Complaints

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

close

Find a Location

ButcherBox, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/22/2022

  Type:Delivery 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.

  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 the link provided is not one of the readily viewed pages you would happen upon when creating an account.  My complaint is centered around lack of disclosure at several points of the order process.  Even each item description outlines how the cut of meat is organic or free range.  There are several descriptions as you create your account and none say "frozen".  My attached screenshot shows how there is no mention of frozen before you are prompted to select your items.  The website should make it really clear what you are paying for.  I shouldn't have to go to a FAQ link and scroll down through 14 questions. My new screenshot attached shows the link butcherbox provided.  Why don't they specify "frozen" in any of their meat descriptions.  Look how far the consumer has to scroll and I still didn't make it to the 1 sentence that mentioned the meat is frozen.  The response from Butcher Box doesn't address any of my complaints, but points to 1 spot on a specified link that is not a page that is part of the order process.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  

  Business Response

  Date: 11/23/2022

  Hi ***,

   

  I'm ****** and I am on the Member Experience team at ButcherBox. I'm so sorry to hear that you were not anticipating our product being frozen. We have a 100% satisfaction guarantee, and I am sorry that our team totally missed the **** by refunding you. I have processed a refund for you.

   

  One of our core values is transparency, and we would never want to leave our members in the dark when it comes to the product they are ordering. We are so sorry that you were unable to view everything and that the mobile experience wasn't ideal for navigating. Please know that we have this information on our site, here, https://www.butcherbox.com/how-it-works/ but we will also share your feedback to encourage more areas of our site to state that the product is frozen. We really appreciate your feedback, and hope you might want to give us another try!

   

  Thanks

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

  

  Business Response

  Date: 11/30/2022

  Hi again,

   

  Our goal with every complaint we receive is to provide information, and a resolution in the most transparent way possible. We've shared your feedback with our team, and have refunded you because we believe in our 100% satisfaction guarantee. We are committed to giving consumers and members transparent and up front information about our product, that's why information can be found throughout our website and answered through our support team. We apologize that you found our website to not meet your expectations. 

  Customer Answer

  Date: 12/01/2022

  
  
  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. I do suggest that Butcher Box adjusts their mobile view to show the meat is frozen at least once before any prompts to get started.  It's unfortunate that they hide that fact.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/14/2022

  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.

  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. 

  Butcherbox indicated that they can't do anything until the bank dispute is resolved so I am still waiting for the bank to respond.
  I got a message on 12/1 that they are still researching the issue so there is nothing I can do at this time.
  However, I would like to reopen this complaint as I it's not resolved. 

  

  Business Response

  Date: 11/22/2022

  I canceled my subscription through the Butcherbox web portal back in October. I attempted to remove my credit card from the account but was unable to do so because the portal only allows editing and not removal. That same day I checked to make sure no boxes were being delivered and that the subscription was canceled. There were no boxes scheduled for shipment and I assumed the cancellation went through with no problems. This morning my bank account shows a charge from Butcherbox for $323 posted on 11/12/22. I called immediately and even though the shipment has not gone out, the representative insisted they are not able to stop shipment and refused to refund the amount. Butcherbox claims to have emailed me but I have not received any of their emails. I am requesting a full refund and stop shipment on this order that was never placed.

   

  Hi Sevine,

  We're so sorry to hear about your recent experience and can imagine how frustrating it felt to know a box you did not want was on the way.

  Our records show that your cancellation applied to a box, and not your entire account and we apologize for the confusion. We can confirm that your account is fully cancelled currently. Our team totally missed the **** in fixing this for you- no excuses! Unfortunately we cannot refund you for that box until your dispute clears from your bank. Once a dispute is made, we lose the ability to take any action on your account until your bank takes action. Please feel free to reach out when you hear back from your bank so we can help.

   

  Thanks,

  ButcherBox Member Experience Team 

  

  Business Response

  Date: 12/13/2022

  Hi there,

   

  Once a dispute is opened, there is no further action that ButcherBox can take. We understand that is inconvenient and we apologize we can't do anything to override that.

