e.l.f. Cosmetics

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:

Firstly, they never offered me a 50% code. Also, they never respond to any emails so I believe this will result in me placing an order and then getting stuck paying full price. If they give me a 50% off code in advance id be happy to place an order using the code. If not, then I don't consider this resolved at all.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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:

I have contacted my Bank they see no pending  refund from ELF Cosmetics. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize, as noted on our site, we allow up to 90 days for customers to contact us regarding issues of missing or damaged products. This customer is stating a problem with an order from November, 2015.

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 ]I have not been issued a refund. My total purchase price was $25.00 and that has not been credited to my bank account as their response would suggest. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This order was refunded in full on 12/**. We apologize for any confusion or inconvenience.

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]

I had ordered with JA cosmetics, e.l.f., eyeslipsface for a year and I never had a problem with their customer service until now. I ordered from their site on Nov [redacted], they were having a 50% off sale. I waited a week and never got a confirmation email on tracking. So I called and I got a recording about their CS hours I figured maybe they were closed that day or busy putting orders together. So I emailed and no response. Then I called the next day and same recording. I went on their social media sites and found out that a lot of people were not getting their items and elf was ducking them by not responding or picking up their customer service line. I finally got canned responses email saying that they are experiencing high volume etc. I finally get a tracking number Nov [redacted] and got my package Nov [redacted] with 4 items missing. Frustrated that I cannot speak to a real person I start emailing them and I get canned responses finally after having to call my bank and I told elf that I was is when they refunded me for the missing items but I wanted the items not the refund b/c I would have to pay shipping and use out of the sale if I purchased these items when they were restocked as per elf. I do not think it is right for a company to do that to their customers. Shutting off the phone lines so they do not have to deal with angry customers who paid for items that are not getting shipped.

We apologize for the confusion regarding this order. Orders to APO addresses do take up to six to eight weeks to arrive. We apologize for the slow shipping time and for any inconvenience. Your correct tracking # is [redacted]. The other tracking # that you are seeing is another order that...

we shipped as an apology to customers whose orders were delayed and has nothing to do with the original order.

We apologize for all of the issues that you had. You were issued two $3 refunds for your first order and a $12 refund on your second order. Please contact our manager at [redacted] directly if she may be of further assistance.

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]
 
 
You did issue a refund to the two in the bank I opened a dispute through [redacted] for the tree fraudulent charges in [redacted] and you only refunded two, please refund the third in [redacted] and then we will be good as then only the last one out of the bank will be left.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This company has been taking money from customers for months, not delivering product and not responding to phonecalls or emails. They claim they aren't disconnecting phones or hanging up on people but they are. There is no hesitation by Elf to issue a generic message for months on social media about "delays." Perhaps mentioning possible WEEKS or MONTHS of delays on their site to warn people before ordering would be more sufficient. A company this large should not ignore customers, nor take their money if they cannot deliver what they claim is in stock. Please take notes from other companies that only allow you to buy until stock is sold out and display sold out message on a product, as well as actually shipping when someone pays for an order and not ignore them when they inquire about where their order is. They will not reply to my phonecalls, emails or DMs asking when my order ships. Ignoring customers is NOT okay. That is very poor business.

We apologize for any inconvenience. This order has unfortunately been cancelled and the pending authorization voided due to technical issues. The customer has not been charged. Please contact us at [redacted] for any assistance.

The website is not user friendly and often needs to be refreshed due to errors. I ordered some products from the website. I did not receive one of the items I purchased and another product was broken. I reported the incidents to customer service. I was offered a refund for the damaged product. I was, at first, offered the chance of being shipped the product that was missing from my order. When I accepted the offer, I was sent an email by customer service stating that they could only refund the money for the product. I have yet to receive this refund. I was completely confused that I was offered a replacement product and then once I accepted the offer, the company didn't follow through.

There are two duplicate orders for this customer; one was refunded on 11/** in the amount of $55. The other was never actually charged; the transaction was voided on 11/**.

The kit in question had a $10 purchase price - it is a purchase with purchase promotion. The customer was not charged the $10 for the promotion. As a one time courtesy, we will send the kit free of charge to the customer, however please note that it did need to be added and paid for at the time of purchase.

We are very sorry to hear about the issues that you had with this order. Please note that we have tracked your reshipment and see that it has an estimated delivery date of February *, it may be tracked at [redacted]. Our chat operators do have a time limit on chat duration so that they may best serve...

all of our customers, however we apologize if any of our operators were rude or not helpful in any way. Please feel free to contact our manager via email for personal assistance at any time: [redacted]

We have issued two refunds for the two duplicate orders that were shipped.

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:

Elf cosmetics claims that they have refunded me for all purchases. Not true. On 11/**/15  I tried to place a single online and after entering my
payment information and submitting my order, a page would come up with some sort of "error" message. I tried a few times last night and kept getting the same error so I figured the site was down and I decided to try again later.
I then proceeded to check my email and I had 4 emails 'thanking me for my purchase'. I tried to contact customer service immediately but there phones weren't working. So I emailed them. THey emailed me the next day and said that 2 orders were canceled, which I was refunded for, but 2 orders had already shipped and I would be refunded once they were returned. On 11/**/15 I recieved 3 packages in the mail. I then looked at my card statetment and saw that I had 2 refunds equaling to the 2 canceled orders, and 3 charges. 3 charges for 3 shipped packages. I kept one and refused the other 2 as instructed. I have yet to recieve a refund for the 2 shipments "refused". Attatched is a picture of my card statement showing the 2 refunds and 3 charges.My desired outcome is to have the 2 remaining refunds issued. I feel as $110 have been stolen from me. [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As we explained we were having some technical issues with out credit card processing terminal on our site that affected some orders. This customers orders were not actually processed, and these are pending auihorizations only that will automatically drop off. They are not actual charges. Customer...

service has responded to all customer service inquiries and has apologized for any inconvenience. The funds should be returned to the customers account depending upon the policies and procedures of the issuing bank.

We apologize for the lost order and for the technical issue that resulted in the refund not being processed previously. We have just processed your refund and are very sorry for any inconvenience.