Essence de Beaute USA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] "When she did call back and spoke to ***, she was NOT yelled at- and she was in fact told, if she was NOT satisfied with the reply that she could call back and speak to the [redacted] who was traveling at the time" - I consider cutting me off in the middle of my sentences and raising your voice at me "yelling"I have recorded the phone conversation to prove itAlso, I'm not satisfied with the reply because she straight up told me that no refunds are allowed in any purchaseNot "yes, you can refund, but only the [redacted] has the authorization to give you the RMA#." " [redacted] *** was asked several times if she used ANY OTHER products with the cream by ***- she initially stated to the operator she DID NOT use any other products EXCEPT the cream that nightThen when she spoke to ***, she said she used other products which were NOT of the Essence de Beaute line." - When the operator asked me this question, she did not give me a list of examples like cleanser or toner or lotion, etcShe simply asked me if I have used any other product togetherTo me, cleanser doesn't count b/c generally women who uses make- up will never use water only to wash their faceMy routine is toner, moisturizer, and then creamCleanser doesn't even count as a routine to meSo when I was asked if I have used any other product with the cream I said no, b/c I did not use my toner or my moisturizer, I had simply used their creamI was not trying to lie about thisIt was when [redacted] clarify what they mean by "other product" that I realized they count the cleanser If I wanted to lie about this, I could have simply lie about not using my cleanser as well "To say our staff has poor training since the consumer was not satisfied with the product and to file a complaint since they neglected to read the terms and conditions in order to return the product, is definitely in poor taste" - Not knowing their own return policy and keep telling me that they don't allow return or refund at all is poor trainingNot knowing what return merchandise authorization number is, which is stated so very clear in their return policy, to me, is poor trainingNeed me to tell them where to look for their return policy is, to me, is poor training "Our return policy is quite clear- [redacted] even balked at having to pay shipping charges to return the product which is also inappropriate" - Your return policy is quite clear, exactly, according to your return policy, I can return any product that I'm not satisfied with withing [redacted] days, and products are not altered, over 50% used, or damaged, etcYour return policy is very clear, but how come your employee doesn't know anything about your return policy? How come I know your return policy more than your employeeI would not have any problem paying return shipping if this was truly a "no hassle return." If you have read my complaint carefully, you would know that I was only offered 60% refund after telling your employee where to look for the return policy and going through all these hassleLet me post my complaint here=> After I told her which link to click (to look for the return policy), she put me on hold for a while then came back telling me that they will only return me 60% and I still have to pay my own shipping fee after all the troubles that I had to go through You don't honor your return policy, and lie about the "Easy Steps to NO HASSLE Returns" Why should I follow your policy and pay for return shipping then? Also, if the [redacted] is the only person that can provide a RMA #, but she is constantly traveling (according to your employee) and no body can contact her (according to your employee) and I have to call back several times to obtain the RMA#, then it is definitely not a "NO HASSLE RETURN" "She then chose to speak quite harshly and stated "she returns products ALL THE TIME to [redacted] , and other stores" and she gets all her money back- "even if the product is all used"which very well alude to [redacted] trying to take advantage of stores and their if she chooses to " - So many made up stories here [redacted] told me that they don't refund products once it has been USED and says it's the same way ANYWHERE elseNo it's not, I used a product that I purchase from Walmart ONCE and did not like it so I returned to [redacted] no problemI also used a product that I got from Ulta ONCE, and returned it b/c it didn't do what it says it will doSo I told [redacted] that I have returned products to many stores even if the product is USEDI would never used a product ALL and then demand a refundAgain, I have the conversation recorded to prove that you are making up words that I did not say "We have sold hundreds of thousands of jars of this particular item and NOT ONCE has someone filed an erroneous claim against us!" - I have bought cosmetic products from many other companies but NOT ONCE have them ignored my contact e-mails and NOT ONCE have them not knowing their own return policy and NOT ONCE have them not honoring their return policy, and NOT ONCE have them needing me to educate them on what their return policy is, and NOT ONCE, have them needing me to tell them where to look for their return policy, and certainly, NOT ONCE, have them making up words that I did not say and then use that lie to attack me!!! "If [redacted] was dissatisfied, we surely stand by behind our product and would have assisted her" - How did you assist me? Let me think back, oh, I remember, you assisted me by ignoring my contact emails, by asking me to call back several times, by not honoring your return policyThat's your way of assisting me "and please review the return procedure, directly from our terms & conditions page" - I don't know how many times I have to emphasize that I know your return policy, I did review it, and that's why I know your return policy more than your own employeesThat's why I was upset when [redacted] told me that I can't return the cream, it's b/c I know your return policy and she doesn'tAnd you operator doesn't know your return policy eitherPlease have them review your return procedure, directly from your terms & conditions page, please teach them where to look for on their websiteOh, wait, you don't have to, b/c I already taught them In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com:
At this time, I have not been contacted by Essence de Beaute USA regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 1.  "When she did call back and spoke to [redacted], she was NOT yelled at- and she was in fact told, if she was NOT
satisfied with the reply that she
could call back and speak to the [redacted] who was traveling at the time. " - I consider cutting me off in the middle of my
sentences and raising your voice at me "yelling". I have recorded the
phone conversation to prove it. Also, I'm not satisfied with the reply because
she straight up told me that no refunds are allowed in any purchase. Not
"yes, you can refund, but only the [redacted] has the authorization to give you
the RMA#." 
2. "[redacted]
[redacted] was asked several times if she used ANY OTHER products with the cream by [redacted]- she initially stated to
the operator she DID NOT use any
other products EXCEPT the cream that night. Then when she spoke to [redacted], she said she used other products which were NOT of
the Essence de Beaute line." - When the operator asked me
this question, she did not give me a list of examples like cleanser or toner or
lotion, etc. She simply asked me if I have used any other product together. To
me, cleanser doesn't count b/c generally women who uses make- up will never use
water only to wash their face. My routine is toner, moisturizer, and then cream. Cleanser doesn't even count as a
routine to me. So when I was asked if I have used any other product with the
