Laura Geller Beauty

At this time, I have been
contacted directly by Laura Geller Beauty LLC regarding complaint ID ***, however my complaint has NOT been resolved because: I had to call Laura Geller Beauty LLC again and demanded to speak to a manager since I never received a phone call. I finally spoke to a manager in the corporate office. She said that she was going to refund me for the purchase price of the makeup and have the foreign object tested once they got the product back and contact me. They sent me a return label to send the defective product back. I've yet to receive a follow up call in regards to what the foreign object was in the makeup. Their products should be recalled, and the business should be shut down. The lack of customer service and safety shows
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Stephanie K***

We have resolved the customer's complaint issue with a desired settlement consisting of a full order refund. The original delivery order issue was a result of a mixup at a...

warehouse and we apologize for any inconvenience it may have caused. Sincerely, Laura G[redacted] Beauty LLC

I ordered (ord#100129463) on Dec 10th:

1. THE DELECTABLES EYE SHADOW PALETTE - DELICIOUS SHADES OF COOL
2. THE DELECTABLES EYE SHADOW PALETTE - DELICIOUS SHADES OF NUDE
3. BAKED HIGHLIGHTER BRUSH

Received my package yesterday but it contained 2 brown eyeliner s and NONE of what I ordered. Tried to call customer service but they have a voicemail.. no person. The voicemail said to email customer service. This is a gift for Christmas... Someone needs to take quick action.

How does LG Website remain in business? It never works!---Orders can never be placed 9-10x. Always get error msgs---To make matters worse, they take your credit card info...but then no final page w/cnf!----Trying this time for 5 days straight, in different computers, different browsers---log in is impossible.---Customer Svc doesn't even bother to reply. smh

I ordered on 10/20/2017 the Hollywood beauty stars 5 piece set. which contained blush, highlight , primer ,and lip gloss a makeup bag and one free sample of primer. when I opened the box all that was in there was a makeup bag and the sample. ABSOLUTELY NO MAKEUP! I AM HIGHLY UPSET! as a first time buyer this was extremely disappointing! I want a full refund or my products sent out immediately! this was so unfortunate and on top of that I can not get in contact with anyone! IVE LEFT SEVERAL MESSAGES! and emailed with my contact info... this was very very disappointing! never again will I order from this website this was such a mistake!

I purchased a Baked Beauty 101 kit from Laura Geller and was shorted one shadow. I sent several messages to customer service via the website to no reply. I then commented on their instagram page and someone messages me via instagram ( two days later). They asked that I contact customer service to which I explained I already had. I tried again and 48 hours later they did reply. They were very rude and demanded an invoice, store of purchase, pictures, addresses, etc. After 4 emails and them BOLDING rude/passive comments they relented and said they would be sending a shadow to me. They made me feel like I had done something wrong. I love the products but their customer service is awful and belittling.

Review: In early May 2013, I bought some items online from Laura Geller Beauty Company. They charged my American Express Card on 5/*/13. However, I never received the items, so I emailed them. Customer Service Manager [redacted] emailed a response that they would start a claim with UPS, because UPS reported they delivered the package on the morning of 5/**/13. I reported that I was home all day and UPS did not come to my home and did not deliver anything. On 5/**/13, I spoke to [redacted] at UPS, ###-###-####, she stated that UPS is very sorry, but she checked the driver's GPS and saw that he never went to my home and he delivered my package to the wrong home. [redacted] stated that she would let the shipper know that it was a UPS mistake, so that they could send out my replacement items. On 6/*/13, I emailed [redacted] of the UPS mistake and she stated that once she got the information from UPS, she would send out my replacement items. On 6/**/13, American Express sent me a letter that Laura Geller company never responded to their requests for information, so they would refund my money. However, the issue is not the money. I paid for items that I wanted, I never got the items, and [redacted] and Laura Geller Company have not apologized to me and they did not send my replacement items. I think this is horrible customer service from a customer service manager.Desired Settlement: I want the items that I paid for.....I want a sincere apology from the customer service manager for making me feel like I was committing fraud.

Business

Response:

Dear Sir/Madam:

We are in receipt of your letter dated June **, 2013 with regards to a complaint received from the above referenced individual. Thank you for this opportunity to respond.

We received an initial inquiry via email from [redacted] on May **, 2013 advising that she did not receive her order placed on LauraGeller.com on May *, 2013. As per our standard policy, in the event a customer advises that they did not receive their order we immediately submit a claim with UPS (the parcel service used to fulfill online orders). As per UPS, a tracer can take up to 7 to 10 business days to investigate. On May **, 2013 we sent a response to [redacted] advising that our records indicated that her order shipped and was delivered May **, 2013 and explained the above mentioned standard policy. [redacted] advised that she would dispute the matter with her credit card company to which she was advised that if she disputes the claim with her credit card company we will be unable to submit the claim. [redacted] advised to submit the claim to which we did.

On May **, 2013 UPS submitted an electronic response (copy attached) advising that the customer acknowledged receipt of the parcel to which we sent to [redacted] to verify. [redacted] advised that the information was incorrect. We once again followed up with UPS advising that the customer did not agree with their findings. On May **, 2013 we received another electronic response (copy attached) from UPS advising that the order was lost or damaged in shipping and would honor the claim. A replacement order was initiated, however, in light of this complaint which prompted us to back track through correspondence and pull up customer records, we identified a technical error had occurred that did not transfer order data to our warehouse and unfortunately indicated that the order did not ship. We have shipped a replacement order to [redacted] (UPS Tracking info: [redacted]).

