FabFitFun

Here is the chat I had with them:
I ordered my box 2 months ago, when will it be here? You guys were sending me a second one since there was something messed up with your shipping label when you sent the first one.
Chat started
Support TeamDue to an increased number of support requests, our reply time is taking longer than usual. We will get to your request as soon as we can. Feel free to leave us your name, email and concern and we will follow up via email. As a reminder the first fall billing date is in August 7.
Kourtney A joined the chat
Kourtney AHi there!
Rachelle And now I come on this website and it says "Looks like you won't be getting this box!"
Kourtney AI just need to pull up your account to check on this for you. Could you please verify your name and email address for me?
(info deleted)
Kourtney AThank you! Let me check. One moment, please.
Rachelle Are you still checking my account
Kourtney AYes!
Thanks for waiting.
After checking here, I can see here that the replacement order for your Summer box is now being processed.
Rachelle thats what i keep hearing. What does that mean exactly? When am I getting my box? Its WAY over due, over 2 months
I think I have been more than patient and still getting the "its processing' is ridiculous.
Kourtney AWe don't have a specific date on when it will be shipped, however, Once it ships out you will receive an email confirmation with the full tracking details.
I sincerely apologize for what happened.
Rachelle This is unacceptable. I will NEVER do business with you guys again, it was your problem the shipping got messed up the first time, not me, my address hasn't changed in years. But instead of quickly correcting the issue and making it right, you make me wait ANOTHER month just to hear you have no idea what your own company is doing with the product I already paid for? I paid you plenty of money for the product and this is the worst customer service! I will be posting this whole conversation and what has happened all over my social media accounts. Its horrible service!

First of all, I think the concept is great. I will address my first issue with FabFitFun. I am a small business owner. The way to gain trust and credibility is to mean what you say and say what you mean. Businesses that are online ONLY do this via advertising and photos of their products. I DO NOT feel that your pictures and advertisements of your boxes are an honest representation of what is in the box for that season. I've seen several advertisements for the Winter Box 2016 that showed the Mod Cloth scarf, which is actually a blanket. I know that the Mod Cloth Scarf was in the Fall 2016 Box ONLY because I received that box, which was my first box. Showing a picture of this scarf with the Winter Box 2016, in my opinion, is false advertisement. I also saw advertisements for the Winter Box that included the "Joy Comes in the Morning" tumbler, which was an item that was in the Fall box. Very misleading to the consumer, especially when the ad states, "Winter Box 2016". I do think eventually these type of practices will catch up with you and land you into legal trouble, if not corrected.

Secondly, I will review the contents of the boxes I have received thus far! I absolutely LOVED the Fall 2016 Box. There were many useful items in that box. The tumbler and the Mod Cloth were great. There were a couple of items that I'll never use, but... I knew that there would be. My Winter 2016 Box comes along and I am in SHOCK! It was terrible. Not ONE single thing in that box screamed "WINTER" to me. I looked at the retail prices and laughed. Seriously! I feel that if you're going to stay in business, you need to have more CONSISTENCY in the QUALITY and USEFULNESS of your items from season to season. The Winter Box seemed like you guys just threw a bunch of leftover stuff or items that companies gave you a really good deal on that were their leftovers! It really missed the mark!

With everything said... I am committed to continue my subscription (I pay monthly), until after my Spring 2017 box arrives. Once I receive that box, I will make a judgment call as to whether I will continue my subscription or go with another company, such as Birchbox.

I am from Canada and have been nothing but impressed with this company.

My first box was the Fall 2016 - after seeing the reviews of others I decided to try it out despite the added shipping and exchange rate cost. I didn't receive my box for a few weeks so I called the customer service and the said that I should have received it by now and that it may have been held up as customs. She looked into it right away and I received my box within the week. The contents of the box were amazing and I was beyond impressed. I will also note that they were EXACTLY the items that I had seen in all the reviews (with the different colour variations etc.). I will say that I did not think that the Winter box was as amazing as Fall but I still enjoyed most of the items and the ones I didn't I was able to give as a gift. That's really just a personal preference on my part though.

The theme of these negative reviews seem to be from people who didn't bother to check what box they were getting (Editor's, Fall, Winter etc.) and then were disappointed when it wasn't the box they thought they were getting. I saw the promotion for the Editor's box and noticed that you would get ONE of the options not all of them and that the eyeshadow wasn't a guarantee.

I have also found their customer service to be amazing and very helpful. You can ask question via the chat box on their website and they respond within seconds. After my Fall and Winter boxes I decided to take the plunge and buy an annual subscription (I was slightly disappointed because one of the main reasons was I wanted the seafoam roundie so bad after they posted their spoiler I figured it was worth it for that choice alone - unfortunately that one ended up not being an option and I hate the three options I did get to pick from but I'm still excited about the rest of the box). Either way it's nice to have paid for it all now and to have the year to just enjoy the boxes. Can't wait to see what's in Spring 2017!

The boxes were ok. I like that the products were full size vs Birchbox and others sample sizes. After my year subscription was over I decided it wasn't worth the money due to the amount of products I liked vs those I didn't like/use. I went online and followed their cancellation steps months before my annual renewal. Then SURPRISE, they still charged me the annual fee again. No customize your box emails like previously, no your box is getting ready to ship or any warning that I was going to be charged again. So I get online to chat to cancel. She keeps trying to sell me the subscription at a discount if I keep it. Umm, no please just cancel like I have already done and asked 3x now. Then she proceeds to tell me that my winter box is already processing and I will have to pay for it?!?!?! What? I did my part, I cancelled months prior, I should not be held responsible for your error in trying to get another year subscription out of me. I told I refused and I want 100% of my money refunded. After several chat's back and forth she tells me she will send me a shipping label and I can ship it back unopened and then they will give me my $50 refund for the winter box. So, because of their error I am out $50 for the time being and have to track the return and refunds on my account. What a crock and what crooks! When someone cancels they should NOT charge them again and when they mess up they should fix it, not the customer! So if you sign up BEWARE of when you cancel. You can cancel your subscription but your account will stay "active" which means it will still charge you? Yeah, totally bogus. You have to call/chat with them to get your account deactivated and your card # removed because they don't give you that access to do it yourself. Wasted an hour of my life having to take care of it and still have to wait for the box and return label to ship back and wait for my refund.

