Complaints

This profile includes complaints for ButcherBox, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ButcherBox, LLC

  311 Arsenal St East Watertown, MA 02472-2782

  
• 

  ButcherBox, LLC

  20 Guest St Ste 300 Boston, MA 02135-2040

  
• 

  ButcherBox, LLC

  PO Box 35730 Boston, MA 02135-0013

  

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.

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:07/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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 Answer

  Date: 07/16/2024

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

   

   

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *****************************

• Initial Complaint

  Date:06/29/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:06/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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 Answer

  Date: 07/01/2024

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

  

  Business Response

  Date: 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

  Date:06/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:06/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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 Answer

  Date: 06/21/2024

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

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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