e.l.f. Cosmetics

Review: I placed an order with ELF on November [redacted]. They told me my order has shipped on November [redacted] and sent a tracking number. My order number is [redacted]. The order was a total (with taxes and Canadian conversion) of $171.50. As you can imagine, this was a very large and very important order. It has been weeks since my order has moved in shipping and now they inform me that it is lost in transit and my order will not be re-shipped. This is disgusting behaviour considering how they advertise and promote Christmas deals and rapid Christmas shipping. I will not be getting my items and am now at a $171.50 loss.

Many of their customers are dealing with similar issues (as you can tell by glimpsing at their [redacted] page and the incessant complaints present there). You should NOT be advertising shipping for the holiday season and NOT encouraging orders if you cannot fulfil them. This is intolerable and borders of theft, both of time, energy, and money. What you are doing is false advertising and fraud.Desired Settlement: I wish to receive my refund in full and an additional option to re-order at 50% off since my order was quite significant and I was anticipating the arrival of my items for the holiday season and did not obtain them despite waiting for them for weeks with the intent to gift them. I had purchased from this company on three separate occasions and frequently place very large orders and this is a very inconsiderate and hurtful way to treat your customers.

Consumer

Response:

I have received a response from the customer service team of Eyes Lips Face and they inform me that they have issued a full refund and provided me with a new 50% code to re-order on my shipment that has been lost in transit. Hopefully my experience the second time around will be much more satisfying and less expressly convoluted. If these issues persist, I will no longer be ordering from Eyes Lips Face.

Sincerely,

Review: made two orders with ELF online. This one was on 11/**/15 at 7:02pm in amount of $19.00 for 4 items and 2 promotional products. I received a partial package, after emailing many many times, however, a $10.00 makeup palette wasn't in the delivered box. The prism eyeshadow palette. Once I notified them via email, they sent a 'gift' that I can purchase myself for a couple dollars. I don't want the hush up gift, I want either 10.00 refunded for the palette I didn't get, or the palette itself. I paid in full and I should receive my products. They have a

So deleted my account info so it looks like I was never on there, but I saved the orders in my phone.Desired Settlement: I want a full refund ASAP. . This has gone long enough with no resolution with just us. Now I see where this company has deleted all my orders from their site as if they're trying to hide something. It looks like I don't even have an account with them. I am owed the 10.00 item and he promotional items also. This has gone long enough!

Business

Response:

We apologize for any confusion or inconvenience. A $10 refund was issued for the missing eye shadow palette. We do not understand what this customer is referring to when she is speaking about deleting records . . .

Review: I have contacted this company twice and have never received a response back. I ordered items from them that I intended to be Christmas gifts but they have never shipped. When I click the tracking number all it says is "[redacted]" and I received an automated email saying my items have shipped, but they have not. I'm very frustrated and at this point I just want my money back.Desired Settlement: I just want my money back. I don't even want my items because I'm so frustrated with this company and their lack of customer service.

Business

Response:

There is an issue with orders shipped on [redacted] with [redacted]. We have issued a full refund on your credit card. If you receive the order, please keep it as a gift, as an apology for any inconvenience.

Review: I ordered goods on 11-18 being under the impression the standard shipping delivery is 5-9 business days. Here we are on the [redacted] of December and nothing. The part that is frustrating me is being left in the dark about this. I've called 13 times throughout two weeks and their automated system doesn't allow the to accept calls. It refers you to email elf@elfcosmetics. Well I did that over three times and their reply time says within 24 business hours. So I waited and waited and a week later I got an automated email saying enjoy $5 off for your inconvience. I also got my second automated email saying my delivery is on its way with a different tracking number. That tracking number just like the first one doesn't show in the usps tracking system. Oh and guess what, I got a third email today a month later saying my shipment has been sent and you'll never believe me but this one also says no tracking found. So basically no one to speak to over the phone and no one to email about the order, oh and NO Delivery! It's a slap in the face to get their promotion emails saying "last chance order today and get your delivery before Christmas" they don't sell elf cosmetics here in Japan otherwise I'd be at target buying them but honestly ordering online is by far the worst experience I've had with this company out of all the ordering I've done this past three years.Desired Settlement: Someone needs to contact me. I've tried emailing nicely, I've tried emailing asking for a refund, and I've emailed being furious. None of them have even slightly provocted an agent to reach out to me. I have a Japanese number by the way and called the states 13 times to talk to your office so unfortunately you can't call me I'm sure, but I check my emails throughout the day.

