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Birchbox Shipping/OOS/Warehouse Issues

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Just got an e-mail from BB:

 

JoeySergi_01.jpg

Joey (Birchbox Ops)

May 07 05:06 PM

Hi Kait,

Thanks for reaching out! I'm sorry for any trouble.

Your order was unable to be processed because there was an error in the address verification. I'm so sorry about that. I have placed a new order with the correct information. You will receive a separate order confirmation and tracking information once it ships.

I've also added 100 points to your account to apologize for the trouble. 100 Birchbox Points can be redeemed for $10 in the Birchbox Shop. Points can be used to purchase full size products from Birchbox.com, as well as gift subscriptions.

Please let me know if you have other questions or concerns. For further assistance, you can also give us a call at 877-487-7272 (M-F 9a-9p EST) and we'd be happy to help.

 

 

Address verification? Really?  I have been a member of BB since 2012.  My address has never changed.  Not buying it.  But hey got more points to build back up again.  AND my order will hopefully be processed this time.  If not, I have this e-mail to back myself up with.  But really, BB needs to get themselves together.  I wonder how many BB points they have sent out in the last 2 months.  It can't be good for their business to be handing out points like candy. 

What the heck? I feel like they just have a jar filled with pieces of paper with excuses on them & they're just picking them at random to reply to e-mails. 

 

I literally have almost $200 in stuff coming to me eventually and I think I paid $7 total (which was for the expedited shipping that didn't happen). Sooo yeah they're giving out a lot of points. 

 

When did you e-mail them? Kind of annoyed they haven't responded to mine by now, although I'm sure they're swamped with complaints. 

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What the heck? I feel like they just have a jar filled with pieces of paper with excuses on them & they're just picking them at random to reply to e-mails. 

 

I literally have almost $200 in stuff coming to me eventually and I think I paid $7 total (which was for the expedited shipping that didn't happen). Sooo yeah they're giving out a lot of points. 

 

When did you e-mail them? Kind of annoyed they haven't responded to mine by now, although I'm sure they're swamped with complaints. 

 

Last night around 830.  And I came here right after the e-mail came through. So, less then 24 hrs.   

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Last night around 830.  And I came here right after the e-mail came through. So, less then 24 hrs.   

Hmm hopefully mine is coming soon then! I told them I want a refund for shipping if they can't commit to delivery today and the UPS guy has come & gone already. No package, no shipping info.  <_<

 

I did get my Beauty Blender duo + cleanser today though, which I was refunded for because it was 'out of stock.' So, that's exciting!

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I suspect we will see a rise in prices in the shop within a few months d/t the frequency of point handouts.  It's like Mardi Gras and bead tossing at this point.   

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What I just wrote on Facebook:-

I've kind of had a rocky experience with birchbox this week. I made an order that didn't ship for a week even though full size orders are supposed to ship out in 2 days. when it finally got to me it was missing a product and my perfume looked like it had floating mold in it. When I called to tell birchbox what happened they very nicely offered to ship out replacements. I said these were supposed to be Mother's Day presents and my mom was going to be disappointed that everything listed on the card won't be in the box, and the customer service rep laughed and replied, "maybe she'll think it's funny!" I'm sorry, but I do not think that's a professional reply! Why would my mom think it's funny that she's getting a replacement for a missing product and a moldy product? I'm happy that I will be getting the replacements I just did not appreciate that answer!

 

Can't want to see their answer!

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I finally got my order from the 18th.  I had ordered

 

shave with benefits shave foam

shea terra moroccan mud poo

and a two -pick

 

 

I got the above items - my two pick was opi tinted nail polish in purple & joan vass perfume sample - but they also gave me full sized 12 benefits instant healthy hair treatment(6 oz).  I think they messed up.

 

I also got a bonus 2 pick due to a massive horrible order issue - that came today too.  I thought I was getting a few foils or a small mini - what I got was a 4 oz malin + goetz vit e face moisturizer & 1 oz of bare love body body fuel. I am shocked over the 4 oz size of the face cream...

 

 

so, interesting day with birchbox.  My may 25th order is still missing in action and hasn't even shipped out yet :(

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I finally got my order from the 18th.  I had ordered

 

shave with benefits shave foam

shea terra moroccan mud poo

and a two -pick

 

 

I got the above items - my two pick was opi tinted nail polish in purple & joan vass perfume sample - but they also gave me full sized 12 benefits instant healthy hair treatment(6 oz).  I think they messed up.

 

I also got a bonus 2 pick due to a massive horrible order issue - that came today too.  I thought I was getting a few foils or a small mini - what I got was a 4 oz malin + goetz vit e face moisturizer & 1 oz of bare love body body fuel. I am shocked over the 4 oz size of the face cream...

 

 

so, interesting day with birchbox.  My may 25th order is still missing in action and hasn't even shipped out yet :(

Wow!  That's either a mess up or they want to keep you sticking around.  My pick two will most likely be cruddy like it is about 95% of the time.  I am hoping for a shipping e-mail soon.  

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I know  - I just looked up the malin + goetz face cream - that is full sized - 45 bucks!!  The 12 benefits hair treatment is 19.50.

 

I am still in shock. 

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heres my email

 

but the 100 points are not on my account, i figured id wait till tomorrow to see if they update

and there was no email after this

i also sent one on my other account since that order didnt ship yet either and they didnt bother to reply to that one

 

Megan (Birchbox Ops)

May 07 11:17 AM

Hi Angela,

Thanks for reaching out. I'm sorry for the trouble with this!

I have escalated your order to our logistics team to ensure that it ships out promptly, and will be following up with you once I have more detailed information. Please know this is not typical of our service, and we truly appreciate your patience!

