ComplaintsforLaura Geller Makeup
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Complaint Details
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Initial Complaint
09/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Aug. 7 2024 I ordered make up from Laura Geller company. My money was taken by the company but I never recieved the product. There is a phone # that is not in service and they quit responding to my texts. The tracking # I have just keeps setting in the same place with no movement. I do not know where to go with this or how to either get the product or a refund. A refund would be preferred since I do believe that this is a very shadey com pany.Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the baked fair skin foundation. Purchase and payment was successful, although the mailing address review is incomplete. Its missing the ** *** ****I would love to recieve my purchase. I tried updating it. Can this issue be corrected please, and thank you! ************* is my numberBusiness response
09/06/2024
Hello *********************************,
Sorry if the address on your order did not enter complete. Once most orders are placed they can not be edited or changed as processing starts immediately. We have created a reshipment order to the below correct address for your free of charge.
***************************** ** *** *** ******************** ************* ***************Reshipment order ***********
Attached is the confirmation email that was sent for the above order. It was sent to this email - *******************
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on website 7/2/24 for Laura Geller and my credit card was charged $56.68 for product. The credit card statement shows SP Geller ******** with the reference number *****************. I tried reaching out to them but nothing has been resolved. Would like refund if product is not going to be shipped.Business response
09/06/2024
Hello ***************************,
We sincerely apologize if you did not receive your recent order #***********
Looks like your tracking number does not show any movement or updates since 07/03/24
********************************************************************We are also showing that you filed a chargeback for this lost order. We have went ahead and issued a refund on the lost order as a chargeback was filed.
You should see the refund reflect on your billing / payment info as part of the chargeback resolution for this lost order. We are very sorry that it did not work out.Initial Complaint
08/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I was promised free shipping was charged $2.00 four times on one order. I was also promised a $10.00 credit on the purchase by entering a code. I tried 3 Times the code Was unsuccessful. I contacted the company everyday since august 12th asking to be credited. Today they said they are not capable of giving me the $10 credit nor the $8.00 charged for shipping because they arent affiliated with free shipping and i would need to contact my bank which I have done. I am disputing the $18.00 I was charged.Business response
08/23/2024
Hello Ms. *****************************,
My apologies for any inconvenience that this matter may have caused. I have reviewed your recent order and am showing that you were charged a ground shipping fee as your recent Laura Geller beauty order was below $40.00 USD.
As per our shipping policy - which you can review in detail here - ************************************************************************* - only orders that are $40 USD or higher qualify for free ground shipping. Any orders under the $40 USD threshold a ground shipping fee of $6.99 is applied on the order.
Order - #**********
Double ************************************* shade - fair
SKU: 0104-0022011B
Order total: $24.36Attached is your order confirmation which shows that the shipping fee was only applied one time NOT three times.
Also, you had coupon code ***** already applied on this order which is for 10% off not $10 dollars.
You can see the coupon applied in your order confirmation email attachment as well.As a one time courtesy I went ahead and refunded you $6.99 for the shipping charge as of today 8/23/24.
I have also attached proof of the refund confirmation email that was sent to you today notifying you about this shipping refund.
You should see it reflect on your billing and payment information within 3-5 business days.Thank you!
Laura Geller Beauty!
Customer response
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased liquid foundation on 7/30/24 for $23.98. I received lightweight tinted moisturizer instead. There is no customer service telephone number, so after a few rounds of online chats I was told they were in the process of changing their packaging the foundation was the same as the moisturizer. They claimed that I received the correct product. Its a scam. I attempted to get a refund but would have had to pay return shipping. Decided to cut my losses with them and report to the BBB. Im looking for a full refund including shipping.Business response
08/23/2024
Hello,
My Apologies for any inconvenience that this matter may have caused.
I checked on your order #********** for the Quench-n-Tint ******************** and this product is actually listed as SHEER to LIGHTWEIGHT coverage on our product details page for it on the website. Please see the link for the product page - *****************************************************************************************************************************
I have also attached a screen shot of the listing details where you can see the foundation as listed as both a moisturizer and a foundation with sheer to light coverage.
Also, my apologies again for any confusion but you would have not had to pay for return shipping on this order as we allow you to keep your first 2 returns only.I have went ahead and issued a full refund on this order as you were not satisfied with the coverage on this foundation. I attached proof of the refund email that was sent to your email today.
You should see the reflect on your billing and payment info in 3-5 business days. Thank you!
Laura Geller Beauty
Customer response
08/26/2024
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 and the matter has been resolved.
