BirchboxReviews of birchbox.com

Response from BirchboxApr 18, 2024

We are terribly sorry to hear of your experience, and would love to help make things up to you. To provide a bit more clarity, the shipment of your first box will depend upon when you sign up in the month (although we are currently working on making technical updates to the system to ensure first time customers have their box ship within the first week of purchase as we do understand how eager customers are to receive their first shipment)! You can typically find the expected date of shipment on the checkout page, in our FAQ’s, or by emailing us directly. While we do see your box shipped in late January through USPS, it does appear it took a bit longer than usual to arrive at your doorstop. While we unfortunately do not have control over major shipping partners, we will be sure to relay this information to our head of fulfillment, and truly apologize for any disappointment this caused. Regarding the samples included in each monthly box, each box will include 4-6 samples, depending on the size of the sample shipped. Typically, our sample sizes are travel sizes, but customers have the option to choose a full size item (and receive 4 items in total) or can choose one or two smaller sized items (such as standard packet sized samples) to receive 6 items in total. We provide our customization feature, to allow customers to choose the sample products and sizes right for them! As we of course want every customer to love their experience with Birchbox, we will be reaching out to you directly as we would love nothing more than to make things up to you!

Response from BirchboxMar 1, 2024

Hi Melissa, We are truly sorry to hear about your experience and would love nothing more than the chance to make things right. While we are unable to locate any account under the name this review was written under, we welcome you to reach out to the team at [email protected] and we will be sure to take care of things for you. While we do ask any monthly subscription cancellation take place prior to the subscription’s renewal date, if a customer forgets to cancel, we will always try to make an exception and retroactively cancel the subscription and refund the charge, as long as that month’s subscription box has not yet entered the fulfillment stage. Once the Monthly Beauty Box Order is created and ready to ship, it is too late to cancel the order with the fulfillment center, and any cancellation after will opt you out of renewal for the following month. If we are contacted about a Box Order which is confirmed as delivered by the courier, but which a customer communicates is not received, we will always send an immediate replacement box as quickly as possible. We are, typically, unable to provide a refund for a box which is confirmed as delivered by the courier, but of course we will make exceptions and look at the situation. Again, we would love to look into your case further if you are willing to contact us again. We are also sorry to hear you were impacted by any shipping delay. To provide a bit more information, Birchbox has been assumed under new ownership after the previous ownership was facing a host of challenges that led to the need to suddenly and unexpectedly cease operations for nearly a year. The new owners (that’s our team!) recently acquired the assets of Birchbox and relaunched operations. Since relaunching our goal has been to make sure we bring operations back up to speed, ensure any boxes and orders that had been left unshipped by the previous ownership were received, and normalize renewal and shipping timelines. It did take us a bit longer than we would have hoped for, which at times have caused a few shipping delays for some customers, and we again are truly sorry to hear you were impacted in any manner. We do truly hope we can help make things right for you and hope to hear from you soon!

Response from BirchboxMar 1, 2024

Hi Christy, We are so sorry to hear of any issue with a delay with your 1st box shipping, especially as it was intended as a Christmas gift! We truly hope your gift recipient has been enjoying her boxes since. We were able to locate your account and you should be hearing from us shortly as we would love to make things up to you!

Response from BirchboxApr 18, 2024

We are so sorry to hear of any recent disappointment, as it is the last thing we would want. Since relaunching Birchbox, we have been pouring over past customer feedback with the goal of implementing changes for the better. To provide a bit more information, Birchbox was assumed under new ownership after the previous ownership suddenly and unexpectedly ceased operations for nearly a year. The new owners (that’s our team!) acquired the assets of Birchbox last summer and relaunched operations. Since relaunching our goal has been to make sure we bring operations back up to speed, ensure any boxes and orders that had been left unshipped by the previous ownership were received, and normalize renewal and shipping timelines. Regarding the pricing update, it was necessary to increase the price of the membership ($3-$6 depending on the plan type), which had not been increased for several years. The pricing update, which took place last fall, ensures Birchbox can continue its successful path forward, offsetting the increased transportation and labor costs, while continuing to ensure an elevated selection of beauty products are curated every month. We were sure to notify all customers of this pricing prior to the next renewal charge. Lastly, at the time the previous ownership ceased operations, the Loyalty Program was ended. However, due to customer feedback we have received, we are working to relaunch an updated program as we do understand this was an important and valued perk in the community. We do sincerely hope we may win back such a loyal customer such as yourself.

Response from BirchboxMar 1, 2024

Hi Jessica, We are so sorry to hear about your experience. During the time you wrote this review Birchbox was not operating. In the autumn of 2022 the previous ownership of Birchbox was facing a host of challenges that led to the need to suddenly and unexpectedly cease operations, and engage in the sale of the business through a formal restructuring process. The new owners (that’s our team!) recently acquired the assets of Birchbox and relaunched operations. I should be sure to note we are fully committed to carrying on the exceptional legacy that has made Birchbox such a beloved brand and are excited for the road ahead!