Complaints

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

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  BarkBox

  221 Canal St Fl 6 New York, NY 10013-4149

  
• 

  BarkBox

  1200 WORLDWIDE BLVD Hebron, KY 41048

• 

  BarkBox

  445 N High Street, Suite 200 Columbus, OH 43215-2071

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:03/10/2025

  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.

  Date of transaction - 2/22/25 Signed up for 6 month subscription to include 2 dog toys and 2 treat bags First box contained two low quality discount store toys. I did not give to my dog as he would have destroyed them immediately. There were also 2 bags of treats which my dog would not even sniff.Their refund policy return policy states 100% happiness guarantee. I am not happy and they will not cancel my six month subscription, in fact, another box is on the way! I would like to be refunded and my subscription permanently cancelled. Thank you.

  

  Business Response

  Date: 03/11/2025

  Thank you for sharing your feedback. We're sorry to hear that the toys and treats didnt meet your expectations. We understand how disappointing that must have been, and we appreciate your patience. Our team has sent you a confirmation email regarding the closure of your account, ensuring you will no longer be billed. Your March box will be the final box you receive. Additionally, our Leadership team will be reaching out via a separate email to assist further. We truly appreciate your time with us and your feedback. Thank you for trying out BARK. 

  Customer Answer

  Date: 03/20/2025

  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

  Date:03/05/2025

  Type:Delivery 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 complaint is against ******* or bark. I ordered a three(3) month gift subscription for my daughter and ******* continued to send an order after the three months was completed. I bought a 3 month gift BarkBox ($105.56) for my daughter on December 9, 2024. The order was fulfilled over 3 months (December, January and February). On March 3rd 2025 I was billed $37.32 by ******* for an order which I did not place, with the ******* website stating it was a subscription order. I never ordered a recurring subscription and didnt authorize ******* to use my credit card for this order. I was originally double charged by ******* for my order ($105.56 twice) on 12/09/2024. I have an email from bark stating they needed to create an account in my name which I did, but I never authorized this March order for $37.32 or any type or recurring order. In an email, which I have attached below, this is an excerpt from same email.From ******* I have successfully set up the free gift subscription for ****** and **** under your ************************* account. This will activate in January so they will receive their 2nd box next month and the final box in February. I started to research ******* and saw similar happens often, and that in 2022 there was some type of lawsuit settlement in **********. I have several emails saved that I can provide in regard to my dealings with ******* and will provide them upon request.I shop online often. ******* has several traits that are unnerving to me. The phone number listed on my bank card transaction for ******* (*************) is never answered and is cut off after several rings. They also dont show my original orders on my ******* account, which also doesnt have an account number.

  

  Business Response

  Date: 03/06/2025

  Thank you for your feedback, and we sincerely apologize for the inconvenience. After reviewing your account, we recognize the error and take full responsibility. We've issued a refund for your March payment, which should reflect in your account within 2-3 business days. As the March box has already shipped, we're happy to offer it as a gift. Our Leadership team will reach out via email to assist further. We appreciate your time with BARK and your valuable feedback.

• Initial Complaint

  Date:03/05/2025

  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.

  I bought a subscription to Barkbox. My dog didnt like it. I was told I needed to wait 6 months. In September I unenrolled my pup. I should no longer receive boxes after the remaining months, so January. Its March I am still getting boxes. I contact them again. I must wait until the next 6 months has been done.. Ok, now I am upset. I reach out to customer service and they assured me March was now my last box. My account was now ended. Ok, I guess. I just got a email. My account is now until July???? Why? Why are they doing this?

  

  Business Response

  Date: 03/05/2025

  Thank you for sharing your feedback. Were sorry that the toys werent the right fit for your pup and for the confusion surrounding your subscription's end date. We understand how frustrating this must be, and we truly appreciate your patience. We can confirm that your account has been fully closed to prevent any further charges. As discussed with our team on March 4, your March box will be the final one, as it was already in preparation for shipment at the time of your request. Our Leadership team will also be reaching out via email to assist you further. We appreciate you giving BARK a try and for being part of the pack! 

• Initial Complaint

  Date:03/04/2025

  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.

  ******** toys are supposed to be added on to and sent with the Bark Box subscription once per month and shipping is supposed to be free for those items according to their website and advertising. Every month Bark Box charges me $5 per toy club item for shipping and sends each toy club item separately from my Bark Box. I was made to believe toy club toys would have free shipping and be sent with my monthly bark box and that is what i budgeted for. I never consented to or was made aware of the extra shipping charges they deduct from my bank account. Of o knew each toy club item would have a shipping charge I would not have subscribed. I did not consent to these charges being deducted from my bank account ever and was not made aware there would be any charges for shipping of toy club items. According to their website shipping for those toy club items should be free and they should arrive with my regular Bark Box monthly. I have contacted customer service twice to sort this out with no resolution. False advertising, poor customer service, unauthorized bank charges, no refunds. This spans multiple orders for multiple months of unauthorized charges.

