ComplaintsforBarkBox

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I wanted to share my recent experience with BarkBox to warn others. I signed up for their six-month subscription after seeing an Instagram ad that promised a free pet *** kit. I followed all the prompts and subscribed, but when my box arrived, the *** kit wasnt included.When I contacted customer service, they told me the promo I was eligible for was different and offered to upgrade my next box instead. I denied the promo because they missed the basic principle which is that customers are being misled and deceived by their promo and at no point of the subscription enrollment are we being told the promo doesnt apply to us. After I pushed back, they finally agreed to send the *** kit, but the whole experience felt really deceptive and frustrating and, I was right! I looked at my bank account and on the app and they charged me $96.57 for the kit. The kit was offered for FREE and included with your first BarkBox subscription. Bark Box will not honor their advertised deal. The California business and protections code ***** prohibits false and misleading advertising.

  Business response

  06/23/2024

  Thank you for taking the time to share your experieince with us. We offer our sincere apologies for the confusion and error. While it does seem that your plan was started with the free Double Deluxe promotion rather than the *** kit, we have honored that and sent a kit as well. The charge that occurred was in error and that has already been refunded. We apologize for the oversight and thank you for your patience.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a trial one month membership for Barkbox. After the one month, there was a charge on my credit card for a second box, that was not shipped yet. Barkbox informed me there was automatic renewal for the service. I told them to cancel, the order was not approved or shipped by them yet. They refused *********** is very deceiving and does not make it easy to know that there is automatic renewal. They also make it difficult to find the information in your account to cancel. I feel it is dishonest and a scam.I have a picture of the advertisement and emails with the company trying to rectify this matter. I cannot upload them to this form, for some reason, but will keep them available, if you need them.

  Business response

  06/13/2024

  Thank you for taking the time to share your feedback and experience with us. We offer our apologies for the confusion. We don't offer trial boxes, just subscriptions that renew at 1-, 6-, oe 12- month intervals. Before clicking "Buy Now" there is an explanation of the renewal and about disabling that if desired. We are sorry for the misunderstanding. You account has been fully closed and there will be no futher charges. Thank you for trying out BARK.

  Customer response

  06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because 

  The company may offer a 1 month "subscription " but, does not state with automatic renewal and hides that information.  It is not clearly or easily found. 

  Also, when told to cancel said "subscription " before the package left their facility, they refused. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  06/18/2024

  Thank you for your response and we apologize for the continued confusion. As mentioned, when purchasing a subscription, there is a "Buy Now" agreement that is to be clicked before checkout. Those few lines describe the process, and how the subscription service works. The disable feature is accessible through Account/Subscription Settings. Additionally, once an order has been assigned a product number, then the order can no longer be halted. We would not refuse to cancel an order, and we are sorry that it was too late to cancel it. However, we have closed the account completely and there will be no further charges. As a courtesy, we have refunded you for the June box and that will be on us. Thank you for your patience.

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  When should I expect the refund to my account?
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a 12 month subscription with this business and The intial package had failed to deliever, an ** generator bot informed me i will not be receiveing that package though they will compensate me with a free month and make the current months package a double to replace the double i'm not going to receive the issue with that is that's 11 boxes im paying for a 12 month description and i already paid for this box which is a double, in my severeal attempts to reach a company representative the line disconnected and or redirected me to the website with the ** Representatives.

  Business response

  06/13/2024

  Thank you for taking the time to share your experience with us. We offer our apologies that the first box was returned. It appears that the address entered at sign up didn't have the necessary apartment number and they weren't able to deliver it. The address was updated with the apartment unit on 6/12 so there shouldn't be trouble moving forward. We have added a double deluxe for **** to make up for the lost Double Deluxe from the May box and we have applied your first payment to the July box. You will pay for and receive 12 boxes and you will receive your promotion of the free Double Deluxe. We apologize for the miscommunications. We have humans on this end to assist every customer. Thank you for your patience and for choosing Bark.

  Customer response

  06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************************
  
  
  
   
  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business refusing to provide a refund

  Business response

  06/07/2024

  Thank you for taking the time to share your experience and feedback with us. We offer our sincere apologies for the frustration with getting your plan closed. We appreciate your time with us and your patience. You were refunded on June 1 but an additional refund for the June box was processed today to make that a 100% refund. Please enjoy or donate the box. Thank you.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have two dogs and two accounts. About June 2023 I cancelled automatic renewal for both. One 6 mo, other 12. Dec 2023 the 6 mo account automatically renewed. I figured I'd messed up. I again cancelled 6 mo one and made sure 12 mo cancelled to not auto renew. June 1, 2024, 12 month renewed, I went to Web site and it did not show being cancelled. But the 6 month one did, later that day, they renewed the 6 month. Went to Web site and sure enough didn't show cancelled even though it did prior day. One account is ****** and other ******. called their number listed and tells you to go to website. I sent email, no reply, I sent a text which said email complaining. Nothing. Then they sent me a review for the 12 month account, how to make better, I said don't override when account was discontinued. Their reply did not mention them overriding, but said they make it perfectly clear customer has to cancel, I know that. I wasn't having an issue with this company until now. I cancelled because my dogs have enough toys for the rest of their lives and one is 1 yr 6 mo. But seeing how my account was overrode and renewed with out my ok and ignored my cancellation, I really have an issue now. Reading the reviews I am not alone. I have turned over to my credit card company and disputing both charges. One account did send a box that I took to post office and they marked refused. Credit card **** said to do this. I want a total refund by check since I removed all credit card info and froze that account.

