ComplaintsforSeint

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up with this company to purchase makeup, they give a return policy for unwanted product, found out makeup does not work for me, sent back for refund, only got partial refund back do to fine print not produced on return policy, then getting a a reaccuring charge every month on my credit card, after I had already asked for all further charges to be cancelled, I am still getting charged a monthly fee. I have now as of today 06/07/2024 had to cancel the card to stop the charges from occuring any more, this is a terrible way to do business. There are no phone numbers to speak to anyone about this, only online chat bots and emails. According to your website, this seems to be the only way to get any resolve from this company which is a very sad thing.

  Business response

  06/07/2024

  Seint's artist kit return policy is clearly listed on our website under 'Artist kits':*************************************************************

  'Artist Kits
  You may return your Artist Kit within one year of purchase for a refund of 90% of the purchase price. Artist Kit must be returned in its entirety; all items must be unused and in resalable condition. You are advised to insure the package for $200, as Seint is not responsible for lost shipments. Original shipping and handling fees will not be refunded.'

  This artist did not return the artist kit unused and was partially refunded. 

  This artist account was never closed due to the fact that we need verbal confirmation that they are aware of our cancelation policy and would still like to proceed with the cancelation of their account. This notice was at the bottom of the email in bold letters, letting this artist know we need confirmation before we can proceed.

  "In order to fully close your account, and stop fees from reoccurring, we need you to reply to this email with confirmation."

  No subsequent email followed with confirmation and the account was left open. I've taken this report as confirmation and cancelled this artist account, as well as refunded the past 3 months of back office fees. 

  $182.36 of the reunion ticket was refunded and cancelled on February 14 2024. $30 cancelation fee was not refunded but I just refunded the additional $30.  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Seint Beauty has been charging me $12.95 a month on an account that hasnt had orders since June 2022. I have emailed them numerous times to cancel this account and have received no response. There isnt a phone number on their website for me to call to contact them. I tried to delete my credit card from the account but their system will not let me.

  Business response

  04/18/2024

  We apologize your artist account has not been cancelled. I've cancelled your account and refunded you four months of back office fees. The refund will show up in your account in 2-10 business days. 

  Customer response

  04/18/2024

   
  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.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order #*******. They sent tracking information that I found out was fraud. I contacted the seller twice with no response. I contacted my artist, ********************* via text and email with no response. I think this is huge fraud.

  Business response

  01/04/2024

  Customer placed order December 26. This order was shipped on December ****************** transit to shipping address: *******************************************************************************

  Please reach out to us via contact form if your order doesn't arrive by January 8. **********************************************************

   

  Customer response

  01/05/2024

   
  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

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on December 21, 2023, with an initial delivery date set for December 26, 2023. However, the delivery dates were subsequently rescheduled to December 27, 2023, December 28, 2023, December 29, 2023, and finally reaching January 1, 2023. Despite raising three tickets with Seint in an attempt to address the issue, I have yet to receive any email responses from their customer service. Considering the substantial amount of $402 spent on my order, the lack of communication and the continuously changing delivery dates are highly frustrating and unprofessional. I have formally requested either a prompt shipment or a full refund, and if this matter is not resolved, I am prepared to take my business elsewhere. While I appreciate using Seint products, the absence of adequate customer support diminishes my overall satisfaction with the company.Invoice #******* Order Date12/21/2023 Customer *********

  Business response

  01/01/2024

  I'm sorry your order is delayed. Our packages are shipped in 2 stages. *** picks up the shipment, and then initiates a transfer to **** for final processing and delivery. 
  *** algorithms are set up to indicate an ETA every day until shipments receive delivery scans. It looks like the order is en route to a **** facility, and will be scanned by them once received. It could be delayed due to an influx of shipments carriers are currently processing. If you do not receive your order by Wednesday January 3, please reach out to our customer service team so we can get a replacement order entered for you. **********************************************************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made my first purchase with the promise returns were accepted within 30 days. After trying the makeup and brushes, I did not have the right color and did not like the particular brush I ordered. I went to initiate the return within the 30 day **** (so I could exchange for the right products) and it wouldn't let me because certain products I purchased at FULL PRICE went on sale after my purchase. So now I am stuck with products I do not like simply because of the timing of my order. This is not fair, this is not right. How was I supposed to know that these items would go on sale and then returns would not be accepted? This is fraudulent. They can look in their records and see I purchased at full price and did not order cheaper duplicates, so this is not acceptable. I was told by customer service in email that I could return anything in the online returns section that was selectable (that wasn't ****ed as not eligible). Because I was trying to recoup some money where I could then, I returned an unused pallet. I was out so much money due to no fault of my own. Well they refused to refund me on that citing those pallets were not returnable. What? No, I want to return and get a refund as promised. What kind of business practice is this?

