Charlotte Tilbury Beauty, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]OK No1  when you get lipstick dont you try it to see if you like it? OK I smeared some on my hand, sent it back because it was not the shade that was shown on the website.No. 2 Second lipstick same thing - try a sample on my hand, NOT THE Color from the website- Nothing like it. Very disappointed at this point. No. 3 The card that I used to purchase this lipstick was a "Gift Card" with a 300 dollar limit on it - after it was used up, I threw out that gift card. Why should I have saved that gift card? there was no more $$ on it  - So after I said that card is gone, I dont want anything else from your website because I just returned 2 lipsticks and that is all I wanted from them, I ASKED for a refund! They asked if I had a pay pal account, I said no, I have a checking account - they said I can only buy something else from there website. Again, I returned 2 lipsticks I dont want anything esle.  I want a refund.[redacted] - and yes, I am on [redacted] and watch reviews from this company and I will right a negative response!!!!!!!!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Company Return Policy Charlotte Tilbury Beauty Inc.’s (“the company”) return policy explicitly states that all returns need to be made within 14 days of receipt of order. For reasons of...

health and safety, the company only offers a refund or exchange on unused items. For any further detail, please reference our return policy on our website [redacted]. Case Summary (Revdex.com #[redacted]) [redacted] placed an order for Charlotte Tilbury K.I.S.S.I.N.G Lipstick, in shade Love Bite, on December **, 2014. [redacted] received the order on December **, 2014. After trying on the lipstick (a violation of our return policy), [redacted] stated that she was disappointed with the product and requested an exchange for our K.I.S.S.I.N.G lipstick, in a new shade, called So [redacted]. Due to the fact that we place an extremely high value on the satisfaction of each and every one of our customers, we decided to make an exception to our return policy and accepted the exchange request. The exchange was processed on January *, 2015. After [redacted] received the new lipstick, we then received a request from her for a second return. [redacted] had, again, used the product, which was in violation of our return policy. Since we had already made the exception once for [redacted], we were more than happy to make an exception to our return policy for a second time. Therefore, we refunded the card that [redacted] used to place the original order, on January **, 2015. After the refund was issued we received an email from [redacted] stating that her card was a [redacted] gift card, and, that, unfortunately, she had thrown the card out. [redacted] then requested that a check be mailed to her. As is customary in many industries, the company does not issue checks to customers when payment was made by credit or debit card, including [redacted] gift cards. In an effort to further accommodate [redacted], we offered a $32.00 credit to use on our website, which was the full amount of her purchase. [redacted] responded to our email offering credit with the exact text: “I will smear your name of [redacted] and [redacted].” At Charlotte Tilbury Beauty Inc., our customer is our number one priority, and we believe that we handled the situation as best we could in accordance with our corporate policies. We trust that you concur that we handled these matters in a professional and reasonable manner. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]

Review: I saw her on [redacted] and was obssessed with her red lipstick called love bite. I received the lipstick and it was NOTHING like the picture shown on her website. So I returned it, and said please replace this with so [redacted] lipstick. I received that - again, NOTHING like the picture at all. I paid 32.00 for these lipsticks. I hated them. very dissapointed. So I returned the second one also. Now, they emailed me and said they would return the money on my debit card that I bought this with, unfortunatley that was a gift card and I used it up with a zero balance and I threw it away - so they cant credit that card. So I am asking for a refund and they (customer service) is telling me, I can only get a credit for something else on her site!! I said NO - I dont want anything, I already returned two items from that site. Now they say I have to, because they dont cut checks!! I am livid. Thank you [redacted]Desired Settlement: 32.00 dollar is check form- or money order form - or credit my bank account... that gift card I used is gone, used up

Business

Response:

Company Return Policy Charlotte Tilbury Beauty Inc.’s (“the company”) return policy explicitly states that all returns need to be made within 14 days of receipt of order. For reasons of health and safety, the company only offers a refund or exchange on unused items. For any further detail, please reference our return policy on our website [redacted]. Case Summary (Revdex.com #[redacted] placed an order for Charlotte Tilbury K.I.S.S.I.N.G Lipstick, in shade Love Bite, on December **, 2014. [redacted] received the order on December **, 2014. After trying on the lipstick (a violation of our return policy), [redacted] stated that she was disappointed with the product and requested an exchange for our K.I.S.S.I.N.G lipstick, in a new shade, called So [redacted]. Due to the fact that we place an extremely high value on the satisfaction of each and every one of our customers, we decided to make an exception to our return policy and accepted the exchange request. The exchange was processed on January *, 2015. After [redacted] received the new lipstick, we then received a request from her for a second return. [redacted] had, again, used the product, which was in violation of our return policy. Since we had already made the exception once for [redacted], we were more than happy to make an exception to our return policy for a second time. Therefore, we refunded the card that [redacted] used to place the original order, on January **, 2015. After the refund was issued we received an email from [redacted] stating that her card was a [redacted] gift card, and, that, unfortunately, she had thrown the card out. [redacted] then requested that a check be mailed to her. As is customary in many industries, the company does not issue checks to customers when payment was made by credit or debit card, including [redacted] gift cards. In an effort to further accommodate [redacted], we offered a $32.00 credit to use on our website, which was the full amount of her purchase. [redacted] responded to our email offering credit with the exact text: “I will smear your name of [redacted] and [redacted].” At Charlotte Tilbury Beauty Inc., our customer is our number one priority, and we believe that we handled the situation as best we could in accordance with our corporate policies. We trust that you concur that we handled these matters in a professional and reasonable manner. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]OK No1 when you get lipstick dont you try it to see if you like it? OK I smeared some on my hand, sent it back because it was not the shade that was shown on the website.No. 2 Second lipstick same thing - try a sample on my hand, NOT THE Color from the website- Nothing like it. Very disappointed at this point. No. 3 The card that I used to purchase this lipstick was a "Gift Card" with a 300 dollar limit on it - after it was used up, I threw out that gift card. Why should I have saved that gift card? there was no more $$ on it - So after I said that card is gone, I dont want anything else from your website because I just returned 2 lipsticks and that is all I wanted from them, I ASKED for a refund! They asked if I had a pay pal account, I said no, I have a checking account - they said I can only buy something else from there website. Again, I returned 2 lipsticks I dont want anything esle. I want a refund.[redacted] - and yes, I am on [redacted] and watch reviews from this company and I will right a negative response!!!!!!!!!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,