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Thanks so much Ann, I'd appreciate a pic.
PopSugar Must Have Luxury Edition Box
- Thread starter JenniferV
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Thank you. This is very valuable insight!
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You gals who've had trouble with shipping and FedEx, your issues are not with PopSugar, but with FedEx/SmartPost/USPS.
Yes, they do chose/select SmartPost and yes they could have shipped the boxes earlier (all depending on if they have all the products in time to pack them). But once FedEx/Smart Post picks up the packages (or they are dropped off) PS has no control over the arrival or condition of your box or items (I say this as my bf works for a company that does a lot of shipping, once it leaves his hands he has no control over it - as PS has said). It is the holidays, massive shipping is taking place, FedEx was behind on updating everyone's tracking info (mine included).
You can complain and blast PS and demand hand written apology notes all you want (I'm kidding), but once the box leaves their "hands" it is a FedEx/SmartPost/USPS issue to be sorted through. If you don't get your box at all (after exhausting a FedEx/SmartPost/USPS traces and hunting it down yourself (yep sometimes you have to do some of the leg work - just like life) and all the necessary steps), then PS should be contacted and they should do whatever steps (ship another one, refund the cost, etc.) to rectify the situation. Just know that you'll get further with any company if you are polite and cordial and professional.
I feel like some of you gals are really, really, really expecting the world here for some snafus that just happen in life. Shipping of things get delayed, boxes go missing, stuff arrives broken or is missing. It's never, ever going to be 100% perfect. You can be upset, and mad/sad or angry. And you have every single right to be, it's your money after all!!! But you are taking a risk purchasing the "unknown" you are assuming the responsibility of paying your money for something that may not be to your liking (or even show up!) ---but you KNOW that going into the subscription world -- or really buying anything online ever. I, myself, just dealt with awful customer service from Fandango for buying a gift card. A little piece of plastic!
Finally, you speak louder with your pocketbook/money than angry emails and nasty notes and rants to PS. They're not going to respond to those, other than simply apologize. Really what can they do if you didn't get chocolate you like or a scent you hate? That sort of comes with the turf of buying the largely unknown. If you really want to take a stand, cancel your subscription and move on. I see so many notes of people complaining about how unhappy they are, how they hated the products, hated the mailing/shipping, hated the customer service, hated the price, but then go...oh but I'll give it another month so "we'll see."
If you had awful food at a restaurant and became sick would you go back there next month to eat? C'mon girls. Be smart.
*This is not a personal attack on any one poster here, just a summary of my thoughts. Nor is it meant to be taken in a harsh or mean tone* I really like PopSugar and I really wish all of you the best in getting your shipping and box issues sorted out.
Yes, they do chose/select SmartPost and yes they could have shipped the boxes earlier (all depending on if they have all the products in time to pack them). But once FedEx/Smart Post picks up the packages (or they are dropped off) PS has no control over the arrival or condition of your box or items (I say this as my bf works for a company that does a lot of shipping, once it leaves his hands he has no control over it - as PS has said). It is the holidays, massive shipping is taking place, FedEx was behind on updating everyone's tracking info (mine included).
You can complain and blast PS and demand hand written apology notes all you want (I'm kidding), but once the box leaves their "hands" it is a FedEx/SmartPost/USPS issue to be sorted through. If you don't get your box at all (after exhausting a FedEx/SmartPost/USPS traces and hunting it down yourself (yep sometimes you have to do some of the leg work - just like life) and all the necessary steps), then PS should be contacted and they should do whatever steps (ship another one, refund the cost, etc.) to rectify the situation. Just know that you'll get further with any company if you are polite and cordial and professional.
I feel like some of you gals are really, really, really expecting the world here for some snafus that just happen in life. Shipping of things get delayed, boxes go missing, stuff arrives broken or is missing. It's never, ever going to be 100% perfect. You can be upset, and mad/sad or angry. And you have every single right to be, it's your money after all!!! But you are taking a risk purchasing the "unknown" you are assuming the responsibility of paying your money for something that may not be to your liking (or even show up!) ---but you KNOW that going into the subscription world -- or really buying anything online ever. I, myself, just dealt with awful customer service from Fandango for buying a gift card. A little piece of plastic!
Finally, you speak louder with your pocketbook/money than angry emails and nasty notes and rants to PS. They're not going to respond to those, other than simply apologize. Really what can they do if you didn't get chocolate you like or a scent you hate? That sort of comes with the turf of buying the largely unknown. If you really want to take a stand, cancel your subscription and move on. I see so many notes of people complaining about how unhappy they are, how they hated the products, hated the mailing/shipping, hated the customer service, hated the price, but then go...oh but I'll give it another month so "we'll see."
