Boxycharm
Reviews and Complaints

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.