Business ProfileforCirkul

BBB files indicate that Cirkul has a pattern of complaints concerning delivery issues. Consumers reported they did not receive products they ordered online or received items other than what they ordered online.

BBB files also indicate that Cirkul has a pattern of complaints concerning billing issues. Specifically, consumer complaints alleged the business made unauthorized charges for subscriptions to receive additional products. Consumer complaints further alleged that in some cases they received additional charges after cancellation requests.

BBB has contacted the business in December 2018 and again in March 2021 about these patterns of complaints.

In November 2021, the business provided the following response.

" There are two main issues that cause customer complaints.

First, Cirkul offers a Trial Kit at a discounted price that enrolls the customer into a subscription. This information is clearly displayed for the customer to see prior to purchasing the Trial Kit. However, some customers complain stating they were not aware of the subscription agreement.
Unfortunately from time to time we also see customers take advantage of the trial offer with fictitious email addresses (we limit one trial per household in our terms), when these customers utilize an email address that does not actually exist, typically they forget that the plan has been opted into, and complain that charges are occuring when they believe they should not be, even though they have an active account.

We send a reminder email 2 days in advance of an upcoming subscription order to let the subscriber know an order will be processed. We also provide the steps to cancel subscriptions on the FAQ page of the website so if a customer service agent is not readily available, the customer can still cancel their subscription.

Secondly, Cirkul experienced a huge spike in order volume earlier this spring. The result was an overwhelming amount of orders which resulted in shipping delays as well as communication delays from our customer service team.

Regarding the order volume increase and the resulting shipping delays we have posted a banner on the website letting customers know about the delay prior to their placing an order. We have increased our fulfillment team from the original shift from 7 a.m. to 4 p.m. to include a second shift from 4:30 p.m. to 1:30 a.m.
Regarding the delay in communications from our customer service team we have expanded from one shift from 8 a.m. to 5 p.m. by adding a second shift from 2 p.m. to 11 p.m. We have also increased coverage from 5 days a week to 7 days a week. The team has grown from 6 customer service agents to 25 customer service agents and we are working to acquire more. "




BBB Tip: What to know before signing up for a free trial offer. May 4, 2021

To view the full article, please visit:
https://www.bbb.org/article/news-releases/24189-bbb-tip-read-the-fine-print-before-signing-up-for-a-free-trial-offer