Boxycharm
Reviews and Complaints

Boxy charm all around seems like a *** in the way they communicate and provide service. The first big problem I had was when I went to cancel my base box, I did it on the 31st of May because I wanted to be sure they didn't send another box due to slow and bad shipping and tracking info. But on the 2nd this month they charged me for another base box so I went into my account again to see the subscription statuses and it showed as active, because of that I made sure to reload and make sure the account showed as deactivated and after my first attempt that day it showed still active so I did it again which then finally showed it as inactive. I emailed boxy because of this and told them that my subscription was cancelled before the end of the month and that by error of their website it didn't go through and I was charged, I also added in the fact that it took multiple tries that day as well till it showed inactive and that their is a fault in their website and asked for a refund on the box after being told the same thing 3 times though email (and being blamed as well for it) after this I decided to write a Facebook review and finally got a response to a messenger message I sent to them a couple days previous. On social media they finally did fix the issue with that specific thing and provided a refund.
Shipping is slow and they don't give any info before ordering and hardly after putting through your order which is misleading, i ordered 4 pop up orders on the 27th and they still haven't even been set up to ship from the facility they have stayed in the order status even now. Because of this I wanted to contact a customer service number I saw a couple days ago so I went to the website to find it again ( which is very hard but at the bottom bottom of acct. Settings) and it was only an automated message directing me to their website (definitely ***my to me) so I just asked the boxybot and it said the pop up ordered don't ship until a month after ordering which is not mentioned anywhere through out the ordering of pop up items.

Boxy should be providing much better info about how they conduct their service in every aspect. They should also be easier to contact as well and certainly provide better customer service training because it was appalling

I have multiple complaints for this company. First and foremost (please continue to read, because it only gets better) - DO NOT SIGN UP FOR BOXYCHARM, whatever you do in life, do NOT waste your money on these cheap, off brand items! I have yet to receive something I requested in my preview, and I'm well educated on high end, prestige cosmetics, as Sephora is in my top 3 - so you can't fool me Boxycharm! This is the absolute worst subscription company! Not only are the products cheap, they even have the audacity to send obviously used items, hygiene should be a major concern for a "prestige vendor", if I wanted an eye shadow palette with fingerprints in it - I would go to the Dollar Tree and save the disappointment. I thought that's why I did the quiz when I started this "Boxycharm Adventure", how many skin serums does one need? Especially when I specifically stated I wasn't interested in receiving these items! THE KICKER! I have no idea how this company has NO contact information, aside from a "BoxyBot", which is a complete waste of time - you have to email them, REPEATEDLY - I began an email chain with Boxycharm in early April, reference monthly charges, when I had already PREPAID for a 3 month subscription at nearly $76. I sent screenshots and submitted all of the information I possibly could to make their job easier, yet they still "can't find the charges", I SENT YOU MULTIPLE SCREENSHOTS FROM MY BANKING APP! I don't think my bank would make up monthly charges from a company for no reason. If you can't investigate further on your own, why do you have a job? I just did it all for you, it can not possibly be that hard to do a few extra clicks to find obvious duplicate charges, 3 months in a row, from the same account. Essentially, I've paid well over $150 in a 3 month time frame for cheap, used, poor choice "make up"/serums, all of the serums (again, specifically stated that I did not want serums). I have absolutely had it with this company, low and behold, it doesn't look like I am alone. I wish I would've checked the Complaintsboard.com before subscribing to this nightmare. IF THERE IS A CLASS ACTION SUIT, please contact me and I will gladly submit the UNAUTHORIZED bank transactions, with the lazy poor communication skills of their "customer service" department. I WANT MY MONEY BACK BOXYCHARM! You weren't even worth the $75.00, 3 month prepaid subscription, let alone over $150.00!

I think their response to my issue says more than I can about this terrible company so I'll just include my email to their customer service and their response.

I sent their customer support this email:
"I recently canceled my subscription partly because I didn't know if I would be able to keep it after the point I had already prepaid for and mostly because of the poor quality and variety of some of the items I've received in my base box. I previously was unaware that I had the option to choose one item every box (I never received emails or anything else stating so or notifying me of when this happens), so when I found out that I am supposed to be able to choose today I tried to do so. However, I couldn't find the link anywhere, and when I visited the Add-On page, I was notified that I couldn't buy anything either.

I understand I canceled my subscription technically, but I SHOULD be an active member until February when my subscription actually ends. It's pretty ridiculous that I'm having these problems at all, and if I'm going to be excluded from choice, unable to buy add ons, or anything else on the site because I canceled my subscription early, I want my money back. I paid over $200 for a year-long subscription and access to member-only sales. I should still be able to access those sales until February .

