Tarte Cosmetics

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. 
I have received credit back on my card for the missing item. However, I have not received any other correspondence or contact from the company.  I am satisfied with the outcome but perhaps they need to review their customer service practices, since I most certainly contacted them multiple times, multiple ways. Thank you for your help resolving this matter. 
Sincerely, 
[redacted]

Revdex.com:At this time, I have not been contacted by Tarte Cosmetics regarding complaint ID [redacted].The previous conversations with Tarte customer support is attached. I have cc-ed them on this email as well.Sincerely,
[redacted]

We do apologize for the delay in processing the refund. A refund in the amount of $29.18 was issued on 2/**/2017 to the card ending in [redacted] For the delay, we would like to offer the customer a gift card for $25 to be used on her next online order.  $25 gift card: [redacted]

Thank you for the note. Our team has tried to contact [redacted] a few times via the phone numbers she left with us, and to her email address provided on her order. Our latest correspondence with her was to her email address ([redacted]) stating:
“We have attempted to reach you by calling the following numbers:
 
###-###-####
###-###-####
 
Can you kindly confirm your telephone number or email so that our Exec Director of Ecomm can further assist you? Again, we do apologize for this inconvenience! We look forward to hearing back from you!”
 
We are certainly happy to assist [redacted], we are awaiting her response with a correct phone number, and then can follow up with a call.
 
Thank you,
tarte cosmetics

We had a high volume of orders during the holiday season, and several customer service inquiries. We did our best to get back to all customer service inquiries within a timely manner, and sincerely apologize that [redacted] was not properly addressed. We have...

reported to our warehouse that they shipped [redacted] the incorrect product. Upon receipt of this complaint, we made sure to immediately send [redacted] the correct products, along with some gratis items to try. Her order was overnighted to her via [redacted] tracking [redacted]. The order was received by [redacted] on December **, 2015.  Our team has been in correspondence with [redacted] and we are happy to provide copy of the correspondence if necessary.
Thank you!

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 reached out to the customer to refund the items not received and also offered her a coupon for a future online order.

Thank you for this message. We use [redacted] software to track each and every email / [redacted] / [redacted] message that comes in, and do not see any from a customer with this name/email address. We have gone ahead and issued a full refund for this customer (see capture attached). Please let us know...

if we can be of any more assistance. 
Best,
[redacted]

Thank you for bringing this to our attention. I have met with the Customer Service team and we are investigating correspondence from this customer (currently, we cannot find any messages from her).  We are also investigating with our warehouse since this item is marked as sent. In the...

meantime, we have gone ahead and issued the customer a full refund for the item she has claimed is missing. Please contact us with any additional questions.Thank you,
Staci K[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]
 The response from tarte is not entirely accurate.  After a month and a half of 20+ phone calls to their customer service line and and 20+ voice mail messages left with my order numbers and phone number, with their own message saying they try to return calls afte within 48 hours, and a whole lot of grief, someone named Sarah actually answered the phone last Thursday.  I was shocked.  She was very pleasant and helpful.  I told her that I would like to speak to tarte's Director over the Customer Service department, and she said they really don't have a manager over that department, but took down my member so someone could call me back.  That call still hadn't happened.  
I saw that a replacement order has been shipped, but notice some of the melted products they sent that I had mentioned didn't make it into the shipment.  While I'm relieved to have the majority of them finally replaced, I am still not satisfied because of the missing items and not receiving them yet to see if they have also melted in the box.  But I'm going to have to walk away from this unending bad experience.  Tarte needs to return voice mail messages, or abolish the Customer service number as an option.  There also needs to be a way to protect the more delicate items from melting during shipment.  When these products are ordered through Sephora, they never arrive melted.  Also, because it took so long for them to return my call, the Blushing Bride kit I ordered as a gift ran out of stock.  They said they would refund the money, but I sure would have loved to have been able to give it as a gift as originally purposed.  Tarte had wonderful products, but I won't be order through them directly anymore.  I want treated as a valued customer.  And they didn't pick up the phone until after I had contacted the Revdex.com.  It's been a deflating experience.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] placed an order on 2/* for $34.98. On 2/6 the card issuer declined the charge; therefore the order was cancelled. Since the charge was declined by the bank, tarte has not charged the customer. If there is a charge on the account, it is an authorization hold, which must be released by the...

bank. On 2/**, tarte customer service emailed the customer with screenshots showing the charge was declined. We also offered the customer a 20% off webcode that can be used on a future online order.

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] The phone numbers the business stated I gave to them are not my numbers.  I have left the correct number 40+ times, repeated twice on each message I left on their voice mail.  I am happy that they are trying to contact me, as this has been a terrible customer service experience.  I will call their Customer service number and leave them a message with my number once again.  The service representative named Sarah had said something about their caller ID giving them the [redacted] number, which I told her then was incorrect and gave her the correct number.  She also said there was no actual Customer Service Director or General Manager over the Customer Service Department and that the department was composed of just regular managers, so I'm curious to know who will actually be speaking with me.  It will be nice to finally get this over with.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have issued a full refund for the order. The credit should post to the customer's account within 3-5 business days. We do apologize for the delay. It appears the return was lost in transit and never received. We would like to offer the customer a coupon to purchase a replacement item. The coupon...

code: bob-vqt-rpq will take off $36 from the customer's next purchase.

The customer has been sent a response on 12/** with a $20 coupon to place a new order.

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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
The money was taken out of my checking account on the day the product was ordered.  
 
 
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:

[Your Answer Here] The phone numbers the business stated I gave to them are not my numbers.  I have left the correct number 40+ times, repeated twice on each message I left on their voice mail.  I am happy that they are trying to contact me, as this has been a terrible customer service experience.  I will call their Customer service number and leave them a message with my number once again.  The service representative named Sarah had said something about their caller ID giving them the [redacted] number, which I told her then was incorrect and gave her the correct number.  She also said there was no actual Customer Service Director or General Manager over the Customer Service Department and that the department was composed of just regular managers, so I'm curious to know who will actually be speaking with me.  It will be nice to finally get this over with.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi,
This complaint was filed with the Revdex.com on the same day that our customer service team wrote back to the customer letting her know that she would receive a refund on shipping. Attached is a screen cap of the refund. I also have attached a copy of the original email thread with...

August *, 2014 time stamp.
Please do not hesitate to reach out if more information is needed.
Thank you!

Thank you for this message. We received an email from [redacted] on March **, 2016 at 12:30pm. Unfortunately her email went into our spam filter and we did not see it until a thorough search of our email platform, as a result of this Revdex.com complaint.  As soon as we received this message, we...

refunded the customer AND sent her a replacement of the products. We apologize for any inconvenience this caused and we hope the customer is satisfied with our response. Please contact me if there are any additional questions.

Their customer service is extremely poor. Customer service number does not work. When emailed with all the information (order number) I could tell they don't even read the whole thing cause they asked again for the order number which was on the subject of my email. Then all they said was that my order shipped and sent me a link to ups but without the tracking number, then I asked for it and all they told me was that it was delivered. I told them it was the first and last time purchasing from their direct website, as I have purchased their brand before fromy [redacted] and [redacted] and never had a problem. They didn't even addressed my comment after they read it. All they care is sales