Complaints

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

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  ButcherBox, LLC

  311 Arsenal St East Watertown, MA 02472-2782

  
• 

  ButcherBox, LLC

  20 Guest St Ste 300 Boston, MA 02135-2040

  
• 

  ButcherBox, LLC

  PO Box 35730 Boston, MA 02135-0013

  

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:12/27/2022

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #********. They said in their response and I am aware that I can use the remainder of the gift card for another purchase but any other purchase requires me to pay the difference since there is no other gift box that equals the remainder. So they are still making more money than the original gift card that was purchased. However I do not wish to receive any other response from them. It is apparent they are not going to change their practice. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **********

  

  Business Response

  Date: 12/28/2022

  Hi,

   

  Thank you for reaching out and sharing your feedback with us, we can understand the frustration you must have felt after reaching out to us and not getting your questions answered. Our gift cards should be a really fun gift for you to receive, and we apologize that wasn't the experience you have had so far.

   

  Our gift cards come in a variety of amounts and can be used for the gift boxes on our site, where we offer a variety of different sizes and different flavors to cater to your preferences. Our gift cards are meant to be used towards a gift box purchase of your liking, and if what you purchase is less than the amount, feel free to use the rest towards another purchase. You absolutely don't need to purchase a gift box over the amount of your $200 gift card to redeem, and we're sorry that our team was unclear when explaining. 

   

  We understand that you had a different expectation and we're sorry for any confusion. We've shared your feedback with our team so that they can continue to improve the gift card experience for customers and members alike.

   

   

   

   

• Initial Complaint

  Date:12/13/2022

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

  

  Business Response

  Date: 12/15/2022

  Thanks for letting us know about your recent experience with your box that never arrived. We can see that our support team has refunded you for the inconvenience this caused. We hope this helps, and that you'll consider giving us another try in the future.

• Initial Complaint

  Date:12/12/2022

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************ionable business practices.I need my funds returned and my time compensated for all this work spent here and in the previous complaint.

  

  Business Response

  Date: 12/21/2022

  Hi *******,

  
  We're so sorry to hear about an issue with your account and confirmed with our customer support manager ***** that this has been resolved. If you have any account specific issues, please always reach out to ************************************* so that we can address them quickly and directly! Thanks for being a member.

• Initial Complaint

  Date:12/09/2022

  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.

  Last month I placed an order. This order billed the last day of the month. I typically order five boxes for our household. I ordered five boxes for this month. Only 3 boxes arrived. Contacted them immediately about it. Theres proof only 3 boxes were delivered. The driver took pictures. ***** responded to my initial message. She asked for photos and a list of the items in the missing boxes. Namely what I ordered and never received. Sent her everything she asked for. Expressed from the start a feeling of urgency as the missing boxes contained the meats for Fridays Christmas dinner for 22adults plus 4 kids ***** never replied. Almost 48 hours passed. I contacted them via ph. Spoke with *****. He wasnt helpful at all and, worse, emailed me later telling me he had done things I specifically asked him not to. Called again. Asked for a manager. **** said shed **** my request as urgent. Two days later. No call back. Went to their instagram page. Sent message via instagram. **** tried helping. She ended up giving me a $ 15 gift card and resending about 5% of the missing items. These items are things that apparently *should* have been in the boxes I did receive but were not. After hours of back and forth messaging **** said they cannot send anything else to me unless the items are sent together with my basic monthly bundle again. Important note: **** said that their system sent everything I had in my cart. This is incorrect. The additional 2 boxes that never made it had been in my shopping cart ready for the end of the month billing date for two weeks (most likely more because I built the Christmas menu budgeting on these items a month in advance). This was a computer glitch on their end. I even told her that Id have been impossible for me to make last minute changes and I know this for a fact as I did try to add something a few times two days prior to the billing date but their site froze each time

  

  Business Response

  Date: 12/14/2022

  Hi ***,

   

  We're so sorry about your recent order, and can imagine the frustration when the items you were expecting did not come in time for your holiday dinner. The last thing we want to do is ruin dinner, especially when it involves a large group of your loved ones, and we're truly sorry. We are hoping that since you've talked to ******, our supervisor, you feel this has been resolved, and that Menona let you know that member deals are not able to be ordered outside of the regular custom box you currently are signed up with. ****** has also alerted our team to share feedback regarding your experience. We hope that the gift cards and credits made this right. Please don't hesitate to reach out to us if you need anything else! We're so sorry about the confusion and frustration we caused, and we hope to get it better next time.

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 12/06/2022

  Hi *******,

   

  We're so sorry to hear that this happened and have let ***** from our customer support team know. ***** has sent you a reship with the ribeyes in the hopes that you get the product you were promised, and get some extra meat to enjoy. This is absolutely how we should have handled this when you reached out, and can understand how frustrated you must have felt when you decided to become a member during our ribeye promotion. If there is anything else we can do, please don't hesitate to reach out to *************************************.

