ComplaintsforMakingCosmetics Inc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order with Making Cosmetics on 3/12/2023 ,and it is now June 21st my order has still not shipped. Contacted the company left a voicemail and never received a call back.There policy dont allow refund or exchange but yet my money has been taken and I have not received my products yet . Other people have businesses to run as well.

  

  Business response

  06/23/2023

  Hello,
  
  Thank you for reaching out to us , we have looked into the customer claim regarding an order that has not shipped from our facility. The order is awaiting payment from the customer, since order was not paid when submitted on our website. The payment method that was selected at checkout was bank wire/ check money order option. Once you click on this option on the checkout page there is information with the business name to address the payment to as well as our address to send the check.
  We show no communication from the customer for request of bank wire details or on status of this order.  The order is still showing in the customers account as created balance to be paid.
  We have reached out to the customer and requested the check number so that we can offer further assistance, at this time we are still waiting to hear back for the check number information. We also let the customer know that if they had not sent payment but had meant to pay with credit card to please place the order and pay for it an we will process and ship out right away.
  Thank you for your understanding, we require payment at time order is placed on the website  and will ship upon funds received.
  

  We hope that this is helpful and looking forward to hearing back from this customer to offer further assistance if needed. 
  
  Sincerely 
  MakingCosmetics Team

  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed a large ordernearly $40010 days ago, and had it shipped it **** I didnt receive shipping notification for several days, and when I followed up with an email to ask about it, there was no response. The next day, I got shipping notification, and went to track it. They had gone back and cancelled the shipping label with ***** That way I got the your item has shipped, but they never actually had to ship anything. Ive called and messaged multiple times, and their phone always says this mailbox is full, and nobody responds via email. This is really upsetting. I spent my birthday money (all of it and then some) to get items to formulate some cosmetic items. Im a single mom and dont have that kind of cash to throw away and not get anything in return. I had hoped to use them to begin a small business, but it seems theyre just scamming people. So disappointed.

  

  Business response

  03/18/2023

  Hello *******, 
  We are sorry to hear of your unhappy experience with us regarding this order. We have had some staffing changes recently and have all team members working in our shipping and processing department. We have had to move staff around to help process and ship out orders and have not been able to answer all incoming phones the last couple of weeks. We are answering emails as we are able and have a new customer service team member that will be able to answer phones this next week.  
  We did receive your order and ship out on 03/07/2023 at which time an email is automatically issued to the customer. When the parcel was double checked by our lead, there was some product that was missing and needed to be added to the order. At that time the shipping label was voided, we were unaware that an email was not sent out to you. Our sincere apologies in this delay, we will have our *************** look into this further and make any corrections on our side so customers do not experience any additional confusion. 
  The complete order shipped out on 03/10/2023 it could not ship by a express service due to the items that are considered hazmat and require *** Ground shipping only.  
  We have been in business for over 25 years and have great pride in putting forth our best work even in trying times. We do have a notice on the website, on the checkout page that informs our customer to please expect longer processing times at this time, our apologies if you missed this information when you were checking out.  
  We hope that you are happy with your products that you received and we would like to continue doing business with you  in the near future. 
  Sincerely, 
  Making Cosmetics Inc. 

• Initial Complaint

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Honeysuckle Blend preservative from Making Cosmetics for a second time in late September 2022 for my small business through which I sell handcrafted home and garden products. I was surprised that my products started testing with a very high pH, so I tested the pH of all my ingredients again and it was the Honeysuckle from this company that was testing at an astounding 11! The label on the bottle of Honeysuckle says the pH is 5-8, so I attempted through email and phone calls to determine whether this matter could be resolved and could continue doing business with Making Cosmetics. Despite my numerous correspondence to the company, via phone calls, emails and contacts through their website, they have not attempted to resolve the situation at all. So I am having to reformulate my products with a different preservative, change labels, etc--all at great time and expense to me. At a minimum, this company owes me $45.50 for the unusable Honeysuckle I purchased, plus approximately $200 in product that was ruined by their unusable product.

  

  Business response

  10/25/2022

  Hi,

  We are sorry to hear of your frustration regarding usage of the Honeysuckle Blend that you have purchased through MakingCosmetics Inc. Although you have mentioned "numerous emails and phone calls" that you have made, we are still unable to find emails from you in our system.  All of our email communication comes over directly through the website Contact Us link. We work diligently to make the website more customer-friendly when trying to reach out to us for clarification on an ingredient or for updates on status of orders. 

  We do have a record of one phone conversation with you on October 19, 2022 when you spoke with our customer service representative (CSR). You informed us that you had an issue with the order placed in September for Honeysuckle Blend, a high pH balance. Our CSR advised you to please send over an email to our ******************** for them to offer assistance and to please include the lot number and the order number so they can look into the matter.
  Our Technical team was advised to watch for your email, so that we could help with a resolution but we never received the requested email from you.
  
  Our ****************** performed in-house pH Testing on our most recent retention samples for the Honeysuckle Blend. All results are within supplier specifications which is, per the Certificate of Analysis, between 9.0-12.0 at 20C (100% concentration).   
  
  Honeysuckle Blend (raw material) has a pH between 9 -12 at (20 C) (100% Concentrate). This specification is listed on our website, under the Documents tab on the sample COA. Under the 'Use' section on our webpage listing, the typical use level is 0.5-2%. 
  Regarding the 'pH range 5-8', this is what the final pH of the finished product should be for this raw material Honeysuckle Blend to perform most effectively. If, after adding Honeysuckle Blend to your product, the final pH is outside the 5-8 range, additional pH adjustments may be needed to modify the pH back into the effective range of 5-8. 
  
