ComplaintsforEyescream Beauty LLC

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received 2 damaged products in January 2023. I still have the damaged products. I have copies of emails showing them the damaged products and they agreed to replace the products in these emails. It is now March 2023 and I still have not received replacement products which they say they sent. They have not provided any tracking or other proof that this was done. Now they are just not responding to my email inquiries. I would really like to see them keep their word and replace the 2 damaged products as they said they would or refund my money.

  Business response

  04/01/2023

  We were able to get in touch with this customer. It seems like the gmail account is not receiving emails correctly. We are having our team look into this, but it seems like the issue was email related. Both a refund and replacement items are being issued. 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered makeup totaling $36 on December 22,2021 and they shipped through a company called ******. I never received the parcel and ****** investigated and could not find it either. I contacted the business again Feb 1st explained the package was lost,they in, turn agreed to replace the missing products and ship them out that week. To date they have not followed through with this promise. Id like my money back or the merchandise as promised.

  Business response

  09/15/2022

  Business Response /* (1000, 13, 2022/09/15) */ I tried to respond about the one complaint my business received and it went as unanswered even though I responded immediately. That review was unfair as the customer had already been refunded as I mentioned at the time of my response. I'm attaching my response: According to USPS the items were delivered. We refunded anyway. Consumer Response /* (3000, 15, 2022/09/20) */ They actually never sent the merchandise which the shipping company verified I never received it. Secondly they never issued me a refund,I actually filed a complaint with my bank for fraud and the bank retrieved my money plus whatever fees the bank charged their bank. I actually provided the bank with all the emails between I and the company and I even offered the company a resolution that if they sent the merchandise, I'd withdraw my charge back request,The owner actually lied to me in the email and said they resent it,when in fact they never did and my bank as I previously stated did find in my favor and refunded my money back and the owner didn't even try to dispute it. I did provide the bank a file with all the emails back and forth,showing I spent months trying to resolve this issue, only to get the run around from this company. The fact they continue to lie about giving me a refund,seems kinda shady and is unacceptable and shows they are trying to hide the fact they were at fault and take zero responsibility for their actions. Business Response /* (4000, 17, 2022/09/26) */ Hi there, Firstly, we have emailed the BBB several times with more details about the situation. I'm not sure which emails we attached, but we did send multiple responses that were not submitted here. Secondly, I would like to state that we did in fact send the merchandise to the customer. In her response she mentioned that she contacted the company and they confirmed she never received it, but USPS has marked it as delivered and confirmed shipment of the original package. We sent her tracking information on the USPS official website that showed that. We tried to explain to her that it is USPS that ships the package and Sendle only generates the label and provides tracking. We also encouraged her to call USPS since she believed we were lying about delivery. We have the receipts for the package and delivery confirmation for the original package if needed, but I don't think this is the problem the customer has. While we are not responsible for packages once they are marked delivered by the carrier, we did agree to replace the package and this is where I believe the issue lies. That second package did not arrive to the customer. This is when the forced refund occurred. We chose to accept the chargeback and the fees at that point. We've sent the customer (and she confirmed delivery) of 6 different packages other than this one. We are not sure why this particular package is having such a hard time. We at no point tried to commit fraud. We understand the customers frustration and need to clarify our refund comment. While she was refunded, it was a forced refund that we chose not to dispute. We apologized to the customer personally via email as I feel that was unfair to her. We are still committed to helping resolve this issue with this customer, but wanted to clarify the situation. I've reached out to her personally and hope to get this issue behind us. We hope to find an acceptable resolution with her. Consumer Response /* (2000, 19, 2022/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I ultimately got a full refund as the bank did charge back.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