I would also appreciate it if someone could send me a clear link to choose the item for my August box. You would think a link like https://www.boxycharm.com/boxycharm-beauty-choice would just lead you to the correct page, but it doesn't."

Customer support's was the most patronizing response I have ever received from any company in my entire life and at the very end they added this to address my problems:

"Regarding your account, please know that even though you have unshipped boxes, since your account status is canceled, you will be unable to enjoy all the exclusive active members benefits such us Choice offerings or accessing our Add-Ons store. For you to be able to participate, you need to reactivate your account and cancel it before the renewal date.

Hope this helps and we hope you can participate on all of our upcoming exclusive active Charmers events. Have a great day!"

You're right BoxyCharm, I should just continue to support a company I'm already unhappy with and then everything will be great! Gee why didn't I think of that earlier?

My advice, DO NOT give this company any of your money. Most of the products are coming straight out of China right now and they aren't worth the inflated prices even if they worked.

I don't think it's possible for me to be more disappointed. I will start that the company has great products. But it would be easier to follow their social media accounts and just individually purchase the items you want from their original manufacture. In my experience, and from what I've read through many complaints, THERE IS ABSOLUTELY NO CUSTOMER SERVICE. When you have problems you have to option of live chatting their "bot" or starting a "ticket" which is an email that you will get ALL automated responses with. Slightly more detailed, but none the less, all automated responses. I learned this with my very first box. My first box was marked as "delivered" but was not at my home. For weeks I tried tracking it down. Boxy told me to contact the carrier and the carrier told me to contact boxy. It was like being in the middle of a kindergarten tug of war. They eventually send me a new box. Of course it was missing my "free gift for signing up." Oh well, at that point I was just happy I got what I paid for. I signed up for the 3 month LUXE subscription. So fast forward, after my 3 months, I wasn't having any issues with delivery and I really liked the products that I received. So I renewed my 3 month LUXE subscription. All of my box's, with the exception of the first box, were shipped early in the month and delivered between the 8th and 10th each month. It is now the 27th of May. Not only am I missing my box, which still only shows "shipping in may" but I'm missing all of the add ons that I purchased on April 19th. That is 38 days past date of purchase! So of course I reach out to the "bot" and ask where my order is. It asks for my order number and I give it. It then gives me a tracking number. So I search the tracking number and it says it was DELIVERED IN MARCH! So I go check, sure enough, they gave me tracking for my MARCH BOX! So I ask again and all I get are automated responses and no real person to help with this issue. So I start a ticket in email. I ask again and give order info again and wait. I get a response on May 17th that my May box and add on purchase is being processed and carefully packaged to be shipped soon, thanks for my patience. So here we are, ten days later and still no update on shipping. I'm still getting March tracking from the bot and when I ask in a ticket, I'm told there is no update on my order but they need me to provide my full mailing address? This company is a fraudulent company, scamming people out of their money. I follow their social media, where you see many "great comments and responses." But if you follow close enough you will catch their angry customers, just like me, comment or reach out for help, only for their comments to be removed soon after. ITS FRAUDULENT! DO NOT WASTE YOUR MONEY! Do not go through the headaches I have gone through with this company!

I have experienced the absolute worst customer service from Boxycharm, beginning November . I placed several Popup orders (4) in November, all payments cleared and processed. One item from one order was never sent and one complete order was never sent (4 items for this order). I received an email at the end of November regarding shipping delays and I also referred to their website accepting for time being their FAQ for items not listed on shipping details stating those items would follow in a separate shipment. After following their boxy bot instructions to wait for orders to ship all through November, I began reaching out in DM on their IG page, on December 5 to no avail. I also began commenting on posts like so many other customers in my same position, questioning my order status without any response. For an entire month I, like many other customers as per their comment section were blatantly ignored. My money was taken from my account, for product I was promised as per the sale transaction. On 1/1, I commented on another IG post for which I finally received my first response, where I was instructed to DM them with my information. They never responded to my DM. Once again I tried the boxy bot on their website and was finally assigned two tickets for my missing product orders (one item for one order, and one complete order - 4 items, 5 in total). On the same day boxycharm advised they would refund the one item as they no longer had it. Today, the follow up for my second ticket resulted in the same response. They will refund me as they do not have the product they sold to me on 11/9. I responded inquiring about my 2 add-on orders for December fearing the same results, as I have not received those orders either that I purchased on 12/7 and 12/13. Boxycharm should provide the product they sold as per our purchase agreement when the sales were completed. Their failure to provide and uphold their service is abhorrent. I'm uncertain how they can mistreat consumers by selling product only to state months later, after the consumer has to constantly reach out, only to be ignored for over a month, resulting in this company stating the product they sold is not available. As a consumer I should receive the product I purchased. Boxycharm should be held accountable for lying to consumers by selling product they don't have, for their negligence to respond to consumers for their failures to make it right by sending the actual product, and for their lack of integrity to be forthright and reaching out to the consumer, rather than the consumer having to essentially beg for a response for products bought and paid for. Boxycharm should be responsible for providing products they sold. Boxycharm has yet to respond to my additional concerns for the orders I placed in December (add-ons). This is extremely disheartening that a company has such little regard for their consumers.

