Boxed

Review: My wife placed an order on Boxed.com at 8:47PM, Feb 8, 2016, order [redacted]. The order was mistakenly canceled by the seller an hour later due to the following reasons:

Duplicate accounts per user

Promotional abuse

Contemporaneous orders

My wife and I both have individual Boxed.com accounts, with only same address information. We bought two $200 Boxed voucher from Gilt City last November for $150, which can be redeemed in Boxed.com one per customer by the terms and conditions on the voucher. These vouchers have an expiration date on Feb 23, 2016. I have redeemed my voucher using my own Boxed.com account last week. Earlier last night I tried to place an order with my wife's voucher but it did not go through. So I asked my wife to place an order herself using her voucher. That's where the story started.

My wife contacted the customer service via email, which is the only way to reach them. She explained our situation and requested either to fulfill the order or to refund the amount we paid for the voucher. The email chain lasted several hours, during when my wife was working. The customer service lady [redacted] first asked us to delete all but one email account to place another order, then asked us to contact Gilt City to get a refund, then finally wanted to speak to us to "help us" solve the issue. This is an apparent mistake made by Boxed.com. Their Terms and Conditions does not limit that one household can have one account only. And neither the Gilt City Boxed voucher nor the Boxed.com terms and conditions says that $200 voucher is limited one per household. It is clearly printed one per person. It does not make sense that husband and wife in one family cannot place orders separately using different email accounts on one computer and the same delivery address.

To conclude, Boxed.com mistakenly canceled our order, which was redeemed with an expiring voucher issued by them. And the customer service did not take any attempt to solve this issue.Desired Settlement: One of the three options:

A. Complete and deliver the order we placed, #[redacted] and honor the remainder value in the Gilt City Boxed.com voucher, which should be $94.69, for at least 35 days after the expiration date, 2/23/2016.

B. Keep this order canceled, and offer us a new working voucher with $200 value, with at least 35 days longer expiration date than 2/23/2016.

C. A refund of $150 we paid for the Boxed voucher on Gilt City.

The 35 days time window is based on the Revdex.com timeline.

Business

Response:

Boxed has directly resolved the issue with the complainant. We have allowed the Mrs. [redacted] to place her order using the additional voucher and any bans on the account have been removed. We reached out to her directly and spoke to her husband over the phone to explain the situation and that we have been working on fixing it for her. She is now able to place an order. The reason that Mrs. [redacted] had difficulties using Boxed is because she purchased a voucher on Gilt City under 2 different accounts (one for her husband and one for herself). According to Boxed terms and conditions, customers can purchase 1 voucher per person (this is listed on the Gilt City Promotional page-[redacted]). Boxed only allows one account to be associated with one home address. When Mrs. [redacted] placed the 2nd order under her husband’s account , the account was flagged for multiple orders at the same address. In cases like these customers are allowed to get a full refund from Gilt City. Boxed did reach out to Gilt City in order to facilitate a refund on behalf of the customer. In the meantime, Mrs. [redacted] contacted Revdex.com. This issue has now been resolved and Mrs. [redacted] is allowed to place an order.Sent on: 2/22/2016 4:28:32 PM

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,