Little Lace Box

[kitkat3]

some poor lady at MSA mentioned that she did this and they called her a thief in every email correspondence she had with them. what the what? 

If they really want to crack down on this, then they should also check for duplicate addresses and duplicate credit cards. 

I understand that they do not want people to use coupons and such, but if there is a loophole, then there is a loophole.  If they really think it is stealing, then they need tighter security to prevent that and really vet any new customers to prevent this type of behavior.  I think they need to chill and relax.

Poor lady? sorry I don't agree with this.. especially considering the time period (within a year.. I am unsure how long she was subscribed before she decided to cancel).

Oh I unsubscribed but then I decide I wanted to start again so I just went ahead and started with a new email so I could get the discount again? Sounds like she KNEW it was supposed to be a one time thing.

It also sounds like they have a way to check (whatever it may be..). If this is how they have to stop the loop hole.. then so be it.

I don't think it is unreasonable for them to do this.. otherwise what is stopping people from creating a new email every other month and using a coupon code to get the discount over and over?

 

[biancardi]

Poor lady? sorry I don't agree with this.. especially considering the time period (within a year.. I am unsure how long she was subscribed before she decided to cancel).

Oh I unsubscribed but then I decide I wanted to start again so I just went ahead and started with a new email so I could get the discount again? Sounds like she KNEW it was supposed to be a one time thing.

It also sounds like they have a way to check (whatever it may be..). If this is how they have to stop the loop hole.. then so be it.

I don't think it is unreasonable for them to do this.. otherwise what is stopping people from creating a new email every other month and using a coupon code to get the discount over and over?

It was the WAY they handled it.  They called her a thief.  That is my objection and yes, I will call her a poor lady, because I feel sorry anyone that gets called that - from  a company who obviously allows this type of behavior.

It is not unreasonable for them to do their rules and so on.  But to call a customer a THIEF every email correspondence?  That is okay?  Sorry, not in my world. Just explain to the customer that this isn't allowed and leave it at that.  No need to get personal like that.  If they were serious about this, there are tons of vetting processes they could purchase to handle this.  I work in security and we have to vet user accounts all the time to prevent dups.

this is my issue with this sub - it is all hot headed, very personal, lots of attacks on customers.  Not cool.  But if their business is to cancel everyone who "slights" them in any manner, they won't have too many customers - they are arrogant to think that because there are so many women in the USA (re: brownings email from them) that word won't get out about their customer service.

BTW - people do this with other subs all the time.  It isn't an issue and I have never seen birchbox call someone a thief for opening up multiple accounts.

 

[Mopeysealion]

I would really like to know if Liz sells email addresses to sub boxes. That would make me unhappy. That just seems so out of character, I would be very surprised.

I am not as brave as Browning to repost emails, but the emails I got were from Kat Taylor in customer service, and info@littlelacebox without a name/greeting/closure in the responses.

When I went back to look at my email records the last email was closed with "Follow the Sun Customer Service" brought to you by LLB. Well, I did get burned..

 

[Stella Bella]

Liz at MSA posted the following about MSA comment policies:

I’ve had a few inquiries about this lately – so I wanted to do a quick post about our policy on commenter privacy. A few readers have been contacted by a subscription box company regarding a comment they made on MSA, or have heard about another commenter that it has happened to.

We have never shared anyone’s email address with a company – and would never do that without your permission. (And I’ve never even been asked by a company for a commenter’s email address).

I would guess that in these cases the subscription box company that contacted the commenter was able to determine who the customer was by name and/or context of the comment.

Let me know if you have any questions!

I'm so happy that she cleared this issue up! Yay to integrity!

 

[crowsgirl15]

This entire debacle is shocking to me. No one deserves to be talked to like that, especially not for voicing an opinion on a website. There are way worse things that Browning could have said that STILL wouldn't have justified that sort of response. I'm actually shocked that anyone is sticking up for the company in this situation...especially considering this is starting to look like a habit for them.

Has anyone tried to comment about this on their facebook wall? I'm sure it would be deleted, but I would be so curious about their response.

That being said, I cancelled my subscription, simply for the principle of the thing. I refuse to give my money to a company like that, I don't care how much I like their box.

 

[somedaysunday]

I'm SO glad I saw this thread and the discussion on MSA - I was seriously about to subscribe!  I would NEVER do business with them now, knowing how unprofessional they are to the core.  

Browning had every right to express her opinion on the product she paid for - and other readers had a right to hear her opinion.  

Shame on LLB.

 

[lauradiniwilk]

I am picturing Daddy Bryan reading this thread and saying GOOD RIDDANCE, because he didn't want any of those OPINIONATED LADY DOLLARS anyway. 

 

[Claudia Solt]

This was the email I received during a correspondence about the canvas print. Nothing instigated it. I find it completely rude and insulting to their customers and have cancelled.
 

Apr 23, 11:42 AM

Ok, we will send this through and see what they say. By the way, we really enjoy your posts on MSA (I know we disappointed you with those earrings), but at least you’re not rude or uncivil with us. We know we aren’t going to make everyone happy all of the time, but try and we get some crazy emails from people who get so angry at us. My favorite is the one that started off, “which one of you sisters was dumb enough to send me a broken teapot?” That one is at the top of our wall of shame. Why would we ever intentionally send someone a broken anything?

Needless to say, she was canceled immediately. My father absolutely won’t put up with anything like that. Since he backs our company financially, he is a majority of one on some issues, and he won’t put up with people acting inappropriately (as defined by him). We joke that he is the Darth Vader of subscription boxes. No one wants to “inform Lord Vader that the prisoners have escaped.” The same is true with him.

