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FYI – Rachel Zoe Box of Style Customer Service Update

Liz Cadman
ByLiz CadmanMar 7, 2019 | 98 comments

CURATEUR
3.2 overall rating
253 Ratings | 62 Reviews

FYI – Box of Style customer service has been responding to MSA readers’ comments about past issues. Some of you have also emailed me to let me know your issue was resolved. I wanted to call out this message from customer care in case you have an outstanding issue and haven’t seen the comment replies:

Hi MSA followers!

All of us here at Box of Style want you to know that we see your comments above and cannot apologize enough for any issues you have had. We agree that this is completely unacceptable and are making BIG changes to ensure nothing like this happens again. By no means are we ignoring the problems and delays you have faced and it is our top priority to make sure everyone feels comfortable with the resolutions we provide. In the meantime, we will be trying to resolve each of your concerns. Please email us at [email protected] if your issue has not been resolved and we will get back to you right away!

xoxo,

Team Zoe

Check out all of my Box of Style reviews to learn more about this quarterly subscription box.

CURATEUR (formerly Box of Style) is a luxury subscription service curated by designer Rachel Zoe and delivered 4 times a year. Each seasons box contains at least 5 statement staples (fashion, beauty and lifestyle) valued at over $400, curated to elevate your everyday look. Seasonal subscriptions are... read more.
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!

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!
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98 comments

Rachel Zoe Customer Service – Motivation

[…] 5. FYI – Rachel Zoe Box of Style Customer Service Update | MSA […]

Kris

I loathe them. Absolute criminals.

I must now close out my bank account to stop them stealing my money.

Gia

I’ve inquired three times about cancelling my subscription. I would cancel on the website, but they cannot locate my account. I thought i had cancelled, but apparently didn’t. Furthermore, I wasn’t given the option to customize. This is incredibly frustrating.

Christina

Well it’s been 2 years of the same complaints, I would never have signed up with this company. The customer service is absolutely terrible and as indicated, canceling is impossible. Luckily I put this on my credit card and I can work with them so that I am not charged further.

Terri

Yes, frustrating. I made the mistake of paying for a whole year (4 boxes), and I keep trying to cancel. A form letter is used as a response. It says no, no, and no. I also have not been given a chance to customize. I would be cautious about this box. The items may be stylish but of little use to me.

Patti

I’m having the same problem!!keeps telling me they can’t find an account for me but they’ve had no problem shipping me two orders. And they do not respond to the emails. I’m going to have to have my bank block any more payments coming out from them.

Monnie McGaffigan

I am having the same issue, I have cancelled multiple times and keep getting boxes. This is madness and no-one will pick up the phone. I have sent at least 3 email’s requesting cancellation.

Leslie

So your so called big changes to customer service must involve taking one month to respond to a subscriber’s email. Then when you finally respond it is part canned, scripted fake apology and part broken English nonsense…no resolution. Sad, nice product, but customer service is nonexistent.

Leslie Prior

So your so called big changes to customer service must involve taking one month to respond to a subscriber’s email. Then when you finally respond it is part canned, scripted fake apology and part broken English nonsense…no resolution. Sad, nice product, but customer service is nonexistent.

HattiiJ

I too got my hopes up that I would finally get the box that I paid for. My original issue with the subscription was that even though I had sent proof of the charges for the box to my bank account, they couldn’t do anything because they couldn’t locate my account. So, despite proving that I had already paid, I received nothing. So, when this was posted I thought “Maybe I’ll finally be able to get this resolved”. I emailed them, and after some back and forth…. “We can’t help you because we can’t locate your account.”🙄

Hatti Revis

This was actually the first subscription box I ever ordered that wasn’t exclusively make-up and skin care products, I ordered the Winter 2018 box, never got it…. I tried contacting CS, they said they were “unable to locate my account”. After much hassle and aggravation, I just gave up and chalked it up to a lesson learned. Sad, it could be a great subscription, I was looking forward to getting something a little different each month…..

Box of Style

Hi Hatti!

Thank you for letting us know that this has still not been resolved! Can you please email us again at [email protected]? Please add ATTN: Jessica-Rose. She can help investigate this further!

Victoria

Please tell me you at least filed a chargeback with your bank to get your money back.

hatti

That wasn’t an option for me, unfortunately. I use one of those debit cards that you purchase from Target or Walmart, the ones where you add cash at the service desk or transfer funds from your bank account to the card, so that none of these companies have access to my bank account. I did contact the card issuer, but there was nothing they can do.

Bridget

Liz, why hasn’t anyone reviewed the spring 2019 BOS?