  Customer Answer

  Date: 12/14/2022

  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. 

  Hello the bank has closed the case since I opened a BBB complaints. 

  I am asking the business to reimburse the cost of the box since we did not accept it.

   

  Thank you

  *************************
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sevine

   

   

  

  Business Response

  Date: 12/27/2022

  Hi Sevine,

   

  When it comes to disputes, we cannot take action on the transaction once your bank has ruled against a refund. What we can do, is process a refund for your previous box or send you a refund via check. Please let us know what you would prefer. 

  Customer Answer

  Date: 12/28/2022

  
  Better Business Bureau:
  
  I would like to accept the business' proposal to refund the previous box. 

   

  Thank you
  
  *************************

• Initial Complaint

  Date:11/11/2022

  Type:Delivery 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,
  
  ***************************** they way they conduct their business.

  

  Business Response

  Date: 11/14/2022

  Hi *********,

   

  I'm ****** and I am on the Member Experience team here at ButcherBox and I am so sorry about your latest experience with us. I can imagine the frustration that was caused when your box didn't arrive and our team didn't solve this for you. No excuses, we missed the **** on this completely.

   

  I want to let you know that I have refunded you for the box that never arrived. I would be sad to see you leave ButcherBox, but can understand that you are not feeling confident in our service. I do want to let you know that our meat is packaged to stay frozen on the truck and to your door, and would recommend that you give having it delivered to your home address another try. If you decided to give us another shot, and update your address please feel free to reach out to me directly at ************************************ if you encounter another issue.

   

  In addition to refunding your box, I am sending a $10 e-gift card your way, to make up for the inconvenience we have caused you. I hope this helps, and that you'll consider giving us another chance to earn your trust and your business.

   

  Last, I want to assure you that we use feedback like yours to address areas that we can improve upon. I will certainly be using your feedback to help guide our team towards taking steps to resolve issues like these right away.

   

  Thanks,

  ******

   

   

   

   

• Initial Complaint

  Date:11/07/2022

  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.

  They have sent me rotted meat, gray smelly sick. I have photographic evidence and lot numbers. The service representative is not going to do anything about it. Its a public health problem. I will take it to the ***** I have evidence, emails and prof ********

  

  Business Response

  Date: 11/10/2022

  *****,

   

  I'm ****** on the Member Experience team and I want to thank you for sharing your feedback in addition to the photos of the meat. I can imagine how frustrating the experience was and I'm so sorry that we completely missed the **** with resolving this for you. I know how much time you spent reaching out, taking photos and asking us to help and I'm sorry we didn't fix this sooner for you.

   

  I have shared your photos and information with our Quality Control team, which should have been done when you reached out previously. Based on the photos you shared, their team has identified a packaging issue that has caused discoloration, and that oxygen got into the packaging tear.

   

  I have refunded you for the entire amount of your latest box for the amount of $223, and am sending you a $25 gift card via our e-gift partner that will show up in your email shortly. Consider it an inconvenience fee. 

  
  I'm so sorry that this process wasn't easy, and that we weren't able to make this right when you reached out initially. We take your feedback seriously, and will use it to inform how we can improve. Please don't hesitate to reach out to me directly at ************************************ if I can do anything else. 

• Initial Complaint

  Date:11/07/2022

  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.

  10/27/2022 Butcher box charged me for a purchase that I never agreed to. My credit card was on file with them because I did business with them in 2020. Butcherbox billed me on 10/27/2022 for a box of meat. I disputed it with my credit card company but they said, butcherbox said I clicked the accept terms box. I promise I did not! They never sent a welcome to butcher box email, confirmation email or number, tracking number for a box, opt in services or cancellation emails. I called butcherbox and Arrived! representative said they had no record of them sending a box to me. Once I disputed it with my credit card, Butcherbox magically produced documentation that I checked an opt in box on their site. This is a lie! They did that! I cancelled my credit card on that site. Its not right that I have to pay for something that I did not order! I paid them every time I used them in the past. But out of the blue I get a credit charge on my account? This company is despicable and unconscionable! I cannot afford a $269 charge! I have never disputed anything before! I have integrity, something butcherbox lacks! I feel this is a scam butcherbox is doing. Times are hard enough without scams! I want a refund, so I can pay off the fraudulent charge on my credit card. I have no proof for my credit card dispute because they never sent ANY emails as proof to me! Nothing came to my inbox but advertisements from the company. I did click on one of those advertisement links, it took me to there site and I clicked out of it, marked the email as spam. Then I get charged for the largest box they have???

