Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against eCosmetics due to an extremely unsatisfactory purchasing experience. I placed an order totaling $1040, from February and to my dismay, the majority of the items I received were either expired or close to expiration.Out of the total items I purchased, some were completely expired, while others were close to expiration:One product was expired by a full year.Two products were expired by two months.Several others were close to expiry.Despite receiving these substandard products, eCosmetics has refused to provide a full refund. I have received partial refunds of $50 and $90, but this is not acceptable given the nature of the issue. The remaining products, which are either expired or close to expiry, have not been refunded.Furthermore, when I initially placed the order, I was not informed that cancellations would not be allowed, especially since none of the items had been shipped. This lack of transparency regarding your cancellation and refund policy is extremely frustrating.I am also concerned that eCosmetics might be reselling expired products, which is both unethical and potentially illegal.Desired Resolution:I am requesting the following:A full refund for all expired and near-expiry items.A clear explanation of eCosmetics' cancellation and refund policies.A review of eCosmetics' business practices to ensure future customers are not misled or sold expired goods.

  

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to address this concern. We take all customer feedback seriously and strive to provide a fair and transparent experience.
  After a thorough review of your order history and communications, wed like to clarify the steps weve taken:
  
  Order #******* ($205.11): This was a preorder item and, per policy, was not eligible for cancellation after being sent for fulfillment. However, as a courtesy, we issued a full refund, even though the order is still expected to be delivered.
  
  Orders #******* ($308.13) & #******* ($225.12): You raised concerns about product shelf life. One item was set to expire in July; the other was confirmed to be well within its five-year shelf life. We offered several resolution options: a return for full refund, an $80 partial refund, or a $90 store credit. You opted for the $90 credit.
  
  Orders #******* ($256.89) & #******* ($63.00): You reported items as expired, but both were verified as within date based on the manufacturers PAO (Period After Opening) guidelines. Despite the items being used and nearly empty, we offered either a $50 store credit or a $45 partial refund. You accepted and used the $50 credit.
  
  In total, weve provided multiple resolutionsincluding refunds and store creditsmany as a goodwill gesture, even when products were confirmed valid or had been used. Our cancellation and product policies are clearly outlined in our FAQ, and our goal is always to be transparent and customer-focused. While we regret that you remain dissatisfied, we are confident that we responded thoroughly and fairly to each concern.
  
  Sincerely,
  The eCosmetics Team

  Customer Answer

  Date: 04/30/2025

  Dear BBB Team,

  
  Thank you for providing the response from eCosmetics regarding my complaint submitted on April 27, 2025. After reviewing their response carefully, I must express that I am not satisfied with the resolution they have offered and wish to continue pursuing this matter.
  Despite eCosmetics claiming to have issued partial refunds and credits, several critical issues remain unresolved:
  
  1. Expired and *****************************start="580" data-end="583">As I previously mentioned, several items I received were either expired or near expiry, including:
  A La Prairie product worth $308 that is set to expire in July 2025. I was not informed at the time of purchase that it was nearing expiration. As a high-end skincare product, I should not be forced to use it up within just a few months. Since Ive already opened it, I do not intend to return it, but I do expect appropriate compensation. Furthermore, this La Prairie cream has significantly reduced efficacy, and it no longer delivers the expected results, which greatly diminishes its value.
  A bottle of Guerlain ***************************************************************** both of which expired in March 2025. After using them, I had a severe allergic skin reaction, which prompted me to check the expiration dates and realize that these products had already expired.
  Although I received a $50 credit for the Guerlain Revitalizing Toner, I have yet to receive a refund for the expired product. I demand a refund for this expired product, as I should not be paying for something I was unaware was unsafe to use.
  ****** **** Cream ($135): I was unable to find the batch number for this product. I request that you provide the batch number so I can verify the products authenticity and expiration date. This is crucial for me, as without a batch number, I cannot confirm the products freshness.
  
  2. Insufficient Compensation and **********************start="2088" data-end="2091">Your team provided a $50 credit for the Guerlain Revitalizing Toner, but this is not acceptable. Despite my complaint about receiving expired products, your response only offered partial credits as compensation. I should not have to accept store credits for products that have lost their value, and I should not continue shopping with you given such a poor experience.
  Moreover, regarding the Guerlain *********************** even though I reported it was expired, I still have not received a refund. I am requesting a full refund for this product, as well as for the La Prairie product, as these items were sold to me in unacceptable condition.
  
