ComplaintsforBarkBox

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Suddenly charges from Bark box started showing up on my credit card and I have never purchased anything from them. I tried to contact them and they have no option to speak to a customer representative. I have no idea how they got my card number for these transactions!

  Business response

  02/07/2022

  Thank you so much for taking the time to share the details of your experience with BARK. We extend our sincerest apologies that you have experienced some unauthorized use of your credit card. That is frustrating and upsetting and we want to find these charges and put a stop to them. Please be on the lookout for correspondence from our team so that we can help with this further. And thank you for letting us know about this situation.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I subscribed my dog ****** (Boxer - AKC papered) to the Barkbox super chewer for a little over 16 months. During this time, ****** especially loved the treats and the toys. ******** annual labwork indicated nothing was wrong with her until suddenly she became ill. March 10th (ish) ****** had a stumbling around the house incident, she would eat & then be okay. She did this again a few days later but then had a grand mal seizure that lasted for 30 minutes. I had a broken wrist, I carried her limp 68-pound body down the stairs without help, drove as fast as I could with 2 young children in my car so that she could be seen by our Veterinarian *********************. She had multiple X-Rays, emergency bloodwork, seizure medications and found out that she was hypoglycemic. Our veterinarian stabilized her, we did an ultrasound a few days later and that came back as normal and then it was recommended that we do an exploratory laparotomy to figure out the exact cause of these episodes. Thankfully, I am an ER Nurse that was out on FMLA because my wrist was broken. We took ****** to surgery and ************** didn't find anything remarkable with her exploratory abdominal laparotomy. ****** was hypoglycemic post-surgery and uncomfortable the almost month in recovery. This all took place in March 2021. Then, all of the sudden, sweet, perfect ****** started having liquid dark ****** colored stools. I knew that this was probably the end of her life. This was July 12th. This was all happening at 5:00 p.m. and all that was open was the Emergency Veterinarian. ****** was SEVERLY Jaundiced (Liver Failure). Her skin was as yellow as a highlighter. ****** felt so terrible- she had labored breathing and the light had gone from her eyes, and her prognosis was grave. By this time, it was time to say goodbye to the best and sweetest friend that we have ever known. She was only here for 8 years, had we never signed up for BarkBox, I truly think she would still be here and not have died terribly.

  Business response

  01/11/2022

  Thank you for taking the time to share your experience.  This story is incredibly heartbreaking and we are so sorry for your loss.  ****** was truly loved and is so very missed. We thank you for being a part of the family and appreciate being a part of her life. It looks like she was receiving a Classic subscription box for ******************************************* March 2021.  We were also able to confirm that the account is closed.  We want to let you know that ***************** is looking into this and someone will be reaching out to you to connect on this situation further and more personally.  We are sending much comfort and peace to you.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BarkBox first charged my Citibank credit card on December 17th $37.19 and then again on January 1st. I do not have a dog and never ordered these. I have now cancelled my Citibank MasterCard after the charge on the 17th of December but then found the charge on the 2nd on the new card. That card has now been cancelled. I reached out to BarkBox customer support on Thursday January 6th to resolve this issue but have not heard back from them yet.The only possible explanation I can come up with here is that gave my phone to my 7 year-old son to play racing video games on December 17th when we spent 2 hours in the ******* store transferring my account from **** to *******. I highly doubt that he went to BarkBox's site and filled out the order form so a bad actor submitting the order makes far more sense.

  Business response

  01/11/2022

  Thank you so much for taking the time to share the details of your experience with BARK. We extend our sincerest apologies that you have experienced some unauthorized use of your credit card. That is frustrating and upsetting. Rest assured that we are looking into this further and will close the subscription once we are able to locate it. Please be on the lookout for correspondence from our team. Thank you for letting us know about this situation and assisting with getting this resolved.

