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Reviews Birchbox.com

Birchbox.com Reviews (41)

Review: I saw an advertisement for a woman's higher-end retail website Birchbox. In this advertisement, Birchbox claims that it will send the customer a box full of mystery samples for a $10 monthly subscription. After reading into Birchbox, I decided to subscribe. I received my first box, and included was three bags of tea, a sample sized nail polish, a sample hair spray (not in English), and a moisturizer (not in English). I am positive this company is doing something illegal because their products say "sample size not for sale" and "not for individual sale." I am highly offended because I did NOT receive what was advertised, yet the company received my money.Desired Settlement: I would like my money returned to me, and I would like this company to stop advertising an incorrect and horribly misrepresented product.

Business

Response:

Lauren purchased our monthly rebillable subscription on November [redacted]. As we specify on our FAQ page:

"Every month, you'll receive a box filled with 4-5 beauty, grooming, and lifestyle samples from both up-and-coming and well known brands. Each delivery will include a mix of categories."

In Lauren's first box, we included samples of the following:

- Harvey Prince Hello - 50 ml

- Embryolisse Lait-Crème Concentré (24-Hour Miracle Cream) - 75 ml

- Number 4™ Non-Aerosol Hairspray

- Ahmad Teas Assorted Teas

- Color Club® Cocktail Hour Collection

Each multi-use sample is intended to provide our customers with the ability to discover new products and brands. If at any time, a sample is missing from the box, we are more than happy to replace it.

Lauren contacted us via phone on December [redacted] to express her concern with the samples that she received. One of our specialists ([redacted]), cancelled her subscription for her on behalf of her disappointment.

As per her request and as a one time courtesy, we have also issued a refund for the $10.00 subscription purchase.

We apologize for any confusion she experienced in regards to the subscription she purchased. We aim to provide our customers with a discovery experience encompassing many different brands and products both from the United States and Internationally. Please also know that we would never offer a product that was not approved for sale.

Best,

I have been trying for months to cancel my subscription. They indicated online all you need to do is go to Manage Account and click cancel. Well, that option doesn't appear for me. They keep charging me and keep sending me the boxes. I finally, today, decided to call them and you can't. They tell you to use their website to schedule a call back or chat. They require you to choose a reason and go through their Knowledge Base. Canceling a subscription is not an available option. At the bottom of the screen in tiny letters is the options to schedule a call. When doing so, it only gave me 3 times of day, 9a-12p, 12p-3p, or 3p-6p, EST. Not even a day that it will happen. All I want is to cancel my subscription!

Samples in the monthly box are small and stingy. Full sized products that I have purchased are more often than not damaged or past expiration...I have literally received items in crushed boxes with thick layers of grey dust covering them. It's impossible to speak to anyone over the phone. Instead you have to deal w/smarmy email consultants with canned responses. I am canceling!

I have been a customer of Ipsy and Birchbox. Ipsy has great customer service however I canceled and switched to Birchbox and it has products that are so much better. I am beyond obsessed with their site and their products. Great company!

Review: This is in regards to order #[redacted] placed on the [redacted] and I used the promo code [redacted] for the Skullcandy earphones (Bombshell Floral/Burgandy/Rose Gold) available in their bonus shop section with any $60 full sized purchase. I received an email yesterday saying that the product is out of stock so I will not be receiving it. When I placed the order, it was still in stock. I checked their website a a day later and the promo was still in stock. I double checked the next day and the item was still in the bonus shop. Now I received the email stating they're out of stock and there was no apology at all. Just that I won't be charged for it. Of course I won't be charged for it as it's a gift with purchase. I got this email 10 days after I placed the order and in the exact same day that this package was delivered to me without the earphones. They waited 10 days and way beyond the time my package shipped out to tell me this. The earphones were removed from their bonus shop over to their "Gadgets & Tech Accessories" section where you can purchase them at full price at $49.99 but yet they are saying it's out of stock when I'm requesting they send me my gift with purchase. No it is not out of stock. I was able to add both of the earphones in my cart and attempted to check out and I went all the way up to my payment option just to see if this item can be ordered. It can be. Basically, this is a bait and switch promo and although I did email them and received a response, it was unsatisfactory. They are still saying this item is out of stock and are standing behind that. As I'm typing this, I'm also checking to see if the earphones are still in the shop and in stock. They are.Desired Settlement: My desired outcome is for them to send me my earphones for the promo I originally used.

