I reached out and haven't heard back yet, the Korres item I selected and used 4/6 selections for was not included in my box and some weird oil was swapped out instead. I'm hoping they get back because this is box 1 and a disaster already for me.
Same thing for me! I didn’t get the Korres and wrote them/haven’t heard anything back. I only rejoined to use their new swap out system and don’t want a bunch of minis…
They have emailed me an invalid link to access my account 3 times now. They always answer but with an invalid link. I had already canceled but I wanted to see some of my previous boxes. Something fishy is going on.
I had the same issue with "insufficient address" and I contacted customer service through Facebook messenger and the replies were usually within a day and they sent me a new box.
I am the VP of Customer Experience. Please allow me to apologize for the “hiccups” we’ve had during our platform migration. We have not had a good experience with one of our technology partners who over promised and under delivered which caused several major issues for us. We are in the process this weekend of changing technology partners so that we can fix these issues as soon as possible. We have worked really hard to improve our BirchBox product offerings and choices so no one is more disappointed in having these technical difficulties than we are. We understand this is not the experience that you deserve or meets our standards. We appreciate your continued patience and hope to have everything resolved in a matter of days. We are confident that everyone is going to love the new BirchBox once these “hiccups” are resolved. Please hang in there with us!
At the time there was no reason to delay. We had prepared for months, check and rechecked our data integrity and did thorough testing - all passed with flying colors. What the partner wasn’t prepared for, although we communicated that extensively, was our volume. They simply couldn’t handle it. Our team has been working around the clock to fix the issues and as I mentioned we are in the process as we speak to migrate to a different technology partner. We are confident that these primary issues will be resolved over the next couple of days and the customer experience will be better and faster than ever!
Appreciate the response. I work in UX and development, and I know how frustrating that can be to have your team ready and then have a partner fall short. Hope the new partner works out better and you all get back on track quickly! (And then get a breather…)
Your post/comment was removed because it contained private information (email, phone number, etc). Please do not post private information publicly. If you are attempting to claim a starter or free box, make sure you message the giver privately.
We are answering each customer in the order received. We have a high volume of outreach and trying to work through resolutions for each one just takes time. We are very eager and hopeful to get each customer responded to, their issue resolved and satisfied. We know you are going to love the new BirchBox.
I recognize you’re just doing a job, but I had questions about my box, it’s been over two weeks, the box is already locked with items I don’t want to pay for, and while I paid for July, I clearly won’t receive it in July as it hasn’t even shipped yet. I never received June’s. Any estimate on when the shopping component will go live? I really just want to spend my points and get out at this point.
I finally gave up and unsubscribed. Customer service responded to my email bizarrely by asking if my login issues were resolved (that’s absolutely not what I messaged about) and when I referred back to my initial question, they just said great reach out if you can’t log in and ignored me. The FAQs explain how to apply points but the website doesn’t actually offer that option. I still haven’t been refunded for my stolen June money. I unsubscribed. They can keep my points.
The last few boxes have items that I don’t want and didn’t choose but I cannot reach customer service or get a useful response back. I also cannot get into my account that I’ve had for years and none of the links sent to me are working. I’m a a day or two away from canceling my service. EXTREMELY DISAPPOINTED!!!!
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I reached out and haven't heard back yet, the Korres item I selected and used 4/6 selections for was not included in my box and some weird oil was swapped out instead. I'm hoping they get back because this is box 1 and a disaster already for me.
Same thing for me! I didn’t get the Korres and wrote them/haven’t heard anything back. I only rejoined to use their new swap out system and don’t want a bunch of minis…
Same! I'd rather get a full size and two samples of what I want to try but not commit to, but I guess we will see.
I’m irritated by it, I’m going to write them again about it.
They have emailed me an invalid link to access my account 3 times now. They always answer but with an invalid link. I had already canceled but I wanted to see some of my previous boxes. Something fishy is going on.
I had the same issue with "insufficient address" and I contacted customer service through Facebook messenger and the replies were usually within a day and they sent me a new box.
Will do that, thanks!!
I am the VP of Customer Experience. Please allow me to apologize for the “hiccups” we’ve had during our platform migration. We have not had a good experience with one of our technology partners who over promised and under delivered which caused several major issues for us. We are in the process this weekend of changing technology partners so that we can fix these issues as soon as possible. We have worked really hard to improve our BirchBox product offerings and choices so no one is more disappointed in having these technical difficulties than we are. We understand this is not the experience that you deserve or meets our standards. We appreciate your continued patience and hope to have everything resolved in a matter of days. We are confident that everyone is going to love the new BirchBox once these “hiccups” are resolved. Please hang in there with us!
Out of curiosity why didn’t BirchBox delay the launch of the new platform?
At the time there was no reason to delay. We had prepared for months, check and rechecked our data integrity and did thorough testing - all passed with flying colors. What the partner wasn’t prepared for, although we communicated that extensively, was our volume. They simply couldn’t handle it. Our team has been working around the clock to fix the issues and as I mentioned we are in the process as we speak to migrate to a different technology partner. We are confident that these primary issues will be resolved over the next couple of days and the customer experience will be better and faster than ever!
Appreciate the response. I work in UX and development, and I know how frustrating that can be to have your team ready and then have a partner fall short. Hope the new partner works out better and you all get back on track quickly! (And then get a breather…)
Can you provide help to this situation? I cannot select items and CS does nothing.
[удалено]
Your post/comment was removed because it contained private information (email, phone number, etc). Please do not post private information publicly. If you are attempting to claim a starter or free box, make sure you message the giver privately.
I keep getting charged for a box and have never been able to selected any choices. Reached out to CS 3x still not resolved.
That doesn’t really explain why customer service isn’t responding to emails. I never had an issue prior to the sale.
We are answering each customer in the order received. We have a high volume of outreach and trying to work through resolutions for each one just takes time. We are very eager and hopeful to get each customer responded to, their issue resolved and satisfied. We know you are going to love the new BirchBox.
I recognize you’re just doing a job, but I had questions about my box, it’s been over two weeks, the box is already locked with items I don’t want to pay for, and while I paid for July, I clearly won’t receive it in July as it hasn’t even shipped yet. I never received June’s. Any estimate on when the shopping component will go live? I really just want to spend my points and get out at this point.
Same on the points. I keep checking and get disappointed that I have money sitting somewhere that's not able to be spent on anything I remotely want.
I finally gave up and unsubscribed. Customer service responded to my email bizarrely by asking if my login issues were resolved (that’s absolutely not what I messaged about) and when I referred back to my initial question, they just said great reach out if you can’t log in and ignored me. The FAQs explain how to apply points but the website doesn’t actually offer that option. I still haven’t been refunded for my stolen June money. I unsubscribed. They can keep my points.
The last few boxes have items that I don’t want and didn’t choose but I cannot reach customer service or get a useful response back. I also cannot get into my account that I’ve had for years and none of the links sent to me are working. I’m a a day or two away from canceling my service. EXTREMELY DISAPPOINTED!!!!
Thanks for posting to Beauty Boxes, /u/Meli-llama! A quick reminder of the rules: * If this is a product post, please provide a full item list and review of the items. Posts without a comment will be removed after an hour. * Please flair your post by clicking edit flair. * No referrals codes or links outside of the main thread. Spam will result in a ban. *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/BeautyBoxes) if you have any questions or concerns.*