cream I said no, b/c I did not use my toner or my moisturizer, I had simply
used their cream. I was not trying to lie about this. It was when [redacted] clarify what
they mean by "other product" that I realized they count the cleanser.
If I wanted to lie about this, I could have simply lie about not using my
cleanser as well. 
3. "To say
our staff has poor training since the consumer
was not satisfied with the product and to file a complaint since they neglected to read the terms and conditions in order to return
the product, is definitely in poor taste. " - Not knowing
their own return policy and keep telling me that they don't allow return or
refund at all is poor training. Not knowing what return merchandise
authorization number is, which is stated so very clear in their return policy,
to me, is poor training. Need me to tell them where to look for their return
policy is, to me, is poor training. 
4. "Our
return policy is quite clear- [redacted] even balked
at having to pay shipping charges to return the product which is also inappropriate. " - Your return policy is quite clear,
exactly, according to your return policy, I can return any product that I'm not
satisfied with withing ** days, and products
are not altered, over 50% used, or damaged, etc. Your return policy is very
clear, but how come your employee doesn't know anything about your return
policy? How come I know your return policy more than your employee. I would not
have any problem paying return shipping if this was truly a "no hassle
return." If you have read my complaint carefully, you would know that I
was only offered 60% refund after telling your employee where to look for the
return policy and going through all these hassle. Let me post my complaint
here=> After I told
her which link to click (to look for the return policy), she put me on hold for
a while then came back telling me that
they will only return me 60% and I still have to pay my own shipping fee after all the troubles that I had to go through.
You don't honor your return policy, and lie about the "4 Easy Steps to NO HASSLE Returns" Why should I follow
your policy and pay for return shipping then? Also, if the [redacted] is the only
person that can provide a RMA #, but she is constantly traveling (according to
your employee) and no body can contact her (according to your employee) and I
have to call back several times to obtain the RMA#, then it is definitely not a
"NO HASSLE RETURN"
5. "She
then chose to speak quite harshly and stated "she returns products ALL THE TIME to [redacted], and other
stores" and she gets all her
money back- "even if the product is all used".... which very well alude to [redacted] trying to take advantage of
stores and their if she chooses to.
" - So many made up stories here. [redacted] told me that they don't refund
products once it has been USED and says it's the same way ANYWHERE else. No
it's not, I used a product that I purchase from Walmart ONCE and did not like
it so I returned to [redacted] no problem. I also used a product that I got from
Ulta ONCE, and returned it b/c it didn't do what it says it will do. So I told
[redacted] that I have returned products to many stores even if the product is USED. I
would never used a product ALL and then demand a refund. Again, I have the
conversation recorded to prove that you are making up words that I did not say. 
6. "We
have sold hundreds of thousands of jars of this
particular item and NOT ONCE has someone filed an erroneous claim against us!" - I have bought cosmetic products from many other
companies but NOT ONCE have them ignored my contact e-mails and NOT ONCE have
them not knowing their own return policy and NOT ONCE have them not honoring
their return policy, and NOT ONCE have them needing me to educate them on what
their return policy is, and NOT ONCE, have them needing me to tell them where
to look for their return policy, and certainly, NOT ONCE, have them making up
words that I did not say and then use that lie to attack me!!!
7. "If [redacted] was dissatisfied, we surely
stand by behind our product and would
have assisted her. " - How did you assist me? Let me think back, oh, I
remember, you assisted me by ignoring my contact emails, by asking me to call
back several times, by not honoring your return policy. That's your way of
assisting me.
8. "and
please review the return procedure, directly from our terms &
conditions page" - I don't know how many times I have to emphasize that I
know your return policy, I did review it, and that's why I know your return
policy more than your own employees. That's why I was upset when [redacted] told me
that I can't return the cream, it's b/c I know your return policy and she
doesn't. And you operator doesn't know your return policy either. Please have them
review your return procedure, directly from your terms & conditions page,
please teach them where to look for on their website. Oh, wait, you don't have
to, b/c I already taught them. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I have purchased their Collagen & Vitamin E Face and Body Cream, 8oz online and received it on 9/** (Thur). I used the product by itself on my face and neck right before I went to bed. The next day, 9/** (Fri) I woke up with [redacted] of the face and neck. I immediately stopped using the product and contacted them through their online contact form. Till this day I still did not receive any reply from them. My [redacted] was so severe that I had to take work off to see a dermatologist on 9/** (Mon). I showed my doctor the cream and she identified one ingredient that she said she would never put on her face and that was the Urtica dioica (stinging nettle). She even printed me 2 articles that showed it causes itching, dermatitis and urticaria within moments of contact. By that time I also have [redacted] on my arms and legs and she told me that it's because my [redacted] was so severe that my whole body reacted to it even though I did not put any cream on my legs or arms. She prescribed me oral medicines and ointment to use. I called Essence de Beaute after I came back from the doctor's visit and the lady that picked up the phone said she will call me back the same day. I didn't hear back from them. I called them again on 9/** ( Thur) and the same lady said she got my number down wrong so she couldn't reach me. I told her I wanted to return the product and get a refund. She told me that I can simply mail the product back. When I asked for the Return Merchandise Authorization number (RMA#) she had no idea what I was talking about. According to their return policy, they will not accept any return if I do not have a RMA#. She then handed the phone to another lady named [redacted]. When asked if she was the [redacted] she would not tell me. She then told me that they do not accept return products after it has been used. When I quoted her what the return policy on their website says, she yelled back at me and said I will have to talk to the [redacted], who is traveling at the moment and won't return until 9/** (Tues). After the phone call, I e-mailed the [redacted] address to file a complaint but once again, I have not heard or even got an e-mail back from them. I called them once again on 9/** (Tues) and asked to speak with the [redacted]. The lady told me she is still not there and doesn't know when she will be back. I asked if there's a way to reach the [redacted] but she said there was none. She also emphasized again that they do not accept returns. I told her again that their policy says I can return any merchandise that I am not satisfied with. She even asked me where I saw the return policy on their website. After I told her which link to click, she put me on hold for a while then came back telling me that they will only return me 60% and I still have to pay my own shipping fee after all the troubles that I had to go through.

