Birchbox Shipping/OOS/Warehouse Issues

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The tracking for my Oct box hasn't moved since Oct 3rd (stuck is Fishers, IN) so I contacted CS and they won't send me a replacement (box is out of stock) and just credited me for it so I'll get a free Nov box.  :/

 
Ok, this is weird.  Last month I got one box but another box was displayed in my account.  This month I get a box marked mishap.  It is torn, there is no card, no tissue just five items rattling around.  I've just about had it.  If I drop Birchbox I can justify the Zoe Box.

 
:/ I got an automated reply saying my gwp ran out and that it could not be shipped. "Please be assured you were not charged for the item". Then it ends. I was like, that's it?? Couldn't you throw in even an extra booby prize mystery sample pack? I already ordered it so it wasn't like I was trying to use a promo that had been discontinued. The promo was worth about 30 bucks so its not like I thinks its unreasonable. Hey ill even take another ace tea bag kit tgat was like $2 value.

I emailed cs. If nothing else that reply system should be rewritten.

 
crescentmoon said:
:/ I got an automated reply saying my gwp ran out and that it could not be shipped. "Please be assured you were not charged for the item". Then it ends. I was like, that's it?? Couldn't you throw in even an extra booby prize mystery sample pack? I already ordered it so it wasn't like I was trying to use a promo that had been discontinued. The promo was worth about 30 bucks so its not like I thinks its unreasonable. Hey ill even take another ace tea bag kit tgat was like $2 value.

I emailed cs. If nothing else that reply system should be rewritten.
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I had this happen when they were supposed to send a Juliette Has a Gun perfume sample. The email said they weren't sending the sample and I wrote a cranky email to CS. They sent a pick two separately. Then when my order arrived it had a completely different GWP in it. They sent the setting powder sample they used to have. You should get something either a replacement GWP or a Mystery pack or both. 

 
Noel S. said:
I had this happen when they were supposed to send a Juliette Has a Gun perfume sample. The email said they weren't sending the sample and I wrote a cranky email to CS. They sent a pick two separately. Then when my order arrived it had a completely different GWP in it. They sent the setting powder sample they used to have. You should get something either a replacement GWP or a Mystery pack or both.
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They wrote back and said anything available in the gwp. I asked for the eyeko lash curler.

 
Cashed in my pts on the Ace sale for a Lovely Day box...mostly for the perfume...and it arrived broken and reeking, even though it was safely packaged...and they can't do anything about it...no big deal except the tea was soaked in perfume...the whole box was soaked..I seriously wonder if someone knew it was busted when they packaged it...

 
New issue. Just realized I never got the blowout collection. Looked at my shipping notice and a label was created and never shipped. I emailed cs. But if I never remembered I wouldn't have known.

 
Does Birchbox Customer Service ever answer the phone lately?  It doesn't matter what time I call lately, there's a message stating their currently closed or currently unavailable due to high call volume and please check out their helpdesk at [email protected].  Since when do they close at 5pm EST and not answer their phone any time between 9am and 5pm?  I hate e-mailing them because either my issue never gets resolved or it takes 5 e-mails with pictures to get it resolved.  

 
PeridotCricket said:
Does Birchbox Customer Service ever answer the phone lately?  It doesn't matter what time I call lately, there's a message stating their currently closed or currently unavailable due to high call volume and please check out their helpdesk at [email protected].  Since when do they close at 5pm EST and not answer their phone any time between 9am and 5pm?  I hate e-mailing them because either my issue never gets resolved or it takes 5 e-mails with pictures to get it resolved.  
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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:

 
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I've come in here to read things before but this is my first post. Partly because I'm at a loss. I've been really annoyed at birchbox lately and recently received a gift subscription card for them and for whatever reason the code keeps coming up invalid. I emailed and all I got was a response that told me how to redeem the code which duh I already know how to do! I've been with birchbox for years and this is getting so bad that I'm really considering leaving...so frustrating!

 
Noel S. said:
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:
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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.  

 
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!

 
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?

 
aaclever said:
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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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. 

 
Noel S. said:
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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 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!

 
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. 

 
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 :( /emoticons/[email protected] 2x" width="20" height="20" />

 
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. :( /emoticons/[email protected] 2x" width="20" height="20" /> 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.

 
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. 

 
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