Consumer

Response:

At this time, I have not been contacted by Birchbox.com regarding complaint ID [redacted].

Sincerely,

Business

Response:

12/**/2014 On July [redacted], we received an email from [redacted] advising that she had received a notification from us that the promotion she had used on her order ([redacted]) was no longer available. This promotion was for a free gift with purchase and was only valid as long as supplies lasted. [redacted] was unhappy that this was not shipped as it was out of stock. [redacted] responded to [redacted]’s email on July [redacted]. She advised that the headphones reserved for that promotion were completely out of stock. While we did have the full size version available for purchase on our website, the free gift with purchase promotion was out of stock at that time. [redacted] added a $10 credit to [redacted]’s account as an apology for the inconvenience. [redacted] then wrote back to advise that the headphones were still showing as available on our website. Unfortunately, we are not able to send a full size product in place of a gift with purchase as [redacted] noted in her reply to [redacted] on July [redacted]. [redacted] was not satisfied with this response and insisted that [redacted] was lying to her. [redacted] wrote back to [redacted] on July [redacted] advising that: “I can also confirm that the full-size earphones are the same that we offered with this gift with purchase. However, to clarify, we were allotted a specific amount of stock of these earphones to give out as gifts with purchase, and that stock existed separately from the stock in our full-size shop. Unfortunately, the gift with purchase stock has now been exhausted, and we are unable to send out the earphones that are part of our full-size shop stock. I sincerely apologize for the confusion here!” [redacted] offered to send any other two products from our Bonus Shop to replace the out-of-stock headphones. This solution was offered in addition to the $10 credit that had already been added to [redacted]’s account. [redacted] requested that we ship her two of our Ace Bonus Packs. We shipped both Packs on July [redacted]. [redacted] also added an additional 100 Points to [redacted]’s account. It looks like our [redacted] resolved this issue on July [redacted]. We shipped [redacted] the two Ace Packs and added $20.00 of credit to her account on behalf of the out of stock gift with purchase.

Review: On November [redacted], 2013, I was attempting to place an order on the Birchbox website using a promotional code link provided for holiday shopping. The code was 50SHOPPINGSPREE which allowed customers to apply a $50.00 credit to their cart of item(s), regardless of the monetary amount of the order placed.

I successfully entered the code 50SHOPPINGSPREE to my cart and the discount was properly displayed and applied to my total. When I proceeded to check out by clicking the 'check out' button on the same webpage, the discount was no longer applied on the following page. Note that less than a few seconds had passed after the code was entered, applied, and displayed before clicking the check out button. I repeated this process a few more times hopeful that it was a one-time technological issue on their end, unfortunately to no avail.

I then promptly wrote their customer service area on 11/** to inquire what happened. They responded that this offer was only valid for a set amount of uses and has already been fully redeemed. Note that these terms and conditions were not listed on their site during the first day of the promotion when this incident occurred. Additionally, I have taken screenshots of their site during this promotion to prove that nothing of this nature (terms or conditions) was outlined.

A second response was sent on my end stating that the promotional link made no mention of it being for a set amount of users (I attached my screenshot). I then made the point that I was indeed one of those set users as I had successfully applied the code as the discount was noted in my cart, and that the problem occurred when finalizing the payment where the discount vanished.

Birchbox then replies stating that codes left in the cart for too long may no longer by valid if others claim the code before the order is submitted, and it appeared that this is what happened in my case. Once again, these terms were not outlined anywhere on their site after clicking the promotional link, or during the checkout process.

