Abbie G.
Houston, TXMember since May 2018

Reviews (1)

    • Jun 3, 2018
    • Verified Reviewer


    Horrible customer service

    Overall Experience:

    I ordered the QuikKat Eyeliner Strips on April 23, 2018, for an event. The order said that shipping would take 2-7 days. I reached out to customer service on May 14th to inquire about my order because it still had not been shipped.

    On May 15th, I was told that due to a high volume of orders, the product was on backorder but that it would be "shipped at any moment." On May 21st, I reached out because my order had still not been processed. On May 22nd, I was told that my order was now processing and would be shipped "very soon." I was offered a 10% discount (which I never actually received). The same day, I asked for a complete refund and to cancel my order because I ordered it for an event that had already happened. Therefore, I had no need for the product.

    On May 22nd, customer service told me that my order could not be canceled and that "soon" it would be shipped. On May 23rd, I again requested that my order be canceled and that I receive a refund, which I believe to be a reasonable request. On May 24th, I received the exact same email as before explaining that my order could not be canceled and that "soon" it would be shipped. The same day, I requested to be directed to a manager.

    On May 25th, I was told to wait "3-4 days" for my order to be shipped. I was not directed to a manager and my concerns were not addressed. Today is now May 31st. It has been six days since I was told to wait 3-4 days for my order to be shipped. It has still not been shipped.

    I went to the Focallure website to try to call customer service, but they have no number listed/available to the public. I also tried to write a review on their website. They are clearly censoring the reviews because my review did not show up online. I wrote another one just to make sure it wasn’t a mistake, but that review did not appear on the site either.

    I do not recommend this company. The customer service is horrible; concerns are not addressed, promises are made that are not delivered, and the staff refuses to cancel orders upon customer request.

    Bottom Line: No, I would not recommend this to a friend

    5 people found it helpful

    Link to this Review
    • Jun 5, 2018

      Company Response from Focallure, LLC

      Dear customer,

      We are sorry for the delay. Your order has been canceled and refunded back to your bank account. ​It can take up to 6 business days to receive the money (depends on your bank).

      ​Thank you and have a nice day!

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