Shocking Customer Service - Mirenesse RSS

Feb 11, 2011 11:56am
Mermaids_4346

Shopaholicshell

Has anyone esle experienced bad customer service when shopping tthrough the Mirenesse website?


This is the second time I have had a less than pleasant experience!


They recently had a stocktake sale and I purchased 3 of their ‘Sexy Secret Weapon’ Mascaras.


If you are not familiar with Mirenesse, here are their claims:


"Breakthrough Formula
SecretWeapon Mascara amazingly tubes your lashes with our innovativebreakthrough polymer formulation allowing you to build breathtakinglybeautiful lashes.


Easy Water Removal
Wantoutstandingly long, curly, voluminous lashes? Now you can have it allwith easy complete water removal – no more panda eyes!"


I have been using Mirnesse Mascara for some time and love the product however the latest purchase was shocking. The Mascara kept running leaving embarrassing marks underneath my eyes, was messy to take off not to mention stained all my towels!


I wrote to them asking for a refund. Initially they weren’t going to refund me however after some insistent emailing (HELLOFAULTY ITEMS THAT DO NOT LIVE UP TO ANY OF THEIR CLAIMS!!) I was given a refund….


I just checked and found they haven’t refunded the postage which really bothers me as why should I have to pay for postage when I received faulty items? I have just emailed them again, asking why I wasn’t refunded postage. Very annoying considering I also had to pay for postage to return the items.


They take ages to respond to emails and did not want to accept my return/refund request.


This is the second case of bad customer service shopping with Mirenesse online. I was a VIP club member of theirs for a while and ended up cancelling it as a result.


While I was a VIP customer I took up one of the special offers and purchased the Powerlift Superstar Eye Serum…. I was sent a faulty item 4 TIMES!! It dragged on over months and they were never very helpful and very slow with replying to emails etc.


There were many other instances of crappy service while I was a ‘VIP’ – sending incorrect colours ordered, not sending the correct quantity etc.


Not impressed at all and that’s why I buy my Mirenesse through other online stores. I’m pretty annoying with the less than stellar service


Has anyone else had any other problems with shopping with Mirenesse?

668 posts
Feb 11, 2011 12:15pm
Heart

joburkey

Member since 2007

I used to be a VIP member but it ended up not being worth it for me because I ended up with too many product (I love trying out other brands too and ended up being able to justify more purchases)

But aside from that I’ve had no issues with the deliveries, even when I was a VIP member they had sent out the wrong colour foundation but they promptly replaced it once i had sent the other one back.

178 posts
Feb 11, 2011 12:18pm
Cute

Promise17

Has anyone esle experienced bad customer service when shopping tthrough the Mirenesse website?


This is the second time I have had a less than pleasant experience!


They recently had a stocktake sale and I purchased 3 of their ‘Sexy Secret Weapon’ Mascaras.


If you are not familiar with Mirenesse, here are their claims:


"Breakthrough Formula
SecretWeapon Mascara amazingly tubes your lashes with our innovativebreakthrough polymer formulation allowing you to build breathtakinglybeautiful lashes.


Easy Water Removal
Wantoutstandingly long, curly, voluminous lashes? Now you can have it allwith easy complete water removal – no more panda eyes!"


I have been using Mirnesse Mascara for some time and love the product however the latest purchase was shocking. The Mascara kept running leaving embarrassing marks underneath my eyes, was messy to take off not to mention stained all my towels!


I wrote to them asking for a refund. Initially they weren’t going to refund me however after some insistent emailing (HELLOFAULTY ITEMS THAT DO NOT LIVE UP TO ANY OF THEIR CLAIMS!!) I was given a refund….


I just checked and found they haven’t refunded the postage which really bothers me as why should I have to pay for postage when I received faulty items? I have just emailed them again, asking why I wasn’t refunded postage. Very annoying considering I also had to pay for postage to return the items.


They take ages to respond to emails and did not want to accept my return/refund request.


This is the second case of bad customer service shopping with Mirenesse online. I was a VIP club member of theirs for a while and ended up cancelling it as a result.


While I was a VIP customer I took up one of the special offers and purchased the Powerlift Superstar Eye Serum…. I was sent a faulty item 4 TIMES!! It dragged on over months and they were never very helpful and very slow with replying to emails etc.