We really appreciate your great sense of humor (something most of the people on MSA don’t have). It’s scientifically proven that you have to have an above average IQ in order to have a sense of humor, so count yourself among the Jon Stewart, Stephen Colbert and John Oliver’s of the world. Take care.

 

[Hectors Friend]

It was the WAY they handled it.  They called her a thief.  That is my objection and yes, I will call her a poor lady, because I feel sorry anyone that gets called that - from  a company who obviously allows this type of behavior.

It is not unreasonable for them to do their rules and so on.  But to call a customer a THIEF every email correspondence?  That is okay?  Sorry, not in my world. Just explain to the customer that this isn't allowed and leave it at that.  No need to get personal like that.  If they were serious about this, there are tons of vetting processes they could purchase to handle this.  I work in security and we have to vet user accounts all the time to prevent dups.

this is my issue with this sub - it is all hot headed, very personal, lots of attacks on customers.  Not cool.  But if their business is to cancel everyone who "slights" them in any manner, they won't have too many customers - they are arrogant to think that because there are so many women in the USA (re: brownings email from them) that word won't get out about their customer service.

BTW - people do this with other subs all the time.  It isn't an issue and I have never seen birchbox call someone a thief for opening up multiple accounts.

Exactly!! You can't insult your customers or call them out.  (I mean you can but does that make sense?) You won't succeed and you will get a well deserved bad reputation.  It's about customer service.  What you say and how you say it makes a difference.  for example, I was returning something at the store but the manager's attitude and non chalant comment took me from being somewhat calm to escalating it to being angry.  Had she handled it nicely that would have been a big difference.  

Birchbox has excellent customer service and so do a few other subs that I've had issues with items leaking or something.  I've never seen them be the least bit snarky.  Take a lesson LLB.

And thanks for being able to understand what I was trying to say in that other post.  I didn't proofread it.  LOL 

 

[biancardi]

@CreativelySwank  O....M....Gawd!

so the sisters are fine with this.  Seriously.  They have a LOT of nerve to talk about rude people when it seems that whole family is rude

btw this part makes no sense at all

We joke that he is the Darth Vader of subscription boxes. No one wants to “inform Lord Vader that the prisoners have escaped.” The same is true with him.

as a huge star wars fan, how does this relate to customers to a subscription box who are unhappy?

that they cancel at whim?  Nothing.  are the customers prisoners? 

 

[chachithegreat]

Omg are they really complaining about their customers to other customers? WOW

 

[kkat]

Just FYI - Was glancing through these comments on MSA and noticed that Liz replied to someone:

Liz Cadman:  "Just to let you know – we won’t be reviewing this box anymore."

 

[Stella Bella]

Wow, they are really vindictive especially the whole stalking sites like MSA, tracking down commenters that have slighted them (real or perceived), sending rude and unsolicited emails, berating their customers, and then canceling accounts as retribution.

"We really appreciate your great sense of humor (something most of the people on MSA don’t have). It’s scientifically proven that you have to have an above average IQ in order to have a sense of humor, so count yourself among the Jon Stewart, Stephen Colbert and John Oliver’s of the world. "

Wow, just wow! I believe that it requires an above average IQ to effectively deal and finesse situations involving interactions with customers (and people in general) and to successfully run a business. Just my opinion as someone who was very interested in this sub but not anymore...

 

[raisin]

At this point, I really don't care about how well anyone's experience with their customer service has been in the past. I really can't believe how they carry themselves as a business.

 

[biancardi]

Good for  Liz (that she is no longer reviewing the box anymore)  I think that should send a signal to Darth Vader and his stormtroopers that this type of behavior DOES get out on forums and chatboards.  Word of mouth travels very fast and you'd think with all of their marketing research background, they would have known that.  

look how kloverbox (one of my FAVORITE boxes and I just signed up for another 6 months) dealt with an item that had issues - she worked with the vendor (props to the vendor as well) and everyone got a great item to replace the bad one that went out.

No snide comments, no canceling of subs.  I like that Kelly @ kloverbox listens to my suggestions even if they may not be things she can or wants to do - she treats me with respect and I will treat her and her company fairly and with respect back.

And I am sure Kelly is just as passionate about her sub as LLB is. 

Another great sub is herbal bliss - the owner really tries to make it up for her customers when something goes wrong and never gets irate with anyone.

There are a lot of great lifestyle/beauty subs out there, LLB just won't be on my list.

 

[NotTelling]

DId anyone who cancelled (or was cancelled) have an annual sub? I'd like to know if a refund is involved.

Also, have any of you been contacted by LLB in response to recent posts here?

 

[somedaysunday]

Just FYI - Was glancing through these comments on MSA and noticed that Liz replied to someone:

Liz Cadman:  "Just to let you know – we won’t be reviewing this box anymore."

I'm guessing "Darth" didn't cancel Liz's sub.  But, hey, no worries, right? There are 156,999,999 more women in the US.

As someone mentioned on MSA, this is the age of the internet. Repeated offensive behavior has real consequences. 

 

[sam4425]

I'm guessing "Darth" didn't cancel Liz's sub.

Actually, they sent the boxes to MSA for free.  It doesn't seem like MSA ever had its own subscription.

 

[biancardi]

that is even worse - a free box and no review!!

 

[lauradiniwilk]

"My father absolutely won’t put up with anything like that. Since he backs our company financially, he is a majority of one on some issues, and he won’t put up with people acting inappropriately (as defined by him)."

Majority of one...as defined by him...so the daughters don't support his cancellation policy, but also seem to enjoy putting customers on their "wall of shame" (which there is zero doubt in my mind actually exists in real life) and putting down MSA commenters.  Someone get this family a reality TV show, stat.  Hopefully the girls learn and grow from this experience, eek.