I then respond with the following:

"Do you have quantitative evidence that this is indeed what occurred, or is this pure speculation? How does one ‘claim’ the code? I applied the code to my cart, the discount was then displayed. Isn't this me ‘claiming’ my code? If not, the fault and deception of what was actually occurring with my order lies with Birchbox. As I mentioned, this promotion did not mention that it was limited to a select amount of users, that I was being timed on my checkout after the code was successfully applied, or that despite my code being applied that it could still be taken by another user in the interim milliseconds it took for me to click the checkout button. Please reference my screenshot from your own website to view exactly what customers saw. There was a clear problem with communication on your end surrounding the terms and conditions of the promotion and/or a technological issue on your end that caused all of these logistical issues. Please stop placing the blame on the customer for not executing the order properly or promptly enough. The bottom line is the code was successfully applied/displayed and subsequently removed after arriving to the checkout screen seconds later."

This is met with the same reply I received earlier, providing no explanation or admission that the terms and conditions were not present on their site during the first day of this promotion.

I respond a third time asking them:

"At what point is the code ‘used’ on your end ?

1)At the time it’s applied to the cart (which I did successfully), or;

2)After the purchase is made? "

Birchbox responds with the following:

This promotion is considered 'used' once the order has been placed. Unfortunately since your order wasn't placed before the promotion was expired, your promotion code was no longer active.

As I've mentioned several times above, these terms and conditions were not mentioned and I provided a screenshot to them as proof of this oversight. Which is what led me to the Revdex.com.

After this incident, they continued to offer a similar deal throughout the week, and have since added language to the site surrounding the terms and conditions. However, these terms and conditions were not present during the first day of the promotion. I'm happy to provide the same screenshots I submitted to Birchbox earlier in the week.Desired Settlement: I would like the promotional code ($50 off) that I properly obtained and successfully applied to my merchandise to be honored. I have spoken with other customers of Birchbox who encountered the exact same problem, and have since been provided with the full discount and an apology for the issue and lack of clarity. I can also provide proof of this (emails and screenshots from a friend).

After this incident, they continued to offer a similar deal throughout the week, and have since added language to the site surrounding the terms and conditions. However, these terms and conditions were not present during the first day of the promotion. I'm happy to provide the same screenshots I submitted to Birchbox earlier in the week.

Business

Response:

The promotional code 50SHOPPINGSPREE was a Pre-Thanksgiving promotion valid for a few lucky customers to receive $50 off their order total. As this was a very generous promotion, many customers applied this promotion to their cart at the time that it was launched, and so it was used up very quickly.

[redacted] is contesting that he was not able to use the promotional code and that there were no terms and conditions of the promotion posted. This is false. The screenshot that he is providing of the promotion is actually one of our Holiday Shop's "Gift Wrap" category, as you can see other product images for Sugar Paper and Rifle Paper Co. brand products ([redacted]). The promotional offer image reading "Holiday Perk: Take $50 Off Any Order" is displayed, but one must click through the link to view the code needed to redeem the $50, where terms and conditions are stated as well. The page reads as follows:

"Use code 50DOLLARSFREE to get $50 off your Shop order (no minimum purchase required!). But hurry, only the first few lucky customers to find this code and complete their order with the code applied will able to redeem it! Codes left in the cart too long may no longer be valid if others claim the code before the order is submitted. Limited supplies available. Not valid on subscription orders. Be sure to check back every day through Thursday, November **, as we reveal more special deals."

[redacted] did not read the fine print, which caused the unfortunate frustration on his part. But, he did indeed click through to this page, as he would not have known the promotional code was "50DOLLARSFREE" otherwise. We do have an in-house lawyer who approved the copy before it was put on the site, in order to avoid situations like this. I am quite sorry that [redacted] did not place his order in time, however, we are unable to honor retroactive applications of the $50 promotion.

Best,

Consumer

Response:

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]

As I mentioned in my initial complaint, I have additional screenshots outside of the first one I originally provided.