  

  Business Response

  Date: 11/11/2022

  Hi ********,

   

  We're so sorry to hear that a box you were not expecting arrived at your doorstep, and can imagine the frustration that caused. Upon further review of your account, it looks like you resubscribed as of 10/24 and cancelled as of 10/27 via email, and we apologize for not being able to verify this information when you called, or to make it right. We are not able to refund you, as the dispute is now with your bank, which prevents us from being able to take further action on your account. We are sending a $25 gift card your way, via email for the inconvenience this has all caused, and hope that helps.

• Initial Complaint

  Date:11/03/2022

  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 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: 11/08/2022

  Hi *******,

  
  My name is ****** and I am on the Member Experience team at ButcherBox. I am so sorry to hear just how frustrating this experience has been, and I apologize that our team was unable to cancel your box that you clearly did not want. Our team missed the ****** no excuses. Because you have disputed the charge, I can't refund you until it clears and that process can take 3-4 months. I will gladly refund you for your order once the dispute clears. In the meantime, I have sent you an e-gift card to your email, for $50 to make up for the inconvenience we have caused. I hope that helps.

   

  ******

  ButcherBox 

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

• Initial Complaint

  Date:11/01/2022

  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.

  I had this subscription service on hold until 11/1. They decided to bill me early 10/31. I canceled my account on 10/31. They are shipping the product to an old address and will not do anything about it. I showed them poor that I canceled on 10/31 they claim its too bad because they billed early. This is fraud I did not agree to be charged until 11/1.

  

  Business Response

  Date: 11/03/2022

  Hi *****,

   

  We're so sorry to hear about this recent experience and can understand the frustration of anticipating a box that you do not want being delivered. We totally missed the **** on fixing this for you, and I have refunded you for this order. I hope this helps, and I hope you'll consider giving us another try in the future. We appreciate your feedback and will definitely use it to improve our customer service.

   

   

• Initial Complaint

  Date:11/01/2022

  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,
  
  *********************** I get an email here is picture of delivery its the same picture from first time attempts so that is bogus and then they say oh when ever you get home we can send you a box this is poor service if someone would have done job right first time I wouldnt even be dealing with this still no supervisor call my MIL is dying and Im having to call and deal with this

  

  Business Response

  Date: 11/07/2022

  Hi Trevon, 

  I'm ****** and I work on the member experience team here at ButcherBox.

  We're so sorry for the frustration that we can imagine you felt when we weren't able to resolve this for you. We totally missed the ***** and I apologize on behalf of the whole team at ButcherBox for making this a much more difficult situation than it needed to be. I have refunded you for your last order, and I hope this helps. We need to do better for our members, especially when they are facing the hardships of losing a family member. I assure you that your feedback helps us inform how we can improve, and that we're all thinking of you through this time. I'm also sending a $25 e-gift card towards treating yourself to something, or a yummy meal, during this time. If there is anything else I can do to personally help make this better, please don't hesitate to reach out to me at ************************************. 

• Initial Complaint

  Date:10/20/2022

  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.

  I am currently out of town for work. I have reached out to customer service in attempt to stop the order as the packaging will go bad. I was told that the order that was processed (less than 24 hours ago) will not be able to be canceled and I will not be able to get a refund since the process has started and they will be submitting a tracking number. I am extremally disappointed in this response. I have been a member for 3 years and have never had this problem of canceling an order less than 24 hours.

