Is anybody else still subscribed to this box? Or have any of you had any problems with cancellation? I was initially very excited about the idea and based on some reviews it looked amazing, so (despite having a meager budget) I joined last month. Now, I'm... increasingly wishing that I hadn't. It's hard to say for sure because I haven't received a box yet but I'm mainly concerned about the customer service.
As for not yet receiving a box, so far that's understandable -- I joined in the early morning hours of the 16th, so RIGHT after the shipping date for last month's box. The "thank you" screen indicated that I'd receive last month's Oregon box, but since I technically
did join after the cutoff to receive last month's box, I'm okay with waiting until they ship this month's.
However, in the time waiting for my box to arrive, I've re-considered my decision to subscribe. I probably shouldn't have been so impulsive, but even with the "lifetime discount", $40 per month is a LOT to spend on one sub with my budget. And even though I was prepared to wait, I didn't know when they'd charge for a second box and kinda wanted to avoid being charged for a second one before receiving my first box. So I decided to cancel my subscription.
(In all seriousness, is that bad sub box etiquette or something? Cancelling before you receive your first box? I honestly don't know. But I'm not expecting a refund in lieu of a box or anything. I'd still like the upcoming Hawaii box, I just think it's a little too pricy to pay for any more after that -- no matter how amazing the box might be.)
So a few days ago, I emailed them via that "contact us" tab on their website. I received a response the next day, that my message had been received and was "under review" (no further instructions or indication there'd be any follow-up). Which seemed a little odd (is it
that difficult to answer whether or not I can cancel now, and whether I'll still receive the box?) but okay.
Today -- almost 3 days later -- I realized that I never did hear anything back from them. I went back to their website to check it out, and somehow found a separate site (? -- escape.zendesk.com) for customer service inquiries. It wouldn't let me log in with my regular password, so I annoyingly had to request another one.
Finally, I managed to get in... and saw that my "case" had been "solved." (???) I clicked on the link anyway, and saw that some representative "assigned to my case" had actually responded to me within 24 hours of my original inquiry; they just didn't bother to send it to my actual email account, or even let me know that I had a message waiting at this zendesk site.
This was my response from the representative:
Quote: Hi Tamara,
We're so sorry to hear about you ending your Escape Monthly subscription. I'd be very happy to help
/emoticons/
[email protected] 2x" width="20" height="20" /> Before I cancel you, may I ask if there was any specific reason for the cancellation today besides budget? We have some incredible boxes coming up, and I think you'll really enjoy them. I'd hate for you to cancel before you get to experience a box!
Please let me know if you'd like to try the box first or if I should go ahead and end your subscription
/emoticons/
[email protected] 2x" width="20" height="20" />
In bliss,
Rebecca Rainbow
Expert Escapist
Maybe I'm just crabby after having to take so many extra steps to even FIND her response, but I found it very,
very annoying. (Plus, I clearly wrote that I'd still like to receive the box if possible, I just needed to cancel the ongoing subscription.) Is this common? Or a red flag? Or just because they're new, perhaps? There are a lot of subs I still haven't tried, but so far all the ones I've cancelled have either made it easy by including an option to cancel on their website... or responding with a brief "sorry to hear that, we hope you'll return, cancellation confirmed" email within 24 hours. Even the ones I've had to call have been cool about it and didn't press me as to whether there was "any other reason" I had to cancel. SHOULD there be another reason, Escape Monthly?
Meanwhile, the complaints on their Fb page about prize winners not receiving their supposed prizes aren't exactly making me feel better....