ComplaintsforButcherBox, LLC

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a monthly subscription and receive emails indicating when my next box is coming soon along with the date I should make any updates by. All emails on my most recent billing indicate to make changes to the account before February 1st. I attempted to make changes at 10pm CST on January 31st and was denied the ability saying it was too late. I opened two chats and was told that billing takes place at midnight February 1st. I explained that it is not February 1st in any ** time zone as it was 10pm so I need to make order changes as the email indicated. I was then told that they cut it off an hour before then. But again, based on CST, that doesnt even add up. I was told that they cannot help me. No changes can be made and I will be billed for the items as is even if its not what I wanted. No explanation as to why their communications all say I have until 2/1 for changes.

  Customer response

  02/12/2022

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

  

  Business response

  02/15/2022

  Hi Nikki,

   

  I'm on the Member Experience team at ButcherBox and I had a chance to check into this for you. We just didn't get this right for you, and I am sorry that when you asked us for assistance, we weren't able to resolve the problem. We have refunded your order, and will also use this feedback to improve how we are resolving member complaints moving forward. I hope this helps, please do not hesitate to reach out to me at ************************************* if you need anything else. 

   

   

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I originally purchased a box from ButcherBox for Father's day. I forgot to cancel and several months later received another box. It was no big deal, since it was my mistake, but I made sure to log back in and change my dates to as far in the future as I could, giving me ample time to decide if I want to continue the service. To my surprise, on December 3, I received and email from ButcherBox stating my order was on it's way, only a few weeks after the last box! I contacted multiple customer service agents saying I did not want it as I had changed my dates, but their responses were all canned with no desire at a resolution. Some of the worst customer service I have ever experienced. I was told if I wanted the charge on my card canceled, I should have called before they shipped it. But how could I have known since I was not informed until after it shipped? I called ***** and refused the package, to have it sent back to ButcherBox. It never came in to my possession for even a second. I still have not received a refund after multiple attempts. I would like the full $159 refunded since I did not receive the product.

  

  Business response

  01/26/2022

  ******,

  We apologize that this experience was as difficult as it was. We should have been able to resolve this for you, and we regret that we kept you waiting on a resolution. We have refunded you for this poor member experience. If there is anything else we can do, please let us know. 

  Customer response

  01/27/2022

  [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

  01/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received my first box and the sirloin steaks were inedible and the tri tip steak was spoiled which I didnt realize until I cooked it. It was awful, rotten in places. So I thought that I might try one more box but just get ground beef, fish and chicken. The subscription sent out another box of the same items that werent any good last time without allowing me to choose something different. They claimed I put an invalid email yet they were able to notify me of shipping?!? I contacted customer service and they claimed that I was aware that they are an automated service and so I will have to accept and pay for meat I didnt chose and dont want. That is unacceptable. Im on a limited budget and Im stuck with another box of inedible beef.

  

  Business response

  01/19/2022

  We are so sorry we didnt get this right. We have refunded your most recent box.  We are sorry for any inconvenience this caused, we value your feedback and are using it to improve.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/7/2022 PAID $127 FOR A BUTCHER BOX (MEAT DELIVERY) BY 1/15/2022 RECEIVED AN EMAIL NOTIFICATION THAT BUTCHER BOX (MEAT DELIVERY) WAS DELIVERED. THIS DELIVERY WAS NEVER RECEIVED.WROTE BUTCHER BOX. BUTCHER BOX ON 1/15/2022 SAID BOX WAS DELIVERED I ASKED FOR A FULL REFUND. BUTCHER BOX WILL NOT REFUND MY $127 FILING A COMPLAINT BECAUSE $127 WAS PAID AND PRODUCT NEVER RECEIVED

  

  Business response

  01/19/2022

  We are sorry for not getting this right.  We see that you have disputed the charge with your financial institution.  We arent able to offer a refund, while your institution comes to a decision.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a custom big box worth approximately $280. 18 pounds of that box was chicken breast and thighs. The chicken is at least 50% fat, the thighs and b****** are not in the shape of thighs and *******, they are chopped up into small pieces. By the time I cut the fat away, I hardly have any chicken left. I have to use 3 pounds of chicken to **** at least 1 decent sized meal for 2 adults and 2 toddlers. **************** said I must have just got the end of the batch from the butcher, but because I didnt thaw all 18 pounds out and report it within 7 days, theres nothing they could do. Seems very unreasonable. I would like a refund for this chicken that is terrible quality and majority fat.

  

  Business response

  01/11/2022

  ******* we are sorry that the chicken did not meet your expectations.  We have issued a $126 refund for all the chicken items in the box.  We want a better experience for our members and we have passed your feedback on to our team.  

  Customer response

  01/11/2022

  [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

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few days before my box was mailed I tried multiple attempts to stop the meat from being delivered as I would be out of town. When I did finally speak to someone I was told it was too late. Unfortunately the meat arrived and was left outside for almost 3 days. I continued to try to resolve the matter and thought they agreed to refund my money. Then I was told they would just send me a new box. Since then I have continued to contact them on both of the open cases (although it is the same case and issue) and I have received no response. No refund has been issued nor a replacement box. I would like a full refund as this was not a small order.

