e.l.f. Cosmetics

We apologize for any confusion. We are responding to each customer email complaint in a timely manner via email. Here is a summary of this customer's issues:
Order [redacted]- damaged product, reshipped via tracking [redacted], as requested
Order [redacted]- missing items,...

refunded $4.50Order [redacted]- refunded in full for  lost order
We are very sorry for the issues with these orders, but feel that we have dealt with each issue.

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:

None of my emails were responded to in a timely manner and although my other problems did eventually get resolved it was not in a timely manner and took months to finally get to a resolution. Again, as a business that should face legal reprucusions for what they are doing to their customers. They finally emailed me back only after I put in a complaint with you guys saying I did get a full refund for 40 dollars. However, I just checked my bank account and there was 40 dollars taken out on 11/**/15 but no refund. This is the second time they have done this to me. Saying they put in a refund when in fact they never did. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We will be happy to honor the code if the customer is able to place her order with no other promo code and email us with her order number. We will apply it manually for her. Please feel free to contact the manager directly: [redacted] with the new order number. It would also be...

helpful to receive the exact error message or issue that the customer is encountering for further assistance.

In order to receive the skin care essential kit for $10 offer, the customer needed to add the actual kit to their order, as noted in the instructions for the promotion. They never added the kit to their order, and therefore did not pay for the kit. The kit costs $10 and the $10 was not added to the...

total. Despite repeated attempts to explain this, the customer insists that she is entitled to the kit. Thousands of customers purchased this kit with their order correctly; it needed to be added to their order, and then the coupon code applied to receive it for the discounted price. We cannot ship out the kit to the customer because she did not pay for it.

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]

We have issued a $12 refund for the missing products and apologize for any 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]

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 find that this resolution is satisfactory to me and the matter has been resolved. They have refunded my money and thank you very much
Sincerely,...


[redacted]

We are very sorry about this issue. The name on this order number does not match this name. We have issued a $10 refund on the above order number, however please contact us if we may be of further assistance in this matter.

WE apologize, we do not have any codes to give out for this promotion. If you wish to place an order and contact our manager directly with the order number, she can manually discount the order for it. Please make sure the order is at least $30 or more in products and does not have any other...

promotional code. You may e-mail her directly at [redacted] with your new order number.

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:

[Hi [redacted],
Thanks for replying to my customer complaint on the E.L.F. website and the message on Revdex.com promptly. I'm going to be honest that I feel like the response confirmed what I was trying to ask that representative to begin with. So there is noone hacking your system every 2-3 years as she claims? I don't know what to say besides thanks for the response. It truly is a disgusting and unfortunately conversation that I had with that agent. Nothing can take that experience back and I hope your future clients will be treated with dignity and respect as they should. She told me that there is no way to return the items since you guys do not except returns. I would like to return the items since I truly am not interested in using the products after this disgusting incident. I'm truly offended and disgusted.
**]
 
 
 
 
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 a [redacted] dispute. We apologize for any confusion or inconvenience.

A refund in the amount of $40 was posted on [redacted] for order #[redacted]. If there is another order in question, please give specific information so that we can assist you.

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 want my items. The Illuminating Palette is in stock on your website, and $6. The Bronzer Palette is also in stock and $6. The Baked Blush in pinktastic is in stalk and $3. The Smudge Pot Cream Eyeshadow in Cruisin Chic is also in stock, and $3.
There is no reason you can't send me my items. It's what I originally ordered, I still want my stuff. Send me my missing items. 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

WE apologize for any confusion. We have answered this customers e-mail stating that their order was not able to be shipped in a timely manner, and unfortunately it has had to be cancelled. The credit card was never charged and we are very sorry for any inconvenience.

We are sorry to hear that this customer is unable to place their order. We require a CVV code to ensure secure checkout for our customers. She may be receiving this error message for the following reasons: if any information is incorrect in her credit card, i.e. expiration date, card number, CVV...

code. Other reasons for an authorization not going through include insufficient funds on the credit card, etc. If the customer was unable to take advantage of a promotion due to a technical error, we will always honor that promotion. She should place an qualifying order, without any other codes, and then email us with the order number, and we can apply an expired code manually. Please note that all of the above information is available in the FAQ's on our site. Please feel free to contact us at any time if we may be of further assistance.

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:

I DID order the promotional item; it appeared on my confirmation and packing list. e.l.f just didn't send it. This is fraud, and there are many other similar complaints (unresolved) here on the Revdex.com site and [redacted] and elsewhere in recent months. When you offer a promotion you have to honor it. I would not have made the order and spent the amount I did if I had know they would deny the promotion (a minimum amount needed to be spent to qualify for the free gift). e.l.f used to be a reputable company, but sometime in the last few months something changed. They had many people who made orders for the 2015 holidays who were ripped off and didn't receive their orders or who were charged for entire orders but only sent part of what they ordered, as I was. Now e.l.f is denying their promotions too. I used to be a very loyal customer of e.l.f but now I am very determined to spread the word about their deception and theft so others don't get ripped off too.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]