ComplaintsforTarte, Inc.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did two different purchases via tarte cosmetics official website on 8/6/2024. I bought three different sets in total. My husband's card was charged for both purchases. I did not received any mail confirmation (checked my spam), and my others aren't showing my tarte's account. However, the website prompts me to "buy again" the same sets. Finally, i was able to speak via chat with one representative called "*******". This representative told what so many have been told here, that my address and cvv were wrong and that the orders did not go through in hopes I took that for granted. But when I told her, and I quote, "if those where wrong your system wouldn't be able to get the funds from my bank account", she changed her speech and said it was a tenporary hold that should disappear in 10 business days. I told her no and that I want my products shipped ASAP. She said she would escalate to another team that would investigate. I asked her if they would get my products shipped and how long would that take. She said "certainly" and "24hrs". I feel I have been scamed like so many here. **** says the purchases went through correctly and that I should claim my products. Apart from that this is a gift for my sister-in-law's birthday, she has been asking for these for the last few weeks. I thought these would be the perfect gift for her to feel beautiful again after she got her las reconstructive surgery. Now, I feel me and husband should have thought it twice before buying from tarte cosmetics directly. Scam, scam, scam.

  Business response

  08/07/2024

  This customer has two orders that were successfully placed. Order ********* ********. We have voided the charges for both orders since the incorrect information was provided by our agent and she will receive both orders as expected. We have emailed the customer to let her know that both orders were successful and will ship out accordingly. We apologized for the confusion. 

  Customer response

  08/13/2024

  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 and the matter has been resolved. They did in fact shipped the items (they arrived today) and they cancelled any charges in my card.
  
  Thank you.
  
  
   
  
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to order multiple times the same product but keep stating that a should review my address or my cvv and I keep doing it but everything is correctly, nothing is wrong, tried with 2 cards and nothing, I dont know what is happening. I just wan to buy my products.

  Business response

  01/08/2024

  Hello,

  We have investigated the linked information in order to troubleshoot for this customer and are unable to find any failed or blocked orders using this information. We were able to discover that the phone number provided is linked to a Freight Forwarding business, which could be why we are not able to see this information. Shipping to Freight Forwarders is against our terms and conditions, as explained on *********. We suspect this may be the reason for these issues, so we would recommend shipping to a home address and always being sure to use a payment method with a US billing address, as INTL payment methods will not work on the US site. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I placed this order on tik tok shop using a new customer coupon. I placed this order while it showed no sign of low stock. To my surprise a few days ago I got a notification saying if the order doesnt ship out in a few days the order will be cancelled. However yesterday, my order for cancelled. I checked tik tok shop and Tartes website and these products are in stock. I am really upset as I lost the amazing sale price off tik tok but the products suddenly went out of stock. I am looking for my products to be sent out or to be able to reorder these products and pay the same price.

  Business response

  11/28/2023

  After receiving Ritika's feedback, we were able to find her account through the TikTok Shop app. We can see that ****** was able to successfully place (1) order on 11/12/23, order # ******************. We were not able to locate a second order placed 11/17/23 under this account with the details provided in the image attached to the complaint. We can find no record that ****** reached out to tarte customer service directly so that we could help resolve the issue. We have since reached out to ****** by email (from ********************************** and through the TikTok Shop app chat to confirm the (1) order received was not cancelled & had been delivered. Message below. To date we have not received a reply to either contact. We would like the opportunity to serve ****** again & would be happy to honor the price for the items in the order that was not successfully placed. 

