Complaints
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/21/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order through ********* on 11/01/2023 for a total of $48.15. I never received my order. I got a ***** tracking number that gave me a ship date of 11/03/2023. It is now 11/18/2023 and I still have not received my purchase but I did get an email from ********* wanting me to leave a review of the products that I ordered. I contacted ***** and they said that ********* chose the delivery of ground which means **** will do the delivery. I asked what do I do if I dont receive it? They said to contact the company who is liable not *****. I have tried ********* twice but to no avail. All you get is an automated email back. HORRIBLE CUSTOMER SERVICE!!!!!! HORRIBLE DELIVERY PRACTICES!!!! I will never order from them again and Im sure in the near future ***************** will have to answer to all these customers that are making her richer and stealing our money!
Business Response
Date: 11/28/2023
We responded to customer's email on 11/20/23 (the day before this complaint was submitted). When submitting their email, we have an automated response explaining that we're experiencing an unusually high email volume, and due to this, to please allow 4-5 business days for us to get back to them. Our reply was on the 6th business day, which we also apologized for.
When responding, we addressed the issue at hand, explaining that this appeared to be an issue with shipping labels scanning properly within ******* system, and created an expedited replacement for customer (there has not been any request or follow up from customer in that email exchange asking for a refund). The replacement order looks to have since reached the customer on 11/24/23.Customer Answer
Date: 11/30/2023
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,
***************************Initial Complaint
Date:11/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased $12 sample set of foundation to pick the right color for me with shipping, it was close to $20. I received it Friday, 11/10/2023 and the colors sent are not anything I can wear. I messaged support yesterday, 11/11/2023. They said they could not refund or return the product I can never use. The program was designed to help me pick the right shade and I could use the card in the box to pick another shade.Business Response
Date: 11/14/2023
As stated in the terms of the Discovery Set program, we state that this item is not eligible for return or refund. We explained to customer that this sample set is just one part of the shade finding process (there are 51 shades in our Foundation shade range) and also directed them to use the other tools included in the Set. The samples are designed to help be a part of guiding customer towards the ideal shade for them. We also offered additional assistance from our team to help them pick out a shade, and pointed out our Shade Match Guarantee for those purchases.
They are not being forced to purchase the full-size product if they decide not to, however they did agree to the terms at checkout which state that if they decide not to purchase, they will be responsible for the cost of the Discovery Set itself. They also had to click a checkbox accepting these terms before they would have been able to proceed in placing this trial set order.Customer Answer
Date: 11/15/2023
Complaint: 20859287I am rejecting this response because:
The shades were nothing close to my skin color and cannot be used. Its not a matter of being forced to purchase a full size foundation.
Please be more thoughtful in your language as actual people are forced to do things in this world in a violent manner.
I am currently being required to purchase 3 mini bottles of a color of foundation and a piece of paper that are useless. They did not help me pick a color as described.
Based upon the response from both support and via BBB, you have zero intention on remedy the issue and are thoughtless in your word choices.
Companies who care about their customer, remedy issues. You are only interesting in ripping people off.
I will not ever use another product from this company nor will I recommend.Regards,
*********************************Business Response
Date: 11/15/2023
We are sorry that the customer is unhappy with the options provided, and how the trial program is structured, and for any confusion they had regarding the program when they signed up, however this was stated throughout the Discovery Set page they purchased through, specifically to prevent any misunderstanding.
Our offer still stands to help assist them in finding their correct shade, however they are still responsible for the cost of the Discovery Set they ordered if they decide not to purchase. Nothing else will be sent or charged.Initial Complaint
Date:11/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on October 28th. It is now November 11th. I still have not received my package. The tracking never changes. Everyday I track it, it says it will be delivered that day, but it never gets delivered. The next day same thing. Whatever day I track it states that is the delivery date, but nothing I've reach out to their customer support email multiple times with no response. At this point I just want my money back and I'll order it from a retailer rather than from them directly. Never again!!Business Response
Date: 11/14/2023
We have unfortunately been experiencing an abnormally high email volume as of late, which is the reason for customer's longer wait for reply (as we respond to all messages in the order they are received).
