ComplaintsforMakeup Monsters, LLC

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  1st order: Feral eye shadow palette. Arrived w/ all 3 shimmers shattered. Because of pit stop/reshipping, Menagerie washed their hands of any replacement. No future discount, or free shipping either.2nd order: Replacements for above. Arrived fine, but Wolfling didn't make subsequent reshipping. 3rd order: 2nd replacement for Wolfling refill pan. Marked Delivered by ******* never was. As *************** purchased (didn't dare otherwise, as store "policies" outline a callous), both Menagerie AND Route contacted.Again, Menagerie couldn't care less. Annoyedly pointed me to Route after several e-mails. Filed claim w/ Route, opted for replacement. Utter dismay when got refund ANYWAY -- for shadow ONLY. Now THEIR ridiculous "policy" replaces an item IN FULL (incl postage), but refunds ONLY product cost. And item sold out meanwhile!! What's THAT?!So, got $7.50, while shipping was over 100 % more; a steep $8!! In essence antagonizing a customer and making their experience utter S*** over EIGHT DOLLARS. So extremely cheap I'm lost for words!Umpteen mails between me, Menagerie, ************* later, still ZERO concern from seller. Again, no discount, no free shipping, not even a syllable of sympathy. Just plain ******************** Signed up for restock notification, but also asked 5 (!!) times, over 3 weeks, for approx when to expect restocking. Stonewalled. That's the LEAST they can tell me, now that I'll have to place a FOURTH order for it!! Waited since Oct 29 (order #*****).Demand restock date; at least approximate. Rude beyond any criticism, should be aired on any available billboards. Which it will be.Comparison: When happening w/ Melt order, asked to file claim w/ USPS Postal Inspectors, provide case #, promptly sent out replacements -- at value $116 + postage, while communicating in the warmest way!! BEST experience EVER.Deliveries made to locked mail room (entry only for residents) w/ personal, also locked, mail box units. Please help.

  Business response

  12/08/2021

  Items mentioned were damaged and/or lost during a third party transaction unrelated to our business. As per our store policies we do not take responsibility in refunding or replacing damaged items that occur via third party handling. However, you have been refunded for the cost of the damaged product through our insurance partner Route because a replacement was not possible at the time. Shipping fees are non refundable as is transparently stated in both ours and Routes policies. Our business has been fairly concluded. 

  Customer response

  12/09/2021

   
  Complaint: 16329907
  
  I am rejecting this response because:
  
  Apparently your reading comprehension needs bettering too. From my complaint:
  
  "Signed up for restock notification, but also asked 5 (!!) times, over 3 weeks, for approx when to expect restocking. Stonewalled. That's the LEAST they can tell me, now that I'll have to place a FOURTH order for it!! Waited since Oct 29 (order #*****).
  
  Demand restock date; at least approximate. Rude beyond any criticism,... "
  
  This is the 7th, yes SEVENTH, time I ask. It seems to be rocket science to you, or is it just too much bother?! You want money for that too, perhaps?
  
  N Carrera

  Customer response

  12/10/2021

  Hello, 
  I'd like to add the below to Complaint ID: ********. Can't find a way to do it on your web site, as I already responded to the company's answer there. 
  
  It should also be noted that several other ** based members of the makeup community on ******** I participate in have experienced the exact same thing w/ Menagerie's shimmers breaking. This is well-known. 
  
  PLUS, I am having the orders shipped domestically, so their argument is a) invalid and b) false. They've NEVER given a rat's *ss about my orders being messed up, in ANY way. 
  
  Pls confirm this is added and taken into account just as well as all the rest. 
  
  Best, 
  N Carrera 
  
  
  In private, I received a two-faced retaliation e-mail from Menagerie, that in addition stated false facts. I'd like to add it, and my response, to the case. 
  
  Received: Thu, 09 Dec 2021 05:48:24 AM CET 
  From: Menagerie Cosmetics <**********************************> 
  To: ***************** 
  Subject: Re: Re: Order #***** // [Route] Re: Menagerie - RTC5QUA3AA2O3SU8PSCE20 // ************ Request #******** 
  
      As of today 12/8/2021 and after careful consideration my business partner and I have decided that unfortunately we will no longer be able to ship to you. As youre aware, all of your orders had delivery issues which is beyond anything weve ever seen for a single customer in the 5 years weve been in business. We have high standards on drop testing our products for durability, packing orders safely in multiple bubble wrap sizes, sturdy boxes with fragile stickers included and consistently have less than 1% order damage/loss rate per month. For some reason or another, your packages are just not surviving the trip to your country. Respectfully, we dont believe it is in either of our best interests to continue future attempts to get packages to you without high risk of damage/loss and a disappointed customer. For these reasons this decision is final but with the upmost respect we do wish you well. 
  
      Kindest regards, 
  
      *** & Jay 
  
  This is the last drop. I WILL get that Feral palette completed, and that means getting the Wolfling single when it restocks. Just know that. 
  
  And when I'm done, I will make sure everyone I possibly can reach, within the makeup community, knows about your shameless comportment. 
  
  Plus, you're wrong. The 1st order had issues which you say you had nothing to do w/, as it happened during forwarded shipping. The last order showed as delivered, while it was not. That's NOT all orders. This is pure retaliation, and we both know it. 
  
  Answer the **** question instead. When does your limit go AFA feeling any shame?? Outrageous!!! 
  

  
  

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