LimeLight by Alcone

LimeLight apologize for the delay in our response time (phone & emails) and is dedicated to training and increases staff to resolve this issue The customer was assisted via phone with her missing eye shadow and an express replacement was created and shipped(Tracking: [redacted] Additionally, the backordered item has been shipped and delivered.(Tracking: [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:The eye shadow was a complaint from the rep for another party guest not mine! I was never able to reach anyone on the phone I received my items after months of no communicationThs company continued to sell out of stick item knowing people had been waiting months to get themIf I hadn't filed this complaint I'd still be waiting In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

LimeLight apologizes for the delay surrounding the backordered items Stephanie purchased her kit on 3/ [redacted] and this was shipped out to her on 3/ [redacted] with an indication that her Kit was backordered on Must Dew and Dream Clean Attached is a screenshot of our shipping system that shows the first shipment and tracking information via [redacted] on 3/** In the "Notes To Buyer" Section which is included on the Shipping Confirmation email you will see these items indicated as backordered You will then see the 2nd shipment of the remaining items on 4/ [redacted] and the [redacted] Tracking number associated with this If any of these items were not received LimeLight can proceed with a Lost Parcel protocol with the carriers and issue replacements.Although Alcone is the parent company of LimeLight, they operate out of a separate facility and use a system dedicated to Alcone Company products LimeLight uses a Direct Sales Software so we are not able to issue a refund for an Alcone Pro Account through our system.An email has been sent to the customer requesting clarification on the delivery of both shipments above, and a separate email correspondence has been initiated including Alcone Company to proceed with a refund and status change on her Pro Account to waive the fee

LimeLight by Alcone apologizes for the customer's frustration in regards to her return We have reached out to Kimberly letting her know that we received her urgent request to check on the status of her return The delay in this return was due to the fact that our Returns & Exchange Department did not receive this return In these cases we ask the customer to provide us with the return tracking information, order number, and items that were included We have confirmed this information with Kimberly directly, and we are now able to proceed with our protocol for undelivered returns or exchanges A refund has been issued to the original form of payment (see attached confirmation) We are sorry that the customer was not able to get more information regarding the return over the phone, as this Department is currently located outside of our Customer Care Facility and is only available via email communication at this timeAs we continue to increase and train new staff following a significant company growth, we will also be implementing new software that will allow our agents to be able to provide customers with more immediate information pertaining to returns/exchanges, and more

LimeLight acknowledges and sympathizes with the delays that the customer encountered as a result of our hyper-growth (email & phone delays) and is fully committed to improving our turn around and increasing Customer Care Staff Our Tech Team is currently working to implement our new system that will better communicate items included within a particular shipment, and I do see in our system that there was an indication of a backorder on the Perfect Mascara, and Sotoks The backordered items were shipped 4/ [redacted] and delivered 4/ [redacted] (Tracking on 2nd shipment: [redacted] ) We have reached out to the customer with a pre-paid shipping label so that they are not responsible for return shipping costs if they no longer wish to keep the items

RevDex.com:At this time, my complaint, ID [redacted] regarding LimeLight by Alcone has been resolved. (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]

Revdex.com: 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] ***

We have further investigated this matter with [redacted] and we see that she was a Beauty Guide with our company Our Returns and Exchange Department has been in contact with [redacted] since March regarding this return The items sent back to us did not include a return or exchange form or any order numbers so we needed more information on items we could not associate with an invoice on her account Our Returns and Exchange Department made several attempts to contact [redacted] in April and May They were alerted by Customer Care on May *** that she had contacted them directly and this department followed up May *** [redacted] responded asking about her return The Returns Department has informed her that we had issued refunds in the amount of $52.20, $342.87, $19.26, and $ However, there were items they could not associate with an invoice and we requested to be provided an order number so we can refund [redacted] for these items [redacted] had then responded asking for where refunds were for certain orders on May *** On May *** the Returns Department followed up with a breakdown of every return issued as well as a PDF of each refund confirmation The Returns Department then provided [redacted] with a PDF of every order in her Beauty Guide account so we can determine where these remaining items were from The Returns Department was providing her with all this information because [redacted] was marked at the "Resigned" status with our company The Returns Department did not receive any folluntil May *** from [redacted] claiming we were not responding The Returns Department responded May *** with the previous response and a screenshot of the emails since they were concerned [redacted] was not receiving certain emails and wanting to assure her we were following up to get this matter resolved The Returns Department did not receive a response to this email and followed up again on June *** [redacted] responded stating she had already sent us a breakdown however, we had not received that information The Returns Department followed up on June [redacted] letting [redacted] know that they had not received a list and requested another breakdown On June [redacted] we received an email from [redacted] with more information on her Returns as well as backorder cancellation On June [redacted] two additional refunds were issued for $and $ However, we still had items that were returned that were not associated with any invoice Our Returns Department inquired if this could be part of her Basic Starter Kit The Basic Starter Kit is what Beauty Guides purchase with our company when they become a Beauty Guide and it is stated in the Terms and Conditions upon enrollment that this item and its contents are not eligible for return or exchangeOn June [redacted] confirmed these items were from her Basic Starter Kit The Returns Department informed [redacted] of the policy that these items are not eligible for return at any point but would honor a full refund as a courtesy, however, that would put her account to the "terminated" status since this was breaking a policy [redacted] wished to proceed and she was sent a Credit Card Form so we could manually issue the refund The Basic Starter Kit was from 2/*/which means it was over days for us to automatically issue a refund in our system On June [redacted] provided us with this information and a refund was processed and her account was moved to "terminated" We have attached each refund confirmation and the emails for your convenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