  3. Trust Issues Regarding eCosmetics' ***************************start="2824" data-end="2827">The ongoing issues Ive encountered have raised serious concerns about eCosmetics' business practices. Nearly every order I receive includes expired or near-expiry products, leading me to suspect that you may be deliberately selling expired or near-expiry stock. This behavior is not only unethical but may also be illegal.
  Furthermore, your repeated requests for expired or near-expiry products to be returned is troubling. When I purchase products at brand counters, expired products are immediately destroyed rather than asking customers to return them. This has raised serious concerns about how expired products are handled and whether they are being resold.
  
  I am formally requesting the following:
  Full refunds for all expired and near-expiry products, including the Guerlain Revitalizing Toner, ****** **** Cream, and La Prairie product.
  A refund for the Guerlain Revitalizing Toner, as it was clearly expired and caused a severe allergic reaction.
  The batch number for the ****** **** Cream so I can confirm its validity and expiration date.
  Reasonable compensation for the reduced efficacy of the La Prairie cream, as it no longer performs as expected.
  A clear explanation of how you plan to ensure that no customers in the future will receive expired products or be misled.
  If this matter is not resolved fairly and promptly, I will escalate the issue by filing a dispute through consumer protection agencies and my credit card company (Chargeback), and I will make my experience public.
  I expect a response that goes beyond a generic policy reply and truly addresses the losses and inconveniences caused.

   

   Best

  Ye Lyu

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23255931
  
  

  Dear BBB Team,

  
  Thank you for providing the response from eCosmetics regarding my complaint submitted on April 27, 2025. After reviewing their response carefully, I must express that I am not satisfied with the resolution they have offered and wish to continue pursuing this matter.
  Despite eCosmetics claiming to have issued partial refunds and credits, several critical issues remain unresolved:
  
  1. Expired and *****************************start="580" data-end="583">As I previously mentioned, several items I received were either expired or near expiry, including:
  A La Prairie product worth $308 that is set to expire in July 2025. I was not informed at the time of purchase that it was nearing expiration. As a high-end skincare product, I should not be forced to use it up within just a few months. Since Ive already opened it, I do not intend to return it, but I do expect appropriate compensation. Furthermore, this La Prairie cream has significantly reduced efficacy, and it no longer delivers the expected results, which greatly diminishes its value.
  A bottle of Guerlain ***************************************************************** both of which expired in March 2025. After using them, I had a severe allergic skin reaction, which prompted me to check the expiration dates and realize that these products had already expired.
  Although I received a $50 credit for the Guerlain Revitalizing Toner, I have yet to receive a refund for the expired product. I demand a refund for this expired product, as I should not be paying for something I was unaware was unsafe to use.
  ****** **** Cream ($135): I was unable to find the batch number for this product. I request that you provide the batch number so I can verify the products authenticity and expiration date. This is crucial for me, as without a batch number, I cannot confirm the products freshness.
  
  2. Insufficient Compensation and **********************start="2088" data-end="2091">Your team provided a $50 credit for the Guerlain Revitalizing Toner, but this is not acceptable. Despite my complaint about receiving expired products, your response only offered partial credits as compensation. I should not have to accept store credits for products that have lost their value, and I should not continue shopping with you given such a poor experience.
  Moreover, regarding the Guerlain *********************** even though I reported it was expired, I still have not received a refund. I am requesting a full refund for this product, as well as for the La Prairie product, as these items were sold to me in unacceptable condition.
  
  3. Trust Issues Regarding eCosmetics' ***************************start="2824" data-end="2827">The ongoing issues Ive encountered have raised serious concerns about eCosmetics' business practices. Nearly every order I receive includes expired or near-expiry products, leading me to suspect that you may be deliberately selling expired or near-expiry stock. This behavior is not only unethical but may also be illegal.
  Furthermore, your repeated requests for expired or near-expiry products to be returned is troubling. When I purchase products at brand counters, expired products are immediately destroyed rather than asking customers to return them. This has raised serious concerns about how expired products are handled and whether they are being resold.
  