  

  Business response

  01/12/2022

  We are so sorry we didnt get this right. We see that our customer support team has been able to successfully reship this box.  We recognize we made a mistake and apologize for any inconvenience this caused. We value your feedback and are using it to improve.
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Jan 2021, I subscribed to ButcherBox's monthly subscription box. In May 2021, I chatted witha CSR and requested cancellation of my accounts. I was told the accounts were cancelled. I did not receive any future subscription charges from May 2021 to December 2021. On 12/27/2021 at 2:02 pm, I received an email that my "ButcherBox has been delivered." Confused, I checked my emails and saw one from 12/27/2021 at 12:05 am stating that my "ButcherBox is on its way!". I have no other communications from ButcherBox since May of 2021. I immediately went to the website to live chat with a CSR, ******. He informed me that my subscription is active and no cancellation was made. He stated that he is not able to issue a refund because the box was already delivered and I should have cancelled it before it was shipped... which is impossible because the first notification I received was that it shipped that day at 12:05am. The following day, I called in and the representative I spoke with by phone advised me that my account WAS in fact cancelled, but when I clicked on an email advertisement I had received the week before, it was reinstated automatically. I NEVER AUTHORIZED ANOTHER PURCHASE. I NEVER AUTHORIZED MY ACCOUNT TO BE REINSTATED. I SIMPLY CLICKED ON AN ADVERTISEMENT THAT THEY HAD EMAILED ME. Stunned , I asked for a supervisor.None were available so I requested a callback. A supervisor, Menona, EMAILED me after my phone call request, stating there was nothing she could do. She was unable to explain why i wasn't charged from May to Dec, but said the subscription was never cancelled- THAT MAKES NO SENSE. I called 1/4/22, and the same supervisor, Menonah, told me she would not be issuing a refund. She was unwilling to resolve this. I opened the box to store it in the freezer while we resolved this & SIX of the meat products are DAMAGED. So not only did they CHARGE ME FOR A BOX I NEVER ORDERED OR AUTHORIZED, BUT THEY REFUSE TO ISSUE A REFUND AND LEFT ME WITH DAMAGED PRODUCTS.

  

  Business response

  01/11/2022

  We truly apologize for not getting it right with this box.  Our customer support was able to cancel your subscription.  We have reached out directly to confirm this cancellation. The feedback you have given, will be used to improve our member experience in the future.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/27/21, I noticed a $268.00 charge on my bank statement from Butcher Block. I have never heard of this company, nor did I order anything from them. I called this morning and spoke to someone that identified himself as ***** and told him the same thing and that someone must have somehow gotten my banking information. I repeated to him that I have not made any orders and that I have not received any shipments from the company. He verified my personal information such as billing and mailing address and said he would report this to an investigative team and have it escalated. I repeated to him that I did not make the charges. About 15 minutes later there was an email from him saying the charge would remain as it showed that I ordered the products. I DID NOT PLACE ANY ORDERS FROM THIS COMPANY. ***** told me that the charges represented a subscription and that he would only cancel the subscription but not issue a refund. I asked him to tract where any shipments might have gone to but he did not offer a response to that. PLEASE, SOMEONE HELP ME!*******************

  

  Business response

  01/04/2022

  Thank you for letting us know. We see that you have confirmed your information with our customer support team and that the box was delivered to the address provided. Please reach out to our team, they'd be happy to help.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have monthly subscription with this company for meat. My December box cost ****** with add ons as this was my Christmas box. In ordered a ****** beef tenderloin, I have 10 people coming for dinner. It typically days 3 days to get my box. My account was billed on Dec 10. I did not get my box until 12/21 . The tenderloin had been substituted with a rib roast that cost ***** and wont feed 10. There was no change in box cost and no communication that the tenderloin was not available or that a substitution was made. I contacted the company via phone and chat and got an offer for ***** credit on next box and to keep the rib roast. I live in rural ******** and I have a small IGA as a grocery store which is why I ordered from Butcher Box. 3-5 business days for my money to be returned is not appropriate. It is the Holiday season and they ruined mine. My money should be immediately placed in my account so I could try to find something else to serve.

  

  Business response

  12/28/2021

  We truly apologize for not getting it right with this box.  Our customer support team was able to offer a refund and credit.  The feedback you have given will be used to improve our member experience in the future. 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 19th I ordered a recurring box of meat from butcher box for $139. The shipment never came so I reached out to the company, they cancelled it, and they sent another box. This box also never came and had the same issue with shipping. I reached out on Saturday 12/18/21 to inform them that the resent box never came either. I also explained that I am moving to ****** ***** and gave them my new address. I informed them they should hold all boxes until after Christmas because I will not be fully moved in to the new address until then. They agreed, and cancelled the resent shipment, and set the new processing date for the original shipment as 12/23 so the box would come after Christmas. On 12/20/21 I received an alert from chase that Butcher Box charged me another $144 for a second shipment of meat to the new address in ******. I immediately called them and stated that this was supposed to be held until I am moved into the new address. Unfortunately after speaking with multiple people about this situation, I was told there is nothing they can do because the box was shipped so I am still getting charged. I am NOT at the new address like I told them before the processing date. They originally stated they would hold the shipments. The best advise they could give me was to see if the apartment could hold my package in a freezer somewhere.I also never received the first shipment so to charge me for another shipment, process it, and ship the second package is asinine.I do not remember all of the names of people I spoke with this week but two are ******* and *****.

  

  Business response

  12/28/2021

  We are so sorry we didnt get this right. We see that our customer support team has been able to offer a refund and reshipment.  We recognize we made a mistake and apologize for any inconvenience this caused. We value your feedback and are using it to improve.

*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. ↩