Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered from snack crate. I read the fine print and it said that I could cancel anytime. I attempted to cancel and was told that I cannot cancel unless I finish the subscription. Which is 12 months. They explained to me that I used one month and still had 11 months to fulfill. When I signed up, I looked through the fine print and saw that I could cancel anytime. They are not canceling my subscription unless I pay a fee to cancel.

  Business response

  12/27/2024

  Dear Better Business Bureau, 

  Thank you for reaching out regarding Melissa ****'s account, we look forward to a swift resolution. 

  Upon signing up, Melissa **** selected a 12 month subscription that included a heavy discount on the first order, for committing to that length of plan. During sign up, there are three plan option: Monthly, 6-Month, and 12-Month. The monthly subscriptions are able to cancel at any time and are recommend for customers looking to purchase just one SnackCrate. The 6 and 12 Month plans are committed to upon placing the order, and are scheduled to run for the entirety of the plan length. 
  
  The commitment details are outlined during the sign-up process and can be seen in our Terms and Conditions. However, we are able to process an early cancellation in specific situations, provided the promotion that was honored for committing to the 6/12 months is returned. This is due to the fact that the promotion is offered in exchange for that commitment, so if the commitment is not met, the promotion can no longer be honored. Please see the attached evidence where these terms are outlined. 
  
  Melissa **** has reached out to our Customer Support Team, but we have not received a reply from them yet. Once we hear back from Melissa ****, we will be able to work through the cancellation process with them. 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This has been the most ridiculous experience I’ve had with a snack subscription The false advertising guarantee people shipments by Christmas customer service team lied and said I was guaranteed to get my holiday pre orders in time for Christmas which was ordered over a month ago for Black Friday which the order was never shipped and the gift subscription that I paid for in FULL for my niece also never shipped and I was also informed that the policy for all gifts subscriptions are to ship 3-5 days after order placement which also never shipped and they also billed me for December crate which also never shipped I’ve sent several emails including a email requesting a REFUND and account cancellation. For all of my orders which was never responded to which has led me to post here on BBB hopefully this can be resolved.

  Business response

  12/26/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out on the behalf of Shayla ********; we regret to hear they are having troubles with their orders. 
  
  After looking into Shayla ********’s account, we can see that they have an active monthly subscription, purchased a pre-paid gift subscription, and placed an additional order from our CandyBar site. Each of these orders are different and can experience varying shipping times, but we can see that the outstanding orders have been shipped.
  
  For Shayla ********’s gift subscription to T. ********, we can see the first SnackCrate in this purchase, a Mystery SnackCrate, has been shipped and will arrive in 2-3 business days. The CandyBar SnackCrate order was shipped and delivered on December 21st. And, the December SnackCrate and free Holiday Crate that were ordered in the regular monthly subscription have been shipped as well.
  
  Unfortunately, since all of these orders have been shipped, we are unable to cancel any for a refund. However, if there are any concerns regarding the delivery timeline, we would be happy to assist Shayla ******* through our Customer Support channel.
  
  A response to Shayla ********’s recent email will be sent today, as our office hours have been affected by the recent Holidays.
  
  Thank you again for your time and care regarding this matter, we look forward to a resolution. 

  Customer response

  12/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22727401, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shayla ********

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Payed for a snack box to be provided and shipped at the end of each month. In addition, I payed a premium on this amount to have the product shipped preferred shipping within a 10 day window. The first product I ordered was in October, which was delayed due to weather issues. I reached out to the company to cancel my subscription due to this and they stated that since I was given a sales offer I could not cancel the subscription. I then payed the difference in the sales offer and had the subscription moved to a monthly basis. Another month has passed and this package has also been left unknown in transit along with the October package. I payed a premium for both packages to have the preferred delivery, yet neither have arrived after 2 months since the 1st order. At this point, I would like to have all my charges refunded and not receive any packages at all.

  Business response

  12/17/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out regarding this matter. We look forward to resolving this with Aaron *******.
  
  We regret to hear that the recent delays we’ve seen have lead to a less than perfect experience with us, and are happy to make things right. After looking into Aaron *******’s now cancelled account, we are able to see two orders that were placed, one a South Korea and one a Canada SnackCrate.
  
  Both of these orders have since been shipped to Aaron *******, and are currently making their way towards delivery. According to USPS, both of these Crates should arrive to Aaron ******* tomorrow.
  
  Unfortunately, since both SnackCrate orders are in transit and have left our facility, we are unable to cancel the orders at this time. However, if Aaron ******* would prefer not to keep the snacks upon delivery, out Customer Support Team can assist with that request through out Support channels.
  
  We hope that Aaron ******* does get the opportunity to try the snacks that are one the way, but we look forward to addressing any further questions or concerns with them, through our Customer Support Department.
  
  Thank you again for your time and careful handling of this matter. 

