ButcherBox
Reviews and Complaints

I've been subscribed to a service for nearly a year. Most orders were satisfactory, but there were issues like thawed items, leaks, and missing products. The last order, however, was problematic. I ordered a custom box for $270, set to arrive in November. We rescheduled the delivery several times due to a delay in receiving a freezer. Along with the box, I received email offers for additional items, which I added to my order. I later removed some add-ons through the 'edit box' feature on the service's website, which seemed to save correctly, showing a new total of $492.55. However, on the billing date, my card was charged $647.55, not reflecting my edits. The box arrived with all the items I had removed. Customer service was unhelpful, insisting the charge was correct and no credit was due. This dismissal of my complaint, possibly due to a glitch or oversight, has eroded my trust in the company, especially after finding similar complaints from others.

I placed an order on December 19 for a Christmas gift for my stepfather and was promptly charged THAT DAY. I set it for a date (which I thought was the second week of January), however upon talking to customer service was told that it was in processing status to be delivered between the 14th and 18th of January as I had selected delivery the week of the 12th. I stated that I did not understand how their shipping/processing schedule worked and was sent a link with the same information I had (the FAQ page) multiple times even though I stated I did not understand how it worked, simply needing clarification and felt extremely dismissed by customer service. I contacted again to make sure of the date, so my parents could be home or close by when the package arrived due to higher temperatures/humidity where they live. I tried again to gain clarification on how the shipping works, typically businesses do not charge your account until a label has been executed for an order. I was told to notify my parents the box would definitely be arriving between the 14th and the 18th of January. My stepfather was informed and excited to receive the box as it was supposed to tie into his grilling spice/tool gift basket that was presented at Christmas. Unbeknownst to me my order was refunded to the card I paid with... which I noticed only this morning when looking at my bank account for other reasons. I checked my email and had not received any notification as to why a refund was issued or even that there was a refund issued- when logging into my account that did not offer answers either and there was no cancelled message on the order history. The only thing noted was lack of the signature "processing" message, so I again reached out to customer service. After talking to their representatives once again with a less than chipper conversation regarding a valid issue- the answer was that upon cancelling my subscription (due to the ongoing issues with customer service and that I had bought this box as a gift).. apparently my order was refunded/cancelled as well due to it's still "processing" status. This is unbelievable considering the order has been paid since December 19th. With the other reviews it hardly seems like new issues being presented here. Highly disappointed as this service came highly recommended by a friend and was to be part of a wonderful holiday gift for a loved one. What is funny is that I was contacted DURING this review by a manager due to a previous customer service chat. He wanted to reinstate the charge to my card and send the box out right away and when turned down offered me $30 off the box. A nice gesture I suppose however, at this point with all the insufficient customer service, lack of communication, and just lack of consideration towards consumers I would prefer to spend my money elsewhere. The amount of excuses and "this should have happened" does not take away the feelings of telling my stepfather numerous times all the awesome stuff in his box and having to tell him that it'll be another couple weeks..now I have to tell him it won't be arriving at all. The only right this company could do by me is to send the package I ordered with all components that were supposed to be there straight to my stepfather at no charge. Butcherbox you can keep all your should haves and apologies to yourself after several "mishaps" with the same order, that is on you- not an issue the consumer needs to pay for or correct. If you're reading this and got this far, thank you for your time and buyer beware.

ButcherBox Ref. No: [protected] Tow whom it may concern, On March 13, we ordered a Big Box ($238) from ButcherBox. On the 18th, the box was delivered in great condition. Up to that point, we were excited with our purchase, however, the excitement was quickly squandered by the amount of meat received. To put it into perspective, we got 1 extra item than those people in unboxing videos we watched on YouTube prior to our order, and 1 extra item than a friend we referred. All had ordered the Small Box ($139). At this point, we were a bit worried about our purchase. Still, in the spirit of trying to fool ourselves that our decision was a good one, we allowed the thought of "this must be a mistake" to guide us in good spirits until we actually speak to them. Well, we did speak to them, and our reality was set straight. Today, March 19, we called ButcherBox and after waiting 19 minutes to speak to someone, the person basically told us "No, your order seems right.". We tried to make the person understand that we basically got the same amount of pieces than those who order the smaller box, but we quickly realized we were not going anywhere, so we proceeded to confirm that we actually got our referral credit ($30 dollar referral per person). Prior to our call, we had confirmed that 1 of our friends ordered a small box using our referral link (***). Furthermore, we asked him how many pieces he got, and it turns out we only got 1 extra piece than he did, and yet we paid $100 more. Here's a happy thought that came to mind at that moment... "Maybe ButcherBox is trying to surprise us and we just haven't noticed that the extra piece in question is actually a Wagyu or Kobe steak."... Sad to inform you all, that wasn't the case. The referral link (***) ButcherBox provided us with was given to us upon completion of our first and last order with them. So did we get the credits? Of course not! The person on the phone representing ButcherBox informed us "No, I don't see any credits on your account.". Needless to say, laughter and the thought "Of course you don't!" simply took over. So here we are, sharing our unfortunate experience with ButcherBox and even more importantly, alerting those who read it, what to expect should they ever need to contact them. An ominous and extremely poor customer service experience where they will make you feel like COVID-19. Let your imagination go free. And now, after reading all the great complaints in this fine website (Complaintsboard.com), we now have a new fear to worry about, we asked the person on the phone to cancel our account, which the person gladly did without asking any questions or trying to save our business. But the fear is still real, will ButcherBox charge and send us a new unordered and unwanted box like they have done to so many of you? If you do, ButcherBox, this complaint, which has been filed before the concern described above becomes a serious problem, will serve as proof of bad faith practices and for future evidence wherever your actions may lead us. Conclusion: We were truly excited with the idea of not having to go to a large warehouse to buy our meats and do the long lines, however, you've made us realize that the large warehouse and the long lines were not such a bad experience, we get free food samples after all. Perhaps an accidental thank you is in order...? To everyone who reads this, stay far away from ButcherBox, the name is very proper, by our experience and the complaints of many on this fine website, they will butcher your wallet one way or another.

