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Is Alltrue Closing Down? Update: Yes. What Next?

Kai Green
ByKai GreenApr 29, 2022 | 130 comments

 

(Update: 4/27)

Alltrue CEO Matt Richardson has, for the first time, confirmed that Alltrue is shutting down. Last night (4/26), he  confirmed to Forbes magazine that Alltrue is in the process of an Assignment for the Benefit of Creditor, which is an alternative to bankruptcy. “Unfortunately, I’m not allowed to comment further at the moment,” Richardson told Forbes in an email. “The assignee hopes to have an update soon, at which point there will be more information to share.”

Over the past few weeks, several posts and photos from former employees and others have been shared across social media saying that Alltrue was closing down, but this is the first time Richardson himself has made a public statement about the situation. There is still no word from Richardson about refunds for existing customers or delivery of Spring 2022 boxes.

If you're a subscriber and haven't already, read the Federal Trade Commission's (FTC) article "What To Do If You’re Billed for Things You Never Got, or You Get Unordered Products" (thank you SMC!) They include a sample letter for disputing credit and debit card charges. The FTC stresses the importance of a letter:

One thing to know: Some issuers let you dispute billing errors over the phone or online. However, to be sure that you get the full protection of the law, follow up with a letter.

The credit card issuer must acknowledge your dispute, in writing, within 30 days of getting it, unless the problem has been resolved. It must resolve the dispute within two billing cycles (but not more than 90 days) after getting your letter.

From the article:

By law, you have to dispute a credit card billing error in writing within 60 days of the date that the first statement that has the billing error was sent to you. Otherwise, you may get stuck with the bill.

Send a dispute letter to your credit card issuer at the address listed for billing disputes, errors, or inquiries — not the address for sending your payments. Look on your statement, online, or your credit card agreement to get the right address. Use this sample letter for disputing credit and debit card charges.

What if you agreed to delivery on a date in the future that turns out to be more than 60 days?

Can you still dispute the charge?

You’re likely outside the protection of the Fair Credit Billing Act. Still, some credit card issuers may extend the 60-day dispute period when a shipment is delayed. Send a dispute letter to your credit card company. Include copies of any documents showing the expected and actual delivery dates, including any notice the seller sent you about the shipment delay.

What if you used a debit card?

The consumer protections for debit cards are different than the protections for credit cards. You may not be able to get a refund for non-delivery or delivery of the wrong item. Contact your debit card issuer — often your bank — as soon as you know there’s a problem. Some debit card issuers may voluntarily offer protections. Start by calling the customer service number. Follow up with a letter. 

What if you paid through Paypal?

MSA reader Vanessa (thank you!) says contacting PayPal was successful:

"I called and the rep escalated it straight to a claim so I wouldn’t have to wait for a response that would never come. This actually immediately closed the claim in my favor with a full refund (I only asked 50%). According to PayPal, Alltrue is closing accounts and agreed to fully refund all claims. They aren’t fighting it. So if you paid through PayPal, call to file the dispute rather than file online, that way you can explain the situation and why it is more than 180 days (if it is)."

Comments from MSA readers offer other ideas. MSA reader Reeb (thank you!) encourages subscribers not to take no for an answer:

"Call your credit card company. If they tell you the charge was too long ago, tell them you prepaid for promised goods and explain the subscription model. Some companies are authorizing chargebacks, some are claiming failure to provide goods, and the simplest claims are if you used a card that offers one-year purchase protection (like from theft or breakage.) But talk to them and see how they want you to proceed. Don’t accept an outright no."

Last week, we shared the following:

There are several rumors swirling about Alltrue (formerly Causebox) possibly closing down their business.

Here's what we know:

  • When an attempt is made to "Reserve Now" and sign up for a new account at Alltrue.com, that is not possible as of April 20.
  • Alltrue social media accounts have not updated (Last update was on Twitter: 3/5, Facebook: 4/10 Instagram: 4/11).
  • A Reddit user has posted a document dated April 20 which appears to indicate Alltrue has filed for Assignment for the Benefits of Creditor (ABC), an alternative to bankruptcy.

In the past few days there have been multiple Reddit posts asking if bankruptcy is in the works and some unverified claims that all employees were laid off. One of the posts in our own MSA forum thread on this topic described still more unconfirmed claims that Alltrue was exploring alternatives to bankruptcy.