In May I signed up for Boxy Charm, and got their base box. They also have a quarterly upgrade for a Luxe Box. I signed up for a luxe box, and they told me spots were limited and put me on a "wait list" -and if a spot opened up in June I would be charged 49.99 for the Luxe two days later they made an unauthorized charge of 26 dollars to my account this is two weeks after I started my subscription, and paid for sub already. My next charge should not have been until the first. Upon emailing support about the unauthorized charge they told me they took me off the wait list for being a "good customer" or some BS and the charge was for a luxe starter. This Luxe starter over drafted my account and I emailed support I told them because of the luxe starter which is only 4 products and costs the same as their base box which is 5 products that I could not afford the Luxe now and would have to cancel which I was super disappointed. I asked if they would cancel the luxe starter and if there was anyway I could still get the luxe for 25-as they already took an unauthorized charge of 25, which also charged me an overdraft fee so this 50 dollar subscription was not costing me $85 dollars (including overdraft) they pretty much told me it was my fault and said the next luxe would only be 50 so I cancelled they then sent me email, after email to get signed back up. Then one night i get a text for a 50% off your box if you reactivate so I reactivate and they gave me no where to enter the code and charged me 25 instantly for a base box they didn't give me the discount that they had thrown in my face with email and text a bunch of times. I emailed them and asked them to cancel and refund me that same night I also went to Instagram and tried to get through to support and nothing. All I wanted was a cancellation and refund, or even just an upgraded luxe box which was the whole reason I had signed up with them to begin with. I am just upset with the way they treat their customers. My first month with them I paid for my sub plus over 150 dollars in add-ons and they made it seem like there was this big wait list for their luxe when it seems like just a gimmick to charge people in the middle of the month for another 4 items that they didn't want and they don't even give you a choice to opt out of it I would have been okay if they asked me if I wanted the luxe starter but I didn't, and even after all that they never once offered any kind of resolution to make up for it. Not to mention how many emails they send you to try and get you to upgrade/sign back up they are aggressive and slick about their marketing and to me it feels like stealingwhich is sad, because I love make up and would have loved to have had a good experience, and gotten their luxe box like I signed up for but I guess it wasn't meant to be probably be better off, and save me more money in the long run but i don't want other people to fall into same trap I did

I have had countless botched orders from this company. There have been unreasonable amounts of missing items from my orders totaling hundreds of dollars. The only way to get my money back is to talk to a ridiculously infuriating robot that then has a customer service agent e-mail me and tell me they don't have a replacement and don't give refunds...I then have to demand to speak to a supervisor..because THATS STEALING. They are constantly advertising and taking customers hard earned money for products that they DO NOT have because they have sold out of them, with ABSOLUTELY NO INTENTION OF SENDING REFUNDS unless you deal with the infuriating, inconvenient process of trying to speak to a supervisor, and threatening to start a class action lawsuit! This previous order has led me to cancel my account. I was missing one item (as usual) and 2 items were damaged beyond use (totaling about $65). When I finally got ahold of a human, they told me to send photos of the damaged items (which I had already thrown out in the dumpster, but went and retrieved). I then sent the requested photos and retuned the damaged items and box to the trash. Ten minutes later I got ANOTHER email saying I need to take all the items out of the box and take photos of them next to the shipping label...which would have made a ridiculous mess in my house considered the damaged items were completely exploded all over the inside of the box and each other. I said absolutely not and demanded a supervisor...I then got BLOCKED and could no longer contact customer support. So I have literally been robbed. Like I said, I cancelled my account. But I am going to need a supervisor to contact me and give me the refund I deserve of the items that I paid for, and either did not received...or showed up damaged. They should not be able to conduct business like this. They are stealing from people. the order # (this time) is *** The agent that blocked me without resolving my issue is named ***. plz hel

