e.l.f. Cosmetics

We have refunded the customers credit card in full for this order.

Customer support is the worst I've ever had to have.
I am the client E.L.F , who brings them money, can not place the order for several months because of an error on the site, but they showed absolutely no desire to eliminate the problem. I lost a lot of time trying, changing the browser, changing the account, cleaning the cookies, etc.. With the same data, I absolutely without any problems do orders on other sites. I have a print screen and proof. It seems that they do not need either clients or money. Therefore, I successfully order on other sites, and, accordingly, they have a profit here that E.L.F could have ...

I've been trying to get in contact with ELF cosmetics because they charged my credit card for products that I did not order totaling over $100. When it was processing my card was refused but when I check I had been charged but nothing is being shipped to me.

Review: On 11/**/15 I made an online order (of $26.95) from the company's website. On 11/**/15 I received an email stating my order was shipping. My credit card was billed on 11/**/15. After 3 weeks the shipping status has not updated and I have not received my products. I tried to call the company , but they are not taking any calls. I have sent many emails asking first for the status of my order, then for a complete refund. The company replied with "the order has shipped" twice. There is no evidence of shipment/tracking.Desired Settlement: I would like a complete refund

Business

Response:

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.

Review: I made a purchase on elf cosmetics.com on Black Friday, **/**. I received a confirmation that my item was shipped on 12/*. I was very excited to get my items so when I saw that by 12/*, no tracking information was available other than "label created", I got very concerned . I wrote an email to customer service to provide me with the status or an approximate time that I will receive my order. On Friday , 12/**, nearly one week later I received a response. This was very discouraging since they claim to respond to inquiries within 24 hours. The response said that they don't do reshipments and the package seems to be lost, but they have credited me back for my purchase. They advised me to repurchase the items. However when I purchased my items , I originally got them as 50% off and refused to purchase my items for full price due to THEIR mistake.( by the way Tracking information for this product still says label created which is for me safe to assume it's still in their warehouse. ) I was not happy about this email and tried to resolve the situation several times via email. I then received a response "sorry for the inconvenience please call us with any questions". Meanwhile , I left voicemails for their corporate office customer service department because THEY DO NOT TAKE ANY CALLS. this is by far the worst customer service I have ever had and I'm refusing to pay full price for my items that I originally bought for 50% off. I just want my original order to be sent to me.Desired Settlement: It's very simple , I want my items and I don't believe I should pay for their mistake.

Business

Response:

We apologize for any confusion. As we previously communicated to this customer, she may place a new order on our site, with no other coupon codes applied and then e-mail us with the order number. We will gladly apply a 50% off code that mimics the original coupon code to the order as a courtesy.

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:

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,

Business

Response:

We apologize, we do not currently have any 50% off codes. If the customer places a new order, we will be happy to manually discount it.

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:

Well then I guess my complaint is still active.

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

Sincerely,

Review: I placed an order with ELF on 11/**/15 for 3 items. I was charged and received a shipping notification that very day. There was no indication that anything was wrong with my order, and all 3 items were correctly listed in my shipping notice. When I received my order, two items were correct, but one was replaced with something else. I attempted to call their customer service line, but only got a recording saying that they were not taking phone calls at this time due to high order volume. I instead emailed their customer service on 12/*/15. I did not receive a response, so I emailed again on 12/*/15. I finally received a reply today, 12/**/15, saying that unfortunately the item is now out of stock and so they will refund my money. The item is not out of stock on their site, I could order it right now. It's also part of a promotional offer they are heavily advertising on their website and through emails right now, so they clearly have the item available.Desired Settlement: I do not want a refund, I just want the item I ordered. I do not want to reorder because I would have to pay 5.95 shipping on a 6 dollar item.

Business

Response:

A refund was issued on [redacted] for the out of stock item. We apologize for any inconvenience. Tell us why here...

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:

I said I did not want a refund. The item I ordered is in stock, and has consistently been in stock and available for purchase since I received the wrong item. Instead of a refund, they could have just sent me the correct thing. I am not happy with their "solution".

