Complaints

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:06/13/2025

  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.

  Deceptive product delivery/arrival date on *************** screens on their website.Sequence of events: 1. June 9th, 2025: paid an additional $13.70 for 2-day shipping of their product. The order confirmation page showed an arrival date of June 12th, ******. June 12th, 2025: Kiwico ships product, delivery arrival estimate changed to June 16, ******. June 12th, 2025: I reached out to Kiwico to cancel/demand full refund, including shipping fees. Notably, Kiwico does not pay for shipping fees to return items. The cost of expedited shipping and the return shipping cost would've exceeded the cost of the product itself for my order.4. June 13th, 2025: Kiwico refusal to accommodate. They claim the dates shown on the order payment page should be interpreted as estimates (no where on page indicates they were estimates).Additional notes: I want other consumers to be aware that the "Arrives by" date shown on their payment/order page is always incorrect because Kiwico basically sits on the order for 3 full business days. For example, a 1-day delivery option will actually take 4-5 business days. It is extremely misleading to claim a specific arrival date, always be wrong/late by 2-3 business days, and then trick customers into paying for expedited shipping. And it is surprising Kiwico would not simply accommodate a full refund (which is all I requested) of less than $100.The original order was $56.15, and I am requesting another $20 for return shipping + troubles.I have attached the email thread w/ the customer service, and a screenshot of the the delivery dates as of today, June 13 2025. Note the website has no mention of 'estimated arrival', but labels it as "Arrives by".

  Business Response

  Date: 06/16/2025

  Hi there, and thanks for reaching out and sharing your experience with the delivery of your item. We apologize that the item was not delivered within your expected timeframe. The two-day delivery (placed in the afternoon of Monday, June 9) should have had a delivery date of Friday, June 13 (as what was advertised during your checkout process), but the item will not be delivered until June 16 (one business day later than expected). Note that the information provided to you by the agent was not fully accurate. We do have date ranges for some of our deliveries, however, the one you paid for was specific and not an estimate. We’ve refunded your order and shipping due to the inconsistent service you’ve received with the delivery date and the agent. Please accept our apologies, and we hope to have an opportunity to work with you again in the future. 
  

• Initial Complaint

  Date:05/23/2025

  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 have a subscription for my daughter and wanted to add one for my son. When you put the date of birth on their website, it tells you what crate you will receive. I was only interested in the 1st crate lets bond and that is what their website told me I would get. When I got the shipping notification, I received the 2nd crate. Because they wouldnt fix my issue, I had to repurchase the 1st crate under a different profile and then I cancelled it. Now I just got an email that they shipped me the 2nd crate AGAIN which I already have. I still have yet to receive a response from the email I sent them on April 30th.

  Business Response

  Date: 05/29/2025

  Hi there and thanks for reaching out. We're sorry to hear about your experience with receiving a different age bracket crate than expected and a duplicate Panda crate due to a purchase under a different profile. We can only guarantee non duplicate crates for purchases under the same account and same child. In reviewing, the last email we received from you is on 3/12/25. Since then, we've sent two emails but have not hear back. We'd be more than happy to further assist you if you reach out to our team with additional information. We hope to hear back soon so we can help get this resolved.

• Initial Complaint

  Date:01/13/2025

  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 signed up for two subscriptions for Christmas gifts. I have intentionally paused the subscriptions as they were being delivered off the intended schedule. Though I have paused and even ended the subscription, this company renews my account and sends the delivery item. I paid for a certain number of deliveries, but I communicated that I wanted them every other month. This has not happened. I pause, then KiwiCo renews and sends a package anyway. There has been no effort to communicate with me, though I have attempted to reach customer service to discuss the issue.

  Business Response

  Date: 01/15/2025

  Tell us why here... Hi there and thanks for reaching out. Our system allows customers to manually only pause their memberships up to one month at a time. We apologize if there are any confusion. During the last interaction attempt you had with us on January 10, 2025, you had left the chat after the email was provided and there wasn't any further additional information provided regarding this issue. On January 13, 2025, our team sent a follow-up email however, we haven't heard back. We can confirm that your memberships are canceled and we've refunded the remaining 4 crates for each membership (8 crates total). Please allow up to 7 business day for the refund to post. Thanks again for letting us resolve this.

