Business ProfileforSpecific Beauty

A shame that what began ********************************************************* 2005 ended with CONTENTION and full of DISGUST. 2 calls were made on 2/13/2023 and 11/30/2023 to cancel but my account was placed on hold by your aggressive customer service reps. I understand companies don't want to lose customers or have them close accounts. Yes, it was stated I would need to call again to cancel. My poor memory as a Senior citizen allowed you to delay instead of cancelling all future shipments and in December 2023 you sent another shipment. On December 22, 2023, I returned an unopened package using the *********** without understanding that I would need to personally copy the tracking number from the box to receive a refund from the company. On 1/23/24 spoke to ***** @ 12:49 regarding cancelling my account entirely after returning the unopened package back to you and to inquire about a refund of $156.23. On 4/2024 I talked with *** and was told they could not refund my money without me first giving the tracking number so they would be able to look it up in the system. I did not have this number. In this day of computers, I cannot believe that your company would not have this YOURSELF tied to my customer account number to track the package being sent out. I didnt want to believe that your company would use this tactic to not refund a long-time customer their money. The responsibility of the tracking number for orders shipped is YOUR responsibility and not mine. No customers should ever be responsible for tracking numbers you use on packages without it being tied to the account number in your system. Change your process to tie the two numbers together in your system. This will allow refunds to the customer and NOT allow you to not refund money on a returned product. Also, you wont be able to add back in as inventory and resell the item.

Dear *****,

Thank you for your review. We appreciate the time you have taken to let us know about your experience.

As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result.

Unfortunately, returning a product via "Return to Sender" without verifiable proof of mailing,oftentimes results in a package never being received back to our facility to process a return credit or refund.  It appears that is what happened with your December return.

When you called 1/23/24 to cancel your account we regret that the available tracking information was not checked at that time to confirm that you had refused the shipment.  By 4/20 the 60-Day Money Back Guarantee had expired for that shipment.   Please be advised that tracking numbers do expire after a few months and can no longer be used to access delivery information through the delivery service ****** UPS,FedEx, etc.).

Although our records do not indicate that your return was received, as a gesture of goodwill and exception to our guarantee a refund (less s&h) has been issued.  Please allow 3- 5 days for the funds to post.

We appreciate your feedback.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.

Sincerely,

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Contact Center Operations Director