Spell Cosmetics update...

Friday, May 28, 2010

As you may remember, I posted awhile back about the makeover I received from Elle at Spell Cosmetics - I included pictures and talked about the products I purchased. I was very pleased with everything. I even mentioned how the foundation was not a matching color, and I received a response telling me that they would send out a different color, as well as samples of a third color, free of charge - and that I didn't need to send the other foundation back. Great, huh?

On April 26, I placed another order with Spell, taking advantage of their buy 5 eyeshadows, get 5 free (or 10 eyeshadows for $30) offer, as well as ordering some other products. I was really excited!

On April 30, I received an email stating that my order had shipped. My previous order took about 4 days to arrive - the order ships from Cleveland, OH and I'm about 500 miles from there, and 4 days is average for first-class mail.

After 2 weeks, I still didn't have my package, so I emailed Spell customer service. After several days, I still hadn't received a response, so I attempted to contact them again. It took a few more days, but eventually I received an email saying that they were sorry - they would check into my order and get back with me in about an hour.

Three days later, I still hadn't heard anything. I emailed them again - this time stating that I was no longer interested in doing business with them. I didn't want the products, I just wanted a refund. I told them that I completely understand that packages get lost, and that wasn't the issue. The issue was the lack of response from customer service. I told them that I hoped it wouldn't take another 3-4 weeks to get the refund.

Get this - it took another 4 days to get a response!! I was informed that a refund would be issued later that day. I wasn't holding my breath, but I hoped it was true.

Bad news. It wasn't. It took an additional 3 days to get the refund - and even then, I just "found" it in my Paypal account - they didn't even have the decency to email me about it.

I can't even begin to tell you how disappointing it was to encounter these issues. I have never, ever dealt with a company that was so unresponsive - especially concerning a missing order. Why would a company take so long to respond to a customer's concerns? I'm still shaking my head. Oh - and I never did get a replacement (and samples) for the original foundation either.

So it is with much regret that I say that despite the fact that I like their products, I can no longer recommend doing business with Spell Cosmetics.


Eclectic Musings said...

Oh no! I'm sorry you had a bad experience with them. :(

Kim said...

The first order was awesome - I just don't understand what happened. Like I said, I can deal with a lost package - it happens. It's aggravating, but it happens. But lack of response from customer service? And not just once, but several times? That's something I can't overlook. I would have forgiven the first one, and maybe even the second one if they had offered a reasonable explanation & then gone on to handle the issue promptly. But dang...I guess at this point, I'm just glad I got my money back.

Eclectic Musings said...

Yeah, that is definitely not good customer service at all. I'd be upset too. :(