  

  Business Response

  Date: 10/24/2022

  Hi *******,

   

  I'm ****** from the Member Experience team at ButcherBox and I appreciate you sharing your feedback. I can imagine the frustration of being away and anticipating a box that you do not want to arrive showing up on your doorstep and I am sorry that our team was unable to cancel the order in time. There are a lot of moving pieces that make it challenging for our team to be able to cancel boxes, even within 24 hours sometimes. I have refunded your box, and I hope this helps. We value your membership and will use your feedback to inform how we handle requests for loyal members like you. Please don't hesitate to reach out if you need anything else, you can reach me at ************************************ anytime.

   

  Thanks,

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

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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 not heard from the business in response to my complaint.

  In addition, ButcherBox was also informed of the complaint filing on the same day and still did not respond to our messages.  *********** is not attempted to even communicate with us let alone fixing the issue.

  

  Business Response

  Date: 10/25/2022

  Hi *******,

   

  I'm ****** and I am on the Member Experience team at ButcherBox. I am following up on your BBB complaint and recent conversation with the team here at ButcherBox. First, I am so sorry that we weren't able to resolve your concerns when you reached out. I totally understand the frustration you and your wife must have felt when the items you were anticipating were no longer available for your account. With a recent update, member deals can only be held in your cart for up to 90 days before your bill date. This helps us ensure our inventory is as accurate as possible. I know you weren't expecting this, and that we've let you down. I am unable to add the for life deals you are requesting but I have added a $50 credit to your account so that when another deal you are interested comes up, it's on us. 

  I can't thank you enough for continuing to be a loyal member over the years, I am also sending you a $50 e-gift card for the inconvenience we have caused. I hope that this helps. You can expect this email to come in the form of an email, form our gift card partner, EGifter. It will be sent to the email associated with your account. 

   

  If there is anything else we can do, please do not hesitate to reach out. You can reach out to ************************************* anytime.

   

  Thanks for being a member,

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

  
  
  
  

  Customer Answer

  Date: 11/14/2022

  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. 

  [Unfortunately the lack of notice to the policy change you admit above, which was a substantial change of policy, is the issue. 
  
  
  This lack of notice surprised us the customers and it is tantamount to taking back a deal through silently setting a clock and waiting.  It is our position that this is a deceptive practice that injured us. 
  
  
  As a remedy, we are not asking for the entire order. Rather, we ask that ButcherBox honor its open commitment to the For Life (which is not a while supplies last offer) in the box. An agreement that would further solidify our relationship as a customer with **********************.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 11/18/2022

  Hi *******,

  I totally understand that you were still hoping to have those For Life Offers to your membership, due to inventory I simply can't add those for you. The good news is that these For Life Offers will come around again, and I would be happy to email you directly when they do. Our hope is that the credit we've added to your account covers these deals when they come back around. 

   

  Thanks

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

   

   

  Customer Answer

  Date: 11/28/2022

  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 issue not only remains unresolved, but ButcherBox now took previous credits.  I had taken from my account a $75 dollar credit from the last time ButcherBox failed to deliver properly on Thanksgiving (evidence attached) and a $25 credit that I was given when I opened the complaint.  Meaning ButcherBox has taken $100 dollars from me just for reporting this issue of fairness to the Better Business Bureau.
  
  Furthermore, the For Life deals that ButcherBox claims is not available was literally offered today to other customers and I was not at all notified by ButcherBox of their availability as per their claim above.  Additionally, others in my group regularly have difficulty receiving notifications for deals that are supposedly widely disseminated and not just offered to a select few.  Currently, deal allocation is so unpredictable that it requires multiple online communities of customers helping each other to even find offers via ********* text, and picture messaging.  There is an emerging class of customers like me that are demanding fairness in dealing with ButcherBoxs offerings.
  
  I was able to, alone, secure all the For Life deals with no aid from ButcherBox and have been further inconvenienced by having my credits taken away causing me to beg here to have them returned.  There needs to be action taken by ButcherBox to compensate us for our time, effort, general aggravation, and missed meals in trying to do business with ButcherBox and navigating their questionable business practices.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******