I just wanted to give a heads up that this box seems to have pretty hit and miss customer service. And in the last couple months, its been mostly a big miss unfortunately. There is some kind of disconnect and lack of confirmations that we are used to from other subscription box services and even typical online shopping sites, where they don’t send a very clear or informative order confirmation statement after your purchases.
Also, every time I have sent an inquiry asking questions about the sub service or shop purchases, there has been a frustratingly long delay in their responding. I’m talking like over a week just for a basic question to be answered! And when I have received a response, its been the same form responses as Liz posted above. Word for word, the exact same, cut and paste. Its even worded the same on their site, so… where is the personalized touch and sincerity there? For such a premium pricing/sub, I would expect a bit more in terms of customer service and sentiment.
I’ve made multiple purchases over the last few months and have been waiting now for weeks to even just get clarity on when/if my orders have been or will be sent and if i can get any kind of tracking. Still no reply. And I can verify that payment has been made successfully for all of them- its just that the very limited info their site gives when you log into the “my account” section only states “unfulfilled” and the date the order was made- that’s it. It is SO vague.
To me, if you accept a customers payment and take their money immediately, then you should be prepared to at least have the courtesy to answer customer inquiries just as quickly and to provide to them some kind of idea (even if its a rough guestimate) of fulfillment status, so they can at least know when to expect movement and delivery.
So far, myself and 3 other people I know personally who have signed up during/since the holiday sales began have had this kind of lacking, frustrating experience. And it sucks, because we really want to love this sub and try something different and new(ish).
To be fair, I do have another friend who subs to this who has said she hasn’t had any issues and has had her email responded to in “a reasonable amount of time,” but she did say she only had to email them once, back in late Nov, so… maybe they have been behind due to growth? Maybe my expectations are different than others, but I do feel companies shouldn’t take longer than a week to respond to full paying customers.
I’m not sure what length of subscriptions the few friends I’ve (so far) encouraged to try this sub has signed up for, but it worries me that I could lose credibility for suggesting a sub that has been pretty unprofessional and inconsiderate with their communication and customer service. I don’t like the feeling of possibly letting my friends down, or having them wonder if they made a good decision based on my suggestion. I’m almost at the end of mine and am feeling pretty (if not totally) discouraged from continuing on if they don’t make some noticeable effort to care more about their customers. I know this is a relatively small company and they are trying to expand to the US and all, but when you compare their prices/product/model to the other comparable subscriptions, where you get more items and far more responsive and concerned customer service, it becomes difficult to justify.
I really would like to see them succeed, but I think it should be noted that they have some pretty significant CS kinks to work out, which should take priority over trying to rapidly build and increase their customer base with promotions and incentives.
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