e.l.f. Cosmetics

Review: I ordered online, got a confirmation email on Nov [redacted] saying a label had been made in NJ and it had shipped. Still haven't received my order. I've emailed them 3 times with no response. I just want my money back at this point.Desired Settlement: I want my money back. I won't order from them again. Once bitten, twice shy.

Business

Response:

A refund has been issued in full for this order on 12/*/15. We apologize for any misunderstanding or inconvenience.

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 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,

Business

Response:

We apologize for any confusion. This refund was issued on 12/*.

Review: This is the second time in one month that I have had trouble with E.L.F. Cosmetics. I placed an online order on Tuesday, December [redacted]. The next day I received a notification that the product has shipped. I checked the tracking and seen that it did not ship, that a label was created and sent to the warehouse. A lot of people commented on E.L.F.'s [redacted] account that the same thing happened to them, however, they were later notified their package was 'Lost in Transit' or never shipped. I have reached out to E.L.F. on December * and talked about my concerns with the shipping and asked them if they could give me an update on the package. I never received an email back answering my question. Every single time I try to talk to them I feel ignored by their customer service because I don't receive any response emails, they shut their customer service phone lines off, and their website chat is closed. What is a customer supposed to do when they order a package during the holiday's that they are expecting before Christmas and can't get reassurance on the status of their order?Desired Settlement: I want my order canceled as soon as possible, and I would like the $22.95 refunding to my account as soon as possible.

Business

Response:

We apologize for any confusion or inconvenience. This order was shipped on [redacted], via [redacted] tracking [redacted]. We do ask that you allow at least three business days for the tracking information to update.

Review: I have placed an order with this company during a cyber monday sale and they have not shipped out my package yet when their website says that the processing takes 1-3 business days. I have spoken to another customer who lives in Hawaii and placed an order on [redacted] and told me that she already received her package. This is ridiculous that it would take a company that long to process an order. I understand that they are busy around the holidays. However, I have ordered from several other companies that have already shipped out my packages. I can see why ELF Cosmetics is not a Revdex.com accredited business. This is my order number [redacted]. The company needs to get a move on and ship my package out.Desired Settlement: To have my package shipped out by [redacted].

Business

Response:

This order was shipped on [redacted], via tracking [redacted]. It may be tracked at [redacted].

Review: I ordered the Play Beautifully Box and paid for it with [redacted], as allowed by [redacted]. The ship date on the website said 11/**/2015. My bank account was charged the agreed $24.95 via [redacted] on 11/**/2015. On 11/**/2015, I received an e-mail saying that they do not accept payment with [redacted], that I will not be charged, and that my entire subscription was cancelled. I e-mailed back and told them that I was already charged. I was refunded $19.99, $4.95 short of what I was originally charged.Desired Settlement: My desired outcome would have been to offer me a different payment method so I could keep my subscription and for my box to ship on the date indicated on the website. Since that does not seem to be possible, I desire a refund of $4.95.

Business

Response:

We issued a refund of $19.99 on 11/** and an additional refund of $4.95 on 11/**. We apologize for our error and 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 have placed a large order with e.l.f. cosmetics on 11/**/2015. My credit card has been charged yet my order was never sent out nor did I receive a confirmation email. I have tried contacting them multiple times, but no response.Desired Settlement: I would like a full refund.

Business

Response:

We do not see any orders under this name, e-mail address or telephone number in our system. Please provide the last four digits of the credit card used, or the [redacted] transaction ID so that we may further assist you.

Review: I have contacted this company everyday for almost three weeks. They first took a week to finally respond to my first email about where my products were and this was after my roommate, who ordered three days after me had already received her order. It took two weeks for me to receive my order. When I got it, it was missing an item. I contacted them and again, it took a week to get someone to contact me. I got refunded for less than what I was due for the product and I had already told them I did not want a refund. I wanted my product sent out and my shipping refunded since I had not received all parts of my order. Since they were not emailing me back, I talked with them through [redacted] instead. After trying for another week to contact them, the ended up refusing to refund me for my shipping and they proceeded to block me on [redacted]. This is terrible service, I want my shipping refunded and my item to be sent out.Desired Settlement: I want my shipping refunded and for the product to be sent out.

