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:10/07/2022

  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.

  My Butcher Box had trouble with billing on 30 August 2022, which halted my subscription. On 30 September 2022, I noticed that there was a problem when I didn't receive my box. Therefore, I changed all the content in my box and updated my payment method. However, Butcher Box did not update or send the items that I ordered. They failed to update their system, and through an oversight on their part, they accidently sent me the wrong box. Instead of allowing me to send, their product back to them for a refund, they refused. They also refuse to issue a refund or send another order.

  

  Business Response

  Date: 10/07/2022

  Hi ****,

   

  I'm ******, and I work on the Member Experience team at ButcherBox. I am sorry that we were not able to resolve this sooner for you but I want to let you know that we have refunded you for your most recent box. I can imagine how frustrating it must have been to receive items that you were not expecting and I hope this helps. If there is any other feedback you'd like to share, please let us know at *************************************. 

• Initial Complaint

  Date:09/26/2022

  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,
  
  ************************* money off my following order. I asked again for the full refund, which was denied. I cancelled my subscription as this was not part of the monthly subscription I signed up for. I did not get a refund, and that is all I am seeking.

  

  Business Response

  Date: 10/03/2022

  Hi ******,

   

  I'm ****** and I work on the Member Experience team at ButcherBox, I appreciate you sharing your feedback with us. I can imagine the disappointment and frustration in becoming a new member with ButcherBox only to have a second box you did not want sent your way just a few days after your first order. I'm sorry to hear that our team wasn't able to make this right. I have refunded you for that order you were not expecting and I hope this helps. I'm very sorry to see you go, please let me know if there is any additional feedback you'd like to share on how we could have done a better job.

• Initial Complaint

  Date:09/22/2022

  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.

  [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,
  
  *******************utely honor the deal that I have photo proof of, or if they no longer have those items in stock then a comparable addition should be made. It is not good business practice to reneg on agreements made with paying customers. One of the main reasons I signed up for membership was because of the promo. And I don't see myself continuing to pay money each month if they don't make this right.

  

  Business Response

  Date: 09/26/2022

  Hi ****,

   

  I'm ****** from the Member Experience team at ButcherBox and I really appreciate you reaching out to share this feedback. I'm really sorry to hear that we totally missed the **** with resolving this for you when you reached out, and can understand how frustrating that felt. I checked in with ***** from customer support, and she let me know that she was able to make this right. I'm again, really sorry for the inconvenience we caused you and that you had to wait for a resolution. Please let us know if there's anything else we can do to help.

   

• Initial Complaint

  Date:09/21/2022

  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.

  Butcherbox has a feature where you can select the billing date and shipping date of your next order. Three times in a row, I've moved the bill/ship date a month into the future, but three times now ButcherBox has still billed me on the original date--the one I'd requested to be moved. Three times now, ButcherBox's customer service says they cannot issue a refund because the box is being prepared at the warehouse. Three times now I've essentially had to pay for an order I did not place, but rather one the company placed FOR me. At $169 per box, this is unacceptable. And all three times when I've reached out to customer service, they give me the same excuse: "It shows here that the changes you made prior to this current order did not saved. I know this is frustrating and I am so sorry for the inconvenience this has caused you. Since the order has been released it is already too far away to stop this shipment."They deny they have the ability to issue a refund when they make a mistake, since the order is already being shipped. Beware; ButcherBox will essentially place orders you do not want, but will still make you pay for them. Unacceptable in my opinion.

  

  Business Response

  Date: 09/26/2022

  Hi ******,

  I'm ****** and I work on the Member Experience team at ButcherBox. I really appreciate you sharing your feedback, and I am sorry to see that we completely missed the **** on being able to resolve this sooner. I can imagine how frustrating it was to worry about a box being delivered that you were not expecting and did not want. I have refunded you for your most recent box and you can expect to see that process within 3-5 days. I'm really sorry that we weren't able to fix this sooner, and that because of this experience you have cancelled your membership and I hope this helps.

   

   

• Initial Complaint

  Date:08/31/2022

  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.

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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: 09/01/2022

  Hi *******,

   

  I'm ****** and I work on the Member Experience team here at ButcherBox. I really appreciate you taking the time to share your feedback with us, and I apologize for the frustration I can imagine we have caused you.

   

  It's clear to me that our team completely missed the **** when you reached out to tell us that you were not satisfied with your first ButcherBox order. You are correct that we offer at 100% satisfaction guarantee, I'm sorry that our team made the mistake of not honoring that when you first reached out. I have refunded you for your order, and you can expect to see that refund processed within 3-5 days.

   

  I'm sorry that you received a box of frozen meat, when you were expecting a different experience! I'd love to know more about what you were expecting and why you weren't aware of the nature of our product being frozen. It's feedback like yours that helps us improve our experience for our members. If you have any feedback or any other questions, please feel free to email me directly at ************************************.

   

  I'm so sorry for the inconvenience we caused and that we couldn't resolve this sooner for you,

   

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

   

   

• Initial Complaint

  Date:08/31/2022

  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.