The exact same situation that occurred during my experience happened to another subscriber in my household whom called Birchbox regarding the issue shortly thereafter. The representative ([redacted]) was able to retroactively honor the code, and place the order for this person over the phone with the discount applied despite having the same problem I did with the code not being applied a few seconds later at checkout.

I specifically mentioned this instance in my original response as well, and even included the representative's name ([redacted]). I was not provided with the same treatment, however, which is what led to my complaint. I know Birchbox is a small company, so it should be easy to track down this employee ([redacted]) and how/why they handled the situation differently for some customers, but not others.

The statement from Birchbox 'I am quite sorry that [redacted] did not place his order in time, however, we are unable to honor retroactive applications of the $50 promotion' is simply false as evidenced by my example above. I'm happy to provide more details if necessary (order number, account number, etc.) to prove this statement from Birchbox is false, and that they WERE indeed able to retroactively applied the discount to some customers that had complained. Please explain how my situation is/was any different? Is it because I didn't call and scream loud enough, but rather took to email in order to speak in a professional manner? Is it the amount of money we each spend?

Clearly Birchbox was scrambling and exercising extreme damage control on the first day of the promotion. My problem is that certain customers received preferential treatment to make up for the oversight, whereas others did not. Birchbox needs to stop blaming their customers for their own incompetence and provide equal and consistent customer support across the board when resolving issues of a similar (in this case, exact) same nature.

The proof of the pudding is that Birchbox is not accredited by the Revdex.com and currently holds a C- rating. I'm not satisfied with this response, please investigate with your representative [redacted] as to why certain customers were able to receive the discount retroactively, and others were not?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] assisted [redacted] on November [redacted]. [redacted] placed 2 orders on this date and attempted to use the promotional code (50SHOPPINGSPREE). The 50SHOPPINGSPREE promotion was available for 10 uses only on November [redacted] on a first come first serve basis.

[redacted]'s order #[redacted]was one of those which fell within the limited 10 use restrictions. [redacted] called, and [redacted] was able to confirm that her account was listed as one of the first 10 accounts to use this promotion. This was why [redacted] was able to receive the $50.00 discount. However, Bryan's account was not listed as one of the first 10 accounts to use the promotion on an order which is why we are not able to honor this promotion.

Consumer

Response:

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]

So let's back track a bit. Birchbox went from vehemently denying that they retroactively applied discounts for anyone who experienced this problem, and are now admitting that they in fact performed this very function. We’ve been going back and forth for months and this is the first time Birchbox has acknowledged what occurred – note that it required both a receipt and a copy of the email from their employee for this to occur. Both items they could have easily obtained internally, instead they chose to deflect me as long as they could until hard evidence was provided. Now they are approaching me with a completely different explanation.

This is one of the many reasons why I continue to reject the business’ responses. The inconsistency of their explanations and the overall poor customer service is appalling.

As I mentioned, we live in the same household. I heard the conversation and [redacted] stated that she was making an exception for her case. As I was on another call, I promptly emailed Birchbox to address my concern as I experienced the same issue.

How was [redacted]’s case any different than mine? Easy answer – it wasn’t. Birchbox is trying to cloak their technological mishap and inconsistent customer support with a body of lies and excuses. She experienced the exact same issue as I did. To recap - We both successfully entered the code 50SHOPPINGSPREE to our carts and the discount was properly displayed and applied to our totals. When we proceeded to check out by clicking the 'check out' button on the same webpage, the discount was no longer applied on the following page. Note that less than a few seconds had passed after the code was entered, applied, and displayed before clicking the check out button. Neither of us made the purchase.

It’s extremely critical to note that when I initially opened my complaint I had asked Birchbox specifically; "At what point is the code ‘used’ on your end? 1) At the time it’s applied to the cart (which I did successfully), or; 2) After the purchase is made? "

Birchbox then responded with the following, and I quote; “This promotion is considered 'used' once the order has been placed. Unfortunately since your order wasn't placed before the promotion was expired, your promotion code was no longer active.”