In summary, there are more than one primary nature of my complaint.

#1: They should not be allowed to put ingredients that known to cause dermatitis in their product without a warning message on the product page

#2: They fail to respond to written request for assistance or support. ( I tried it twice & they failed both times)

#3: The employees failed to understand their own return policy (poor training)

#4: The company failed to honor their policy regarding returns or refunds

#5: Inappropriate behavior by customer service personnelDesired Settlement: 1. I want them to put a warning massage on the product page to inform the public that the Urtica dioica in the ingredients are known to cause severe allergic response

2. I want them to actually look at their company e-mail instead of ignoring their customers once they got their money.

3. I want them to train their customer service personnel better.

4. I want them to honor their return policy or if they are going to change to no refund then change the return policy online.

5. I want the [redacted] to call me AND e-mail me to apologize for all the things they did wrong.

6. I want the regulatory body to give them a fine

Business

Response:

I would like to state that [redacted] has provided the Revdex.com with info she neglected to share with the phone operator nor [redacted] when she called. When she first called, she was in fact given the message that the [redacted] was away traveling and someone would get back to her since no one on staff at that time could give her the authorization to return the product purchased. When she did call back and spoke to [redacted], she was NOT yelled at- and she was in fact told, if she was NOT satisfied with the reply that she could call back and speak to the [redacted] who was traveling at the time.

