Too Faced

Hello,I am so sorry this happened to you. I researched your account and it shows you have been refunded for the full amount of this purchase. We apologize for the inconvenience.Thank you so much.

Hello,I am so sorry you had this experience. As stated on our website and at the top of your confirmation email, all orders placed from 12/27-1/6 needed a minimum of 7-10 business days to process due to our warehouse being closed for inventory. If you wish to return these items, please follow our...

return procedures online at toofaced.com.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  My issue is mainly that both businesses had access to my bank account. Why did I authorize Borderfree if toofaced was the company making the withdrawal? Even when I spoke with the customer service rep she asked aloud "why were they able to access your account?" II'm not happy with the runaround. I'm not happy that the supervisor Regina told me she could not do a refund or cancellation and then I had to go through the hassle of calling Borderfree. Attached is the email that Borderfree sent me, stating that YOUR company was the only company able to make a refund. I was also told if I wanted to send it back I would have to pay customs and shipping back to the United states. This is poor customer service and I still do not have an answer. I spent an entire evening getting told I needed to call the other company. You gave me the runaround and are still keeping my money. This is not right. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello,I am so sorry you experienced this. I researched your order and it shows your package was delivered to you on 12/29. As a company we strive to provide transparency in the ordering process, however, as expressed on our website due to circumstances out of our control some orders are delayed...

during times of high traffic. We apologize for the inconvenience this has caused you.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me, even though I think it's unfair that I would be required to pay for the shipping to send the item back, when I received no response back from them during the order process. Regards,
[redacted]

Hello,I am so sorry this happened to you. I researched your order and it shows your package was delivered on 12/27. Additionally, as a company we  strive to provide transparency in the ordering process, however, as expressed on our website due to circumstances out of our control some orders are...

delayed during times of high traffic. We apologize for the inconvenience.Thank you so much.

I placed an order from Too Faced cosmetics on March 10. 2018 and I have yet, today March 26, 2018, to receive a shipping confirmation. I emailed them several times and they have responded using repeat messages about delay in processing. I have asked that my order be cancelled and was told that I could not use that option. My order today just says order processing. I have had problems with shipping from Too Faced cosmetics in the past, and that is why I have not ordered in a very long time, but I was hoping things would be different. I don't know what has happened to Too Faced. I am about to email my credit card company to block this sale for the reasons that I have explained. No one should be treated this way by a company. Lisa

Hello,I am so sorry you did not receive your refund in the 2-3 week timeframe listed on our website. I have refunded you for returned package today, and sent a confirmation email to the email on file. We apologize for the inconvenience this has caused.Thank you so much.

I placed an order a week ago and have received 0 emails on the status of my order. When I check the website it says my order is processing. Their shipping policy states that orders take 3-5 days to process and mine has been processing for 7 days. I have emailed them 8 times over a 3 day period and have received no response. When I try to call their customer service line, nobody answers. I am EXTREMELY upset and I want to cancel my order but their website offers no such option and they don't answer their phones.
I JUST WANT TO CANCEL MY ORDER!!!

I bought $500 worth of products during the Labor Day sale with the intention of reselling it. I wasn't aware that was against their terms of use. It says they can cancel sales if they suspect it's going to be resold. I order three of every shade of one type of lipstick. Why didn't they cancel mine?

Anyway, my issue is I thought I could return it since I misread the return policy. That's my own fault, yeah. Items /can/ be returned within 30 days -- just not sale items. Seeing as I spent a lot on it, I didn't know what to do. On the confirmation email, it said normal orders take 3-5 days to process but it will take longer because of the holiday.

I thought I had a chance of cancelling it before it shipped. I waited a few days to call, thinking there was no chance until I realized I never received a shipping confirmation. I called in the morning and asked if I could cancel my order. The customer service representative was polite and helpful. She said it wasn't possible. I don't remember why.

I sent an email on 9/9. Three (basically two and a half) days isn't long to respond to an email, but unfortunately, it was time-sensitive.
"We are sorry to hear that you are wanting to cancel your order. Unfortunately though, your order is in our shipping department already and we are unable to cancel once it reaches this stage."
Fair enough, but if they really wanted to, I'm sure they could've stopped it since it they emailed me on 9/12 at 9 am and it didn't ship until 9/13 at 10 pm. I feel like they (not the rep that responded, Too Faced in general) could've called the shipping department to stop it from being sent out.

It took ten days for it to ship, so why was it so impossible to cancel it? Everyone I dealt with was courteous and tried to help. That's not my issue. My issue is the policy. Why aren't cancellations allowed? What would've happened if the order was placed by someone who had stolen my credit card/information? This was my first and last experience with Too Faced. It's a shame since everyone raves about their products. I guess I'll deal with Ulta or Sephora if I really want their products. This whole transaction is frustrating.

I was going to transfer my funds to a prepaid credit card so they wouldn't be able to charge me and they'd have no choice but to cancel it. Sadly, they /finally/ shipped it an hour before I did so. Technically, it's not out of my bank account yet though it's authorized on PayPal so I wonder if I still can. Maybe they'll collect it at the next stop or hound me to return it. Then again, I don't know if it can show up as money owed on my bank account.
-end of longest rant ever-

They cancel my order without any email notice.
And after I called they, somehow they think my apartment is a forwarder shiping company...It;s my apartment..did you see the apartment number?
They send me a email after 3 day cancel my order, told me they think there are some fraud issue with my debite card. Hey...the billing address is same as the deliver address. I am order from home..
a very user unfriendly website.
After I call them, they told me need up to 72 hour to give me a anwser..

