Urban Decay Cosmetics

[redacted] Below is the email I sent to [redacted] and will follow up with her if she responds.***Hello [redacted] I can’t believe I just discovered that you had an awful experience in ordering from UrbanDecay.comI just saw your complaint with the Revdex.comI would have complained too! I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you some new product directly from “The Mothership” here in [redacted] ***Would you be open to that? In addition, since you asked for your money back, I would send you an $Gift Card for use on UrbanDecay.com or at our free standing store in [redacted] *** Please accept my apologies for the lack of a helpful response and action from our Customer Service team back thenI promise you that excellent service is very important to me and to all of us here at Urban DecayI know we probably lost you as a customer forever, but I would truly like to send you some gifts andr your money back in the form of a gift card along with my apologyKindest regards, [redacted] *** * [redacted] * [redacted] * * [redacted]

[redacted] ,On 9/27/I spoke with [redacted] on the phone about her complaintI listened to her at length in order to fully understand her experienceOur Customer Service team has already refunded her purchase amounts for the four palettes and she has returned the lipsticks.I have agreed to send her replacement palettes from our supplies at the corporate office that I have personally inspected along with a gift card to help her rebuild her makeup collection lost in a recent incident involving her home.Thank you for handling this case.Kind regards, [redacted] AVP – eCommerceUrban Decay Cosmetics [redacted] ***P [redacted] | F [redacted] Beauty with an edge.®

Hi,Urban Decay has worked with me to reach a resolution as of todayIs there any way to withdraw/close my complaint?Thanks,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.UD's response makes it seem as if they reached out to me, were burdened by time spent listening to how I was treated, easily offered refunds, and offered product and a gift card out of charityIt seems to use my situation to make them look charitable when in fact I was treated in an unacceptable way from start to finish and had to fight for refunds and responsesI spent many hours over different days trying to get my money back for four orders of used makeupI do not appreciate the lack of apology in the response or its careful composition to make it seem as if I was reached out toBecause UD did not respond to this complaint in the allotted multi week time frame, I called corporate which was almost inaccessibleIt was very time consuming, unpleasant, and nearly impossible getting past the receptionistThe product and gift card (I had to request the latter and was never told the amount) were discussed as a means of making a terrible situation right and keeping me as a customer, not giving to me out of charity or making it look as if they followed up with the complaint the way they should haveTheir response also contained personal details about my life that I am having to request be removedThey never would have responded had I not called corporate and told them how unacceptable it was to never respond to a Revdex.com complaintI have done far more than my fair share to feel good about continuing to purchase from this brandI expect a written apology just as you have given to other customers through this process without them having to go through what I haveI am still waiting for confirmation that the palettes, some lipsticks and gift card (of unknown denomination) have been sentI would like to know the denomination of the card and I hope it is adequate for elongating the negativity of this situationAs of a week since contact, I have received no confirmation of product sent.Thank you,*** *** *** *** ** ***

***Below is the copy of the email I have sent to the CustomerI will be following up with her if she responds.***Hello ***, I can’t believe I just discovered that you had an awful experience in ordering from UrbanDecay.comI just saw your complaint with the RevDex.comI would have complained too!I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you some new product directly from “The Mothership” here in *** ***Would you be open to that? May I send you a Naked Palette and perhaps some additional products? Is there anything specific you might like to have? I’m so sorry that we no longer carry the eyeshadow color Grifter, but I would be happy to include some of our current eyeshadows including some of our newest Moondust shades, if you’d like. Please accept my apologies for the lack of a callback you got from our Customer Service team back thenI promise you that excellent service is very important to me and to all of us here at Urban DecayI know we probably lost you as a customer forever, but I would truly like to send you some gifts along with my apology. Kindest regards, *** ***
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***I sent the email below to *** and will follow up with her if she responds to me.***Hello ***
I can’t believe I just discovered that you had an awful experience in ordering from UrbanDecay.comI just saw your complaint with the Revdex.comI would have complained
too! I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you some new product directly from “The Mothership” here in *** ***Would you be open to that? Alternatively, since you asked for your money back, I would send you an $*** *** *** that you could spend at any store, restaurant or wherever credit cards are accepted. Please accept my apologies for the lack of a helpful response and action from our Customer Service team back thenI promise you that excellent service is very important to me and to all of us here at Urban DecayI know we probably lost you as a customer forever, but I would truly like to send you some gifts or your money back in the form of a *** *** *** along with my apology. Kindest regards, *** ***
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***I sent the email below to *** and will follow up with her if she responds.***Hello ***, I can’t believe I just discovered that you had an awful experience in ordering from UrbanDecay.comI just saw your complaint with the Revdex.comI would have complained
too! I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you some new product directly from “The Mothership” here in *** ***Would you be open to that? I apologize that we no longer have the Naked On the Run palette for me to send youMay I send you one of our other Naked palettes free of charge? Please accept my apologies for the lack of a helpful response and action from our Customer Service team back thenI promise you that excellent service is very important to me and to all of us here at Urban DecayI know we probably lost you as a customer forever, but I would truly like to send you some gifts along with my apology. Kindest regards, *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedIf they do not come through as mentioned, I think it is evident enough that this business does not care about its customers and reputation
Regards,
*** ***