  ******,

  I am sorry to hear about your experience placing an order with tarte on the TikTok Shop app. The message you received from TikTok Shop is their standard update for all orders that *** be taking a little longer than usual to ship, as was the case for your order due to the success of the Singles' Day Sale. You should not have received any notification that your order was cancelled, as we did have your items in stock. I apologize for any confusion!I have looked into this further for you & see that your TikTok Shop order ****************** was successfully shipped and delivered. Below is a snapshot of the **** tracking confirming delivery; tracking number **********************.I know how excited you were to receive your goodies and I want to make sure you have received your items. Please let me know if this is not the case.I look forward to hearing back from you. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a limited time deal that tarte was having for make up I needed for my daughters cheer competition. The order said approved, a hold was placed on my bank. This was 4 days ago. I got an update on my order saying it was in the warehouse to be shipped. Today my bank released the funds per tartes request. I tried the online chat and the rep pretended to find my order said both orders were fine but I didnt have two orders, when I told her she said shed report the extra charges to fraud ***** I explained to her there were no extra charges there are no charges even for my one order and I need to know its coming. She insists everything is fine. So I called tarte cause rep ****** has no idea. I talk to a second rep she said the bank released the hold, I explained the bank said tarte did. She says well the order is in pending status but is also approved. When I asked if I was going to get charged and my order she says no it will stay in pending status. So then she says she will cancel it and issue me a coupon but she cant do that another office has to. So here I am with no solution, no make up and having to worry if my account will be charged again.

  Business response

  09/25/2023

  This order was successfully placed on September 19th and shipped on September 24th. We can assure this customer that the order has shipped and is expected to arrive within the standard timeframe of 7-10 days. After investigating we believe the confusion arose from the way charges appear before shipping. When an order is placed a pending charge shows in the customer account, but we don't fully charge for an order until the order ships at which time the charge should "settle". No other action needs to take place except to wait for the order to arrive.

  Order tracking: *******************************************************************************

   

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I had 2 reps give me inaccurate information saying my order was canceled by Tarte and would not ship or charge me. I removed the money from my account to make a purchase elsewhere as the make up was needed asap and now my bank account overdrafted because not one but two of their reps did not know what they were doing and gave me inaccurate information. This is unacceptable!!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  04/01/2024

  The customer's order ******** was delivered and a full refund was issued due to the confusion on on our part. A refund of $72.36 USD was issued on 10/13/2023 back to the original form of payment for **************. 

  Customer response

  04/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying to order from Tarte for over a year and I've continued to get the same error at check out each time: Your order could not be submitted. Please double check your billing address, credit card number and CVV carefully so we can get you your order asap! Thank you for your patience!I've contacted customer services multiple times (06/02/23 and 08/15/23) with no resolve. I had tried to place orders through my phone, my laptop, my husband also tried to place the orders from his phone and laptop and got the same error. I was advised by customer service today 08/15/23 to clear my browser, which I had already done. In June it was because I was ordering 6 items or more. I wasn't. There have 3-5 items in my cart each time. I was a loyal Tarte customer for years. The customer service is terrible and I've never been given a resolution to my issue that is actually valid.

  Business response

  08/15/2023

  Hi there. 

  We can see that this person successfully placed an order today 8/15/2023. We made adjustments to her account as her address had been flagged by our Fraud Team previously for fraudulent activity. She should be fine to place future orders. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14 2023 I attempted to order from Tartes website 3 maracuja juicy lip plumpers, 3 maracuja juicy lipsticks, 1 FULLfill framer brow pencil, and 1 shaper sponge. The order after tax and shipping totaled $200.09. When I went to complete the order it was denied and I got a message saying Your order could not be submitted. Please double check your billing address, credit card number and CVV carefully even though all of my information was correct. I had first tried to pay with Apple Pay, I decided to try one more time with PayPal but the same thing happened. Both orders were marked as Failed on Tartes website under Order History/ Order Status, however both attempts put 2 pending charges on my bank account. I have never shopped at Tartes website before, I had just made an account before attempting to buy, I did not exceed the limit on how much product can be bought at one time, and I am not a reseller of any kind on any platform. I would like an explanation as to why my orders are being denied yet Im still being charged for them.

  Business response

  07/18/2023

  We have checked with our Fraud Team & previous fraudulent activity was linked to information used on the order. After investigating further we found this customer was not linked to the fraud so we have ensured they are no longer blocked from ordering with our sincere apologies.