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a one time gift box for someone December 5, 2021. I never received a confirmation or receipt of the purchase; however the recipient received the box so I thought everything was ok.Then January 1, 2022, bark box charged me again for $47.39 for which I received an email receipt from ******. I immediately sent Bark Box an email noting the discrepancy and requesting that the erroneous charge be reversed (I had sent bark box gifts previously with no issues). Bark box and I have emailed back and forth with me being told that there is not an account for myself or the recipient thus they needed other data to try to locate the details of the order. Fast forward to January 7, I am being told that now a box has been shipped out (without my authorization, 6 days after I contacted them about the issue) as part of a subscription. I have never received an email confirmation, a receipt, a billing agreement, etc and have been told for 6 days that I dont have an account and have even tried looking online for an account to try to find out what was going on myself while awaiting Bark Boxs reply. I request my money back as I did not sign up for a subscription, did not agree to a subscription, do not even have a dog myself, and have even been told by bark box that an account was unable to be located for **** have a one time, one month gift that I paid for.

  Customer response

  01/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 4th 2020, our puppy fell ill. Upon taking him to an ER ********** it was found he had ingested two of Bark Boxes products and they were compacted in his colon, he was rushed to surgery where they removed the articles. I contacted Bark Box the following week to tell them about the issue we had and how extremely disappointed we were. At the time I was asked to send in vet bills, pictures of the products etc. and Leadership would review. I was again contacted and told that Bark Box would cover the expenses at 100%. This was early September. Mid October, I still had not received payment and contacted the company via "live chat" I was told there was a hiccup in their system but a check would be mailed within 5-7 days. November, live chat again, no resolution but that leadership would email me within 48 hours, they asked for my email (I have a screen shot of this) and I was never contacted. I have continually contacted, and left messages via "contact us" and their responses are going to my mom's email. They wanted to reimburse me via paypal as it would be "quicker" I don't have a paypal account and am beginning to think this company is a scam. Their responses are very similar no matter who you talk to, as if they are automated. I'm frustrated I was lied too and want the money I was told I had coming.

  Business response

  01/07/2022

  Thank you so much for taking the time to share the details of your experience with BARK. We extend our sincerest apologies for this situation, as well as the miscommunications and delay in receiving your reimbursement.  I was able to confirm that the check was processed on 12/4 and sent to the address that was given to us. Please be on the lookout for correspondence from our team and we hope that all is well.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received a fraudulent charge on my credit card and had to cancel the card altogether. Then received a package from BARK BOX MONTHLY via *** ** Never ordered this: monthly subscription to dog toys- and we do not have a dog or any pet for that matter ! I see in their BBB complaints this happens quite often. Not sure how they obtain information from people not wanting their products but this is pure fraud. This company is completely fraudulent and has caused me too much time already dealing with cancelling my card.

  Business response

  01/04/2022

  Thank you so much for taking the time to share the details of your experience with BARK. We extend our sincerest apologies that you have experienced some unauthorized use of your credit card and address. That is frustrating and upsetting. Rest assured that we are looking into this further and that the subscription has been closed and refunded in full. Please be on the lookout for correspondence from our team and thank you for letting us know about this situation.

  Customer response

  01/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I previously filed a complaint against this company on 12/05/ 2021 and the company said it had refunded me in full, and in good faith I believed them and closed out the case. I am re-filing a complaint because it wasnt true that they refunded me in full. They charged me on November 20, $124.27 and $28.25. On December 4, they credited me $96.02 and on December 7, they credited me $28.24. I was charged a total of $152.52 and only credited $124.26 leaving a balance of $28.26 still due to me. I will include photos of my bank statement showing what they charged and what they refunded. I expect the remaining balance due credited back to my credit card.

  Business response

  12/30/2021

  Thank you so much for taking the time to reach back out about this. We are sorry that you are still not seeing part of that refund in your bank account. All of the refunds were processed in full on 12/4 as mentioned and they appear settled on our end. An email was sent on 12/4 detailing the amounts and asking to make sure it was all correct. Another email was sent to you today with some of that same information as well as copies of the refund invoices. If you could double-check your account and with your bank that would be appreciated. In the meantime, keep an eye out for that correspondence from our team. Thank you for your patience.

