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:08/15/2024

  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.

  I decided to try Urbane box for a clothing subscription. I was charged $54.99 and if I looked online in my account it had no information that said I even placed an order. Finally after 2-3 weeks a box showed up. I absolutely hated the 2 items I received, so I initiated a return through their website. While doing this I was told I would be charged $15 for the return, but also refunded my money for the items minus shipping. So right off the bat a little confused if that meant 2 charges. After filling out the form it said I would receive further instructions for the return. I was next charged $75 and not the $15, and still have not received a label to return. I have emailed and filled out their contact us form several times and still have not received a response on how I’ll get my money back and return my box.
  Never buy from them!

  Business Response

  Date: 08/16/2024

  Thank you for reaching out to us. We appreciate your feedback and want to clarify a few points regarding your recent experience.

  Firstly, we sincerely apologize if our previous communications did not reach you as expected. We have responded to every email you sent and included the necessary information, including prepaid shipping labels and a link to generate one if the attachments were inaccessible. We kindly ask that you check your spam or junk folder, as our emails may have been mistakenly filtered there.

  Regarding the shipping delay with your first box, this was caused by a typo in your email address, which resulted in an invalid payment. As soon as this was resolved, your order was processed and shipped without further delay.

  In terms of the charge, we want to reassure you that no overcharge occurred. The amount of $74.99 was refunded on August 9th. We recommend that you contact your bank directly if the refund has not yet appeared on your account.

  We’ve attached proof of the refund and the prepaid shipping labels once again for your convenience. Please do not hesitate to reach out if you have any further questions or concerns.

  We are here to assist you and ensure a positive experience.

  Thank you for your understanding and cooperation.

  Best regards,

  Amani

• Initial Complaint

  Date:05/11/2024

  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.

  Signed up for the subscription service and they sent incorrect sizes of clothes and have not responded to my request for exchange through email or phone call. At this point would like to return all clothes for a full refund

  Business Response

  Date: 05/14/2024

  Dear ******, Thank you for reaching out to us regarding the issue with your subscription service and the incorrect sizes of clothes you received. We sincerely apologize for any inconvenience this may have caused. Upon reviewing our records, we found no previous correspondence from you via email or phone call. However, we understand your frustration and want to ensure we resolve this matter promptly. To address your request for a refund, we have initiated the process. We have emailed you a prepaid shipping label to return the unused merchandise. Once we receive the items, we will promptly issue a refund for the prepayment. We apologize for any oversight on our part and assure you that we are committed to providing excellent customer service. Should you have any further questions or concerns, please don't hesitate to contact us via email at ************************ Thank you for your understanding and patience.  Sincerely,Amani G. 

• Initial Complaint

  Date:03/06/2024

  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.

  If I had known Urbane Box was such a poorly run entity, I would have never signed up. I signed up on December 29 for a six month subscription at a price of $539.94. I received my first shipment of clothes and I hated it. I emailed on January 17, 2024 asking about a refund or exchange. I was sent info that they don't have a phone number, and they don't give refunds. But i could send the items back for an exchange. I had issues logging into my account and then was finally sent a prepaid label to send the items back. I tracked the package, the items were received on January 29th but I have yet to receive anything back. I was so frustrated that I cancelled my account. I was told that I would not receive a refund for the remaining 5 months (which should have been six since I sent the items back and did not receive anything). I was also told they would ship me items to fulfill the remaining five months .. but this is now March and nothing. I have heard nothing from them and there have been no shipments. In my opinion, this company is a rip off. They basically took my money and I have yet to receive anything.

  Business Response

  Date: 03/26/2024

  Dear ******,We're very sorry to hear that you did not receive the boxes you've prepaid for. It appears there was a glitch in our system causing this oversight.To make it right, we have issued a full refund of $539.94 to your account. Please allow up to 5 days for the funds to be available in your account.Once again, we sincerely apologize for any inconvenience caused and appreciate your understanding.Best regards,Amani 

• Initial Complaint

  Date:02/13/2024

  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.

  I signed up for a clothing subscription box and the company did not communicate with me about when I would receive the items, or a tracking number. Weeks went by and I reached out to them and they said should ship next week. Weeks went by and no more communication.
  
  I disputed the charge with my credit card company, and then suddenly, the items shipped.
  
  They apologized for the lacking customer support and said if I cancel the dispute they would issue a refund. I canceled the dispute and sent them proof, and again - they are avoiding communication with me. I'm willing to pay for the two items of clothing that they DID send me, but I feel like this company is not reliable and want my money back.
  
  Attached is the letter where they said they would refund, and they have not.

  Business Response

  Date: 02/14/2024

  Hello ****,

  Thank you for reaching out regarding your refund request for the disputed charge on your account.

  
  We understand your concerns and want to assure you that we are actively working on resolving this issue. Unfortunately, we are currently unable to process your refund until the bank has made a decision regarding the dispute. Once the funds are returned back to us, we will immediately refund your payment in full.

  
  Please know that we are committed to resolving this matter as swiftly as possible. Once the bank has made a decision, we will promptly proceed with processing your refund accordingly.

  
  We sincerely apologize for any inconvenience this delay may cause you and appreciate your patience and understanding during this time. Should you have any further questions or concerns, please don't hesitate to contact us.

  
  Thank you for your continued patience and support.
  

  *****

• Initial Complaint

  Date:02/01/2024

  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.

  Signed up for UrbaneBox subscription on Jan 5, 2024
  Inquired about when the box would be shipping on Jan 16, 2024
  Received response that the box will be shipping on Jan 18, 2024
  Checked tracking number multiple times over the next few days with no movement on the details
  Several days later, the chat bot on the *** tracking site suggested I reach out to the merchant
  Reached out to UrbaneBox on Jan 27, 2024, noting I had not received the box and *** suggested I reach out to them - no response to date
  Reached out two more times to Urbane Box (Jan 30 and 31, 2024) with no response. The FAQs on their website note that they do not have phone support.
  I've asked to refund my money on each occasion above because I never received the merchandise.

