Subscriber Survey: What’s Something You’d Like to Tell Subscription Companies?

I don’t need or want any more eyebrow pencils!!! I don’t even use them!

The founder of Pearlesque box either had the idea on her own or saw some of the comments here about rewarding loyal customers. I received an email from her saying that she wants to reward loyal customers by sending a box of goodies and also wants to publicly recognize us by putting together an instagram post! I don’t care to send a photo for instagram, but it’s an awesome idea! I’ve been with Pearlesque since their second box.

After seeing ipsy’s new June home page, in case they’re reading this survey…I want to tell them not everyone subscribed to Ipsy is a twenty something girl. Some of us are (gasp) middle aged! We are not excited to see girls sticking their tongues out or sporting blue eyebrows. This does not entice me or imply you will have products I’m interested in. I’d be so happy if you had some more mature models and Ipsy “creators.”

More berry tones and fewer nudes. If I wanted to look like I wasn’t wearing lipstick or eye shadow then I just wouldn’t wear them…

I know it’s been stated, but to offer deals to existing customers. I get that they’re trying to build a clientele, but when you subscribe to a box, they should offer you the same or similar deal to keep you with them.

Every once in awhile put some color in the makeup!! I have 5000 “nude” lipsticks and palettes. Give me something I can get a wow out of.

Is there any way to put a claim against Little Lace Box. I bought 2 annual subscriptions in October, one for my new daughter in law) and one Serendipity subscription. When they went out of business, it was too late to get my money back from my credit card company. I am out a lot of money and I imagine others are also. Is there a state agency that we could report to? What state are they from?

This is my 3rd post on this thread. I can’t recall ever doing that on a MSA thread before. That’s how much I live this question!

OK. I see a lot of “no more X” and then someone will say “but I love X”! Or a mention if getting lots of trending products because someone subscribes to multiple boxes within the same genre.

I think we, followers and reviewers, of MSA may not be typical sub subscribers. We are probably more like extreme fandom supporters because I would guess that the majority if subscribers out there may not subscribe to more than one sub let alone more that one in the same genre. So, I would say subs should focus on their niche and try to deliver the best products they can in that niche. Truly, if one were really good at it maybe so many if us wouldn’t subscribe to multiple sub’s within the same genre.

This is also why those profiles and the ability to at least skip and customize are crucial. If they really followed those profiles then you would have happier customers. And the ability to customize at least one thing us awesome but seriously. How come Julep manages it and not many else? That is why I have been with Julep for years. I can switch to a another curated selection and then I can still individually swap out each item. Many months I gave tailored mist if my boxes with Julep.

I know some people here are prolific swappers but personally I get frustrated when there are too many items in a box that I can’t use is give away to someone close. Because then I feel like I have been given a chore. How to get rid of X?

And the ability to skip would mean if you see a month where the box doesn’t feel like a good value to you; you can skip that box.

On the new customer promos versus currents customers. Look, companies I get it. You want to lure in new customers. I can sat though that the majority if my subs were boxes I thought about for awhile before subscribing and many didn’t have a special going in when U subscribed. One offered an awesome promo the week after I signed up. I guess I could have played the cancel, different e-mail game but I don’t want to do that. Let’s be honest with one another. Treat me right and I will give you my money.

For promos for current customers my 2 favorites are Julep and Honest Company (I know Honest has issues – this wipes recall has me miffed but there diapers and non affected wipes are awesome). Juleps points let you apply it back to the boxes and individual add ons. To me that’s better then credit in a shop. It goes back to something you are typically getting every month anyways. Every couple if months Honest sends out codes for you to pick out a full sized item. One time I got a diaper caddy. That’s how you reward people for spending money consistently with you.

Two things. I would like to SUSPEND a subscription box EASILY and likewise be able to RESUME them. If I had this option, I would be less likely to CANCEL a subscription box altogether. Once I cancel, I’m done.

Reward your current subscribers. 3 month will get you x, 6 months will get you xx, 9 months will get you xxx, etc. Customer service should be top notch and respond fairy quickly ( max 48 hours – for email inquiries). Skip button ( like Julep’s) would elevate service and subscription to a whole new level. I am going to extended trip to Europe and will be forced to cancel my existing subs. Keeps me from subscribing until my return.

1. I am so tired of nudes, neutrals, berries, and reds being the only lippie colors I ever see. A pink is so rare.
2. Same with black mascara and eyeliner.
3. Same with nude, neutral, or smoky eyeshadows.

I know they have to cater to what the biggest number of people will like, but yes. Especially in boxes where you fill out a profile and you check “Adventurous” colors everywhere possible. Even though I’m an active swapper and love swapping, it’s frustrating to not get very much of what I’d use myself in my boxes.