Review: ORDER HAS NOT SHIPPED. THEY REFUSE TO CANCEL MY ORDER!

PLACED MY ORDER ON 1/2/14 AND TO THIS DAY THEY STILL HAVE NOT SHIPPED MY ORDER. THEY ARE SUPPOSE TO SHIP THREE DAYS AFTER YOUR ORDER. CUSTOMER SERVICE TOLD ME THEY HAVE NO IDEA WHEN IT WILL SHIP. ON 1/9/14 I TOLD THEM TO CANCEL MY ORDER. THEY TOLD ME THEY CAN NOT CANCEL IT. THAT IS NOT VERY GOOD CUSTOMER SERVICE . I AM VERY UPSET WITH THIS COMPANY AND THE WAY THEY ARE TOWARDS THEIR CUSTOMERS. NEVER DO BUSINESS WITH THEM AGAIN.Desired Settlement: I WANT ORDER CANCELLED AND MY MONEY REFUNDED. AND TO HAVE BETTER CUSTOMER SERVICE. IF YOU ORDER SOMETHING YOU SHOULD BE ABLE TO CANCEL ORDERS IF THEY HAVE NOT SHIPPED YET.

CUSTOMER SERVICE VALUES ARE HORRIBLE.

Business

Response:

Due to the holidays, there was a delay in shipping. Unfortunately the order was already shipped when the customer asked to cancel. We refunded the shipping amount. Also, left a message on 1/20/14 asking the customer to call us back to arrange a call tag to return the order. We have not heard back but will still send a call tag to pick up the order if she wants to give us a call.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I very dissatisfied with company. They are simply flat out lying. I had placed the order on Jan 2, 2014. On January 9th I had asked the company to cancel my order because according to their response on Jan 8th "Your order has been picked for packaging, so it should be shipping soon. Unfortunately I don’t know exactly when it will ship." I received a response on Jan 9th they could not cancel my order. My order was finally shipped on January 13th. They are lying when they said I wanted to cancel the order after it had shipped. I have all the emails to prove it. On their website it not state you can not cancel an order. In fact it says you cancellations can be made my customer. I asked several times before the order was shipped and yet they flat out refused. I never received a voicemail from the company either, yet another lie. I want nothing to do with this company again and I will never do business with this company ever again. ]

Regards,

Review: I placed an online order with this company over a week ago and it still has not shipped. After several attempts to contact the company to find out when my order is going to ship no one from the company returns my emails or phone message. I have sent 3 emails and left one phone message with no response from the company.Desired Settlement: My desired outcome would be that my order ships out, for the delay they should expedite the shipping at no charge to me.

Review: I placed order with TOO FACED COSMETICS 10 days ago and never received any item from them. Tried contacting them couple of time but no one will answer the call for hours and never got any reply to my email. I am very disappointed at this. Not just me, all the ladies who posted on their Facebook page have the same issue! No one got their item or reply to calls/e mail! At first they billed me twice. Yesterday it was only one transaction on my card. and today I see no transaction at all. I find it fraudulent and the worst online shopping experience .Desired Settlement: I want them to reply me to my email and inform how long the shipping will take! and want my items ASAP

Review: I recently got an order from toofaced.com with two makeup palettes, one with blushes and one with eyeshadows. I thought they looked so good that I decided to go ahead and place another order today for some other products. Yesterday I tried the blush palette and it was fine. But today I tried the eyeshadow palette and I got the most horrible allergic reaction. I called customer service immediately to cancel the other order I just placed and they told me that it was too late and that I had to wait for the package to arrive and then send it back at my own expense. I explained about the allergic reaction I got but they still told me that I had to pay to send that back. I don't think this is fair. I'm attaching a picture of my eyelid.Desired Settlement: I need them to cancel my order and in case they already send it (at this moment they haven't send it yet) I want them to give me a return shipping label for the eyeshadow palette I ordered before (the one I got) and for the new order that I just placed. Otherwise I'll not be able to return this products. They are heavy and I don't understand why I have to pay shipping after this made my eyes like this. It's very painful.

Business

Response:

Dear Ms. [redacted],

Review: I purchased concealer for under the eyes from www.toofaced.com. However, after using it a few times, my eyes became red. I asked too faced if I could return the product and get a refund, and they replied no. I'm truly shocked because any makeup company takes back their product if there is an allergic reaction. Sephora carries their product and they always take back a product if there's a problem. I feel they should refund my money.Desired Settlement: Refund for order [redacted] $23.61

Business

Response:

We did promptly respond to the customer that we are unable to accept used merchandise. This policy is outlined on our website www.toofaced.com under the FAQ section #11:

11. How do I return something?

Too Faced is happy to accept returns on all merchandise within 30 days of purchase. Unfortunately and without exception, Too Faced cannot accept returns on used or damaged merchandise. Sorry, shipping and handling fees are not refundable on returns. All returns should be sent to the following address:

Too Faced Cosmetics

Attn: Website Returns

17361 Armstrong Avenue

Irvine, CA 92614

When returning products to Too Faced, please secure a tracking number for your shipment so that we can ensure safe delivery.