There were many other instances of crappy service while I was a ‘VIP’ – sending incorrect colours ordered, not sending the correct quantity etc.


Not impressed at all and that’s why I buy my Mirenesse through other online stores. I’m pretty annoying with the less than stellar service


Has anyone else had any other problems with shopping with Mirenesse?

Wow! You must’ve had some really bad experiences with them. ITs quite odd nowadays how many things are purchased online, so you dont really get to see the “salesperson”. They pretty much snob you out if they want :( I havnt bought from Mirenesse, but since this topic was kinda like customer service. Its horrific how bad customer service is these days!! But as long as youre persistent, dont worry :)

40 posts
Feb 11, 2011 1:03pm
Avator

melmeko

Member since 2007

I didn’t bother complaining when I got a faulty mascara, which I guess I should have because it caused my eyes to become severely irritated. I have never gotten irritation from any other mascaras in the past and was almost frightened to try another one. I did however and thankfully the next one was ok. Overall though, I have purchased about 5 of those mascaras (the mini ones when they have a special offer) and they are all pretty crap in my opinion. They rarely last more than a few goes, because they are just so dried out. Have tried adding water etc like they say but for me my experiences have been such a turn off I wouldn’t even bother buying a full sized one, which is a shame because many of other members claim that the full sized ones are awesome. I just don’t understand that if you are trying to promote a product and get people to buy it then why send out crappy trial products that are not as good as the full sized???

23070 posts
Feb 11, 2011 1:53pm
Happiness

kireina

I’ve purchased a couple of items, including via interesting process of purchasing ‘samples’ from Mirenesse.
I took advantage of that Flood Relief offer of $10 +postage for one Mascara and one Lip gloss. Lip gloss is ok but mascara made my eyes irritated…it was for a good cause so I don’t mind so much but I would’ve been extremely disappointed to pay full price for these products.

I’ve found out something interesting when I inadvertedly clicked on US as country of origin rather than Australia:
….an Australian VIP-paying $25 per month gets a few dollars off the standard price of products and also gets ‘free’ postage….except for ‘samples’, where VIPs still have to pay postage!!! What the??!!
Anyhow in addition to this rort, a VIP Australian customer has to pay more than a customer from the US.
I looked up the price of the new Magic Point Mineral Highlighter Duet pen currently avail to AUS VIPs for $31.96 while the standard price is AUS$39.95
now exactly the same product is avail to US customers at a current special price of USD$11.21 which will then become a standard price of USD$29.95!

The Mireness website and emails are very well written to entice people to buy things as if they were getting a great bargain. There’s no question the packaging of products is divine, and some products seem to work quite well but I’m beginning to think Mirenesse think Australian customers are really stupid.

860 posts
Feb 11, 2011 2:07pm
Florist

Roxymisha

I have not experienced bad service from Mirenesse but certainly have from other Australian websites. I won’t mention them at this stage as I am having an issue with one at present. It just goes to show that Australians will not bother buying from domestic online stores given the poor service. It is so different from the US online stores (I know this is a generalisation but the evidence points to the fact that service is better). If I have had a problem with a US online store I have received fast and efficient service – no questions asked about faulty products – I get a replacement plus a bonus of some sort as an apology for the inconvenience.

We have discussed this issue before on BH but Australian retailers just don’t get it. They don’t understand what customer service means and that we are inconvenienced if we do not receive what we have ordered. Wake up Australian retailers!!!!!!

2777 posts
Feb 11, 2011 3:15pm
Couger-products

Mirenesse

Has anyone esle experienced bad customer service when shopping tthrough the Mirenesse website?


This is the second time I have had a less than pleasant experience!


They recently had a stocktake sale and I purchased 3 of their ‘Sexy Secret Weapon’ Mascaras.


If you are not familiar with Mirenesse, here are their claims:


"Breakthrough Formula
SecretWeapon Mascara amazingly tubes your lashes with our innovativebreakthrough polymer formulation allowing you to build breathtakinglybeautiful lashes.


Easy Water Removal
Wantoutstandingly long, curly, voluminous lashes? Now you can have it allwith easy complete water removal – no more panda eyes!"


