PopSugar Must Have Luxury Edition Box

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My soap broke and covered everything in the box. The only thing salvagable were the nail polish and the lotion. I was shocked at the fact that they shipped a glass bottle in that fashion. The soap mixed with the tissue paper and was a nasty mess. I live in Florida so the soap had over 10 days to soak into everything! I emailed PS and they asked for photos. I sent photos of the damage. They said they would ship out a replacement box in the new year once they got more products. I said I wanted a refund. They said "no" I said I would dispute the charge and they refunded the box. BTW, my cuff, which was covered in sticky soap was also bent and the velvet pouch it was in made it black! Ugh, Ugh, Ugh. 
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I'm surprised they put up such a "fight!" They're probably getting sick of all the complaining - but it is there fault. I'm sure they're aware of how long it takes to ship their boxes. To add a glass bottle of had soap just wasn't a wise decision on their part.
 
i can't believe it was glass.  mine survived so nothing was ruined but the way it was packed was ridiculous!

i did get mine on christmas eve so i guess it made it in time.  i am keeping this one more month before i throw it out the window.  i convinced a friend of mine to subscribe and she was disappointed with december's box and i feel bad now the lux box was crap too.

ugh ugh ugh!

I am slowly moving away from these services!  if i cancel ps, i only have beautybar and birchbox left...cancelled ipsy because last 2 months were terrible!

 
I think that this was a good experience as it knocked some sense into me. I have one more month paid for and then I'm done with these boxes. Fun but kind of stupid way to spend money. I'm going to take the money and buy something that I really want with it from now on. 

 
Yeesh! What if you had thrown it out or cleaned it up already and couldn't take photos? I realize they must be bummed that their profits are being cut into but it was their Choice to ship glass,in winter,using a slow service that might not get there in time. I could have made the same mistakes but it's not their customers' fault. Learn from the experience and take responsibility. They have a good thing going but they need to maintain it with conscious customer service

 
Their customer service was steller until the luxury box came into play. The problem is that their not taking any responsibility even though their completely at fault. My men's luxury box was never even shipped- it wasn't until Saturday that I tried to track and it wasn't even in the FedEx system. They apologized and refunded my box. Come on popsugar- you guaranteed an item by Christmas Eve and my box wasn't even sent out, i deserve more than just a refund but they felt a apology was enough. Pop sugar is a complete disappointment and most people are not going to put up with this type of behavior.

 
Originally Posted by Shauna999 /img/forum/go_quote.gif
Their customer service was steller until the luxury box came into play. The problem is that their not taking any responsibility even though their completely at fault. My men's luxury box was never even shipped- it wasn't until Saturday that I tried to track and it wasn't even in the FedEx system. They apologized and refunded my box. Come on popsugar- you guaranteed an item by Christmas Eve and my box wasn't even sent out, i deserve more than just a refund but they felt a apology was enough. Pop sugar is a complete disappointment and most people are not going to put up with this type of behavior.
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I still think you should get more than just a refund! That is ridiculous. Are you a current PS subscriber? If so they should at least comp one of your upcoming boxes or put some "extra's" in it for the MAJOR inconvenience of finding out on Christmas Eve day, that your box (gift) won't be there for Christmas. 

Did you speak to a live person or was this all through email?

 
Originally Posted by LisaLeah /img/forum/go_quote.gif

I am so sorry you didn't get yours either. We need to make sure PS knows that is didn't arrive in time for Christmas as they guaranteed.

(we ordered the box on Nov 7th!!!)

My box is supposedly going to arrive today. (it's currently in Allentown PA which is 3 hours away, so I won't hold my breath).

In any event I was thinking to contact CS after my box arrives,  in case anything is spilled or damaged, like a few of the boxes were.

What about you? What are you thinking?
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I have already emailed PS CS three times, since the 22nd and have not heard a responce back. I still do not have my box, i have called consumer affirs regarding it, and filed a complaint with my local post office.

 
I have already emailed PS CS three times, since the 22nd and have not heard a responce back. I still do not have my box, i have called consumer affirs regarding it, and filed a complaint with my local post office.
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Really that long? I sent them a message on Monday and haven't heard from them yet. I guess I should wait a while too. No box, no tracking number, no confirmation of Anything. This makes no sense for an company!
 
I still think you should get more than just a refund! That is ridiculous. Are you a current PS subscriber? If so they should at least comp one of your upcoming boxes or put some "extra's" in it for the MAJOR inconvenience of finding out on Christmas Eve day, that your box (gift) won't be there for Christmas.  Did you speak to a live person or was this all through email?
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Thanks girl for being my cheerleader :). I've only emailed them- maybe I'll give them a call tomorrow on my lunch break. When I emailed them Saturday night- they emailed me back pretty quickly- it was Sunday late morning when they responded. They did refund the box but they haven't answered my rant email from Sunday night. I'm thinking they'll eventually get to all of us unhappy gals.
 
I'm guessing their offices might be shut for the holidays. Try tweeting to them - that always works for me when I am unable to get in touch with customer service through email.

I hope they refund all of you who got ruined boxes, it is such a bummer especially because we spent $100 and you don't deserve that during the holidays. They could have skipped that horrible soap and sent it faster. If you are unable to get in touch with them, I recommend you all dispute it with your credit cards.