We received their email end of day Friday 11/3, and a member of our team responded to them on Monday 11/13 (which again, is normally not the wait time we promise outside of the past month).
Their order was shipped on 10/31/23, and we state a 5-7 business day transit time once shipped. At the time of their email it was still moving along as expected. Unfortunately, it does appear it ended up running into some delays, arriving 2 days past the 5-7 business day window, does appear to have reached customer on 11/11: *****************************************************************************************Initial Complaint
Date:08/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 17, the company reached out to me to offer me free items in exchange for a review on both their website and Sephora. I agreed and gave them the requested information. On August 22, they sent a follow up email stating that my items would ship soon. On August 24, I received an email from *** stating my ********* package would arrive on 8/25/23, the email had the following tracking number: 1ZC1E2880309715628. When I would click on the tracking email there would be no updates, then when I checked the tracking on August 26, it says the shipment was cancelled. I reached out to the company and have no heard anything from them. I would just like for them to complete the job and follow through with our agreement. Everything is attached.Business Response
Date: 09/07/2023
This was through our reviews program, not through a purchase made on our site by this individual, and would have needed to be handled through them directly, not through normal customer service channels. These complimentary review packages were being packed up manually, and the tracking sent preemptively before *** had started showing scans. This looks to have since reached the customer according the tracking number referenced in their complaint.Customer Answer
Date: 09/11/2023
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,
*************************Initial Complaint
Date:12/07/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My order says delivered last week.(12/01/22) It wasn't delivered to my home. It was delivered to the incorrect address The order number is: Order #******
**********************************************
My order date was Nov 29th 2022
Delivery date was Dec 1st 2022 (wrong home)
I have sent numerous emails concerning this matter but I have not heard anything back I have attached supporting documents.Business Response
Date: 01/04/2023
Business Response /* (1000, 8, 2022/12/26) */
Customer wrote in on 12/1, was replied to same day, asking for confirmation of their shipping address (as this was shipped to the address entered at checkout) so we could send replacement.
Customer replied on 12/5, not confirming address, just restating that pkg was not received. They followed up on 12/8 confirming address, we replied on the 9th, also acknowledging their *** complaint. They replied Friday evening asking for refund, it was issued the following business day, on 12/12.
Consumer Response /* (2000, 10, 2023/01/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded my missing items.Initial Complaint
Date:10/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I places an order # ****** on Oct. 17th and paid for standard shipping is 5-7 business days. It is now Oct. 31st and still do not have my product. Fedex tracking # ******************** has issued numerous emails advising of delivery date and yet to be delivered. Everyday they send one saying today it will be and it is not.
I just want my money back at this point. I sent an email to Haus Labs and have never received a response. I received an email to review the product, which I have yet to receive.Business Response
Date: 12/07/2022
Business Response /* (1000, 8, 2022/11/17) */
Customer received reply from customer service team on 11/1, and after customer confirmed address, a replacement was agreed upon and sent to customer on November 10th. The new shipment was confirmed delivered 11/14Initial Complaint
Date:10/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 7 products in total last September 26, 2022 for a total of $279.14 and I received an email on September 29, 2022 that my package is on the way and another email on October 5 that my package was delivered. I emailed the company that I didn't received any package upon checking downstairs. I even did check my neighbors but no luck to locate my package. They responded to me saying that they want to reshipped the package first in another alternative address and I told them I don't have any alternative address and would like to have my money back instead if it could be lost again in transit. I would like my money back and will happy to purchase it in store to be safe.Business Response
Date: 11/07/2022
Business Response /* (1000, 8, 2022/10/24) */
After customer replied to us that there was no alternate address to be shipped to, on Oct 7, we replied the same day and issued refund to customer.
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