Business

Response:

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.

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 is still not found and my address isn't an APO, it is FPO.

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

Sincerely,

Review: I submitted an order on 6/**/15. I received confirmation of my order, including a statement that I would be notified when the order was shipped. On 7/* I submitted a notice to customer service via the online form requesting that the order be cancelled, based on the policy stating that the order can be cancelled before it is shipped. Customer service replied that the order had already been shipped. I asked when the email was sent and informed them that I had not received shipping notice. The reply was that it has been sent on 6/**, and may be in my junk folder. I was not forwarded a copy/proof that the email had been sent. I have no record of shipping notice.Desired Settlement: I would like to return the items that I attempted to cancel prior to receiving notice of shipping.

Business

Response:

We apologize for any confusion. This order was shipped on 6/** via [redacted] smartpost tracking #[redacted]. Tracking information is showing that the order was delivered on 7/*. If the customer wishes to return the order, then we will accept the order back for a full refund as a one time courtesy, although we do not normally accept returns, as noted on our site in our FAQ's. Please return to the address on the package: [redacted]. When we receive the order back we will issue a full refund.

Review: I placed an order on November [redacted]. I received an email stating my order was shipped with a tracking number. When you click on the tracking number on their website it shows as page not found. I entered the tracking number through [redacted] and it shows as label created shipping out of NJ. I live in CT. I should have had this in a couple of days. It is now December [redacted] and I have not received it. I tried calling the number listed on their website and received a recording stating that customer service is not accepting calls at this time and to email them to receive faster service. It stated I would receive a response within 48 hours. It is now 5 days. I called again on 12/* and waited for recording to finish and was able to leave message which stated I would receive a response in 1 day. Still no response. I emailed them again yesterday and even [redacted] messaged them today. STILL no response. Going through [redacted] this morning I see I am not the only one having issues. The company had no problem taking the money out of my account but I do not have my order. I want my money back. I don't know what else to do but file a complaint with Revdex.com. What terrible customer service!!!Desired Settlement: I would like to receive a refund.

Consumer

Response:

I have received a refund from 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 on November [redacted] of this month and it said that it could take up to 9 days to ship. It is now November [redacted] and the order doesn't have a tracking number. It only says "New Order."

E.L.F. Cosmetics has shut off their phone line. They have also closed the chat on their website. They have posted on their social media page ([redacted]) that anyone who has questions to email them.

I have sent them an email and received a generic reply back last week. I sent one more over the weekend on Sunday and requested that I get a response from someone, not another automatic generated email. I haven't heard back from anyone since. I just want to know about my order, when will I get it? I have seen a lot of other people (and I mean A LOT of other people) state to E.L.F. on their social media page's that they too haven't heard back from E.L.F., or if they did get their package that it has the wrong things in it, or that it is missing things. I have also seen that people are double charged, things shipped to them are already used or broken. And NO ONE has said that they received any response back that wasn't an automatic generated email. I only want to know (1.) where is my package, (2.) When I finally get my package is someone going to be there to help me if something is wrong with the items I get? This is the worse customer service I have ever experienced. I am very upset. And the worse thing of all is that they continue to post new promotions on free shipping and discounted products and people make purchases since November [redacted] and they receive their orders. Anyone who purchased on November [redacted] still doesn't get their order while these people who ordered after November [redacted] still do. What is going on with that?!Desired Settlement: I would like E.L.F. to let me know a genuine time line they will have my order to me in time for the holiday's. I also want to know that when I finally do receive my order, if there is anything wrong with it will someone be there to help me?

