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Birchbox Shipping/OOS/Warehouse Issues

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As far as I can tell they actually don't have a phone service at all anymore. It's been like that for a few months. They want you to use their chat feature during their normal business hours or send a message. I've heard good things about chat correspondence as well as facebook messages. I've not gotten great results myself by emailing. When the codes for referrals didn't go out I was told to just place my order, send my order number to my specialist and they would apply the discount. Meanwhile people who asked the same question via chat got 100 points added to their account.  :wacko:

I've tried their chat.  They don't reply in under 10 minutes.  By then I've gotten a call and had to click away from the chat.  I ended up continuing the conversation via e-mail, which did not lead to an acceptable resolution for my issue with my September Birchbox not having the description card.  

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I finally scheduled for them to call me today, and thankfully all has been resolved with my issue. I went through the live chat and that was terrible and took forever, and then emails back and forth for a day. But after actually talking to a real live person the problem is fixed finally!

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so I was missing two samples in my Decemeber birchbox. Emailed CS and they said they would send me a new box and I would have it in 10 business days.  Well that was 10 days ago, and haven't gotten a shipping notice (which they said they would send me). Do i send them another email?

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so I was missing two samples in my Decemeber birchbox. Emailed CS and they said they would send me a new box and I would have it in 10 business days.  Well that was 10 days ago, and haven't gotten a shipping notice (which they said they would send me). Do i send them another email?

That's probably a good idea.  Once I was missing an item and emailed hoping to have it shipped separately.  They said they were sending a whole new box but it never came. I think I ended up letting it go because I got the missing item from Ipsy or in a mystery sample pack. I miss the days when you could call their hotline. 

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That's probably a good idea.  Once I was missing an item and emailed hoping to have it shipped separately.  They said they were sending a whole new box but it never came. I think I ended up letting it go because I got the missing item from Ipsy or in a mystery sample pack. I miss the days when you could call their hotline. 

 I  know its hard not to speak to a live person! Get a live chat or something!! Long story short, they sent all out the Dec. boxes so they gave be 50 points and a free February box! So I'm okay with don't really need more perfume!

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So, I placed an order a few weeks ago and my box finally arrived yesterday.  It was missing one item that I had paid for (the No. 4 detangling comb).  I was able to get someone from customer service to assist me via chat, and he was really helpful.  The weird thing is that my invoice showed 3 items ordered and a total of 2 that were sent.   

The discovery specialist looked into it and said they no longer have the comb and would not be able to fulfill my order.  I was offered a refund, but no points or anything as a 'sorry.'   I'm OK with the refund because there are too many issues lately with placing orders (I posted on the monthly thread, but another order I placed was supposed to ship free but the site kept adding $5 shipping. I was told to place my order and then I would be issued a refund. . . I put the order in yesterday but have yet to hear back about when to expect a refund).

I think this is a sign that it's time to cancel my other box (I closed my second account last month) and do my shopping elsewhere.  The hassles just aren't worth it. 

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I think this is a sign that it's time to cancel my other box (I closed my second account last month) and do my shopping elsewhere.  The hassles just aren't worth it. 

My thoughts exactly. I am tired of their inconsistent service and non-transparent changes.

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Birchbox warehouse and CS is driving me crazy nowadays. There is a huge quality decline. The most recent big issue was with the sunny side box. First glasses were cracked (got replacement), then kopari oil turned out to be completely dry (just glitter on inner walls and dropper) which I'm trying to get resolved but finding unresponsive CS front. There is no quality control in their warehouse st all. Did anyone else experience the same issue with Kopari?

Oh, they started charging immediately (not when product is shipped out as usual). And it took them 9 days to figure out product I ordered is OOS and took 15 days to refund the money they charged :/ CS takes many days to respond even on Facebook. I don't like this new Birchbox :(

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So I just received an order, I used the PAMPERME code which was supposed to include a 12 piece kit of both full and sample sizes. Did not get 12 pieces, I got three. :( So disappointed but I already reached out to their CS and said that had I known that set was going to sell out or if there were problems with it I would've used another code (specifically the one for the skin set or the one for the speaker). They got back to me and said there were inventory issues with the pamperme set and are sending me the speaker. At least they made it right, I got a response within minutes of sending that email.

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I was unsubscribed for a long time and just resubscribed at the beginning of this month (September 7) to get the full size MAC lipstick gift with subscription. They didn't ship my box until today and this is their response to my inquiry:

"Unfortunately it looks like the box we intended for you is currently unavailable, due to unforeseen inventory issues. We didn't want to send you a box with product that didn't fit to your Beauty Profile so we have issued a full refund for your charge. This is certainly not the standard nor typical of the service Birchbox strives to provide and we sincerely appreciate your patience and understanding with this issue."

Please note that they also cancelled the MAC GWS although the refund is for this month's box only and they didn't cancel the recurring subscription charges! They couldn't even send the curated box and they took almost 20 days and my inquiry to tell me they won't be sending anything. When I left Birchbox, the service was not this bad. Is this the new norm? Not a happy camper here :(

PS: I asked about the GWS and pointed out that this is Birchbox's mess up and not mine. CS rep said she is sending the freebie as a one time courtesy. 

Edited by pearldrop
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On 9/24/2018 at 9:57 PM, pearldrop said:

I was unsubscribed for a long time and just resubscribed at the beginning of this month (September 7) to get the full size MAC lipstick gift with subscription. They didn't ship my box until today and this is their response to my inquiry:

"Unfortunately it looks like the box we intended for you is currently unavailable, due to unforeseen inventory issues. We didn't want to send you a box with product that didn't fit to your Beauty Profile so we have issued a full refund for your charge. This is certainly not the standard nor typical of the service Birchbox strives to provide and we sincerely appreciate your patience and understanding with this issue."

Please note that they also cancelled the MAC GWS although the refund is for this month's box only and they didn't cancel the recurring subscription charges! They couldn't even send the curated box and they took almost 20 days and my inquiry to tell me they won't be sending anything. When I left Birchbox, the service was not this bad. Is this the new norm? Not a happy camper here :(

PS: I asked about the GWS and pointed out that this is Birchbox's mess up and not mine. CS rep said she is sending the freebie as a one time courtesy. 

Ya, seems as if this is the new BB (or the norm now).  They should know when a long time subber, that unsubbed, then comes back, appreciates it a bit.  Anyhow, it's nice they are sending a freebie.  Let us know what you get!  ❤️ Freebies!

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On 9/27/2018 at 8:30 AM, Twitter Beauty said:

Ya, seems as if this is the new BB (or the norm now).  They should know when a long time subber, that unsubbed, then comes back, appreciates it a bit.  Anyhow, it's nice they are sending a freebie.  Let us know what you get!  ❤️ Freebies!

Thanks :) I received the advertised GWP, MAC lipstick in Gumball, but the CS rep sent it to my old address in the system (my subscription and order had my new shipping address). There was a bit of drama in there, I tried really hard to reach the new occupant of my old house to retrieve my package and the new tenant couldn't care less, didn't bother to respond 😕 Luckily, I am still in the same city and managed to get it :)   

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