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

Sincerely,

Review: I placed an order on Black Friday via their website. The Black Friday deal was 50% the entire website. I placed an order totaling $59.50. I received an email that my order had shipped on 11/**/15. I noticed on 12/*/15 that my order was still only showing that the order was received not actually shipped. At this time I decided to email E.L.F. and find out why. No one emailed me back as of Monday afternoon. I then decided to chat with them online. I inquired about this order and another order that I never received an email confirmation. The customer service rep. made me aware that my second order was received and that I would receive an email when they ship it. My first order from Black Friday "appeared to be lost in transit" and that she had cancelled it and refunded my money. I said that I wanted my order reshipped. She told me that they were unable to do that with high demand, but there are many great sales coming up. I told her I did not want a "great sale" I wanted the advertised deal that I ordered. I told her that I would like them to resend or if they could not due to items being backordered that if I could have a discount code or the like to be able to place an order for the advertised 50% off. She could not do that I could only reorder with current pricing. I asked for a phone # for a manager and she would only give me an email. I called the number I found on their website. The recording states that due to high order volume they will not be taking phone calls and that you may only email.Desired Settlement: I would like to receive my originally ordered items at the prices advertised on Black Friday or to be able to order $119.00 worth of product at a 50% discount. I am not looking for any extra, only the deal that they advertised and that I had taken part of. I had many choices on Black Friday and I chose them, I just want them to make it right.

Business

Response:

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.

Consumer

Response:

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,

Review: I ordered a six-month subscription which is free boxes to be delivered by monthly the last box was supposed to be delivered November 2015 and it was not delivered until Wednesday January **, 2016. The contents of the box were supposed to contain $40 worth of elf products I saw a picture of the products given to my mother the recipient of the gift I looked at the picture and thought to myself wow this is not $40 so I proceeded to add up the amount inside the box based off the prices on the website and came to the conclusion that it only contained $32 worth of product I called the elf company and talk to Melissa she proceeded to tell me that it's based off of other products on other websites and other dealers my concern is why in your emails are you saying that you're getting $40 worth of product when in fact you're notDesired Settlement: I want elf to refund of the full six months subscription price which was roughly $80 or I want a full box sent to the recipient my mother that was advertised in the emails I also think that the elf corporate should change the email if you're saying you're going to get $40 worth of product that should be like inside the box not what you compare it to what other rates this isn't fair and I didn't pay money to be ripped off

Business

Response:

We apologize for any confusion. Below is a list of the products that should have been shipped with your Play Beautifully Bundle. They add up to $40. Please let us know if you are missing any items.85040S Studio Endless Eyes Pro Mini Eyeshadow Palette-Natural21711 Essential Shadow Lock Eyelid Primer84006 Studio Contour Brush23201 Essential Acne Fighting Spot Gel85011 Studio Kabuki Face Brush57001 Skincare Illuminating Eye Cream82463 Studio Matte Lip Color-Tea Rose6322 Studio Pressed Mineral Blush-Sweet Retreat21663 Essential Clear Brow & Lash Mascara

Review: I ordered products that never came. That did not respond to my emails and are not taking calls. On facebook others have oosted the same thing. But they continue to advertise sales.Desired Settlement: Money back and they stop advertising if they can't fill the orders

Business

Response:

We apologize for any confusion or inconveinece. We are responding to every e-mail that we are receiving. This order was shipped and may be tracked at [redacted] via tracking #[redacted]. It is en-route to regional processing facility as of [redacted]. Please allow an additional few business days for tracking to update due to postal delays. If it does not update in this time frame please feel free to contact our consumer relations manager directly at [redacted] and she will be happy to personally assist you with a refund.

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:

The tracking number was incorrect. A package did arrive missing 7 lip glosses and one brush. They said they refunded my money but they did not.

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

Sincerely,

Business

Response:

We are showing that this order was refunded in full.

Review: Received Entertainment Weekly magazine in yesterday's mail. I did not order this magazine or any other magazine. I do not want this magazine or any other magazine! Entertainment Weekly processed my request to cancel as a "suspension" and informed me that the subscription was purchased through "[redacted]" and that I must deal with them regarding my "contract". I do not now, nor have I ever entered into any contract with [redacted] and have no interest in sitting on the telephone or online providing more information to them to confirm who I am etc., to cancel something I never bought. I have filed a separate complaint against this company.

In reviewing my recent online transactions and with further research it appears an online retailer I have had recent business with may have sold my information without my permission. This company is [redacted] as [redacted] (elf). I attempted to completely cancel my account there (because I abhor companies that sell customer information) and found there does not appear to be a way to accomplish that. I cannot even delete or edit billing methods on their site. I have submitted my concerns and requested my account be cancelled via email to them.

In the meantime, I am submitting this complaint here so that others may be warned - this company apparently will sell your information without your permission, and/or obscures how they obtain permission for this ridiculous violation of consumer trust.Desired Settlement: Stop selling customer information. Make customer accounts able to be cancelled/deleted by customer immediately online while in customer account. Do not save customer payment information by default, offer the choice of saving or not saving, and make payment information removable or otherwise immediately editable by customer. And finally, I want all of my account deleted, removed from their servers completely.

