BirchboxReviews of birchbox.com

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 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 BirchboxAug 14, 2024

We’re terribly sorry to hear you had trouble updating your payment information in your account. Normally, you should receive an email within minutes with a secure link to update your details. Even though a team member followed up with you, we’re sorry that the issue persisted. While this seems to be an isolated incident, as we haven’t received similar reports from others, please know we made sure to escalate your experience to our engineers to look into further. We again are sorry for any issue you encountered.

Response from BirchboxJul 26, 2024

Hi Sherri — we’re sorry to hear your Beauty Box didn’t meet your expectations! We have recently started including up to two full size items in each monthly Beauty Box amongst the other samples, but we are sorry to hear the box you received missed the mark. If you have any concerns about any of the six items you received, please reach out to our support team—they’re here to help. Wishing you all the best and hoping we can have the opportunity to impress you in the future!

Response from BirchboxJul 23, 2024

We're truly sorry to hear about any disappointment, as that's the last thing we'd want for our customers. While we couldn't locate an account under the name associated with this review, we encourage you to reach out to our team at [email protected] so we can find ways to improve your experience. Since relaunching Birchbox, we've been carefully reviewing past customer feedback to make meaningful improvements. Following a change in ownership after the previous owners unexpectedly ceased operations for nearly a year, we've been committed to enhancing our offerings. Each monthly Birchbox now includes 4-6 samples, depending on the sizes of the items selected. We are excited to share customers now have the option to include up to two full-size items per box, along with other samples! We provide our customization feature, to allow customers to self-selct the sample products and sizes right for them! We sincerely hope we can resolve any concerns and look forward to hearing from you soon!

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!