and handling. In each delivery I have received there have been more than 50% of the meat packages that were punctured or cut, which is difficult to see until you defrost the meat (and they leak all over the fridge).In the first two orders Butcherbox offered to replace the products in my future boxes, which they did, however those were also punctured and now I am cancelling my account but they refuse to offer a refund for any previous shipments because their products were shipped. Their support and FAQ sections fully acknowledge that packages can be punctured and their advice is to defrost them on a plate or bowl. My concern comes in when there are food products where the seal has been broken in shipping and/or storage, how are these not a health risk and how is it an acceptable part of their delivery, especially when their core business only ships meat.In the time I was a customer I spent $518.67 total on their service expecting to have high quality meat delivered to my house, and the result I received was throwing away half of their product do to health and safety concerns, without any sort of reimbursement from the company. In addition I think their food waste is unacceptable from a company that advertises sustainably sourced products, yet they openly accept their sub-par packaging resulting in that food waste.In an ideal world I would like to escalate this for a refund, but at the very least I am hoping that this is brought to the BBB attention along with potentially other complaints to push the company to resolve their packaging issues to avoid shipping that has been exposed to the elements during shipping.

  Customer response

  08/23/2024

  [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

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First order, all was good and meat tasted wonderful. Second order, received w/o dry ice and meat had thawed. Contacted company and was first told there was nothing they could do because they were not there to view how delivery was received. Told company unsatisfied with response and was then asked by company if I wanted to have product replaced or a refund. Chose the product replacement. When replacement was received, it was not even what I had originally ordered that I had to throw away. Butcherbox charged me all three times on my credit card for all three shipments. Have been back in contact with company to receive a refund for second order, but company will not respond.

  

  Business response

  08/12/2024

  Hi ******,

  
  We are so sorry that you experienced this issue- how frustrating. We checked, and can see our team has refunded you. We also confirmed that you were charged twice, and not three times. Please let us know if you are seeing otherwise. We hope we've resolved this to your request, and that you might consider giving us another try in the future. We really care about making sure you have a five star experience, and we're very sorry that we totally missed the **** this time around.

  Take care,

  The ButcherBox Team 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered first box from this company on July 3. Spent ******. Shipped to my address from ******** via **** Box arrived 5 days later, all meat spoiled. Set out by *** in 95 degree heat. Not near enough dry ice/prep for a 5 day trip to my address. Called company. They shipped a replacement box to me on July 16 or 17. Was told that this box should arrive on time, shipped by **** Delivery message from **** Out for delivery via ***, but not delivered due to "damage to box". I immediately requested a full refund and cancellation of my subscription.

  

  Business response

  09/06/2024

  We are so sorry to hear about your experience. Our team has since refunded you, and we hope you will consider giving us another try. Please email ************************************* if you need anything else in the future.

  The ButcherBox Team 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a Butcherbox member for several months and overall have enjoyed the service until my most recent order. My payment was originally processed on June 22nd and as of July 19th I have yet to receive a shipment of consumable food. The first attempt was delivered 5 days after it was shipped to ****** ***** in the middle of summer, of all places it miraculously showed up to my work address which was not the address on file. I was told that there was an issue with the shipping label and that *** somehow tracked me down through a *** account I have set up at work. I called customer service and they apologized, issued me a small credit and sent out a replacement box. The next attempt did not ship until after the estimated delivery date, and was never delivered because *** claimed there was an issue with the shipping label. The package was returned to the sender. When I called *** I was told that Butcherbox had to file a complaint to try and resolve the shipping issue. Additionally I was told by the Butcherbox representative that the box had shipped late because one of their packing facilities was down and they have been having issues fulfilling orders the last few months. I thought this was extremely interesting since they are running a promotion that incentivizes you to order 3 orders within 90 days to receive a $100 credit. After the second failed attempt I was told their shipping department would investigate the issue before shipping the box again. I also requested an alternate shipping method, it would appear that neither request were followed as the box again arrived after shipping delays half frozen and inedible. I have requested to speak with a manager but have yet to speak with one since they have ridiculous ***** call back policy to speak with upset customers. After taking my money 4 weeks ago I still do not have any food to show for it. Credits to a service that is failing to deliver on its original promise is not a solution.

