Anonymous

Customer support is the worst I've ever had to have

I am the client, who brings them money, can not place the order for several months because of an error on the site, but they showed absolutely no desire to eliminate the problem. I lost a lot of time trying, changing the browser, changing the account, cleaning the cookies, etc.. With the same data, I absolutely without any problems do orders on other sites. I have a print screen and proof. It seems that they do not need either clients or money. Therefore, I successfully order on other sites, and, accordingly, they have a profit here that E.L.F could have ... I think this attitude to the clients this company will not last long.
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Loss:
$100
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Middletown, New York

Poor customer service

I placed my order on 12/29. By 1/2, the tracking number still hasn't been updated.

Because of the extra delay, I chatted with a customer service representative online and she said that unfortunately I cannot change my shipping address. I had told her I would not be at the address I put down in the order by the time the order arrives, because standard shipping take 6-10 days yet if the order still hasn't event shipped, it would be too late. She told me of the FAQ page and I went there to find out how limited you at to change your order or change any information after you've placed the order. Apparently the only thing you can change is adding a promo code which isn't guaranteed because the answer directed me to call e.l.f.

customer service. So I cannot change my shipping address even though the order hasn't shipped. And I cannot upgrade shipping to expedited either meaning it'll be too late for my to receive the order. The online service is not efficient or up to date.

Most only stores have better service and are more open minded to addressing customers' concerns or wishes. If you don't mind waiting two to three weeks for your order, you can definitely count on e.l.f. to help you with that. It is 1/5/17 and I still don't have a tracking number.

A whole week! Tack on 6-10 days of shipping (most likely 10 days) so assuming the order ships today, I will have waited 17 days, (but it will take much longer than that, I'm sure.)

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Reason of review:
Order processing issue
Anonymous

It’s 2018 and it’s a major cosmetics company

Why on earth does it need to take TWENTY days after I place an order for my items to arrive? I would have never bothered had I known it would take so long. Unbelievable.
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Reason of review:
Order processing issue
Anonymous

Decent products, ridiculous amount of time to arrive.

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I like the few items I ordered from Elf, (ie.. Eye refresh roller, under eye concealer, lipliner) but it took sooo long to arrive after it shipped that I dont think I'll be ordering from them which is a shame since I do like the products.

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Reason of review:
Order processing issue
1 comment
Guest

Also, they will not allow me to review any of my products on their site, keeps saying "page you're looking for cant be found" each time I hit the "write a review" which I find strange. There are reviews there about products supposedly written by customers but it will not allow me to review any of my products.

Anonymous

My order was lost

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They had a free shipping deal so I said why not? I ordered just two things because it was for a Christmas gift. Never recived the confirmation email. When I contacted them, the only thing I got was the tracking number. So I track my package and it says it’s being shipped back to the seller. End of the story, they lost my package.
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Anonymous

Disappointed

This company did not send my package when I clearly paid for it... and it even took money off of my card. DO NOT ORDER FROM THIS SITE! customer service was also no help as they did not answer my emails.
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Reason of review:
Order processing issue
Bradin Wnf

They switched deliveries with another girl

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Long story short I got someone else's delivery and I assume she got mine. I reached out to elf on two separate occasions and both times the person i delt with just stopped responding. At one point I got a generic email saying call this number for further support. I just wanted my correct order. I have never been more disappointed in an online order ever.
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Reason of review:
Problem with delivery
Anonymous

Customer Service is AWEFUL

ALL, yes I said ALL, of the women in the Customer Service Department suck! They need to find another job that will make them happy.

They will click on you if you give them an attitude or better yet, they will click on you when you ask them for their name. They do not let the customer exlaoin the situation, they just talk over you!

There is no use in calling them because they are rude as ***. I spoke to a Terry, Veronica, im pretty sure I talked to a few black agents who apparently dont give a *** about anything but they pay they getting from the company.

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Reason of review:
Poor customer service
1 comment
Guest

What does their race have to do with their lack of service?

Anonymous

I used to Alpha mascara in my eyes got swollen not once but twice and it takes up to 2 weeks for the swole to come down I've been to the hospital and I'm going back again so now I know for a fact it's

Elf Cosmetics - I used to Alpha mascara in my eyes got swollen not once but twice and it takes up...
Yes I have I have pictures I have bills I have the mascara and I just took another picture today how my eye gets my face and nobody gets a hold of me I'm not a happy camper right now I was going on vacation next month and I cannot go now cuz of this issue
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Reason of review:
Bad quality
Anonymous

Product came C.O.D

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E.L.F was having a very nice sale. In June 2017 I purchased about $35.00 worth of makeup.

About a week later the post office delivered a notice that I owed $10.30 for my package. I contacted E.L.F via instant chat. She told me to return the package, and they will refund me. It has been over a month, and I have still not received a refund.

I contacted them again, and they do not show the package was returned. I have used E.L.F for a few years now. I have turned many people onto it. Now I am really upset and feel like I was scammed.

