LimeLight by Alcone

LimeLight apologizes for the delay in our email/phone response and is committed to increasing and training staff  in our Customer Care Department to resolve this issue.  Due to the email volume, LimeLight has been in constant communication with our Beauty Guides through Beauty Guide news...

that can be accessed via email or by logging into their account.  Backorder fulfillment status was communicated in these updates.  Although these are still in fulfillment, as a courtesy we have cancelled the existing items and created an Express replacement with these items.  An email has been sent to the Beauty Guide regarding this replacement.

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 time. As 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.

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]

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/* and delivered 4/** (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:
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]

LimeLight apologizes for the delay surrounding the backordered items.  Stephanie purchased her kit on 3/** and this was shipped out to her on 3/** 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/* 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 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]

We apologize for [redacted]'s frustrations.  When an individual enrolls as an Independent Sales Representative, they agree to Terms & Conditions at checkout which communicate that the Basic Starter Kit is not eligible for return or exchange at any point.  Her Basic Starter Kit was...

purchased on 2/** and the Kit was shipped on 2/** with an indication that some items were on backorder.  These backordered items have been shipped and delivered (Tracking: [redacted]).  The Beauty Guide contacted our Customer Care Center to inquire about the status of a return which is handled by a separate Returns & Exchange Department.  Her inquiry was expedited for further information and follow up from this Department.  All items purchased have been received by [redacted], and our Returns & Exchange Department has returned the full kit with return shipping at the company's cost and the Terms & Conditions agreed to upon enrollment were reiterated.

Revdex.com:The company sent the missing product and cancelled and refunded ny other orders. 
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 [redacted] 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 4 refunds in the amount of $52.20, $342.87, $19.26, and $28.89.  However, there were 11 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 [redacted].  On May [redacted] 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 follow-up until May [redacted] from [redacted] claiming we were not responding.  The Returns Department responded May [redacted] 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].  [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 $28.89 and $19.14.  However, we still had 10 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 exchange. On 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/*/2017 which means it was over 120 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 [redacted], and find that this resolution is satisfactory to me and the matter has been 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]

Request #[redacted] "LimeLight Return & Exchange Form" was closed and merged into this request. Last comment in request #[redacted]: Hello [redacted], I do apologize for our delay in response as we are a very small team and we are experiencing an extremely high volume of emails. Would you please let me know...

which orders you were wishing to send back and I can look into this further. Best, Jackie [redacted]

The customer reached out to us with this concern on 2/**, and was sent our Return & Exchange Form (see attached).  The section requiring credit card information pertains only to exchanges that would be of greater value than the original order, and is not a requirement for returns.  We...

were experiencing a high call volume and returns and exchanges can take 7 to 14 business days to process at this time, and we understand if the customer experienced frustration as a result of the delay. Her orders were returned to our Returns & Exchange Department, and processed on 3/** to the original form of payment (attached).

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]
I did NOT receive what I purchased when I bought the starter kit. They did NOT advise me of any replacement product PRIOR to taking my money and shipping. Their products are constantly on backorder and I NEVER received the foundation I ordered. Their items are still on back order and limited in quantity. Every day multiple emails come in regarding the items that are still on backorder. I do not think I should have to wait over a month for delivery only to find out the items are still not available. They do not have enough product to fill orders yet continue to take people's money. The company promised the free Pro Profile and I do not feel I need to go to yet another company to resolve the issue of a refund. As it is Limelight by Alcone, meaning Alcone owns Limelight, they should be able to resolve the refund for me. They promised a free account yet I was charged for it anyway. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]