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:03/17/2025

  Type:Service or Repair 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.

  I ordered a subscription service and paid for a years service 1/19/3025. Apparently my first of 6 orders was shipped 1/20/2025. I still have not received this package. I contacted them for a replacement when it didnt arrive. They refused for awhile to issue a replacement. They told me they processed the replacement 2/26/2025. However when I click the tracking, it shows as pre-shipment and that a label has been created but nothing has been turned into the post office for delivery. Today it shows the original package is back in *******, I assume to be returned to seller.

  

  Business Response

  Date: 03/21/2025

  Thank you for expressing your concern in regards to receiving your first Hack Pack box. Our shipping warehouse and carrier (****) has informed us of an issue in the **** system that has caused a delay on the delivery of your package, which is also why the replacement request was initially denied. **** had informed us that there would be a delay due to the issue in their system, but that the package would eventually make it to the customer. We DEEPLY apologize for the stress this has caused, and appreciate your patience with us and **** as we continue working together to get your box delivered. 

  Customer Answer

  Date: 03/22/2025

   
  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.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/31/2024

  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.

  On Dec 9th I received an email from Crunch Labs saying the Hack Packs that I had been looking at are on sale and that the sale will end soon. That evening I went through the process of watching the ******* video and clicking the link to their website to activate the sale. The product was 20% off. When I went through the purchase process the discount showed every step of the way. I entered my payment method and submitted. After submitting my order payment and reviewing the Summary Screen I saw that they charged me the full price and not the price they advertised on the previous screen. I immediately took a screenshot of the Order Summary and exited the site. I then went through the process of clicking on the ******* link and walking through the purchasing steps. At each point I began taking screenshots of the advertised discount price appearing on my screen. I stopped this process at the screen that I enter my credit card since I did not want to get charged for a second set. That evening I emailed customer service and they did not respond so I called them at the end of the next day and spoke to someone who said they would get back to me. They never did. I called again on the 12th I submitted the screenshots showing the difference in price. After being lied to and having to call back again that same evening they denied my claim and wouldn't let me talk to a manager. After trying to talk to a super. for a long while to no avail I hung up. A little while later I received an email saying that they would not refund me because the sale was over. I replied asking why they were advertising the sale price if it was no longer available. I have not received a response. I called again on Dec 18th and was told my request was in the queue and that I would receive a response just be patient. It is now Dec 31st and I still have not received a response. I would like them to honor the price they were advertising on the site when I purchased and refund me the *****.

  

  Business Response

  Date: 03/07/2025

  Hi, 
  
  I am sorry to hear that you had a undesirable experience with customer service. We apologize for our delayed responses, as we were in the middle of holiday season and were receiving a lot of inquiries, and required more time than usual to address customer concerns. Because the offer at the time was a promotion from ******** and not from CrunchLabs, we did not have the ability to extend the discount past the date window that was provided by *******. I deeply apologize for the inconvenience in the matter. 

• Initial Complaint

  Date:12/18/2024

  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.

  Subscribed for one year for my grandson. They auto renewed for another full year, will not call me back or answer my emails!

  

  Business Response

  Date: 03/07/2025

  Hi ******, 
  
  I am sorry to hear that your ********* subscription was renewed unintentionally. Upon checking our records, it looks like the subscription was canceled, and you received a full refund for the 2nd year of subscription. Please reach out to *************************** if you require more assistance. 
  
  Best, 
  ******

• Initial Complaint

  Date:12/02/2024

  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 a monthly Crunchlabs subscription for my son, *****, for $27.45 plus tax; $29.10 total. He enjoyed it at first but quickly lost interest, so I logged into the Crunchlabs website to cancel the subscription but couldnt find an option to do so, only to turn off the automatic payment renewals, so thats what I did. I received an automated email confirming that my auto-renewal was turned off and asked for feedback as to why. This led me to believe my subscription was canceled, or at least paused indefinitely. Then in November, without even as much as logging into my Crunchlabs account, the payments started again without my permission. I reached out to their customer support (who takes several days in between emails to respond) who told me turning off the auto renewal was temporary for only 3 months. It did not state this when I turned off the auto renewals nor in the confirmation email. These payments were originally set up in a checking account that I use for bills, which all money going in and out is accounted for. Not only did I not want this surprise charge, but it caused a mobile payment returned ACH fee of $32 for a payment that I no longer had the funds for. I would like a refund for the unauthorized payment and to be reimbursed the $32 fee for a total of $61.10. Thank you.

