Curlbox Reviews (%countItem)
Curlbox Rating
Address: 840 Progress Center Ct Ste 400, Lawrenceville, Georgia, United States, 30043
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Subscription box from Curlbox and upon reviewing the products received, the ingredients do not match the same to the products on seller website
Upon reviewing products received from Curlbox, products is not consistent with the advertisement from the seller's website. The ingredients are not the same and products look to be tampered with. No seal on product. Contacted Curlbox and informed of concerns and issue. Was informed to contact seller directly, proceeded with contacting and providing photographs as evidence. Received no resolutions.
I am seeking a refund at this point because nothing is being resolved by both Curlbox and seller
We are subscription service that sends products as a "surprise" to clients in a effort that they will try products that they'd typically look over. When the box was advertised, customers had no idea what would be in the box outside of being able to guess the brand. At no point were any promises of products made to customer and at no point was there a promise that the products would be listed on the website. Brand choose to sample products for a host of reasons and they could try new ingredients out on a group willingly signing up to sample. We made no promise of ingredients to the customer, nor did the client.
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned before, despite the business practice as mentioned above on how subscriptions are supplied to consumers as myself, advertising of a product should be consistent as well. If a business is working with a company and willing to sell their products whether it be subscription based or a "surprise" as mentioned it should be the same. Nothing on the products website indicates the same ingredients customers like myself are receiving in this Curlbox subscription. Therefore, better business practices should be exercised to make sure the platform you are servicing are receiving quality products. I am disappointed as this was my first time ordering from Curlbox to receive something I will not be able to use. It's is sad to say, but I will not be ordering from this subscription company again. It may not matter to the company what ingredients are in the products, but as a natural hair consumer it matters to me and hope you take consideration in reviewing products that you sell for the businesses you work with.
Based on the response, the customer is unaware of how the service works.
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I am not aware as this is my first time buying from your business, but based off your response in your rebuttal, your concern relies more on profits rather than consumers concern.
Thank you.
I have heard of this company for a while so I signed up for the waiting list. I was never able to get through on the website and physically pay the fee to join because it is so "overcrowded" as I've been told that it freezes, moves slowly, or doesn't process when it is saying it's available. Once you finally get onto the sight with no options it is all of a sudden marked sold out of whatever you were trying to purchase. I have sent emails countless times and months. None of the responses are personal. You can tell it is auto generated answers. There's no phone number to get a live person to possibly help with the situation either.
Just recently I went on to the site directly at 10am when they had a non subscription box offer going. It allowed me to add the box even process to pay. As soon as I tried to pay it repeatedly said my information was not valid. As soon as I hit refresh 3 mintutes later it was all of a sudden sold out. I again expressed my problems via customer service email. Even requested a person contact me directly and I still simply got the we are sold out, try again message. They do not cater to the consumer. The site probably needs more power behind it to host the amount of traffic that seems to hit them so quickly in order to not have the problems I have but if you don't even have a secure customer service system in place why bother? What if I ordered something and they sent it incomplete or wrong? All I have is an auto generated email to use? No person to correct the problem? Because of this I'm definitely rating it horribly and I would NEVER recommend anyone to use it because of these issues.
No settlement requested - for Unless they are willing to provide customer service chats or via phone or make the site strong enough for the traffic it receives I don't see this ever being fixed but I definitely wanted to voice my opinion and possibly save someone else the trouble of trying for over a year without getting anything at all.
We responded to the customer on 3/15 with the following email. This reply does not seem to have been satisfactory to the customer as this case has been opened shortly thereafter. We service many thousands of customers per month. Unfortunately, we do encounter website issues at times due to the volume of customers attempting to purchase our products at the same time. This is similar to sales at Black Friday or Cyber Monday except we offer a similar sale monthly.
MAR 15TH, 2019 AT 1:39PM
(10 DAYS AGO)
HEADERSHTMLTEXT curlBOX support team
To: ***
From: "Customer Service"
Reply-to: ***@curlbox.com
Hi - we apologize for the issues experienced around your attempted purchase. This item sold out quickly.