I erased my banking details from my primary email account on 06/26. I deleted my debit card, switched to a credit card, and documented the changes. My secondary account, with a similar subscription, still has my debit card on file. This account is billed monthly on the 1st. I reactivated this account on 06/30, incurring immediate charges. Unexpectedly, my credit card was billed on 07/01 for the updated account, and my debit card was also charged again on the 1st, despite its removal from the site. The company retained my credit card details and made unauthorized charges. As of 07/07, they haven't replied to my emails, Facebook messages, or comments. I had to cancel my debit card and close my bank account due to their actions. I've paid for two boxes, one with a shipping label from 07/02, the other pending. The debit card used for one purchase is invalid, cut by my bank, and the company is unresponsive. I demand the two boxes paid for in July and a third box I was charged for. I've been contacting their poor customer service since 06/12 without success, and they've taken my money. Product_Or_Service: Boxycharm Base Box Order_Number: Justinepopercliber51 Account_Number: Justinepopercliber51

I regretfully have to use thos platform once again, due to leaving 2 unanswered emails to this company. I am already aware to not leave multiples . Order #XXXXXXXXXX missing 8Tony Moly masks,and one cylon essence diffuser. Order #XXXXXXXXXX june premium, choice kvd studded lip #XXXXXXXXXX Boxyluxe choice Hallmark satin pillow face mask. Order XXXXXXXXXX H&H sponge,Farmacy very cherry, and Elemis pads. #XXXXXXXXXX too faced lip, korres pom toner,bliss pore patrol. #XXXXXXXXXX peach &lily toner,Lunar Beauty palette, IGK good behavior. And funall6#XXXXXXXXXXX farmacy very cherry. These items total well over $200 dollars and my emails have sent sorry we know it's taking longer due to covid. And then completely ignored. At this point it will be a complete insult to tell me you have once again oversold and issue a refund, as this is why I remain a 3 tier customer. For the ability to shop sale items. And also being sent duplicate boxes for my missing premium and Luxe will not be accepted unless my original box variations are sent. Thos company upped their price to allow us choice items and is a perk of purcha6more than just the base box. I was charged promptly at midnight on June the 1st like every month for years. I do not want a *** replacement box. I want the too faced contour palette and kvd choice for my premium box, along with the pillowcase and tula eye cream. I also want my 8 missing Tony Moly sheet masks and cylon essential oils diffuser. I sent pics next to my shipping label like you requested and zero response FedEx has called my boxes lost in transit. If you oversold my add on items that is not my problem, as I set an alarm and jumped right in within minutes of the sale. I have proof of this as well. Others have already received all.of their june boxes, their add ons and pop up orders who ordered after me. You cant hold my money I could have been collecting interest on for almost and simply refund and have the audacity to tell me to wait 7-10 more business days. This all could have been handled with a simple we are sorry..we are running late, but here is tracking for all of your purchases, and please dont try the check my spam or other folder line on me..I have you set as proiorit6and have checked ALL other folders multiple times daily

This company does not meet basic customer service requirements. They take your money without rendering the services promised. This is a subscription box service for makeup and skincare products. Once every few months, they sell products at discounted prices; this is called the "Boxy Pop-Up". On August 11, I purchased $89.18 worth of products. On Aug 18, 2020, the box had not shipped yet and I knew I would be moving at the end of the month, so I contacted the company with an address change. On Aug 19, I was told that even though the box had not shipped yet, I would not be accommodated with an address change. On Aug 31, 2020, the box was finally shipped from the facility. Because the company would not send my box to a different address (even though I contacted them 13 days before it actually shipped), I tried to work with FedEx to get the box rerouted to my new address, or to have them hold the package at a FedEx facility for me to pick up. FedEx could not do these things because they told me that I had to get permission from BoxyCharm to "release" the package. The only way to contact BoxyCharm customer service is through email. You cannot call them on the phone. I emailed them on Sept 11, 2020, asking for them to release the package. They responded that I had to work with FedEx directly. I called FedEx again, and was told again that BoxyCharm had to initiate the change in address due to the way the box was shipped. I emailed BoxyCharm again on Sept 14 telling them this, saying that their shipping dept must have the ability to reroute the box. I did not receive a response. On Sept 21, 2020, I got an update from FedEx that the box was delivered to the old address. I attempted to make contact with the new residents there and was unsuccessful. BoxyCharm has still not responded to my inquiries. I have lost almost $90 for absolutely no reason. This is terrible customer service. There is no reason that 1) products purchased do not get shipped until 20 days later! That is almost 3 weeks! 2) if a customer contacts the company before the item is shipped, there should be no reason why the package cannot be delivered to a new address. This is basic! People move quite frequently, especially apartment-dwellers! 3) If FedEx says that the company has the ability to reroute the package, why couldn't BoxyCharm do it? FedEx customer service assured me that this is commonly done! 4) Why does BoxyCharm not have a customer service phone number that you can speak with a representative? The fact that it's only email means that they can just ignore their customers whenever they want to, and there is nothing that the customer can do! 5) It clearly states on their website that they will provide no refunds. If I did not receive the products that I purchased, I should be getting a refund. It is illegal for them to take my money without providing the services that I purchased. There are standards to conducting business. This company is not meeting them.

