Younique, LLC

We have reviewed the complaint which alleges that the Complainant's eyeliner product developed a bad odor after 7 months of use, and requests a refund for the product well outside of the Company's 90-day return window.  This is an unusual complaint for this product, and it is our understanding...

that the development of such an odor would likely be attributable to outside contamination and bacteria.  However, we have been directly in touch with the Complainant and based on our interactions, approval was given to grant a return and refund for the item as a one-time exception to our policy.  We believe this complaint to be amicably resolved.

We have reviewed the complaint, which alleges that an adverse skin reaction occurred due to an undisclosed “change in formula” for our Touch Liquid Foundation product.   The complainant in this case did contact our Support center to express these concerns prior to filing the instant...

complaint.  Although she was well outside of our 90 day return window, due to the specific circumstances of the case the agent received approval to issue a refund for the amount paid for the foundation product.  Once that was granted, the complainant requested a refund of her entire order and that request was denied.   This Revdex.com complaint is the first time the customer has complained of skin reactions attributable to products other than the foundation.   We have been in contact with the complainant and have assured her that the formula ingredients for the liquid foundation have not changed since the product was launched last year, in September 2015.  Those ingredients are clearly listed on our product packaging and on the product page on our website.  Since its launch, the Touch Liquid Foundation has been and remains one of our top selling products.  Although we regret that the complainant has experienced an adverse reaction, it must be attributable to factors other than a "change" in the foundation formula.     We have a generous 90-day return policy to allow customers adequate time to determine any incompatibilities to our products. Establishing and adhering to a return policy window is an accepted and reasonable business practice, and the complainant’s request for a full refund for the entire order in this case is denied.  However, we have worked with the customer to achieve an amicable resolution.  We believe this matter to be favorably resolved.   Thank you.

We have reviewed your correspondence to our company dated May 26, 2015 concerning case [redacted] and the related customer complaint filed on May 22, 2015.
We have researched the facts of the complaint, which alleges “theft” due to a shipping delay and a misunderstanding of the refund transaction...

process.  The customer did purchase a product online from the company on May 13. When the customer called on May 22 to check on the delivery status of the order, one of our Support agents discovered that although a shipping label for the order was created on the same day the order was placed, the package failed to show up in the USPS tracking system and was therefore presumed “lost.”  Rather than having the order re-sent, the customer requested a refund.  The refund was processed almost immediately that same day, and the customer was sent an email with the refund transaction reference number and was once again advised “that once we issue the refund it can take your credit card company or financial institution up to two weeks to show the credit to your account.  However, it usually does not take that long.  If you take this transaction number [xxxxxxxxxxx] to your bank for the refund, they can normally use it to speed up the process for you.”  Within two hours after receiving that email verifying the refund, she filed this complaint with the Revdex.com saying that the company “just kept my money and the product which I believe is theft. I demanded a refund which I was then told would take 3 weeks. False advertisement and theft.” and stating “I want my money back just as quickly as you took it.”
 
Though we regret the delay in shipping and would have gladly remedied that inadvertent error to the satisfaction of the customer, we believe that we have acted in good faith and in accordance with accepted business practices.  We feel that the complaint misrepresents facts and makes unsubstantiated and inaccurate charges with respect to how the case was handled.  We consider this case to be resolved.  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.
The issue has been fixed. I had my refund in a couple of days after I turned then in to you. Younique got it fixed quickly. Thanks for helping me out.Sincerely,
[redacted]

We have reviewed the facts of the complaint and have been in direct contact with the Complainant.  On July 26th, we sent a confirmation screenshot of the refund transaction that was issued on June 26th for her review, including the last four digits of the credit card used as original form of...

payment.  We heard back from her yesterday that she has received her refund.  We believe the matter to be favorably resolved.  Thank you.

The customer placed her order on November 19, 2015 for the Scarlet Liquid Foundation.  Our records indicate that it was delivered on February 8, 2016.  While we regret the delay, the backorder status was clearly indicated at the time she placed the order (the attached screenshot shows...

that particular product went on backorder as of November 12, 2015 and indicated a restock date of March 15, 2016).  The backorder status would have been noted on the product page when she selected the shade and added the product to her shopping cart, and it would also have been noted in her account in her Order History (once she logged in to her account).  This is standard company practice that was in effect at the time she placed the order.  She contacted the company on January 11 asking for an update and was told the restock date was still March 15, but the agent offered to cancel the order and issue a refund.  She stated she did not want a refund.  The agent provided her with a link to access the page showing her the backorder status for her order.  She contacted the company again on February 3, 2016 to again request an update on the backorder status.  She was upset that she had not yet received her order, but again said she did not want to cancel.  
The complaint expresses frustration that the company charged her for the product at the time the order was placed and then did not deliver it in a timely manner.  This is accepted practice for a company to charge for a backordered product even with a delivery date several months into the future.  By ordering a product that is backordered, the customer is consenting to the delay of delivery.  The advance payment for a backordered item assures that the customer will secure the product of their choice when it is restocked, even in the event of limited inventory.  It also allows the consumer to know the timing of the expenditure so it doesn’t come as a surprise.
By sheer coincidence, the shade of foundation she ordered was restocked at roughly the same time this complaint was filed, and her order was sent from the warehouse in due course of business (a month earlier than the date given in the backorder status).  
From the tone and content of her emails, it is clear that the complainant has been very frustrated with her experience with the company (which was founded in 2012, not 2008 as she indicates in her complaint).  She makes accusations of fraudulent business practices and threatens lawsuits.  Again, by ordering a backordered product the customer consented to the delay.  She was free to cancel for a full refund at any time, but repeatedly declined to do so.  As a gesture of goodwill and to compensate for her frustration, her account was credited with $35 Y-cash.  She was unhappy with this offer, as her desired resolution was to be given a full refund as well a complimentary product.  It is not standard company practice to refund a backordered purchase and still send the product for free when the customer has ordered a product with full knowledge of its backorder status.  By providing her with product credit, it was our intention to encourage her to try another product at our expense in order to leave her with a more favorable experience with our company.  
We regret that she has had such a negative experience and that she so adamantly requested no further contact from us to try to resolve this in an amicable and satisfactory manner.  (see attached screenshot of her email).   It is our position that we acted reasonably and in good faith in this matter.

