19d ago
I loved the idea of UpChoose, which makes this experience even more disappointing. We received the 0–3 month and 3–6 month clothing sets without any issues. The clothes were beautiful, high quality, organic, and I appreciated the sustainable concept of rotating sizes instead of constantly buying new clothes. The problems started when it was time for the 6–9 month set. It never arrived. After months of waiting, I contacted customer service and was told they were having difficulty sourcing the clothing. I was offered used clothing instead, but I had specifically subscribed to the new clothing plan, so I declined and continued waiting. Unfortunately, months passed, my daughter outgrew the 3–6 month clothes I was still paying to rent, and the promised 6–9 month set never came. I eventually canceled my subscription instead of continuing to pay for a service that wasn't being provided. UpChoose sent me a prepaid return label, and I returned all of the clothing. USPS tracking confirms they received my return. I assumed everything was resolved. Instead, I later discovered they continued charging my debit card $99/month for four additional billing cycles, totaling $396 after my cancellation request. I've contacted the company through email, their concierge text line, Instagram, Facebook, and LinkedIn. After multiple attempts, I finally received a message saying someone was looking into my account, but I still have not received a resolution. What concerns me most is that while trying to figure out what happened, I found numerous reviews from other customers describing similar experiences with continued billing after cancellation attempts and difficulty reaching customer service. I genuinely wanted to recommend this company because I think the concept is fantastic. Unfortunately, I can't recommend a subscription service that failed to deliver the next shipment, continued charging me after I canceled and returned everything, and has been so difficult to reach when trying to resolve the issue. I sincerely hope UpChoose improves its customer service and cancellation process because, as it stands, I cannot recommend the service.
