Complaintsfore.l.f. Cosmetics

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have emailed them several times about my items being wet and damaged and asked about the refund. They have refunded me for one item meanwhile that item leaked and got on the other products and inside the packaging as well and I have shown them the proof with photo of everything wet and damaged. They have said I got a refund but I only see for that one item. My order number ********!

  Business response

  05/09/2024

  We apologize for any inconvenience.  It looks like the refund was not processed in full due to an error. We have refunded the balance of the order. We do not any additional correspondence requesting the balance of the refund. Thank you for your patience and understanding. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an online order. I used promotional codes that were accepted by the website. I followed all requirements of the promotional codes in order to use them. I then paid and received a confirmation e-mail for my purchase. Two days later I was sent an email saying my order was canceled. I just want my items that I paid for.

  Business response

  01/24/2024

  We are sorry for any inconvenience or confusion that a technical error on our website caused with respect to the Here For The Haulidays Bundle (the Promo) and we thank our consumers for bringing this to our attention.
  
  As noted on our website, the Promo required consumers to purchase all of the items in the bundle to qualify for the Promo pricing. Due to an inadvertent technical error on the website, consumers were able to remove required items for the bundle from their shopping cart but still maintain the Promo pricing.
  
  Before submitting an order, consumers are required to accept our Purchase and Sale Terms (linked here), which states Completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us. Following receipt of payment from you, we will ship the products and send you a shipping confirmation, which will constitute our acceptance of your order. Prior to shipment of the product(s), we have the right to decline an order for any reason, including legal and regulatory reasons. If we are unable to accept your order, we will inform you of this and will not charge you for the product.
  
  Consumers who were able to apply the Promo pricing without satisfying the requirements of the Promo offer (e.g., not having each required item) had their order cancelled before acceptance by us. Consumers were not charged-a pending authorization may have shown on consumers credit card statement, but consumers were not actually charged. Consumers also likely received an automatic confirmation email after submitting an order (but not a shipping confirmation).
  
  Once the issue was discovered, we immediately notified all affected consumers of the order cancellation and, to honor the existing Promo, provided consumers with two new valid promotional codes to use.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I put in for order ******** and I had a military discount for 25% and the two different blush that I brought did not take off the discount I contacted the business but they did not answer I also know there aren't any exclusions for the make up I brought this company as well is purposely keeping certain individuals from fully benefiting from a full discount this is very discriminatory, bias behavior thanks

  Business response

  01/09/2024

  Please note that a $3.75 refund was issued on 12/25/23 for the 25% off for the blushes, to the original payment method, and the consumer e-mail was responded to.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed the order number #*********** on September 6th. I ordered 5 products but only 4 arrived. A concealer was missing. I try to contact an Elf, but he doesn't answer me. What can I do to resolve it.

  Business response

  09/21/2023

  We are confused as to how/why this has become a complaint. The consumer contacted us on Sept. 20 at 5:09 AM local time and was responded to at 6:36 AM with the following response:

  We are sending the item(s) to you as quickly as possible. You will receive an email with tracking information when the item(s) are shipped. 
  
  Be well,
  the e.l.f.Care team

  The reshipment order has already been shipped via Whistl tracking # ***************, this morning 9/21. Please allow an additional several days for tracking to update, reshipment to arrive.
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Time 19:30 (GMT+3) at 18th of april. - To sum it up, it was my first time ordering elf cosmetics directly through their website. i told my dad and he got convinced, he used his card in the checkout but it said payment failed and to review it. the total was ***** dollars but my dads card got deducted. the order didnt go through nor i received a confirmation email. i just need to make sure i didnt get scammed because im willing to wait i just need the order to come customer service hasnt responded either.

  Business response

  04/20/2023

  We are sorry for any confusion.  Please note that the order failed to process due to an issue with the credit card used. You may be seeing a "pending authorization hold," however the card was not and will not be charged. Please see the below information explaining what a pending authorization hold is.

  ABOUT AUTHORIZATION HOLDS
  An order placed via debit or credit card may trigger a hold on your available funds, equal to your order total. This is called an authorization hold. The money is technically still in your account, however the bank restricts it from use. This procedure ensures that the funds necessary to complete the transaction are available when the order is shipped, at which time they are completely deducted. Most holds last 3 to 7 days, however this can vary greatly from bank to bank. For more policy information, please contact your card-issuing bank or feel free to contact our customer service representatives.