Complaint: [redacted]
I am rejecting this response because:They state that any links in an email to customers takes them to the corporate website, while true these emails still portray presenters that are no longer active as being with the company, which is misleading to customers!
Sincerely,
Audra B[redacted]

Complaint: [redacted]
I am rejecting this response because:  you should not be moved up to a sponsor you do not know.  I have been dealing with one that I'm asking them to put me with since I signed back up.  Your going to want to work with someone that you fill comfortable with.  So I'm not going to have a clue who this person is.  It took you weeks to find out that the sponsor you had me with was no longer active.  So since I signed back up I have not had any support from the sponsor.  When I asked that dept I have been dealing with they was not able to answer my question that I had.  It's crazy you can't pick your own sponsor because your not going to want to work with someone you know nothing about!  This policy needs to be changed and go to upper Mangement.  This issue should not be addressed by that dept since they refuse to change it.  You can look at the other complaints filed against Younique they should do what they can to help there sponsors since they are the ones that make the money for the company.  If it was not for us they would not be in business.  I'm starting to see now what people are talking about the negative things about Younique.  I have not received proper training the first time I signed up.  So how do you think someone will be successful that's why I'm asking to be put with this sponsor.  She seems to know her stuff. 
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.
Sincerely,
[redacted]

We have reviewed the facts of this complaint and have reached out directly to the complainant and are working with her to reach an amicable resolution in this case.   We anticipate that this matter is or will soon be resolved.  Thank you.

Our Support team has continued to work with the Complainant to try to achieve an acceptable resolution in this case.  Since she purchased the product with cash from the Presenter, who is an independent business owner rather than a Company "employee", our policy is that the Presenter is...

required to issue the refund directly.  We did offer to send the Complainant a complimentary eyeliner as an apology for the delay.  That offer still stands.  We regret that the situation has yet to be resolved, but will continue to work with both parties until the refund has been issued.  Thank you.

We regret that the product the complainant wanted was out-of-stock, which meant that the company was unable to set up a replacement order to process the exchange she requested.  The company has been in contact with the Complainant and issued a full refund for the products.  We believe this...

matter to be resolved.

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.
Sincerely,
[redacted]

We have reviewed your correspondence to our company dated August 4, 2015 concerning case [redacted] and the related customer complaint filed on August 3, 2015. 
We have researched the facts of the complaint, which expresses frustration over the processing time for a refund for the...

complainant's new Presenter Kit.  She was seeking a refund due to an allergic reaction she experienced after using a few of the products.  
We have confirmed that she contacted the company on July 28 and July 30 requesting a refund, and that such refund was processed in due course on August 4, the same day her account was cancelled.  We do not believe that 5 business days is an unreasonable amount of time in which to process the cancellation of her distributor agreement and to refund her money.  Though we regret the customer’s frustration, we believe we have been responsive to her concerns and are acting responsibly and in good faith in addressing them.  We believe this matter to be resolved.  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.
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.
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. However, I would like to add thhat I received my refund the day that the Revdex.com contacted them. Coincidence? I think not. It took the customer service rep a week from my last response to give me my refund. If she was going to be out of the office someone else should be handling her work that is how a normal business works. It was just a way for them to cover up that day do not have good customer service. Buyer beware!
Sincerely,
Katie Y[redacted]

We have reviewed the complaint and researched the facts, which confirmed that the customer did have PayPal credit set up as her default payment method.  Due to changes made to the Company's PayPal account in February, PayPal Credit was no longer accepted as a payment method on our website,...

which resulted in the payment being processed and deducted from her bank account rather than as a charge.  A refund was immediately processed when the order was cancelled, but the customer maintains that the transaction caused an overdraft fee on her account.  Support agents have been directly in touch with the complainant to help resolve this matter.  In her last email, the complainant stated that she was filing a dispute with her bank to try to eliminate the overdraft charges.  She has not been responsive to our attempts to follow-up and confirm that the charges were reversed and that this issue has been settled to her satisfaction.  We would be happy to continue to work with her if she has any further concerns, but for purposes of the Revdex.com we believe this case to be resolved.  Thank you.

We have reviewed your correspondence to our company dated December 7, 2015 concerning case [redacted] and the related customer complaint filed on December 5.We have researched the facts of the complaint, which alleges refund issues.  It appears that due to agent error, the case was not handled...

properly and in keeping with company policy.  We have been in touch with the complainant, have promptly issued the requested refund, and believe this case to be resolved.  Thank you.

We have reviewed the facts of this complaint and have been in direct contact with the Complainant to address the matter.  As the Complainant mentioned, she requested and received a prompt refund of one order before returning the other order for a refund.  It appears that...

since the two orders were for the exact same dollar amount, there was some confusion, and upon review of the refund history those responsible for issuing the second refund saw the first refund and thought it had already been resolved  This was an oversight and error on our end, and we apologize.  We have confirmed that the second refund has in fact been issued.  We have provided that transaction ID to the Complainant as well as offered a complimentary product to help offset any inconvenience.  We believe this case to be resolved.  Thank you.