[redacted] didn’t actually make the purchase, so how could she have been one of the 10 accounts since you previously have stated within this

complaint that the code wasn’t marked as ‘used’ until the user successfully checked out and made the purchase.

If [redacted] was one of the first 10 that fell under the limited 10 use restrictions, then why was this not the case with my attempt as the exact same issue occurred? We both applied the code, which displayed the discount. When we went to check out, the discount was no longer applied to the grand total. Again, neither of us made the purchase.

Once again, inconsistent and contradicting responses from Birchbox have been evidenced throughout the lifecycle of this complaint.

The chain of events, your employees archived email response, the receipt, and your now documented, inconsistent responses tell the story.

Do the right thing.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My daughter who is a minor signed a yearly subscription to birchbox for $120.00. We found out and wanted to cancel & get a full refund. They state you can get a full refund if you cancel in the first 30 days By calling their number ###-###-#### or live chat on their website. The phone number has a recording saying they are busy and hangs up (you can't even leave a message. Their is no live chat on their website. We tried to leave them an email request to cancel 10 days after signing up with no response. This organization is a scam. We would like a full refund and we do not want them pulling the annual $120.00 every year. She is a minor & their policy state a full refund in the first 30 days but they have no way for us to contact them.Desired Settlement: Full $110 refund. Take her off the automatically renewing yearly membership, contact us asap & let us know this has been done.

Thanks

Business

Response:

We will be more than happy to cancel this order and refund [redacted], but we do not have the credentials necessary to pull up this account. Has [redacted] written into us? We will need the email address associated with the account in order to proceed, but we are happy to do so. We are currently not available via phone due to high outreach, but we can be reached at [redacted]. Is it ok if we have a supervisor contact [redacted] at the phone number provided?

Review: Birchbox charged our checking account $50 that we never advised. We have never heard of Birchbox until this event. When we finally spoke with someone on there "chat" forum, Nathaniel was his name, he stated he would close our account. We never had an account. When we asked the address where the product was being shipped, he would not give it to us. We just want our $50 credited back to our account.Desired Settlement: Credit our checking account $50

Business

Response:

This appears to be fraudulent activity on the cardholder's card. We have closed down the account used to place the order, but we are not able to provide further information about the order as that is prohibited by law. We kindly recommend contacting the issuing bank to report the fraudulent activity.

Consumer

Response:

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,

Review: I made multiple orders on Birchbox.com (full size products and not their monthly subscription). They have charged my credit card (total of 1420.8 dollars) and have never received my order. It has been more than two weeks since the purchase date. Today I checked my account and on the status it said that it is fraud (I have no idea what they mean with this since they have charged my credit card on the full amount). They never sent any emails letting me know if there is problem with my orders or reach out to me for clarification on anything. They haven't return the purchase amount to my credit card too. I tried to call them few times (###-###-####) but have never reached anyone that I can talk to (I wait on the average of 10 min before I hang up the phone). This is very not professional. They are supposed to charge the customer when they ship the items.Desired Settlement: If they are not going to send any of my orders, they should have refunded my money.

Consumer

Response:

I talked to [redacted], one of the [redacted] on Birchbox.com and he said that he has refunded all the charges back to my credit card. 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,

I'm honestly a little surprised with the negative reviews listed here. I ran into this page accidentally searching for their phone number, and after reading reviews I felt compelled to write a review of my own. Great customer service is a rarity these days. When doing business, the number one factor to me is customer service. I REFUSE to give my hard earned money to a poorly ran business. With that being said, Birchbox is TOP NOTCH! I receive great value for my money, their points system truly pays for the box and more. I have saved a load of money buying my beauty products through Birchbox (even clothing accessories, and candles.. My husband has a birchbox too!) I've been with birchbox for a few years now and have never, not one single time had a problem with their customer service. The employees go above and beyond to make feel special, and appreciated. I've had a billing issues, received a few broken items (this isn't their fault.. Why put the blame on birchbox for something the postal service is to blame for?) among a few other things over the course of a few years. Birchbox have always went beyond to rectify my situation. They're quick with response, and always follow through. My husband and I will remain customers of Birchbox for life! THANK YOU Birchbox for providing good, and services that are few and far between with the majority of businesses.