  I am formally requesting the following:
  Full refunds for all expired and near-expiry products, including the Guerlain Revitalizing Toner, ****** **** Cream, and La Prairie product.
  A refund for the Guerlain Revitalizing Toner, as it was clearly expired and caused a severe allergic reaction.
  The batch number for the ****** **** Cream so I can confirm its validity and expiration date.
  Reasonable compensation for the reduced efficacy of the La Prairie cream, as it no longer performs as expected.
  A clear explanation of how you plan to ensure that no customers in the future will receive expired products or be misled.
  If this matter is not resolved fairly and promptly, I will escalate the issue by filing a dispute through consumer protection agencies and my credit card company (Chargeback), and I will make my experience public.
  I expect a response that goes beyond a generic policy reply and truly addresses the losses and inconveniences caused.

   

   Best

  Ye Lyu

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made order for my sister February only 2 items as of today not items no response from cosmetics.

  

  Business Response

  Date: 03/21/2025

  Hi *******,
  
  Were sorry to hear you had trouble with your order! Looking through our records, it looks like that payment was voided, so your card was never charged. This could have been from a billing issue, stock problem, or something else. If you ever have problems or questions on an order, you can always reach out to our customer care team via phone, chat or email. Let us know if you have other questions or concerns and well be happy to help!

  Customer Answer

  Date: 03/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Valentino Born in **** the gold perfume from eCosmetics through their Poshmark site on 3/8/25. I have included the details in an attached photo. The order total was $190.80 with all fees included. The item I received is different than the exact same item I have purchased from a Valentino boutique directly. It is a limited edition perfume and I was hoping to secure another bottle for when I run out of mine however the color and smell / scent is completely different then the one I have purchased from *********. I have included pictures of the difference in color. I have reached out to ******** and submitted a claim in which your ******************* were both unhelpful with completing a return. Now, I would like a refund for this item that I will not be using and was a total waste of my money given that it is not what I anticipated receiving. The smell is nothing like what I have and I am extremely disappointed and frustrated as I have spent almost $200 for nothing. Please assist me in returning the item / refunding.

  Customer Answer

  Date: 03/18/2025

  Hello, the business has reached out to me and they have provided me a refund. The issue is now resolved. Thank you!

  

  Business Response

  Date: 03/19/2025

  Hi *********, 
  
  Were sorry you had a negative experience with your order. Because your order was made through Poshmark, we cannot initiate a traditional refund to the card used. However, our customer care team has already been in touch to work out a return and refund. We will look into what issues might have occurred to prevent such instances in the future.
  
  If you have any other questions or concerns, please feel free to reach back out. We hope this helps!

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bottle of Hyaluronic Acid Intensifier of SkinCeuticals through this website on January 6, 2025 with order number ******* After purchasing Multi-Glycan, I learned that this website has no legal right to operate and sell this brand, but I still bought it with trust. Today, I used the product sent to me by the company, and when I opened it, there was an odor and sour taste, instead of the usual fragrance, which caused a sharp pain on my face. I had no skin problems with this product before, but this problem started after I used the product you sent to me. I need to return it. Thank you!

  

  Business Response

  Date: 02/21/2025

  Were so sorry to hear you had a problem with your order! At eCosmetics, along with offering brand new and authentic products, we do offer a 100% Satisfaction Guarantee if you are not completely satisfied with your purchase. You can return the serum to us for a full refund, and we will happily investigate what caused this issue. Looking into our records, it appears we sent you a return label at 8:15 a.m. on February 19th. That return label should be in your email already, but if you have any problems retrieving it, we can send it again. If you have any other questions or concerns, our customer care representatives are available Monday through Friday, from 8 a.m. to 11 p.m. EST, and from 9 a.m. to 9 p.m. EST on Saturday and Sunday.

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:
  
  The merchant has sent me the return label, which was in the junk mail, no wonder I didn't see it. It was sent last Saturday, thank you for your help. I will contact you later if necessary. Thank you!
  
  Sincerely,
  
  **** **

• Initial Complaint

  Date:12/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, Regarding order *******, first it took an extensive amount of time for the order to arrive, which was the first major inconvenience. This was a birthday gift I was going to give someone for there birthday and I had to give it to them extremely late, which isn't a good look at all. I had to keep calling customer service to check for an update and they should've been calling or emailing me with a delayed status. Additionally, I initially reported this package as not delivered until my concierge team located the package. However, once I finally received the package and opened it I noticed items were 3 missing out of the package. I reported this issue to company and they did a footage review and **** stated everything was packed, but I am still missing 3 items from Skincueticals and I would like my refund for the 3 items please. This is unacceptable and lacks overall customer service because I did not keep the box at all. I was unaware that this was the procedure otherwise I would've kept the box. You have already caused me an extreme inconvenience of the package being delivered later than expected for a birthday gift. Can you kindly please have my refund processed for these 3 items?