  Business response

  06/04/2024

  Thank you for taking the time to share your feedback and experience with us. We offer our sincerest apologies for the frustation and unexpected charges. It looks like we don't have a cancelation request but apologize for the miscommunication. We have closed both plans and refunded them. You should see the refunds within 1-3 business days. Thank you for choosing Bark and for your patience.

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When I see the full credit I will accept it. Since I have requested a paper check be mailed, I will need to receive that. Pay pal has been deleted and credit card frozen. When my credit card contacts you, you can work out details with them. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  06/18/2024

  We are sorry to hear that you are still waiting for that refund. We have tried to process it several times. There was a dispute filed directly with the bank and they have opened a chargeback with PayPal. We are no longer able process the refund, as they are declined by the bank. A resolution will need to come from communications with the bank and PayPal. If we receive further information we will do whatever we can.

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for BarkBox in April 2024 on a 6 month promo and received a free outdoor dog bed. Which I did notice they were not very good at communication about when the box would ship compared to every other small company and large company I order from. So I give them a D rating for communication. The real issue is the May BarkBox order which was debited on May 05, 2024. I kept waiting for a notice that it was shipped . So after one week I emailed them and got an apology but no resolution or date. My thought is this.. we arent friends , we are business only , please just offer a date. I waited another week. Same fluffy response. I went to web site and now see 2 apparently fake *** tracking numbers. The link works but *** says no such tracking number. It is the 23rd of May. They have their money. But it really seems like a sinking ship. Id like a refund if I dont receive my box by the Tuesday May 28th, 2024, AND definitely will not keep my commitment for 6 months if my box isnt here by **** end. This is supposed to be convenient for pet owners and its not. Its work. Please help me.

  Business response

  05/24/2024

  Thank you for taking the time to share your experience and feedback with us. We offer our sincere apologies for the delay with the May order. We experienced delays in the warehouse this month due to a warehouse move. Rest assured, the box shipped and is headed your way. You have also been refunded for the shipping cost for that order. We thank you for your patience and for choosing BARK.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a six month subscription with this company in November 2023 and I have fulfilled my six month commitment, yet when I try to end my subscription the website will not allow me to do so. It is showing that I cannot make changes for another 5 months. I have tried the online chat option with no luck, I have sent an email, and I have tried to contact by phone and have been unsuccessful with every attempt. This company provides terrible customer service and makes it nearly impossible to get into your account online. All I want is to end my relationship with them. I no longer want the monthly box that they send - my dog has died! - and it should be easy to cancel the autoship. This company is a nightmare to deal with and it's rating on BBB should reflect that.

  Business response

  05/17/2024

  Thank you for taking the time to share your experience with us. We offer our sincere apologies for the difficulties in reaching us. We are so sorry to hear of your loss and are here for extra support. Rest assured, that your account has been completely closed at this time and there won't be anymore charges or boxes. Please keep and an eye out for communications from our team. Thank you for your patience and for choosing BARK.

  Customer response

  05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  05/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribed to bark box 4 weeks ago, they said theyd notify when my first box shipped. That never happened, they charged me for my second box but still havent sent my first. Ive emailed multiple times, and they do not have a phone number to call. Theyve charged $60 and delivered no product.

  Business response

  05/14/2024

  Thank you for taking the time to share your experience and feedback. This is not the experience that we wanted for you and offer our sincere apologies. We are checking with the fulfillment team on the original order. Also please rest assured that you have been given a free month and free double deluxe upgrade for **** to compensate for the original order and the May order shipped on 5/14. We will follow up when we know more about the original order status. Thank you for your patience and for choosgin BARK.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted BARKBOX 3 times to cancel my subscription to no avail. The assured me I would not be automatically sent more c*** yet I just got another shipment

  Business response

  05/14/2024

  Thank you for taking the time to share your experience with us. We extend our apologies for the confusion and frustration. It looks like all accounts have been closed completely. To make sure we have resolved this completely, please keep an eye out for further communications from our team. Thank you for your patience and for choosing Bark.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got charged $36.79 for a 6 month membership that I did not authorize. I was not informed that it was an auto renewal. When I contacted customer support, I get nothing back. I got one email essentially saying they cant help. Im contacting federal trade commission next. This is a scam and not ok

  Customer response

  05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

*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. ↩