If you had awful food at a restaurant and became sick would you go back there next month to eat? C'mon girls. Be smart.
*This is not a personal attack on any one poster here, just a summary of my thoughts. Nor is it meant to be taken in a harsh or mean tone* I really like PopSugar and I really wish all of you the best in getting your shipping and box issues sorted out.
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Also, can someone point to the 12/24 "guarantee" as in post a pic of their email or communication where it said they were "guaranteed" to arrive by 12/24?
My email said these boxes will arrive by 12/24. Nothing was EVER guaranteed.
My email said these boxes will arrive by 12/24. Nothing was EVER guaranteed.
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girl... you said everything i've wanted to say the past two weeks i've been reading this thread. I feel bad for anyone who had broken or lost boxes of course ( my soap was wrapped in heavy bubble tape and tissue so not sure how it broke for most people) , but PS is doing their very best replacing boxes, giving refurnds or what not. If people are not satisfied simply cancel or do not buy a luxury box again.
kudos.
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agreed with both of you!
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I understand what you are saying, but there have been enough complaints about their shipping service that they should look into it. I am sure they are sick of hearing all the issues with Smart Post. I would rather pay for shipping and have normal FedEx ground or UPS. I always ask now what the shipping service is because I will pay extra just not to have it go UPS Basic or Smart Post. Also if you guarentee for Christmas, then you better ship with a service that will get there before Christmas. If you look at the scans that are done with Smart Post, it is no surprise of the damages. Way too much handling involved with that service. I am a Transportation and Distribution Manager for large cosmetics company and really it is time for them to take a serious look at their method of shipping. It is their hands to ship their product with a reliable service. I really believe USPS would do a better job both in service and a reduction of damages.
Isn't stating that boxes will arrive by 12/24 a guarantee? It certainly is a promise.
One that they sent out to all their subscribers to encourage to buy this a holiday gift.
If they wanted to be accurate, they should have stated boxes MAY arrive before 12/24. Or at least clearly state that an Xmas arrival is not guaranteed. Seriously, when you order something on Nov 7th, there is an assumption it will naturally arrive before 12/24. Especially if they say so in their communication.
Shipping is always a mess around the holidays. PS should take that into account when they create a ship date. They also should have shipped the east coast boxes before the west coast ones. It is their responsibility.
My box did not arrive due to any other reason then it was shipped on the 17th and miraculously was expected to make it across the country, during the height of the holidays.
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Maybe they will, but I would be shocked if they changed shipping services. I'm willing to bet SmartPost is most cost effective since we're not incurring shipping costs. But who knows, perhaps they could look into an option for those who want to pay shipping.
I don't think it was every guaranteed by Christmas it was just emailed that they would arrive by 12/24. I can find nothing about a guarantee. I think that was kind of talked up on the posts here and everyone started jumping on the word guarantee.
I agree with everyone else, Smartpost is awful and slow and frustrating, another service could probably be better, but with that would come a price change in the monthly cost or an additional shipping cost. Which, I'm sure would get just as many complaints if that service failed in anyway too. Imagine when you PAY for shipping AND your box and it still goes missing. Oy, there is no winning!
If a restaurant gave me food poisoning I would not go back. But if it was simply a bad meal or bad service or a hair in my soup, I would give it another chance, especially if other people raved about it.
This is about a hair in my soup, not food poisoning.
They can make it right if they so desire, or make it wrong by not taking responsibility.
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I certainly understand what Ann T. is saying. I agreed with her and I cancelled my subscription a few days ago! It wasn't just based on this box (though it didn't help), but with the previous boxes, customer service, and shipping all together. I've actually decided to cancel all my subscription boxes and just start putting the time into researching what I like and paying for the products I know I will enjoy. Or, at the very least, buying them from a store that will let me return them if I don't like them!
As for the 12/24 ship date, I DO believe that was an implied guarantee if not a written one. Yes, the weather and other obstacles can prevent on time shipping, but they know this. It is their responsibility to get the product shipped out early enough to account for such things. That's my two cents (that's actually worth one penny).
As for the 12/24 ship date, I DO believe that was an implied guarantee if not a written one. Yes, the weather and other obstacles can prevent on time shipping, but they know this. It is their responsibility to get the product shipped out early enough to account for such things. That's my two cents (that's actually worth one penny).
Agree! An implied guarantee is binding, otherwise they need to include a disclaimer, so they are not legally obligated to deliver when promised.Originally Posted by maclothier /img/forum/go_quote.gif
I certainly understand what Ann T. is saying. I agreed with her and I cancelled my subscription a few days ago! It wasn't just based on this box (though it didn't help), but with the previous boxes, customer service, and shipping all together. I've actually decided to cancel all my subscription boxes and just start putting the time into researching what I like and paying for the products I know I will enjoy. Or, at the very least, buying them from a store that will let me return them if I don't like them!