The entire Laura Geller Beauty staff prides ourselves on delivering exceptional service to all of our valued customers. We always exhaust all possible options to best assist our customers in immediately resolving any issues upon receipt of a complaint. All of our efforts comply with our guidelines and policies to maintain fairness and consistency. Please know that the entire Laura Geller Beauty customer service team strives to ensure all of our customers are totally satisfied with their experience with our brand, and we would like to extend our sincerest apologies to [redacted] as she was not 100% satisfied with her LauraGeller.com shopping experience.

If I can be of any further assistance please feel free to contact me at [redacted]. Thanks you in advance for your attention to this matter.

Sincerely,

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 finally received the items yesterday, on 6/**/13. These are the items that I paid for on 5/*/13. I suppose I should be happy with waiting only 6 weeks for delivery.

Thank you Revdex.com for your help in the matter. I know that the Laura Geller Beauty Company would not have provided the items that I paid for, an explanation or apology without your intervention.

Sincerely,

Review: I bought the Balance-n-Brighten Baked Color Correcting Foundation by Laura Geller color fair [redacted] from [redacted]. The product is defective, and it has a foreign object in the middle of the makeup. I contacted [redacted] on 10/*/15. They advised me to contact Laura Geller Cosmetics. I contacted Laura Geller. I explained the situation to their representative. I advised them that the best way to describe the foreign object in the middle of the makeup was a string like substance. They requested that I send them photos. At 11:35 am on 10/*/15, I sent the 2 photos of the product to [redacted]. A rep contacted me back saying to return the product to Ulta. I contacted them back letting them know that I want to know what the foreign object in the makeup was because I had already used the product. I've also has redness, dry skin, and clear blisters on my face since using this product. Every rep I spoke to at Laura Geller refused to resolve this situation. I spoke to a manager by the name of Jay that has been extremely rude and talks down to me on several occasions. Jay advised me at my expense to send the defective product to them for testing. I'm not going to pay another dime to send them a product they refuse to test and refund my money. This is their error, and I refuse to pay to ship this product to them at my expense. I contacted legal council about this matter. Jay thinks it's funny that I got legal advice for this matter. She told me to go ahead and sue them, and nobody in the corporate office would be contacting me back. Jay also advised me that they don't stand behind their products when companies such as Amazon and Ulta sell their product since they sometimes sell counterfeit items. Jay also advised me that this makeup is hand made. Jay also said that the foreign object was probably material from the gloves used while making the makeup. I also put my complaint on the Laura Geller [redacted] Page 5 times. Magically all of my complaints were deleted. I asked Jay about why my complaints and pictures of the defective makeup were deleted. She said that their company pics what they want on their [redacted] Page. Laura Geller Cosmetics is putting lives at danger and trying to sweep this issue under the rug. My last phone call to Laura Geller was 11/**/15. Jay and other employees were in the background laughing at this situation. They definitely wouldn't be laughing if the shoe was on the other foot. Since Jay has been acting juvenile and not handling this matter, I requested to speak to the CEO Elana. All Jay could say is that someone will call you. I asked a time frame since this has been ongoing for many months now. Jay refused to give me a time frame. I finally hung up on Jay since once again she was snotty about the situation and refused to get the answers for me.Desired Settlement: I spoke to Laura Geller Cosmetics on 10/*/15 at 12:16 pm, 10/*/15 at 1:10 pm and 1:16 pm, 10/** at 11:29 am, and 11/** at 10:36 am, 12:24 pm, and 12:41 pm. Most important to me: I want to know what the foreign object is in this makeup. I used this on my face, and it's caused great concern and anxiety about what the object is. I want an investigation done as to what this object is. I want a full refund of my money. I will NEVER buy from Laura Geller Cosmetics ever again. Jay needs to be terminated for her lack of resolving this matter and thinking the situation is funny. A customer shouldn't be treated this way by any company. It's really GROSS the way I was treated and still no resolution in sight. Jay acts like a juvenile!! The public should be made aware of this situation, and all of this product should be recalled.

Consumer

Response:

At this time, I have been contacted directly by Laura Geller Beauty LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because: I had to call Laura Geller Beauty LLC again and demanded to speak to a manager since I never received a phone call. I finally spoke to a manager in the corporate office. She said that she was going to refund me for the purchase price of the makeup and have the foreign object tested once they got the product back and contact me. They sent me a return label to send the defective product back. I've yet to receive a follow up call in regards to what the foreign object was in the makeup. Their products should be recalled, and the business should be shut down. The lack of customer service and safety shows.

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

Sincerely,

Stephanie K[redacted]

Business

Response:

We sincerely apologize for [redacted] experience with our customer service representative and for the issue encountered after purchasing the product at a retail store. We have contacted [redacted] directly and amicably resolved the matter. We have addressed internally our customer service policies and actioned a quality assurance inquiry for the returned product. Sincerely, Laura Geller Beauty, LLC

Consumer

Response:

Laura Geller refunded me for the product, and they called me yesterday. They finally tested the foreign object. It was a piece of gauge that shouldn't have been in their product. I explained to the two women that called me yesterday that this situation has been on going since September 2015. The entire process of how I was treated by Laura Geller is unethical and uncalled for. I was given the run around and not getting a response from this company to handle their own mistake. My face broke out since I used this makeup, and I'm still seeing a dermatologist to treat my skin. Laura Geller needs to recall this product due to the health hazard. I told the two women that called me yesterday that I would NEVER buy any of their products again, and the way I was treated was DISGUSTING!!! After that, I hung up. This company is a JOKE!!! I want compensated for all of my time lost while their employees acted like juveniles not handling this matter when it was first brought to their attention and dermatologist bills paid.