Thank you,
CB Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because this is a repeat issue and because they honestly do not have a more personable customer service. These are generated responses or more like preset. It's not an actual person you can converse with if you have questions or issues & because they just acknowledged they have website issues it proves what I've said about how difficult it is every single time. You can go on the site 5 minnutes before the designated time that whatever they are promoting is about to launch and still get the same reaction I got which is the site freezes right when its time to pay and then all of a sudden its shut down or its no longer available. How can you service new people if you can't seem to speak to them directly via phone or email? or even modify the site so that newer customers like myself could actually partake in the offers? So I don't accept the response- yes they responded, but it was like a preset response you send on auto reply nothing to really explain or to make any other suggestions to make this a better transition for someone who actually wanted to purchase something. They don't care about one little person when others still get through- I will only tell my side which is I don't think the business is good if you can't try to really help out your consumers.
On February 13, 2019 Curlbox sent my February subscription but it was never received. It was misshipped by DHL e-commerce three times. When I contacted DHL I was told that the label on the package had an Atlanta address which is incorrect because I live in Virginia. I was then instructed by DHL to contacted USPS which I did and was given the same answer. I have emailed curlbox's Customer service email three times and was told that they had screen shots that they mailed it to the correct address. Also an employee named Diana stated via email that she would call me that evening to discuss the matter and I did not receive a call. That was last week and on Tuesday I sent another email which went unanswered. Since I did not receive my box I request a refund.
Product_Or_Service: February subscription
Refund Reimbursement for the February subscription
Customer did report a February box shipping issue to which our support team did indicate there was a mis-ship issue identified by the carrier DHL. Customer berated customer support team and repeatedly referenced our company not shipping her box as stated. We shipped Ms. another February box and emailed her as such. It also shows delivered PRIOR to this case being opened. The case is considered closed as no further boxes are planned for shipment to Ms..
XXXXXXXXXXXXXXXXXXXXXX
Delivered
11:43
AM ET
Alexandria, VA, US DELIVERED
(The consumer indicated he/she DID NOT accept the response from the business.)
This company's response is not only inaccurate but also fictional. This is the timeline of events pertaining to my February curl box shipment:
Feb 25th: I emailed Curlbox support about the multiple mis-shipments (NO RESPONSE)
Mar 2nd: I sent a second email including a timeline
March 5th: I received a response from Diana stating that my timeline of events was incorrect and she asked for my contact number so I could be reached that evening. I responded that day informing her that my contact number was listed below my name on the email. I did not receive a call nor a response.
Mar 12th: I emailed customer support again informing them that if I do not receive a call within 48 hours that my next action will be to contact the Revdex.com. I did not receive a response.
March 15th: I forwarded the investigation results from the USPS on this shipment. I did not receive a response.
Curlbox NEVER stated/identified that DHL had an incorrect label. Actually it was I that told informed them of this in the March 2nd email after talking with DHL eCommerce and USPS. I believe the company is referencing my closing statement on the March 2nd email stating that they should know better and do better as me "berating of the company." I never stated that Curlbox did not ship my box because if that was the case then I would not have received a tracking number. My issue was that the box was mis-shipped four times due to labeling issue. Another fabrication in their response is that they informed me about the replacement shipment. I never received a response after March 5th, hence the reason why I filed this complaint.
The customer service I received pertaining to this incident is grossly unsatisfactory. I have been a Curlbox customer for years and although mishaps may happen fraudulent customer service is not the answer. Please research this incident and provide further employee training for problem solving.
Response is not accurate and there is a documented carrier issue for the month of February that we informed all impacted customers of. We hate that the facts of the situation as well as resolution via refund were not to this customer's satisfaction.
Curlbox considers the matter closed at this time.
Thank you.
My mother and I have been curl box members for over 2 years. February of 2019 my mother and myself did NOT receive the monthly product from this company; yet we were charged $25 for it. I moved from an address that was on file February 15th 2019, while my mothers address had never changed. I contacted the Curlbox company time and time again to no prevail. I had spoke to representatives about the change in address for myself (not my mother), so there should have NEVER been a reason why my mother never received her product. The company states that the product was delivered to my OLD address February 20th in which I informed them of the change of address a week and a half before I moved and was told that they would hold it and send it to my new address on February 15th. My mother is still not receiving product from this company. I would want to keep my subscription with the company but they would have to refund me and my mother for February's product or send us the product for that month!
Product_Or_Service: Curlbox subscription
Order_Number: XXXXXXXXXXXXXXXXXXXX
Replacement Refund us for February curlbox OR send us the product for that month.
