ComplaintsforMake Up For Ever

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My package got lost and after calling in they reshiped it.I wanted to get my refund so I shipped the replacement and original package was found so I also shipped that one on my own expense. Still haven't received my refund for my order and after disputing my charge with bank the complany claims that in the reshipment I put cosmetics that dont belong to them and they cant refund my order .The reshipment was never opened since I wanted my money back and just put the new label on to ship it back. I have been waiting 3 months to get this sorted out and business is not willing to take any responsibility and refund my money back .I do have pictures of the boxes and tracking number saying the packages were delivered.Not sure what they received in the warehouse and why they claim I put something else in the package.I would never ship it back if I would know I am not going to have products and money back

  Business response

  07/15/2024

  Although our records indicate that we have not received the full order returned to our facility, a refund has been issued to the customer. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered 4 lip liners from this business, and only received 1. Upon contacting them, they made me send photos of the package, and the inside of the package, and what I received for proof my items were missing. After sending the photos, they still havent sent my missing items that I PAID FOR. And refuse to give a refund.

  Business response

  06/24/2024

  We regret any inconvenience experienced by the customer regarding their order, number ********. Upon initial contact with our *************************** on 6/17/2024, the customer reported that three lip liners were missing from their package. As part of our standard procedure to investigate such matters thoroughly, we requested photographs of both the package contents and the exterior shipping box. This information assists us in conducting a comprehensive review, which typically takes 3-5 business days to complete.
  Despite a follow-up request sent to the customer on 6/20/2024 for the necessary documentation, we did not receive a response until the customer called us on 6/21/2024. At that time, we proceeded with a replacement order as a goodwill gesture, even though the requested information was not provided.
  Despite our efforts to resolve the issue promptly, we have yet to receive the requested documentation for our records. Nevertheless, we took proactive steps to replace the missing items without delay or refusal to resend or refund. We value our customers and strive to address their concerns promptly, notwithstanding any deviation from our standard procedures.
  We appreciate the customer's business and regret any miscommunication that *** have occurred during this process.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called about missing order And requested refund. Investigation was taking so long and in the meantime, I received a package which I shipped back. I had to cover the expense of shipping it back. Shipped on April 17, 2024 and the status of the package shows delivered, but I never received my refund. I keep calling the business and there's no information they can provide other than just saying to wait or check with the supervisor

  Business response

  05/22/2024

  Our records show that the customer placed order ******** on March 23, 2024, which was subsequently marked as delivered with photographic proof on March 26, 2024. Upon the customer's contact on April 2, 2024, indicating non-receipt of the package, we promptly initiated an investigation with the carrier. It was communicated to the customer that such investigations typically require 7-10 business days for completion. Additionally, the customer was asked to confirm their full shipping address for a replacement order. Despite being informed of the reshipment process, the customer did not request a refund at any point.
  
  It is important to note that the customer only confirmed their address on April 30, 2024 after they were informed a replacement would be processed. Upon receiving the customer's response and despite the fact that the claim of a lost package was denied by the carrier providing proof of delivery, order ******** was processed at no additional cost to the customer and was successfully delivered on May 2, 2024. It appears that the customer must have located the original shipment and returned it, given that the second shipment was delivered after the date the customer claimed to have returned the order. 
  
  Given these circumstances, the customer received a second shipment at no cost, which remains in their possession. Accordingly, we would be happy to process a refund once they adhere to our return policy by returning the second shipment to our facility.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 10/06 for the following product: ** Skin Face Essentials Palette, Instead I received the ** Sculpting Contour Palette, they don't have a **************** number, so the only way to get in touch is via email. I sent them an email on 10/11 when the package was received and they replied with a case number (********) and asking me for stuff I no longer have like picture of the package box and shipping slip. Once I open packages I don't keep the boxes at home. I still have the item they sent me I don't have any problem sending it back as it hasn't been used I just want what I paid for or a refund.

  Business response

  10/25/2023

  On October 11, 2023, the customer contacted our customer service team through our web form, outlining issues with a recent purchase. 
  
  In adherence to our service standards, we responded to the inquiry within 48 business hours, sending a reply on October 12, 2023. Our standard procedure in such cases is to request detailed information and images that *** help us better understand and resolve the issue. Unfortunately, we didn't receive a response to our contacts until 10/25/2023. At this time, we provided the customer with a prepaid shipping label and processed a replacement order. 
  
  We remain committed to assisting our customers in any way possible to resolve any inquiries to their satisfaction.
  
  

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