Kayla W. Of Shelbyville, KY. This is a voluntary, and completely honest review!

Don't sign up for this service, they rarely deliver as advertised. Samples are often missing, broken, or "out of stock" and I have no recourse since I signed up for a yearly subscription. Customer service is unwilling to help if you have a yearly subscription since they already have your money.

Review: They robbed me, plain and simple. My girlfriend and I both signed up with them at the beginning of October and paid for our subscriptions. We were supposed to receive 2 boxes each however we only received 1 each and since we paid at signup we have been charged multiple times for the same order resulting in multiple overdraft fee as I only keep enough in my account to pay my bills. Both my girl friend and I have sent numerous emails with still no response after 1 week and had to cancel our subscriptions because they would not stop charging us. So now they have cost us over 10 additional dollars and we still have not received our products. They also have a false customer service line as I have literally called it 1000 times and its just an automated message with no option for additional contact.Desired Settlement: I want the rest of the products I purchased as well as a full refund of 30 dollars as they have cost me nearly half that in charge fees. Or I would like a refund of 50 dollars for the time and money they have cost me and products they did not deliver.

Business

Response:

[redacted] subscribed on October [redacted] under the email address he provided for this complaint. We charged [redacted] $20 when he subscribed for his first box. In reviewing [redacted]'s order, the promotion code for the 2 for 1 box deal was not included, which is why [redacted] did not receive 2 boxes. As stated in our FAQ, we automatically rebill on the [redacted] of every month for Birchbox Man. This billing is automatic and occurs if the subscription is not cancelled before the [redacted]. [redacted] did not cancel, so his account automatically rebilled. However, the attempted charges were declined due to insufficient funds, so we never received payment on October ** or **. Though a box was shipped for the first initial charge, we have refunded [redacted] and that should appear back on his account in 3-5 business days. Overdraft fees come from the bank, so we are not able to restore those fees as we did not extract them. If [redacted] could please pass along the email address associated with the women's subscription, we will be happy to take a look into that as well, but we cannot locate the women's subscription without an email address.

Review: I ordered a woman's monthly subscription from Birchbox, which cost $10.00 a month. I was charged for 2 months and I have never received anything from them. I contacted them and they said they sent replacement out and I never received it either. I cancelled my subscription and sent them email and have heard nothing back.Desired Settlement: They state online they do not give refunds, they just take your money and dont care one way or other if you get you stuff or not. I want my money back. I work hard for my money. I feel they scam people

Business

Response:

[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.

Review: I ordered two 3 month trial Man and Woman's gift boxes for my friend and her husband on November [redacted]. Birchbox states the following: "After the first shipment, monthly Birchboxes are on a magazine schedule — women's ship by the [redacted] day of each month and men's ship by the [redacted]." The first shipments have yet to arrive. My friends live on the East Coast; therefore, shipping should take no more than 3-4 business days according to Birchbox.

The above statement is a set up to what my real complaint is about. I contacted Birchbox on November 9th first via phone, but it was after their business hours. Therefore, I sent a message around 6PM CST. I have yet to receive any type of genuine response. On November [redacted] I called the customer service number, which gave me the option for going online to seek support, and then I was automatically discounted. After being disconnected, I went online as suggested for a live chat. When I got to the "live chat," I was sent an automatic message putting me on hold, and also giving me the option to send an email regarding my concern, which will be addressed in 24 hours. Several hours had passed since my first attempt to reach out and I have yet to actually talk to someone. This is terrible and I will not be doing business with this company again. By the way, my first purchase was $90. It may not be a lot to the company, but it is my hard earned money and I expect to be treated with better customer service. Thank you.Desired Settlement: I just want to be ensured that a transaction is being completed, and given an opportunity to use my points so we can cut ties.

