[redacted] purchased a "Men's Yearly Rebillable Subscription" on January [redacted], 2014. Per our FAQ, "Yearly Rebillable Subscriptions may only be cancelled within the first month. However, yearly subscribers will have the option to opt out of auto-renewal to ensure the subscription is canceled...
upon completion. This option will becomes available within Account Settings during the final month."If the customer does not opt out of the automatic renewal, the charge is processed automatically on their card. I see that [redacted] contacted our Discovery Specialist service with her concerns on January [redacted]. Jenieze replied to her email on Monday, January [redacted] advising that the subscription had been canceled and the full amount of $195.00 had been refunded to her card.
Their shipping and customer service are terrible. I've had several boxes lost in the mail because their tracking numbers don't work. Customer service is very rude and has no interest in working with people for solutions. They will continue to charge for boxes that don't arrive. I cancelled after 3 months and receiving 2 boxes. I agree with the other reviewer that once they have your money they don't care what happens.
[redacted] subscribed on December [redacted] and reserved the December box. As listed on our FAQ, when you first subscribe, your box takes up to ten business days to process and ship. [redacted]'s original box shipped and is listed as out for delivery at her shipping address. [redacted] then reached out to us to let...
us know her box did not arrive. We reshipped another box to her free of charge and it is also listed as out for delivery today. Additionally, 50 points, a $5 credit, were added to [redacted]'s account, and she used them on a full size order. [redacted] also earned Birchbox points for reviewing the products she received, and she also received Birchbox points for sharing her box on social media. We shipped 2 boxes to her, added a $5 credit to her account, and she also reviewed her box and shared it on social media for additional Birchbox points. [redacted] should receive her replacement box today.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
No resolution provided.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] reached out to us because he had fraudulent activity on his card. Birchbox takes customer security very seriously, and we do our best to respect the privacy of our users. Unfortunately, we are not able to give out further information about the contents of the order or the user who placed it without a court order. We will be more than happy to cooperate with law enforcement and/or [redacted]'s bank if need be.
While we do send spoiler emails and display sneak peek videos on our website, we also state in our FAQ and in our videos that the items depicted are only some of the samples that we are sending in the boxes that month. We create sometimes up to 50 different box types each month, and the boxes vary...
based on a user's Beauty Profile. For this reason, a subscriber doesn't always receive the exact samples depicted in the spoiler materials. This subscriber's box was shipped and marked delivered. Rest assured, we issued a refund for this box despite the fact that it was received.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Label has been print and personally handed to the mailman for the building. I do not want to close this case until the credit has been applied to my account. Also, this issue took way longer than it should have, since I had made several attempts to contact the merchant as soon as I notice the charge on March [redacted]. In addition the customer service I received was unacceptable by quiet a few DISCOVERY SPECIALIST from the company ( Roberto, Carissa, Colleen and Meredith). Several times I asked for a manager to give me a call, and TODAY is the first time I that was actually fulfilled.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I did receive a refund from my bank and they are debating the charges with birchbox. This message says the customer data is secure on their site because they have security certificates but that is not true because customer data is not secure on their site. My account was hacked and I have heard of multiple other cases where peoples accounts were hacked on birchbox. They need to do something to keep peoples accounts safer. This was a big hassle and a violation of trust.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer's original order is showing delivered on 8/** via [redacted]. This was delivered within business SLA of 5-10 business days from order date. 2 additional replacement orders have now been sent out to customer via expedited [redacted] and will be received free of...
charge. First replacement order was shipped under [redacted] Ground which is considered expedited shipping. $25 in store credit was added to account on 8/**, the day the first reship order went out. CS agent has reshipped an additional time free of charge as well, again under [redacted]. Customer has been compensated for any delays in kind via store credit and free order replacements.
Both the weight of the package and our records indicate that the product was in fact included in the shipment mentioned in the previous correspondence. We take the necessary steps to ensure that everything arrives in perfect condition. We notified [redacted] in March that if she continued to purchase through our site, we would not reship or refund her if she was dissatisfied. Our records indicate that we have successfully shipped many orders to [redacted], and while we did reship products at the start, we are no longer able to continue reshipping products that we can confirm have already been delivered to her. We will not be refunding this order.
