ComplaintsforButcherBox, LLC

• 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

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had been a Butcherbox subscription member for several months last year until I decided to take a break. This year, I saw Butcherbox was offering Groupon vouchers for their boxes, and I went ahead and purchased 2 vouchers, maximum allowed. I tried to use one of the Groupons for my account back in May, but the system kicked me out saying the Groupon was invalid (as I learned later on, it was because my account hadnt been canceled, but put on pause). So, I canceled my account and reached out to Butcherbox via email. Their ***resentative told me that I could still use my Groupon if I had a canceled account with them, and she could either resubscribe the voucher to my account or I could have a family member call them to use the Groupon. Thinking that I would just gift the voucher to a family member later on, I went ahead and used the second Groupon I had. Checked out and got the product without any problems. Fast forward to this week, my family member cant use the voucher because Butcherbox says the voucher is invalid. They suggested I call Groupon, which I did, and Groupon confirmed the voucher IS valid. I emailed the screenshot of the conversation with the Groupon *** to Butcherbox. The Butcherbox *** confirmed in writing that if ******* says the voucher is valid, my family member could call them and place an order. Weve called Butcherbox several times within the last few days. Some of the ***s we spoke with were very rude and even blamed me for not having read the fine print. Finally, today - after 3 days of calling them - the *** said I should just request Groupon to reissue the voucher code (I don't know why no one suggested that earlier). Now, Groupon cant do it because they have already escalated my issue and now I need to wait for 7 days for them to get back to me. Meanwhile, my voucher expires tomorrow, 6/21, and I dont know what loops I will have to jump through or how much time I will need to lose again trying to resolve this.

  Customer response

  07/01/2024

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

  

  Business response

  09/06/2024

  We're so sorry to hear about this, and suggest you contact Groupon for further support! And, feel free to reach out to ************************************* to let us know how it goes and if we can do anything else to help!

  Take care,

  The ButcherBox Team

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business repeatedly & knowingly sends rotten meat in their packages this happened more than once. I didn't catch on the first time only because I was working out of town so when it arrived it went straight to the freezer only to find out two weeks later everything in that box was rotten to it's core & clearly had been for days. Today i received another box & sure enough same thing the whole box was completely rotten. Don't give this company your hard earned money there's no way to get a refund & when you go to cancel your subscription the page conveniently freezes.

  

  Business response

  09/06/2024

  We're really sorry to hear this, but want to assure you we would never repeatedly and knowingly send you anything less than the quality we're advertising. We have a 100% satisfaction guarantee, so if you let our team know which items have been impacted, we'll always make it right. The last thing we want is for you to receive items that you are unable to enjoy, so if you haven't already please let our team know which items were impacted by sending an email to ************************************* so we can make it right.

  Take care,

  The ButcherBox Team 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to make contacted with butcher box! Everyone is not understanding the situation. I bought a box and it was processed june 28th. They have reached out back to me via denying such things. I have screen shots and an order number. Their lack of training is now out of my control and its been ridiculous going back and forth with them. I need a 3rd party to mediate.

  

  Business response

  09/06/2024

  Hi *****,

  We're sorry about any confusion you have experienced. We looked at your account, and it seems like things are on track. Please reach out to ************************************* to let us know if you need anything else, or if you are seeking a resolution! We can see that you've ordered a few boxes since then, and hope everything is going well now! 

  Take care,

  The ButcherBox Team 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was supposed to receive my subscription meat box 5/24/24 -5/28/24 (Order Receipt #*********). I received notification that the box was shipped on 5/23 and I usually receive the box a day after it is shipped since it is perishable meat products. However, the delivery was delayed multiple times. I reached out to customer support on 5/27/24. They responded that I had to wait until the box arrived to see if the meat was bad, or until 5/29 for them to take any action. I replied back saying lets be realistic that its already been 4 days and the meat has already gone bad, but no one replied. I reached back out on 5/30/24. *** at that point had labeled the box damaged and I never received anything. Butcher Box said they would send a replacement, and I was given a new delivery window of 5/31 - 6/4. I asked if they could expedite shipping since I had already been waiting and I was advised no. I received notice that the replacement box was shipped on 5/31/24. However, I then began getting notices about the delivery again being delayed. I finally received a box on 6/3/24 of completely thawed/inedible meat. They said theyd send a second replacement with a delivery window of 6/5 - 6/9. I expressed dissatisfaction and asked for expedited shipping since this was now the second time this happened. When they refused I asked to speak with a supervisor. I was eventually told I would get a call back within ***** hours. I received an email from a supervisor, ********* on 6/4 at 7:45pm stating he had given my account a $30 credit and that he is only able to expedite the shipping window by one day, meaning I would have it by 6/9.As of today 6/10, I still have not received anything. I called Butcher Box twice today, and they confirmed it has not been shipped yet. I was advised it should go out in the next few days. They could not guarantee when it was going out, nor would they let me speak with a supervisor (only ***** hour call back). I no longer trust them.