Business

Response:

Subscriptions to magazines are given as a completely FREE gift, with no fee or automatic resubscription. No credit card information is EVER shared with [redacted]. There is an opt out box on the checkout page if a customer does not wish to receive the subscription. This is meant as a free gift that adds value to your e.l.f. cosmetics order and we do not understand the issue, since there is absolutely no charge and no way for the customer to be charged. If the customer has not yet cancelled, we will be happy to do so on her behalf and apologize for any confusion or inconvenience.[redacted]

Consumer

Response:

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,

Review: I placed an order with e.l.f. cosmetics on December [redacted], 2013. I ordered 5 makeup items and a $25 deluxe gift card for for my sister's birthday (Dec. **) and Christmas presents. I live in Pennsylvania and according to their website, I'd receive the order in 5-7 business days. On December [redacted], I checked my order online because I had not received anything and the order was still in the "Processing" stage. I contacted customer service at e.l.f. and they told me that my order had been "lost in transit" and asked if I wanted them to ship a replacement order or cancel the order. They said that the order would not arrive before Christmas. Ironically, their website claimed that the last possible day to place an order with Christmas delivery for Pennsylvania was 2 PM on December **. It did not make sense that they couldn't put a replacement order in on Dec. ** and not have it arrive before Christmas, so I told them that I wanted to process the order and requested expedited shipping, hoping to receive the item before my sister's birthday on the **, or at least by Christmas. It was still shipped with ground shipping and the item arrived at 11 am on Dec. ** but I had to travel for the holiday so unfortunately when I left on Christmas eve, the item had not arrived yet.

I picked up my package at the local fed ex office today and the 5 items were included, however the $25 gift card was missing. It was listed on the packing slip but there was no gift card. I am infuriated with this company! They did not send out items in a timely manner and they charged my credit card on December [redacted] for a gift card that I have not received.Desired Settlement: I would like my order to be completed ASAP so that I can give my sister the rest of her birthday gift. Please expedite the $25 deluxe gift card and it would also be nice to have some sort of complimentary product, service, coupon for all the stress and headache, this company has caused me over the holidays.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Eyes Lips Face has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I purchased an elf $3 eyelash curler from Target and used it and instead of curling my clean lashes, it chopped them off.Desired Settlement: Please fix the product so that this doesn't happen to anyone else! It wasn't a fun way to start a morning before meetings.

Business

Response:

We have resolved this with the customer. We sent her a gift card for future purchase and are researching the issue with our production dept.

Consumer

Response:

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,

Review: Placed an order on 12-**-2015 on [redacted] (Order # [redacted] ).

I realized I put in an incorrect shipping address, immediately contacted ELF via phone and E-Mail, marking the E-Mail urgent and requesting a "Read Receipt", and in the Subject Bar I title the E-mail (Order # [redacted]).

ELF deleted my E-Mail without opening, I forwarded the E-mail to them once again, changing the Subject to (Order # [redacted] ), they deleted that E-mail without out opening it as well. So I am out of money and no product, ELF will not respond via telephone nor E-Mail.Desired Settlement: I desire a refund!

Business

Response:

We have refunded the customers credit card in full for this order.

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:

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,

Consumer

Response:

ELF Cosmetics has not refunded the money and I have not received the items either.

Business

Response:

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

I love e.l.f.! They do sometimes have issues with delivery, but their customer service is amazing! Anytime I have had an issue, they send a replacement or the missing product. Delivery can be slow at times, but I always get my order within a week after they ship. This is the only makeup I wear, and my entire family now loves it too!

Review: I ordered some cosmetics back in December and still haven't received them yet I contacted thru emails and try calling them numerous times about this and there sending me things I didn't order. I don't want any tre just want what I paid for or fit them to replenish my $35.00Desired Settlement: Refund

Consumer

Response:

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,

Review: Wish I could put more than one issue of complaint because there are several. I would say the biggest issue I am having with them is with their customer service. I emailed them after almost 2 weeks of my order not being shipped, then they emailed me back saying it must have been lost in transit and asked if I would like a refund or it reshipped, I wanted my order so I asked to be reshipped. Then crickets, I heard nothing for days so I emailed back, they then emailed me a shipping confirmations from an order then wasn't even going to the same state I was in so I asked if it had been shipped there by mistake. Still noting, so I finally decided that emails weren't going to get me anywhere so I called thinking I can have all my questions answered and figure out how to solve the issue but when I called all it was message saying lines were down due to a large shipping issue and to email with any concerns or questions. What is the point of having a customer service number if it doesn't work? I've been emailing and emailing for days now and I haven't gotten anywhere so now I have to send another email? After that I did get an email stating that I will be getting a refund (which 24 hours later still haven't) I replayed back confused and the next day I got a response from someone who didn't even know what I am talking about. How am I going to get helped when I am talking to 20 different people...? I just keep repeating myself over and over again. So I am going to complain on their customer service, shipping and refunding/exchanges because at almost a month later and still don't even know what’s going on with my order I feel like I was robbed.Desired Settlement: More then a 50% off next order of 30 dollars or more. Thats not a sorry, thats a coupon you get for joining the mailing list.