• Initial Complaint

  Date:01/03/2025

  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.

   
  Complaint: 22765136
  
  I am rejecting this response because:

  Their message was not satisfactory since they didn't apologize or offer us a refund. Plus the company has replied and ignored key factors on our detailed complaint, either because they have difficulty interpretating text, or as I would expect, they are trying to deflect the situation, which make their company look even more disturbing and fraudulent. 
  We indeed signed up for a monthly subscription, and we are well aware of that, we even stated that clearly on our complaint. What we didn't do was authorize them to charge our card 10 days prior to the billing date that should have been on the 24th of each month, since there were ZERO "alerts" about different billing dates during the registration process on their website, and ZERO information on their site's cancelation policy about them charging your card before 30 days. Also, we didn't even receive an e-mail notifying about the renewal charge that was made 10 days in advance.
  For those of you that are also having issues with this company, as they refuse to take their product back and give you a refund, my recommendation is: Make a formal fraud complaint online with the ************************, also file with your own State's Consumer Services (we filed one in *******, online). And of course, don't forget to leave your complaint here at BBB.
  If people make enough complaints with the Federal and State governments, they may go under investigation and most likely end up with a class action lawsuit against them. 
  We need to stop letting these companies push consumers around with their phony ways. We must stand up for our rights, and of course, don't forget to dispute the charges with your credit card company.
  
  Sincerely,
  
  Dimaima *****

  es". This is fraud. You can't send new info after someone already agreed with the policy they read on their website.

  Business Response

  Date: 01/06/2025

  Hi there, and thanks for reaching out regarding your experience. We'd like to provide additional detail as we feel it's important for this review to have accurate information. When any customer purchases a subscription, they can select either an auto-renewing subscription or a termed subscription (this is offered at the beginning of the transaction). Then, at the end of the transaction, if the customer has selected an auto-renewing subscription, they're provided an alert that they've chosen an auto-renewing subscription which can be canceled at any time. At this point, customers have the option to change their subscription before completing the purchase. Once the purchase has been completed, the customer is sent a copy of their order which would include a confirmation that an auto-renewing subscription was purchased. For the customer who wrote this review, it sounds like they missed these different notification attempts. After reaching out to our team, we've provided additional information regarding our renewal policy and confirmed that the your monthly club memberships are canceled. A refund was not provided because the crates were shipped out. While we have a variety of alerts in place for customers, we understand that we can always look for additional ways to notify customers. Thanks again for taking your time for your feedback.
  

  Business Response

  Date: 01/08/2025

  Thanks again for sharing your information and allowing us to pull your account for a more detailed review. After researching your case further, wed like to provide additional context to ensure the facts of what we provided you are not overlooked.

  In the order confirmation email you received on 11/24/24, titled Thank you for your KiwiCo Order followed by the order number, we shared the following in normal font size about your future billing dates Please note that recurring subscriptions will automatically renew until cancellation based on the subscription terms above, and your credit card will be billed on or around the 8th of the month for future months. As we provided you with the accurate monthly billing date immediately after your purchase, this suggests that you would need to cancel your memberships before the 8th of the month (a reminder that you did not cancel your memberships until the 18th). You confirmed in your communication with our team that you did receive the email showing that you would be billed on the 8th but stated it was not in an eligible font size, which is inaccurate.

  As for your refund, it's important to note that since youve opened a chargeback with your bank, we cannot make any adjustments to your December charges as the bank has frozen the funds. Weve asked the bank to allow the refunds to take place, but well need to rely on the bank to process the refunds for you.

  While we understand that the communication of your monthly billing cadence may have been overlooked or forgotten, we appreciate your feedback as it encourages us to continue to look for ways to enhance the communication and customer experience. Thank you again for sharing your thoughts.

• Initial Complaint

  Date:01/02/2025

  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.

