1.5 weeks later I get a plastic puzzle toy in the mail. I'm confused, I thought I was supposed to be getting a plush replacement (my pup LOVES plushes) I feel bad for asking a fourth time, but honestly I pay $25.00 a month for this box. So I ask about the replacement plush, as nicely as possible and am told they don't send out the same types of toys if my dog is just going to destroy them quickly, but they'll send me out a plush anyway, even though they don't usually do that."
So instead, BarkBox use this as a retention opportunity. Co-founder Matt Meeker started the service because his 150 lb. Great Dane kept destroying toys designed for smaller dogs. By designing boxes for different dog sizes, customers are more likely to get treats and toys that are tailored to their pet in the very first box. Therefore, they will continue to order.
“The Bark & Co support team always strives to deepen customer relationships through social. However, with the sheer volume of direct messages coming in every day, it’s sometimes a challenge to maintain the levity and respond to customers promptly. Fortunately, with Zendesk Message and the use of a chatbot, we are able to escalate high priority conversations to our agents. This ensures that our support team can handle the more complex queries, leaving customers happier.”
Moxie still has all the toys I got her when I brought her home. While she likes to carry them around, she doesn’t get destructive with them, so they last. Getting new toys every month would just be overkill! I’m envisioning piles and piles of toys. I don’t really see any other Barkbox reviews pointing this out, so I don’t think it is overkill if your dog tends to tear up the toys eventually.
Today I again reached out to BarkBox to ask where the box was. I was told the shipment had been lost. When I asked where the other two boxes were there was no answer. I was also told that they could not find record of my payment for the original box and could not process a refund. When I asked when I was going to be notified that they had lost my shipment I was told that they do not always do that.