We stress that none of these claims, statements or documents have been verified or confirmed by Alltrue themselves. [As of 4/27, this is now confirmed by CEO Matt Richardson to Forbes.]

If you are an Alltrue subscriber, we encourage you to make your own inquiries with the company, do your own research and contact your credit card company about your options, should you decide to do so. Right now, there is no information about whether existing subscribers will get refunds or whether they will receive their Spring 2022 boxes.

What are your thoughts?

Kai Green
Kai Green
Kai Green is a freelance writer who loves happy surprises, which is why she loves subscription boxes. She has a favorite box every week and gets almost TOO excited about packaging. When she isn’t thinking about subscriptions she thinks about entertainment, pop culture and BTS. Her most fervent wish is that a BTS box becomes a reality.

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130 comments

Laura Armstrong

What is you paid for a yearly subscription. I paid in November of 2021. I am still owed Spring, Summer and Fall boxes. Do I have any recourse since it so far out from when I paid.

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Katie

I am in the same boat! I signed up and paid in November of 2021 and only received one winter box and super late. This is crazyness. It has been so long since I paid as well, do I have any chance of getting a refund?

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Amanda L

I’m in the same boat as everyone else. Didn’t know what was going on and no way to contact customer support. Just learned they shut down and I’m on the phone with my bank now, hoping they can rectify the charge. I received one box very late in the winter and nothing since. What a joke

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Rachel Jenkyns

Wow. This is a horrific way for a company to treat people/customers!!!! I was an annual member so I had already paid for my four boxes, spring 2022 was supposed to be my last as I canceled months ago before my auto renewal went through thankfully!! I cannot understand how this is how it is going to shake out. Where are all the products. They’ve been paid for. So what, the stock is just stored in a warehouse where no one can get to them and everyone’s been fired so no one gets anything. Absolute b.s. I emailed the [email protected] for two weeks with no response. And like the article states no social media will reply; nor has anything been updated. Super pissed.

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Steph

Good luck getting a refund from PayPal if you paid outside the 180-day window. I tried calling and kept getting kicked to their website, so I filed a dispute there, which immediately got denied. Upon calling again, I was not able to speak directly to a rep. I messaged their customer service team who just directed me to the terms and conditions and suggested I “work with the sellers” to resolve the issue, which of course, I had already attempted. If anyone has luck with PayPal, I’d love to hear how you did it! *My Spring market purchase claim is still pending, since that at least was withing PayPal’s protection period.

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Help

How do I make sure that they don’t renew my subscription?

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Jennifer

Like others I JUST found out about this. Realized my Spring box (and marketplace add on order) should’ve arrived already. Looked in my email: nothing. Went to the website and saw both had been canceled. Checked paypal and didn’t see a refund. Called & spoke to a customer service agent to file for a dispute on both payments. Will follow up with the result. WTF Alltrue – thanks for ruining subscription boxes for all of us.

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Cass

I wish I would have found this information sooner! I’ve been emailing and trying to get a hold of someone in Customer Support since the beginning of May. I have since reached out to my bank, the BBB, and my local Attorney General. My bank said they couldn’t do anything for me being that it was more than 60 days old.
So infuriating! This is so shady, I will NEVER do a subscription box ever again. It’s despicable and a really horrible way to treat customers. I hope this follows them in their future endeavors.

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Peg Tayler

I’m pissed! This “ socially conscious” company took my money and bombed.
I’m beyond mad.

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Brenda

Oh I loved Causebox/Alltrue for 2 years. So terrifically disappointed in them, feel also like I was duped into thinking it was a women-owned operation, because it was Hannah who would show the seasonal boxes. Come to find out it was started and mismanaged by two white guys! Very thankfully, Discover has honored my refund.

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NeverAgain

I, like others, kept checking my subscription. After they took MONTHS to ship – I cancelled but knew I had 2 boxes left of my annual subscription. When I checked today – they canceled my spring box which was ordered 4 months ago! And I’ve still paid for the entire year! AND you can’t even contact anyone because they took that away. What a joke this company is!!

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Catherine Palmer

They charged me and accepted my order after this statement was made (of course with no delivery). This is infuriating!

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Momoftwoinva

I absolutely LOVED my Causebox & looked forward to it each season. When I didn’t get my Spring box I was surprised and logged into my account. Everything was there but a shipping date. I found this off but figured shipping is a lot harder for everyone these days so I’ll just keep checking. However, I was prompted to consider adding all these great products to my order & to upgrade my membership before the annual price increases! WOW! How shady can you be? You’re shutting down operations but continuing your sales & asking customers to upgrade. I’m DEEPLY disappointed. I tried several subscription boxes & this was the only one I retained. I got some lovely items in the past but how they done me & countless others has left a bad taste in my mouth towards future subscriptions.