There is a definite return policy which is outlined in the "terms and condition" page. [redacted] was asked several times if she used ANY OTHER products with the cream by [redacted]- she initially stated to the operator she DID NOT use any other products EXCEPT the cream that night. Then when she spoke to [redacted], she said she used other products which were NOT of the Essence de Beaute line. [redacted] proceeded to explain to [redacted] that we highly do not recommend using other products with our line as it may and has caused others in the past to have a skin reaction since some products do not mix or agree with the skin well. After constant series of questioning to get the "root cause" of the reaction, [redacted] THEN stated she used her regular cleanser BEFORE she applied the cream. And she was told, that cold very well be the cause of the skin break out since the cleanser and cream might not agree with her skin. She did indicate she used the cream on her face and neck and she had the rash all over body.

To say our staff has poor training since the consumer was not satisfied with the product and to file a complaint since they neglected to read the terms and conditions in order to return the product, is definitely in poor taste. Essence de Beaute has had customers in the past with similar reaction to the product and once we have established what the cause of the reaction may be/is, everyone has been pleased with the result whether they chose to use the complimenting products as a complete skin care regimen or to return the product for a refund. Our return policy is quite clear- [redacted] even balked at having to pay shipping charges to return the product which is also inappropriate. She then chose to speak quite harshly and stated "she returns products ALL THE TIME to [redacted], and other stores" and she gets all her money back- "even if the product is all used".... which very well alude to [redacted] trying to take advantage of stores and their policies if she chooses to.

It's the responsibility of all consumers when purchasing ANY beauty products designed for the skin, that they READ the ingredients as there may be components not agreeable with their skin.

We have sold hundreds of thousands of jars of this particular item and NOT ONCE has someone filed an erroneous claim against us! If [redacted] was dissatisfied, we surely stand by behind our product and would have assisted her. You can not claim Essence de Beaute for your [redacted]... and please review the return procedure, directly from our terms & conditions page:

Our Return Promise

As part of our commitment to you, all Essence de Beauté, Inc. purchases are backed by our 100% satisfaction guarantee. If you are not satisfied with any of the products you have purchased at [redacted], you may return the item in its original packaging within ** days of your shipment receipt date. Your satisfaction is our primary goal; please carefully review our return instructions and policy below.

Return Instructions – 4 Easy Steps to No Hassle Returns

Before shipping your return we recommend that you review our entire return policy below.

1. Obtain your Return Merchandise Authorization number (RMA#). You may email us at [redacted], or contact us via phone by calling us at

[redacted], Monday through Friday, 10:00 a.m. – 6:00 p.m., EST.

2. Include all parts, pieces, printed materials, and accessories, along with the product's original packaging.

3. Include a copy of your packing slip and RMA# with your return shipment.

4. Mail your return to:

Essence de Beauté

Customers pay for return shipment charges. To ensure that we receive the package we do recommend using a method of shipping with tracking and insurance.

Return Policy

Obtain an RMA Number and return your product within ** days of receipt of your order.

• Customers must obtain a RMA # and return their item(s) within ** days of receipt of their order. Return shipments received without an RMA will not qualify

for a credit.

• Returned products are subject to inspection by Essence de Beauté, Inc. staff. All parts, pieces, printed materials, promotional items, e.g. gift with

purchase and any original product packaging must be returned. Returned products may not be altered, over 50% used, or damaged. Multiple RMA requests

for the same products are subject to review by Essence de Beauté, Inc.. We reserve the right to deny multiple refunds on products purchased and

returned more than once.

• Returns that do not meet the return policy criteria will not qualify for a refund and may be returned at the customer’s expense or destroyed upon

request. Refund eligibility is determined once your return is received and inspected. We reserve the right to refuse a refund on any return shipment.

• We are not responsible for return packages that may be lost or damaged in transit. We recommend that you choose a method of shipping with tracking

and insurance.

• Please make sure that you qualify before returning your items. If you have any questions or concerns or are unclear as to whether or not you may qualify

for a refund, contact Essence de Beauté Customer Service at [redacted] or ###-###-####, Monday through Friday,

10:00 a.m. – 6:00 p.m., EST .

• Customers pay for return shipment charges.

Returns will be processed and approved credits issued within five business days of receipt.

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]

1. "When she did call back and spoke to [redacted], she was NOT yelled at- and she was in fact told, if she was NOT

satisfied with the reply that she

could call back and speak to the [redacted] who was traveling at the time. " - I consider cutting me off in the middle of my

sentences and raising your voice at me "yelling". I have recorded the

phone conversation to prove it. Also, I'm not satisfied with the reply because

she straight up told me that no refunds are allowed in any purchase. Not

"yes, you can refund, but only the [redacted] has the authorization to give you

the RMA#."