  Customer response

  06/21/2024

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

  

  Business response

  09/06/2024

  Hi *******,

  We're sorry to hear about your experience, but it sounds like our team tried to help! We make sure to add enough dry ice to make it to your home - even if there is a delay. If you ever receive an order that is not in the condition you expect we will make it right. I'd be happy to take more steps to resolve this for you but am unable to locate an account under the email that you have shared. Can you please respond with the email associated with your ButcherBox account so we can take care of it?

  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 took so long to respond that Ive already cancelled my account. Your team was NOT helpful.  And dry ice doesnt help if the package never arrives, or arrives over a week later  Your response time on this complaint just solidifies that I was right to no longer be a customer. The email associated with my former account was *************** for your reference. 
  
  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 *******,

  We're really sorry for the delayed response, but can see that your June order arrived on 6/13 (sorry for the delay) and that our team has processed a refund. We really appreciated your business, and hope you might consider giving us another try in the future. If there is anything else we can do, let me know.

  Take care,

  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. 
  

  I am considering this resolved because I did finally receive my shipment and then cancelled my account. They did not refund me like they said, only gave me $30 credit on a future order, which I never got to use because I refused to give them any more of my money. But I dont want to waste any more of my time at this point. I am still appalled with how they handled this situation and by their customer service. The fact they took 3 months to even respond to my BBB complaint speaks to how little they care about their customers. Its too bad because they have a good product. 
  
  Regards,
  
  ***************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Groupon for Butcherbox in February. Once I received the package, I realized many of the Groupon details were extremely misleading and reached out to both Groupon and Butcherbox. Butcherbox ignored emails until their Groupon ad was suspended by Groupon once they affirmed that the terms were fraudulent/ misleading. At this point, received a very rude response from Butcherbox apologizing for my misunderstanding of the deal. In addition, they confirmed in this email many of the fraudulent items I attempted to address (i.e. that internally their team uses 4 ounces to calculate a portion size, while their website advertises that they use 6 ounces as a minimum portion size). In addition, their custom boxes advertise a weight of 9 lbs minimum, but they've cut weight on so many options that you can build a box at about a 1/2 that weight. Lastly, they were also advertising free wings for life at the time of purchase per the Groupon, which they completely ignored in their response. Addressed this information with the attorney general of my state at this time, who attempted to reach out to Butcherbox to establish communications between myself and them. This was in March. Received a call from the ** yesterday that Butcherbox has so far failed to return a single one of their calls either.

  

  Business response

  09/06/2024

  We're sorry to hear about this! We don't have your records on file, please reply with the email associated with your contact with us so we can look into this.

  Take care,

  The ButcherBox Team 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a membership (just cancelled) and received monthly boxes. My most recent order (05/08/24) was ribeyes. So far, I have had 3 rotten ribeyes in that order. The meat was still frozen when it arrived and I put them in my freezer. Upon thawing the ribeyes, when I open the package to cook it the smell was horrible. I am not sure how many of them are rotten at this time. In the previous order (04/08/24), I received a ribeye where I found a bone shard.

  

  Business response

  09/19/2024

  Hi,

  We're so sorry to hear about this but we can see that you reached out to our support team and they refunded you. We're really disappointed that you had a less than ideal experience and hope you'll consider giving us a try in the future.

  Take care,

  The ButcherBox Team 

  Customer response

  09/23/2024

  [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

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered $192.00 worth of Butcher Box meats and fish. The website showed pack on a Monday, by Wednesday tracking still had not received the box. I contacted the company concerned it was sitting too long before even shipping. When I received the order Fri pm , no ice, defrosted and ripped open product.

  

  Business response

  09/06/2024

  Hi *****,

  We're so sorry that happened! We can see that our team has refunded you for this order. We hope you'll give us another chance in the future!

  Take care,

  The ButcherBox Team

  

  Business response

  09/06/2024

  Hi *****,

  We're so sorry that happened! We can see that our team has refunded you for this order. We hope you'll give us another chance in the future!

  Take care,

  The ButcherBox Team

  

  Business response

  09/06/2024

  Hi *****,

  We're so sorry that happened! We can see that our team has refunded you for this order. We hope you'll give us another chance in the future!

  Take care,

  The ButcherBox Team

• 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 

*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. ↩