  Watch it if you sign up with this company. This company has terrible negative option practices--little better than a scam. I signed up for a Kiwi Crate subscription in November 2023. It was renewed at a higher price with no prior notification on November 16, 2024. None - I checked my email several times and found no notification of renewal. I also received no notification that it charged me. Therefore, I did not see the charges until I paid my credit cart statement that included the charge and after the company shipped another 1-2 crated. I received a crate for my daughter in November than should have been part of the original subscription but the company says was part of the overpriced renewal. I received a second crate for a different product that I believed to be a promotion for a different type of crate, but now the company says it, too, was part of the renewal. As a promo, it would have caused me to consider signing up for the "Labs" subscription crates, but instead it showed me that the company has poor customer practices and just wants to trick people out of their hard earned cash. I spoke to customer service and my subscription is being cancelled but I am being charged for the crates I did not want and did not expressly authorize, and they also refuse to accept the crates back. If the company thinks its crates are so great, there should be no problem with getting true consent from customers instead of sending merchandise then sticking unsuspecting parents with the bill.

  Business Response

  Date: 01/03/2025

  Hi there and thanks for checking in. We're sorry to hear that your experience did not meet expectations. We want to thank you for taking your time to provide your feedback so we can further investigate. For additional context, you have purchased this 12-month membership on November 19, 2023, the first crate shipped out in November 21, 2023. Please note that all auto-renewing subscriptions will send an email reminder 7 days before the first renewal and 30 days before the annual renewal. Also, we allow customers to pause their subscription and/or cancel/turn off the auto-renewing feature. Upon reviewing, we can confirm that a renewal email was send out on October 15, 2024, one month before the membership renewed on November 15, 2024. Two additional crates were shipped before you had reached out to us. We do advise our customers to check their spam/junk mail as our email can end up there. Our team have gone ahead and canceled and refunded you for the remaining 10 unshipped crates. If you need additional assistance with your account, we'd be happy to help. Thanks again for sharing your feedback.

• Initial Complaint

  Date:01/02/2025

  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 paid for 6 box subscription of kiwico under one email, I upgraded my subscription to deluxe. It came to 92 dollars per a box (even though i thought i had a discount. Ive received all but two of my boxes and have never had an issues between box 4 and 5 kiwico switched my subscription to a different one of my emails. It was the email I didnt pay for the boxes through so now they keep charging my other account even though the boxes are paid for. They switched my subscription to the other account. I know they did this after they got the 5th box ready due to the fact the box is being sent to my new address which is listed in the account I paid for the boxes through and not the address in the account they keep billing me for since I moved from ******. This is not the first time they have done this I have email about them switching account before and overcharging me. KiwiCo is a very shady company and continues to charge there customers credit cards for products they have already paid for. I sent multiple emails to the company and have requested for all of my products to be sent to me, but they keep charging my credit card for product Ive already paid for.

  Business Response

  Date: 01/07/2025

  Hi there, and thanks for reaching out. Hopefully, this additional context will help to clear up the sequence of events mentioned in this customer's review. This customer purchased a ******** Panda ********************** membership on February 29, 2024 and then upgrade the membership to deluxe plus in March under one account and purchased an additional monthly Panda Crate membership in April 2024 under another account. Our system automatically put the monthly membership on paused until the current one expired. Once the current membership was done, the monthly membership tried to renew, which was the two attempted charges that never went through. At this point, our team have already confirm that all crates were shipped and the memberships are expired. We apologize for any confusion that our notifications may have caused. We've sent you a detailed emails listing out all the finalized charges and further clarification. If you need additional assistance with your account, we'd be happy to help. We thank you for giving us this opportunity to review and clarify this issue for you.

• Initial Complaint

  Date:12/13/2024

  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.

   
  Complaint: 22675558
  
  I am rejecting this response because:

  Not being a retail store is not an excuse. ****** allows for gift receipts as well. 
  
  Sincerely,
  
  Sheina

  Business Response

  Date: 12/16/2024

  Hi there and thanks for taking your time and providing your feedback. Since our company is a online retail and do not have a physical store, we do not offer gift receipts. We do however, recommend purchasing a gift certificate so that the gift recipient can select the crate of their choice. We recognize that improvements can always be made to any customer experience and thanks again for taking the time to share your thoughts.

  Business Response

  Date: 01/02/2025

  Thanks again for your feedback, we'll share it with our team for future consideration.