Complaints

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

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  UrthBox

  535 Mission St Ste 1921 San Francisco, CA 94105-2997

• 

  Urthbox Inc

  914 14th St Apt 104 Santa Monica, CA 90403

• 

  Urthbox

  3625 Kennesaw 75 Pkwy NW STE 130 Kennesaw, GA 30144-4606

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:02/12/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  As seems to be common from the other complaints here, I ordered a stand alone box as a gift on 10 JAN 2025. When filling out the order, I made sure that I was not signing up for an ongoing subscription. I received a receipt email for that order and a subsequent shipment email on 14 JAN, though tracking shows it wasn't picked up until 15 JAN. **** forward to 10 FEB, I received notice of a confirmed second order and immediately reached out to their customer service to have the order pulled and refunded, and any kind of subscription they'd automatically signed me up for cancelled. While I waited on a response, I looked more at their website and they had a "FAQ" page with instructions on how to cancel a subscription - directing people to log in. To do that, at least on their browser interface as it is found on mobile, you have to scroll through ten screen sized length of content to the very bottom to find "account login" buried in small print at the bottom. I logged in, found that I had been auto-signed up for a subscription in spite of my singular order, and cancelled the subscription that had been forced on me. Meanwhile, I did finally hear back - about four hours after I'd reached out to them and seven hours after the original notice of a second order. They said they'd check on it, but claimed that there was a chance it would be too late to pull it out. They claimed at the time that I received an email prior to the order going through - but I've triple checked my spam folder and never received such an email. More than a day goes by before I finally hear back - that it has conveniently shipped early and is too late to pull or refund. Do not shop here. They use predatory tactics to drag money from previous customers and have no remorse or ownership of these bad practices. They'll try and trot out screenshots to show what you "should" have seen - trying to pass the blame onto their customers rather than owning their bad behavior.

• Initial Complaint

  Date:02/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Terrible! They told me if I paid the expedited shipping they would have it there in 4 days but the email they sent me said it would go out in 11 days!! Not acceptable! They wouldnt let me cancel the order because they said they couldnt get ahold of the warehouse really????!!! Terrible service!

• Initial Complaint

  Date:01/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 wife ordered a box on december 5th for christmas gifts, they didnt ship till the 17th, (their website states itll ship on the 15th of the month) not a huge deal, never got any tracking information until we emailed them, it didnt arrive for christmas it is now january 4th, and it arrived at our local post office and was returned to sender because of the way they put the address on the box. i have emailed multiple times asking for a refund or some sort of compensation, met with no we cant do that sorry its already been shipped to you. now they are just flat out ignoring me and we have no boxes and are out 60$

• Initial Complaint

  Date:12/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a subscription box for a family member that auto renewed without my knowledge. When I called to cancel the new subscription as nothing has been sent yet they advised they cannot cancel the order and cited auto renew language buried on their page. I would like a refund and they should be required to make this information apparent when customers order. This practice is deceptive and predatory.

• Initial Complaint

  Date:09/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Seen an advertisement on ******** about Urthbox, Placed in order the box was free just had to pay shipping which was 1999, I almost immediately sent an email asking them to completely canceled the order and they responded back and said sorry to see you go but yet the box was still shipped to my house I was still charged the $20, I sent multiple emails before the box was shipped and after the box was shipped and after it had already arrived with no response back for a full refund

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Their website does not clearly state that their one month box is a monthly subscription. I tried to get in touch to cancel the boxes and get my money back, no one answers the phone or returned my messages.

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 yearly subscription on July 25, 2022 (order #******). It was not fully processed until September 2022. Was told subscription would be extended one month due to company error. Was charged $491.88 on 9/6/23 for another yearly subscription. Sent an email to Urthbox on 10/23/23 cancelling subscription. Boxes were still sent and no refund provided. Contacted company on 11/15/23 when another box arrived. No response from company. On 12/26/23 I sent another email reminding of the cancellation and requesting a full refund. On 12/29/23 I received an email with the offer of a partial refund of $233.94 for "boxes that are not in queue to be shipped" and that I would be receiving the last box in ******** This company is extremely difficult to work with. Responses are delayed. **************** number does not work. Their website offers a "cancel button" if you sign into your account, but they don't offer anywhere to login if you are accessing the site from your phone. You pay ahead, then they ship the product, but not on a consistent timeline (sometimes mid-month, sometimes end-of-month). If you do not cancel by the last day of the renewal month, they will charge you for another full subscription and not offer any refunds. When I cancelled, they removed my account access on the website, even though I am still receiving boxes.

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 used a gift card for a 3-month subscription in April. I was then charged on 7/4/23 for another 3-month subscription as they required my credit card to use the gift card. ***** in customer service refused to refund me. Even though, per Lizel in customer service, there were options to cancel, I was not aware. The checkout site interface is not user friendly. I couldn't even use my original gift card without contacting customer support. I did not consent to a continuing subscription when my understanding was that the gift card covered a 3-month subscription, not the first 3 months of a perpetual subscription that would then be charged to my credit card. I want a full refund of $77.97.

• Initial Complaint

  Date:01/01/2023

  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 $349.88 for a years subscription to urthbox on 12/23/2021. They never sent me any boxes nor did they send me any confirmation emails or receipts. Then a year later they tried to charge me $419.88 which I did NOT authorize. This company is just one huge fraud.

  Business Response

  Date: 01/12/2023

  Hi, 

   

  We just checked the account and cancelled it fully and no new charge went through only a renewal attempt. We just emailed the customer back and fixed this for her. Please have her check this after. 

   

  I'm deeply sorry for the invonveince. 

   

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18668431
  
  I am rejecting this response because:

   

  I still received no boxes for 2022, so I'd like a refund for the original amount I paid at the end of 2021. The only reason I didn't get charged for the renewal was because I cancelled my debit card once I saw the charge. I also have not received an email from them yet.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The way this company steals money from people is plastered all over the internet. It's a snack box delivery company. I bought one 4 months ago and it never came. I reached out to their customer support and still, it never came and they just told me to continue waiting. Now 4 months have gone by and I see that there have been 4 charges for $50, $200 total, for a product I never received. This is their strategy it seems. All over Reddit and other sites, I see people have been having a hard time getting ahold of this company and getting their refunds....even if someone never received the product, they still won't give refunds! They aren't answering me. I WOULD send you my receipts, but they aren't sending them to my email. I only have one receipt, which a customer representative sent me after I complained. It's attached below.They also have 3 different addresses, can you please make sure to contact each one of their offices?Just to reiterate, they never sent me any emails with receipts besides for the time I complained about it 4 months ago, so I had no way to know I was being charged. The fact that I used a different email address to contact them with my complaint is not a factor here, I never received any emails from them to any of my email addresses. Not even in the spam or trash folders.