As listed on our site, the first box takes ten business days to process and ship once the order has placed. The box has not yet shipped because it has not been 10 business days from the original order date. Furthermore, a Discovery Specialist did reship the November box to this customer, so she will...
receive two boxes despite the fact that she paid for one. Regardless, we understand she would like her money back so we have issued a full refund, and she will receive the two boxes free of charge.
[redacted] purchased our monthly rebillable subscription on March [redacted]. We then processed a March box which shipped on March [redacted] to the shipping address she entered on her order. However, the zip code she entered was not correct and USPS was not able to deliver this package.
[redacted]...
contacted us on April [redacted]regarding her missing box. She advised that her zip code had been entered incorrectly and we replied back to confirm her address. Once we received the confirmation, we sent her an email advising that we had placed a request to have her box reshipped. However, we were unable to fulfill this request. Because of this, we added a $10.00 credit to her account and set her up to receive her May box on us. The credit was added to her account on April ** and the box compensation was added on April [redacted].
[redacted] emailed us again today, April **, to advise that she had not received her March replacement box and that she would be contacting the Revdex.com as well. Moments ago, I see that we sent a reply to her email detailing the situation and requesting that she contact us back to confirm whether she would like a refund or alternative compensation. As soon as we hear back from her, we will be proceeding as requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I think there is no need to communicate with this online retailer. Their answer would not make me satisfied. I would always choose reject the response if the answer is "we can do nothing about it". And I will use the social media to share my experience with other potential customers. They will notice the poor service quality of this company!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We received an email from [redacted] on September [redacted], 2014 and Charity was able to provide a solution for her directly. While our monthly and yearly subscriptions are both automatically rebillable, our gift subscriptions are not. We state on our T&C that;
"For multiple month...
subscriptions (3, 6, & 12 months), your subscription will not be renewed after your then-current term expires."
This refers only to our gift subscriptions and not to our monthly or yearly rebillable subscriptions. We further detail our policies in our FAQ where we advise that;
"All annual subscriptions automatically renew at the end of every 12-month period so that you'll never miss a box (except gift subscriptions—see next question). We'll remind you via email when the auto-renew is about to happen. Yearly subscribers may choose to opt out of auto-renewal by clicking the 'Opt Out of Auto Renewal' link under 'Account Settings'. This link is available during the final month of your annual subscription."
That said, we understand the confusion caused by the wording in our T&C. We explained this to [redacted] and we've also passed along her feedback to our legal team for further review.
Finally, Charity canceled [redacted]'s subscription as she had requested and issued a full refund on behalf of the confusion.
We closely monitor the orders on our site, and as listed on our Terms and Conditions, we monitor quantities as well. This order was cancelled and refunded due to its nature, and we apologize for any trouble here. We appreciate the feedback, and apologize for any inconvenience. Rest assured, the order was refunded in full.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have not received a return label and I have asked several times- WITH NO RESPONSE as to where the label has been sent. I would like to speak with someone from Birchbox for direction.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I never received a refund. I double checked my account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have contacted this customer to let her know we will be replacing her box and adding an additional box for the month of August that she missed. We apologize that we were unavailable when she initially reached out, but a specialist has been in touch now, and is happy to reship anything that has...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I spoke with a Discovery Specialist (customer service rep) via phone and exchanged emails with a couple of their reps as well. They would not refund the $50 charge made to my debit card. Birchbox only provided 'canned' responses for this fraud case. Like many companies I have observed that employ a debit/credit fishing scam, they route the customer back-and-forth through different Discovery Specialist team members in the hope the customer will drop the issue. They were able to quickly locate the fraudulent account that was used to charge my debit card, but their legal department claimed they cannot provide any of the account information because they need to protect their customers. In other words, Birchbox needs to protect their fraudulent activities or the fraudulent activities of criminals that use their service in their best interest. In order to resolve this issue, I had to contact my bank and go through their dispute process.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] purchased a "Men's Yearly Rebillable Subscription" on January [redacted], 2014. Per our FAQ, "Yearly Rebillable Subscriptions may only be cancelled within the first month. However, yearly subscribers will have the option to opt out of auto-renewal to ensure the subscription is canceled...
