ComplaintsforBarkBox

• 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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Barkbox for two toys for my dogs in early April. I received a notification my order was received on 4/11, then nothing more. I used the tracking number only to find nothing has happened with it, it has gone nowhere. Ive tried to contact them via phone, which gives me the message it is not in service, as well as on their website, which sends me on a never ending loop of the check of I am not a robot followed by identifying the pictures with bicycles, cars, motorcycles, light posts, etc, each time telling me I failed to identify the right pictures. I literally went through dozens of them. There is no way to reach this company and Im now feeling it must be a scam. My order number is *******Thank you.

  Business response

  05/08/2024

  Thank you for taking the time to share your experience with us and we apologize for the delay in the order as well as the trouble with reaching us. We located the order and it seems to have been lost after it was shipped. We have ordered replacements and you will get a tracking email when that ships. Thank you for your patience and please reach out to us at ******************************** for additional assistance.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bark & ** erroneously renewed my subscription for another 6 months according to my profile with them. Yet, I had canceled and received a cancelation acknowledgement from them stating that my subscription was canceled at my request and that I would receive the last Bark Box in April 2024, which I have attached.Yet, they charged me another $21.58 for a box that is being delivered in MAY and have automatically renewed me for another 6 months.I have repeatedly tried calling, emailing them to no avail. And also attempted an online chat (which isn't working). Please help me to get my money back and to have no other charges billed to my account. Thank you.

  Business response

  05/08/2024

  Thank you for taking the time to share your experience with us. We offer our apologies for the confusion and frustration. We are unable to locate an account for the name or address provided but want to help. Please reach out to ******************************** and share the email address that the account is under so that we can resolve this for you. Thank you.

  Customer response

  05/22/2024

  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:

  Dear Gentlemen/Ladies:
  
   
  
  Attached are 2 responses that my subscription would be cancelled immediately. You will find them at the end of the original running email in PDF (****). The two responses appear at the bottom. They are dated May 13th & 15th.
  
   
  
  For your convenience in viewing (file contains many repetitive automated responses), I did cut and paste only the two recent responses (May13th & 15th) to a word document (79k) attached as well.
  
   
  
  Since my complaint to you at the BBB, they have stated that the May box should be the last.  If I am billed or receive Bark Box in June, I will contact your office again. 
  
   
  
  I thank you for getting involved, because it apparently bumped my complaint out of their automated response state with a supposed resolution. Your help was much appreciated.
  
   
  
  Sincerely,
  
  ********************************* 

   

   

   

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

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

  Business response

  05/23/2024

  Thank you for taking the time to share your experience with us. We offer our apologies for the confusion and frustration. As mentioned, we are unable to locate an account for the email address, shipping address, or name that was provided. We want to help so please reach out to ******************************** and share the email address that the account is under so that we can resolve this for you. Thank you.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I fulfilled my commitment to a 6 month subscription, which started in November of 2023. I purchased it as a Christmas gift, with the intent of having it for 6 months only. This week, I was charged with an auto renewal of another six months, without any warning that it was going to happen. I tried contacting the company, but you can not reach them by phone. I tried the text messaging method recommended but when I started, it stated they may be up to a 2 hr wait, so the recommendation was then to email. I emailed, and someone responded with an email asking why I was dissatisfied. I have responded 4 times now, with no response and no resolution.

  Business response

  05/06/2024

  Thank you for taking the time to share your experience and feedback with us. We offer our sincere apologies for the surprise renewal and any confusion and frustration. We appreciate you gifting BarkBox and just want to share that the order wasn't set up as a gift and that is why it renewed. We are sorry that was unexpected. Rest assured, the plan had been closed and refunded in full. Please keep an eye out for further communications from our team. Thank you for your time and patience.

  Customer response

  05/07/2024

  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So back at the end of February we have come in to some financial difficulties. So on March 5th I went into the barkbox app to cancel my subscription. I sat there for almost 2 hours ensuring what I did would stop it. The only option they have is to disable auto-renewal. Does not explain that thats only for the yearly cost. It doesnt explain much of anything so I assumed it was for it all. Got the email confirmation so I deleted the app. Not realizing it was charged in March, April and now I see it was charged in May. Causing my account to go negative. So I contact them and their response was, to sum up, all well we are taking your money anyways. I have the screenshots to prove the conversation. They refused to cancel the subscription and said they wont until it ends for the year I asked for. Since when does this happen??? When are you not aloud to cancel something like this and blatantly be told, they are going to take your money anyways. I will never go back to them and will take necessary steps to ensure they dont get another dime.