  Customer response

  12/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22688628, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Aaron *******

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have paid Snackcrate for October ($37), November($37) and December($40.99) monthly subscription shipment for a total of $114.99. I also paid for add-ons for November ($75) which was a Canada elite upgrade and a Canada Kit Kat crate and a Candybar order of 3 Christmas crates ($119.97). December add ons for $21. I have not received ANY of these boxes. This is a total of $330.96 that I am out right now with no product but a bunch load of excuses. I want my money back for all the missed shipments. I have emailed them 3 times and only got one answer back of a generic "Hi we have received your email and are working on answering you" on 12/10/24. Of course the Christmas crates were supposed to be gifts but I don't see them making it here as they haven't even shipped them out either.

  Business response

  12/30/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the share this with us, we look forward to assisting  Randi Reed with their account. After checking on their recent orders with us, we can see they have secured an order for a South Korea SnackCrate, a Canada SnackCrate, an Ireland SnackCrate and a few additional orders of some individual Crates. 
  
  Unfortunately, we did experience a delay in our fulfillment process recently, following the back to back hurricanes that traveled through Florida, and the Longshoremen Strike along the East Coast. We have been working as quickly as possible to catch up following these unforeseen delay, and have since shipped all outstanding orders.
  
  Randi *****s recent orders have all been shipped and confirmed as delivered, with the Holiday Crate purchase arriving by Christmas as guaranteed. Please see the attached evidence confirming the delivery of all recent orders under Randi *****s account, and their recent emails with our Customer Support Team.
  
  We have not received a refund request from Randi Reed, but we will be happy to work with Randi Reed if they would prefer a refund to the delivered snacks.
  
  We look forward to snacking with Randi Reed in the upcoming days, and towards a resolution in this matter. Thank you again for bringing this to our attention. 

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had shipping issues with Snack crate in September and they comped my October delivery as an apology but they’ve now taken out November and Decembers subscription but I haven’t gotten October or November’s boxes at all. USPS cannot find it and is telling me to file a missing mail order and Snackcrate is not answering me or anyone that has tried to contact them recently.

  Business response

  12/17/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out regarding this matter. We look forward to resolving this with Dyanara *********.
  
  We are so sorry to hear of the troubles surrounding Dyanara *********’s recent order with us. Unfortunately, we did see delays surrounding our South Korea and Canada SnackCrates, but we have been working around the clock to bring those delays to an end. Dyanara *********’s order was shipped out on November 22nd, however it looks like the order may have been mishandled during transit.
  
  We have received Dyanara *********’s recent email and our Customer Support Team should be responding very soon, following a high traffic in recent inquiries. We are happy to help Dyanara ********* through our Customer Support channels and work towards either a replacement or refund.
  
  Thank you again for taking the time to bring our attention further to this matter.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a South Korean SnackCrate around two months ago and I ordered it with priority shipping. They kept delaying my Crate with excuses and finally after two months my SnackCrate gets here. I opened it up and it’s a Canada SnackCrate. This isn’t what I ordered and they expect me to accept this. I want my South Korean SnackCrate and potentially my money back for the constant waiting and delays. I didn’t receive the specific items I ordered.

  Business response

  12/17/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out regarding this matter. We look forward to resolving this with Ricardo *******.
  
  We are so sorry to hear of the troubles surrounding Ricardo *******’s recent order with us. Unfortunately, we did see delays surrounding our South Korea SnackCrates, but we have been working around the clock to bring those delays to an end. However, to hear Ricardo ******* received the wrong order is disappointing.
  
  We have received Ricardo *******’s recent email and our Customer Support Team should be responding very soon, following a high traffic in recent inquiries. We are happy to help through our Customer Support channels and look forward to making this right with Ricardo *******.
  
  Thank you again for taking the time to bring our attention further to this matter.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Thankfully I was able to cancel the remaining subscription however I still awaiting October and November boxes, I reached out to customer service 3 times and recieved the same response "Shipping information will be to you by Wednesday", the shipping information for the two boxes didnt update until December 9th and December 12th. When inquiring with their cuswtomer support representatives about receiving a refund as they did not fulfil their end of the deal I recieved snarky responses "I'm so sorry Ashley, I don't know what you expect me to offer, your snacks are on the way and your subscription is canceled. You have been offered credit via chat. We've explained the reason for the delays. What would you suggest as fair exchange? I'm out of options. Ken" The credit "Ken" is referring to when I had reached out for the second or third time and said I would like to cancel, I was offered a credit for the upcoming box that was shipping and I wasn't sure I would going to continue as they had already not upheld their end of the deal for the last three boxes. (First one is understandable due to port strikes and hurricane however it was a week before they informed customers of the delay) This situation reflects a failure on their part to uphold commitments as a company. I, as a customer, have fulfilled my obligation by paying in good faith and expect the same integrity in return.

  Business response

  12/31/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the share this with us, we look forward to assisting  Ashley ******* with their account. After checking on their recent orders with us, we can see they have secured an order for a South Korea SnackCrate, and a Canada SnackCrate.
  
