Reply from AlltrueJun 5, 2023
Hi Jenny,
Thank you for taking the time to leave us your feedback. We are so sorry to hear of any disappointment in the products received.
With a diverse community in mind (a beautiful mix of all ages, shapes, shades, lifestyles, and personal tastes), our Product Team spends countless hours carefully partnering with brands whom we can stand behind as they share our same ethical and sustainable standards. They do their very best to curate a seasonal box filled with lifestyle, skincare, home, and wearable products that appeal to the diversity of our community — delivering our members $250+ of exclusive, socially-conscious products. We take the guesswork out of finding these sustainable gems, discovering brands that are using business as a force for good.
We have a robust vendor vetting program to ensure our commitment to providing our members with the most ethical and sustainable products possible, available on our website at https://alltrue.com/impact/standards. I would invite you to read through this section of our site, so you can learn more about our standards and about the impact your membership has helped make— including what makes a product sustainable or socially-conscious! If you have a moment, please also take a peek at our Impact Reports for more in-depth information about commitment to ethical manufacturing, as well as list of recent products the impact the made, our code of conduct, and what we are working on in the future to continue offering sustainable, ethically made goods and more on our artisan partners.
And yes! We do bring back past seasonal products :) Back by popular demand, these ‘Alltrue All-Stars’ are our community's favorites, selling out season after season. We have decided to offer past favorites, largely based on feedback from the community, to provide a variety of options for every choice category. I should note, however, that we make sure every choice category includes new item(s).
To share a bit more information about how we are curating boxes, Alltrue used to typically offer 2-4 customizable choice products in each seasonal box, with the remaining products being the same for all members (a get what you get option). Rather than reverting back this and to instead allow for plenty of variety, we brought back some member favorites in order to allow customization for all six items. This has been a huge hit, as most members love stocking up on past favorite items! While Annual members always have the ability to customize each choice category, as a Seasonal Member our team works hard to try and ensure your box includes only new items, carefully reviewing your account box history before fulfilling your box. Of course, if there is ever a mistake and a repeat item is received that you do not need again, we encourage our members to reach out to our support team ([email protected]) as we will always be happy to make it right.
It truly saddens us to hear you express quality issues, as we commit long hours to ensuring all products meet our standards. If there is ever an issue or damage to an item received in your seasonal box, please always feel free to contact our Community Support Team so that we can assist you! Additionally, one of the best avenues we have to know what you, the member, wants to see included in your box is through our Product Surveys. That means you can expect to receive an emailed product survey each season, asking you to rate certain items, or share what products you would like to see more of. If interested in participating, please email our support team to add you to the Product Survey list. This invaluable feedback helps us curate future boxes we hope our entire community will love.
Our team has reached out to receive additional information regarding your experience so that we may locate your Alltrue account — we look forward to connecting with you soon!
We hope our commitment to transparency and constant improvement is clear, and we would love to have your continued support!
