PopSugar

Initial Business Response / [redacted] (1000, 7, 2016/01/07) */ Attached are our FAQs which were agreed upon at the time of purchaseThese FAQs note that all boxes will arrive by the 24th Here is a link to ***'s tracking which notes that it was delivered on the 11th: https://www.fedex.com/apps/fedextrack/index.html?action=track&tracknumbers=XXXXX...⇄

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ On 1/27, our Support team responded to [redacted] where we noted that we were out of stock but would be issuing a partial refund for the clock [redacted] followed up thanking us for the response and resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Completely satisfied

Initial Business Response /* (1000, 5, 2015/11/02) */
This subscriber reached out asking to not be sent a previous month's boxHowever, she opted to be on waitlist when she signed up which notes that if there are extra boxes, she will be sent a previous monthWe had additional boxes, so she was
sent one as she checked the waitlist
Here are the responses to all of her inquires, including dates:
Oct XX XX:XX pm (assign)
Hi ***,
Thanks for reaching outIt looks like the Waitlist option was left checked at the time of purchaseThis explains why you subscription is now set to begin in OctoberPlease let us know if there is anything else we can assist with
Best,
Oct XX XX:XX am (assign)
HI ***,
When you signed up for your subscription you selected to be on the Wait List this offers customers to chance to receive an earlier/current box based on availabilityBecause of this you are not being sent the October boxWe apologize for this inconvenience and hope that you enjoy the subscription boxes
POPSUGAR Support
Thursday 08:am (assign)
Hi ***,
Thanks for reaching outIt looks like the Waitlist option was left checked at the time of purchaseThis explains why you subscription is now set to begin in OctoberPlease let us know if there is anything else we can assist with
POPSUGAR Support
Thursday 09:am (assign)
HI ***,
When you signed up for your subscription you selected to be on the Wait List this offers customers to chance to receive an earlier/current box based on availabilityBecause of this you are not being sent the October boxWe apologize for this inconvenience and hope that you enjoy the subscription boxes
POPSUGAR Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because I emailed the company multiple times saying that I did not want he box

Initial Business Response /* (1000, 5, 2015/12/23) */
We followed up with *** on MondayPlease see our response below:
Monday 12:pm (assign)
Hi,
We will happily issue you a refund, Please use the attached FEdEx return shipping label to mail the unopened/unused November box back to our
warehouse and once received we will issue you a full refundPlease also let us know if you wanted to return the December box as well
*** P
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 12, 2016/01/20) */
I sent the box back using the FedEx label PopSugar provided, but have yet to receive the promised refund or hear anything from the company.,
Final Business Response /* (4000, 14, 2016/02/03) */
*** has already been refunded for her returned box!

Initial Business Response /* (1000, 5, 2015/05/04) */
This customer purchased a subscription on 04/09/When you make a purchase on our website, you are automatically billed
At the time of her purchase, the current month's box (April) was sold out, so her subscription was set to begin in
MayThis was noted on the Orders page
While she paid in April, her actual payment was for the May box, as April was sold outShe would not be billed again in May as she already paid for MayHer next payment would be June
If we canceled and refunded the subscription as she requested, she would not receive the May boxShe would have to resubscribe and her subscription would not begin until June
When we noted that we "bill upfront" it was in reference to her being automatically billed on our website at the time of purchaseAfter you initially pay, you are billed each month until you choose to cancelIn this instance, she paid for the May box, so she would automatically be billed in June, July and so forth
This customer has purchased with us beforeHer previous subscription which was purchased on 6/30/was the same processShe was billed immediately upon purchase on 6/30/and then billed each month until she decided to cancel
We are currently sold out of the May box, so if we were to refund her, she would not receive the May box, and as noted above, would have to wait until June to receive a box
Please see the below correspondence:
4/23/
Thanks for reaching outAs noted on the Orders page at the time of your purchase, the April box was sold out, so your subscription was set to begin in MayThis explains why you haven't received a box this monthAs soon as your May box ships, you'll receive tracking informationPlease let us know if you have any additional questions and we'd be more than happy to assist
Best,
POPSUGAR Support
4/24/
It looks like there is some confusion, but we're here to clarifyWe've already billed you for MayIf we refunded you, you'd be receiving a complimentary boxYou've already paid for May are set to receive May, regardlessSince we bill upfront, we can't customize custom bill datesPlease let us know if you have any additional questions
Best,
POPSUGAR Support
4/27/
When you first buy a subscription, you are automatically charged, hence, the billing upfront we noted belowOn 6/30/when you purchased your subscription XXXXXX, you were automatically billed Then, you were billed each month thereafter until you canceledThen, you purchased a subscription on 4/9/and you were billed upfront, automatically for that as wellYou will be billed each month beginning in JunePlease let us know if you have any additional questions and we'd be more than happy to help
Best,

Initial Business Response /* (1000, 5, 2015/12/23) */
Per ***'s request, she has been refunded