I try to get the word out to as many as possible. You can order the products on Amazon or buy them instore at Walmart or Target. For me I have moved on to N.Y.C brand. I really like the products.

You can order it online or instore at ULTA. I am still trying to fight for my refund.

View full review
Loss:
$35
Reason of review:
Poor customer service

Preferred solution: Full refund

Marianna A Icd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

I never received the order or a refund. No adequate information on the site about worldwide deliveries

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I've been shopping online for years now and I've had my worst online shopping experience with E.L.F. I suggest you to not buy from them, If you are not in the UK or the US .

Let me give you the whole story. First of all, the minute I get to their webpage, I choose "ship to Greece" and I get a note that yes , they do ship to Greece, right? I placed a bunch of orders a few weeks ago. For some of them , the payment did not work, so they weren't completed, and for some others, 2 actually, I did pay.

I have the receipts and everything . After that, they notified me that some orders were rejected, cause they don't ship internationaly or cause I didn't make my order international. First of all, what's the point in telling me from the very first moment that you do ship to Greece, only to cancel my order after that, telling me that you don't ? Second, I contacted my bank and they told me that E.L.F.

needs to release my payments , which they STILL haven't. And there's more... I got notifications from Borderfree for some orders, telling me that they were shipped and that they are coming in a few days. DHL contacted me, telling me that they do have my order and that they need a bunch of documentations to go through with the delivery.

After I gave them what they asked, they told me that I can't receive my order, if it's more than 5 items. So I ask you again: Why wasn't there a warning in the site that for shippings to Greece, there should be maximum 5 items? Why did I get into all this trouble, just to realize that I can't receive my order anyway? And most importantly, why am I 150 euros short, and still haven't received neither my orders not a refund?

I went into all that trouble, just because they don't have the warnings that they should, on the website. They are obligated to give me all the information I need to make a purchase, otherwise they're a fraud.

I don't know if the products are good and I am not judging that, but the online buying thing, has some serious issues. I am willing to let this go if they reinmburce me for all that trouble and for the fact that their website does not have adequate information, but they won't even answer my messages .

View full review
Loss:
$120
Pros:
  • Products and price
Cons:
  • Website the customer service
  • Atrocious customer service and auto emails
  • Customer service over all
Reason of review:
Problem with delivery

Preferred solution: I want a refund and I expect my order will be sent for free, as a reimburcement for all that trouble

Cherisse Hhf

Elf Cosmetics - Shipping Service Review

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Updated by user Dec 27, 2016

After everything happened that I wrote about in my last post, e.l.f. emailed my husband (who had complained via the feedback option on their website) and apologized for everything and blamed FedEx for not picking up the package. We already know FedEx isn't to blame, bec...

Updated by user Dec 23, 2016

I've since filed a dispute with both the BBB and FTC. E.l.f. has gone radio silent with me since the last email I sent them, but my fiance complained via their website and they're trying to blame FedEx and told him they're going to email a FOURTH tracking number and...

Original review Dec 22, 2016
I placed two orders on December 18. On 12/19, I got emails saying both orders shipped and tracking numbers.

On 12/20, I noticed that one order status said declined on their web page. I contacted customer service and was told they see that a lot but no worries, everything was fine and the order has shipped. On 12/21, I got another email saying the "declined" order has been shipped, and this email gave me a brand new tracking number. Today, 12/22, I received the first order.

I also got another email saying the "declined" order has shipped and giving me another entirely different tracking number. So I contact customer service and I'm told again that I should ignore the"declined" status, my order has shipped, here's the tracking number, FedEx is to blame for the delay, good day. So then I go back to the previous emails and research all three tracking numbers. None of them have any activity past the "label created" stage.

I email customer service and I attach screenshots of all three "order shipped" emails pertaining to this email, the order page showing the declined status, and the FedEx tracking info for each tracking number they gave me. I get a response saying "sorry for the inconvenience. We show two orders for you but the second order wasn't charged successfully, but the order HAS shipped and is on its way." I checked and the charges for BOTH orders cleared on 12/20. So, they're lying about the charge not being successful.

Great. That makes sense, because why would they ship out an order that I didn't pay for? Then, I look again at the tracking numbers and find that each one has a different delivery method through FedEx (SmartPost, 2 Day, and Express Saver) and three different weights for the package! So I emailed them back with a screenshot of the cleared charges from my financial statement, the three tracking pages from FedEx, and I've yet to hear back again.

If a replacement order isn't shipped tomorrow, I'm disputing this charge with my credit card and I will never order from this company again. You get what you pay for with them, and sometimes not even that!
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Reason of review:
Poor customer service
1 comment
Guest

They did the same thing to me. I contacted customer service live on 'chat' and thought the problem was fixed.

It wasn't . So after 2 emails to E.L.F we just decided that the order will just be refused and they will give me a refund. But after reading your story I am worried. I should go on YouTube and expose how lousy the cust.service is.