  They have shady billing policies and a terrible cancelation policy. I had used Butcher box for several months in 2019 but put my account on hold for 3 months while I moved. During that time my credit card number changed, without notification they attempted to run the charges TEN times in 2 months in 2020. Charges were declined but I wasn't notified and my subscription was automatically canceled. Resolved, right? wrong! In Aug 2022, I received a promo code and thought I would try them again (unaware of the shady charge attempts) and in order to check out the new prices and boxes, it required an updated creditcard and address. Before I could even access options for the box selection, it ran charges and processed an order for the box to be shipped to me, the same order that was pending in 2019! Even though subscription was canceled. There was no notification of this option, I had no choices to modify or adjust the schedule. On my receipt, I didn't get the promo code discount and had additional unlabeled charges of $8 ran also. My attempts to cancel and refund were denied because according to their policy, and automatically canceled subscription doessn't result in cancelation of the orders and they are not obligated to notify you or pending orders or charges. Never again will I sign up for Butcher Box.

  

  Business Response

  Date: 09/01/2022

  Hi *****,

   

  I'm ****** and I work on the Member Experience team at ButcherBox. I really appreciate you sharing your feedback, and can tell that we clearly missed the **** in resolving your experience with ButcherBox. I can imagine the frustration that we caused you, and I'm so sorry.

   

  I'm disappointed in how the team handled each request, and that when you wanted to give us another try, we made it even more difficult for you to do that and to feel confident that ButcherBox provides a great experience. There's no excuse on why it took so long for our team to get you the information you requested, or not provide a refund. I have combed through your interactions with the team, and will be using this as an example to make improvements. So many things went wrong along the way, and I apologize for all the time and effort you put in when we should have simply made it right.

   

  I have refunded you for the total amount of the latest order, so you can expect a refund of $146 to process in 3-5 days. 

   

  I hope this helps, and if you have further feedback that you'd like to share, please send an email to *********************************** with BBB in the subject line. I'd be happy to continue the conversation.

   

  Thanks

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

• Initial Complaint

  Date:08/31/2022

  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.

  I have multiple residences, one in ** and also in **********, **.While in ** the company ButcherBox sent 2 consecutive orders that failed me as a customer. I contacted their customer service via email and paused my subscription the maximum allowed which is 8 weeks. Through that email I explained I would be traveling frequently and didnt want any deliveries. ButcherBox sent a delivery to ** regardless while my account was paused. Being in ** I had to have my 77 year old neighbor throw out the box. It contained meat which sat in the ******** heat for weeks. The garbage can still smells like a dead body. On Saturday I receive an email saying my next order is coming. I wake up on Monday and my bank account has $173 taken out from Butcherbox. I call the company requesting a refund and was told by a supervisor that I couldnt cancel even though Ive received no product. This company failed 3 times in a row and I have pictures to prove it and when I asked for a simple refund they refused and said all I can do is cancel my subscription. Which I did. Im 52 years old and this is the worst customer service Ive yet to come across. How Can a company make multiple mistakes and when you ask for a refund before you actually receive the product youre told no you cant have a refund?

  

  Business Response

  Date: 09/07/2022

  Hi ******,

   

  I'm ****** and I am on the Member Experience team at ButcherBox. I really appreciate you sharing your feedback with us, and I completely understand how frustrated you must feel. Our team missed the ***** no excuses. You should be able to rely on our support team to help when you reach out to us, I'm sorry that didn't happen.

   

  I have refunded you for your most recent box, and I hope this helps. You should never have to worry about a box you don't want arriving, arriving damaged, or our team not being able to provide you the resolution that would make it better. I hate to see that you have cancelled, but I can understand why. If there is anything else I can do to welcome you back, please let me know. You can reach me directly at ************************************

   

  Part of the work I do here at ButcherBox is to take feedback from reviews and experiences like yours and use it to better train our team to give the best member experience possible. Thank you for taking the time.

   

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

• Initial Complaint

  Date:08/22/2022

  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.

  [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: 08/24/2022

  Hi ******,

   

  I'm ******, and I am on the Member Experience team here at ButcherBox. I am so sorry to hear about your recent experience with us and I can easily see just how much we've missed the ***** I'm frankly embarrassed by how our team has responded to your multiple requests for support. 

  I know we can't turn the clock back, but I wanted to let you know that I have personally updated your information so that your name is the only name associated with the account on file. Although I understand that you have cancelled, I want to assure you that you don't have to worry about receiving an email addressed to your lost loved one again. I can imagine how unbearable it was to have to be reminded of your loss because our team failed to fix it. 

  I can see that you have disputed the most recent charge to your account, due to never receiving your shipment. It can sometimes take up to 60 days for the decision to clear from your bank. If for any reason they do not refund you for the $182, I can process that refund as soon as they inform ButcherBox of the status of your dispute. I understand that process is not ideal, so I'd like to offer you two additional resolutions in the meantime:

   

  -I'd like to send you a complimentary box to make up for the box that never showed up. This will not re-instate your membership.

  -I'd like to send you an e-gift card for all the inconvenience and lack of empathy on our end.

   

  Please send me an email to ************************************ so I can set those up for you.

  Take care,

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