  Business response

  12/28/2023

  This customer returned a total of 3 items. They were refunded in full for the 2 items that were eligible for a refund. This customer also returned a non-refundable palette that was purchased with palette credit. As per Seint's return policy, this item is not eligible for a refund. *************************************************************

  However, I've made an exception in this case and refunded the amount paid for the palette, $7.00 ($7.56 with tax)

   

  Customer response

  12/28/2023

   
  Complaint: 21063572
  
  I am partially rejecting this response because I should also be allowed to return the Blend Brush that I purchased at full price before it went on sale. I understand why the company may have put this safeguard in place; to prevent people from returning and repurchasing as a discounted rate. However, this is a risk in business and needs to be mitigated differently. It is unethical to offer returns without a provision of exceptions under certain circumstances. As noted, you can see from my order history that I did not repurchase this item later once it went on sale. As such, the return policy at the time of purchase should be honored. I purchased with the promise of these things being returnable within 30 days.
  
  Sincerely,
  
  ***********************

  Business response

  12/29/2023

  The Blend Brush would have been fully refundable if it had been returned with the other items. As stated in correspondence with the customer through customer service email, since her order was not purchased on sale, her order was fully refundable within 30 days. This order was delivered on November 21 and is now outside of the 30 day return policy. I can make an exception and offer a full refund of the brush if the brush return is postmarked by Wednesday January 3. Return shipping costs are covered by the customer. 

  Customer response

  01/03/2024

   
  Complaint: 21063572
  
  I am rejecting this response because: The response is untrue/incorrect.  The Blend Brush, among other items in the order, was marked as "not eligible" for return even though it WAS within the 30 day window. That is the whole point of me filing the complaint in the first place. I contacted customer service on December 14th asking why it was not allowing me to select certain items to return because it was still within the 30 day window. They responded "The items that went on sale after you placed your order are automatically ineligible to select to return, if there are other items that are not blocked you can place the other items with them and they will be properly refunded when they arrive."  Again I am reiterating that I bought with a promise I could return within 30 days and there were no exceptions on these specific items I bought at that time.

  Also offering me a post-*************** to return as the same day the answer was received is not acceptable. I do not have time to run to the post office before they close. I am East Coast and I work 8-5. 

  In addition, I should not have to pay return shipping again because not returning this item in my initial return was no fault of mine. I was told prior to sending in my returns that I could not return it! Send me a return label and give me a day to get this to the post office. That is what is fair and reasonable. Or just refund me the $40 and let's go our separate ways. I will not be purchasing in the future. 

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

  Business response

  01/03/2024

  This was resolved within Seint's customer service. The brush was refunded. 

  Customer response

  01/04/2024

   
  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

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I first placed my order On 11/25/2023. My original delivery date was 12/08/2023, it then changed to 12/09/2023, 12/11/2023, and then finally 12/12/2023. I placed 3 tickets with Seint, trying to reach them over the matter, whether my package was lost in the mail or if there was just a delay. I have not recieved a singular email from customer service. I spent $130, on my order and would really love to try the product. However, no one has reached back to me about if my order will be cancelled, if I will be reimbursed, or if they will just ship me a new order. This is extremely frustrating and unprofessional considering their company has been around for years. I want the matter resolved immediately, considering the amount of money I spent on the package. I want to have a new order sent to me since I haven’t recieved anything and it has been 16 days now since i placed the order. . If i cannot be delivered a new order I want to a full refund. I cannot believe that no one has responded.

  Business response

  12/12/2023

  My apologies it has taken so long to respond to your ticket. We are currently working through an influx of inquiries due to the holiday time and I appreciate your understanding. 
  Our packages are shipped in 2 stages. UPS picks up the shipment, and then initiates a transfer to USPS for final processing and delivery.  UPS algorithms are set up to indicate an ETA every day until shipments receive delivery scans. I know that is frustrating as a customer. 

  It looks like we've responded to your ticket and need you to confirm your shipping address before we can proceed with a replacement. Once that is done, we can get your replacement sent. Thank you!

  Customer response

  12/12/2023

   
  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. However if it is not resolved, I will submit a new complaint. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/08/23 - Purchased $328.54 of Seint products, order #******* DISPUTE: ACCORDING TO THEIR WEBSITE A RETURN LABEL OR QR CODE WILL BE ISSUED. REQUESTING $124 REFUND AND RETURN INSTRUCTIONS.8/07/23 - Started partial return/product swap request - never received return instructions.8/08/23 - Started additional partial return request - never received return instructions.8/14/23 - Contacted 'artist' for resolution help. She apologized but couldn't offer help.8/15/23 - 30 day deadline to initiate return.Between 8/15/23-8/23/23 used contact form on website to inquire about return instructions and still have not heard back.Here's the EXPECTED TURNAROUND TIME FRAME from their website (cut and pasted):We're here to help If you cant find what youre looking for in our FAQ, please contact your Artist or use the form below to contact our ASK Team and we will get back to you within 2 business days.Seint RETURN policy from their website (cut and pasted):Start a Return Your Order # can be found in your order history, packing slip, or purchase confirmation email.You will have the option to print your return label or have a QR code emailed to you. Simply show this QR code at one of the **** locations to have the label printed for you. Note: Please allow up to 3 days for your return request to be approved. An email from ****** will arrive with your return instructions.Once we receive your return, well send an email to confirm we have received your order and processed your refund. Your refund will be credited back to your credit or debit card within 3-5 business days of receiving your return. Note: A $4.95 return shipping fee applies to all returns and shade swaps.8/23/23 - sent email via ************************************ to inquire about refund request - still no response as of today 8/29/23. After I placed my order I asked a question through this same email address on 7/11/23 and received a response the same day.8/29/23 - again attempted help from 'artist'. Again, she couldn't.