Upon registering as a new subscriber, I used a promotional new user code for a specific item. Never received item or subsequent credit promised. I subscribed as a new user with a specific promo-code which entitled me to a specific item ($45 price). This was Order #XXXXXXXXXX, Placed on Dec 24, 2019. I inquired about the tracking information for the item, which was listed as shipping separately (contacted on Dec. 29, 2019). On January 6, I was told my item would be shipping separately as soon as possible and I would get an email with tracking information when I asked for a shipping date estimate, I got an email (January 6) saying another associate would get back to me via email to assist further. 3 days later (January 9) after not hearing back, I followed up. I did not get a response. 4 days later (January 13), I followed up again with email saying: "Still have not received communication following up on this. Previous email from support said 'We have received your communication regarding the shipment of your Too Faced Palette. We will be assigning your email to the team who can further resolve your concern and one of our specialists will be assisting you as soon as possible.'" On January 14, customer service responded telling me there had been a delay but the item would be shipping soon. On January 17, I got an email saying my item order could not be fulfilled due to an error on the part of the company. The company stated it would issue $6 store credits that could only be used for a specific site sale for a couple days in February and would expire in March. I responded that I did not find that acceptable to replace a $45 item with a $6 credit, and as a new customer I felt that was a bait and switch and wanted to discuss the issue. I mentioned in my email January 17 that I wanted to sort out the issue but did feel that this should be reported to Complaintsboard.com if not resolved (I have never reported anything to Complaintsboard.com before). I was assured that the $6 would be redeemable for items worth upwards of $30, and that when the pop-up shop opened on Feb. 11, I would be able to select items at that time. I was "Your $6 code will be sent in a separate email by Friday, January 24." On Feb. 5, I contacted Boxy Charm again because I never received any communication or email with redemption code. I received one response saying my email would be forwarded to someone who could assist me with this. On February 10, 1 day before the special shop was opening, I still had not heard back. It is currently Feb. 11, and I never got any email response, so any refund/redemption code that was promised to me was never given, and the pop-up shop is limited time, so I have already missed the opportunity to use the replacement credit (which I still have not gotten). I have done more than my due diligence with the business in trying to communicate, and this has now dragged out for over a month. I attached some communication I have the rest of the emails on file as well and can provide.

Customer service does not respond to emails. As I prepaid for 6 months, this is a concern should I have issues with future shipments or purchases. I reached out to Boxy Charm on 02/21 regarding a popup purchase I made on 02/11; the purchase order number is XXXXXXXXXX. In my initial email I explained that my account indicated that both items I purchased that day, a mystery box and facial cleanser, were delivered on 02/19 yet the facial cleanser was missing. I received a generic response regarding the general shipment policy that night. I responded the following day again explaining that my account indicated the item was delivered when it was not and provided screen shots of the delivery confirmation. Several days have passed without a response. Only after having to reach out to customer service did I receive a message from a no reply email indicating that a new shipment with my missing item was being sent out on 02/24 (this was an automatically generated email; a direct response from customer service to my emails has not been received). While this is great, I am still concerned about the lack of response to my emails from customer service being that I prepaid for the next several months and now do not trust that customer service will respond to my inquiries should any issues arise. I most likely will not purchase items in future Popup sales as I cannot be sure if there will be shipping issues or not. Many customer reviews have noted missing items with inquiries to customer service not being followed up for weeks or not at all. Of course I cannot attest to the accuracy of these experiences but neither can I discount them given my experience. Moreover, while it is understandable that items may ship separately, it makes little sense to provide the same tracking number for all items if not all items have shipped being that customers will continue to question missing items as I have seen on Facebook, Reddit, and Influenster among many other websites. Rather than providing the same tracking number and essentially misleading customers into thinking that all items have been shipped together (which again causes confusion as to whether or not items are missing, especially for new customers unfamiliar with this service), it would make sense to list tracking numbers only for those items that have shipped. At the very least, customer service should respond directly to all customer inquiries and provide an explanation specific to said inquiries for greater clarification and customer satisfaction. Ignoring customer inquiries or feedback does not leave a positive impression on customers or facilitate trust. I am very disappointed with the customer service experience thus far and although I have enjoyed the products I received, I admit that I am frustrated that I prepaid as I'd rather subscribe to a service that values my business and addresses my concerns rather than ignores my requests for assistance or clarification on its policies. If email is the only method for customers to contact customer service, responding to those emails should be a priority.