Initial Business Response /* (1000, 5, 2016/02/16) */
It looks like our team followed up with *** a few times noting and apologizing for the delay
Jan 11:am (assign)
Hi ***,
Thanks for contacting usFirst of all, I would like to apologize that it has taken us so long to get
back to youWe have been swamped with an unusually high amount of traffic this holiday seasonThat said, we're sorry to hear that the bracelet you received is too smallUnfortunately we don't have any larger ones to replace it with, but we can send you a replacement jewelry item insteadWe hope you enjoy it, and please do not hesitate to reach out to us in the future if you have any other questions
Best holiday wishes,
We then sent out not only a replacement jewelry item but another item to make up for the inconvenience
Initial Consumer Rebuttal /* (3000, 8, 2016/02/25) */
I did get a Facebook email response last nightThey sent a picture that didn't not work but they said it states that they replacement order has been made but they did not send me a code to look up to track placementI have been told this same thing twice before so I'm still hesitant to believe they actually have made an order and plan to ship itPlus I was never told what the replacement item would beThey are supposed to state what it is and if it's acceptable to replace the braclet that was the main item in the boxThe most expensive itemThey also changed there billing system to start twice in January to that February could be shipped out quicker since most months the boxes arrive lateArriving the month after payment I canceled but they had already charged me for FebruaryI looked on the Facebook and saw a lot of people got tracking numbers and even received there boxes first days in February and I have yet to receive and email tracking number or the February boxI sent an email to double check I was getting w box this month since I paid for it since I canceled the day after they billed me
Final Business Response /* (1000, 11, 2016/03/17) */
On December 16th 2015, The Customer requested a replacement Product for an item she was dis-satisfied withThe Same day, we replied That we were working on a replacement itemThe customers replacement product of comparable value was sent on February 2,

Initial Business Response /* (1000, 5, 2015/12/23) */
[redacted] reached out to us on December 2nd, despite her noting that she reached out in October. There are various emails to contact and Support team at POPSUGAR, but the one specifically for Must Have was not used, so her email was not sent to us...

in October (screenshot attached). We noted this in our initial email to her:
Dec XX XX:XX pm
Hi [redacted],
Thanks for reaching out. This is the first email we've received from you (screenshot attached) which explains why we haven't been able to assist. Can you please clarify the issue so we can help out?
Best,
POPSUGAR Support
[redacted] has been refunded for November and December and her subscription has been closed.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was refunded for the December box on 12/9. I was charged for November on 11/1 but have not received a refund for that month.
If the business had contacted me earlier all of this could have been avoided. If we are wanting to split hairs, this email sent to me on 12/2 did not include a screenshot as suggested which I noted when I responded. This email on 12/2 also marked my case as "closed" which it clearly is not.
I'm trying to avoid a big argument here, but I have copies of emails sent to the Must Have Account all the way back in early November. I used the ZenDesk "submit a request" button in October to fill out the form stating I needed to cancel. The website in and of itself is extremely confusing and I needed help navigating how I could about canceling my subscription. This website's layout has created a great deal of confusion in this matter. The ZenDesk support system, which I have sent a couple messages through has not been met with response or marked my case as "closed" before I got any response.
I don't mean to keep this issue alive as the company was gracious enough to cancel by subscription and refund my December fees. But I would like for the company to refund me for November as it says it has. I have been checking my online statements diligently.
Final Business Response /* (4000, 9, 2016/01/07) */
We've attached two screenshots of the processed refunds. The outline boxes note the two separate transactions and the initial charge dates (11/2 and 12/10).

Initial Business Response /* (1000, 7, 2016/01/07) */
Attached are our FAQs which were agreed upon at the time of purchase. These FAQs note that all boxes will arrive by the 24th.
Here is a link to [redacted]'s tracking which notes that it was delivered on the 11th:...

https://www.fedex.com/apps/fedextrack/index.html?action=track&tracknumbers=X...⇄

Initial Business Response /* (1000, 5, 2016/02/03) */
On 1/27, our Support team responded to [redacted] where we noted that we were out of stock but would be issuing a partial refund for the clock.
[redacted] followed up thanking us for the response and resolution.
Initial Consumer Rebuttal /* (2000,...

7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Completely satisfied.

Initial Business Response /* (1000, 5, 2015/09/30) */
Customer updated address to a different purchase, rather than her current subscription. Because the address on her current subscription was not updated, the box was sent to a previous address. On 9/18, the customer was refunded.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I updated my address in the only location that was possible from my interface. When I check the billing and shipping address under the general profile, the address is correct (see screenshot). I had also emailed the company to indicate the need for an address change after they sent the first box to the wrong address. There was nothing else I could have done, so far as I am aware, to prevent them from incorrectly addressing the boxes.
This was not limited to a single box - two boxes were sent to the incorrect address. The company has refunded the price of one box, only. If they refund the second box, I will accept the response.

Initial Business Response /* (1000, 7, 2015/12/02) */
We would be more than happy to help [redacted] out! However, it doesn't look like there is any record of an email sent to us, or our other company emails under [redacted]@yahoo.com (photo attached). Additionally, we don't have a phone number, so any...

call or voicemails haven't been directed to us. We just need [redacted] to email us directly at [redacted]@popsugar.com so that we can solve this for her!

Initial Business Response /* (4000, 8, 2016/02/01) */
On 1/15, [redacted] reached out to us confirming that her subscription was canceled.
Our Support team then responded with this the same day:
Hello [redacted],
Thank you so much for sending the screenshots. I am very sorry for the cancelling...

glitch you received. Due to this I have refunded you the double charge of $43.45. Please allow 5 to 7 days to see the changes appear in your account. Please accept my deepest apologies for the mix up, as well as the spotty communication you received with us. I hope we can regain your trust in the future. Please do not hesitate to reach out if you have any other questions.
Happy new year,
Final Consumer Response /* (3000, 6, 2016/01/19) */
I was told by email on 1/15 that a refund would be placed to my account. It hasn't appeared yet, but it may take 5-7 days.