Business

Response:

Birchbox gift subscriptions work differently from the rebillable subscriptions [redacted] referenced in his initial contact. When a customer purchases a gift subscription, the first box will ship on a date that the customer specifies. In this case, [redacted] selected 11/*/2015 as the date the first box would ship. Both the men's box he purchased and the women's box he purchased shipped on 11/* and are updating normally. Birchboxes must be ground shipped, so they can take up to 10 business days to arrive, as noted in our FAQ which states, "Please allow up to 10 business days for the package to be delivered once it has shipped." The men's box [redacted] ordered is listed as out for delivery today, and the women's box tracking is updating normally and should be delivered within the next few days. We apologize for the trouble in contacting us. While we have live chat available and a guaranteed 48 hour response time over email, we also have a phone scheduler available so customers can schedule a phone call with us. We will follow up with [redacted] via email to confirm the details of his gift.

Review: My bank account was charged $110 on September *, 2014, for a Birchbox yearly subscription auto-renewal. I am disputing this charge for many reasons, detailed below.

First, in the terms and conditions listed on the Birchbox website (located at [redacted]), it explicitly states that multi-month subscriptions, including the 12-month subscription, which I purchased in September of 2013, do NOT auto-renew. This quote is taken directly from the terms and conditions listed on the site: “For multiple month subscriptions (3, 6, & 12 months), your subscription will not be renewed after your then-current term expires.” My “then-current term” would have expired August **, 2014.

Contrarily, however, the Birchbox FAQ (frequently asked questions) section (located at: [redacted]) states that the yearly recurring subscription is automatically renewed at the end of every 12-month period, despite the terms and conditions, which state the opposite. Even by Birchbox policy, as described at the web address listed, Birchbox failed to fulfill its role in the auto-renewal process; in this FAQ section, it states: “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.” Accordingly, I should have received a reminder email prior to charges having been issued. I have combed through every email from Birchbox (of which there are hundreds), and I never received an email reminder prior to the charge on my bank account (to-date, I have never received this reminder email at all). Additionally, there is no 'Opt Out of Auto Renewal' link under 'Account Settings' as the FAQ states.

Finally, under Purchase Activity, in my Birchbox account, the charges do not even appear, though my bank account reflects a charge in the amount of $110; the only charge listed is the charge dated 9/**/2013, the original subscription which was never billed to me as an auto-renewal (per the terms and conditions).

For all of the reasons listed above, I do not feel Birchbox has the right to auto-renew my one-time subscription, as detailed in the terms and conditions, specified by Birchbox and agreed to by myself in September 2013, and I am disputing the charge of $110 for the auto-renewal that I do not want and did not agree to.Desired Settlement: I would like a prompt refund of the $110 charged to my account on September *, 2014, as well as a final cancellation of my Birchbox subscription (which should have happened at the end of my subscription anyway).

Business

Response:

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.

Review: I switched from a monthly to a yearly subscription in September (2015). In October I received 2 boxes and was charged the monthly fee indicating that I was receiving both the monthly and a yearly subscription (having already paid the 1 time yearly fee). I contacted Birchbox to ask that my monthly subscription be discontinued (on 10/*/15) and they assured my it was taken care of and refunded me for the charge. In November I once again received and was charged for a second box. I contacted Birchbox and this time asked for any and all subscriptions to be cancelled. They promised to do so and refunded me my remaining yearly subscription fee as well as the monthly fee. In December I received and was charged for a 3rd unwanted box. I reached out to the company through their [redacted] page in hopes of a faster response, once again asking that any remaining subscriptions associated with my credit card be cancelled and that my card number be removed from their system. This was supposedly done and I was once again refunded. It is now January and I have come home to yet another Birchbox monthly subscription box. I have checked my credit card and have again been charged $10 without authorization. I have just contacted the company to again request the subscription be cancelled and my credit card number removed.

