BirchboxReviews of birchbox.com

Response from BirchboxMar 24, 2025

Thank you for sharing your feedback. We’re truly sorry to hear that your recent Beauty Boxes didn’t meet your expectations. We couldn’t find a conversation with our team regarding your concerns, but we did reach out to you via email last week to see how we can help turn things around. We’d love to hear from you if you get a chance. Just to clarify, each Beauty Box includes a mix of sample-sized, travel-sized, and even full-sized products. Our goal is to make it easy for you to try out new makeup trends, discover exciting brands, and find your next favorite product. Often times just one item in the box exceeds the value of the entire box! We also offer customization so you can select products and sizes based on your preferences. For renewing members, customization is available from the 1st to the 5th of each month, providing five full days to customize, with email reminders sent to make sure you don’t miss it. While we do not see any cancellation or refund request from you, as you did purchase your subscription with a gift card, the gift card itself would not be refundable, but again, we would love to see what we can do to best assist!

Response from BirchboxFeb 1, 2025

Thank you for sharing your feedback, and we’re truly sorry to hear about the issue with your shipment. To clarify, it looks as though you had purchased two subscriptions in December with a promotional code which provided a free Advent Calendar Box. A couple weeks after one of the shipments was delivered, we were notified that the December Beauty Box seemed to be missing, with only the Advent Calendar arriving in that shipment. We were happy to arrange a replacement, but we needed a few additional details to confirm which shipment was missing the item and requested a photo of the packing slip for internal reporting. We're sorry to hear that at any time you thought a replacement may not ship. Due to the timing of the initial communication, the replacement request was handled the following Monday. However, we also noticed a chargeback had been initiated in the meantime. While typically we don’t arrange replacements after a chargeback, we decided to proceed and send the replacement December Beauty Box as a courtesy, even though the payment had been reversed. We’re glad to see the replacement arrived, but we completely understand how frustrating it can be to experience any shipping issue, especially around the holidays. We take every measure to ensure such issues are rare, and we’ve already reported this incident to our head of fulfillment for review. We truly value your feedback

Response from BirchboxJan 17, 2025

Hi Tina, We’re so sorry to hear that your recent Beauty Box arrived with a damaged item. We take great pride in ensuring each Monthly Beauty Box arrives in excellent condition, so we’re truly sorry to hear there was any issue. We’ve already made sure to have a member of our team reach out to you directly so we can make sure to quickly make this situation right. If you ever experience an issue with your box in the future, please don’t hesitate to reach out to us directly. Our support team is always here to assist, and you can contact us anytime at [email protected]. We typically respond within just a few hours. Additionally, our comprehensive support center at help.birchbox.com includes a live chat feature, where you can connect with a real person for instant answers from 7 AM to 4 PM PST, Monday to Friday. Regarding the sale of full size items on our site, I want to be sure to share that we’ve recently launched the Members Market, which allows customers to purchase full-size items—often ones featured in recent boxes—at exclusive prices only available to Birchbox members. It’s a great way to grab your favorites at a discount! Thank you for being a valued Birchbox member, and we look forward to making things right for you.

Response from BirchboxJan 2, 2025

We are sorry to hear of any issue. To clarify, the first box in new subscription purchases, as well as orders from our Members Market, typically ship within 2-5 business days. We did try to look into your order, but unfortunately, we couldn't locate a recent purchase under the information linked to your review. We’ve also attempted to contact you for more details, and we’d be happy to assist further once we hear back from you.

Response from BirchboxNov 27, 2024

While we are sorry to hear of any issue, we are very happy to see you were able to get a hold of our support team to successfully resolve the situation to your satisfaction. We should also be sure to note that if any item is ever received in less-than-perfect condition, please don’t hesitate to contact our support team right away. We take great pride in our curated boxes and always want to ensure they arrive in top-notch condition. Regarding cancellations, to help clarify, as noted at checkout and in the account, when you cancel a membership plan, it will prevent any future subscription renewals from processing. However, it does not trigger a refund for a box that has already been paid for and processed. Many of our customers choose to cancel after a recent purchase to avoid further renewals while still receiving the box they’ve already paid for. If a customer forgets to cancel before the renewal date, we’ll always be happy to look into making an exception for a retroactive refund, as long as the monthly beauty box hasn’t entered the fulfillment process yet. To request this, we ask the customer to please reach out to our support team or chat with us right away, and we’ll do our best to help! We’re so glad that our team was able to make an exception for you, and we hope you’ll consider giving us another try in the future!

Response from BirchboxNov 14, 2024

We’re really sorry to hear about any frustrations with your recent customization experience. We see our support team was able to reply to your email within a few hours, and provided you with an alternative form to customize your November Box straight away. To provide a bit more context, to make things easier and more streamlined, we fully integrated customization into our website this month. As this was the first month for this new feature, we did experience a small delay in opening the customization window on the 1st. Instead, customization opened on November 4th and remained open through November 10th, giving everyone plenty of time to make their selections. Once customization opened, you were emailed a notice on November 5th, with a final reminder email sent on November 10th. We’re happy to confirm that the customization feature is now running smoothly, and moving forward, the customization window will be open from the 1st to the 5th of each month. As always, we’ll be sure to keep you informed about your customization window via email. The delay in opening on the 1st is why you received your customization email a few days later than usual this month. We truly hope we can win you back this year and that you absolutely love love your November Box, filled with all the products to keep you glowing through the holiday season ✨

Response from BirchboxOct 7, 2024

We’re really sorry to hear about your experience as we absolutely understand how frustrating running into any account issue can be, but we’re glad our support team was able to assist you in the end! Just to clarify, our team usually replies to all emails within a few hours during normal business hours. You can also reach us right away through our live chat feature on our support page, available Monday to Friday from 7 AM to 4 PM PST. We see you wrote in overnight on Friday, and we are happy to see our support team followed up later that morning. We are also thrilled to hear you will be keeping one of your subscriptions in place. If you have any more questions or need further assistance, just let us know! We truly hope you love your October Box curation with products to add a touch of autumn magic to every glance🍂✨