  Customer response

  01/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There is still a problem with the credit. The credit card company has not credited a charge that ******** had submitted and I am in contact with the bark company, requesting them to resubmit the missing credit. They emailed me copies of refund invoices so its just a matter of having the missing credit applied to my account.  I want the case to remain open until I actually see the refund applied to my account.  I tried talking to the credit card company but it didnt help, they have to hear from the ************ again.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  01/07/2022

  Thank you so much for taking the time to reach back out about this. We are sorry that you are still not seeing part of that refund in your bank account and that the refund invoices sent didnt help. All of the refunds that were processed in full on 12/4 do still appear settled on our end.  The hope was that the bank would take a look at those invoices and push that through accordingly.  If we need to contact your bank on your behalf we will need that information provided to us. Please feel free to send that information by responding to one of the communications that we have sent to you.  Thank you for your patience.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I just wanted to get my dog something for Christmas and I decided to do bark box and they had a sell where it was $5 for the first month which for me was November 29th (I was on a 6 month's subscription for it) and I immediately attempted to "cancel" my subscription so I could just get that one box but for whatever reason you can't actually cancel a subscription and I didn't find that out until I got charged twice $29 in the same month of December and then I got charged $2 just for putting my card on that subscription since when I talked to the people's they just put me on "$14" subscription when it's actually $16 and all I want is to cancel my whole subscription and get my basically $62 back for being charged over something I was unaware of. I don't want to pay for any bark box and I want my refund.

  Business response

  12/24/2021

  Thank you so much for taking the time to share the details of your experience with BARK. We extend our sincerest apologies for the confusion with the terms of the subscription that was purchased.  We offer promotions like the $5 first box that was received to those that want to join for 6 or 12 months.  Six months was chosen in this case and our apologies for any confusion.  The total charges have been for the first box and the second, not the amount mentioned. In earlier communications with our team, the lower cost box was agreed to but please rest assured the subscription has now been closed out fully. Please keep an eye out for communications from our team to help clarify and help with this further.

  Customer response

  12/26/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased Home Alone Barkbox and was charged $45.69 but only received a small bag of tennis *****. I tried calling, emailing and texting the company. The company was unresponsive to text, and I was told they were too busy to answer me via email and instructed me to text. I was unable to speak to anyone via telephone as there was not an option to talk to a representative or individual.

  Business response

  12/23/2021

  Thank you so much for taking the time to share the details of your experience with BARK. We extend our sincerest apologies that you received the wrong item and that there was a delay in receiving a response.  Our entire team is on deck and helping as quickly as possible during this holiday season and we thank you for your patience.  When we spoke on 12/21 we placed an order to have the correct item sent to you with expedited shipping. Please keep an eye out for communications from our team and thank you for bringing this to our attention.
  
  

  Customer response

  12/24/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday 12/13/2021 my credit card number was stolen and used with BARKBOX. A $1 charge from BARKBOX was billed then reversed, immediately followed by a fraudulent $38.21 charge from BARKBOX. I have never opened an account with this company. I have never subscribed or ordered from BARKBOX, and I have never done business with them in any manner. I immediately froze the card and reported the fraudulent charge to my bank while it was still in a pending status. Today I received a package containing 1 tube of Bark Bright toothpaste and two packages of dental sticks which I absolutely did NOT order. I tried to contact the company; however, they are unreachable by phone. Considering this involves fraud I am unwilling to send my information to BARKBOX via their unsecure methods. All accounts and subscriptions opened with my information must be closed immediately and permanently.

  Business response

  12/21/2021

  Thank you so much for taking the time to share the details of your experience with BARK. We extend our sincerest apologies that you have experienced a fraudulent charge to your account. That is very frustrating and upsetting and we are so sorry that this happened to you, especially at this time of year. Rest assured that the subscription has been closed and passed along for further review. You have also been refunded in full. Please keep an eye out for communications from our team and thank you for your patience.
  
  

*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. ↩