Yes please give your regulars some extra bonuses like you give to new people.

I would love to see lifestyle boxes at a lower price point, like $25. I don’t always have an extra $50 a month. Have an option for a mini-box with maybe five items. I would also LOVE to see companies like Walmart and Target doing lifestyle boxes

The biggest thing I’d like to see is multi-use samples for skincare items. I have sensitive, acne-prone skin, so I always patch test! I’ll use a little bit of the product on the side of my face to see if there is any reaction for a couple days before using it on my whole face. This is hard to do if there is only a tiny amount in the sample.

It’s also hard to see if skincare items are making any difference (and therefore worth buying again) if you only get one use out of them. I loooove skincare and want to buy great new products, so I would love to get some decent-sized samples! With makeup I feel that you can get a better idea of whether or not you like a product with a small sample size (i.e. try on the lip color – you usually either like it or you don’t), but with skincare you need to try it a few times before deciding.

I would also like to comment on the gifts for new subscribers vs. current subscribers. I think I am in the minority here, but I think companies should keep offering the sign-up gifts for new customers, because it’s a way to get them in to try the boxes. I have always seen that as a one-time BONUS, not where the real value of the box lies. If you start giving these out to everyone, they become just another item in the box. However, I DO think there are other ways to rewards long-time subscribers. For example, allow them to chose certain items, or give them early access or exclusive access to special boxes. Perhaps if people are really set on an extra item, that could be thrown in on a subscriber’s yearly anniversary with that box. I definitely think there are nice ways to reward customer loyalty, but I just see that as a separate area than sign-up bonuses.

My calculations are simple..If supposedly have a 300 USD budget of subbing. If i receive more than 500 dollars worth of items and even if USD 300 worth of what received is loved/wanted/needed its a fair game.
But if i receive 300 dollars worth of stuff i have to give away (even as gifts) or stock away somewhere its time to shuffle your options. I never subscribe to more than 3 month ever …even if 6 months is half cheaper!! there is no point is spending $$$ at any given time to save on a future disaster box!! I rather invest in something upfront than committing to unknown to save $$

Just wish they dint inflate costs and chose quality over quantity..

My feedback would be to take it easy on the big cosmetic trends. If you subscribe to multiple boxes (which I think most of us do) you can end up with a dozen highlighters/contour products and dry shampoos in a few months. And how about some lip treatments/balms instead of a color lipstick? Thanks, Liz!

1. Customer service is soooo important. Way more important than price, at least to me. And don’t make me have to call for customer service. There should be a place on the site where I can easily click a box to report a damaged item. Some of my subs have given me such great, personal service and/or have been super quick to replace a damaged item, and some (Glossybox) have ignored my emails about damaged items completely. There should be a simple process to report a damaged item and have it replaced. And, I agree that I prefer if I can just use an app for everything. I really like how Ipsy’s app and site make it easy to learn about the items.

2. All the subs should have an easy review and reward program. Yes, some have rewards for posting and tagging, but Ipsy gives you rewards points to get other samples, and Glossybox gives rewards points for free boxes. Birchbox gives you points to save money on orders for reviews. This serves a few purposes. The company finds out how you feel about items sent and can tailor your future shipments accordingly. The customer may be less likely to feel cheated when they see new subscribers getting things because they are being rewarded for their loyalty and engagement. And both of these keep customers more engaged with the subscription.

3. I see many of you feel that skin toned items are too dark. I feel they are too light for me (I’m golden tan all year long). I think the subs shouldn’t send these types of items unless they do a profile, and then they should refer to the profile to send foundation, concealer, powder samples. Also, can the beauty profile be a little more specific? I check that I’m blond, but really I’m dark blond. Really different than a platinum blond. The choices are usually blond, red, gray, light brown, dark brown, black, and other (blue, purple…). Speaking of profiles, and hair, if I tell you I have thick hair, never send me a volumizing product. I really really hate putting stuff in my hair that makes it even bigger. Kind of like you finer haired girls probably hate hair oils. Use the profile to select on-trend items that will actually work for us.

4. I LOVE my subs and enjoy the surprises, although I also enjoy a chance to customize part of the box/bag. Some people seem to have really specific needs though. If you can’t tolerate receiving something with fragrance, for example, most subs are probably not a good idea for you. It sucks, but they are pretty random and can’t cater to everyone. I have to toss some of the food items because of allergies, and some of the eye creams for the same reason, but that’s part of being involved in subs. You may not love or even like everything. Also, consider a sub’s target market. If you’re not into trends and want anti-aging items, Ipsy is not for you. Just an example. So to the sub boxes, my point is, don’t stop sending suprises and trends. I spend a ton of money just for these experiences.

