busterbox.com

This is an incredibly unprofessional company, because I am disputing over payments and not receiving

This is an incredibly unprofessional company, because I am disputing over payments and not receiving boxes they have blocked my email address. So here is my letter to Lana in customer services, maybe I will get a response?
Dear Lana,

I am writing further to your recent response regarding my subscription, I find this overwhelmingly stressful having to put this on social media however it appears my email address has been blocked.

 I must formally dispute the claim that my first box was a complimentary promotional box.

When I signed up in January 2025, I was charged £17.99 for my first box. This is clearly evidenced in my bank statements, along with subsequent charges as follows:

- 14th February – £19.99
- 14th March – £19.99
- 14th April – £19.99
- 14th July – £19.99
- 12th August – £19.99
- 12th September – £19.99
- 13th October – £19.99
- 12th November – £19.99
- 12th December – £19.99
- 12th January – £19.99
- 16th March – £19.99
- 17th March – £19.99

This totals 13 payments, despite the agreement being for a 12-month subscription. Additionally, as confirmed in previous correspondence, payments are taken one month in advance. This further supports that I have been overcharged.

I would also like clear confirmation of when my last box was dispatched, as the last box I physically received was in January.

Based on the above, I am owed either:

- 3 outstanding boxes, or
- A full refund for 3 boxes (my preferred resolution)

For clarity, I have thoroughly reviewed both my bank statements and all email confirmations, and I am confident in the accuracy of the information I am presenting.

I must also express my disappointment with the overall quality of recent boxes. Having reviewed other customer feedback, I share similar concerns regarding the noticeably lower quality of toys and treats.

I would appreciate this matter being resolved promptly. Please arrange the refund for the 3 boxes without further delay, or provide a clear explanation and resolution if you disagree with the above.

I look forward to your urgent response.

Kind regards,
Mrs Claire Cope

Date of experience: Mar 29, 2026