On October 26th, 2018, I decided to try out the "Free First BabeBox" (just pay S&H). I said, "Okay, this is cool. I'll just buy it, try it out, and see if I like it." Now, perhaps I just didn't notice, and I read right over it, but this is a subscription service. I should've known!
Anyways, it says the order will be shipped in 2-7 business days. Okay, I can deal with that. I go on with my life. About two weeks later, I realize that I still haven't received anything from them. Huh. Weird. I go into my email, and I realize not only have I never received a shipment confirmation email, but I never received an order confirmation email either, so I can't even look up my order number since I have no clue what it is. So I contact them. "Here's my information. I never received an email. What's going on?" It took quite a while to receive a response (definitely longer than most other places I've contacted). After approximately three days, I receive the response that most others have received: "We have a lot of orders, so it's taking a while. We'll get it shipped soon." Okay...? I'm alright with that, but maybe you guys should hire more people.
Well, I finally get the shipment confirmation the day after that. Cool! It should show up by the end of November. And it does! It shows up around the end of the month, around November 28th or 29th (I should've kept the emails telling me about this order...). I never even got to use anything in this box, however, as I'm hardly home and have time for beauty care stuff while I'm in school.
And then, on December 3rd, I get an email: "Your order from Focallure Beauty is confirmed!" I've been charged $31.95. Wait, what? I literally just got my box a week ago. I email customer service. "Hey, I really don't want this new order. I'd like to cancel my subscription and cancel this recent order and receive a refund." This email works with all other places. It should work for this store, too, right?
I wait. And wait. And wait. About three days go by, and no email. Maybe they missed my email and it got lost? I send them another, letting them know I emailed them earlier. I wait some more. And finally, a few days over a week later, I receive an email back on December 11th. The customer service representative addresses me with "Let me explain a few things first." Okay, whoa. No need to be so blunt and rude. I know the mistake was on my end. I just want you to complete my request. I let them know this, and they email back the next day with "Your request has been received. Please wait for our notification." Okay... I'll do some more waiting then.
Four days pass before I look at my account again. My most recent order says "Unfulfilled." Cool! Does that mean I'll be getting my refund? I email them. I don't get a response until December 20th. Basically, they say: "We will do our best for you to receive your package as fast as possible." Um...That's not what I asked for at all. I let them know this, and they tell me that they've escalated my request for manager approval. Uh...Okay...
December 21st, I receive an email: "A shipment from your order is on the way!" Great. Nothing got done. But I'm still waiting for my confirmation. I get an email from them the next day. "We can't refund you because the box has been shipped." Really?!
Okay, now I'm really upset.
I send them a lengthy email that tells them the timeframe I gave them to fix the issues, and how nothing got done. I'm angry, but I try to be civilized. I ask if, when I receive my package, I can mark it "Return To Sender" and send it back to them, and then when they confirm they receive it, I can get my refund.
A week goes by before I receive another email. It's an exact copy/paste from the previous email they sent me. Excuse me?! Please stop being robots and fix my problem that I made you guys aware of a month ago! I ignore what they say and ask for a manager or superior to contact me immediately. Five days go by before they email me a copy/paste of their "Let me explain a few things first" email. Great. Now they won't even talk to me. I email them again, once again asking them to fulfill one last request to either connect me with a superior or give me a phone number to contact them on my own time. The last email I received was at 8:30 AM CST, from Kate, a "Happiness Engineer," telling me that my subscription has been canceled and to have a nice day.
I am beyond anger and displeased. I am not even close to happy with the service I've received from this company. I received the box about a week ago, and I still have it sitting on my desk, untouched and unopened, as I am hoping to have this issue resolved for me to send it back. I highly doubt it'll happen, though. In the end, I'll probably throw away the products because I want nothing to do with them, and I don't want to burden my friends with products from such a terrible, inconsistent company.
Bottom Line: No, I would not recommend this to a friend
3 people found it helpfulLink to this Review
I am from customer happiness team. I see you have left a negative review about Focallure. Our company values put customer satisfaction as a top priority, and we are committed to our customers.
I would be thankful to you if you can please share your order number so I can look into the matter.