  

  Business response

  08/12/2024

  Hi *****,

  First, we are so sorry for the poor experience, it's not like us, and we're really sorry for the inconvenience and frustration we caused. Our team checked in to confirm that since you left your review, a supervisor contacted you and that we were able to refund you. If there is anything else we can do to make it up to you, please don't hesitate to reach out.

  Take care,

  The ButcherBox Team

• 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

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled an account with ********************** Many months ago. I have not had a shipment for over a year. Suddenly I received notification from UPS(nothing from Butcher Box)that a shipment was arriving soon. The shipment did not end up shipping for 3 days after I called BB and told them I didnt order it, I had previously cancelled and I did not want it. They refused to cancel and 3 days LATER shipped the item and charged my credit card. I have since have seen this has happened to other people also.

  Customer response

  07/21/2024

  I have not heard from the business in response to my complaint.   There has been no communication via phone or email. 

  

  Business response

  09/06/2024

  Hi Liberty,

  We're sorry to hear this! We'd like to look into this, but the email you have provided here does not match any customers in our database. Can you please respond with the email you were using with your ButcherBox account?

  Thanks,

  The ButcherBox Team 

  Customer response

  09/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Crystal

   

   

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received an email confirmation for a recent subscription order, to which I immediately contacted ButcherBox to have cancelled due to being deployed with the military and out of town. My account had been paused, and set to resume in September, so this order occurred without my knowledge.The agent I spoke to said there was nothing they could do to cancel, but would try to contact a different department, and promised a response in 24 hours. I never received a response in the promised 24 hours, at which, the order had shipped. I managed to contact the shipper to refuse delivery, and then called ButcherBox today to follow up with them on their lack of response. After talking to the ButcherBox now, I m told that I am out of luck and they are refusing refund, so now I am out with both the financial loss and also no product to speak of. I was told the best they could do is charge me an additional $145 to reship the order, which I do not find is a fair resolution, as I had contacted Butcher Box well before the order had shipped, and immediately after the order confirmation was received on my end, and additionally never received the promised follow-up communication from them.

  Customer response

  07/16/2024

  I have not heard from the business in response to my complaint.

   

   

  

  Business response

  09/06/2024

  We're really sorry to hear about this experience. The last thing we want is for you to worry about receiving orders that you do not want, and our team responded to your concerns according to our policies. We're unable to take any further action in resolving this because it is now a dispute, with the bank. The bank is the final approval on the dispute, so please wait to hear from them and let us know when you do! We definitely want to make sure this is resolved to your satisfaction.

  Take care,

  The ButcherBox Team 

  Customer response

  09/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Due to falsified information sent to my credit card company on your part, **************** has dropped the dispute and will no longer allow me to proceed with the dispute process. I would like to return the responsibility of resolving this back to Butcher Box to receive a full refund for this order, as my initial contact was attempted before billing and shipping, and the individual I spoke to promised a response and resolution within 24 hours which never came, artificially causing the order to be billed and a shipping label printed. I contacted the shipping company well before anything was in motion to me and had them return to sender, which they gladly unloaded the box at their main distribution center prior to it ever shipping.
  

  Thank you,

   

  *****************************]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  09/16/2024

  Hi ******,

  It can take a long time for the dispute resolution to process, so after checking your account, I'm still not able to take action to refund you for that last order- which I intend to do.

  Please reach out in about 3 weeks to get a status update. Once it's clear, we can access the billing on your account and take care of this. 

  It can take 3-4 months for it to clear - so in full transparency, it could be a while. You can ask your banking establishment for an ETA, but I'm not sure they can provide it. Feel free to reach out to ************************************* to follow up directly with us in a few weeks. 

  Thanks for your patience,

  The ButcherBox Team 

  Customer response

  09/17/2024

  [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. 
  

  Thank you for providing the insight on the dispute process with the bank. I will make sure to save all references to this matter and follow up in about 3 weeks. 
  

  I truly appreciate your response and helping with a resolution.

  Regards,
  
  *****************************

*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. ↩