I leave to go home from school in Maryland soon and I am worried my order will get here after I leave on December [redacted]. I want them to follow through with my order. I love their products, and I have never had a bad experience before, but this is absurd!

Business

Response:

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.

Review: I went to your ELF store in downtown Manhattan. I spent over $50 and I AM VERY DISAPPOINTED. The sales lady at the store convinced me to buy everything from Face Primer, to lipstick to coverup to eyelid primer to face cream. She kept on saying how this product is compared to Smashbox and this product is compared to MAC. I asked her about the store return policy and she said I have 14 days to return my product. When I go back to the store a few days later to return EVERYTHING they said I can not return. That is the policy. THIS IS NOT OK!Desired Settlement: I would like a full refund for my purchase and NOT in store credit.

Business

Response:

We apologize for any confusion. Our store policy, which is made very clear at the time of any purchase, and is posted next to our cash register clearly states that unopened products may be returned within seven days of purchase. Please see a copy of the policy below. According to the sales team at the store, this customer was attempting to return open products and became irate when this was attempted to be explained to her. Please feel free to contact me for further information.[redacted] RETURN POLICYWe hope you’re happy with yournew makeup. If for any reason youare unsatisfied with your purchase,we can only accept unopeneditems for returns within seven (7)days of purchase with the originalreceipt present. For the health andsafety of our customers, we c[redacted]otaccept any opened productsfor returns.

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]

Hi [redacted],First off thank you for responding. And as for the customer becoming irate, please ask your employee for defining details of this customer. I am a lot of things but I do not scream at workers in stores. I understand what it's like to be the person behind the counter and being yelled at by customers so I wouldn't do that. Elf is a busy store so I am sure more than 1 person came in that day to return stuff. As for the products being open, they were closed. My face cream was in its box as was my face primer. The lipstick holiday set I bought was still in its box as well. The only thing that was opened was the eye shadow stick. I would have happily returned everything except the eye shadow stick but I wasn't given that option. Again I ask you to find out defining details about the irate customer because I didn't scream at anyone. I hope we can resolve this issue. Thank you,[redacted]

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

Sincerely,

Business

Response:

Hi [redacted],We are very sorry for any confusion regarding this issue. We can offer you a $15 online e-gift card for use on our site at eyeslipsface.com or a store gift card as a courtesy since there is a discrepancy regarding whether the items were being returned within the time frame posted and whether they had been used. Please feel free to keep the items or donate them. Please give us your email address if you prefer the e-gift card or your mailing address if you prefer the store gift card.Sincerely, [redacted]

Consumer

Response:

I would prefer actual money back but if this is the only thing you are offering me, my address is"

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,

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.

Review: I tried to place an order and it was giving me an error message. I thought it was a glitch, so I tried again and received the same message. On the "account" tab it says the status of both orders is declined. I looked on my bank account and both orders have been debited from my account. I would like one of these orders credited back to my account. The order numbers are [redacted] and [redacted]. It also says N/A for the tracking number.Desired Settlement: I would like one of the orders credited to my account and the shipping information.

Business

Response:

We are very sorry for any confusion or inconvenience. Both of these orders were declined by the issuing bank. Neither were actually charges, they are pending authorizations which automatically drop off.

Review: I placed multiple orders with elf cosmetics. The first order I had I had no problem so I proceeded to order more. However every single order after that has had a problem. One of my orders came damaged which was fine but I expected a replacement in a timely manner. The replacement did not come until almost a month later after emailing them multiple timea. If I wouldn't of kept emailing the item would have never even gotten sent and that is no way to run a business. Another order I placed on the 50% off sale came with items missing. There was one item circled that said it was out of stock but they refunded me for it.. I checked my bank account and the item was NOT refunded and they have done this to multiple people. Not to mention there was another item that wasn't circled that was missing. They finally put a refund on my card for not even the right amount but by that time I was done arguing. Now there is another order that "shipped" on November 9 and I have never recieved it. It is now December 1st and this is ridiculous. Some legal action should be taken against this company because they have done this to multiple people. I messaged them over and over again and it apparently shipped again on the 23rd but when I go to track it nothing shows up. I want a refund at this point and when you email them they give generic responses that has nothing to do with your message. Also, while they screwed all of their customers over thousands of people were trying to contact them at once so how did they handle it? Shut down their phone lines. Lying about a product being shipped should have consequences and if this was a one time thing I would not be this upset about itDesired Settlement: I would like elf to actually respond to their customers and ship their orders on time. What they are doing to customers is not only bad business but is illegal and legal action should be taken against them. I would like my money back but even that will not make up for over a month of lost time trying to deal with them.