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I tried to order from Tartes website again on July 20 2023 after the business responded and apologized for blocking my order and claimed that I could now freely order from their website. After trying once I can confirm I am still blocked from ordering even though the business said it was a mistake on their part that had been fixed. Nothing has been resolved as far as I can tell and I would like to be able to order from Tartes website in the future as the business themselves have already stated that Ive done nothing wrong. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ****
  
  
  
  
   
  

  Business response

  07/31/2023

  We have made adjustments to this account and they should be able to place a new order. We have also communicated to them directly via email with no response. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In the last couple months, I have made numerous attempts to place an order during two different sales and every time I get the error message "Your order could not be submitted. Please double check your billing address, credit card number and CVV carefully..." I entered all of this information correctly, as every single order attempt has hit my bank as a pending charge. Also, I have successfully placed orders in the past using the exact same information and had no problem. All of customer service's suggestions of clearing cookies, cache, and web history, using an incognito window, or using a different device have not worked. I've also tried different browsers and credit cards. This appears to be an error on the side of the business, not the consumer. I've built up over ****** reward points and can't use them because of this issue. I know they limit sizes of orders but I can't even order 1 item without this error.

  Business response

  05/05/2023

  Hi,

  It appears our processing system flagged & cancelled your order for violating our terms & conditions as stated on our website *************: you may not sell or resell any of the products, services, or samples that you purchase or otherwise receive from **. Customers may not purchase more than 6 units of a single item in one transaction &/or within a 24 hours window. We reserve the right, with or without notice, to cancel or reduce the quantity of any orders that we believe, in our sole discretion, may result in the violation of our terms & conditions.
  
  We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to make a purchase through the Tarte cosmetics website using my card attached to my PayPal it each time it showed the payment didn't go through and directed me back to payment. It took the money from my account but did not show a confirmation number for my purchase charged me two times one for $155.07 and again for $170.85. I contacted tarte and showed where they received my payments and they said they did not. I want a refund it's over $320 the scammed me out of. I came here to realize this is a common occurrence with Tarte Cosmetics.

  Business response

  05/11/2023

  Hi *****,

  We have an update from PayPal on your inquiry. The reason we had a difficult time finding the charges, as they had been reversed.

  This is the first authorization ************* Jan 13, 2023 08:51:29 PST $170.85 status is Reversed

  This is the reversal of the first auth transaction ID ************* Jan 13, 2023 09:11:33 $170.85 PST status is success.

  The second auth is ************* Jan 13, 2023 08:59:45 PST $155.07 status is Reversed

  This is the reversal of the 2nd auth transaction ID ************* Jan 13, 2023 09:19:49 PST $155.07 status is success.

  The transaction IDs above can be sent to your banking institution/credit card company and they can trace the reversals.

  We apologize for the issue and let ** know if you need anything else.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the last two weeks, I have made at least 17 attempts to place an order during two different sales and every time I get the error message "Your order could not be submitted. Please double check your billing address, credit card number and CVV carefully..." I entered all of this information correctly, as every single order attempt has hit my bank as a pending charge. Also, I have successfully placed orders in the past using the exact same information and had no problem. All of customer service's suggestions of clearing cookies, cache, and web history, using an incognito window, or using a different device have not worked. I've also tried different browsers and credit cards. This appears to be an error on the side of the business, not the consumer.

  Business response

  10/11/2022

  Hi there,

   

  This customer was reached out to directly on 10/7/2022 and we provided her with a promo code to receive the same discount offered during the promotion she was having an issue with. 

   

  We have not heard back from this customer but she should be good to place an order on our site. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to purchase some beauty products worth $29 and upon checking out, it flag as my card was unable to verify and to call customer service. **************** unable to figure out what happened why this happened. I tried another purchase for same amount and it says the same thing upon checking out. What I dont understand is why my card is being charge for it eventhough the order didnt go through. This happened multiple times with me in the past and customer service never bother to contact me back about this matter. They couldnt figure out whats wrong and told me before that someone will contact me to explain the problem. Its been months and never heard from them. I thought that their online shopping is ok now, so after few months of not making purchases, I attempted to purchase $29 worth of concealer today wrongit happened again and customers service cant help me.

  Business response

  07/11/2022

  Hi there, 

   

  We are so sorry for the difficulties in ordering. Your card is not charged until your order ships, what you may have had pending on your account was a pre-authorization for your order. These drop away in 7 days or less as they are temporary holds. 

   

  Let us know if you need anything further! 

*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. ↩