  

  Business Response

  Date: 01/14/2025

  Hello! Sorry for your experience, *****. We have already resolved this with you via our customer care team. If you have any other questions or concerns, please feel free to reach back out. Our customer care representatives are available Monday through Friday, from 8 a.m. to 11 p.m. EST, and from 9 a.m. to 9 p.m. EST on Saturday and Sunday.

  Customer Answer

  Date: 01/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had placed Order on 11/11/24 as of today no Order website Says still in Shipping! Contacted customer service threw Chat that clueless about Order, but my debit card was charged $ ***** on 11/17/2024

  Customer Answer

  Date: 12/02/2024

  Someone from ecosmectics ,contacted me today 12/2/24, about Order that was placed on 11/11/24. Since has been 3 weeks and now I was told that some Items were out of stock and they ecosmectics plan on sending me another item in place of Original Items that are out of stock.

  

  Business Response

  Date: 12/23/2024

  Hi *******,
  
  We sincerely apologize for your negative experience and the delayed order.Unfortunately, there were delivery issues beyond our control due to transportation problems and unexpected demand. To address this unexpected shipping delay, we sent you a $25 courtesy store credit to use on a future purchase, and have also refunded your order, which we hope helps offset the inconvenience. Were glad to hear you received your other order in the meantime. We understand how frustrating this delay is,as it falls outside of our typical delivery timelines. Please know we are actively working on long-term solutions to prevent similar issues in the future.
  
  We hope this information has been helpful. If you have any other questions or concerns, our customer care representatives are available Monday through Friday, from 8 a.m. to 11 p.m. EST, and from 9 a.m. to 9 p.m. EST on Saturday and Sunday.

  Customer Answer

  Date: 12/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a defective bottle from this company, see photo. I didnt do anything about it because I thought it wouldnt affect the serum itself. Yesterday I took it in a bag on a road trip, 60% of the bottle leaked out thru the defective top. I have been using obagi for over 10 years, never had this kind of problem. Made me wonder if this is authentic. They are not authorized dealer.

  

  Business Response

  Date: 11/19/2024

  Hi *****, 
  
  First, we wanted to sincerely apologize for your negative experience. We pride ourselves on offering fresh, authentic products, and if that promise falls short, we want to rectify the problem. 
  
  Please note, however, that eCosmetics actually is an authorized retailer for Obagi, and we are truly sorry you received a defective product. We hate when products leak and understand how frustrating that can be, especially while traveling.
  
  According to our records, it looks like you received this serum on July 23rd, then reached out to us on Nov. 15th. Our return and replacement policy stipulates a 60-day return window, and this order would fall outside of that policy by an additional 55 days. However, we are happy to make a one-time exception for you as a courtesy and show of good faith. Your refund will be issued shortly if it has not already, the amount of which should be reflected in your account in a couple of business days, depending on your bank.
  
  While its difficult to know if this problem occurred due to a manufacturing mistake or through handling and usage, we recommend taking extra care with face serums, and especially ingredients like vitamin C. Keep your skincare product from direct sunlight as well as extreme temperatures, as these not only degrade the effectiveness of the product but can also cause a buildup of pressure that can lead to issues like the rubber dropper popping from its place. Store face serums in a cool, dry place away from heat, light, and humidity. Vitamin C also oxidizes quickly and should be used within 3-6 months after opening; leaving the serum exposed to the air for prolonged periods, such as not closing the lid tightly or immediately after use, can decrease the products efficacy.
  
  We hope this solution is satisfactory, and we apologize again for any inconvenience this caused. If you have any more questions or concerns, please feel free to reach out to our ************* team.

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought maison margiela perfume on ecosmetics website. I expected it to be 3.4oz based on the website picture. However, I received a 1oz product and realized afterwards that the actual size does not match the picture size. The customer service informed me that their website picture doesnt always match the actual size, which is deceptive and will cause me extra time and trouble to return the item.

  

  Business Response

  Date: 08/27/2024

  Hi ***************,
  
  First, thank you for reaching out. We always strive to offer our customers the best experience possible, and when we fall short it gives us the opportunity to learn and improve. 
  