  

  Business Response

  Date: 03/21/2025

  ***** reached out to our customer service team requesting help canceling his subscription after he had turned off the auto renewal and was still charged for the next box. The agent explained that the subscription that ***** had purchased was a 12 month commitment and the updating the renewal terms was not a cancelation of the current subscription. The agent was able to help ***** cancel his subscription on 12/1/2024, and ***** will no longer receive any future boxes or charges from CrunchLabs unless he reactivates his subscription. 

• Initial Complaint

  Date:08/07/2024

  Type:Product 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.

  My 8yo daughter has a subscription to **** ******* CrunchLabs. We paid for an annual subscription, and she received her kits as promised. **** ******* videos, which are aimed at children, advertised an accelerated summer camp. Our child asked for the subscription, and we bought it based on the promise of "new STEM boxes." Instead, the company sent us the same boxes our daughter received the prior year. CrunchLabs was aware that we had already paid for the subscription and did not notify us. Once we received the first box, we immediately contacted CrunchLabs to cancel and request a refund. CrunchLabs claims that the subscription is just an accelerated version of the first-year subscription and that this information is on their website. They refused to provide a refund for shipped boxes, even though I asked to return them. Their campaign is aimed at children and is unclear. I believe they are unfairly targeting children to secure these subscriptions and are not being cooperative in handling the issues.

  

  Business Response

  Date: 03/21/2025

  Max reached out to our customer support team through ******** messenger to provide his feedback on the messaging around the Camp CrunchLabs marketing campaign. He also called in to request cancelation of his subscription. The agent was able to cancel his subscription and stop any future boxes from shipping and issued a full refund, as an exception, for boxes that were already shipped. Max will no longer receive any future boxes or charges from CrunchLabs unless their subscription is reinstated. 

  Customer Answer

  Date: 03/21/2025

   
  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. As a note, it took months and multiple actions to resolve the issue which should have been a simple and quick resolution. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:08/05/2024

  Type:Product 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.

  I purchased an expensive ($400/yr) "Hack Pack" subscription for my 83-year-old father, who cannot use it because he does not have a required desktop computer. (The company's website says you only need a computer if you wish to code.)I asked CrunchLabs if I could cancel the subscription and get at least a partial refund, but they claim that is impossible. They have no sunk costs here, so I am not sure how it is impossible for them to refund my money. They have also stopped communicating with me, though I have been quite civil.After this bad experience I no longer wish to keep my own subscription either. I was trying to do something nice for my dad, something we could bond over, and now I have a sour taste over the whole thing.

  

  Business Response

  Date: 03/21/2025

  ******* has reached out to our customer service team requesting help with the cancelation of a Hack Pack subscription that he purchased for his father because the father did not have a working desktop computer to code the projects on. Although it took some back and forth and had to be raised to a team leader for approval of a full refund, the agent was able to cancel the subscription and issue a full refund for boxes that were already shipped to the customer. ******* is no longer receiving boxes or charges from CrunchLabs. 

  Customer Answer

  Date: 03/22/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/05/2024

  Type:Billing 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 product from this company and It wasn't clear that I was signing up for a subscription service that could not be cancelled. Many popular streaming services let you cancel a subscription service anytime you want. They will not let me cancel the subscription service and keep on sending me boxes and charging me.