2. "[redacted]

[redacted] was asked several times if she used ANY OTHER products with the cream by [redacted]- she initially stated to

the operator she DID NOT use any

other products EXCEPT the cream that night. Then when she spoke to [redacted], she said she used other products which were NOT of

the Essence de Beaute line." - When the operator asked me

this question, she did not give me a list of examples like cleanser or toner or

lotion, etc. She simply asked me if I have used any other product together. To

me, cleanser doesn't count b/c generally women who uses make- up will never use

water only to wash their face. My routine is toner, moisturizer, and then cream. Cleanser doesn't even count as a

routine to me. So when I was asked if I have used any other product with the

cream I said no, b/c I did not use my toner or my moisturizer, I had simply

used their cream. I was not trying to lie about this. It was when [redacted] clarify what

they mean by "other product" that I realized they count the cleanser.

If I wanted to lie about this, I could have simply lie about not using my

cleanser as well.

3. "To say

our staff has poor training since the consumer

was not satisfied with the product and to file a complaint since they neglected to read the terms and conditions in order to return

the product, is definitely in poor taste. " - Not knowing

their own return policy and keep telling me that they don't allow return or

refund at all is poor training. Not knowing what return merchandise

authorization number is, which is stated so very clear in their return policy,

to me, is poor training. Need me to tell them where to look for their return

policy is, to me, is poor training.

4. "Our

return policy is quite clear- [redacted] even balked

at having to pay shipping charges to return the product which is also inappropriate. " - Your return policy is quite clear,

exactly, according to your return policy, I can return any product that I'm not

satisfied with withing ** days, and products

are not altered, over 50% used, or damaged, etc. Your return policy is very

clear, but how come your employee doesn't know anything about your return

policy? How come I know your return policy more than your employee. I would not

have any problem paying return shipping if this was truly a "no hassle

return." If you have read my complaint carefully, you would know that I

was only offered 60% refund after telling your employee where to look for the

return policy and going through all these hassle. Let me post my complaint

here=> After I told

her which link to click (to look for the return policy), she put me on hold for

a while then came back telling me that

they will only return me 60% and I still have to pay my own shipping fee after all the troubles that I had to go through.

You don't honor your return policy, and lie about the "4 Easy Steps to NO HASSLE Returns" Why should I follow

your policy and pay for return shipping then? Also, if the [redacted] is the only

person that can provide a RMA #, but she is constantly traveling (according to

your employee) and no body can contact her (according to your employee) and I

have to call back several times to obtain the RMA#, then it is definitely not a

"NO HASSLE RETURN"

5. "She

then chose to speak quite harshly and stated "she returns products ALL THE TIME to [redacted], and other

stores" and she gets all her

money back- "even if the product is all used".... which very well alude to [redacted] trying to take advantage of

stores and their if she chooses to.

" - So many made up stories here. [redacted] told me that they don't refund

products once it has been USED and says it's the same way ANYWHERE else. No

it's not, I used a product that I purchase from Walmart ONCE and did not like

it so I returned to [redacted] no problem. I also used a product that I got from

Ulta ONCE, and returned it b/c it didn't do what it says it will do. So I told

[redacted] that I have returned products to many stores even if the product is USED. I

would never used a product ALL and then demand a refund. Again, I have the

conversation recorded to prove that you are making up words that I did not say.

6. "We

have sold hundreds of thousands of jars of this

particular item and NOT ONCE has someone filed an erroneous claim against us!" - I have bought cosmetic products from many other

companies but NOT ONCE have them ignored my contact e-mails and NOT ONCE have

them not knowing their own return policy and NOT ONCE have them not honoring

their return policy, and NOT ONCE have them needing me to educate them on what

their return policy is, and NOT ONCE, have them needing me to tell them where

to look for their return policy, and certainly, NOT ONCE, have them making up

words that I did not say and then use that lie to attack me!!!

7. "If [redacted] was dissatisfied, we surely

stand by behind our product and would

have assisted her. " - How did you assist me? Let me think back, oh, I

remember, you assisted me by ignoring my contact emails, by asking me to call

back several times, by not honoring your return policy. That's your way of

assisting me.

8. "and

please review the return procedure, directly from our terms &

conditions page" - I don't know how many times I have to emphasize that I

know your return policy, I did review it, and that's why I know your return

policy more than your own employees. That's why I was upset when [redacted] told me

that I can't return the cream, it's b/c I know your return policy and she

doesn't. And you operator doesn't know your return policy either. Please have them

review your return procedure, directly from your terms & conditions page,

please teach them where to look for on their website. Oh, wait, you don't have

to, b/c I already taught them.

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

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Essence de Beaute USA regarding complaint ID [redacted].

Sincerely,