5. Informative product cards. I know many of you are very concerned with the prices of the items. I don’t care about that at all really, but since so many others do, put that on the card. And put information about how to use the item, where to buy. Or, do it digitally. Ipsy stopped using product cards, but basically do the same thing on the site and app. I enjoy reading about how best to use the product, or alternative ways to use it. When I crack open a bag or box, I look for that card, or in Ipsy’s case I pull out my phone and look the items up. Either works for me, but I like that clear information.

Whew…and I thought I had nothing to complain about 🙂 Just a few things that some subs do that others could do better. I have a lot of beauty subs (25?)and a handful of lifestyle subs (5?) and i think the only things that made me cancel were poor customer service and getting old discontinued drugstore items passed off as current beauty items.

Thanks for listening!!

I’m not sure if this has already been said, but I think it’d be cool if companies would let non-subscribers purchase their monthly boxes even if it was a few bucks extra, like how Beauty Fix does.

1. Transparency in shipping. Please state if ground or air. Ground for me is a ship, which translates into an additional 2-3 weeks. It’s an unfortunate fact for most beauty boxes due to restrictions, but clothing subs ground? Also, tell me before I waste my time filling in credit card info that you dont ship to Hawaii. The recent straw was a clothing sub wanted me to pay for EVERYTHING up front since I live in Hawaii and then they’d reimburse me what I didnt keep. Higher shipping I get, but you want me to put upwards of $500-1000 in my credit card to try some clothes on?

2. HUGE peeve: If you have me fill out a customization survey…then use it!!! Or stop lying about it!

3. No Smashbox anything, no black eyeliner, no nail polish, and I will remain primed and glowing after death.

Mahalo Nui Loa for being our voice!

I love my subscription boxes, but if I had to choose my number one pet peeve, it would be not having the ability to choose my favorite makeup/lipstick/blush/highlighter/nail polish, etc. color shade range!!! I STRONGLY dislike peach, gold and orange colors and tones they look awful on me!!! I LOVE pink in all shades!!! It seems almost all boxes love the peachy brown gold color ranged…maybe they think it looks good on most people, but I have to give them away! It would be AWESOME in customization or quizzes to be about to state your preferred color range or at least to be able to state ones you strongly dislike!!

Allergies are an issue, from most boxes I can only use 2-3 items if I’m lucky.
It be great if I can check off to except “Coconut” vs “Tree Nuts” though even that’s iffy since some places don’t count coconut as a tree nut. Basically most my friends have the same problem where they cant use most the products.

I really enjoy subscription boxes. I expect that there will be some boxes that have items I don’t love and that is OK. I realize that no company will be able to make everyone happy, but here are a few things I would like to see. (I believe many people have already mentioned these)
*Excellent/fast/responsive customer service-I will put up with a lot of I feel I am being listened to.
*Communication-be forthcoming about shipping issues, billing,etc.
*Incentives for current subscribers (Throw in an extra gift, let members purchase an extra item at a discount; let current members extend their subscription at a promotional rate, offer sale options to them before non-subscribers…..)
*Easy online cancellation
*No extortion tactics (For example ipsy saying there is a wait list, but if you post on facebook there suddenly isn’t a waitlist)
*One time boxes-without a reoccurring subscription now and then is fun.

There are some really great companies. These are just things I would like to see everyone do. (Thanks MSA for asking for our input-I hope that the subscription companies will look at our feedback.)

Customer service.
Customer service.
Customer service.

I will cancel a box I otherwise like, never to rejoin, if their customer service is bad.

I dislike the ultra expensive shampoo and conditioner. It typically doesn’t work for my hair type, doensn’t swap easily and takes up too much value of the box. Oui Please and Luxor are the worst offenders.

I’d tell a lot of the American subscription box companies that if they’d ship to Canada for free or cheap I’d be so much more likely to subscribe!

One more thought if it’s not too late–no more dry shampoo, highlighters, or bronzers. And I’d love to chuck self-tanner out as well, but I think some enjoy that. I just think tooo many subs send these out and I know I don’t use any of them except the dry shampoo and that’s only in case of emergency LOL

I have two clothing subs. It has happened a few times now that I will order something at full price and then as soon as it is shipped, or even the day I receive the items they go on sale for substantially less than what I paid. Also, sometimes when I am browsing I will see something new that I really like but have to wait for payday so I put them in my cart. When I go to purchase they have disappeared and are no longer on the site. I don’t understand how new arrivals can sell out in less than a week. Please stock enough product or reorder if it sells out that quickly!