PinkSeoul PLUS Box ($49.95 for subscriptions)

I rarely leave negative reviews, but this experience was bad enough that I feel obligated to warn other customers.

My subscription box arrived with a product that had leaked and exploded throughout the package. Multiple items were covered in sticky residue. Products that should have arrived clean, sealed, and ready to use instead arrived coated in another product’s contents. Opening the box was immediately disappointing, and my first thought was that customer service would surely make it right.

I was wrong.

What has turned this from a shipping issue into a customer service failure is Pink Seoul’s response. Rather than taking responsibility for the damaged shipment and replacing the affected products, I was told to essentially wash everything off and use it anyway. The only replacement offered was a sheet mask, despite the fact that multiple items were affected by the leak.

Let that sink in. A skincare company’s solution to a box of skincare products arriving covered in leaked product was to tell the customer to clean them off themselves.

The issue is not whether the products can physically be wiped down. The issue is that customers pay for new products in new condition. I did not purchase a mystery box of items that had been soaked in another product and then require me to determine what is or is not still acceptable to use. I paid for skincare products that were supposed to arrive intact.

What concerns me most is the complete lack of ownership shown throughout the process. Shipping damage happens. Packages get mishandled. Containers break. Every retailer knows this. The real test of a company’s integrity is how they respond when something goes wrong.

A customer-focused company would apologize, acknowledge the problem, and make the customer whole. Instead, Pink Seoul minimized the issue, ignored the fact that multiple products were affected, and offered a token replacement that did not remotely address the actual damage.

The message I received was clear: once they have your money, resolving a legitimate problem is apparently not a priority.

As someone who has spent years ordering skincare online, I have dealt with damaged shipments before. Other companies have replaced products without argument because they understand that customers should not bear the cost of damaged merchandise. This is the first time I have encountered a company that looked at a box of leaked products and decided that telling the customer to clean everything off was an acceptable resolution.

What makes this especially frustrating is that Pink Seoul markets itself as a curated skincare experience. Customers are trusting them to select products and deliver them in usable condition. When the products arrive damaged and the company refuses to stand behind them, that trust is broken.

I expected better from a business built around customer relationships and subscription services. Subscription boxes rely on repeat customers. Repeat customers rely on confidence that if something goes wrong, the company will treat them fairly. My experience demonstrated the exact opposite.

Had Pink Seoul simply replaced the affected products, I likely would have remained a customer. Instead, they chose to argue over a legitimate complaint and provide a response that felt dismissive and insulting.

Potential customers should be aware that if your order arrives damaged, you may not receive a meaningful resolution. Based on my experience, you may be told to clean off contaminated products yourself and accept a minimal replacement regardless of the extent of the damage.

The leaking product was disappointing. The customer service response was unacceptable. That is ultimately why I will not be renewing and cannot recommend this company to others.

I have been reciving the last months, good, higj quality and quantity products. This month, it wasnt fullly of my satisfaction. I was expecting other products tbat I recieved on my first order and I need it restock of some ot them

I have been getting this box for a few years now and it never disappoints. It always gives me just what I need and the brands are great. The quality is awesome and I can see myself getting this subscription for many many more years.

Generally i like what you put together, but seriously you included 3 serums/toners, 2 face masks and the cheapie hair ties in this month’s box. You could put a little more variety in there. How about a moisturizer, night cream, mirror compact, perfume or makeup? Also please consider adding an info sheet about the products. The product instructions are written in Korean on the label with minimal English sometimes. This would help you sell the product, instead of me googling what is this new item for and how to use it.

Спасибо вам, очень понравился набор, и красивая упаковка 🌸☺️
Восторг 🙌