  Unfortunately, we did experience a delay in our fulfillment process recently, following the back to back hurricanes that traveled through Florida, and the Longshoremen Strike along the East Coast. We have been working as quickly as possible to catch up following these unforeseen delay, and have since shipped all outstanding orders. Updates on these delays were provided to all our customer via email, social media, and their SnackCrate account page.
  
  Ashley ********* recent orders have all been shipped and confirmed as delivered. Please see the attached evidence confirming the delivery of all recent orders under Ashley ********* account.
  
  A $10.00 refund was processed for Ashley ******* as compensation for the recent delays. Unfortunately, a full refund for both items is unavailable at this time since they have been shipped and delivered, unless a return is processed. 
  
  We look forward to a resolution in this matter. Thank you again for bringing this to our attention. 

  Customer response

  12/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22683567, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ashley *******

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from her starting in August was suppose to be a 6 month subscription. Received the first box quickly after that things went downhill. The next box was over a month late. Now I currently haven’t received October or November box. They don’t want to refund you and if you cancel they want to charge you for canceling. They lie about the port closures is the reason and hurricane but that happened months ago. I want my money back!!! Refund me please because I’m paying you all and you want me to get renewing this is not charity and this is ridiculous and unacceptable!! I just want a refund for OCTOBER and DECEMBER! You check the tracking no movement. Furthermore the last box I got the candy was melted etc out of 6 boxes I only got 2 but paid for 4 thus far. I want a REFUND!

  Business response

  12/16/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out regarding this matter. We look forward to resolving this with Shereese *******.
  
  After looking into Shereese *******’s SnackCrate account, we can see they have been subscribed to our services since August 24th. Since then, they have ordered four SnackCrates, all of which are now showing as delivered.
  
  Unfortunately, we did see delays surrounding our October and November SnackCrates, but we have been working around the clock to bring those delays to an end. Shereese *******’s recent orders have been shipped and delivered to the address on file.
  
  We have been in contact with Shereese ******* through our Customer Support channels and look forward to resolving any further troubles they may see there.
  
  Thank you again for taking the time to bring our attention further to this matter.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 13, 2024, I purchased a Snackcrate box and received it. However, I noticed two charges on my credit card statement: one for $34.39, which I authorized, and another for $79.98, which I did not authorize. When I saw that this company took more money than I approved, I sent an email on December 6, 2024, requesting a refund for both charges and asking for my subscription to be canceled. As of now, no one has responded to my request, and my subscription remains active. I would like my money back and I will never use this company again.

  Business response

  12/13/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to reach out regarding this matter. We look forward to resolving this with Jonette **************
  
  After looking into Jonette *************’ SnackCrate account, we can see a 6 month subscription was started on November on November 13th. After the first order, subscriptions renew on the 5th for the designated subscription price, with the option to add additional snacks. Under Jonette *************’ account, extra snacks were added to their December purchase, which is why the additional charge of $79.98 USD was processed.
  
  These additional optional snacks are called ‘Add-Ons’ and can only be added after accessing each customer’s secure account through their username and password.
  
  We are able to see Jonette ************* reached out to our Customer Support Team on December 9th, but we have not heard back from Jonette ******* ***** since our initial reply.
  
  Given we have not heard from Jonette ************* since that last email, their orders have remained active. We regret to hear that the subscription was charged for more than desired and would be happy to assist Jonette ************* through our Customer Support Channels.
  
  Thank you again for taking the time to bring our attention further to this matter.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Snack Crate hasn’t fulfilled its commitment to sending snack crates on time. I am currently waiting for them to send crates for October and November. I have reached out and haven’t received a response. They aren’t even responding to social media comments. They provided an update two weeks ago stating that crates would be shipping soon, however I haven’t received any tracking information. They are still charging my card that is attached to my subscription and I have no way of canceling without getting in touch with them or contacting my credit card company.

  Business response

  12/27/2024

  Dear Better Business Bureau, 
  
  
  Thank you for taking the time to reach out on the behalf of Kimica *****; we regret to hear they are having troubles with their account.
  
  After looking into Kimica *****’s account, we can see that they have an active monthly subscription. Unfortunately, our subscription service has been delayed recently, as we have been affected by a backlog of shipments during the import process. While working through these delays, we worked to keep our customer updated via email and social media and have since been able to bring them to an end.
  
  Kimica *****’s recent orders have been shipped and they have confirmed delivery, as we have been in contact with Kimica ***** through our Customer Support Channels. During our conversations with Kimica *****, we were able to provide compensation for these unforeseen hold ups via store credit.
  
  We believe this situation has been handled fully with Kimica ***** and look forward to continuing this service with them. However, if Kimica ***** needs any further assistance, we are happy to help via email again.
  
  Thank you again for your time and care regarding this matter, we look forward to a resolution. 

*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. ↩