Complaint Review: NatureBox - San Carlos California

I understand that you can choose your snacks, and what you have chosen you will get every month. The problem is, if you choose only one, or two snacks, then they send you the SAME recommended snacks for those slots in your pantry that you chose nothing for. I should be able to choose one thing I like, and then have random snacks sent for the rest of the selections. That did not happen. I chose two that we liked, and every month, the other three "random" snacks where the same three things I contacted them and told them to NEVER, EVER send me again.

You do know you have to go online and pick your snacks right? If you leave the same snacks in your "pantry" they will send the same snacks until you change them or they run out.......

So now I know why all the posts on their Facebook Page are positive - they actively REMOVE negative posts! I posted yesterday that I was furious with their latest delivery of the same set of snacks, and that I was canceling my service. That post is no longer on their Facebook page.

They have responded to a reply I made on another persons post:

"Hi Shane - thanks for your message! It sounds like you need to choose the snacks you receive each month- if you don't choose new snacks each month, we'll continue to ship you what you selected the previous month. Please contact our Customer Care Team ([email protected], 1.888.613.6998 Mon-Fri 7AM-5PM PST) and we can help."

WHAT? That's not what their site says. Another response on the same thread:

"Hi Shane - thanks so much for reaching out on this so we can help If you are set to receive a Discovery Box, you will receive surprise snacks each month and they will always be different. We have a new box of brand new snacks each month that you would get. But, if at any time you log-in and choose your snacks, you will continue to receive those same snacks until you change them. If you selected one snack, you will continue to receive that one snack and other recommended snacks (that may not necessarily change based on what your one snack you selected). We are working hard to improve our "Snack Algorithm" but the best option if you want to receive completely new snacks each month is to continue to receive our Discovery Box. We can definitely help you out on this - we'd love to turn your snack experience around Please send us a quick private message here on Facebook with the email address associated with your account and we can get this all set up for you. We'd even love to make your next Discovery Box on us."

To which I replied:

"OK,Private message sent. I just want what your site says I will get - a variety - not the same things every month. And remember, I ONLY SELECTED ONE item for my box, and left the others empty."

and their reply was:

"Hi Shane - thanks so much for sending us a private message so we can help What we will do is set your account back to a Discovery Box - when doing this, you won't receive your one selected item, you will receive 5 all new snacks for that month. Our Customer Care Team will be in touch on Monday to help and will make things right for you!"

So apparently you can gte the "Discovery Box" and get new things each month. But, once you select ONE item, you will get the SAME items every month. What good is that? I say the system is flawed, becasue you CAN NOT select items that you DO NOT want, and therefore end up with the same things every month.

PATHETIC. And the above is not clearly stated on the web site.

Their sign up page has this disclaimer:

"Welcome to NatureBox! By clicking "Place My Order," you will be receiving healthy snacks from NatureBox and agree to the NatureBox terms & conditions.  Each box comes loaded with healthy, great tasting snacks. You can choose to discover brand new options or to personalize your very own NatureBox tailored to your specific dietary needs. You will receive a variety of different NatureBox products, hand selected by our team of snack experts and nutritionists. When you sign up, you will become a member of the NatureBox monthly program and be charged monthly. Each month, you'll receive a new supply of NatureBox at your subscription price ($19.95 for the deluxe package, $29.95 for the family snacker, and $49.95 for the professional snacker) per month INCLUDING FREE SHIPPING* for customers in the 48 contiguous states, which will be charged to the card you provide today unless you call to cancel. There is no commitment and no minimum to buy. Gift orders will not auto renew into membership program. To customize this program or future shipments and charges, call customer service anytime. You may cancel or pause your next month's NatureBox up to the last day of your billing cycle, for any reason. Every NatureBox order comes with OUR 100% SATISFACTION GUARANTEE. We hope you enjoy your snacks! * A shipping fee of $1.97 applies to subscriptions redeemed using third party promotional codes and offers."

Nowhere in this does it state that if you select ONE item, as I did, that you will continue to get the same BOX every time. The assumption is I can select up to five items to get each month, but the way it works is if you select ONE from a previous month, you get that same 5 snacks from that month every other month. This is NOT clear.

And, for the record, you CAN NOT indicate which snacks you DO NOT want. I was told by support that they would make sure I got different snacks each month, but never told me that I was no longer on this so called "Discovery" box that provides what the above disclaimer states. Oh, and nothing in the disclaimer refers to the "Discovery" box.

Bottom line is their site is not clear, their support is not helpful, and I am tired of the same snacks every month. Yes, the snacks I have been able to try are good - but I want different ones each month, AND I WANT A WAY TO PREVENT GETTING SNACKS WE DO NOT LIKE!