Jean

Interesting that BOS customer service is making this push to respond to MSA posters. I’m afraid I just don’t believe ANYTHING their customer service people say. I ordered the Winter 2018 box with the Luna Oil and rose gold watch. BOS claims it was delivered, but I never received it and did not get shipping notification or any tracking information at any point. I contacted CS in January and eventually got a response, then nothing when I asked for the Winter box to be (re)shipped to me. Finally a new CS rep emailed me and said the other CS rep left the company and offered to reship the box. That was in late January. I emailed for an update on Feb. 6 and have heard nothing since. And, of course, no Winter box has been shipped. At best, CS for this box is incompetent. At worst, they are a blatantly ripping people off. The only positive thing I can say is that, after I called the 800 number to ask that my subscription be cancelled, I did get a cancellation notice and was not charged for the Spring 2019 box.

socaldeb

Has anyone received full resolution regarding the November bonus items that didn’t ship? I received the Osea and some Kopari stuff I didn’t want, which is not compensation for the eyeshadow palette and the Oribe lipstick that never showed. I have a notice that I’ll get the lipstick in the next box, but I’m not keen on spending $100 on stuff I don’t want to get something I should have received anyway.

Lilly

Liz,

Are you going to review this box? I’d like to get one… if there’s any discounts.

Also, IG shows the clutch used with the scarf threaded through and knotted at the shoulder to make it a lightweight shoulder bag or maybe crossbody, depending on length of scarf received and wearer’s height.

I’d love to see the box reviewed if they are still selling it.

I saw where Rachel is starting a new TV show.

Nicole

Can anyone tell me when they were charged for the Spring box? I cancelled after the winter box but my husband “thinks” he may have been charged because his bank balance dropped quickly last pay period. Now, I understand that most people can just go online and check their account register, but he’s forgotten his password and hasn’t called the bank like I asked him to. I’m worried the Spring box may show up on my porch and I don’t want anything in it, especially not for $100.

Jessica-Rose

Hi Nicole!

The Spring box was billed around Feb 15th! Please email us at [email protected] and we can check on your account and take care of this right away.

xoxo,

Team Zoe

Box of Style

Hi Nicole!

We can definitely check on this for you! Would you mind emailing us at [email protected] and including MSA in the subject line? We will check on any charges and help get this resolved.

Thank you!

xoxo,

Team Zoe

Sarah

I ordered the winter box, over a year ago, and had add ons too. My box never arrived. I repeatedly emailed them and never heard back for over a month. So I filed a claim with my bank- the order was around $137 total.

Three months later, after I’d been laid off out of nowhere (it was a really rough period- but whatever doesn’t kill you, makes you stronger, right?) I looked at my measley bank balance to see my account was overdrawn. Even though I’d spent weeks trying to reach them, they were more than happy to talk to Chase, and I was re-charged the $137. It over drafted my bank acccount. I was on unemployment. I kid you not- I couldn’t buy food for a few days and mooched off of my best friend, lol.

I’m a young professional in downtown Chicago. I was on unemployment, but my rent is so high it barely covered it.

I wrote to them about this repeatedly, explained everything, and still never heard from them. I emailed. I messaged on FB.

I eventually gave up. I’ve never dealt with a more nefarious company in my life.

Box of Style

Hi Sarah!

Thank you for bringing this to our attention. This is absolutely unacceptable, we feel absolutely terrible about this. If possible, please email us at [email protected]. We want to make this right.

xoxo,

Team Zoe

Tallulah

Zoe, I was with them since Dec of 2015. I ordered $100 in add-ons & patiently waited for my Winter box. I emailed them (LITERALLY) half a dozen times. I posted to their Facebook page THREE times. It eventually paid off as they finally heard me & shipped me my add-ons & Winter box; However, they canceled my subscription on me & I didn’t receive everything until JANUARY 28th.

So, you are not alone! I am sorry they treated you that way.

Julie

I tried to cancel via email. I got a response that my sub was cancelled. They STILL charged me for the next box and I just got the shipping confirmation today. I cancelled almost a month ago saying I don’t like the items.

Team Zoe…can you please take care of this????? Why is good customer service so hard to find nowadays???

Leslie

So you cancelled a month ago and still got shipment confirmation four days ago and I have a annual sub and BOS has not even created a shipping label for my box. Kinda messed up.

Box of Style

Hi Leslie!

Thank you for letting us know about this! We agree that this is unacceptable and want to take care of this right away! Please email [email protected] and include MSA in the subject line.

xoxo,

Team Zoe

Box of Style

Hi Leslie!

Thank you for letting us know about this! We agree that this is unacceptable and want to take care of this right away! Please email [email protected] and include MSA in the subject line. We will get this straightened out ASAP.

xoxo,

Team Zoe

Box of Style

Hi Julie!

Oh no! We can take care of this right away! Please email us at [email protected] and include MSA in the subject line.

We apologize for the inconvenience we are sure this has caused you!

xoxo,

Team Zoe

Melissa K Cirigliano

I had the same thing happen, but Customer Service reimbursed the box and cancelled the subscription for me.

Pauline

I never really had a problem with customer service. Three issues I did have with the products themselves were handled efficiently. I have bern a subscriber since the 2nd year.