I am a new customer to butcher box and I have to say my initial experience has been horrible. I was so excited to try the service. As a chef, foodie, blogger and new mom your company offered a service of both convenience and quality that I was very excited about. I have been receiving a local produce box for over a year and really enjoy it. However butcherbox is able to offer more variety at a better price then my local Farmstand box. After I put in my order I was anxiously awaiting my first box. The tracking information said that it was out for delivery as of Thursday September 5th. I never received my box. On Monday September 9th I began a chat to try to figure out what was going on the customer service representative on the chat let me know that she had put in a request for more information and that was pretty much all that she was able to do at that time. If I wanted more information in real time I would have to call the customer service phone number. I went ahead and made the call to customer service first speaking with Alicia. Alicia informed me that she was seeing the same information that I was however it was my responsibility to contact the shipping company to get any more information. She told me that she would put in another order for a box. She told me the order going in on Monday the 9th would be processed and sent out on Tuesday the 10th and that I would receive my box by Saturday the 14th. I was concerned about the transit time and also just really upset that I didn't receive my box and that no one was able to tell me why. I was concerned that since there was an issue that was unresolved with the first box that we might run into the same issue with the second box. Since the customer service representative informed me that she was unable to contact the shipping company for me I asked to speak to a supervisor. She then told me that I would not be able to speak to a supervisor directly that I would have to wait for a supervisor to call me back considering that this was my first order and then I was not able to speak to a supervisor nor would they be willing to contact the shipping company to figure out what happened and ensure that I wasn't going to get a box of rotten meat delivered to my door or that I would receive the box that I had paid for I then told her I wanted to cancel my membership all together. At which point she told me she could put in a request to cancel my membership but I could not cancel my membership at that time despite everything that I had read on your website about being able to cancel at anytime. At this point I had paid nearly $300 for a surface that had not been fulfilled I was then asked to do the legwork to figure out why it had not been fulfilled and when I asked to speak to a supervisor because I found that to be ridiculous I was told that I wasn't even allowed to speak to a supervisor despite being a paying member. It seems crazy to me that your customer service policy would rather lose a customer and then allow that customer to speak to a supervisor. I understand that you are probably trying to allow the situation to deescalate itself I having the supervisor call back later but in this case it did the exact opposite. This showed me that you do not value your customers. You would rather lose a customer then provide them with customer service that they are requesting in real time. I thought perhaps this specific customer service representative did not want to put me through to a supervisor so after she disconnected our phone call telling me that she was unable to help me further I went ahead and called back inspect to Jeremy. He assured me that this is in fact your policy and that even if you are going to lose a paying customer they have been instructed to adhere to this policy and not allow a customer to speak to a supervisor or anyone else further up the chain. Furthermore he confirmed that your customer service Representatives only have one phone line and are not able to make outbound phone calls to help a customer track a shipment with the shipping company. Even though these are time-sensitive shipments and you would think that issues should be able to be rectified quickly and efficiently it doesn't seem your customer service Representatives even have that ability. I don't want anyone to get in trouble or anything. I really just thought that the customer service was the worst experience that I have ever had as a consumer. I am hoping that by reaching out to you there can be some change in policy. So that customers can feel like there is somebody behind the service that they have purchased that is there to help them and that is the first person that they contact on the phone is not able to help them that they can find somebody within your company that can help them on their time when it's convenient for your customer not when it's convenient for your company. I am hoping that this reaches somebody other than the customer service Representatives that I am able to reach through a chat or phone call since they seem to have their hands tied and are unable to provide butcherbox customers with information about their shipment that customers are not able to see themselves online or even able to escalate a phone call in real time to a supervisor. I believe that customer service can make or break a company. There is so much competition out there it is really the one thing that can set you apart. This was just really a bad way to start a new membership with a company. I totally understand that things happen that are out of the control of butcher box. But I feel like there was a lack of integrity in the way that that was handled and you only get one chance to make a first impression.