As for the 12/24 ship date, I DO believe that was an implied guarantee if not a written one. Yes, the weather and other obstacles can prevent on time shipping, but they know this. It is their responsibility to get the product shipped out early enough to account for such things. That's my two cents (that's actually worth one penny).
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If it didn't say will arrive by 12/24 "guaranteed" then I didn't assume it's a guarantee (and I got mine on time and I'm as East as you can get, but not without some investigating on my part and tracking it down myself). I agree they should've said in a note that they may be delayed due to unforeseen circumstances (but then that wouldn't really encourage sales either if they placed doubts).
I agree, shipping could have been earlier to ensure everyone got their boxes by 12/24. But I see a lot of posts hoping on a word that was never mentioned.
I certainly think a whole bunch of things could have been better: better packing to prevent broken items, better shipping method/option, better communication.
I think my note was more directed at those attacking PS for shipment when really there is nothing they can do after it leaves their hands. Maybe PS will consider a different shipping option or to ship sooner in the future, but being a fairly new sub, I'm thinking they've got some things to work on and work out in the New Year. Here's to hoping we get everything we want.
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I did not opt to buy the luxury box (thank goodness) but I did get a 3 month sub for $75, set to expire in January! That will be my last one also. BTW, when do I have to cancel by in January to make sure they don't "renew" my subscription and charge me $35 for February??
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I'm sorry to say this, but when you say something will arrive by the 24th it is a promise which is binding. What ever you state on your website or through emails is an advertisement and companies have to honor it. Otherwise it is false advertisement which is illegal.
For an example here's an email I received from popsugar:
Hi .....
Thank you so much for your email and we're thrilled that you are anxiously awaiting the arrival of your December and Luxury boxes. Your December box is currently on its way to you and feel free to track it with the number ..... As for your Luxury box, we would like to assure you that it will be shipping out within the next day or so and once it does you will receive an email from us with all the information you need to track its journey. Please know that your boxes will arrive no later than December 24th and we hope you enjoy them! If you have any further questions or concerns, please don't hesitate to contact us.
Happy Holidays
POPSUGAR Support
Here's another one:
Thank you for ordering a PopSugar Must Have Luxury Edition. We're so excited to share our must indulgent Must Have box yet.
Some things to remember:
- You're all signed up and will receive an email from us when your box is on its way!
- Your order total is $100.00, including free shipping.
- For easy reference, your subscription number is ....
- Your Must Have Luxury Edition box will arrive by December 24th.
- Visit PopSugar.com/musthave to log in to your account at any time.
Thank you for posting this!
Case closed.
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I finally got a response. Which pissed me off so much since they blatantly disregarded most of what I said. Plus my January is already free from referrals. Ugh. Hi Nikki, Thank you for your email and we would like to apologize for the delayed response — we have been unusually busy in the last week and a half. I just checked the status of your package and it looks like it is currently out for delivery. We would like to apologize that it was delayed and we would like to offer you a complementary January box. I have gone ahead and credited your subscription #17243 so you will be receiving a January box on us! As for the missing razor in your Men's Luxury box, we would like to apologize that it was missing and we will go ahead and ship you a replacement right away. Thank you for your patience! POPSUGAR Support Nikki92585, Dec 26 21:22 This is my third time contacting. I have received my for him luxury box (on time) it was missing a razor. I still do not have my for her luxury box. It was noted as out for delivery on the 22nd and still has not been delivered. I have filed a case with usps and contacted consumer affairs since my post office now no longer knows where my package is and there is no update into the investigation that was filed on the 24th. Consumer affairs said they would contact me again about the investigation within 72 hours. At this point no one seems to know where my package is or when i am getting it. Considering this was a gift (both were) i am highly upset. I was expecting some sort of response by now or at least for the for her box to have arrived. If you would like the case number i have filed with the post office let me know and i will be happy to give it to you and please let me know how this situation will be rectified. Thank you. User-agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:17.0) Gecko/20100101 Firefox/17.0
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Awesome thanks!
I still don't see the word "guarantee," like so many posted here, but I agree it's a pretty good assumption to go on that they'll get there when they say they will get there.
I'm not disagreeing with any of this, btw, it all could've been better. It really does suck because if mine had been late/missing/broken/damaged I would've been equally as upset and would really reconsidered buying from PS again.
Wait! So essentially your box is missing in action and not just delayed?!!!!!
Nightmare. You obviously need to contact them again so they UNDERSTAND what you are saying.
And also make sure they credit you for Feb not Jan.
I'm so sorry you have to deal with this mess.
It is a guarantee. The word guarantee does not have to appear literally when a company promises you something in writing.
Be it PS or any other company on the planet.