Business

Response:

The customer has been fully refunded for the item that was missing from their order. We apologize for our initial error that the first refund was incorrect. Customers are only blocked on [redacted] for strict harassment guidelines. If the customer would like to place a new order for the item when it returns to stock, we will gladly manually discount it for free shipping, if they contact us. The order was placed on 11/**, and shipped on 12/*, within our shipping guidelines. Since the order was placed with a 50% off promotional code we are not able to refund for the shipping fee in addition to this promotion.

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]

This is still not what I want. I request shipping be refunded the day after I put the Revdex.com complaint in, I called the call center to talk to an actual human. After calling 10 times to actually get through to someone, I talked to a women who immediately put me through to a supervisor per my request, and they put me through. Talking to the supervisor, she was very rude. She kept interrupting me telling me that my issue was resolved and I kept telling me her no, that it wasn't resolved to my liking. She told me that she had 20 people on the other line, and she needed to resolve my issue as fast as possible this is very disrespectful to me since I've been trying to resolve this this for 3 weeks. I told her again the issue and she told me that my issue was resolved was being very rude to me. She told me that she needed to deal with other things and hung up on me. This is the worst customer service experience I have ever had, I want my shipping refunded because of customer inconvenience. I know that you can refund shipping since you just said I could place an order and you could refund that shipping, so it's not that you can't, it's just no one wants to. This is unacceptable.

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

Sincerely,

Business

Response:

We have issued a $4.95 refund for the shipping fee.

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,

Never shipped my stuff even after about 12 days. Shipping tracker still says that it hasn't been shipped.

Review: I first placed an order online, order #[redacted], on 10/**/2015. This order included item #[redacted], which when arrived on 11/*/2015was broken and unusable. I contacted the company immediately through email and reported the damaged item. I received a response the next day telling me I would get a replacement "right away". It wasn't until 11/**/2015 that I received an email with a tracking number indicating my replacement was on its way. The tracking number did not work, and when asked I was told to be patient. On November [redacted] I received an email saying that my order was canceled due to "technical issues". I was told I would receive a refund and offered a 50% off code on my next order, no restrictions listed, as well as another code for free 2 day shipping.

I decided to utilize these codes in hopes of re-ordering the broken product, seeing as I was also expecting to be refunded for this product. I placed an order on 12/*/2015 (Order #[redacted]), as the codes were only valid until 12/*/2015, how generous of them, and received confirmation of receipt of my order. Their website clearly states, or at least it did at the time of my order, that all orders placed by 11:00 AM will be processed that day. This would lead one to believe that orders placed after that time would be processed the next business day. Not that it matters because my order was placed by 6:30 AM PST on 12/*/2015, and therefore should have been processed the same day for the 2 day delivery I was promised. I had to contact the company repeatedly to find out what was going on before my order finally shipped out on 12/*/2015, what is the point of free 2 day shipping if you are going to wait 4 days to even ship it out?

I discovered that I was charged full price for some of the items I ordered, even though the code I received stated 50% off my order and there were no specific restrictions. I was never refunded for the original broken item as promised. To top it off, when I finally did receive the order that was placed on 12/*/2015 there were 4 items missing. I have again contacted the company several times and they have promised me a refund, but I have not yet seen that happen. They give me canned and elusive responses at best.Desired Settlement: I would like the refund of the broken item as well as the refund of 50% of the items I was charged full price for. I would like the company to stop making promises it can't keep and stop offering codes that are deceptive to consumers. I also think it would be a good gesture to offer those of us, because I know I am not alone check your social media, that have been hurt by your actions a little more than just coupon codes. Store credit would go a long way to rebuilding your customer's trust in you.

Business

Response:

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.

Today, November **, 2015, ELF (Eyes Lips Face) Cosmetics had a 50% sale. So, naturally, I thought it was a great bargain so I ordered items online.
I qualified for free shipping but when my payment was processed the shipping charge was added.
I contacted ELF customer service and they said they would take care of it and refund my shipping fee.
Instead, what they did was lower the cost of two items so that I would not qualify for the free shipping so I was charged 10 dollars more.
When I asked when I would receive a refund, I received an email saying they apologize but I was not entitled to a refund.
This is FRAUD for the following reasons:
1) False advertising
2) Fraudulent business practice for lowering cost of items so that I would not meet the threshold for free shipping. I did not ask for them to discount my itmes further. I simply asked for a refund.
3) I ended up losing more money over this transaction because I didn't receive the free shipping discount and I was not refunded--so I was charged MORE for the total 50% deal.
4) I am very angry that companies take advantage of consumers by these types of schemes.