I have been a member for 2 months and subscribed to the Luxe and premium box. I Have only received 1/4 of the boxes and still no resolution or effort First month I only received one of my boxes also placed an order at the pop up and never received my products. I am very patient and understanding due to Covid I know it is very busy. Now the second month is here and FedEx confirms my boxes were lost and I spent over $100 in the ad on Shop. I have been jumping through hoops speaking to multiple representatives from Boxee charm not one of them has provided me any sort of resolution and my money is going down the drain I was very excited to become a loyal customer and feel that I have been pushed to the side And taken advantage of. I even offered to send prepaid FedEx labels so that I was able to receive my packages every month without an issue. My first impression was my only box had four items in it which I did not hold against them then I realize my second box never came and now both of my boxes for the month of September are lost and I explained that FedEx needs them to file a claim and taken advantage of. I even offered to send prepaid FedEx labels so that I was able to receive my packages every month without an issue. My first impression was my only box had four items in it which I did not hold against them then I realize my second box never came and now both of my boxes for the month of September are lost and I explained that FedEx needs them to file a claim every time I email a different person will send me the exact same message that I have received before without even reading the chain below or taking the time to read the details. I even told them if we could work something out and make this right I would continue to be a loyal customer as I am very patient and understanding but now I'm at the point where it's been over a month and still no resolution on Augusts missing box. I've asked to be connected to a manager on multiple accounts and my emails are being pushed to the side I'm really disappointed because I was looking forward to saving money and all the trips I take to sephora but this has all resulted in poor customer service poor management and lack of proper company representation. The fact that I am repeating Lee telling them that if they can make this right that I would forgive them and we would have a new beginning is shocking because if you look up how much money I have spent not only on the subscriptions but on the add-ons and pop-up shop you would see I'm a very loyal customer I even referred my mom and I have never posted a complaint on Complaintsboard.com before but it has taken me to this to try and get somebody's attention in management to hopefully resolve this. I would really appreciate if something can be done as I feel completely taken advantage of my kindness is my weakness and I am not a money bank. I would recommend to employ a better customer service representatives because I see half of the complaints are related to delivery communication and customer service satisfaction as a businesswoman myself I know these are very key components to running a successful business and I am hoping that we can move on from this and make things right

They charged my card for products I did not get. I subscribed on May 29 for the Charm and Luxe boxes. May 29, they charged my credit card $26.75 for the Charm box, it posted on May 30. On June 1, they charged my credit card $26.74 for the Luxe box, it posted on June 2. The first reason they gave me: I subscribed in May, but they ran out of May Charm boxes. I am disputing a charge made to my account on May 29, for which I did not receive the June Charm box. I have tried so many times, by email to get a reasonable solution... Why did they charge my account on May 29 for the Charm box and June 1 for the Luxe box, but only sent the Luxe box ~3 of 4 weeks later? June 10: Boxy Charm: Your BoxyCharm order is on its way! June 16: Me: "Have Not Received My Boxy Charm" Boxy Charm: Automated Reply June XX: X:XX PM - Boxy Charm: check the address I gave them. Me: They sent the Luxe box to the same address June XX: XX:XX AM - Boxy Charm: reviewed my account and are happy to confirm that my payment was successfully posted on 6/1 Feel free to reach out if you have any further questions or concerns. They Completely ignored my May 29 payment June XX: X:XX PM - Me: I am reaching out... When will I receive my Charm box? June XX: X:XX PM - Boxy Charm: truly sorry to hear that this experience has triggered your desire to cancel your subscription. June XX: X:XX PM - Me: I still don't know when I will receive the box that I paid for last month. June XX: X:XX AM - Boxy Charm: Peeked into your account and see that you joined us for the June BoxyLuxe. At the time you subscribed, the May Boxy was no longer available and began preselling the following month's box on our site. June XX: X:XX AM - Me: cancel my subscription. Please send the order that I paid for in May or refund my money June XX: X:XX AM - Boxy Charm: at the time you subscribed on May 29th, the May Boxy was no longer available and we began preselling June Boxy Base on our site. Unfortunately, you have not purchased any May Box reason (?) why we can't refund or replace this box. We have included instructions on how to cancel your subscription. June XX: X:XX AM - Boxy Charm Automated email: Please tell us how we did. June XX: X:XX PM - Me: This makes no sense. Why did I get the June Luxe box. I ordered it right after I ordered the June Charm box, same day, minutes apart. Please give me a phone number to speak with someone. I sent them an email thru their site with these questions and their response was that it takes 2 to 3 days for them to get back to me. June XX: X:XX AM - Me: it has been 4 days since I sent an email thru your site, which is 1 to 2 days longer than the estimated 2 to 3 days. I did not get a response from them. June 27: I cancelled the subscription June XX: X:XX AM - We're sorry to see you go, but we get it. June XX: X:XX AM - Boxy Charm: we sincerely apologize for the inconvenience that this situation has caused you. We have reviewed your account and we can see that you have pre-purchased the June box on May 29 and you upgraded your subscription to BoxyLuxe which was billed on June 1. Once an order is placed, our refund policy doesn't allow us to refund, return or exchange. June 29: Me: how did I upgrade something I did not get? They keep sending me emails to reactivate. I asked them to stop, but they haven't.