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Sharon in TX

After this fiasco, I won’t get a yearly box subscription with anyone else!

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NANCY J HALL

my thoughts are after missing one box last of my subscription and waited and waited and waited they said oh it will be there end of June and immediately renewed my F ING subscription……so there is that

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Patty Curtiss

In February 2022 I received an email offering me the chance to renew early at the current price, rather than the upcoming higher price. I did this for about $220. They had to have known they were in trouble at that point but still took my money. That’s not very ‘Alltrue’ of them. I’m out over $300.

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Alana Lynd

They are still accepting new members on their site!! So corrupt! I’m sorry this is happening to you and I hope you get your money back.

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Rebecca B Beteag

I also renewed at the lower price for 2 subscriptions. I made a purchase from the shop, too. One subscription auto renewed in January. I disputed all three of these charges through my bank, Wells Fargo. So far, the subscription charges are not resolved as Alltrue has 45 days to respond. My shop order of $63 settled in my favor, with the explanation the charge back was not disputed by Alltrue’s bank. I would suggest anyone to get in touch with their bank and speak to a person. Make sure you stress goods not received. It was a bit difficult for me, as the representative I was speaking with was from a country where subscription boxes are not available, but I persisted and got the cases opened. I have read elsewhere that Alltrue is not disputing charge backs, but I would assume the sooner you get your claim in, the better.

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Rebecca B Beteag

My $423 for renewing for an additional year has been refunded! Still waiting on resolution for the auto renewal charged in January.

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Holly

I was charged for the spring 2022 box and it still hasn’t shipped. if you try to go to the “Contact us” and the “Community Support
For membership and shipping questions” it says the webpage isn’t available and that they are “Working on it”. i will be contacting my bank to see if I cant get a refund.

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ellen

I have the same problem. My subscription for 2022 automatically renewed. I received my winter box but have yet to receive the spring box or the market order I placed in March. When I went to the contact us page, I was sent to a 404 error page. Then, decided to google Alltrue and found this article. I used PayPal for my purchases so will be reaching out to PayPal and my bank. Shoddy business practice for sure!

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Kim

This is exactly my situation too! Trying to contact PayPal right now.

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Laura

I have purchased Cause Box in the past, but thankfully I’m not a current subscriber. I hope everyone who is seeking refunds gets them. Most credit cards should be helpful. I was successful in getting the balance due to me from the severe delay that OuiPlease had last year (or the year before??) on remaining boxes in a pre-paid annual through my Citibank card. The only other time I’ve been “taken” was by Little Lace Box that shut down back in 2016 or 2017, it was very popular, organized by a father-daughter team. When they came out with a mini version, I prepaid for 6 months and only received one box before they shut down. They claimed they were going to send refunds out to everyone and by the time I realized it wasn’t forthcoming, my card company at the time declined to refund. As others have stated, always pay with PayPal whenever available because they usually have your back.

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Stacey

Has anyone actually received their spring box?

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ellen

I have not. Haven’t received my march 2022 market order either.

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Bella

I wish I knew about this sooner! Signed up in March and had yet to receive the box (a gift for a family member!) so started doing some digging and found out about all of this, ugh. Anyone subscribe for the annual membership but with a seasonal charge plan? Want to make sure I won’t be getting charged for each month’s box that obviously won’t be coming.

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Lauren Y

Call your bank so you can get a chargeback. Tell them that the business closed with warning and you can get your money back.

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Jessica H

When I signed up I paid for the yearly subscription and was charged all at once, not per box. I called and talked to my CC company today and have to submit a dispute letter by mail.

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Bo

It may not be too late to dispute, worth giving it a try!! AMEX refunded me, you just gotta let them know what the goods were and when you expected they would ship them by.

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Trish63

I paid for an annual sub in November 2021 using PayPal. I contacted PayPal and they filed a claim, gave Alltrue 20 days to respond and on day 21, I got a response from PayPal that my claim was successful and the charge was refunded to my account.

