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FYI – Luxor Box Subscriptions Ending – Check Your Email

FYI – Luxor Box is ending subscriptions. (Thanks for the heads up, Ann.)

To our dearest member –

It comes with very heavy hearts we write to you today to inform you that after nearly 5 years, Luxor Box will be closing its doors. Additionally, as you may have already seen, we have begun our refund process to the extent we are able.

Due to circumstances beyond our control, we have unfortunately arrived at the point where the business is financially unable to continue its operations. All remaining assets have been expended on final refunds, payroll and tax obligations, such that the company does not have the ability to satisfy its remaining debts.

As such, should your refund not post to your account within 5-10 business days (you will have received an auto-generated email confirming), we are aware that at least most of you may have recourse with your credit card companies, and Luxor Box will not contest any valid claims for reimbursement in that regard. However, we ask that you check your spam folder for your confirmation of refund just to be sure. Furthermore, please note, any personal information within your account on our website will be securely erased from the Shopify platform in which we operated.

We understand this news may come as a surprise to many of you. The past two years have been a very difficult and trying time for the Luxor Box team as we have tried to evolve with the marketplace and make changes we believed to be in the best interests of our amazing members. Sadly, our efforts to survive and thrive in this market environment were unsuccessful.

We have so enjoyed having you as a part of our community; you were the reason we all loved coming to work everyday. Thank you in advance for your patience, understanding, and kindness as we make this final transition. We will miss you immensely and wish you the very best this new year and beyond.


The Luxor Box Team

Luxor Box

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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!

Posted in Luxor Box News, Subscription Box News| Tags: luxor box | 40 comments

Comments (40)

  1. I received a refund. I had just renewed as part of the “founding member” deal. I don’t know if they are prioritizing based on annual subscriptions vs partially filled past orders, just a thought?! I had a very positive experience with customer service and it is sad that they had to end but I do appreciate and admire the honest and upfront explanation. I have been subscribe to a few boxes that just disappeared into thin air and offered no explanation or closure for their current subscribers….Letitia Elizabeth, Little Lace Box…..anyone??

    • I used to subscribe to Little Lace Box. I really liked that subscription.

      • I loved Little Lace Box but I was very lucky as my last box was their Winter box which was the last one they sent and I didn’t renew so I didn’t lose anything. I still wear the pretty blue scarf that came in that last box. I didn’t subscribe to Serendipity.

  2. I’m actually sad to see them go. I didn’t like the new higher prices, but I wouldn’t mind stay with them if I got the funds to do it. I hope they sort out the business side and customer side of things.

  3. Sooooo once you get past the wordy “apology”, the true gist of this email is “we hope your credit card company will refund your money because we’re not going to be able to do it ourselves”. I don’t find anything particularly nice about that sentiment.

    My guess is that this will be the first of several major sub boxes announcing they’re closing this year. I wouldn’t be surprised to see Robb Vices or Oui Please go under, and based on their recent boxes I have my doubts about FFF and PSMH.

    I can’t help but notice that many of the same complaints people were making about Luxor (lack of value, poor curation/quality, shipping delays, etc.) are nearly identical to the comments about Robb Vices and OP. Unfortunately this seems to be a trend across all of the major sub boxes- they raise the subscription price and then lower the quality of the items and the overall value of the box. It makes me very leery to invest in a year long subscription to anything right now!

    • I think in general sub boxes are winding down and the trend is ending. Maybe the inexpensive beauty boxes will stick around for a little longer but I would be surprised if any of the more expensive sub boxes are still around in the next couple of years.

      • I agree. I have had people trying to get my business to do a chocolate subscription box and my gut says no, that it’s just to sustainable anymore. I think the market has been flooded and now most of us have too much stuff from the boxes that we are also cancelling. At least I speak for myself. I canceled my 3 Ipsy subs when they kept sending me items that I had requested NOT be sent (how many highlighters does a girl need??), Boxycharm, Birchbox, and Luxor (before they went belly up). The only one I am keeping is Oui Please.

    • I was wondering if I’m the only one who read the message like that. At first I was a little surprised by the positive feedback it received. But I suppose given all of the subscription boxes that have either a) suddenly ghosted leaving people wondering what to do or b) promised refunds without delivering, a company that truthfully admits that they went of business and won’t be able to refund everyone is seen as refreshing. It’s kind of sad that there’s been so much bad behavior in the subscription box industry that that’s where we are. I hope everyone who is owed money is able to receive it in some way.

  4. Wow. I just ordered from them during their Christmas sale for the first time. I thinks it is respectful of them to at least write a letter and refund everyone’s money.
    I am one of the unfortunate souls who prepaid for a year in advance for Luxe Pineapple Express deal and then they closed without a word, kept our money and shut down the site. So I TRULY appreciate when a company at least attempts to do right by customers.

    • Seeing how I (accidentally) auto renewed an annual sub in June, I guess I’m a screwed? It’s past the 60 day window with PayPal and I can’t find a link in my Chase account to dispute it cause it’s so old. Sigh.