Business

Response:

We apologize for any confusion. We do have a reshipment order in our system for this customer, [redacted]. It will be shipped within the next 48 hours, via expedited service. We are very sorry for any inconvenience.

Consumer

Response:

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,

Review: On December **, 2015, I received an email from ELF Cosmetics stating than a recent order I had placed had shipped. I waited until the next day to track the package as it can take up to 24 hours for the tracking information to enter the [redacted] system. When I checked the information, it said that the package was still in pre-shipment. I checked back nearly every day for the next week and a half and the tracking information had not changed. I sent an email to ELF customer service asking whether or not my package had actually been shipped and received this response:

"We apologize for any delay or confusion with your order and for our delayed response time, caused by an overwhelming amount of orders. Please note that both [redacted] and [redacted] have reported issues with shipping recently. Please check your tracking information again and you will probably see that the tracking has updated. If it has not updated within four business days, please contact us again.

If your tracking number begins with a 9, please track your order at: [redacted]

If your tracking number begins with a 6, please track your order at: [redacted]

We are very sorry for any inconvenience this may have caused and greatly appreciate your patience and understanding, and your continued loyalty to e.l.f. Our shipping department and consumer relations department is working around the clock to make sure your orders and inquiries are taken care of.

Sincerely,

the e.l.f team

[redacted]"

I waited the 4 business days and checked the tracking information and it still had not changed, so I emailed them again asking about my package. Here is the response I received:

"Thank you for your order with e.l.f. Cosmetics. Due to the recent extremely heavy volume of orders, we apologize that your order has been delayed. Our warehouse has been open around the clock to deal with the increased order volume.

Thank you again for your loyalty and patience.

Sincerely,

the [redacted]"

As you can see, both very generic responses and neither answered my question about what is going on with my package. It has now been 15 days since I received the shipping email and the tracking information has not changed, leading me to believe that the postal service has not even received it yet. I am very disappointed as this was to be a Christmas gift.Desired Settlement: I would like to have my package shipped to me either 2nd day or overnight at the company's cost.

Business

Response:

We are very sorry that your order was lost in transit and will be happy to either reship or refund you in full. Please let us know which you prefer. If you wish us to reship your order, please reply to us at [redacted] with your complete shipping address. We are very sorry for any inconvenience.

Consumer

Response:

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,

Review: I ordered from ELF and the order was shipped out to me January [redacted], when the package was shipped they shipped it to the incorrect address (took off the Unit F) from the typed in shipping address. When I saw the error on the shipping confirmation email I looked at the order confirmation and saw that the shipping address I typed in was correct, and that it was just an error in the shipment process. I chatted into their customer service (after being on hold for 18 minutes) and the representative was awesome. She confirmed the error in shipment, had issued a replacement order in minutes and was very pleasant to work with. Now 5 days later I see that the second orders tracking has been stopped (label created and never arrived at [redacted] Origin) meaning that the label was made but the package never made it to the post office. Since its been quite a long time since I placed the order I chatted in to see what the hold up was. I started working with Carly and she just was not reading what I was saying, she then abruptly just got off the chat and Kelsie jumped on and said that "Chloe" had ended her shift and that she could help me.. I then spent minutes re explaining everything to Kelsie, who is not very good at reading my responses, and she was so rude and bratty. She pretty much made it sound like I was 100% in the wrong and even implied that I was a liar. After calling [redacted] 3 times they told me that they have no record of receiving the package, that there is no errors in the website showing the correct tracking information, and that unfortunately from what they see the package appears to be lost. Kelsie did not want to listen to that. After offering to 3-way call with [redacted] and pleading multiple times about how I could get the order that I paid for she then just told me she was ending the chat and closed the seesion- professional right? I have all the records of the chat and emails for reference. From working in customer relations and shipping for over 5 years I know how to handle upset and frustrated customers, and if any of my employees acted the way she did they would be fired - your employees need some serious training.Desired Settlement: Well obviously I want my product that I paid for, but I also feel like I should be compensated for having to deal with their awful customer representative for almost an hour and then just being "hung up on" in essence when she decided she didn't want to assist me further. I sure hope that no one else has to deal with the situation I have when ordering from ELF. From a customer that has solely worn ELF makeup since she was 15 I am bummed I'll have to be finding a new company to bring my business too - no more referrals from me.

