ComplaintsforFiera Cosmetics
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Complaint Details
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Initial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
September 29, ordered product. Received product, October 8, contacted the support email provided to let them know the shade is not correct. They asked for $7.99 additional shipping fee to exchange the product. I wanted to return the product for a full refund at that time. Web Site states "!00% Full Satisfaction Guarantee". I emailed again in November and called today, December 6, to ask how I can return the product for a full refund. I was told it's past the 30-day window and they cannot help me. I t's not the amount, it's the principle to stand behind the marketing ads. I am very disappointed and will let all viewers know they should be very cautious.Business response
12/01/2024
Hi *******,
We are so sorry that you have not been satisfied with the service provided by our team. ** *** *** *** **** ** *********** our support team sent you an email with details on our return policy and an opportunity to exchange on October 8, 2023, within 24 hours of your email inquiry to us. Unfortunately, issues happen! It seems you didn't receive this email and so were understandably frustrated with the seeming lack of follow up from Fiera. While our team followed their policy according to what's visible in our system when you called us in December, this would have been a very frustrating situation for you. I have now refunded your order, and would like to apologize for how long this took to resolve. We are looking into how to better follow up on issues and concerns like yours to avoid this kind of frustration in the future.
Thank you for your understanding.
Amy - Fiera Cosmetics
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Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.