We promise to ship all boxes by the 10th of the month. This month, the vast majority of December boxes were shipped on time. However, we fell short on our shipping deadline for a small portion of our members. We take full responsibility for the delay, but we’d like to let you know what went wrong and how we are handling the errors.
Toward the beginning of this month, we learned that a group of boxes would be delayed in assembly due to the late arrival of a fragrance sample. We informed our customers of the delay by the 10th via a ‘Your Box is Shipping’ email and gave them their future tracking information. Those boxes have now shipped and tracking numbers will work. We have added points to the customers’ accounts and the fragrance brand has offered those customers a discount on the full-size product.
In addition to a late sample, last night our shipping partner, Streamlite, was able to confirm that they encountered errors processing a small portion of the December Birchbox shipments. We have worked with Streamlite to determine which shipments were affected. As of this afternoon, all affected customers have been notified via email and have been compensated.
We are very sorry about these issues. We take our customer service commitments seriously and are dedicated to ensuring they do not happen again. In addition to contacting the affected customers, we have posted this information on our blog to ensure transparency and encourage feedback. We value all of our members and we’re committed to continuing to improve for you every day.
Katia and Hayley Co-founders of Birchbox