Silje Gusfre has been a satisfied Goodiebox customer for about a year, but things have changed recently. While he was waiting for packages that never arrived.
Goodiebox is a well known concept in Norway where you receive a box each month with various beauty products. The contents of the box must be a surprise and according to Goodiebox it must always have a value above NOK 750.
Disable the toothpaste alarm
Waiting for four parcels
As a Goodiebox customer, you will be deducted an amount of approximately NOK 279 per month, then you will receive a package in the mail with various beauty products.
At one point, Gusfre was expecting four packages in the mail, for September, October, and two boxes which he ordered separately with so-called gift points.
Gusfre sent several emails to customer service, but it wasn’t until three weeks later that he received a response. Gusfre was promised that the packages would be sent back or he would get the money back, but then there was silence.
– When I first got in touch, they were kind and welcoming, but when they were supposed to help me solve problems, they didn’t respond until two weeks later, Gusfre says.
Then Gusfre was at the same distance.
– Seems very frivolous, especially when nothing is answered, he adds.
As of now, he has received a refund for two of the packages, but is still waiting for three packages in the mail.
It can damage clothes
Lay flat
Gusfre points out that he has noticed that many other customers have had the same experience as him.
– If they continue like this, I think they will lose a lot of customers, he says.
The Goodiebox co-founder explains to DinSide that Gusfre isn’t the only one in Norway to have had the same experience.
– We are terribly sorry, we are not living up to expectations and it shouldn’t be, says co-founder Nicolaj Leonhard-Hjort at Goodiebox.
Leonhard-Hjort explains that they usually don’t have such problems.
– We have switched stocks, which unfortunately led to many delays for some of our members. Also, we changed the delivery service, he says.
It should have been more open
Gusfre is surprised that customers received so little information, especially when advertising letters appeared in the mailbox.
– It’s weird that they don’t post a post or tell what’s going on in an email. If only they had, there wouldn’t have been so much fuss about this, Gusfre explains.
The Goodiebox co-founder thinks this is a good point and fully agrees that they should explain the situation to their customers.
– Of course we should have been more open and transparent, I couldn’t agree more, says Leonhard-Hjort.
– We’re so sorry we weren’t better at communicating, he adds.
I didn’t expect too many problems
– Since the problems arose, we have hired 21 new people who can help us respond to people, says Leonhard-Hjort.
He also explains that from the outside you might be thinking “how hard it can be”, but that they didn’t expect there to be so many mistakes at the department store.
– This is up to us, we started Goodiebox ten years ago and the most important thing for us is that our members are satisfied. Therefore, we should be better off when such a situation arises, he adds.
I promise November will be better
Despite the problems that have affected several customers, especially in Norway, it seems that it will soon be solved.
– We are doing everything possible, we will be there soon, but not yet, he says and continues:
– It looks like November will get better and that’s why we’re keeping our fingers crossed.
