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:10/03/2023

  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.

  Towards the end of August, 2023, I cancelled my subscription for Bark. They emailed and stated I needed to return the device and charger to avoid any charges. They didn’t give a due date on the return. On 9/21/23 I finally had the time to drop the phone off at FedEx. That same day, they charged me $125 for not returning the device. On September 26, 2023, they pulled $59 out of my account and emailed me stating they are charging another $59 for “repairable damage” to the phone. They sent me generic pictures of a device that had a bunch of scratches on the screen. The entire 2 months that my daughter had that phone, it was protected with a screen protector AND a phone case. We returned the phone with absolutely no damage. I emailed back and stated that was not the phone we sent in. They emailed and said the IMEI on the phone matched the IMEI on record…. And sent me another picture of the back of a phone, DAMAGED with scratches…. This phone was NOT damaged, again…. Protected 100% with case and screen protector. I WISH I would’ve taken a picture had I known I was going to go through something like this. I found a way to leave a review on the Bark App in the App Store. They responded with a generic response asking me to contact they’re customer support by email. I was scrolling reading other people’s reviews and there are multi other people complaining of the SAME exact experience! Then, I found them on Facebook and posted another review, with the pictures they sent me and they’re screenshot of an invoice that showed nothing but an IMEI number and the word “deactivated”. Generic. Not tied to any customer, not dated, etc. They are scamming me and I’m sure hundreds of others! I want ALL of my money back.

  Business Response

  Date: 10/03/2023

  Good morning, 

  The device in question was not returned within the 14 day return window so they were charged the non-return fee of $125. The 14 day return window is mentioned in the return email the customer receives along with the free shipping label to process the return. As of September 29th the non-return fee has been fully refunded. The additional $59 fee was assessed upon receipt of the leased device due to significant damages to the screen and back of the device. 

  Each device is uniquely identified by what is called an IMEI that is unique to the phone and to the customer's account. The pictures of the damages that were sent to the customer were uploaded to a unique file identified by the IMEI. There are scenarios where we are able to reverse the damage charges; however, in this instance the phone was damaged to a level where it cannot be placed into circulation without significant refurbishment. 

  We apologize that there is not an additional action we can take on this account given the extent of the damages. 

  Best, 

  *****

  Customer Answer

  Date: 10/03/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: there is nothing in the email stating I had 14 days to return the device. Screenshot of email is provided. The phone had a case and a screen protector. There is NO WAY THIS DEVICE IS DAMAGED. I have also attached the screenshot of the invoice they sent me with NO information other than an IMEI number. No name, date, etc. This evidence is not sufficient and upon my research on other reviews, BEFORE being blocked from your Facebook page, other customers have complained of the same. Return me my money.

  
  

  Regards,

  
  

  ********* ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/05/2023

  Good morning, 

   

  The customer is requesting screenshots of proprietary information that we are unable to provide due to confidentiality. The account information would have been listed in the customer's Bark Parent app dashboard prior to their cancelation. The screenshots Bark provided were unique identifiers for the customers account; however, due to them not having a copy in their records and in order to resolve this matter quickly we have decided to refund the refurbishment fee and will absorb the cost internally. 

  Best, 

  *****

   

• Initial Complaint

  Date:07/26/2023

  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 never authorized this purchase I am 74 years old and my wife is 73
  Why would we ever order a parental guide for children. We have no children under the age of 50 years old????????

  Business Response

  Date: 07/26/2023

  Hello, 

  We have canceled the account as the customer has requested. Unfortunately, we are currently unable to issue a refund as the customer has disputed the claim and we are unable to refund when a dispute is in process due to Stripe's processing agreements. 

  We would be more than happy to issue a full refund if the customer cancels the dispute and emails us at *************** requesting a full refund. 

  The account was opened on May 27th and to date we have not received any communication requesting to cancel the account or receive a refund. We are incredibly sorry that someone has opened an account on their behalf without their permission. We highly recommend addressing the unauthorized usage of their card with their banking institution to ensure no additional purchases are made on their behalf. 

  Best, 

  ****

   

• Initial Complaint

  Date:05/04/2023

  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 ordered this as a gift. Immediately tried to cancel but they refused. I paid for the phone. I tried to cancel the service but the cancel would not work. Reached out to customer support many times. Then an unauthorized charge came through my credit card. They said for purchase of the phone that I already paid for. I sent the phone back expecting a refund but they instead are trying to charge me again 59 bucks for the phone. I can’t get my card out of their system and will wind up having to cancel my card and have a new one issued. This company is horrible and needs to be investigated.

  Business Response

  Date: 05/04/2023

  Good morning, 

  Thank you for your communication with our team. After reviewing your communications with our team I am in agreement that we could have been more clear in the process for the Bark Phone as well as the return process and could have better explained the additional charges. I will endeavor to do so here. 

  When you initially ordered a Bark Phone and requested to cancel the phone our team did receive that request and canceled the account within 24 hours. Unfortunately, your request came after the Bark Phone shipment had already been fulfilled at which time the full cancelation (so that it would not ship) would have been out of our hands. We were and remain happy to refund all charges and have the lead of our billing department working on processing a full refund as we speak. 

  Separately, the Bark Phone contract is a month to month phone service that includes the leasing of the device. When we canceled the account you would have received an email from our billing department with instructions on how to return the leased phone so as to avoid any additional charges. The return was not completed within 14 days resulting in the full device charge of $125 being applied to your card - which is agreed to upon purchase in the acknowledgement and acceptance of the Bark Terms of Service.  

  The final charge of $59 was for scratches to the device screen that required repair which we are also going to refund and Bark will assume responsibility for the repair cost given your concerns with the entire process of communication with our team. These charges were also agreed upon in signing the terms of service. 

  I apologize for the miscommunications along the way with our team. We are issuing the full refund of all charges and removing your credit card from our systems. 

  Please let me know if there is anything else we can do to resolve this issue. 

  Warm regards, 

  ****