Business

Response:

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

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:

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,

Business

Response:

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.

Review: I attempted to purchase several products from this company's website. I could not get the website to load properly, and once I did get my order to go through, I did not receive a confirmation email. Instead I received an email suggesting that I complete my order before the items sold out. I checked my bank account, and there was a charge for the total of my order. I emailed the company with my issue, and received a response stating that I did not complete the purchase and that there was simply a hold on my account. If the purchase was not completed, there would be no hold in the amount of the purchase on my account. I have never experienced such bad customer service from any company in my over 15 years of shopping online, nor have I ever seen a hold for more than a singular $1.00. I felt that I had been wronged, and let the company know that I wanted the product that had already been paid for as my bank account states, and I have not received a satisfactory response. As a matter of fact, I have yet to hear back from them.Desired Settlement: I would like to receive both an apology and a refund credit on my account.

Business

Response:

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.

Review: I used to be a faithful Elf customer and placed many orders over the years. I placed three in 2015 alone, one of which arrived with items missing. I placed another order on Black Friday which they told me, after weeks of waiting for delivery hoping to receive it in time for Christmas, that it was "lost in transit." So, they refunded me and I re-ordered. Now, the order is explained to me as "in transit" since December [redacted], but the shipping company ([redacted]) says that the order never arrived at their warehouse in preparation for shipping. Further, the company refuses to offer me assistance over [redacted] and does not answer my e-mail complaints.

I am absolutely fed up with this company and wish to receive a full refund and will not be doing any further business with them. I do not think they deserve customer loyalty for the kind of treatment I have repeatedly received. Their deceitful marketing tactics suggest fast and assuring delivery and this standard is repeatedly not met. They have disappointed me three times consecutively and I will not be providing my business to them any longer.Desired Settlement: I want a full refund for the order that has not been sent to the shipping warehouse despite allegations from their customer service representatives that it has been sent AND that it is somewhere in Canada. [redacted] reaffirmed that this is not true and my order never reached their warehouse.

Business

Response:

We apologize for any confusion regarding your order. We see that your order was shipped on [redacted] and is currently enroute to Canada. It may take up to 2 weeks for your order to arrive in Canada and tracking may take this long to update, especially at this busy holiday time. If your package does not begin to show movement within two weeks past the ship date, we then consider it lost in transit. We are answering all emails and have our phone lines on from 9:30 to 4:30 eastern standard time, so please feel free to contact us directly.

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:

They have not responded to my e-mails directly for several days and have kept shuffling me off on [redacted]. I do not have the cellphone plan required to make international calls to the U.S in order to resolve this issue given that you do not have a toll free number. Furthermore, my package has NOT been delivered to [redacted] (which is the shipping company Elf uses) and they have informed me directly that they have not received my package at their facility for processing so informing me that the package had been shipped on the [redacted] is a lie and it is unreasonable to anticipate that I will accept the idea that it takes well over a week for a shipped parcel to reach a nearby shipping facility. Quite simply, you have not shipped my package since it has not arrived at [redacted] for processing, and I am not satisfied with this answer.

Sincerely,

Business

Response:

This was refunded in full on [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 order cosmetics and they didn't ship them all with my order or refound the money and I try to contact them I sent them an email but they don't answer all I want is my stuffDesired Settlement: Want my stuff

Business

Response:

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

Review: I've been trying to order online for over an hour and it keeps telling me the CVV code is wrong when it is not. There is no phone to call unless it's during the week and the emails take up to 3 days for them to respond. My outcome is for them to fix this problem or I won't be ordering or trying to order ever again.Desired Settlement: For this company to get better contacting and for them to fix there website so I can try to order something.

