***Do not purchase from TooFaced***
First let me start off by saying I easily spend hundreds of dollars on makeup a year. That being said, I recently tried to take advantage of the gift wrap deal, because hey, who doesn’t like good deals? I received order CONFIRMATIONS for my orders, however I never received any shipping info. I waited two weeks and nothing ever came nor did I hear a peep from TF. I emailed them and their customer service said that there was a “glitch” in the system and my items would be shipped soon. I waited about another week and again, nothing (nor did I receive any shipping confirmations). I emailed them again, waited two days, and surprise–no response. I figured I would have better luck if I called them directly, which I did this morning. After waiting on hold 30 MINUTES I finally got through. TF “Sorry there was a glitch in the system, your order has been cancelled and you should receive your refund by early next week.” Me: “But I would still like the items, can you just reprocess it?” TF: “No, we can’t do that” (they claim the items are out of stock; they said I can reorder the wrap online, minus the free samples). Me: “Well hopefully you understand my frustration; I ordered these items almost a month ago, heard nothing from your onlinepany, had to contact you on my own initiative, then find out my order has been cancelled? Can you at least meet me halfway? Maybe rather than sending my multiple samples, you can send me one full size item?” TF: “Let me put you on hold….*five minutes later*… Sorry we can’t do that.” Me: “Okay, but know that I will NEVER shop with your onlinepany again and I will be telling my makeup blog friends about this.” *End call*. Now someone reading this may be thinking, “that seems a little dramatic.” It’s not, and here’s why:
1. Don’t offer something on your website for a certain price/deal if you can’t afford to sell it that way. Can’t afford to ship a $3.00 dollar wrapping paper and two samples? Then don’t offer it. Pretty simple right? And don’t blame a non-existent glitch on a pricing oversight. If you mis-marked something, the customer should not be penalized for purchasing it. It’s the onlinepany’s responsibility to absorb that cost, not the consumers’. And to the person (B) who says we were stealing samples, here’s a fun fact: if you buy something, it is not stealing. So next time you go shopping and you see a “buy one get one free” offer, don’t rush to call 911 to catch all those thieving costumers. The “freebie” is not truly free because you have already purchased another item, thereby offsetting the cost which the onlinepany should have already factored in (if they own a calculator and/or possess rudimentary math skills–I’m beginning to think TooFaced has neither).
2. If you do realize there is an error and there is NO POSSIBLE WAY you can fulfill the order, contact the customer right away to inform them of the error, issue an apology and a refund immediately. Something like, “we are very sorry this has happened, here’s a code for 25% percent off your next order and please know that we truly appreciate your business.” Don’t hold on to the customer’s money for almost a month (still waiting on that refund by the way), wait for the customer to contact you, and then when the heavens open and they are finally able to speak to a human customer service rep, tell them that the order has been cancelled. Then make absolutely no effort to offer any coupons, free items, etc. Really classy Too Faced. You sure know how to keep your customers.
3. Did you know that TooFaced has an “F” rating on the Better Business Bureau website? I did’t until today and I must say I am surprised they got as high as an F. They have terrible customer service, shady business dealings, and they simply do not understand what it means to keep a consumer happy. I have made it my personal goal (early New Year’s resolution?) to warn everyone I know about this onlinepany; three cheers for social media.
So, now that you have heard my tales of woe, I hope you will think twice before giving them any of your business. Hip2Savers, I love and appreciate all the work you do, and I would ask that you consider not posting any deals from TooFaced. I imagine that you probably get a kickback of sorts, but is it worth sending your readers to a shady, F-rated business? I hope not.
Sincerely,
Ex Too Faced shopper