      • Try calling Chase. I had some awful luck with a subscription that cost $100/month (charged me for four months without sending anything except empty promises and sob stories) and Chase helped me out. But I think I had to do it over the phone.

  5. This makes me very sad. It was always one of my favs and I have been pulling for them. The curation was always beautiful and I loved so many of the items. Best of luck to Team Luxor Box!

  6. Not surprised. They had a good run, but they seemed to really lose steam. The last year or so the boxes were really uninspired. Seems like they just had no vision anymore.

  7. I think I had one more box from the Gilt deal but honestly don’t care/remember. I’m not surprised they’re closing up, I only feel badly about it from the perspective of people losing their jobs.

    And of course I hope everyone gets their $ back.

  8. Yet their website says they are still taking subscription orders. I’m glad you posted the letter here!!!

  9. Wow. Refreshingly honest exit email. Sad to see them go. One of my favorite sub box items was the Halcyon Days Watch from November 2018.

  10. I’m sorry for all the subscribers affected and those who loved this box. I’m also sad for the company and its staff too. I’m a management consultant and I’ve found the whole subscription box industry really interesting although we’ve never had a subscription box as a client. But I would be fascinated to know what makes certain boxes succeed vs others that don’t. And further to that, to see if there are patterns we can recognise that we can use as a clear sign not to sign up to an annual commitment because it’s unlikely the box will still be around in a year’s time. If I had to do my PhD I would definitely pick the subscription box industry as a topic. Those sorts of insights help a lot of folks and maybe also help some of the sub box companies from failing. For example, I can’t help but think that some of the larger subs that obtain profile information from subscribers are using that de-identified data (marketing data like that is really valuable) as an exchange arrangement with cosmetics suppliers to ensure a steady supply of beauty samples for boxes at less than cost. Smaller boxes like Luxor wouldn’t have that benefit to offer potential suppliers, so it puts them at a competitive disadvantage. Just thoughts, based on my knowledge of how valuable customer information is, and a brief reading of some of the Terms and Conditions detailed some of the bigger sub boxes. I would love Liz to write a book on it. Her insights would be fantastic!

    • Customization seems to be a key ingredient to the ones that have lasted.

      • As a subscriber myself to numerous types of boxes I do feel that they are beginning to run out of exciting and different goods to keep subscribers interested. Plus how much make up does a person need? It all has a shelf life. Speaking specifically about the beauty subs.
        I know I’m not excited anymore and I’ve cancelled most of them.
        What is your opinion on the future of these sub boxes?

      • My opinion is most will be gone in another year or two. The trend is going away.

    • I think very few are actually profitable. I follow the Instagram of some of the boxes (Pearlesque for example) and a lot of them comment that they are also working full-time jobs to pay the bills.
      Seems like a very busy and stressful hobby or a labor of love.

    • Oh ma gawd…I would love to be part of your research team. So one of the things i have noticed is that sub boxes got their start with things that were conducive to putting in boxes…like makeup and skincare samples… the price point (birchbox + Ipsy) also didn’t really set you up for disappointment. Over time as everything under the sun has been tried to be put in a sub box…look at what still remains and thrives…beauty and skincare boxes

  11. Check to make sure you’ve received your refund and if you haven’t already make sure to immediately start a chargeback request with you credit card company. Given that the Gilt vouchers were sold over a year ago and Luxor has changed their website and their subscription from every other month to quarterly it’s going to be challenging to provide clear documentation to prove your case and a bankrupt company isn’t going to allocate any more funding to customer service for refund requests so make sure to look out for yourself.

  12. Wow. I still remember waiting for the launch of that box when they were teasing it out. Even though I haven’t subbed them in a while, still bringing a little nostalgic sadness seeing them go.

  13. That, however was a very well written exit letter

    • Honestly I think they were excessively wordy as a way to try to hide that they don’t have enough money left to give everyone refunds.

      • Agree with Ragan. And the fourth paragraph is completely redundant.

      • That’s exactly what they said wordy or not atleast they gave an explanation when they did not have too. Its called karma an i totally respect them for this statement as this industry is a hard one to thrive in. That blatenly stated that they can’t afford to pay everyone back.

      • I believe they are trying best they can. I could care less about getting a refund. They gave me a good experience and I will sadly miss there box.

      • That’s a beautiful response but unfortunately not everyone sees it like you!

    • I agree Carolyn

  14. No surprise there.

  15. Not surprising. I wonder if anyone will actually receive refunds from the company and how they are going to prioritize refunds. I think most people will have to file a claim with their credit card company.

    • I already received my refund.

      • Molly Honchell

  16. I am sad, but not surprised. I appreciate their honesty about closing, especially when so many other companies have just ghosted their customers.

  17. My Gilt deal ended with the last box and I did not renew. Sorry for anyone who was paying full price, I hope you get fully refunded.

  18. I was amazed that how they were even going, specially afterthe price inflation. Will we get the January Box or not. It is last one of my Gilt deal. I haven’t received any email.

  19. No surprise there.

    • Yup, I’m glad I cancelled last march.

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