Also the website is wonky. It overcharges my state taxes but after all this, I am done. Thanks for your review..

maybe they will do a strict look at who they are hiring to fix customer problems.. xo

Anonymous

Elf mineral infused facial primer product amount

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Elf Cosmetics - Elf mineral infused facial primer product amount
Elf Cosmetics - Elf mineral infused facial primer product amount - Image 2
Elf Cosmetics - Elf mineral infused facial primer product amount - Image 3

Purchased this product and liked it EXCEPT after about a month of use it was empty. Upon inspection of the container and taking it apart I realized the base of the container is for appearance only.

The minuscule amount of product (0.47 oz 14 mL) is located in the cap area, not the base of the deceptive packaging. This is definitely a case of buyer beware....read the fine print for content. I assumed by the packaging this was a full 2.0 oz bottle!

I was very disappointed in the amount of product for the price I paid and hope that Elf can do better in the future. Thank you.

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Loss:
$10
Cons:
  • Product amount for price
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

1 comment
Guest

I'm so confused how you couldn't know the amount of the product you were buying, for a couple reasons - the amount is indicated on the website (so you see 0.47 oz; or for the large, 1.01 oz; the amount is indicated on the bottle and if the bottle came in a box it's on the box; if you bought in store, how could you mistake the amount of product in that sized bottle for 2oz, even despite the bulky bottle?

I think we complain too much without having paid proper attention in the beginning. It would be a totally different case if i were, say, an online purchase where you clearly saw and selected a certain size product, then got something else.

But in this case, what you've said gives the impression you weren't even positive what size you bought to start.

I quote you -- "read the fine print for content. I assumed by the packaging this was a full 2.0 oz bottle!" Key word here - you "assumed".

Anonymous

Never received order

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Ordered in October 2016. Being that the holiday season was approaching and that I have an APO address, I wasn't worried about shipping time because it generally takes longer (BTW, I have NEVER had a package go missing while living abroad with an APO address).

Well, with Christmas and travels and everything else that happens in life, I kind of forgot about my ELF order until March 2017, whilst cleaning out my email box. Between three order update emails, it seemed that many of my items were cancelled, and honestly, I don't even remember what I ordered at this point. All I remember was taking a chance on a company that a friend in the US recommended. I contacted the ELF customer service, in March, by opening a Paypal dispute (my method of payment).

What I received was a BLUNT email stating that I was in the wrong and that available items did ship, and that I was only charged for the items that did. I looked back through the emails, and they are correct when they stated in the dispute that some of the items did in fact ship. BUT the emails they had sent in October were slightly misleading: unavailable items sat at the top, leading me to believe nothing was available after receiving the email three times. My bad, but OKAY, GREAT!

Well then where are my items that did ship? Their answer was messaging me my tracking number through the dispute; a number that doesn't exist in FedEx database anymore since it's been so long. Oh, and another blunt message that said "Sorry, but transactions that took place over 90 days ago cannot be issued a refund or reshipped to customer." So a lost package is now my fault? Lost is lost; be it 90 days ago or a week ago.

I will not order from this company again because of their policies, especially for someone who lives in an APO location where shipping can take a long time. God forbid I actually received the package at the 90 day mark and had an issue with a product. What then? Granted I forgot about the items for so long, but I figure if my items are lost, what does it hurt them to reship now?

It makes no difference in company loss if I would've claimed a lost shipment on day 89 or now. Funny, Paypal lets customers open a dispute 180 days AFTER a purchase...but that helped none.

Lesson learned. My loss, Sephora's gain!

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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Poor Delivery/Service

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I emailed this letter 2/2/17 and received a blanket response back, and still have not received the product I ordered and paid for. I am voicing my disappointment with your company and services that I have been exclusively using for approximately the last five years. Your line of cosmetics fits my lifestyle perfectly and for the most part I have been happy with them and recommend e.l.f. Cosmetics to anyone who asks. I have experienced problems with my on line orders in the past, products are not included in my delivery that are listed on the packing slip. I have called and was promptly sent those items by a very kind customer service representative. My recent orders, one on 12/30/16 and the other on 1/3/17 have caused me to reevaluate my loyalty. My order from 12/30/16 was shipped 1/10/17 and missing the Lilac Petal Color Stick (2). I didn’t realize this was missing until weeks later. My second order from 1/3/17 arrived almost three weeks after ordering and the Daily Hydration Moisturizer with SPF was not included in my shipment and listed on my packing slip. When I called customer service a nice woman informed me you no longer have the moisturizer with SPF in stock but I could have the regular moisturizer. I settled. To date I have still not received my moisturizer. I never called about the missing Color Sticks from my 12/30/17 order. Here lies my disappointment. I use your online services for convenience. I order before I am out so that my replacement product arrives on time. This has not been the case with my last orders. I can no longer rely on your delivery time nor am I confident that the product I order will actually be delivered. I am not asking to be contacted or compensated; I am just voicing my disappointment. I will be using a different line of cosmetics and skin care from now on. However, it would be nice if the moisturizer I ordered 1/3/17 would actually arrive. Thank you for your time. Patty McClusky
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Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

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