Originally Posted by Freezymama /img/forum/go_quote.gif


Really that long? I sent them a message on Monday and haven't heard from them yet. I guess I should wait a while too. No box, no tracking number, no confirmation of Anything. This makes no sense for an company!
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Does anyone have a close up pic of the
Mesh clutch? The top of mine was twisted making it impossible to open :( /emoticons/[email protected] 2x" width="20" height="20" /> plus the cuff was bent as well! Was the chocolate set supposed to include just 3 varieties? Mine included 3 each of 3 different favors.

Overall I was disappointed. I had expected this box to really wow me, in my opinion it fell short.
 


Sorry, I could not figured out how to put an image in the spoiler window - chocolates were missing....

 
So I emailed popsugar about my missing luxury box, their response,

[SIZE=9pt]Thanks for your email! I'm so sorry to hear that your package is missing. Our records indicate that your Luxury PopSugar Must Have box was delivered on December 19 to the address provided. Please know that once a package has been marked as delivered by the USPS, it is no longer within our control. If you have not already I would suggest contacting your local post office to get a little more information from them, such as what time it was delivered, by whom, etc. I would also contact your neighbors, landlord, building manager, or superintendent to see if any of them are holding your box for you (this has been the case for many subscribers in the past). Please keep us posted and if you have not located your box within the next couple days, please let us know and we can continue to work with you to locate it.[/SIZE]

[SIZE=9pt]Thank you!
POPSUGAR Support[/SIZE]


I know it isn't their fault that my box was misdelivered or stolen or whatever but in my email I explicitly stated that I'd already contacted the post office. I am hoping that they send out a new box or refund my money or something. I am planning to cancel my subscription after this mess and the crappy boxes they've sent the last couple of months. Figured if I only use 1-2 products out of each box I'm ahead to take my $35 and just buy what I want.

 
Originally Posted by Loladevil /img/forum/go_quote.gif

So I emailed popsugar about my missing luxury box, their response,

[SIZE=9pt]Thanks for your email! I'm so sorry to hear that your package is missing. Our records indicate that your Luxury PopSugar Must Have box was delivered on December 19 to the address provided. Please know that once a package has been marked as delivered by the USPS, it is no longer within our control. If you have not already I would suggest contacting your local post office to get a little more information from them, such as what time it was delivered, by whom, etc. I would also contact your neighbors, landlord, building manager, or superintendent to see if any of them are holding your box for you (this has been the case for many subscribers in the past). Please keep us posted and if you have not located your box within the next couple days, please let us know and we can continue to work with you to locate it.[/SIZE]

[SIZE=9pt]Thank you![/SIZE]

POPSUGAR Support


I know it isn't their fault that my box was misdelivered or stolen or whatever but in my email I explicitly stated that I'd already contacted the post office. I am hoping that they send out a new box or refund my money or something. I am planning to cancel my subscription after this mess and the crappy boxes they've sent the last couple of months. Figured if I only use 1-2 products out of each box I'm ahead to take my $35 and just buy what I want.
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does it say anything about how they handle lost packages in their terms and conditions? if not, I would demand a refund. You didn't get what you paid for. $100 is a big loss.

 
does it say anything about how they handle lost packages in their terms and conditions? if not, I would demand a refund. You didn't get what you paid for. $100 is a big loss.
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Also, you might want to check the T&Cs for the credit/debit card you used. Some of them will cover this sort of loss and refund you if it is stolen even though USPS shows it was delivered.
 
Originally Posted by Nikki Apostolou /img/forum/go_quote.gif


I have already emailed PS CS three times, since the 22nd and have not heard a responce back. I still do not have my box, i have called consumer affirs regarding it, and filed a complaint with my local post office.
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Wow. Well you are doing the right thing. Please let us know how it turns out. And I will do the same.

 
So I emailed popsugar about my missing luxury box, their response, Thanks for your email! I'm so sorry to hear that your package is missing. Our records indicate that your Luxury PopSugar Must Have box was delivered on December 19 to the address provided. Please know that once a package has been marked as delivered by the USPS, it is no longer within our control. If you have not already I would suggest contacting your local post office to get a little more information from them, such as what time it was delivered, by whom, etc. I would also contact your neighbors, landlord, building manager, or superintendent to see if any of them are holding your box for you (this has been the case for many subscribers in the past). Please keep us posted and if you have not located your box within the next couple days, please let us know and we can continue to work with you to locate it. Thank you! POPSUGAR Support

​
I know it isn't their fault that my box was misdelivered or stolen or whatever but in my email I explicitly stated that I'd already contacted the post office. I am hoping that they send out a new box or refund my money or something. I am planning to cancel my subscription after this mess and the crappy boxes they've sent the last couple of months. Figured if I only use 1-2 products out of each box I'm ahead to take my $35 and just buy what I want.
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I hate it when companies try to make you do all the follow up work. So sorry you're dealing with this.
 
Originally Posted by wldflowur13 /img/forum/go_quote.gif
Does anyone have a close up pic of the

Mesh clutch? The top of mine was twisted making it impossible to open
frown.gif
plus the cuff was bent as well! Was the chocolate set supposed to include just 3 varieties? Mine included 3 each of 3 different favors.
Overall I was disappointed. I had expected this box to really wow me, in my opinion it fell short.
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I can probably take a pic when I get home later tonight to send you one, mine was hard to figure out how to open at first, but works fine, it's just delicate. 

 
If they did not insure it and you did not get it, you deserve a refund. If you are sending something worth $100, you should require a signature or you assume the risk. I have an ebay business and it is always my problem if a package is not received. That is why I use insurance, signature confirmation etc when sending valuables.

 

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