  This would have been explained easily to the consumer by contacting our customer service department either by phone or e-mail and does not warrant a BBB complaint.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order that totaled $40.09 on April 1 2023 for E.L.F. cosmetics. The order number was #********. The tracking number was ***** ***** ***** *****. Three different dates were given to me for delivery. Finally ***** said they delivered the package on April 10 at 12:34pm and sent me a picture of someone elses porch with the correct house number but the wrong street. I emailed E.L.F. Cosmetics but received no response. So I tried three times to contact them by phone and all three times I was put on hold for anywhere between20-30 minutes after which all three times they hung up on me. How do you run a business if customers cant contact you. Ive order from them before with no issues but now I realize if there is an issue no one at that company really cares about the customer.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 30, 2023, I placed an online order from e.l.f. cosmetics (Order Number: ********) totaling $117.31. The order was delivered to my home address on April 10, 2023. I ordered two foundations in two different shades: ********* (Quantity: 1) and ********* (Quantity: 1).However, instead, I received two foundations in the same shade:********* (Quantity: 2).My complaint is that I never received *********. The product cost $6 before shipping and tax.I have attempted to contact the company via their customer service email and phone number. The phone number left me on hold and then they dropped the call without connecting on two separate occasions. I am awaiting a response to my email. I have attached a copy of my receipt as well as a picture of the products I received with the **** visible.

  Customer response

  04/12/2023

  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

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order from ELF cosmetics on December 27,2022. There was an option for express delivery on 3rd January. I selected that option and paid $24 extra. On 3rd January I called at ELF customer care service, the lady was so rude, she told me listen to me otherwise I will put u on block list. I never hear such kind of wording by any company in my whole life. I do not get any tracking information yet. I am travelling outside of ****** and no one can receive my order afterwards. My money of $89 will go to h*** because of this cheap company policies. They said they can not do anything now. I want refund as soon as possible

  Business response

  01/22/2023

  We apologize for the issue and will be conducting an internal investigation. We will be reaching out directly to you regarding this issue.

  Customer response

  01/23/2023

  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

  12/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered product as part of a pre black Friday deal and had two day shipping but never got it. I was told I could get a refund then responded to saying I couldn't unless I returned the items I never got? The email responses have been so slow and disjointed it's worse then communicating with a robot. Almost a month later and nothing. So annoying just refund me please.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a long time customer, and have ordered many products from elf. In fact, I am an icon member because of how much I spend on their site, and I hope to continue to do so, but I am unsure I will be able to if elf doesn't fix their customer service - or lack thereof. I rarely have issues with my orders, but when I do it is impossible to get ahold of elf. I tried the chat function on their site, but it doesn't work. I have tried to contact customer service various times about issues (such as my mint foaming cleanser's pump breaking after I had been using it for only a week or two, issues with their app causing charges on my card without any record of an order after I tried to order and got an error, which happened 2 times in a row - which I had to file a paypal complaint to fix and even then did not receive the full amount back, it was rounded down to the next lowest dollar - and most recently, an issue with a product being different than the description on the website. I have NEVER been able to get a customer service representative using their live chat (the bot says "no one is available" no matter what day or time you try, then says it will file a ticket, but doesn't and says it's going to give you a case number but it then just says "(CASENUMBER)"), so I moved on to their phone line. The phone line says "please hold while we connect you to our next available agent" for about 10 minutes then hangs up on you every time. So I tried the ticket system, and never heard back, and ditto with the email system. The only time I did hear back was the first time their app error caused a charge without ordering my items - at that time they tried to claim that the order did go through and keep my money, even when I clearly specified the order number they gave was a different one of my order and told them which items I tried to buy. They were rude, fixed the issue days later, then ignored me when it happened again, and ignored any other emails I've sent about other issues.

  Business response

  09/26/2022

  We apologize for the issue. All emails and chat cases are generally responded to within one business day. Please feel free to contact the consumer relations manager directly at *********************** for personal assistance.

  Customer response

  10/21/2022

  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:

  Just saying that they are generally responsed to within a business day doesn't change the issues I've had with contacting support. It is very hit or miss in my experience. You also have not addresses the phone number never connecting to a person and hanging up on customers trying to contact you.

   

   

   

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

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

  Business response

  12/07/2022

  Our phone system is working properly and our agents speak with hundreds of consumers daily. E-mail is also available at ********************************** for response. Agents work remotely and there may be some connectivity issues at times. E-mail inquiries are responded to within one to two business days. This is a complaint with no validity.

  Customer response

  01/27/2023

  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:

  If that's the case then why did I never receive a response. 

   

   

   

   

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

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

*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. ↩