Posted by on in Little Lace Box News, Subscription Box News | Tags: | 41 comments

Little Lace Box October Box – Shipping Delay Update

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FYI – Little Lace Box has just emailed subscribers to let them know about a shipping delay with the October boxes:

Hello LLB Subscribers,

If it wasn’t bad enough that a nationwide internet attack brought down our website for several hours yesterday, we then received the news that one of our products for the October LLB had not even shipped to us yet. Consequently, we must apologize for an unexpected delay in the shipping of the October Little Lace Box. We’re unfortunately waiting on a single product that our supplier shipped very late due to some internal warehouse problems that they just admitted to us yesterday. After days of silence, we finally received an email that started out:

“We fully understand the problems and pressures you have as a business and to not get the goods in a timely manner is not right. We have let you down and in turn hurt your business. I am sorry. I do want to take this opportunity to explain what happened to cause this disruption and the challenges we have encountered.”

Dealing with suppliers is the most difficult part of this job, but our problem shouldn’t be your problem, so we will be adding an additional item to the October box, and hope that you will accept our apology for the delay. It looks like shipping will begin on Thursday, October 27th so we’d like to offer you the opportunity to hold your box in the event you will be traveling or away from your homes during delivery.

However, we realize some of you would prefer a refund and we completely understand and accept responsibility for this issue, so please contact us at info@littlelacebox.com and we will be happy to refund your purchase.

Thank you for your patience and continued support,
LLB Team

Written by Liz Cadman

Liz Cadman

Liz is the founder of My Subscription Addiction. She’s been hooked on subscription boxes since 2011 thanks to Birchbox, and she now subscribes to over 100 boxes. Her favorites include POPSUGAR Must Have, FabFitFun, and any box that features natural beauty products!
All views in this review are the opinion of the author. My Subscription Addiction will never accept payment in exchange for a review, but will accept a box at no cost to provide honest opinions on the box. This post may contain affiliate/referral links. Read the complete My Subscription Addiction disclosure.

41 Comments

  1. I have not received the email at all – not in my spam folder.

  2. Yay! Got my shipping notice! I am surprised that there hasn’t been any spoilers?

  3. Any updates Liz? It is a few days after the 27th has anyone gotten a shipping notice yet? I guess this is now the November LLB I was hoping to use some of the items as a housewarming gift I am putting together for 11/2 guess I better go shopping this weekend because this box will probably not arrive in time. Grrrr! Delays are no fun!

    • I just received an email from Little Lace asking for my survey to be filled out because there’s a clothing item in it….I just filled it out at the beginning of September!

      First they have a delay, now mine is delayed even longer because they said I didn’t fill out my survey. Not happy with this being my first box. 🙁

  4. This is a really amazing way to handle a vendor delay and their CS is usually great but I’m a little sad at LLB this month. The account page says auto renew and that’s apparently untrue and by the time I found out it was too late for October.

  5. This is what Lit-Cube should have done with their Lost in Austen boxes! Well done LLB! This is true customer service!

  6. There really are amazing. They always deal with everything like adults. They truly care about there customers and it shows… There are so many boxes out there that really need to look to LLB for a lesson on how to treat paying customers.. If your reading this LLB… Look at all the love that you have here.. Your the BOMB. Keep up the amazing job …Big ?

    • Wow I’m amazed to hear this as I never got any email explaining a delay at all. I’ve been sending instant messages and emails and haven’t gotten any answers. It’s unfortunate they had a problem with a supplier…it does happen. Wish I would have gotten the email before I sent messages though lol. I guess my email is lost ?

  7. I adore the people behind this box! So classy! They could’ve easily not said anything, not offered refunds or to hold the box( which never in my life have a seen a sub box do!!!) and taken the way out every other box does but they are truly different! Also anytime I’ve ever reached out to customer service not only do I always get an immediate response but the owners are the ones who respond! This box is by far the best box in the history of sub boxes, curation is one of a kind!

  8. Has anyone received the gift card that was supposed to come when you bought the 6 month deal? I’m not sure if it will be sent when the box ships or if I should have already received it.

    • I’ve been wondering the same thing. I signed up for the 1 year subscription and haven’t received it or heard anything from them about it.

      • So glad you wrote this – I forgot about this. I’ve not received mine either for the one year sub

    • I got an email with code few days ago. I bought one year deal.

    • I received my gift card code via email on Wednesday.

    • LLB is great with getting back to you if you haven’t yet reached out to them. I had an issue and within a few days I had a response that make smoothed things out. If you haven’t reach out to them try that route and share it here for future gift card issues if you don’t mind.

  9. I really do not mind waiting, but should these boxes plan out at least 2-3 boxes?

    • They have switched to more customized products so it could be one of the customized items that they can’t plan too far ahead for. Apparently only 1/3 of the people responded to their first survey for personalization.

  10. Did anyone else not get the email from LLB? I’m getting worried that I might not be getting the box, since I didn’t get the email.

    • You might want to check your junk mail folder.