I can understand a mix up once or twice, but this is now 4 months in a row that I have been charged $10 unexpectedly and received makeup that I did not want to receive. I am getting tired of repeatedly having to ask for a subscription that doesn't even appear on my account to be cancelled. If my credit card is being charged there ought to be some paper trail on their end that they can follow to ensure that this does not happen again.Desired Settlement: Please ensure that you cancel this mysterious subscription and remove my credit card from the repeat billing. I would appreciate more than a scripted email response to confirm that this has been addressed.

Business

Response:

We responded to [redacted] via [redacted] today and discovered that she had purchased a subscription under another email address that was not previously provided. As we were unaware of the duplicate subscription, we were not able to cancel it. However, once we located it we were able to cancel it and she will not be billed again.

Consumer

Response:

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. I have been contacted and the matter had been addressed.

Sincerely,

Review: I placed Order #[redacted] back on May *, 2014 under the condition that I would receive a Kate Spade mirror necklace. I was told that I would get the necklace four weeks after I placed the order. I contacted the birchbox customer service info and [redacted] replied with this message on June [redacted]: Hi [redacted],

Thanks for writing in! So sorry for the confusion!

Please note that your Kate Spade Saturday Necklace will be shipping to you separately from your May box. It will ship to you approximately 4 weeks after you placed your subscription order.

Let me know if there is anything else I can help you with! [redacted] My box was ordered on May [redacted]. It was almost a month after I contacted her (four weeks). I contacted her for more information because her response was vague. On June [redacted] I got another reply that states: Hi [redacted],

Thanks for being in touch!

I see that the order for your Kate Spade Saturday necklace was placed last week and will be shipping out shortly. You should have your necklace within the next few days.

Have a great day! [redacted] Again, this message is very vague. I sent another message and got a reply on June [redacted] and she said Hi there,

Thanks for writing in!

I'm so sorry for the delay in receiving your Kate Spade Saturday necklace. I have just reached out to our warehouse about this issue and will be updating you shortly. I highly appreciate your patience during this time.

Best, [redacted] I told her that I planned to give this a gift and I need more time. This is a time senstive issue and I want another answer. I have sent a private message to their [redacted] team with no response and another response to [redacted] with no reply. I'm so sick and tired of the issues with their warehouse and getting my stuff late. I just want a real, direct answer from someone from Birchbox.Desired Settlement: I get the necklace as advertised. Also stop being vague with your customers. We hate that.

Consumer

Response:

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,

Review: Did not receive product. Contacted this business via email about 5-6 times. There is no option to phone this company. Customer service was awful. Finally cancelled my subscription and demanded a refund, never got adequate proof that a refund had been processed, it's been 2 weeks and still have not been refunded. What an awful company.Desired Settlement: I was promised a $25 refund. Who knows why, because I only spent $20. I just want the money back that I spent, which was $20.

Business

Response:

[redacted] subscribed to receive the November box. While the box was a bit delayed by the post office, the box was shipped and marked delivered. The December box was also shipped and marked delivered. [redacted] reached out on December ** to tell us she had not received her box, and we sent a replacement. That replacement was shipped and marked delivered. Three boxes were shipped and marked delivered, and [redacted] paid for two. We have also refunded her in the amount of $20 for the November and December boxes. We apologize that a specialist misspoke when responding to [redacted], but rest assured, she has been refunded.

I have contacted customer service twice, not for anything their fault really. The first time I opened one of my samples and it was empty. They sent me that sample and it arrived within a few days. The second time my box got stuck in shipment. With no hesitation, they shipped me a new box! Great customer service and very easy to work with!

I ordered a birchbox using the promo code to get a free beautyblender while I have all of my screenshots they refuse to send one altho the email said as long as I ordered by may [redacted] I would receive one. They went on to say it was because it was not my first box when I disproved that because it said resubsribe they moved onto because it was not my first may box also something the email did not say anything about.

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Description: BEAUTY SUPPLIES & EQUIPMENT

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