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kassie

ok, so I contacted Paypal first, it was over 180 days so no luck. Then I opened a dispute with my bank and told them I bought an annual subscription but only have received 2 of the 4 boxes of my annual sub and now they are out of business. They denied my claim saying that the transaction was authorized and to contact the company… now what? Any advice?

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Mandi

Did you call your bank and paypal or just do it online? Calling seems to work better and make sure they know it’s a quarterly sub. I would be so mad if Paypal gave a bunch of other people their money and not me, maybe just yell? lol

If it doesn’t work and you’re in the US file an online complaint with the Consumer Financial Protection Bureau (CFPB) and it might help. A bank higher up will have to look into it.

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Kassie

Yes, I did call both. Paypal didn’t budge due to the 180 day policy. Both reps at the bank were sympathetic but I had to send in a letter of dispute. I wrote as much detail as I could, but then received a generic denial letter stating the payment was authorized. I called again to argue and the rep suggested to fight the denial with another letter or fax. If that doesn’t work I’ll try to contact the CFPB. Thanks for your help

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Katie

I just found out about this TODAY (May 23). I just paid for an annual subscription that started with the spring box, so I am out all 4 boxes! I paid using Discover. Any advice???

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Heather

Call Discover’s fraud directly and let them know what is going on. I contacted AMEX yesterday and they have already refunded two of my three disputed claims (the annual subscription fee that I paid last fall, and one of the two market orders I made in March.)

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Christine

For those who liked CauseBox, I encourage you to continue seeking out fair trade items. There are many local businesses that specialize in fair trade where artisans from developing countries are paid a fair wage for their work. Some fair trade shops are under the Ten Thousand Villages name, and are usually in downtown areas of towns. I volunteer at a locally-run one and we have selections that are just as good as CauseBox.

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Lauren

Has anyone had to deal with bank of America about this?

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botsy

I paid through credit card from bank of america, I just heard back today that my claim was denied (I only asked for half the amount I paid) due to it being beyond the 180 day window and that they didn’t have enough info. I had renewed (early) my annual subscription in late January so by the time I filed a claim (directly by calling customer service) in early may it was past the window. I’m so annoyed. Alltrue of course is not responding to any messages. I’m starting a new claim form via CFPB as someone in the comments mentioned. Figured it couldn’t hurt.

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Karen

I’m on the line with them now. Not looking good. I’m

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Lauren

Yeah they did not help me at all 🙁

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Deb

For all those trying to get refunds, rather through the bank, credit card company, or Paypal: The key thing to say to them is that you never received product that you paid for. Talk to someone in person, don’t fill out an online claim form. You may need to explain to someone how a subscription service works.

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Jana

I just tried talking to PayPal. Since I did an annual subscription back in October they would not even open an dispute.

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Heather

Did your PayPal charge that payment to a credit card? If so, contact your credit card company’s fraud department directly. AMEX has been amazing (nite: my charges did go directly to AMEX, not through PayPal) and has already refunded two of my three disputed claims (my annual subscription fee from last fall and two of three market orders I placed in March.). Let them know that you paid for items never received and that the company is now out of business. I don’t know if a bank will be as likely to do this as a credit card company, but it would be worth trying to contact their fraud department if your PayPal went directly to your bank account.

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Mandi

Also, if it still doesn’t work with the bank you can fill out an online form with CFPB (Consumer Financial Protection Bureau) in the U.S. and a bank higher up will look into it asap. I’ve heard most people get things sorted out right away.

It’s terrible that Alltrue isn’t refunding everyone themselves, are there any employees left to handle closing up the business?

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Mandi

Mandie: What are the options? Maybe an “overcharged” option can work if you mention the number of boxes you got and the amount you won’t receive? Or “not received” and you can let them know Alltrue closed down/aren’t responding and are refusing to give you your money back for unsent boxes.

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Mandie

I was trying to fill out the information and am not sure what to select. None of the options seem to fit the situation.

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Carol

Thank you Kai and commenters!! I had logged in today and couldn’t even send them a message through “contact”. Shipments from March still say they are shipped but showing as “shipping information received” in some swiss shipment company’s website. No response from AllTrue since an autresponder April 19th to my April 14th inquiry. I had no trouble with both credit card companies today to dispute my annual payment in February or the market order I placed mid-March. Look at all the pressure they put on in March to upsell their customers! Then ghosted. WOW! Talk about unethical.

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CT

Totally agree! Can’t believe how even a few weeks ago they were promoting on Instagram then they ghost subscribers and run off with the money. Shameful.

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