  We are sorry about photo mishap; With the volume of products we offer on our site, sometimes issues slip by our notice, but we try to fix them once were aware of a problem. We have made sure to adjust the photo to reflect the correct matching sizes, and appreciate your help in making sure were as accurate as possible!
  
  We got your call requesting a return for a full refund on Monday, August 27th and sent you a return label via email after the call concluded. However, since the listing was for a 1oz bottle but the photo was for a 3.4oz bottle and that was a confusing mistake on our part, were issuing a curtesy refund at this time so you wont have to send the product back. You should see that refund reflected in your account in the next few business days, depending on your banks refunding process.
  
  Thank you again for bringing this to our attention, and we hope this solution is satisfactory for you. If you have any questions or concerns, feel free to reach back out to our customer care team at any time via phone, email, or chat.

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two sunscreens that were delivered in November and finished the first sunscreen in June. When I opened the second sunscreen it had solidified and was completely unusable. I checked the Ecosmetics website and read that I had up to 60 to return products; however, this was not just an I dont like it return - despite a product expiration date of 12/24, it was unusable and defective. I talked to two customer service representatives on 6/30 and they reiterated the policy - no exceptions. The result is that they have my $30 and I have unusable product. Im happy to send back the product and would like a replacement. I also contacted the manufacturer and they will not replace the product since I purchased it through another source.

  

  Business Response

  Date: 07/02/2024

  Hi *********, 
  
  First, were sorry you had a disappointing experience! We always strive to give our customers the best in beauty as well as customer service. 
  
  We see your purchase was made in October, 2023, and we do hold a 60 day return policy for products. However, were going to refund you for the second sunscreen that solidified as we value you as an eCosmetics customer. You should see that refund once your bank has finished its processing. No need to send the problem product back to us, either!
  
  We apologize for this inconvenience, but hope you shop with us again soon! If you have any other questions or concerns, feel free to reach out to our customer care via email, phone, or live chat.

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On march 27th I placed an order with ecosmetics for a bottle of MFK Aqua Celestia Cologne Forte ************* Spray. Today (April 20 ) I received said item completely destroyed. It arrived broken with about 5% juice left on top of it taking weeks to arrive to me. I immediately contacted them and explained to them how I received the item i paid so much for and they asked for photos . I sent three photos.two being different angles of the broken bottle showing where its broken and the droplets it left on my counter. And the third being a photo of it in the trash because it started to crumble and I have dogs around me 24/7. After I sent these photos hoping to be met with a solution. I was told I cant be refunded because we cannot view any significant sign of leaking when there is clear as day in the photos a hole in the fragrance. This is absolutely insane I cant even believe I have to write this and complain. I am seeking a very well deserved refund.

  

  Business Response

  Date: 05/17/2024

  Hi ******, 
  
  For your previous order, we resolved your issue with a punctured product as a courtesy by refunding the amount you requested, even though you did not return the product as our Return Policy requires.
  
  However, for the order in question, were not able to offer a refund.
  
  Regarding this order, first you claimed you did not receive your package, however, we investigated and confirmed accurate delivery with the carrier.
  
  We informed you of that fact and that if the package had been stolen, you would need to provide proof you filed a police report of the incident in order to receive a refund or replacement. 
  
  You then claimed that you had, in fact, received the product, but it arrived broken.
  
  We then explained that you would need return the product, and that without the returned product, we couldn't proceed with a resolution, as per our policy (see below):
  
  How to Initiate a Return 
  Contact our customer care department to request a return label for your order. 
  Provide your order number, product details, and reason for return in your request. 
  To expedite the process, include images of products with visible damages or other issues. 
  Returns must include all original components including boxes and tags. Please be aware that eCosmetics monitors return activity for abuse and reserves the right to limit all returns.
  
  We reserve the right to limit returns and refunds if: 
  The product was more than slightly used. Please do not return half-full or empty bottles. 
  We suspect misuse, including excessive returns or fraud. 
  The product is not returned in the same product packaging in which it was received.
  
  You have still not returned the product but, instead, sent us photos allegedly of the box and product.
  
  Upon examining the photos, however, the images of the box do not show damage consistent with a product being broken during transit and its the clear the product photos have been altered using photo-editing software.
  
  For these reasons, we will not be offering a refund.
  
  Were sorry if you are dissatisfied with this outcome, but we hope you enjoy your Maison ********************************* Aqua Celestia cologne.