Again, I deeply apologize for the delay with this order. Rest assured, we will get this taken care of for you!

In the meantime, I have also added 100 Birchbox Points to your account for the trouble, which is equal to $10 in our shop. You are able to read more about our Points Program and other ways to earn here.

Please let me know if you have other questions or concerns. For further assistance, you can also give us a call at 877-487-7272 (M-F 9a-9p EST) and we'd be happy to help.

Megan
Discovery Specialist

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I was really hoping I'd have a response to my e-mail when I woke up to get ready for work, but nope. 

Thought about sending them another one asking them to refund my shipping, but I guess I'll just wait for them to respond rather than adding to the number of e-mails they're already dealing with. Or maybe I'll just call in the morning. 

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I was really hoping I'd have a response to my e-mail when I woke up to get ready for work, but nope. 

Thought about sending them another one asking them to refund my shipping, but I guess I'll just wait for them to respond rather than adding to the number of e-mails they're already dealing with. Or maybe I'll just call in the morning. 

I wouldn't let it go for too long.  I would send another e-mail and hopefully whoever gets it will be more responsible.  

 

The hubby and me are going away for a long weekend to celebrate him graduating nursing school.  Which means no internet service.  Except what I get on my phone and the mobile site stinks for BB.   Haven't tried this site yet on my iPhone.  If it works I will certainly be  checking out the forums to see what the heck is going on.  

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SO…I just looked back at the new order Joey put in for me and just e-mailed her back:

Hi Joey -

 I haven't changed my address in the 2 years I have been with Birchbox.  I looked back at the new order and I see that the shipping is standard and not the free 2 day I had originally selected.  Is this because of the warehouse issues that have been going on since the move?
 
Kait
 
If I ordered free 2 day…perhaps there was a reason why (between you and me MUTkeeters…there isn't…I just want my pretties faster.)

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Okay, I placed an order at 3:45 this am and I seriously just now got a tracking number for ALL OF IT! Maybe that means the warehouse woes are ending, ladies!

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Ugh.  I lost my tracking e-mail for an order I placed a couple of days ago that should be delivered today.  I am just dumb or is there no way to track a package from the order page? 

Edited by Linnake

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well, they just re-placed my order for the 25th, as it wasn't moving out of the warehouse...

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Lol they finally responded to my email & just said it's out for delivery today. No apology. No explanation as yo why it was late when I paid for expedited shipping.

 

Sigh. Whatever Birchbox.

 

I'm just hoping it's all in there when/if it actually comes.

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@allistra44  If you paid for expedited shipping, you should call and complain about it.  They should refund the shipping costs at the very least!

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@allistra44  If you paid for expedited shipping, you should call and complain about it.  They should refund the shipping costs at the very least!

Oh they'll be hearing from me! Especially with an email like that.

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Hahaha ok so yes, I did get my package today. However it was missing the item I actually needed, the gift for my boyfriend, and the sample pack. Seriously.

 

But I called and the girl was super nice. They're sending both items next day for me, free of charge + giving me more points.

 

She said I should get the shipping notice soon and I really hope thats true! I'm obsessively checking my email.

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I have two orders that have still yet to be shipped.  Today is day three, so I'm trying to be patient.  At the same time, the last two orders (that I just got today) took a friggin week to ship out, and took over a week to get here by UPS after they shipped.  

I was going to give them until end of day to get my tracking info to me, but then tomorrow is already Friday, if I wait it'll be end of next week before I hear anything knowing them lately.  It has been a month since they moved warehouses, come on BB, get your shit together finally!  They are running out of understandable excuses in my opinion.  

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Here is the response I got to the e-mail I sent this AM:

 

JoeySergi_01.jpg

Joey (Birchbox Ops)

May 08 05:29 PM

Hi Kait,

Thanks for getting back to me! We recently switched warehouses and the new warehouse has a stricter address verification system. I have updated your address so that this is not an issue moving forward.

I've fixed the order to be sent out next day air. You should see a new order in your history.

Very Best,

Joey
Discovery Specialist
Birchbox | 877-487-7272 | @BirchboxOps

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Here is the response I got to the e-mail I sent this AM:

 

JoeySergi_01.jpg

Joey (Birchbox Ops)

May 08 05:29 PM

Hi Kait,

Thanks for getting back to me! We recently switched warehouses and the new warehouse has a stricter address verification system. I have updated your address so that this is not an issue moving forward.

I've fixed the order to be sent out next day air. You should see a new order in your history.

Very Best,

Joey

Discovery Specialist

Birchbox | 877-487-7272 | @BirchboxOps

wow. joey is a female. i thought i was talking to a guy the whole time when i had her last week. whoops lol

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Sigh. Here we go again!

 

On Sunday I placed an order for 2 of theBalm's Instain blushes, a two pack of MeUndies for the boyfriend, and a pick two. I picked two day shipping which meant it should have arrived Wednesday but never got a tracking notice and it didn't get here Wednesday. Took them until Thursday morning to reply to my email & they said that it should be out for delivery. 

Got the package today and it had just the two blushes. So I called & talked to a super nice rep who told me she'd next day air the rest of the order for me & I'd get it Friday. 

It was getting late in the day & I still hadn't gotten a shipping notice, so I emailed her again & she assured me it would be sent out. 

 

Just got a shipping confirmation at 3:15 AM. For the two blushes I already got and a sample pack.  :blink:

 

WHAT? Not what I needed, Birchbox! 

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So a couple days ago I finally received my in full bloom order, ordered on the 26th and received on the 7th, it was missing part of my order. Then I ordered the Free for all box on Sunday the 4th and still don't have shipping. I called on Wednesday and they said it would ship immediately because everything was in stock, and now it's Friday and it still hasn't shipped, I'm going to seriously chew them out today!

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