upon completion. This option will becomes available within Account Settings during the final month."If the customer does not opt out of the automatic renewal, the charge is processed automatically on their card. I see that [redacted] contacted our Discovery Specialist service with her concerns on January [redacted]. Jenieze replied to her email on Monday, January [redacted] advising that the subscription had been canceled and the full amount of $195.00 had been refunded to her card.
Their shipping and customer service are terrible. I've had several boxes lost in the mail because their tracking numbers don't work. Customer service is very rude and has no interest in working with people for solutions. They will continue to charge for boxes that don't arrive. I cancelled after 3 months and receiving 2 boxes. I agree with the other reviewer that once they have your money they don't care what happens.
[redacted] subscribed on December [redacted] and reserved the December box. As listed on our FAQ, when you first subscribe, your box takes up to ten business days to process and ship. [redacted]'s original box shipped and is listed as out for delivery at her shipping address. [redacted] then reached out to us to let...
us know her box did not arrive. We reshipped another box to her free of charge and it is also listed as out for delivery today. Additionally, 50 points, a $5 credit, were added to [redacted]'s account, and she used them on a full size order. [redacted] also earned Birchbox points for reviewing the products she received, and she also received Birchbox points for sharing her box on social media. We shipped 2 boxes to her, added a $5 credit to her account, and she also reviewed her box and shared it on social media for additional Birchbox points. [redacted] should receive her replacement box today.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
No resolution provided.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] reached out to us because he had fraudulent activity on his card. Birchbox takes customer security very seriously, and we do our best to respect the privacy of our users. Unfortunately, we are not able to give out further information about the contents of the order or the user who placed it without a court order. We will be more than happy to cooperate with law enforcement and/or [redacted]'s bank if need be.
While we do send spoiler emails and display sneak peek videos on our website, we also state in our FAQ and in our videos that the items depicted are only some of the samples that we are sending in the boxes that month. We create sometimes up to 50 different box types each month, and the boxes vary...
based on a user's Beauty Profile. For this reason, a subscriber doesn't always receive the exact samples depicted in the spoiler materials. This subscriber's box was shipped and marked delivered. Rest assured, we issued a refund for this box despite the fact that it was received.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Label has been print and personally handed to the mailman for the building. I do not want to close this case until the credit has been applied to my account. Also, this issue took way longer than it should have, since I had made several attempts to contact the merchant as soon as I notice the charge on March [redacted]. In addition the customer service I received was unacceptable by quiet a few DISCOVERY SPECIALIST from the company ( Roberto, Carissa, Colleen and Meredith). Several times I asked for a manager to give me a call, and TODAY is the first time I that was actually fulfilled.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I did receive a refund from my bank and they are debating the charges with birchbox. This message says the customer data is secure on their site because they have security certificates but that is not true because customer data is not secure on their site. My account was hacked and I have heard of multiple other cases where peoples accounts were hacked on birchbox. They need to do something to keep peoples accounts safer. This was a big hassle and a violation of trust.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer's original order is showing delivered on 8/** via [redacted]. This was delivered within business SLA of 5-10 business days from order date. 2 additional replacement orders have now been sent out to customer via expedited [redacted] and will be received free of...
charge. First replacement order was shipped under [redacted] Ground which is considered expedited shipping. $25 in store credit was added to account on 8/**, the day the first reship order went out. CS agent has reshipped an additional time free of charge as well, again under [redacted]. Customer has been compensated for any delays in kind via store credit and free order replacements.
Both the weight of the package and our records indicate that the product was in fact included in the shipment mentioned in the previous correspondence. We take the necessary steps to ensure that everything arrives in perfect condition. We notified [redacted] in March that if she continued to purchase through our site, we would not reship or refund her if she was dissatisfied. Our records indicate that we have successfully shipped many orders to [redacted], and while we did reship products at the start, we are no longer able to continue reshipping products that we can confirm have already been delivered to her. We will not be refunding this order.