Our customer support team has gone above and beyond for this customer even honoring a one- off request to hold her order for normal February shipment as she was moving during regular shipping. Her February box reshipment shows delivered on 3/14 via tracking information below. Correspondence from the customer even supporting her requests have been unacceptable to team members working to resolve her concerns. This item is considered closed on our side per 2nd tracking below 3/X: XXXXXXXXXXXXXXXXXXXXXX
Delivered
Sat, March 9, 2019 at 11:45 AM ET
Alpharetta, GA, US
From:
ATLANTA, GA XXXXX
UNITED STATES
To:
ALPHARETTA, GA XXXXX
UNITED STATES
Activity
Mar 9, 2019
11:45
AM ET
Alpharetta, GA, US
DELIVERED IN/AT MAILBOX
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has confused time and time again with my mother and I. We both have the same name but different order numbers. I SPECIFICALLY gave the company MY order number. I had spoke to Diana and she stated that the company also held and did not ship my mothers order in which we had paid for the prior month. Why did this company do this? It's so unprofessional to think that two people with different addresses would be one person. Not only that, Diana In which provides her number was extremely rude and fails to contact me back every time I speak to her. Do not over promise the customer. I gave her my middle initial and my mothers middle initial in which should differentiate us further
I have attempted to contact *** back by phone. I was not rude as I opted to listen and ask questions to gather the details regarding her concerns. I indicated in reviewing her case - it had been forwarded to Revdex.com and already refunded both accounts even though her box was received. We have over delivered. Her mother has not contacted us regarding the account though Ms. has and we have issued a refund on the box she references even though we have not spoken to the customer directly. The case is closed at this time on the CURLBOX side.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, Curlbox has refunded both accounts although they only had to refund one in which I informed them of that. Company is still horrible at follow up phone calls but I accept the terms we have come to.
Thank you.
I ordered a Curlbox from the company and when it arrived, one of the products had spilled all over the box. This was because Curlbox failed to package the hair products properly to avoid damage. There was a total of six hair products so common sense for any business is to make sure the products and box are well sealed because things move around in transit. I reached out to Curlbox about the issue and got a response that asked me to take a picture of the damage so I did. After sending the picture I stopped receiving replies. So I've been sending emails, but no one is responding. I took to their social media page on Instagram to speak on the issue more because they were not replying to my emails and they blocked me. I emailed them about the blocking and they simply said their social media account was run by a totally different department and again, my issue was left unsolved. Many customers have had and continue to have their purchased products arrive broken or spilled and Curlbox does nothing but block them and delete comments.
Product_Or_Service: AUSSIE $10 box
Order_Number: XXXXX
Replacement I would like Curlbox to stand by their products and replace the one that came damaged. And I would like the company to rethink their policies on blocking paying customers who are only trying to help better their brand by providing constructive criticism.
Hello - our customer support team responded to the customer indicating the damaged item would be replaced. When she emailed regarding social media - we replied that a separate team handles all monitoring of social media for language and abusive content. We have now canceled the pending replacement order for the damaged item and refunded the order in full.
Thank you.
Curlbox sent me the wrong product and has been unresponsive in throughly addressing my effort to correct their mistake on my order.
On June 25, I placed an order (#70251) with CurIbox using the email address [email protected] for 1 Summer Break Box and 1 EDEN Marshmallow Remix Dope Deal. On July 9, I received 1 EDEN Marshmallow Remix Dope Deal, and July 10, I received and additional EDEN Marshmallow Remix Dope Deal that I did not order. On July 10, I sent an email message to the Curlbox customer service asking that the error be fixed. The following day I received a message from Curlbox costumer service stating that my order was delivered on the 10. On July 11, I sent an additional email to Curlbox customer service further clarify my message about the shipment error and asked that the mistake be rectified. Curlbox customer service responded with another email on July 12, once again, stating that my order was delivered on July 10. The order referenced in their email was the same package that I stated was sent in error. Subsequently, I contacted Curlbox customer service two more times on July 12 and July 17 and have not received a response to either emails.
I am asking that Curlbox either reimburse me $20 for the cost of the product purchased or send me the Summer Break Box I ordered. As stated in my July 17 email to Curlbox costumer service, I would gladly return the EDEN Marshmallow Remix Dope Deal package sent to me in error at their expense.
This customer was issued a full refund after receiving an image of the wrong products on 7/20.