  Business response

  08/29/2023

  I'm sorry this customer hasn't been responded to about the return. This was supposed to be returned to ** by August 17th. We can make an exception for this customer if they send in their return by Friday September 1, 2023. Once we receive their item(s), we can process the refund (as long as it's post marked by September 1). I resent the return instructions and QR code needed for the return to the email on the account. 
  
  

  Customer response

  09/04/2023

   
  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. That first sentence is pre-populated by the BBB. I will be satisfied when the refund is credited per Seint's refund policy. Please note Seint, that this is your first attempt to contact me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased product on 6/17. product shipped on 6/19. I still have not received my product. **** has clearly lost package. Product is insured but was told I have to wait three weeks. It is now 7/2 and my tracking number show no last location since the 19th. Seint has been paid but I have no product. This is poor customer service. I would expect by now a new shipment would have been sent. I am now to the point where If there is no response I will be contacting PayPal for a refund for now product received.

  Business response

  07/03/2023

  I'm sorry the tracking on this order has not updated since June 23. I've gone ahead and entered a replacement order in our system, order 7202701. 

  Thank you for your understanding.

  Customer response

  07/08/2023

   
  Complaint: 20265730
  
  I am rejecting this response because:
  The product as of today still has not been shipped out.  It has now been five days since company has said they would ship replacement. When do they plan on replacing this product. If this is not shipping I am am going to request a refund. It does not take this long!  Company has had my money since June 17 and is now July 8 with no product received! 
  Sincerely,
  
  *************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Seint make up through one of their beauty consultants on Instagram and was shipped product last fall. I started noticing some black what appeared to be fibers in my blush and didn't think too much of it because I thought it might be too due to the brushes. And then I noticed some fibers or hairs in the other cream products and at 1st thought they were due to my dog who sheds a lot. Yesterday I started pulling mass amounts of fiber out of all of the tins! Omg! I can't believe how much hair there is. I contacted my beauty consultant and she literally told me it was probably "environmental debris". She didn't state whether it was environmental debris from manufacturing or debris from my home but there's absolutely no way in a sealed container that this much hair got into this product in my home. I have emailed the company and sent them photographs of it of which I have a bunch. My beauty consultant seemed to think it was not a big deal and brush the whole thing off. The fact that she came up with the answer so quickly of "environmental debris" makes me think this is not the 1st time she's heard of this. The saddest thing is it's the only makeup I have with me on vacation and I actually like the effect that I get by it but now I'm grossed out by using it.

  Business response

  05/15/2023

  Cream makeup can definitely attract hairs and fuzz most commonly found on makeup brushes but also from the environment the makeup is stored in. This order was purchased in November 4, 2022 and does not qualify for a replacement. Cleaning the debris that attaches to your cream makeup is easy and tweezers can be used. It's also a good idea to make sure your brush is free from debris before dipping it into your cream makeup. 

  Customer response

  05/15/2023

   
  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. If this is an issue with the product stored in their own containers, it should be conveyed to buyers. I still find it hard to believe but I appreciate your prompt reply.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Return request on 2/3 2023 **** got box on 2/4 2023 on the way on 2/4 2023 at 1:24 pm. Back in warehouse on 2/7 2023 at 12:20 pm. I have tracking no.I have had no email on my refund order of around $270.00 being refunded to my account. I contacted Seint with no comment from them. I didn't like the quality of anything l bought. Now I'm afraid they will drag the return out over the 30 day limit. I received the box on 2/2 and.returned it on 2/3 2023 .I think I should have had a notice from them by now on my refund. I also think Seint should have a.customer service you could take to for problems whey they come up thank you for your time.*******************************

  Business response

  02/28/2023

  Thank you for reaching out with your concern. I have checked our records and the order was in fact placed on 1/28/2023 totaling $252.28. According to our merchant account a refund was processed for a total of $-247.03 on 2/13/2023 to the original form of payment. Please let us know if you have any other questions.

  Customer response

  02/28/2023

   
  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.
  
  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. ↩