13 yrs, 1 mth ago

Shocking Customer Service – 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 (HELLO – FAULTY 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?

84 comments 32 voices

Replies

  • 8 yrs, 12 mths ago

    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.

    Aussie VIP’s receive free postage & returns as well as huge discounts everyday. They also receive previews to special offers & bi-monthly beauty boxes/vouchers etc.

  • 10 yrs ago

    Im so surprised to read all the bad experiences here re Mirenesse. I’m a VIP and have made countless purchases …. only had one problem that was recent,,, a lip bomb trio i ordered, one was wrong colour and just my luck the colour i couldnt wait to receive was the incorrect one sent… i emailed them straight away, they responded apologetically and pleasantly, i did have to submit a photo of the wrong bomb.. they then sent me the right one and told me to keep the incorrect one (which i gave to my sister) so i didnt even have to send it back… I cant rave enough about their products esp skin care, its done wonders for my 47 year old skin and everyone notices, their skin clone & other make up is awesome…Ive tried all their mascaras, maybe its just my lashes but didnt get the results i was hoping for (love how they’re totally smudgeproof tho), UNTIL i purchased to cougar mascara that i use over the top of them, now im happy! … only 1 product disappointed or maybe I just haven’t got the hang of it yet.. is their studio magic concealer compact… I was dying to get this for my birthmark as its supposed to even cover tattoos… other than that I’m a huge fan ….even of their daily emails LOL i love them , sorry went off course there a bit re customer service but i dont have many friends i can ramble on so much about Mirenesse to.. anyway Overall my 2 cents worth is Im super impressed with their products and customer service… really blessed I discovered them… and very sorry to read of all the frustrations experienced. I’m surprised.

  • 10 yrs ago

    I had a really bad experience with Mirenesse but until I went through this entire thread I had no idea that their customer service was a major problem and I can’t believe that they treat loyal customers the way they do. My problem began when I received the incorrect product – I ordered two types of foundation and received two different types instead. I contacted them and they gave me an address to return the two products, I was told that when they received them they would send out the products I wanted. I am used to purchasing items over the internet so I took out insurance and sent it to the address they gave me. After ringing them over a period of several months when I was continually told that they had not received the returned items I was eventually told that the address they had given me was incorrect – it was an old address and also there had been a fire at that post office so they had no record of receiving it. End of story no refund from them, I was out the original order plus the two postage amounts including the amount I paid for insurance. I was then given no alternative but to contact the post office in what proved to be a problematic move as they told me that according to their records they had sent my package to Mirenesse. After many telephone calls, emails and a massive amount of stress I gave up about four months after the incident. Very average customer service – well from my point of view no customer service. At least my skin was not damaged or harmed, how low do they place customer service on their mission statement – at the bottom or missing in action!!!

  • 10 yrs ago

    Hi all,
    Bad customer service at Mirenesse? You could say that! Ordered and used a Micro Lift Bead cleanser….ruined the PH balance of my skin, required hydrocortisone cream and anti-inflammatory treatment, now have scars…pics sent to Mirenesse resulted in a $6.98 replacement product….they could not have cared less….
    BTW,to the fans of the Mirenesse tubing mascara, a similar Australian product at half the price can be found at ‘Designer Brands’ or ‘DB’ online or at some chemists.
    Sharon.

    So sorry to hear about your incident monkeygirl – did you ever find out what ingredient caused that awful reaction?

    Thank you so much for the DB recommendation – Mirenesse have deleted my favourite super-curl mascara (plus L’Oreal have also deleted their tubing mascara!!!) and I’m looking for an alternative. They’ve been increasingly annoying of late, sending multiple “flash sale” emails for products that are out of stock, so I’m happy to take my business elsewhere.

  • Bronze
    10 yrs, 1 mth ago

    Hi everyone. My review was removed from this site as Beauty Heaven were worried about legal implications due to not being able to verify what I was saying was true.

    However Mirenesse has since deleted my account after my review on here. I did not ask to be deleted. I feel mirenesse is trying to silence my experience with them. Why else would they need to delete my account?

    One of the worst customer services I have ever experienced. In my personal opinion this company does not conduct itself in a manner I find ethical and I find their advertising and other aspects of the site misleading.

    I would not recommend them to family and friends.

  • 10 yrs, 2 mths ago

    Hi Monkeygirl,
    so sorry to hear about your awful experience! I hope you hear from Mirenesse and they at least refund you the full amount that you paid for the cleanser.
    I have been unhappy with how they have advertised products and some of the prices in the past,so have only ever bought things on special, but have not had the bad reaction as you have.

    What did your doctor say about your reaction to the product?

    Hi there,
    The Doctor said that I appeared to have ‘friction burn’ and also I was more than likely either allergic or intolerant to something in the product. He referred me to a Dermatologist who agreed with the above and added that my PH balance/level was pretty stuffed….Mirenesse did not refund me at all (I did try) they said that because this item was part of a ‘Gift Set’ I would need to return the whole set, but since I had already used the other items I couldn’t do this. They elected to send me a small moisturiser instead, what the…..???? I really didn’t want to do this but am seriously considering legal action.
    Thanks for asking, I do appreciate it.

    I’m a fan of Mirenesse products but have been turned off them due to poor customer service – I feel your pain!

    What a lot of people don’t realise, is that Mirenesse is actually engaging in illegal conduct – their advertising practices are an example (eg, they shouldn’t be putting terms and conditions in the fine print of their marketing emails). More people need to call the company up on what they are doing wrong, otherwise things will never change.

    I’ve also been treated like an idiot and a hassle by the company. That’s not what customer service is about. I order online from many different companies and have never experienced difficulties with any of them. Mirenesse is the exception. Be careful with them, is my advice – and stand your ground.

  • 11 yrs, 9 mths ago

    What a weird story Mural. I would’ve told them where to go, in no uncertain terms! Who do they think they are?

  • 11 yrs, 9 mths ago

    Hi Monkeygirl,
    so sorry to hear about your awful experience! I hope you hear from Mirenesse and they at least refund you the full amount that you paid for the cleanser.
    I have been unhappy with how they have advertised products and some of the prices in the past,so have only ever bought things on special, but have not had the bad reaction as you have.

    What did your doctor say about your reaction to the product?

    Hi there,
    The Doctor said that I appeared to have ‘friction burn’ and also I was more than likely either allergic or intolerant to something in the product. He referred me to a Dermatologist who agreed with the above and added that my PH balance/level was pretty stuffed….Mirenesse did not refund me at all (I did try) they said that because this item was part of a ‘Gift Set’ I would need to return the whole set, but since I had already used the other items I couldn’t do this. They elected to send me a small moisturiser instead, what the…..???? I really didn’t want to do this but am seriously considering legal action.
    Thanks for asking, I do appreciate it.

  • 11 yrs, 9 mths ago

    Hi Monkeygirl,
    so sorry to hear about your awful experience! I hope you hear from Mirenesse and they at least refund you the full amount that you paid for the cleanser.
    I have been unhappy with how they have advertised products and some of the prices in the past,so have only ever bought things on special, but have not had the bad reaction as you have.

    What did your doctor say about your reaction to the product?

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