I have been using Mirnesse Mascara for some time and love the product however the latest purchase was shocking. The Mascara kept running leaving embarrassing marks underneath my eyes, was messy to take off not to mention stained all my towels!


I wrote to them asking for a refund. Initially they weren’t going to refund me however after some insistent emailing (HELLOFAULTY ITEMS THAT DO NOT LIVE UP TO ANY OF THEIR CLAIMS!!) I was given a refund….


I just checked and found they haven’t refunded the postage which really bothers me as why should I have to pay for postage when I received faulty items? I have just emailed them again, asking why I wasn’t refunded postage. Very annoying considering I also had to pay for postage to return the items.


They take ages to respond to emails and did not want to accept my return/refund request.


This is the second case of bad customer service shopping with Mirenesse online. I was a VIP club member of theirs for a while and ended up cancelling it as a result.


While I was a VIP customer I took up one of the special offers and purchased the Powerlift Superstar Eye Serum…. I was sent a faulty item 4 TIMES!! It dragged on over months and they were never very helpful and very slow with replying to emails etc.


There were many other instances of crappy service while I was a ‘VIP’ – sending incorrect colours ordered, not sending the correct quantity etc.


Not impressed at all and that’s why I buy my Mirenesse through other online stores. I’m pretty annoying with the less than stellar service


Has anyone else had any other problems with shopping with Mirenesse?

Hi Shopaholicshell, I am sorry you appear to have had a bad experience, could you please contact me at jay@mirenesse.com and provide me your name, I will be more than happy to fix this up for you.

2 posts
Feb 11, 2011 4:37pm
Sun

Jenniqua

I have recently bought a lot of things from Mirenesse and havent had any drama’s or problems. I am sorry to hear that you seemed to have a lot of dissatisfaction from them. We all want to be treated with respect, especially when it comes to purchases.

588 posts
Feb 11, 2011 7:26pm
Downloadedfile

Delicious Girl

I have one word for Mirenesse and their marketing: GIMMICK

I like some of their products. I have to give credit to the postage, it is prompt and quick.
But their service, PR and the website is just bad. I have never got a reply to any of my emails regarding product questions even when I mailed to the customer service address. Their sale price is only the real price. I would not pay full price for any of their products. The products and the description don’t match sometimes. I bought a lip stain that was a pink one marked as Sony and Cher. When I reordered I found out that it is actually a red shade. The primer with SPF 40 sample size is only SPF 15, so you are not actually paying for what you want.
The birthday deal is only a few sample sizes, not worth the money at all. I was disappointed when I got it as a birthday gift, lol
The VIP membership is recently increased to $25 from $19.95, right?
Did anyone ever win their email subscription comp? It has been running for over 2 years atleast as far as I know, i haven’t seen any winners, lol It is just their trick to lure you into getting tempted by their email offers.

Kireina, thanks for the US/ Aus price comparison, how bad is that?! Being an Aussie company that is just a rip off for us in Aus.

3990 posts
Feb 11, 2011 8:04pm
Av

Elunia

I bought a few ‘free’ mirenesse products a few years ago so that I could trial their products but they arrived without any hassle so I have never had any communication customer service issues with them. But I also found that their products were not worth purchasing for me as they never came in the right shades (I’m too fair for their products) or I just didn’t like the product.

The unfair price difference between Aust and the US for Aust products always gets me angry and doesn’t make me want to support a company willing to rip me off even if it is home grown.

1294 posts
Feb 11, 2011 8:21pm
Th_bee

Beauty Bee

Member since 2008

What about when they sent out emails announcing that they had won Glosscars awards on BH last year before BH had even announced it. They a bit full of themselves. I watched a Mirenesse show on TVSN and Irene actually needs to get some manners. She talks over the host all the time – not a very professional company at all if you ask me. :O(

Cheers
BB

1627 posts
Feb 11, 2011 8:28pm
Mermaids_4346

Shopaholicshell

Wow! You must’ve had some really bad experiences with them. ITs quite odd nowadays how many things are purchased online, so you dont really get to see the “salesperson”. They pretty much snob you out if they want :( I havnt bought from Mirenesse, but since this topic was kinda like customer service. Its horrific how bad customer service is these days!! But as long as youre persistent, dont worry :)

I do A LOT of online shopping, I guess I’m lucky to say that Mirenesse are the only online store I have experienced problems with. I have worked for very large well known online stores previously and being online and that you cant see/try on/test what you are buying they had very lenient returns policy – you could have a no questions asked refund provided you return the goods within 30 days. I don’t know what the deal is with Mirenesse, partculary when the items being returned were due to being faulty… or perhaps they just made a bunch of false claims! In that case, they shouldn’t have put those claims to the products. Very frustarting!!