Business

Response:

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]

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:

Actually that's completely unacceptable? Here is my tracking ACTUALLY and it shows a estimated delivery of January [redacted] 2015 and the mail has already came. Please see the chat from your attendants below.. I called in 5 times today, have a screenshot if needed, trying to talk to a manager. The first girl I talked to, also [redacted], would not help me - cut me off several times - and then cut me off by transferring me to someones VOICEMAIL. Every other time I called in I was just automatically transferred to someones voicemail, no one will assist me. I want my freaking money back at this point. Your website claims 5-9 business days from ordering to receive the package and its been well over that. Every single employee I've worked with has been so rude and I cannot wait to blast you on social media, news, etc.[redacted]

Business

Response:

This customer did receive her package and we do apologize for any inconvenience due to her original lost package. Unfortunately packages do get lost in the mail on rare occasions. The package was addressed according to the information submitted on the original order. We have researched the history of calls/emails/chats, where the customer used profanity on several occasions. We have done our best to assist this customer and she did receive the products ordered.

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:

I received one of the packages, which I assume was the second or replacement package, NOT the two just to be clear. Meaning that, yes the first package was in fact addressed wrong - against what all their customer servicereps said. The company did not once discuss with me in regards to why my package took 19 days to arrive when their website clearly states that the free standard shipping takes 5-9 days. That is false advertising. The company also did not communicate why their customer service agents were horrible, rude, hung up on me, etc. That is not customer service and I want this to be addressed, a paying customer does not deserve to be treated in such manor. Again, I feel like I deserve a refund or at least a major discount at the least.

Again, yes I received one of the packages. After being treated the way I was from your company, I was freaking nice to your agents - profanity? Bite me. The company still has not addressed why my package took up to 19 days to arrive when their website clearly states that the free standard shipping takes 5-9 days. That is false advertising. I STILL feel like I deserve a refund or at least a major discount at the least.

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

Sincerely,

Review: On 11/**/15 I tried to place an order on Elf Cosmetics website. The website kept saying there was an "error processing my request". After a few tries I assumed the website was down. Shortly after I checked my email only to realize that not only had the website actually processed my request, but it also placed 5 different orders and charged my account 5 times in the amount of $55. I immediately tried to contact customer service but the phone lines were down, so I sent them an email. By the time my emails had been read or responded to, 3 of the orders had already shipped. Two orders were canceled and (after much hassle) I was eventually refunded for those. As for the three orders that shipped I was instructed to keep one package and write "refuse" on the other two packages so they would be sent back and I would receive a refund. I received the packages on 11/**/15. I kept one and refused the other two. I have not since received a refund or heard from Elf Cosmetics.

I emailed Elf Cosmetics on 12/*/15, informing then that my packages were refused and I was wondering if they received them and when I could anticipate a refund. No response was ever received from Elf Cosmetics. I tried to call Elf Cosmetics customer service number, but yet again, they're phones are not on. So I emailed Elf again on 12/**/15, and still no response or no refund.

Elf cosmetics not only overcharged me, but they are not making any efforts to correct the situation. The orders that were refused were both in the amount of $55.00. My account has been charged for $110.00 worth of product that I don't even have.

I would also like to make a point that had Elf Cosmetics had they're phones on, I could have immediately been in contact with a customer service representative and all of this could have been prevented.Desired Settlement: I would like a full refund in the amount of $110.00.

Business

Response:

We have checked into this customers account. She was either refunded or her pending transactions were voided for all of the duplicated orders that she placed. We suggest that she contact her bank for further clarification.

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:

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

Review: Order number [redacted] was purchased in November and supposedly shipped the [redacted] of November and has still not arrived. I received a cutesy email stating it's 'on its way' and a measly 10% off code that was supposed to make up for the delay. And of course, when I log into my elf account to check the status of the order, the order's conveniently disappeared from my accounts section. I have been charged for this order and have not received it. It is literally the new year, over a month has passed, and I have not received my items. This is totally unacceptable of the company and at this point a new order should have been sent out, I should have been personally contacted, and even given some sort of compensation or refund for this ridiculous wait. Upon calling the customer service number, I've found that it doesn't work. Along with sending several emails about this issue I have also taken to sending emails via social media and the company still hasn't responded.Desired Settlement: I want a refund since I have been charged for the items, have not received them, and most likely never will.

Business

Response:

We apologize for any confusion. This order was refunded in full on [redacted]. We are very sorry that it was lost in transit and apologize for any inconvenience this may have caused.

Consumer

Response:

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,