Business

Response:

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.

Review: Order a good amount of product from company. Products took 3 weeks to get me. I had 2 items in my order that were the wrong color that I did not order. I contacted customer service 3 time - through email, since that is the only way they communicate. I asked for a refund twice and I got was emails saying "[redacted]" Didnt try to resolve the problem or send me the correct itemsDesired Settlement: As a business, E.L.F should always do a refund or exchange of product when customer is not satisfied, and that is the outcome I am seeking.

Business

Response:

We are very sorry for the confusion with this order and have issued a $6 refund for the incorrect items.

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: After ordering form Elf I started receiving issues of Vogue Magazine that I did not subscribe to. Apparently I do not have a account or subscription with Vogue but I'm still receiving their magazine.Desired Settlement: I request that ELF does not share my information with any third parties, and stops my subscription to Vogue Magazine. Also ELF does not have my permission to share my information with anyone or subscribe me to any magazines, ads,promotions etc. without my written or verbal consent.

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. I contacted the business and they told me how to unsubscribe from the magazine I was receiving.

Sincerely,

I ordered product from Elf Cosmetics and they said that the product was in stock. I received my shipment and received wrong product and three items were missing from my order. They told me that they were not in stock and that I would receive a refund and I could order again. The problem is I ordered the product at a discounted rate and free shipping. They said they could not honor what I bought it at. That I would have to wait for another sale. It took 2 weeks to get the product and then it was wrong. Very disappointed with this company.

Review: I placed an order with this company on 11/**/2015 - order number [redacted] and have yet to receive it. I received and email from the company stating my order shipped on 11/**/15. They provided a tracking number of [redacted] from [redacted]. According to the site the label was generated on 11/**/15, but has not left Saddle Brook, NJ. I have tried to call the company, but they aren't taking customer service calls, I have tried to chat with a representative, they also aren't allowing that right now as well. When you call the number ###-###-####, they tell you send an email and to expect a response 2w/in 48 hours. I have sent 2 emails (12/* and 12/*) and have allotted the appropriate amount of time, and still no response, however, my credit card has been charged! Will I ever receive my order? I purchased these items fro christmas gifts, and if I'm not going to get them by then, I'd like a re refund.Desired Settlement: I'd like to receive my order and some reassurance from this company that I will. I feel it's not right to offer products, take your money and then have no wat to follow up on the order, other than filing a complaint in hopes of some kind of resolution.

Business

Response:

We apologize for this issue. There has been a problem with orders shipped on 11/** that we are working to resolve with [redacted]. We are considering these orders lost in transit at this point and have issued a refund on your credit card in full for the order. If the order arrives, please keep it as a gift. 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, [redacted]

Review: I placed an order online with ELF cosmetics on 11/**/2015 and waited the 1-3 business days their website claims it takes to ship continental US orders. When three days past and I received no emails or updates on my order I attempted to log in to their website and track it. My order number could not be found. I sent an email to their customer service and waited. Two business days pass and I have received no word on my order. I posted to their [redacted] asking what was going on and saw that hundreds of other people were wondering the same. Delays happen, I get that. I finally get an automated response via email saying orders were delayed and would ship soon. Days go by, I attempt to contact them again with no luck. Eventually I get another automated email, assuring me my order would ship by end of day 11/**/2015. This day comes and goes, nothing ships. I post to their [redacted] again, demanding someone talk to me that isn't a robot. They respond and ask me to PM my order number on [redacted]. I do. Another day passes, they reply and assure me it is shipping in 1-3 business days. Today is day number three. They have read my newest message demanding shipment or refund and declined to reply at all this time. I am one of hundreds, maybe more that are without their money or products and ELF has shut off their phones (for over a week now) and will not respond to refund demands. This company is up to no good, I expect you'll see a lot of these complaints.Desired Settlement: I want either the order or my money back.

Business

Response:

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.