Thursday, February 17, 2011

E.L.F. should stand for Epic Lying Failures!!!

I want to start off by apologizing for the font changes.  I can't seem to get it to change the way I want it and I'm getting frustrated.  So, about a month ago I placed an order with E.L.F. aka Eyes Lips Face.  I blogged here showing the purchase I made.  I was extremely excited because I was desperate to try the body butters for my hands.  I'm sick of thin & greasy hand lotions, so I figured they'd work pretty well.  Not to mention that everything was half off.  I got my shipping email confirmation and everything looked good.  A week later, I receive my order and was extremely upset.  You can see that rant post here.  

So, rather than pick up the phone (because I knew I'd curse somebody out) I emailed them....

I recently received my recent order with 5 items missing. I'm missing the 4 of 7501 eyelid primer and 1 of 5507 shea butter. It says on the packing slip that these were deducted from my total and that I need to reorder the items. I have a few problems with that. IF I had known they were out of stock, I wouldn't have placed the order at this time because those were the main reasons I even placed the order. secondly, the website doesn't even say they're out of stock so if I go order them again I do not want to pay $6.95 shipping again. Not to mention the fact that my card WAS in fact charged for these items. AND I was never informed that these items were backordered to begin with, not by email nor by the order history on the website. Both places say this order shipped. I am extremely disappointed and hope you can do something to correct this problem. 

The next morning, they replied....

We apologize for the item(s) missing or damaged from your order. We are sending the item(s) to you as quickly as possible and apologize for any inconvenience. Sincerely, the e.l.f. team 

I was even emailed a replacement order and shipping confirmation.  I was extatic.  Another thing I forgot to point out to them is WHY would I want to pay $6.95 shipping for $5 worth of product.  It just doesn't make sense.  

So, then on Feb 1st, I receive an order only it wasn't correct yet again.  I email them AGAIN...

I don't know really how to even begin.  When I received this email as well as the shipping confirmation email for the missing merchandise (order# 2634204-T), I was hopeful.  Today, I go to my mailbox, come inside, and nothing but further disappointment.  I only had 2 of the 4 eyelid primers(7501) & I'm still missing the shea butter body butter (5507).  I really hope that this can be corrected and would appreciate anything that can be done for my inconvenience.   

The next day, this is my response...

We apologize for the item(s) missing or damaged from your order.
We are sending the item(s) to you as quickly as possible and apologize for any inconvenience.

the e.l.f. team

So, yet again I wait.... 5 days ago, I sent this to them...

WHERE IS MY PRODUCT????  I really expected more service than this.  I still have yet to receive my product that I've paid for.  I expect for this to be overnighted to me at no charge.

Please let me know when I will be receiving my product or if I have to call and speak with a supervisor.

Again, if I'd called it would NOT have been pretty.   On Monday, Valentines day I get this....

Thank you for your order with e.l.f. Cosmetics. We are sorry that your shipment appears to have been lost in transit.

Would you prefer us to refund your credit card or reship your order to you? If you wish us to reship your lost order, please verify your shipping address.

Please accept our apologies for any inconvenience.

the e.l.f. team

I never even received any order replacement email or shipping confirmation.  My response....

Nothing has been "lost in transit" because they were NEVER SENT.  I want my missing items that were paid for weeks ago shipped to me ASAP. Someone on your end dropped the ball, not just once or twice, but three times now. I never received any information that the items (Shea butter body butter x1 & eyeshadow primer x2) were even "reshipped". I expect these to be overnighted to the address (it's the only one) on my account at no additional cost.   

Of course, by this time I'm irate and this is the "response" they give me... 

We apologize for any inconvenience. Item number 5507 is currently out of stock therefore we refunded your card for $4 for that. You should see it post to your account in about 7-10 business days.
We will be reshipping 2 eyelid primers for you from our show room. You should have those in about 7 business days as well. If you still have any questions or concerns please feel free to contact us at 1800-231-4732.

the e.l.f. team 

I lost it, and decided they were no longer worth my time and energy so I sent this.... 

This has been a HUGE disappointment for me, and I will NEVER be ordering from ELF again.  The lack of customer service is amazing and I used to work in a customer service call center.  Apparently nobody actually READS emails that are sent in.  I've NEVER had this many problems from one company before.  I should've payed attention to the bad reviews.  I will no longer be referring people to ELF based on this experience.   

That was the straw that broke the camels back.  This product has not once shown as being "out of stock" at all during this situation.  Not to mention that you can still add it to your cart.  I know from experience in working customer service for a catalog/website based company that some companies do not list when items are out of stock on the website, but this one does.  I checked it again just now and it's still not showing as being "out of stock".  "IF" I continue to buy ANY E.L.F. products it will not be directly through them.  I have no problems going and giving my money to Target because I know that while a portion of that sale goes to E.L.F. it's not ALL of it, AND no shipping charges.  Luckily I know what products I like and which ones I don't, so I don't have to waste any more money trying out some of their crappier products.  

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