668 posts
Feb 11, 2011 8:31pm
Mermaids_4346

Shopaholicshell

I didn’t bother complaining when I got a faulty mascara, which I guess I should have because it caused my eyes to become severely irritated. I have never gotten irritation from any other mascaras in the past and was almost frightened to try another one. I did however and thankfully the next one was ok. Overall though, I have purchased about 5 of those mascaras (the mini ones when they have a special offer) and they are all pretty crap in my opinion. They rarely last more than a few goes, because they are just so dried out. Have tried adding water etc like they say but for me my experiences have been such a turn off I wouldn’t even bother buying a full sized one, which is a shame because many of other members claim that the full sized ones are awesome. I just don’t understand that if you are trying to promote a product and get people to buy it then why send out crappy trial products that are not as good as the full sized???

Hey Mel! Apart from this Mascara I have been ahuge fan of Mirenesse, but I agree with you their samples are extremely dissapointing! They promote their samples so heavily yet they don’t give the sampler the real idea of the product. Those samples are such a money making scam!! They are ‘free’ yet they’ll charge $8.95 postage for a tiny item!

668 posts
Feb 11, 2011 8:33pm
Mermaids_4346

Shopaholicshell

I’ve purchased a couple of items, including via interesting process of purchasing ‘samples’ from Mirenesse.
I took advantage of that Flood Relief offer of $10 +postage for one Mascara and one Lip gloss. Lip gloss is ok but mascara made my eyes irritated…it was for a good cause so I don’t mind so much but I would’ve been extremely disappointed to pay full price for these products.

I’ve found out something interesting when I inadvertedly clicked on US as country of origin rather than Australia:
….an Australian VIP-paying $25 per month gets a few dollars off the standard price of products and also gets ‘free’ postage….except for ‘samples’, where VIPs still have to pay postage!!! What the??!!
Anyhow in addition to this rort, a VIP Australian customer has to pay more than a customer from the US.
I looked up the price of the new Magic Point Mineral Highlighter Duet pen currently avail to AUS VIPs for $31.96 while the standard price is AUS$39.95
now exactly the same product is avail to US customers at a current special price of USD$11.21 which will then become a standard price of USD$29.95!

The Mireness website and emails are very well written to entice people to buy things as if they were getting a great bargain. There’s no question the packaging of products is divine, and some products seem to work quite well but I’m beginning to think Mirenesse think Australian customers are really stupid.

I was putting my order through for the flood relief pack when I noticed the postage cost! I understand they have to charge postage but when I realised it was $8.95 I stopped right there! They really know how to rip people off and must pocket a ton from the absurd postage they charge!!

Utterly disgusted at the difference with AUS and US pricing! Leaves a bad taste in my mouth!!

668 posts
Feb 11, 2011 8:34pm
Mermaids_4346

Shopaholicshell

I have one word for Mirenesse and their marketing: GIMMICK

.

Hear hear!!! Sure is!

668 posts
Feb 11, 2011 8:35pm
Mermaids_4346

Shopaholicshell

What about when they sent out emails announcing that they had won Glosscars awards on BH last year before BH had even announced it. They a bit full of themselves. I watched a Mirenesse show on TVSN and Irene actually needs to get some manners. She talks over the host all the time – not a very professional company at all if you ask me. :O(

Cheers
BB

Hahaha have thought that of Irene! Have seen the poor presenters get so frustrated!!

668 posts
Feb 11, 2011 8:37pm
Mermaids_4346

Shopaholicshell

Has anyone esle experienced bad customer service when shopping tthrough the Mirenesse website?


This is the second time I have had a less than pleasant experience!


They recently had a stocktake sale and I purchased 3 of their ‘Sexy Secret Weapon’ Mascaras.