  Business response

  05/01/2024

  Thank you for taking the time to share your experience with us. We offer our sincerest apologies for the confusion and frustration and wording in the interaction. It was not intended as it was taken, but meant to explain the processes and why there were still boxes and charges. All of our plans renew at the end of each plan purchased unless that is disabled. The plan was for 6 months with a free bed promotion that is only available for those committing to 6 or 12 months. In March, the renewal was successfully disabled and the plan would close after the 6 months of the plan was completed. Deleting an app doesn't cancel any plans with the related company. We are happy to help if there is a more immediate need and just reach out as soon as needed or as soon as you see an unexpected charge or box. Rest assured, that your plan has been closed completely at this time and you have been refunded for the May box. Thank you for your patience and if you need further clarification please let us know.

  Customer response

  05/03/2024

  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:

  [Your Answer Here]

  The response i received in the email from **** was proof that there was no confusion.  And she said she had to go out of her way to get a refund but you want to offer a discounted price instead.  There was no confusion.

   

   

   

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

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

  Business response

  05/03/2024

  Our sincere apologies for the wording and understanding of the message that you are referencing. It was not our intent and we have aligned with team members. Again, the plan has been closed early and you have been refunded for **** Thank you again for your time and patience.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a monthly barkbox subscription paid for in full. I have not received my April box. I also ordered 4 add on to my box and still have not received . It is May 1st. I have been in contact with Barkbox regarding this several times in the month of April. However, they are supposed to refund me April box, add an extra box to subscription, refund me part of add on and send out 3 extra toys. I have not received the extra toy that was a duplicate, I have not received credit and would like a full refund of add on not partial. They sent several emails and in chat text stating they will make it right and have not done this. It seems as if the last 3 months my boxes have come later and later. I get the excuse that the warehouse is busy.

  Business response

  05/01/2024

  Thank you for taking the time to share your experience and feedback with us. We extend our sincerest apologies for the delay experiences this month. Add on items do take longer to fulfill and ship but we also experienced and overall inventory delay that was unexpected. The add on items have shipped and you have also been refunded in full for those because of the delay. In addition, the extra toys that were promised are being processed as well and we have already added several free months to compensate for the wait for the monthly box as well. Thank you for your patience.

  Customer response

  05/02/2024

  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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a 6 month subscription. I cancelled auto renewal on 11/26/23. March 2024 was to be my last shipment. They just continued to tell me my box was ready and I didn't realize that ***** was beyond the six months. I cancelled and forgot about it, knowing I had already cancelled. I looked into it and I'm signed up for another 6 months. I did not implicitly agree to that. I chatted/ emailed with customer service. When I said I wanted it cancelled and showed her the emailed saying it was can't she ghosted me.

  Business response

  04/30/2024

  Thank you for taking the time to share your experieince with us. We extend our sincere apologies for the confusion and frustration with getting your plan canceled at the right time. An item was added to the April box so that might have caused it to continue. Our teams are looking into it. Rest assured, that your plan was completely closed earlier, as requested. We responded to all messages and follow up emails were also sent but let us know if we can help further. Thank you for your patience and for your time with us.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It's so sad because all my friends told me they liked BarkBox and I wanted to love the service so badly but it *****. 0/10 DO NOT RECOMMEND. basically a scam and clearly other people complaining here are claiming the same thing. On March 23rd I initially paid for one BarkBox and got one for free with a promo code. So, the box never ships and they send me automated apology email after apology email for not being able to ship it due to switching warehouses, reps told me they hadn't shipped, then another rep blamed it on the parcel being lost in transit. LOL it was excuse after excuse. Ultimately, I canceled my subscription and you guys should too. Better yet, go invest in a better service such as BullyMake, that's where my moneys going. So anyways, they sent me out a box in ***** and I received a couple days ago but unfortunately this company is still incapable of making things right and messed up again. They sent me a super chewer box when I specifically asked them to change it when I originally signed up. They said they can't do the first box but they'll make the second box standard when I specifically asked them to change it and THEY HAD MORE THAN ENOUGH TIME TO MAKE THE **** JUST NORMAL DOG **** INSTEAD OF SUPER CHEWER. Sure enough I still just got the super chewer box in ***** because of their f*** up in March. GODD if I could explain the confusion and ******** that this companys customer service put me through and make it make SENSE, I would. My puppies and I will take our business elsewhere. Just remember to NEVER shop BarkBox.

  Business response

  04/29/2024

  Thank you for taking the time to share your experience with us and we extend our sincerest apologies for the frustration and disappointment. The plan was started as a Super Chewer plan with a free Double Deluxe. We are not able to change from Super Chewer to Classic at that point since **** orders go to fulfillment and get assigned right away, but we did change that for the remainder of the plan. As mentioned in prior communications, that means that the box is doubled from the standard assortment, so with the extra toy plan you would have 5 toys, 4 bags of treats, and a surprise item. Our apologies for the delay in fulfilling and shipping that 1st box, we know that isn't the experience that we hoped for you and we saw an unexpected delay with inventory. That first box was delivered and we also added a free month with another free Double Deluxe to help make up for the fulfillment delay. That was also delivered. Rest assured, that your plan has been closed completely and there will no further charges or boxes. Thank you for your patience and for trying out Bark.

*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. ↩