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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased this product in hopes the product would be as great as all their ads claim. I received the product on Friday 9/1/23 and was excited to immediately try the product(s). The first thing I noticed is that the products kind of smelled like craft glue, but I applied them anyway. After just one application it was clear these products were not good, they went on poorly, had the consistency of crayon. I immediately requested a return, but was told I could not return them because I had used them. How would anyone know if a product is good or bad without trying them? Instead they offered me a credit, why would I want a credit for a product that is not good? If the company truly stood behind it's products they would offer refund if you didn't like the product. SCAM
Business response
09/14/2023
Ogee's full return policy is available to view onsite pre-purchase and we encourage our customers to review our online policies before making a purchase to ensure they agree to the noted terms of their purchases: *********************************************************. While our return policy is that we are only able to accept unused products still in their original packaging within 30 days of purchase, we communicated with the customer via email and made the exception to authorize a used return. We received the order back in return, and refunded the customer in full back to the consumer's original form of payment on 9/13/23.Customer response
09/14/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
03/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order number OG100427936 On March 4, 2023 I paid $126 usd for a makeup kit called Ogee ******************* and after giving it a try I discovered that even the packaging is beautiful the product doesnt work for me. The makeup fades away in less than 1 hour. Being a high class makeup this is unacceptable. I went to their return policy and they only accept unopened items. How does that make sense? Why would you want to return an unopened makeup item? Please provide support to get my order refunded the items are barely used a couple of times. This has been a huge dissatisfaction and disappointment.Business response
04/03/2023
This customer reached out to us after creating this BBB complaint. They read our return policy after using their set and were unhappy. As a general reminder, when you make a commerce purchase you are automatically agreeing to that "store's" posted return policies, even if you have not taken the time to read them. ********************************************************* as a small batch, certified organic brand we do not mass produce our product, do not resell items shipped to consumers due to their personal nature of use, and our posted return policy is unused and unopened for a monetary refund.
I have attached this consumers contact thread with support. We have offered them an exception to our posted policy to make an exchange. We are not refunding this consumer since they have been given a code for the value of their order for future use on ogee.com.
Please review communication and close this "case".Customer response
04/04/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************** *************Initial Complaint
02/27/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I spent ****** on products and the product was the wrong match. I have written to them ten times as of today to get a resolution and nothing. I am requesting a full refund.Business response
04/03/2023
Hi, I am the Director of ****************** at Ogee and I direct our Customer Experience / Support Team. We are in the middle of aggressive company growth and have hired 5 additional support agents YTD to continue to meet our volume of customer outreach. We have an auto responder on our help desk indicating that it will take multiple business days to receive a reply.
As a digital company, our full return policy and instructions are available to consumers 24/7 on our site here: *********************************************************, as well as in Shopify's checkout policy links and our FAQ page. We have an unused in original condition and packaging policy and we made an exception to refund this consumer in full.
Consumer first reached out on 2/24 (after business hours and we are a small brand and are closed on the 25th and 26th) and was served our autoresponder indicating we were facing a high volume of tickets. The support team emailed her a detailed reply on 3/7 offering her a comp exchange. We had paused on the reply, as we began getting communication from BBB on 3/3 regarding this consumer's complaint.
This consumer placed this complaint with you around this time and has been refunded in full at this time.
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