If you are not familiar with Mirenesse, here are their claims:


"Breakthrough Formula
SecretWeapon Mascara amazingly tubes your lashes with our innovativebreakthrough polymer formulation allowing you to build breathtakinglybeautiful lashes.


Easy Water Removal
Wantoutstandingly long, curly, voluminous lashes? Now you can have it allwith easy complete water removal – no more panda eyes!"


I have been using Mirnesse Mascara for some time and love the product however the latest purchase was shocking. The Mascara kept running leaving embarrassing marks underneath my eyes, was messy to take off not to mention stained all my towels!


I wrote to them asking for a refund. Initially they weren’t going to refund me however after some insistent emailing (HELLOFAULTY ITEMS THAT DO NOT LIVE UP TO ANY OF THEIR CLAIMS!!) I was given a refund….


I just checked and found they haven’t refunded the postage which really bothers me as why should I have to pay for postage when I received faulty items? I have just emailed them again, asking why I wasn’t refunded postage. Very annoying considering I also had to pay for postage to return the items.


They take ages to respond to emails and did not want to accept my return/refund request.


This is the second case of bad customer service shopping with Mirenesse online. I was a VIP club member of theirs for a while and ended up cancelling it as a result.


While I was a VIP customer I took up one of the special offers and purchased the Powerlift Superstar Eye Serum…. I was sent a faulty item 4 TIMES!! It dragged on over months and they were never very helpful and very slow with replying to emails etc.


There were many other instances of crappy service while I was a ‘VIP’ – sending incorrect colours ordered, not sending the correct quantity etc.


Not impressed at all and that’s why I buy my Mirenesse through other online stores. I’m pretty annoying with the less than stellar service


Has anyone else had any other problems with shopping with Mirenesse?

Hi Shopaholicshell, I am sorry you appear to have had a bad experience, could you please contact me at jay@mirenesse.com and provide me your name, I will be more than happy to fix this up for you.

Hi there. I appreciate your response however the problem should have been dealt with properly prior to this. You can see through this thread that there are other people unhappy with the service – or lackthereof- of Mirenesse.

668 posts
Feb 11, 2011 8:53pm
Mermaids_4346

Shopaholicshell

Interesting to hear everyone’s opinions here. Maybe I have gone on a bit but the service really was dissapointing. The fact that I had to argue to get a refund for faulty (or maybe just CRAP!!) items is what annoyed me. And then they don’t even refund the postage!
If they weren’t in fact faulty – they should stop with their false claims.
They also need to look at their returns procedure and definately a customer service review is needed!
As for the difference with AUS and US pricing – it’s little wonder (as we have discussed here on BH before) so many of us turn to foreign shores for much of our shopping these days.
Ok i’ll jump off my soap box now LOL. Argh annoyed!

668 posts
Feb 11, 2011 11:12pm
Couger-products

Mirenesse

Dear Michelle, I would like to personally apologise to you for your experience , and have given it my personal attention. I have thoroughly investigated your claim regarding our customer service. Your complaint was sent on 25.1.2011 , the 26.1.2011 was a Australia day and you received a reply from Jason on 28.1.2011, you initially requested an exchange or refund, and you were asked to return the products on 28.1.2011, to which you then responded on the 4.2.2011 that you were returning the products both the products and the postage were refunded on 10.2.2011 when we received them, and at no time was there any indication in any email we did not want to accept your request to return the items.
Regarding your accusations of false claims, at no time do we ever intended to mislead or make any false claims , your “bad” experience is truly unique and we requested the return of the items for further investigation, also we would like to know what other products you were using at the time which may have affected in some way the quality of the mascara or the storage conditions or we may even consider if it may have been affected by transportation. I hope this has alleviated your concerns and once again our apologies for your experience. Thank You

Dear Kireina, Appreciate your concerns and being an Australian Company we totally get this! Regarding your claims of Mirenesse being cheaper in the US , yes thats correct if you look at the dollar exchange rates today.The current high $AUD against the weaker $USD does not reflect how any businesses run their business, each business has to take a standard price based on many many factors for the prices it charges in different countries, and for your information in the US, there are less taxes, and exports bear no GST or duty and you will find Loreal mascara for 6.99 in USD whereas in Australia it sells for over $20 same with Revlon , Maybelline, – I have seen mascara for 2.99 etc.
But dont forget we have heaps of specials and you save lots of money by ordering from us direct.