Lately, I have been disappointed in the overall box. Seems it’s just a miss for me even though I’m hoping I will love it. I try not to be one of these people who find it necessary to be negative about EVERYTHING , so I will try to give it a few more times to win be back to being thrilled.

b phan

I’ve been an annual subscriber since the beginning and it bothers me that they started taking away the end of your subscription gift. It’s already bothersome when you see it being sold at a better deal elsewhere, but when they make certain claims that their annual subscribers will get select extra items, I don’t understand why they can’t hold true to it. For example, with the pink Jules Kae bag, their website says annual subscribers should get a matching pouch, but CS will claim that’s supposed to be an annual gift. Why even say that annual members will get something when it’s not true?

Jen

So let me get this straight Box of Style…for years people here have been trying to get in contact with you over tons of issues and after all this time you suddenly send an awww shucks we’re sorry email to a reviewer. Did you send an email personally to every subscriber apologizing profusely with a logical explanation? This is too little too late and I frankly don’t know wether to be stunned or impressed by the nerve you have.

pb

true

RZ BOS was taken over by another company approx 6 months ago-ish (not sure of exact date) but RZ still involved and one would think she would want her name only attached to good press, have not looked on FB but per many who post, it’s not pretty – also, wonder if credit card co’s have had their fair share of charge backs so no doubt it had to hit their business model in some way….

then add fact that it’s being offered on Gilt which imo is often a sign of having excess products as why pay Gilt a % if doing great…

perhaps a last ditch effort to get rid of inventory then close shop?

Jen

So let me get this straight Box of Style…people here have been complaining about these issues for years. Nothing has been done over all this time and now suddenly one awww shucks we’re sorry email to a reviewer is supposed to make everything ok?! I don’t know wether to be appalled or impressed by your nerve.

socaldeb

I didn’t have any problem with the speed of the response, but with the content. Like many I only received part of the promised November bonus, and in exchange got something that they were dumping at a deep discount on the web site. I know I’m not the only one – has anyone reached out and gotten a resolution on that particular issue?

Beth

FYI for anyone that believes their CS will be better – the Box is on sale now on Gilt city national.

Bella01

I’ve never had a problem with Box Of Style. Their actually one of my favorite boxes. I hope everyone gets their issues worked out so we can all be happy again and talk about how happy we are and sharing how we experienced an amazing box.

Jen

Don’t think that will ever happen. I think this box is on the way out.

Alexa

I’ll resubscribe when they add a cancel button and make it possible to delete all saved methods of payment. And also, why not make it possible to send a gift box if someone doesn’t already have a subscription? I want to get this box for my mom but don’t want to have to subscribe her or myself to do so.

Julia

exactly my issue with them.

Taren

This!! ⬆️⬆️⬆️⬆️

Jem

I bought the gilt city promo last spring, and the code would not work on their site. I tried reaching out to them multiple times with no response, and gilt would not refund me as the coupon showed as “used” in their system. I wasted 80$ and got no box. What a scam.

Jem

They did reply to my email i just sent due to this post fairly quickly, and are trying to make it right, so points for that I guess.

Kate

I guess I’m one of the lucky ones who’s never had an issue with box of style. I’ve been a member since winter 2017 and have loved almost everything in their boxes. Their customer service can be a little slow and sometimes the boxes can take a little bit longer to receive but other than that I’ve had no issues. When the strap of the tote broke off from the Jules Kay bag from the winter box I emailed them and they sent a new bag the next week!!

Laura

Same here, for what it’s worth. I subscribed in the beginning and have caneled and taken breaks and re-subscribed as I could afford to, and have never had a problem with CS responding within a reasonable time. They’ve also never charged me after I canceled. I even sent a message requesting to change the ring size for the Winter (?) box and they replied quickly and confirmed it was back in stock and changed it for me. I don’t know if their website is to blame for glitches or maybe some messages just aren’t received? Regardless, I feel bad for those who have had so many problems, but wanted to share that it hasn’t been terrible for everyone.

Erin M

ordered to rachel zoe’s box last summer with $20 off and have loved it ever since. have thought about switching to the annual membership but want to give it one more season. for the price compared to the value, i don’t mind that their customer service lags a bit. if i wanted immediate gratification, i would go buy my kate somerville moisturizer or sunday riley serum at full price at neimans but this is such a better deal!

Jen

I’ve always gotten a satisfactory resolution but it usually takes a while. Just like somebody else, I was sent the Oribe lipstick to an old address I haven’t used in years. And they sent a replacement. Plus, they sent two items by Kopari to replace the two bundle items I hadn’t gotten as I thought I would (Oribe lipstick and the palette). I LOVE the Kopari rose coconut toner; it is a new HG item for me, so I’m very happy with that.

Over the years I’ve been able to subscribe and unsubscribe to just get the boxes I want. I hope this subscription box stays around. Summer and fall 2017 are still my favorites of all time. I wear the gold sun necklace, black flowered kimono, sunglasses, and navy leather purse all the time. And the full-size Oribe shine cream lasted me almost a year, using daily with my thick hair! Loved the gold tray and the Nudestix too.

There’s usually at least one item I love and one I have no use for in each box. So personal value varies. But again, I’m able to subscribe only for the boxes I want, which I appreciate.

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Our reviewers research, test, and recommend the best subscriptions and products independently; click to learn more about our editorial guidelines. We may receive commissions on purchases made through links on our site.