Sincerely,
*****************
Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Re: Order # ********** Upon receiving order, the **************************************************** in the Porcelain color shade was found to be severely damaged in the package on arrival. After multiple unsuccessful attempts to use their automated return system, I sent greater than six emails which included photos of the damaged item, requesting assistance to return broken item and get an identical replacement due automated system not working. Continued to get similar automated responses all directing me to use automated return/exchange system that DOES NOT WORK. Emails were replied to by "************- Customer Experience Specialist" and **************************************************** yet they continue to instruct me to use a return/exchange system that doesn't work, and never address my repeated concerns of my inability to complete the return/exchange through the automated system. This is the second order purchased through Laura Geller. First experience was similar with unsuccessful return/exchange. Eventually just ended up keeping the items and was out the money. This new order was to get the correct shade of item that had been the wrong color, chosen after following the color choosing guide on the website. It is blatantly obvious to me now that was NOT the case, as the inability to use the automated system has failed yet again, and am still not able to get a response from Laura,Geller company. I refuse to be out any more money from this company. These issues appear to be deceptive business practices as ultimately the customer is forced to give up and be out the money and/or product they desired, due to the system not functioning properly and lack of response from customer support. I am writing to ******************** in the hopes of resolution to return the damaged product and replace it with an undamaged identical product.Business response
08/26/2024
Hello ******************************,
My apologies for any inconvenience that this matter may have caused. I checked on your recent order () for the color correcting foundation.
I do see you initiated a return with us for this item. I believe an error occurred within our system when processing this request. I went ahead and issued a FULL refund on this returned item as of today. I have also attached a copy of the refund confirmation email that was sent over today.
You should see the refund reflect on your billing and payment info in a few business days. My team will also be reshipping the foundation to you free of charge.
Thank you for being a valued Laura Geller customer!
We appreciate you.
Best************
CX Operations ManagerCustomer response
09/02/2024
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
08/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Website order placed 7-25-24. Credit Card charged.7/29/24 emailed for order status based on this tracking info:Tracking #********************************** Carrier Pitney ***** (final delivery by USPS)Reference #*** Ship Date Jul 26, 2024 DateTimeActivityProcessing Location Jul 26, 202411:28 AMElectronic Shipping Info Received-Jul 26, 202412:00 AMLabel Created Response: "***** ******** *** ******** ** ******* *** ** *** ***** ****** ****** *** *** ***** ** ***** ** ******** **** ***** *** **** *** **** **** *** ******** ****** ***** ** ** ** ** ***** ** **** *** **** ******** ** **** **** ****** *** **** ** ** **** *** ************ **** *** ***** ********** *** **** ** ** *** ******** **** ** ******* **** ***** *** ********* *** **** ******* ***** ******** *********** ** **** ***** **** **** ***** *** ******* *** ** *** **** ** ********** **** *********** ******** * **** ****** ** ********* ****** ***** *** **** ** *** ******* ****************************************************************** *** *** **** ** **** ***** ****** *** **** ******** *** ******* *** **** ********** **** ******** ***** ****** ***** *** ******* *** ***** ** **** **** * **** ******* ***** ** ***** *** ** *** ******** *** **** ******* ** ******* ********* **** *** ***** ****** ******** ********** ******** ***** ****** ******* *** ***** ****** **** **** ********* ********** ***** **** * ********* ******** **** ** ************ ****** ***********************Customer response
08/15/2024
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
08/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I saw Laura Geller advertised on Good Morning America Deals and Steals on 7/24/24. I placed an order with Laura Geller and got my shipping confirmation email on 7/26/24. The order was delivered on 8/1/2024. All items were ordered for my mother. She wants to return all items. Laura Geller has an automated return link where you type in your order number and email or zip code. The link is not working. I type in the information and it says "Order Not Found". I've reached out to Laura Geller three times and they still have not helped me with the return. I cant call them as every phone number you can find on Laura Geller is not in service. All I want to do is return the items, which are eligible, but I can't get any assistance with initiating the return as the provided automated return process is not working. Can you please step in and help me with getting a response from Laura Geller and the return? Thank you.Customer response
08/08/2024
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
07/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Purcased items on Laura Geller website. They said in email 3 business days to ship. Then I got another email that says 5 business days just to ship. Its past these times & still not shipped. Why so long to just get order in mail? Not sure this is legit business. Buyer beware.Initial Complaint
07/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed my order on July 2, 2024. Today is July 17th and have not received my order. I tried to contact customer service. Received auto reply. There is no answer on my order. I dont know if my order is lost, back ordered. My credit card was charged the following day. I hesitated placing my order because of bad reviews regarding shipping. I took a chance and wish I didnt. I want a full refund and order cancelled!Customer response
07/18/2024
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,
***************************
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Customer Complaints Summary
138 total complaints in the last 3 years.
93 complaints closed in the last 12 months.