Tarte Cosmetics

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]

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]

The transaction for order #[redacted] was declined by the card issuer; therefore we cannot ship the order. We would like to offer the customer a 30% coupon to place a new order online. Audra30% - code valid for 30% off

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 sincerely apologize for any inconvenience this issue has caused. After the order was placed, the charge was declined by the card issuer. What was on the account was just an authorization hold, which was subsequently released since the order was not processed. Regarding the decline, please contact the card issuer directly as we were not given a reason as to why the charge was declined. What we would like to do for you is send you the product on us as an apology for your experience shopping online. Please allow up to 10 business days for the palette to be received.

For the delay in receiving the order, we have refunded the shipping charge for the order along with issuing a 50% off discount. The customer will receive a credit on their account in the amount of $48.40.

I am so upset with this company! The way they did their birthday beauty deals was absolute bait-and-switch. My item (clay play sculpting palette) went oos as I tried to order...hours later it's back in stock, but now at the full price of $46,instead of $18. They should have disclosed that they were only willing to sell a certain number at that price. It worked on me initially as I did place an order anyway. When I saw the price change back to $46 and immediately was back in stock I knew what they did, so I called this morning. I wanted to see if it could be added to my order at the discount price (that I should have been able to order in the first place) ...was told sorry, no. Really? Why? I called back right away and said, "you know what, just cancel the order", which they were totally cool with, like yeah, whatever, don't care is the tone. They would rather lose my order and all future business over a discount palette that I should have been able to purchase? Stories like mine are all over social media. This was my very first and last order with tarte. I really did want to get the other items I ordered, but if that's how they treat people, heck no! There are too many alternatives that will go out of their way to make customers happy- folks, this is not one of them I promise you! Bye tarte, our affair was short and not so sweet ???? Oh and I dare tarte to say I didnt contact them- I noticed this tactic used on other reviews to put doubts about the complaint poster. I can provide the email I sent, screenshots of my phone log, and screenshots of my posts to them on fb...um yes, it went down exactly as I wrote. I can't recommend them to anyone. It really sucks, because I was just starting to use their products and loved them, until I made the mistake of ordering through tartecosmetics.com...if you already love them and want to continue doing so, I highly recommend ulta or sephora- they are the best in customer service and tarte should model them.

Review: When I received my order on 12/** it only contained one of the two items I ordered. I immediately went online and sent them a message via their online contact form. On 12/** I called their customer service number listed on their website , which just rang 4 times and then went to a busy signal. I called again on 12/** and got an automated message which assured me I would be contacted within 24 hours. I called again on 12/** and their voicemail box was full. 12/** I tried again and I got the same message as before stating I would be contacted within 24 hours. I realize it's the holiday season and they are likely busy but I have been charged for an item that I didn't recieve that was to be a gift. I have yet to hear back from Tarte even once. At this point I just want my money back.Desired Settlement: I would just like my money back for the missing item.

Business

Response:

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]

Consumer

Response:

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,

Their promotions are deceiving at best. They say 20% off $40 plus free shipping. I put an order in for $45. Suddenly, I was charged for shipping because my order went below $40. When I called to question it, I got no where. I tried for 2 days to contact them and I got nothing but an unprofessional answering machine. Their customer service is horrible. No one answers the phone. They tell you to keep trying back or email them and they will get back to you in 2 business days. Sounds like a rinky dink business run out of someone's garage. They have a blatant disregard for customer convenience.

Review: I have tried to contact this company multiple times via their contact us form regarding an order I placed, but have never received any type of reply.Desired Settlement: I would just like to be acknowledged and have my questions answered.

Review: I placed my order with 2 sets of eyeliners and 1 eye shadow and 1 sharpener on their website. All the items were in the shopping bag till "placed" the order. I double checked my order and there was no problem (either with the total cost nor the item quantities). There was NO SHIPPING FEE since the total costs qualified for a complimentary shipping. But AFTER I hit "Place my order", I figured out there were only two items in the final email confirmation. The other two were missing. I could have free shipping with my original purchase, however, TARTE charged me $5 for the shipping without noticing me. That said, there was a huge discrepancy between the order I placed and the order they confirmed.

I called them immediately but there was no service. Hence I sent an email to them, asking them to cancel this order. But they refused to do so.Desired Settlement: Include those 2 sets of eyeliners if you have them OR cancel my order and refund (including the shipping fee).

Business

Response:

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!

Review: I placed an online order nearly three weeks ago for the tarte [redacted] clay matte eyeshadow palette. When I received my "order" I had a foundation instead of the actual product that my invoice stated. I paid for a palette and got a foundation. I emailed tarte and got no reply. I called their customer service number and was sent to voicemail even though it was within their business hours. Their voice message promised a call back within 24 hours, so I left my information. They didn't call back. Two days afterward, I posted on their FB page with my issue and a representative asked me to email customer service AGAIN. I did so immediately. Two days went by, no response. I called again, no answer. I went on the Tarte FB page to comment on my post and inform the rep that no one has answered me yet, but my post had been deleted! So, I posted again with my issue. I also added my frustration with the evident lack of customer service this "business" has. I still have yet to receive the product I paid for. This has been an incredible annoyance and inconvenience. On top of that, it's just rude for a company of this size to send me the wrong product and then refuse to reply, acknowledge or attempt to fix the situation. I'm not sure what else I can do. Hopefully they will see this and be able to help me.Desired Settlement: I want the product I paid for so that I can be done with this company! This was a Christmas gift promised to someone else. If it were for me, I'd just ask for a refund. However, someone is expecting this palette so I would like to receive it.

Business

Response:

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!

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.

Sincerely,