Over the last 12 months I have consistently not gotten products in correct shades according to my stated preferences and gotten open and contaminated. October I got a lipstick shade not selected on my beauty quiz, every subsequent month I've gotten products that I stated least wanted on a scale of 1-11, 1 being most wanted and 11 being least wanted. On the beauty quiz there is also an area where they say a product such as mascara and we pick whether we would like to get that product "often", "sometimes" or " rarely" and 80% of these last 12 months they have sent me products I have checked rarely. This service is supposed to be a makeup and skincare box and I have gotten a cup this month as well as a hand wash this month. They have sent me mask products the last 2 months in a row which I selected I wanted "rarely" and also not selected as a preferred product. I put up with their mistakes until recently but they are not a new business and I keep getting excuses for their mistakes such as "we are still trying to learn how to best customize the boxes for our customers." After 7 years they should have that perfected by now. This month I received an eyeshadow palette that had a fingerprint in one of the shadows as well as one shadow had a scratch through it and one had a little chunk missing. It was The Queen palette by Eloise. They also sent me THE darkest shade of the Fenty highlighter and in my beauty quiz I have always had it filled out stating that I have a fair to light complexion with neutral undertones. The same happened with the Persona cosmetics lipgloss. I was sent the darkest shade in a brown color and I had pinks selected for my lipstick shades. Cups have nothing to do with makeup and skincare and are not on the 3 quizzes that they have you fill out in order to customize your boxes. Last month ( August) we were allowed to choose one product and I chose the Too Faced Born this Way concealer in the shade "Pearl. They sent me an email confirming that I would receive my choice item. When I got the box I got the shade "Golden Beige." They compensated me with charm points equal to the retail price to use only in their charm room which rarely has more than a few products to choose from and it's more often than not leftover junk they couldn't sell from the last 6 months or more. Most products have bad reviews on them as well. They also inflate the prices on the products in our boxes like the Byroe tomato face serum that had a retail value of $150 and they were selling it for $12 in their add ons section only 3 weeks later. Customer service is done by email only which takes so much longer to get issues resolved. They keep repeating themselves as to why the screwed up my box again this month and I have had it with their excuses especially since I now know they have been in business for 7 years. They advertise and promise that they carefully go by our beauty, complexion and hair quizzes/ profiles to curate our boxes to our preferences and that is an outright lie. They should be held accountable for their mistakes and deliver the correct shades and products instead of just giving us charm points/ money for crappy old products. I would include a picture of all the products that I have received by mistake but I would not be able to show them all properly in one picture.