Review: E.L.F SOLD my personal information INCLUDING my credit card number to magazine companies and now I am getting magazines in the mail. I cancelled the subscription, but, now these people have my credit card number. Elf makes it completely impossible;e to delete an account. I even tried taking my credit card number out of their system to no avail. I had to put a bogus pre-paid [redacted] number in there in order to get my personal credit card number out. Good thing I looked this up and made some calls, otherwise I would be getting charged in a year for these magazines...maybe I still will? I have no idea. I read about this same issue happening to other people and they said even more subscriptions started coming after they cancelled the first one. HORRIBLE business.Desired Settlement: I want to know ALL Of the companies they sold my information to, and they need to call every single one of them and have MY personal information and credit card number removed from their system. Also, I want my account with them DELETED and all my contact information removed from their system so they will never contact me again.

Business

Response:

As noted on our site, we DO NOT share your credit card information with anyone. The magazine subscriptions are completely free of charge or future obligation and they do not automatically renew. There is an opt out box to check if you do not wish to receive this, when you place an order. We will be happy to delete this person's account from our system. They need to contact [redacted] for assistance, or they can log on to their account and delete their billing information themselves.[redacted]

Review: I placed a $6 order on 11/**/2015 and toggled the $4.95 shipping however when I received my confirmation it showed the $49.95 shipping so I immediately called their customer service number which had an outgoing message stating that they have turned their phones off and that I should email them which I did 4 times. I asked that they cancel the order so that I can reorder with the correct shipping method however NOTHING. I called and left two messages as well asking them to please cancel the order because I didn't want to pay $49.95 to ship two items that total $6.00. They will not respond. I did see that they shipped the items on Monday, 11/**/2015 and finished charging my credit card but that's all. I'm so frustrated and now feel victimized. As I look on [redacted] I see that they have a history of very bad business which makes me wonder if they shouldn't be audited or checked out by another agency. Thank you for your time.Desired Settlement: I'd like them to refund the difference between 49.95 and $4.95 which is a total of $45.00. I feel that they had ample time to cancel the order since they didn't ship it until Monday 11/**/2015 and I had sent numerous requests.

Business

Response:

We have issued a refund on the credit card as requested. Please note that our e-mail support is open. The customer selected expedited shipping at checkout which is why she was charged this amount.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], however it did not indicate the amount of the refund nor did I see a date when I will receive the refund. The email help that she referred to only sends an automatic response it does not respond to specific questions so I don't believe this counts as customer service. Once I receive a fair refund, I will find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered from ELFCOSMETICS.COM November [redacted], 2015.

My order number was [redacted]. I ordered 16 items.

First of all, my order was not shipped for two weeks. The company only shipped the order after I had emailed them 3+ times about my order. The first time I got an automated response, the second and third shipping updates. I'm pretty sure if I wouldn't have contacted the company about how long it was taking to ship my order, I would have never gotten it.

I received my order today, December [redacted] 2015, and there were items missing. On the bottom of my receipt, it says "[redacted]". Nothing on my packing slip is circled, yet I am missing the following items:

*Illuminating Palette (x1)

*Bronzer Palette-Bronze Beauty (x1)

*Baked Blush-Pinktastic (x1)

*Smudge Pot Cream Eyeshadow- Cruisin Chic (x1)

Of my sixteen items, I received 12. This is ridiculous, and unacceptable. After waiting weeks for them to even ship my items, the order shows up and one fourth of it is missing? I am not going to take this. When I attempted to call Customer Service, but they are not taking any calls.

I am not going to take this.Desired Settlement: Refund and my missing items shipped ASAP

Business

Response:

We attempted to issue a $12 refund for this customer but evidently she filed a [redacted] dispute as well, so we are not able to refund directly. We will have our finance department check into the [redacted] dispute to make sure that the refund is issued. Please note that every customer e-mail is always responded to so there is no need to file disputes.

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 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,

Business

Response:

We were unable to issue this refund directly because the customer opened a [redacted] dispute. We have just had our finance department issue the $18 refund directly on PayPal. We apologize for any inconvenience or confusion.

Review: Hello,My elf cosmerics order number is [redacted] ordered four items but recieved two. Significantly those two are the mist expensive order. The item number I am missing are, [redacted] and [redacted].Moreover, in another order, [redacted], one of my item is completely broken, item number [redacted].In these regard I have tried to contact with elf cosmetics many times via phone and email, but got no reponse.Desired Settlement: I am claiming refund of 12 dollars from elf. Two items are missing and one is damaged.

