Graze

Easy to navigate website, huge delicious variety of fresh snacks, what's not to love?

I wish I'd done my research beforehand. Their free sample is an underhanded trick. Sure, it says you can cancel the subscription "at any time," but if you cancel before the free box is sent, they retract it. But by the time the box actually arrives, you've already been locked in for a second box, which you have to pay for. Mind, they haven't necessarily even sent that box yet. It's "being prepared." I seriously doubt it takes any preparation time to grab a few packets off the shelf and put them into a cardboard box. I'm convinced that the preparation time exists only to lock in a payment before the customer has time to cancel the order. It's sneaky, it's dishonest, and it's bad business.

The kicker is, I went on the site to check the prices and maybe step down to a less frequent order cycle. After seeing their business practices, I would never order from them again.

Update: I sent the following e-mail with the subject line "Refund request - item not yet sent."

I recently ordered a free trial box with a coupon, which automatically signed me up for a subscription. The site said I could cancel this subscription at any time, but canceling it before the trial box was sent out would cancel the trial box. Today, I received the trial box, decided that your product is not for me, and went to cancel the order immediately. Unfortunately, you have already charged me for a box which is "being prepared." I don't want this box, and I don't want to pay for it. I had assumed that Graze would allow a potential customer time to see the sample box before charging for the next. Doing otherwise - and not allowing me to cancel a box that hasn't even been sent yet - comes across as dishonest and isn't good business.

After some searching, I've found that mine is a problem many people have had with your company. Still, I'm hoping you can be reasonable and help me out. I would like the unwanted order to be canceled and refunded. I have cancelled all future orders and deleted my credit card information from my account on Graze.com. I do not authorize any further payments."

David from Graze customer service responded the next day asking for my information. By then, the box had already sent, but as a gesture of good will, he gave me a full refund.

Though the practice of locking in a second (or third, as some have said) box before the trial has been received is underhanded, I have raised my review from 1 to 3 stars due to the refund. Perhaps others have not had service reps that were as accommodating or perhaps their e-mails were written in a rude or aggressive manner. In any case, my issue was resolved. I still don't think their product is necessarily worth the price, but they accommodated my request for a refund.