I hope this has addressed your queries, and I would be more than happy to address any others you may have .

As for the personal attack on my presentations , well thank you for the feedback, ( Im not a spokesperson or actor like most TV presenters) but the presenters and I get so excited when we have so much wonderful and exciting information to share with our loyal customers we talk all over each other its live TV and until you have done live TV you wont know how much adrenaline runs through your body! It takes days to recover! As a chemist of over 30 years, we pride ourselves on Mirenesses prestige quality and we use only the best and safest , clinically proven ingredients in the world , our formulations are all hypoallergenic and devoid of many harmful toxic chemicals which are in many other brands! We have made millions of women all over the world very happy and today we hope we can get you ladies back on board to loving us, after all being in love makes you look even more beautiful!

I wish you all to Stay Beautiful !
Irene Patsalides B. Pharm
Creator Mirenesse
P.S. Im back on TVSN next week!

2 posts
Feb 11, 2011 11:47pm
Photo_on_25-06-12_at_8

beautyqueen95♥

I have several Mirenesse products – very glad I haven’t had to deal with mirenesse directly, I have seen only 1 or 2 people happy with their service.

@ Irene-Mirenesse
Your words to Michelle seem very harsh to me. Thanks for the feedback, but relax your tone a bit!

By the way – being in love doesn’t make you beautiful, being YOU is what makes you the most beautiful.

6585 posts
Feb 12, 2011 12:17am
Cute

Little Jo

Goodness! so glad I removed Mirenesse from my email subscriber… definitely a brand NOT WORTH BUYING

849 posts
Feb 12, 2011 12:43am
Super_cute_kittens

iconic

I’ve been wanting to try the mirenesse mascaras because someone recommended them but all the ladies are saying they’re crap and irritate the eye? Are they worth the money at all?

Also i HATE how australians have to pay SOOO much for post. It’s not funny at all. My first time calling the customer service for a wrong product i was a bit nervous. But they were extremely nice and we sorted out the problem super fast.

343 posts
Feb 12, 2011 1:16am
Lady-gaga-and-friday-night-with-jonathan-ross-gallery

Ms28russia

ladies, I have been a VIP customer of theirs for about a year. Ended up with unnecessary little samples but some really good product. Love their foundations, mascara not so much as it only comes off nice but does not give you good looking lashes.
I have had a few problems with some items, ordered a nail system on batteries and it did not work. Got a second one and the same issue, so I gave up. Best item so far is a marbelled mineral blush, 2 years and still another year left I am sure.
Website is very bot user-friendly, postage is high and price variance with US is a shocker

20 posts
Feb 12, 2011 2:02am
Super_cute_kittens

iconic

ladies, I have been a VIP customer of theirs for about a year. Ended up with unnecessary little samples but some really good product. Love their foundations, mascara not so much as it only comes off nice but does not give you good looking lashes.
I have had a few problems with some items, ordered a nail system on batteries and it did not work. Got a second one and the same issue, so I gave up. Best item so far is a marbelled mineral blush, 2 years and still another year left I am sure.
Website is very bot user-friendly, postage is high and price variance with US is a shocker

Thanks for that :) So their foundations are worth checking out? very disappointed with the fact that their customer service sucks. I did some research on the mascaras and people say they clump…alot. sigh And here i thought they are good :l

343 posts
Feb 12, 2011 10:53am
Photo_on_25-06-12_at_8

beautyqueen95♥

ladies, I have been a VIP customer of theirs for about a year. Ended up with unnecessary little samples but some really good product. Love their foundations, mascara not so much as it only comes off nice but does not give you good looking lashes.
I have had a few problems with some items, ordered a nail system on batteries and it did not work. Got a second one and the same issue, so I gave up. Best item so far is a marbelled mineral blush, 2 years and still another year left I am sure.
Website is very bot user-friendly, postage is high and price variance with US is a shocker

Thanks for that :) So their foundations are worth checking out? very disappointed with the fact that their customer service sucks. I did some research on the mascaras and people say they clump…alot. sigh And here i thought they are good :l

I have the skin clone compact, I use it on its own, it is quite good :) I won one on bh, and swapped items for another one,

6585 posts