    • I haven’t seen an email either and I just deleted my job no folder and didn’t see it there.

    • I haven’t received this email. And no – it is not in any other folder either.

    • I didn’t get an email, and I purchased the single box. (I checked my junk folder too.) I sent a quick email just to confirm that I’m still on the list for this box, but I don’t expect to hear back until Monday at the earliest.

    • I did not get any emails in any inbox either and have been a subscriber for over a year

      • I did get an email, it was sent directly to my inbox.

      • Same here. I don’t really care if I get the email, as long as I get the box!

  11. I really appreciate they reached out. I don’t NEED to have my box right this second, and there is nothing they can do to fix those kind of situations. Honesty works for me.

  12. LLB shows the world of subscription boxes, especially the smaller ones, how to deal with delays: inform everyone, explain the situation honestly, and offer to either hold the box or give a refund. That’s true class! Between this and their understanding that not everyone celebrates Christmas, and their willingness to offer an alternative to those of us who don’t, and of course their excellent curation in both the main box and the Serendipity boxes, this company is truly an outstanding example of what can be achieved — and an example of what others should aspire to.

    • Hello Mimi, is the customization for the Christmas items a part of the December box? I don’t believe I was sent any sort of notification about that, did you receive an email? I don’t recall that being in the survey! Thanks for letting us know, LLB does have amazing CS!

      • It wasn’t a customization. It was that the next Serendipity box would have a Christmas theme, and that if you didn’t celebrate Christmas you could send them an e-mail and they would not send you that box. They are the only subscription I have ever seen (at at one time I subscribed to over 50 boxes — sad, I know) that has in any way, shape or form acknowledged the fact that not everybody celebrates Christmas and offered an alternative of any kind to receiving a box that, for the most part, includes at least one Christmas-y item.

    • Well, put, Mimi. Absolutely agree.

    • I am glad you enjoy LLB,but this is not the first delay for them…and as far as CS…After their first year of blunders,I am glad they are working hard to get the bad vibes they caused by themselves resolved.But I would not say they are the gold standard of boxes by any means.

      • I agree, Kathleen.

  13. Ok, so wow. During the last promotion they had I was in the unfortunate situation to have had no Internet or power for five days due to Hurricane Matthew.
    When I finally did reach them by email, I gave them my address so that they could verify I was actually telling the truth and requested they allow an exemption for being only one day after the promotion ended. They would not.
    One one hand, it saved me some money. Although I was a little disappointed.
    Karma
    Truly unfortunate for everyone. So sorry you guys are having to wait, I know how frustrating that is.

    • Michelle,

      Since they were in the midst of Hurricane Matthew and its after effects, I would guess that more time was needed to get things up and running, especially when returning emails and phone calls.

      Also, the discounts were so great on the one year and six month LLB subscriptions, that once they reached a certain number sold (of their determination) there were no more available. I missed out too and I’m in TX.

      I think all those factors mixed together made it difficult for them to change anything at the time you requested.

      Glad you made it through Matthew ok!!!

      Save the karma for another subscription box company that truly deserves it. (Don’t even get me started on the PopSugar “Blind Box”! Bingo anyone?) ?

      xx
      Keri

  14. I appreciate the care and concern that LLB has for their subscribers. They do not disappoint in their boxes or there communication.

  15. I want my box bad ..lol, but the way they handled this and as excellent as their boxes usually are I don’t mind a bit to wait:) I think what makes customers so mad is when they are kept in the dark but this company has been constantly good about keeping their customers in the loop..good or bad news:)

  16. As they attempt to personalize the boxes more I expect delays to be more common. I mean monograms in last months box must have slowed down packing. This month the were asking for sizes. They are trying not to be a one size fits all sub and giving us the opportunity to give preferences, then, unlike most subs trying to adhere to them. I hope that this doesn’t cause them a problem as they are one of my favorite subs. I’m glad they notified us about the delay. They don’t normally ship until the 20th of the month anyway and use 2 day shipping. They usually ship December early for gifting and travelers.

  17. Sucks that I have to wait. I’m always so curious and llb never gives spoilers!
    But this is the perfect way to handle a situation like this, better to me transparent and explain any delays or changes as soon as possible than to wait until customers are mad and then explain whats going on.

  18. I don’t even sub to this box, but I’m very impressed with their customer service communication. This is the exact right way to handle something like this. Other boxes could really take a lesson.

  19. Whew, glad to know what is going on so I can stop checking my account every 5 seconds haha. I appreciate the information, thanks MSA! I cannot wait to get this box, and I don’t mind waiting if that means it will be perfect, right?!?

  20. I’m really happy with the way they have communicated this delay with customers. I look fwd to LLB every other month and while I’m not thrilled to wait longer, I imagine they are even less thrilled with the situation this puts them in. I hope people stay kind, and realize it’s not in their control at this point and they are still trying to make it right. I’ve seen these comments get a little snarky at times. Thanks LLB!! Can’t wait for my October box!

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