Business

Response:

We have refunded this customer for all of the missing items in both orders. We apologize that she had issues contacting us. We see no emails in our data base from her. Our e-mail address is [redacted]

Review: This company charged me 6 times for an online order, when I was checking out for my order I was getting an oops error message with [redacted] so I switched to my visa after 3 attempts, I continued to get the error message two more times will that card and then it finally worked the third time. Elf charged both my card and [redacted] for the failed attempts, after contacting them because they turned off their phone lines they finally emailed me back asking for the other order numbers so I sent the order numbers in [redacted] and a screen shot of the charges in the bank. They replied saying they only see one order for me and to have a good day basically refusing to refund the $100 they over charged. It has been since the [redacted] and I've only been able to make contact those two times. It's Christmas and I need to afford presents for my family.Desired Settlement: I would like my $100 back for the charges that were overage as soon as possible!

Business

Response:

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

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]

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,

Review: I have a subscription to this company's bi-monthly product bundle. I began my subscription in September of 2015 and recieved my first order with no issues. The next shipment was supposed to be debited from my account on or around 11/**/15. According to their website, orders (10 of them) were created and cancelled on 11/**/15. There have been postings on the company's [redacted] page that there was an error with a new site launch on 11/**/15 that is causing issues with shipments. I have emailed the company 3 times for a status on this and have attempted to call the company per the number on their website, but the phone lines have been SHUT OFF due to the error. The recording says they have been shut down due to recent site and shipping issues so they may respond to email inquiries. But when an email is sent, the only response back is a generic one stating that they are working on the issue.Desired Settlement: I want to be able to speak to a person either on the phone or via the chat feature on the website, which is also shut down at this point. I want to know what the issue is and what is being done to get it corrected so orders can go out as they're supposed to. I don't want generic computer driven email responses to my inquiry. I want to know when this will be resovled. This is not a mom and pop company, there is ABSOLUTELY no reason why a company of this size should have issues for this long.

Business

Response:

We apologize for any confusion. As stated, we are working on fixing the technical issues with subscription. We have not charged any customers for the Bundle and will notify everyone when they are about to be shipped - which we expect to be within the next several weeks. We are very sorry for any inconvenience this may have caused. We are always available via e-mail at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only one you will give at this time. I am not satisfied with the result but realize that I am helpless in this matter as the consumer and will have to accept what you have written. This situation, and the way your customer service is being handled, will greatly impact my willingness to do business with your company in the future.

Sincerely,

Review: I placed an order with ELF and had to have the shipping address changed. I sent them the correct shipping address immediately with all information needed, as I was sending to a post office over my home address. They told me that they fixed the issue, and I received an email the next day saying my shipment was on its way. However, they never told me what the shipping information was changed to until they sent the email stating that they had sent my shipment. They inputted the information incorrectly, and my package is now on its way to an address that does not exist. I have tried contacting them multiple times, including calling their head office and their customer service center. Their customer service center is offline, and no one can be reached because they've had a high volume of shipping/product issues and want everyone to email. If you stay on the phone long enough, their is an option to leave a voicemail, but it's clearly futile. This is a ridiculous way to run a business, and it's infuriating to not be able to talk to an actual individual. I've sent 4 emails, including my original request to have the information changed. They state that they will reply within 1 business day maximum. However, most of my emails have gone unanswered, and the one reply I received was no longer than ONE sentence basically stating that there is nothing they can do to help me, and that they will not refund my money nor will they attempt to fix the issue they have caused. They also stated that if I had read the FAQ, then I would already know this. Furthermore, the tracking number they provided me with isn't even valid on a multitude of websites that I've tried to track it through. Since ELF has decided that they don't want to help me fix this, I had to reach out to the local postal service and they can't even believe that this company is actually still in business. This is the worst customer service that I have ever received, and I will never be ordering from this company again. I'm now out about roughly $55 CAD because this company is a joke. This is the first time I have ever had issues with ELF, and it will be the last.Desired Settlement: I want this company to contact me with a solution to the problems that they've created, and I want them to fix it. I either want the stuff I ordered, or I want my money back.