  
  Thanks for your patience,

  The ButcherBox Team 

• Initial Complaint

  Date:12/03/2022

  Type:Order 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************d again telling me it will be on my next order. no apology .I sent an email back saying if they were not going to send me the wings that they set out as a promotion then to cancel my membership Instead of trying to resolve the issue they cancelled my membership as i requested and punished me by telling me they were taking away all my free for life offers which were the wings and bacon even if I decided to retry. So I will not ever get the "free" wings they in writing stated I would get with my last order. I feel this is very poor business practice and poor customer service. They also send items out without prewarning It is toobad as although very pricey their chicken is very tasty . flank Steaks are very small for price as well but not bad in flavor. They need to send a invoice sheet with size of cuts of steaks and chickens and each item in box marked off. If they run out of an item they should not just ignore this and hope customers don't notice. Very bad customer service

  

  Business Response

  Date: 12/05/2022

  Hi *****,

   

  I'm ****** and I work on the Member Experience Team at ButcherBox, I'm sorry to hear of what an absolute mess we have made regarding your recent orders! You are absolutely right in saying this is really poor work done by our team, and I can imagine how frustrating this experience was for you. When we make a mistake, we should fix it and instead we made things even more difficult for you. I have refunded you for $169 (your base plan) and I hope this helps. I'd also like the opportunity to send you a box of wings to make up for the dinner we ruined for you, as I know you were planning to use them for something specific. Your feedback means a lot, and it will help me guide our team on how to resolve issues like this in the future so that we do not risk making a difficult situation even worse. Please feel free to reach out to me directly at ************************************ so I can get you some wings and of course, let me know if there is anything else I can do.

   

  Thanks

  ***********;

• Initial Complaint

  Date:12/01/2022

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The order came incomplete and defrosted. I received zero pork chops, I was supposed to receive 11 of them, I am also missing a pork loin, a package of chicken *******, and 2 pork tenderloins. The box that had the scallops and cod and bacon was defrosted. Also all the hot dogs plastic was cracked open along with some of the ground pork and chicken breast packages. More than half the order that I received is either wrong or damaged. 
  
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 12/05/2022

  Hi ****,

   

  We're sorry to hear that you were not anticipating this order and have refunded you for $160 (your base plan) in the hopes that helps. With all the moving pieces involved in getting our product ready to go, shipped, and delivered it's not always possible for us to stop it and we apologize that we weren't able to do that when you reached out. We totally understand you were not anticipating this order to arrive and we are actively looking for ways we can make sure members are not in this position moving forward, so we really appreciate your feedback. 

   

  

  Business Response

  Date: 12/13/2022

  Thanks for letting us know. We were not aware of the missing items at the time you opened the complaint. We are happy to refund you for the order in complete and have done so, you can expect to see that refund process in approximately 3-5 business days. We hope this helps and we hope you consider giving us another shot in the future. 

• Initial Complaint

  Date:12/01/2022

  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.

  On December 1, 2022 But her Box charged for a box of meat on an account that I cancelled in June of 2022. They refuse to refund the money. Also, the box is being shipped to an address that I dont live at any longer. I did not update the address since the account/subscription was cancelled 6 months ago.

  

  Business Response

  Date: 12/05/2022

  Hi *****,

   

  We're sorry to hear about this! Please respond and let us know what email your ButcherBox membership was associated with so we can look into this for you. Currently, we're not seeing your outlook email in our system! You can also send an email directly to ************************************ so that we can help.

• Initial Complaint

  Date:11/30/2022

  Type:Sales and Advertising 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 12/05/2022

  Hi *******,

   

  We're sorry that this happened and that we weren't able to stop or change the shipment. We know how disappointing it is to have an issue with your ButcherBox membership, and the last thing we want is to send you something you cannot receive! With all of the moving pieces that go into processing, shipping and delivering the box we are limited in our ability to change an order once it has processed. We understand the inconvenience this creates and have provided you with a partial refund, $86, for your order. We're sorry for the inconvenience and we hope this helps.

• Initial Complaint

  Date:11/29/2022

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************the bait and switch error that BB has pulled. In the live chat they said they didnt intend to double charge me for two boxes in two days, but then later said they couldnt do anything about it because of shipping. I will pay for the original box because that is what I ordered but I would like a refund for the bait and switch box that I dont want. Im so upset to be charged over $400 for back to back boxes with no resolution or help from the company. I have no problem for paying for what I actually ordered! If their system sends out a free add on to the current box it should not trick customers into creating a double order. Who would want that? And why wouldnt the system trigger an error for something like that unless they are running a scam? The company has a full record of my chat where I am trying to seek resolution for the one box.

  

  Business Response

  Date: 11/29/2022

  Hi ****,

   

  I'm ****** and I work on the Member Experience team at ButcherBox. I am so sorry about your recent experience, and can imagine how frustrating it was to be expecting your very first box with ButcherBox and then having to navigate an issue that is totally on us.  I really appreciate that you signed up with ButcherBox recently and am very disappointed to see that our team missed the **** in resolving this for you. I have gone and refunded you for that second box, as well as let our team know that we absolutely should have refunded you when you first reached out. I hope this helps, and I hope you'll consider joining us in the future. I'm so sorry that it took so long to fix this, and appreciate your patience. If there is anything else I can do, please don't hesitate to reach out to me directly- just send me an email to ************************************.