As listed on our site, the first box takes ten business days to process and ship once the order has placed. The box has not yet shipped because it has not been 10 business days from the original order date. Furthermore, a Discovery Specialist did reship the November box to this customer, so she will...
receive two boxes despite the fact that she paid for one. Regardless, we understand she would like her money back so we have issued a full refund, and she will receive the two boxes free of charge.
[redacted] purchased our monthly rebillable subscription on March [redacted]. We then processed a March box which shipped on March [redacted] to the shipping address she entered on her order. However, the zip code she entered was not correct and USPS was not able to deliver this package.
[redacted]...
contacted us on April [redacted]regarding her missing box. She advised that her zip code had been entered incorrectly and we replied back to confirm her address. Once we received the confirmation, we sent her an email advising that we had placed a request to have her box reshipped. However, we were unable to fulfill this request. Because of this, we added a $10.00 credit to her account and set her up to receive her May box on us. The credit was added to her account on April ** and the box compensation was added on April [redacted].
[redacted] emailed us again today, April **, to advise that she had not received her March replacement box and that she would be contacting the Revdex.com as well. Moments ago, I see that we sent a reply to her email detailing the situation and requesting that she contact us back to confirm whether she would like a refund or alternative compensation. As soon as we hear back from her, we will be proceeding as requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I think there is no need to communicate with this online retailer. Their answer would not make me satisfied. I would always choose reject the response if the answer is "we can do nothing about it". And I will use the social media to share my experience with other potential customers. They will notice the poor service quality of this company!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We received an email from [redacted] on September [redacted], 2014 and Charity was able to provide a solution for her directly. While our monthly and yearly subscriptions are both automatically rebillable, our gift subscriptions are not. We state on our T&C that;
"For multiple month...
subscriptions (3, 6, & 12 months), your subscription will not be renewed after your then-current term expires."
This refers only to our gift subscriptions and not to our monthly or yearly rebillable subscriptions. We further detail our policies in our FAQ where we advise that;
"All annual subscriptions automatically renew at the end of every 12-month period so that you'll never miss a box (except gift subscriptions—see next question). We'll remind you via email when the auto-renew is about to happen. Yearly subscribers may choose to opt out of auto-renewal by clicking the 'Opt Out of Auto Renewal' link under 'Account Settings'. This link is available during the final month of your annual subscription."
That said, we understand the confusion caused by the wording in our T&C. We explained this to [redacted] and we've also passed along her feedback to our legal team for further review.
Finally, Charity canceled [redacted]'s subscription as she had requested and issued a full refund on behalf of the confusion.
We closely monitor the orders on our site, and as listed on our Terms and Conditions, we monitor quantities as well. This order was cancelled and refunded due to its nature, and we apologize for any trouble here. We appreciate the feedback, and apologize for any inconvenience. Rest assured, the order was refunded in full.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have not received a return label and I have asked several times- WITH NO RESPONSE as to where the label has been sent. I would like to speak with someone from Birchbox for direction.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I never received a refund. I double checked my account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have contacted this customer to let her know we will be replacing her box and adding an additional box for the month of August that she missed. We apologize that we were unavailable when she initially reached out, but a specialist has been in touch now, and is happy to reship anything that has...
not arrived.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I spoke with a Discovery Specialist (customer service rep) via phone and exchanged emails with a couple of their reps as well. They would not refund the $50 charge made to my debit card. Birchbox only provided 'canned' responses for this fraud case. Like many companies I have observed that employ a debit/credit fishing scam, they route the customer back-and-forth through different Discovery Specialist team members in the hope the customer will drop the issue. They were able to quickly locate the fraudulent account that was used to charge my debit card, but their legal department claimed they cannot provide any of the account information because they need to protect their customers. In other words, Birchbox needs to protect their fraudulent activities or the fraudulent activities of criminals that use their service in their best interest. In order to resolve this issue, I had to contact my bank and go through their dispute process.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]