  While the product description and performance is in no way faulty, we are willing to offer you a refund of the purchase price of the product ($40.50).
  
  I hope this information is helpful and please reach out to us through the Contact Us link on our website for any technical help you may need. Our apologies for any inconvenience that you may have experienced.
  
  MakingCosmetics Inc.

  Customer response

  10/29/2022

   
  Complaint: 18301197
  
  I am rejecting this response because:

   

  The truth is, this company cannot be trusted. I have logs of every contact I made with them, save for one contact through their website, which did not offer a receipt. My contacts WERE numerous, and the company's suggestion otherwise is a transparent attempt to make me appear to be untrustworthy so other potential customers will not put any weight on my complaint. I am a retired business attorney making the transition to creating Truly Green products, and I am NOT a liar. My repeated attempts to contact MakingCosmetics.com included the following:

   

  October 14 at 12:06pm eastern time, I sent an initial e-mail message to [email protected] (the e-mail address from the company's website), expressing my concerns and asking for assistance in addressing them. I received NO response.

   

  October 19 at 5:27pm (et), I sent a follow-up e-mail requesting assistance.

  I also called the company and left a voice message on October 19th and then, since I had received no reply to my previous e-mails, and decided to keep calling until someone answered. After three successive attempts, a man answered and requested that I send a pic of the product so his production **** could look into my concerns. I told him time was of the essense since I would have to reformulate products depending on feedback from him and his production ****.

   

  October 21 at 2:59pm (et), I called and left another voice message, Again no response. On this same date, I sent a message through the contact form on the MakingCosmetics.com website. Nothing.

   

  So I filed this complaint with the BBB on October 23rd because of the company's complete failure to address my concerns. Any statement by the company to the contrary is a misrepresentation of the facts. Another fact is that I paid $45.50 for the Honeysuckle and only received a credit (after I filed the BBB complaint--still with no attempt by the company to address my concerns) for $40.50, not the original $45.50 I paid to obtain the product.

   

  Apparently, this company would rather lose customers than provide any level of customer service. Seems a bit self-defeating to me, but it's their business. However, as MakingCosmetics has proven to me that they are not a reliable supplier, I will not do business with them in the future, but I do want to set the record straight and to receive the additonal $5 I paid for the product.

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

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned items and never received a refund and the company wont answer any of my emails when I ask about the status of the return. The order was returned per their return policy, within 7 days of being received. The tracking shows they already received the return items on July 18th

  

  Business response

  07/27/2022

  Hello,

  Thank you for your message.

  Customer service advised the following. Apparently the tracking says it was delivered (returned to us) on 7/18 but the package wasn't there. It was a postal delivery error update. We did receive it over the weekend though and have refunded to your Etsy account on 7/26/2022.

  We apologize for any inconveniences.

  Best regards,

  MakingCosmetics Inc.
  
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been trying to contact the company to make a return. Per their return policy, you need to reach out within 5 days of receiving your order but they don't answer emails or phone calls and the chat function on the website is nonexistent. This company has no customer service, and today is the 5th day since I received the order and still nothing. the order number is **********.

  

  Business response

  07/14/2022

  Hi Lauren,

  Thank you for your email. We apologize for the delay in responding to your request.
  

  Per our customer service, as long as the product has not been opened, you can return this to us. Once the item is received in our facility, we will issue a refund. Please let us know if you have any other questions.
  
  Our return address is as follows:
  
  MakingCosmetics Inc
  Returns
  10800 *****************
  Suite 100
  *******, ** 98053
  
  Please be sure to include the packing slip with your return so that we can quickly issue a refund if the return is eligible.
  Let us know if you have any other questions and we'll be happy to assist. We have noted on your order that you are returning the material.

  Thank you,

  *************************

  MakingCosmetics Inc.

   

• Initial Complaint

  11/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed an order with this business which was paid in advance and promptly delivered, however, required documentation (i.e. SDS and Certificate of Analysis) were not attached to the shipment. I have now tried for more than one week to speak to a "real person" at this company to obtain the documents, however, it appears that they are not interested in providing basic customer service. All options on the company's automated phone menu lead to a "full" mailbox, or, as in option 4 and 6, a voicemail can be left, but no one returns the call. There is no response to inquiries through their web portal, nor are there any email addresses that are actually being monitored.

  

  Business response

  12/07/2021

  Thank you for reaching out to us, we have looked at the order and do not see a request for hard copy documents to accompany this shipment. Our policy is to email the lot specific COA after the order has shipped from our facility. All other documents are available for download on our individual product listing on our website.
  Per our Customer Service communication with our customer, we did have email communication with the customer on November 11, 2021 with a request to forward the COA for the product. The lot specific COA was emailed over on 11/17/2021. There have been no further email requests through our email portal on our website which is monitored daily. Due to the restrictions imposed since the pandemic most of our office personal have been working remotely with minimal phone service at this time. We are sorry to hear of any frustration you may have experienced.
  Please let us know if you have any other questions and we are reaching out to this customer again to confirm that they did receive the requested documents.

  MakingCosmetics Inc.

  Customer response

  12/08/2021

  
  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. ↩