Business

Response:

We apologize for any confusion. The order was shipped via tracking # [redacted] and may be tracked at:[redacted] The shipment is showing as of 11/** as being in transit to the destination. If the customer does not receive the order within three weeks of the ship date, we will consider it lost in transit and either refund or reship, as per our company policy. We may always be reached at [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:Having to wait until my order it considered "lost in transit", even though it was their error in the first place that caused this. I placed my order almost 2 weeks ago, and now I have to wait another three weeks to even have my package sent to me in the first place? As to their claim that they can always be reached at that email address, I've sent 4 or 5 emails and have received 1 or 2 replies no longer than a sentence or two. Then to say that it's enroute to the destination is [redacted] because the address that ELF Cosmetics changed it to, (not the CORRECT address I provided them with), does NOT exist. So the "destination" does not exist. This horrendous customer service is the reason I filed my complaint in the first place

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

Sincerely,

I placed my first ever order with this company online. The order was received in a timely matter but when it was received I was missing two items. I emailed the company with all of my info and what items were missing and they responded within a few minutes! They apologized for the items missing and assured me they would be sent out immediately. I received the missing items really fast along with a $5 gift card for the trouble! Great customer service! Will shop with them again.

Review: I placed an order with e.l.f. cosmetics on Nov. **, 2015. I received an email confirming my order, as well as a confirmation of payment through [redacted]. I waited patiently for a week without receiving any confirmation of shipping. On Nov. **, 2015, I checked my account again to see if my order had shipped yet; it had not. I contacted the company via email to inquire about my order status and never received a response. I reached out to them on Facebook and received no response. I saw on Facebook that many, many, many others were experiencing the same thing. I sent a message to the company and told them I was going to file a complaint with the Revdex.com and finally received a message that my order was guaranteed to ship by the end of the day on Nov. **, 2015. It is now Nov. **, 2015, and my order still has not shipped, nor will the company communicate with anyone to let them know what is going on.Desired Settlement: I just want my order to be shipped to me, or I want all charged refunded.

Review: I places a small order with ELF 1/*/2016. They shipped my order to my old address. And I had clearly updated my shipping address in their system. They sent an email and apologized for the error, and they asked that I reply with my current address, and so I did. They still sent the order to the old address again. I've left messages and emails, no response in three days. The last communication I receives stated this: [redacted]Desired Settlement: I'm just asking for my products that I ordered. I need them, Please! Please! it's been too long!

Thank you for any assistance that you can give to me

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. They have refunded my money and thank you very much

Sincerely,

Review: I ordered from E.L.F on Nov **, I just finally received my order and it is missing 3 products the first is my Dark Blush Palette, the other two items are circled the Lock On Liner and Brow Cream in Espresso item, and the High Definition Powder in Corrective Yellow item, at the bottom of the invoice it says that means you currently sold out stock and that you have deducted the amount from my total before you charged my card, which you guys did not deduct anything I was still charged for those products so I would like to receive my 3 products asap, It's sad I waited a month for you to finally ship my products, and my order is still missing 3 items could you please fix this and send me my Dark Blush Palette, my Lock On Liner and Brow Cream in Espresso, and my High Definition Powder in Corrective Yellow, if I have to wait another month so be it I just really want my 3 products that are owned to me. I have messaged you a week ago and still have not heard a response back from your company, you have turned off your phones so my calls did not go through.Desired Settlement: Please send me my Dark Blush Palette, my Lock On Liner and Brow Cream in Espresso, and my High Definition Powder in Corrective Yellow, you charged me for these products a month ago, and I just really want my 3 products that are owned to me.

Business

Response:

We have attempted to refund these items but are unable to because this customer has filed a dispute with [redacted], but has never sent customer service an email so that we can resolve the matter.

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 contacted their customer service on 5 ocassions through email and also [redacted] they never responsed back to my emails and it took them a few days to message me back on [redacted], on Dec ** I was told through [redacted] they sent me a refund, that I still have not yet received, when I messaged them again on [redacted] on Dec ** they told me it would take a day or two to show up but still I see nothing. I did open a [redacted] dispute because I wanted their help getting E.L.F to communicate what they plan on doing to make this mistake they made better for me.

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

Sincerely,

Business

Response:

We have attempted to refund this, however since there is an open [redacted] dispute we are not able to proceed with the refund. Our finance department reviews [redacted] disputes and will issue the refund directly through [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and they refunded my credit card the $21.99 for the missing products from my order this resolution is satisfactory to me and the matter has been resolved.

Sincerely,