LimeLight has been in direct contact with this customer's Beauty Guide regarding this matter The backordered items were shipped and delivered (Tracking: ***) Shipping charges have been refunded to the
original form of payment for the inconvenience, and $in points was issued to the Beauty Guide to offer to the customer for us on a future purchase Additionally, we have reached out to the customer with a pre-paid label so she will not have to be responsible for return shipping, if she would like to proceed with a refund

LimeLight by Alcone acknowledges and apologizes for the delays in email response and high call volume and is committed to increasing and training staff to eliminate this issue When someone signs up to be a Beauty Guide with LimeLight by Alcone they are able to set up a Pro Account with our
Parent Company Alcone In order to do so they would need to contact Alcone Company directly to have this pro account set up for free, as their system operates on an entirely different platform Any charges incurred on the Alcone Pro Account can be reversed if the Beauty Guide did not set this account up directly with Alcone Company to set the account to a free Beauty Guide status LimeLight has reached out to Alcone Company in regards to this account so their Customer Care Team can further assist her LimeLight by Alcone charges a monthly fee of $for the use of the Beauty Guide's replicated website, and Green Room to manage orders, commissions, teams, rank advancement status, and news Each Beauty Guide must agree to the Terms & Conditions when enrolling as a Beauty Guide in which they agree to and acknowledge these fees A Beauty Guide may resign at any time if they do not wish to continue paying these dues. Additionally, we have been in constant internal communications via Company News regarding backorder fulfillment status with our Beauty Guides The backorders on this starter kit were shipped 4/* and delivered 4/** (Tracking: ***)

LimeLight by Alcone offers the option to place an order on recurring so that cutomers who would like their product(s) monthly can receieve free shippingThe customer can select this option on their initial order, and it will apply free shipping to the current order, and future reucrring orders
associated with it, We fully acknowledge and understand our Customer's concern regarding her recurring order if this was placed in error, The delay in this order was a result a backorder on the item and on 3/** a Customer Care Agent cancelled this recurring order so that it will no longer renew, removed the credit card information from the file, as well processed a full refund for both the initial, and recurring order to the original form of payment

LimeLight apologizes for the delay in our response due to high volumes of calls/emails and is committed to hiring and training a larger Customer Care Staff at this time to resolve the issue The address on this order was auto-corrected in our Shipping System and was shipped and successfully
delivered.(Tracking: ***)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:At this time, my complaint, ID *** regarding LimeLight by Alcone has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*** ***

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]
 
 They never sent my foundation which was supposed to be in the starter kit. Therefore, I did not receive what I ordered. The foundation has been on back order over a month. Most of the products sell out in seconds and it makes it impossible to purchase any items for personal or customers. I do not feel that Limelight upheld their end of the agreement as I did not get what I ordered (foundation) AND it was impossible to complete the 45 day time limit to meet the minimum order as there were no products to purchase. I do not feel the company was honest and I feel they took the payments for the starter kits and failed to advise the beauty guides that there were back order issues. This should have been relayed prior to taking payment. The company does not care about the individuals but instead only about the money. The customer service is deplorable, the entire process has been frustrating and disappointing.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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:

1. I was never made aware that I would not receive all items in the starterkit upon purchase. 2. I have yet to receive all of my items (which I do not want) b including mascara 3. I want my refund and for your company to stop cheating and lying!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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:The eye shadow was a complaint from the rep for another party guest not mine! I was never able to reach anyone on the phone.  I received my items after 2 months of no communication. Ths company continued to sell out of stick item knowing people had been waiting months to get them. If I hadn't filed this complaint I'd still be waiting. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] enrolled under the same Terms and Conditions that all of our Independent Sales Representatives must agree to.  In these Terms and Conditions it states (see attached screenshot of what appears on our website at enrollment) "[redacted]." As for her backordered items she was notified of the backordered items in her Shipping Confirmation email (See attached document called Notes To Buyer) and a notification was also included in her shipment. All backordered items have been shipped.  Please see links to tracking information below.  Her mascara was sent out in the 3rd and final shipment (see attached document called Mascara Shipment). As per our policy that applies equally to all of our Independent Sales Representatives she cannot be refunded for these items. [redacted]

Revdex.com:
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]