  

  Business Response

  Date: 03/04/2025

  Thank you for sharing your feedback. We sincerely apologize for the frustration caused by the shipping charges and separate deliveries of your ******** add-ons. We understand how important clear expectations are, and were sorry for any confusion or inconvenience this has caused. Our team reached out via SMS today and has processed a refund for the shipping charges incurred in this months order. Additionally, our Leadership team will be in touch on a separate email to assist you further and provide more details. Please know that we take this feedback seriously and will work to improve our communication regarding add-on orders. We appreciate your patience and for being a valued member of the pack! 

  Customer Answer

  Date: 03/04/2025

  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:

  I have well over $10 in unauthorized charges from my bank account spanning months by Bark. I put the toy clubs on temporary hold while trying to resolve this last month. They refused to resolve this issue the first and second time and failed to give me an explanation. I will also be contacting my bank and filing a complaint with my bank against **** with copies of this complaint and proof from their own website that I should not have gotten so many unauthorized shipping charges according to their current policy. This is the second time with this issue they let go unresolved and kept taking unauthorized deductions from my account for shipping and sending toy club toys separately which is why I put it on BBB. They only refunded me for this month. I will not be renewing my membership. I permanently cancelled all toy club memberships. Our family of 6 dogs will find alternative toy and treat options. I dont like unauthorized unexpected charges and false advertising. A $5 tennis ball club turns into a $12 single delivery. Multiply that by around 5 toy club memberships and thats around $25 a month extra that I shouldnt be charged and you are not authorized to charge me. Same thing happened with the monthly treat topper subscription. How does that happen when everything is supposed to be mailed together once a month, one charge a month for everything and free shipping since I was spending so much money well over $100 a month at times? Bark used to be so much better. I have not received a private email. And customer service never tried to fix my account to resolve the issue. They gave me $10 and if I didnt cancel everything, they would probably keep making the same mistake. Im a disabled veteran and at this point, Bark Box isnt worth all the hassle and headaches. It used to be good and reliable. Not anymore. 

   

   

   

   

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

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

  

  Business Response

  Date: 04/04/2025

  Thank you for sharing more details about your concern. We sincerely apologize for the frustration caused by the shipping charges and for the missed follow-up from Leadership regarding their March 4th email. After reviewing your account, the shipping fees were incurred because the VIP ******** was added as a separate subscription, rather than as a recurring add-on to your existing monthly box. When add-ons are not merged with your regular shipment, they are sent separately and incur their own shipping charges. We regret that this was not addressed as expected. That said, weve taken steps to make it right. Refunds have been processed for the shipping fees charged in January, February, and March. You will no longer see additional shipping charges moving forward, as your recurring add-ons have been removed. Your account now only reflects an active 6-month plan. We hope this resolution meets your expectations, and were here if you need anything further. Please dont hesitate to reach out to us at ****************** Thank you again for your patience and for being part of the pack.

• Initial Complaint

  Date:03/03/2025

  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 order** a box and even sign** up for a subscription in late January. The box still has not made it to me. I continue to get emails from BarkBox saying theyre sorry it didnt make it to me. *** open** chats, sent emails and even text** the company and nobody has resolv** this issue. Someone will hop on the chat and eventually discontinue responding to me. There is no customer service phone number to call and talk to someone. The only options are to text, chat or email. Ive tea cha ** out because I want a refund. Also, I want future shipments and charges to stop. I just was email** again that my next box is on the way. I dont want to continue paying for this subscription of boxes that cant seem to make it to my address. This is the message I continu** to chat, email and text them with no response about ending this subscription and refunding me: Email: ********************** Order number: BARK-1889839 Shipping address:************************************** Hi, I order** a box over a month ago and it hasnt arriv**. According to the shipping information, youre having a hard time finding my house. Yes, ************************************** is the correct address. **** and Amazon Prime seem to find it no problem. For some reason your shipping service cant. Please refund and unsubscribe me and stop any future charges or shipments. I do not wish to continue I would just like to stop any future shipments or charges. Thank you. ******** ********

  

  Business Response

  Date: 03/04/2025

  Thank you for sharing your feedback. We sincerely apologize for the frustration caused by the delivery issues with your boxes. This is not the experience we want for our valued customers, and we're also sorry for the delay in getting back to you. After reviewing your account, we can confirm that it has been fully closed, and youve been refunded for both January and February since the boxes were returned to the sender. Our Leadership team will be reaching out separately to assist further. We truly appreciate your patience and for giving BARK a try! 

