Hi Eric, I'm so sorry for your experience. We recently transferred to a new cust service email system and there were some hiccups in setting it up. It looks like you got the short end of that and we'd like to sincerely apologize. We typically pride ourselves on our relationship with our subscribers, so we've decided to refund your order.
Now that everything is up and running smoothly on our end, we've taken extra steps to ensure errors like this won't happen again. Thank you for letting us know about this issue so we can improve our service.

Hi Lekha, I'm sorry you're unhappy with your boxes. Every month's box includes interesting fossils, tools, artifacts, and materials in addition to a mineral specimen. We've never had a month of just a bunch of rocks, so if this did happen, please reach out to us with pictures so we can figure out what went wrong!
And we're happy you enjoyed the thermoplastic. Isn't it a surprisingly affordable and useful material!

Hi Darrell,
I'm sorry you're not getting your boxes. As I mentioned in our email conversation, the tracking info on your boxes show they have been successfully delivered. We even re-attempted the most recent month by sending a replacement box, but we cannot keep sending replacements if they, too, are not reaching you.
As I said, I recommend double checking your shipping address. If you find it was an error in the address, we'd be happy to replace the months you've missed. But until then, we'll keep shipping your boxes to the address on your account since you've prepaid for them.
Also, as thousands of other subscribers can attest, our service is certainly NOT a scam.
Sorry again for this inconvenience,
-Terry

Hi Lynn, sometimes packages do get lost in transit and I'm sorry this happened to your box. I see we fully refunded this order upon request. Thank you for trying Matter.

Hello,
I apologize for the delay. Due to the current situation with the USPS, our 3-person team has been inundated with a deluge messages just like yours.
We have received your email and we are responding to them all in the order received. We are sending out replacements for boxes that have been delayed as long as yours. But there is nothing we can do to speed up the boxes that have already left our facility, and unfortunately we cannot guarantee the replacements will arrive any sooner than the first boxes.
We appreciate your patience while we diligently work to make sure all of our customers receive what they paid for. We appreciate you supporting our small business that relies directly upon a functioning postal service.
Terry, Founder @...

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After working with Queena via email, we found there was a misunderstanding about the Cratejoy ordering process. They were fully refunded and received a complimentary box for the inconvenience.
In order to prevent this from happening again, we have streamlined subscriptions through our primary website and reworked the wording on our CJ listing and website to help reduce any confusion.

Hi Meagan,
I’m sorry for the inconvenience! Unfortunately, orders outside of the US can take 2-3 weeks to reach their destination and it looks like this package was delivered 2 days after this review was posted. We’ve since added a note regarding shipping times to our website.
If you have any more concerns, you can always reach us at terry@boxofmatter.com