  

  Business Response

  Date: 03/21/2025

  ******* reached out to our customer service team requesting help canceling his subscription for his son, as he thought he could only buy 1 box instead of a 12 month subscription. On the same day, July 5, that ******* initially reached out, one of our agents was able to respond to ******* and confirm that his subscription was cancelled. ******* has not received any boxes or charges from CrunchLabs since the cancelation on July 5, and will only receive more boxes once he reactivates his subscription.

• Initial Complaint

  Date:04/10/2024

  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.

  Beginning in December 2023 I started using *********************** Crunch Labs. Our first box arrived quite damaged and just in time for Christmas so there was no replacing it in time for the holiday. I was very disappointed with the experience for the high price and therefore decided to part ways with the company. I went on the website and cancelled my subscription but the next month there was a charge and a box arrived. I visited the website again, couldn't see what had gone wrong, and so, made the decision to email their customer service. An employee emailed with me, asked me about my experience, said my subscription would be cancelled and apologized for the packaging problem from the first delivery and gave me information on how to become a customer again. This employee, *******, also said he would not refund me for that month's package and the kit would be delivered as usual. So there is another month's fee I paid. With ******* saying that it would be cancelled, I figured, fine, moving forward all would be well. So I was very shocked to see yet ANOTHER charge the next month. I called their customer service who did nothing and told me nothing. She just said someone would reach out. I am getting the brush off. I am now, for the second month in a row, considering having to actually go to the bank and get a new debit card number which would be a HUGE problem because all my bills come out of that account so it would take hours of work to right this wrong.

  

  Business Response

  Date: 04/30/2024

  ******, 
  
  I am so sorry to hear that you have had a difficult time canceling your subscription, and have continued receiving charges even after you emailed our customer support to request help canceling it. I see that you have finally received the acknowledgement that the subscription was canceled, and you should no longer receive any future charges or boxes from CrunchLabs. Additionally I can see that you were issued a refund for the most recent month's box. We deeply apologize for the confusion and complication you have experienced while trying to cancel your subscription. 

• Initial Complaint

  Date:01/22/2024

  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.

  A gift card was purchased for my son (from my mother) with the intended purpose of buying a monthly box subscription that my son wanted to order. She didnt gift the boxes directly because CrunchLabs recommends the gift card, so that the subscribers own email address is affiliated with the subscription in order to also receive special videos monthly. Upon trying to redeem the gift card, we were told that the gift cards can only be applied to a full year subscription (not the subscription paid for monthly) or general merchandise (not the boxes). Our gift card was for $100 - not an insignificant amount to us. But the annual subscription is $300. We are now in a position where we have to pay an additional $200 out of pocket or essentially waste the gift card on items we do not want. I emailed CrunchLabs to find out if they will refund the gift card so we can use it on monthly boxes as we wanted to, but they have not replied. It has been 5 working days. I have never heard of a company restricting the way gift cards are applied and honestly didnt think it was legal.

  

  Business Response

  Date: 01/22/2024

  To whom it may concern, 
  
  We apologize to the customer for the complication that they have experienced with purchasing a subscription using a gift credit. We have identified the customer's issue, and are currently working directly with the customer to get their gift credits applied to their subscription. If they would prefer to have a refund to their gift credit, we will work with them to make sure that the refund is processed. 

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair 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.

  We subscribed to crunch labs for the first year. We want the second year as well. My mother in law purchased a $300 gift card to crunch labs with the intent to have it applied to the second year. Crunch labs has been unresponsive with our requests by email and phone. There is now $300 that has been spent with no product or service to show for it. This company is impossible to contact. I waited on hold for 40 minutes before the line disconnected after having called them three times.

  

  Business Response

  Date: 01/22/2024

  To whom it may concern, 

   

  This customer has written in to get their gift card applied to their year 2 renewal. We have successfully applied their gift card to their account and the renewal was processed on 1/13/2024. There is no further followup or action needed from CrunchLabs, and the customer's issue has been resolved. 

  Customer Answer

  Date: 01/22/2024

   
  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.
  
  Sincerely,
  
  *********************************