B Glowing

The customer contacted us directly about this issue. We sent her a prepaid return shipping label for an easier return process. We refunded customer for the item.  b-glowing is an authorized retailer for all of our brands, and receive our inventory directly from the manufacturers as new product....

We have contacted our warehouse to review the inventory in question to ensure quality is intact.  This customer has been a loyal customer of b-glowing for six years, and this is her first return. I hope this is resolved to her satisfaction and we will see another order from her in the future.
b-glowing is committed to an excellent customer experience throughout the shopping experience. We stand by our Happiness Guarantee. 
 
Thank you.

Review: my orders:#XXXXXX/#XXXXXX/#XXXXXX/#XXXXXX/#XXXXXX

I bought [redacted] Moisturizing Foundation Primer N 5pcs foundation in col.03 but only received 3pcs, the paper bill from b-glowing is also marked "5 boxes".

B-glowing complained these orders were shipped through a mail forwarding company and they are not responsible for any lost/damaged items shipped through a third party shipper; But I have paid for my service as checking all quanities according sender's paper bills and my third party shipper is done well, they checked and told me there is short(2). I was cooperated with them serveral years, this is something we have never come across before!!!pls help me to get my own meoney back.Thanks a lot.Desired Settlement: refund

Business

Response:

Initial Business Response /* (1000, 14, 2014/10/06) */

We sincerely apologize for any inconvenience the customer has experienced, and we can assure you that we are only following policy that is stated on our website. Neither Orders XXXXXX or XXXXXX that contained the Paul&Joe Foundation Primer in color 03 had a quantity of 5. Order XXXXXX lists 2 and order XXXXXX lists 3. Meaning that these orders were opened and re-packaged by the mail forwarder. It is listed on the shipping page of our website (http://www.b-glowing.com/customer-service/shipping/) that we are not responsible for any lost/damaged items shipped through a third party as there is room for error due to the third party opening and repackaging orders. If anything is missing from an order once it is received by the mail forwarder, they are responsible for contacting the customer and the customer needs to bring this to our attention so we can correct the problem before it is re-shipped internationally. That did not happen in this case. In the interest of the customer we have refunded them for the missing items, but please know for future orders that again, we are not responsible for any lost/damaged items sent through a third party and if any items are damaged/lost, this needs to be brought to our attention before the package is reshipped. Thank you!

b-glowing

Initial Consumer Rebuttal /* (3000, 16, 2014/10/08) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Sorry I can't quite understand,so B Glowing LLC means will refund me or not?

Final Business Response /* (1000, 29, 2014/11/10) */

Hi there,

You were refunded for the items on 10.6.14 in the amount of $57.60. Please check your account balance. Thanks again!

Final Consumer Response /* (2000, 31, 2014/11/17) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: I made an order on January 26th 2014 and the order number is XXXXXX. I looked forward to the mail since then; however, when I finally got the mail on February 20th 2014, I found some items were missing.

The missing items are two HYDRAPHEL Skin Supplement (ERNO-XXXXXX ERNO LASZLO) and one LASZLO BLUE Firmarine Treatment Bar (ERNO-XXXXXX ERNO LASZLO).Desired Settlement: For missing items, please return my money.

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/04) */

We are so sorry that you did not receive your full order. Our apologies for the error in our warehouse. We will have our Concierge contact you directly to either ship you new products or refund your money. Thank you! b-glowing

Review: I placed an order on 8/29. There was no any reminder on the website to notice me that some products were on backorder, even in the payment step. After I paid it, they sent me an confirmation email and told me one of my 4 items was on backorder until 9/26, and they said "no partial shipments". I sent an email to complain this situation but what more ridiculous thing happened: they replied me that they cannot ship my items partially and what's worse, the other two of my items were also on backorder! It has been more than 1 week after I placed it. No protection at all after I paid for it! I am so angry!Desired Settlement: Ship all of my items in one week--they have full responsibility to do this!

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/08) */

Customersare not charged until orders are shipped. b-glowing does not charge orders until they are shipped. If an item is backordered the customer is notified during check out and it is printed on their order. If they want to cancel their order they should let Customer Service know and we will cancel their order. Thank you.

Initial Consumer Rebuttal /* (3000, 7, 2014/09/09) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I repeat again: there is NO notice during check out and the email the customer service replied me has admitted this mistake! Your solution of simple canceling my order didn't compensate any loss of my time. It's just an excuse and chance for you to not response to your mistake. Please read my complaint carefully before you reply any word. I will not accept any solution like just to canceling my order or give me another promotion code: if I don't want it at once, why I placed it? I have NEVER met such a situation that the company tell customer her order was on backorder after she placed it!

Final Business Response /* (4000, 9, 2014/09/11) */

The customer needs to contact our customer service department with their b-glowing order #. [redacted]@b-glowing.com. If the products are available to ship we of course will. If not, the customer is more than welcome to cancel their order. Again, we only charge after we ship merchandise, not before.

Thank you.