• Initial Complaint

  Date:03/03/2025

  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 screen shots of an employee offering me a *****/month plan and then in their next response, they tell me theyre signing me up for a 36/month plan. They then try to backpedal and tell me they thought I asked for that plan when it wasnt even offered to me for me to know it was an option

  

  Business Response

  Date: 03/04/2025

  Thank you for sharing your feedback. We sincerely apologize for the confusion and frustration regarding the plan details provided. We understand how important clear communication is, and were sorry for any miscommunication on our part. We can confirm that your account has been fully closed and that the remaining boxes have been refunded, as confirmed via chat on March 2. Refunds typically take 2-5 business days to process, depending on your payment provider. Please know that we take this feedback seriously, and we will ensure our team members are equipped with the right tools and training to prevent this from happening in the future. We truly appreciate your patience and for giving BARK a try.
  

• Initial Complaint

  Date:03/02/2025

  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 have reached out to ******* on several occasions to cancel my subscription. On February 8, 2025 I received an email confirmation from ***** from the Happy Team at **** stating my subscription was canceled. I've attempted to cancel since January, and they are still charging me for the service which I was told was terminated.

  

  Business Response

  Date: 03/04/2025

  Thank you for sharing your feedback. We sincerely apologize for the frustration caused by the continued charges after your cancellation request. This is not the experience we want for you and your pup, and we take full responsibility for the oversight on our part. We can confirm that your account has now been fully closed, and you will not be billed again. A confirmation email has been sent to you today regarding the cancellation. Additionally, weve processed a refund for your February payment, which should reflect in your account within 2-5 business days, depending on your payment provider. We truly appreciate your patience and your feedback, as it helps us improve. Thank you for giving **** a try! 

• Initial Complaint

  Date:03/01/2025

  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 contacted Bark several times about cancellation and was told if I cancel before the 12 months was up I still had to pay remaining subscription. We are in march and there were items I didnt order and I am being charged for I tried to do the chat feature since they dont have a known phone number and I waited an hour and 5 minutes no one responded at all so I sent 2 emails waiting for a response but I dont think I will get one since I havent in the past. This is a company that needs to change how they do business if they want to keep customers. In my chats and emails I asked for a refund for the items and I also asked to cancel my subscription and I dont think I will get any response back from them.

  

  Business Response

  Date: 03/01/2025

  Thank you for sharing your feedback. We sincerely apologize for the frustration caused by your cancellation request and the difficulty in reaching our support team. Thats not the experience we want for you and your pup. We can confirm that our team emailed you today regarding a refund for your March add-ons, as those charges were not authorized. You should see the refund within 2-3 business days, depending on your payment provider. Additionally, our Leadership team will be reaching out separately via email to assist you further. We appreciate your patience and for giving BARK a try.

• Initial Complaint

  Date:02/24/2025

  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 started a subscription in January, the first box arrived with no problem and my dog liked the toys and treats. When the second box arrived, I was underwhelmed and disappointed with what I got versus the price I paid, so I emailed asking to cancel my subscription. That's when the games started. Over the course of several weeks (with many days between replies), I was told that it was impossible to cancel my subscription and offered multiple alternatives - less frequent deliveries, less stuff in each delivery, etc - but was told repeatedly that I could not cancel the 6-month subscription. It wasn't until I canceled the ****** subscription authorization and threatened to dispute any more charges to my credit card that I received an email confirming that, yes, in fact, they could and would cancel my subscription. This kind of business practice is misleading, deceitful and probably illegal and I would discourage all consumers from doing business with this company.

  

  Business Response

  Date: 02/25/2025

  Thank you for sharing your feedback. We sincerely apologize for the experience you had when canceling your subscriptionthis is not the experience we want for you and your pup. We do offer different options to adjust a subscription to better suit our customers needs, and we aim to be as transparent as possible about our multi-month plans. While these plans offer savings, they do remain active for the full term, even if auto-renewal is turned off. That said, we never want our customers to feel frustrated, and we sincerely apologize that the cancellation process did not feel smooth. Your account has been closed, and you will no longer be billed. A confirmation email from our team was sent on February 22. We appreciate your patience and thank you for giving BARK a try.

• Initial Complaint

  Date:02/22/2025

  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.

  Barkbox falsely advertises free gifts to induce you to sign up. In my case, it was a free dog bed that was never sent. When I tried to address it I was simply told they ran out but not offered any replacement. At no time did they discontinue the advertisement- even after failing to provide my free gift, and while maintaining that they had run out, leaving clear that it is intended to fraudulently induce subscribers. The actual subscription boxes contain terrible quality treats and toys- equivalent to what you would find in a dollar store.They make the cancellation process extremely difficult, foceing you to remain online with chat bots for an extremely long time in order to process cancellation.

  

  Business Response

  Date: 02/25/2025

  Thank you for sharing your feedback. We sincerely apologize for any confusion regarding the free bed and that the items didnt meet your expectations. Our records show the bed was included in your first box, and your subscription was set up for soft and plush toys. While we have options to tailor your experience, we understand your decision to discontinue. We see that your account was closed and confirmed via email on February 22. Our Leadership team will reach out separately to assist you further. We appreciate your patience and for giving BARK a try.