I didn't receive an item in my box that I was supposed to, the CSR asked me for proof that it was due. I provided that proof and the CSR lied to me. I used to be a base box, premium, and luxe subscriber. When I signed up for premium, I was under the impression that it would replace the base box. I wrote to the CSR address to ask about this and was told that it wouldn't automatically replace it, but I could cancel the base box if I wanted. I asked at that time if I would still receive my choice option with my premium box and I was assured that I would. The box came and the choice item was not in the box. I emailed the customer service address to ask about this and was asked to provide proof of what I was told. I sent the forwarded email as proof to show that I was indeed told I would receive this item. They later on wrote me back dictating rules to me that I was not aware of and that were directly contradicted by what I was previously told, before I canceled my base box. These interactions took place over the course of a month. My emails were not answered within 48 hours, they sometimes took as much as two weeks to respond. Each response seemed to ignore what had previously been talked about and this conversation when in a circular manner. They never once acknowledged what I had been told by the initial CSR, who I spoke with more than once to clarify my options. Today, after more than a week they finally responded to the email I sent them showing proof of what I was told and took zero responsibility for their mistake. They tried to blame this on me, as if I would somehow know something their previous CSR's weren't even aware of. This is not the first time I have had an issue with Boxycharm and their customer service. I have received many damaged items in the mail, items that were dried out, and have items come up missing entirely. Whether or not you get an actual response to an email is hit or miss. They often promise that missing items will come in the next box, but then they don't show up. Orders do not arrive on time and the value of their products has gone way down hill. They misrepresent the value of the items in their boxes, claiming that they are high end items when in fact they are produced in China. I recently placed a very large order of items from their boxy pop-up shop and they all arrived beat up. No padding was placed in the package, so these items I had intended to give away as gifts for my sister and mom are completely beat up. Embarrassingly so! I have also received eyeshadow palettes in the past that had finger smudges on the shadow. They looked like items that had been returned and repackaged. I've been sent items that had smashed mirrors. Something that could not happen in transit. I am really upset with the overall lack of customer service and the patronizing, dishonest, manner in which they treat their clients. I have been a loyal Boxycharm supporter for years and I am at the point of canceling my subscription. I cannot believe how beat up these products are in my latest delivery. They look like they were stomped on. I spent hundreds of dollars in the Boxy pop-up store and I'm furious. This latest issue with them ignoring their own mistake and trying to pin it on me is the last straw. This is a dishonest company that is defrauding their customers, by misrepresenting the value of goods and items.

In Nov 2019 I ordered $154 of products and to this day have not received any products or a refund. Emails are ignored. No explanation given. On November XX XXXX I ordered $153.72 of products from the "BoxyPopUp" held on Boxycharms website. This is order #XXXXXXXXXX. I received a confirmation email that stated items would ship in December. My American Express credit card was charged immediately, transaction ref #XXXXXXXXXXXXXXXXXX. On December 24th after not receiving any update I emailed the boxycharm customer service to inquire about my order. Boxy emailed me on Dec 25th stating they couldn't access my account as it used a different email. On Dec 26th I emailed with all the information they asked for to verify my account. The email address they could not use was ***@gmail.com, the email on my account is ***@gmail.com which according to google is the same email. Boxy responded and said one of their specialists will be assisting me as soon as possible. On Jan X XXXX I emailed again asking for my order or a refund and. For someone to respond to me as I never heard back from Boxy after Dec 26. On Jan 5th Boxy responded "the assigned team is still conducting an investigation regarding the status of the order." On Jan 9th Boxy emailed me, " Our team is doing their best to make sure that this will be resolved as soon as possible. We're so sorry that this takes some time to resolve, but we guarantee we will get in touch with you as soon as possible." On Jan 14 Boxy emailed me, "We appreciate your patience as we continue to look into this matter for you. We can assure you that we will be with you as soon as possible." After not hearing anything else from Boxy on Jan 29 I emailed them asking for an answer ASAP. They did not respond. On Jan 31 I emailed again and asked if anyone was going to respond and asked for a refund. On Feb 2 Boxy emailed me, "We sincerely apologize for the inconvenience if you still haven't received an update from us regarding your November BoxyPopUp order. We do understand your frustration is it's definitely not the experience we want you to have from us. Based on the information we have, this is still being investigated on our end. We will be sure to reach out to you as soon as we reach a resolution. In the meantime, please do not hesitate to reach out to us if we may assist you further." On Feb 10 I emailed Boxy asking for the details they were using to investigate and why it was taking over 2 months to investigate. I expressed my frustration and belief that they were acting unprofessionally by not emailing me unless I kept emailing them first. I asked them to not apologize but instead give me details. I asked them if they had any way to prove they ever shipped the order. On Feb 17 a week later. boxy emailed me, "Thanks for following up with us! We sincerely apologize for this inconvenience. We have already escalated your concern, and once we receive any information regarding your November PopUp purchase, we will definitely contact you as soon as possible. We hope this helps and we wish you a Charming day ahead." This is the last email I have received from BoxyCharm regarding my order from November. They have not responded since. I have tried to talk to them through their social media pages on Facebook and Instagram, and I am ignored there also. At this point this company has stolen my money and will not return it. It is too late to dispute the credit card charge and it is interesting that when the cc dispute window was closed was when Boxy stopped responding to me.