  Business Response

  Date: 02/05/2024

  Hello ********* We sincerely apologize for the inconvenience you've experienced regarding the lost package and any frustration it may have caused. Your satisfaction is of the utmost importance to us, and we appreciate your patience as we worked to address this matter. We've issued a full refund, which will be credited within 5 days. Additionally, we've canceled your subscription to avoid further disruption. We appreciate your understanding and value your feedback. If you have any concerns, please contact our customer support at [email protected] you for your patience. Best regards,Jared 

  Customer Answer

  Date: 02/14/2024

  I just checked and confirm the refund has been provided. I am satisfied with the outcome. 
  
  

• Initial Complaint

  Date:11/17/2023

  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.

  I purchased a gift card ($74.99+tax) on 9/24/23 and the code does not work. Attempts to contact the company by email have been unsuccessful. They received my money but did not provide a method for a gift to be received (which is embarrassing as a gift giver). After two months, I want a full refund.

  Business Response

  Date: 11/20/2023

  Hello *******, We're very sorry  for the delay, as this issue was escalated. Our IT team was able to determine what the issue was and successfully resolved the gift card error. Per your request, the gift card has been refunded.  Once again, we apologize for the inconvenience!  The UrbaneBox Team

• Initial Complaint

  Date:09/19/2023

  Type:Billing 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.

  9/18/2023. The business indicated I would be charged $65 (roughly) a month for subscription service and confirmed via email that I would be charged on the 5th of every month. I was charged $389.94 last night (a charge I did not authorize). When I contacted the company, I was told that they wouldn’t cancel my subscription or refund the erroneous charge.

  Business Response

  Date: 10/09/2023

  Hello *****,The cost of our monthly subscription is $74.99 per month. However, you selected the six month prepaid option for $389.94. The cost of this prepaid option is made very clear and upfront before any payment is made. We understand that you do not want the subscription at this time and have issued a full refund of $389.94.  Please let us know if there is anything else we can assist you with.

  Customer Answer

  Date: 10/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** *********

• Initial Complaint

  Date:09/10/2023

  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.

  Urbane Box sent me clothes that did not remotely match my style choices on their website and also did not even resemble any of the clothing they showed on the website.
  
  For example, they asked specifically if I wanted bright colors or drab colors, and I chose drab colors. The shirts I received are both brightly colored. Also, they state that they send clothes from name brands I know, but these shirts are from India with the prices on them in rupees.
  
  They do not offer returns, and if I want to exchange the clothes for different ones, I have to pay more money. They claim to keep my credit card on file in order to collect the extra money for my exchange. I did not consent to having them keep my credit card on file.
  
  In summary, this clothing service website looks like a scam to me. Complete bait and switch, cheap-looking clothing that does not resemble their advertisement, and shady behavior around returns / exchanges / questionable handling of my account information. Also, their email communications contain errors that suggest they are not a professional organization.

  Business Response

  Date: 09/12/2023

  Hello ****,

  We're sorry you were not satisfied with your stylist's selections for you! We'd be happy to issue a refund once all merchandise is returned. We do allow customers to exchange for different items free of charge, as a one time courtesy because we understand that we may not always get it right on the first box!

  All clothing is purchased from reputable brands and we can assure you that the pricing is in US dollars.  

  Once again, we apologize for the experience you've had and hope this helps!

  Best,

  Amani

   

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 the subscription clothing service after reading reviews wanting to try out the quality and variety of clothes they provide. I found a 50% off ($37.50) your first box coupon and considered it a low risk opportunity to give this company a chance. During my account set up they had lots of cute clothes pictures to gauge my style so they know what to send me. I loved all of the options and was excited to get my package. Still feeling cautious I only opted for the month to month subscription so I could cancel if it wasn’t right for me. Upon getting the first trial box the clothes were of very poor quality fabric, not at all stylish like the photos and reminded me of something purchased from ******. For the price of the boxes, if this was the quality, I was not going to continue my membership. I logged in immediately as to not get charged the next months fee and everything appeared to work fine. A few days later I noticed that I was charged $37.50 in my credit card. I immediately contacted Urbane Box to resolve this clear error but they claim I agreed to two boxes by using the 50% off coupon. I said I would be happy to return the clothes for a refund if both charges but I didn’t believe I was advised of the cancelation penalty. They have since responded that it is in the terms and conditions. While it is there my argument stands that at not point in the registration process prior to submitting payment information am I asked to accept the terms and conditions. Nor do they outline it in the application of the coupon code. Even in my welcome email it says nothing about a required full price box. I have tried to work with their customer support and they refuse to refund me.

  Business Response

  Date: 05/15/2023

  Hello ********, We apologize for the experience you've had with our company. Per our last conversation, we have agreed to issue a full refund once the merchandise has been returned using the prepaid shipping label provided. Please let us know if there is anything else we can do! 

  Business Response

  Date: 05/15/2023

  Hello ********, We apologize for the experience you've had with our company. Per our last conversation, we have agreed to issue a full refund once the merchandise has been returned using the prepaid shipping label provided. Please let us know if there is anything else we can do! 

  Customer Answer

  Date: 05/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have not gotten a shipping label from any recognizable business address. Upon getting their email I promptly reviewed my inbox, locates no such email, and replied to them that I have not gotten the email with shipping label they referenced. I have not had any response to my reply. Also, they clearly state I will only get a refund once items are received to which I have no faith they will honor that commitment given the lack of customer transparency they have shown thus far. 
  Regards, 
  ******** ******