[redacted]I sent the email below to [redacted] and will follow up with her if she responds.[redacted]Hello [redacted], I can’t believe I just discovered that you had an awful experience in 2015 ordering from UrbanDecay.com. I just saw your complaint with the Revdex.com. I would have complained...

too! I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you a Vault or other product directly from “The Mothership” here in [redacted]. Would you be open to that? I apologize that I don’t have a full Naked Vault to send you but I would be happy to send you one each of our full sized Naked Palettes (Naked, Naked2, Naked3 and Naked Smoky). Please accept my apologies for the lack of a helpful response and action from our Customer Service team back then as well as the frustration you had with the experience of trying to purchase on of our Naked Vaults. I promise you that excellent service is very important to me and to all of us here at Urban Decay. I know we probably lost you as a customer forever, but I would truly like to send you the gifts along with my apology. Kindest regards, [redacted] * [redacted]
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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]

[redacted],On 9/27/16 I spoke with [redacted] on the phone about her complaint. I listened to her at length in order to fully understand her experience. Our Customer Service team has already refunded her purchase amounts for the four palettes and she has returned the lipsticks.I have agreed to send her...

replacement palettes from our supplies at the corporate office that I have personally inspected along with a gift card to help her rebuild her makeup collection lost in a recent incident involving her home.Thank you for handling this case.Kind regards,[redacted]AVP – eCommerceUrban Decay Cosmetics[redacted]P [redacted] | F [redacted]Beauty with an edge.®

[redacted]Below is the email I sent to [redacted] and will follow up with her if she responds.[redacted]Hello [redacted] I can’t believe I just discovered that you had an awful experience in 2014 ordering from UrbanDecay.com. I just saw your complaint with the Revdex.com. I would have complained...

too! I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you some new product directly from “The Mothership” here in [redacted]. Would you be open to that? In addition, since you asked for your money back, I would send you an $150 Gift Card for use on UrbanDecay.com or at our free standing store in [redacted] Please accept my apologies for the lack of a helpful response and action from our Customer Service team back then. I promise you that excellent service is very important to me and to all of us here at Urban Decay. I know we probably lost you as a customer forever, but I would truly like to send you some gifts andr your money back in the form of a gift card along with my apology. Kindest regards, [redacted] * [redacted]
* [redacted] * * [redacted]

[redacted]I have sent the email below to [redacted] and will follow up with her if she responds.[redacted]Hello [redacted] I can’t believe I just discovered that you had an awful experience in 2014 ordering from UrbanDecay.com. I just saw your complaint with the Revdex.com. I would have complained...

too! I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you a Vault or other product directly from “The Mothership” here in [redacted]. Would you be open to that? I apologize that I don’t have a full Naked Vault to send you but I would be happy to send you one each of our full sized Naked Palettes (Naked, Naked2, Naked3 and Naked Smoky). Please accept my apologies for the lack of a helpful response and action from our Customer Service team back then as well as the frustration you experiences with the experience of trying to purchase on of our Naked Vaults. I promise you that excellent service is very important to me and to all of us here at Urban Decay. I know we probably lost you as a customer forever, but I would truly like to send you the gifts along with my apology. Kindest regards, 
[redacted] * [redacted]
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[redacted]
I have sent this email to [redacted] and will follow up with her if she responds.[redacted]Hello [redacted] I can’t believe I just discovered that you had an awful experience in 2014 ordering from UrbanDecay.com. I just saw your complaint with the Revdex.com. I would have complained...

too! I am now the AVP of eCommerce at Urban Decay and knowing you had this experience makes me upset too and I would love the opportunity to personally send you some new product directly from “The Mothership” here in [redacted]. Would you be open to that? May I send you a Naked Palette or one of our more colorful palettes? Is there anything specific you might like to have? I’m so sorry that we no longer carry the Ammo palette. Please accept my apologies for the lack of a helpful response and action from our Customer Service team back then. I promise you that excellent service is very important to me and to all of us here at Urban Decay. I know we probably lost you as a customer forever, but I would truly like to send you some gifts along with my apology. Kindest regards, [redacted]
[redacted] * [redacted]
[redacted]
[redacted]
* [redacted] * * [redacted]
[redacted]
[redacted]

I have emailed the customer directly to apologize for the condition of her order and the unsatisfactory call she had with our Customer Service team member. I am personally sending her a brand new Quick Fix spray. I will be reviewing this situation with my Customer Service team as a learning...

experience in the spirit of continuous improvement.