I first signed up for the monthly subscription on Oct 21. Checking the status of my account over and over to see when the box would be shipped. I contacted customer service and was informed that the box would not ship for 3 months! So I cancelled and was refunded my money right away. When I got an email for $20 worth of add-ons, I thought maybe signing up for the Seasonal membership would speed things up a bit. Not the case! Was told by customer service that the Editor's box, which is supposed to ship out sooner than the seasonal wouldn't be shipped for almost two months! They quickly charge your card for the entire year but you have to wait almost 2 moths for that "special treatment." I was told that when I ordered the Seasonal box was sold out and they had to roll over to the Editor's box, which would ship at the scheduled time. When I looked at what was in the Editor's box, I was outraged! One of the beauty products was a coloring book! A coloring book? Of course, being a VIP member, I thought I had the option of changing the item. Again, not the case! If I wanted to color, I'd pick those books up myself! This is what the Editor thinks is such a special beauty item? Wow! Was told by customer service that "people were very excited to get that box." I don't know any grown women who would get "very excited" over receiving a coloring book. Look, I loved the idea of having someone else pick out beauty products for me and get them in the mail. But if you're going to offer a VIP subscription service then I think the "welcome" box should arrive immediately and then start the seasonal box after. They seriously need to improve their shipping practices! It's all very confusing and frustrating. P.S. The add-ons bonus which led me to sign up again couldn't be used until after the Winter Box.?

I had a subscription with this company for around a year and a half, with no problems, until I received the wrong Spring 2019 box. Upon receiving this mistake, I first asked for a first replacement order for the actual items I customized for. Customer service went ahead and processed it, but again the WRONG items showed up. I called customer service again to insure that I would receive the items I CUSTOMIZED FOR. Customer service insured me again that I would receive them. Upon waiting for 2 weeks, I still hadn't heard anything about this second replacement order, for which I called customer service again. They insured me that it was just waiting to be shipped. I waited another week and decided to call back and check. Turned out, one of the items on this second replacement order went out of stock, for which no one on the customer service team though to notify me. Thus, I had to choose another item. Once I chose this item, I waited again for another week and a half and did not hear from anyone about this order, even though it was categorized as urgent.

I decided to cancel my subscription because of my horrible experience with customer service. When I called to cancel, I asked customer service to send me a confirmation email that I would receive my replacement order despite the fact that I canceled my membership. I did not receive said email or a confirmation that I canceled my subscription. Thus, I called again, and turns out THEY DID NOT CANCEL MY MEMBERSHIP THE FIRST TIME.

All in all, this company CANNOT be trusted, and has one of the most horrible customer service teams I've ever dealt with.

I know a lot of the reviews on here are negative, I loved the seasonal fall box so much I signed up for the annual membership but seriously FabFitFun has been so helpful! There was an issue with my billing and my subscription got cancelled but they responded within 24 hours and they were super nice and everything was fixed within a few days.

I was hesitant about buying the fall seasonal because I couldn't pick the things that I wanted but then I saw that $10 discount and I saw all the celebrities ordering it so I was like why not. When the box came in it was absolutely gorgeous! I was bummed about the "wine lip color" at first but now I use it every time I go out. I love the balm and pencil, I loved it so much I just bought the other color for daily use with my add ons. At first I wasnt a fan of the hat because i wanted the belt, I didn't like the size or the color black, but honestly I am so glad I got the black color cause I wear it all the freaking time the only issue with the hat is its a lil to big for my head but it looks so cute on me. The scarf is so beautiful and I love the color however it leaves fuzzys all over my clothes but it does keep me nice and warm. I was bummed that I got the teeth whitening instead of the hair rinse and it was weird to use it at first. I use it every day now and have noticed a slight difference with my teeth looking less yellow so I really am glad I got that also. I didn't think I would use all this stuff every day but I actually do! Well they sold me and I am so glad I got the annual membership those add ons are fantastic. I am counting down the days til my winter box comes in I seriously cant wait. Does any one know when the priority ship date is for select members?

I had an account for a couple of years. Several of my boxes had broken items. On two occasions I asked to have the broken items replaced, which was taken care of by customer service. I appreciated the prompt and friendly help. My last box contained a moldy bag, my whole box smelled of mold and the bag was unusable. I contacted chat help and they sent out a replacement bag. At this point I have become beyond disappointed with having another issue. I asked to refund my annual subscription, which they said I could do, but instead of that they offered me a free necklace to not cancel. I explained that I was not complaining or canceling to get something for free, I wanted to cancel because the issues with broken items and the moldy bag being the last straw. The refund never happened. I then decided to just deal with the fact I have more boxes coming and hope for better on the next box. This box I had 3 add items. For some reason the payment did not go through, I was asked to update my account. Immediately it went though but only 2 of the items were charged. I went to chat again and they said I would only receive 2 items and the 3rd was dropped and could not be added. Again, disappointed. This time in was done and asked to end the subscription. I was told I could cancel but couldn't get a refund for the last 2 boxes. I could see if I just wanted to cancel for no reason but to have an issue each box and not be allowed a refund for the future is disappointing. Better customer service please and hopefully better quality control with the products. Including a screenshot of my last chat with fabfitfun showing my moldy bag.