Business ProfileforOak & Hearth

In November 2022, BBB investigated Oak & Hearth’s business practices. This investigation was prompted by an increase in consumer complaints received by the BBB. Consumers allege the business auto enrolls consumers into a monthly subscription without clear notification and the business is hard to reach, in order to cancel the subscription for a refund.     

On November 18, 2022, BBB sent the company a Business Practice Inquiry through e-mail and to request the following information:
Where are all the places a consumer can sign up for a subscription with your company?
How and when are consumers notified that they have signed up for a subscription with your business?
Are consumers given a copy of an itemized receipt with the subscription charge showing after check out?
How can a consumer cancel the subscription for a refund?
What is the process your business follows to return phone calls and emails to consumers?

On November 23, 2022 the business responded to BBB's request by email stating they do not have an auto enrollment subscription and consumers can sign up at checkout or by contacting customer support by phone or email. The business stated consumers are notified of the subscription by the welcome email which includes details on how to use/access the catalog, cancel it, and the terms they agreed to at checkout. The business states every order confirmation shows line items and states the products and subscriptions that were purchased. The business states in order to cancel the subscription, consumers can call or email customer support and the customer support team usually returns phone calls and emails within 12 hours, on average. 

On November 28, 2022 BBB checked the business' website and no longer saw the item with the auto enrollment subscription. BBB emailed the business asking for contact information for consumers to use if they were enrolled or auto enrolled, and would like to cancel the subscription and ask for a possible refund.   

On November 29, 2022, BBB received confirmation from the business that the best way to reach them to cancel the subscription or ask questions about your subscription is at oakplus@oakandhearth.com and (855) 463-1783 Monday-Friday 9am-5pm PST for phone support.

On December 12, 2022 BBB emailed the business notifying them of a new item with an auto enrollment subscription on their website.  

As of December 16, 2022, the business has not responded to BBB's request.