4 yrs, 7 mths ago

Damaged Makeup

Hi All, I need some help. I ordered a makeup palette from an online company and it has arrived broken. I contacted the business and I got an email pretty quickly saying that it was packed really well and I would need to take everything to Australia Post to get a refund from them. I went back to the business website and it says that if Australia Post decides to refund the seller rather than the buyer, the business will contact the buyer to offer a replacement (if in stock) or a refund or store credit. Is this correct? Because I have to admit to being pretty confused. I feel a bit cheated, to be honest. Does anyone have any advice they could offer in this situation?

26 comments 32 voices

Replies

  • 4 yrs, 6 mths ago

    Raweth, thanks for giving us an update. Discount Beauty Boutique have given themselves a negative reputation by the way that they have dealt with you.

  • 4 yrs, 6 mths ago

    Hi Raweth

    I’m not sure if you mentioned the brand of eyeshadow but if its not a Discount Beauty Boutique brand, I would contact that brand and also let them know of Discount Beauty Brands bad customer service just so that they are aware of it.

  • 4 yrs, 6 mths ago

    Omg that is terrible customer service on their behalf and sounds so dodgy. They should have given you a full refund, it was a problem on their end, terrible service on their behalf not only having poor communication skills and making it difficult for you in order to get a resolution but then offering half the amount refunded. Sorry to hear you had such a bad experience but thanks for sharing your experience with them so we all know to avoid them.

  • 4 yrs, 6 mths ago

    Ok guys, here’s the end of the story. Fair Trade managed to get onto Discount Beauty Boutique, and they offered me a partial refund for the broken eyeshadow. I said no. That is going to be the end of it.

    The lady at Fair Trade said having looked at my pictures, she truly believes the eyeshadow was likely broken before it got shipped. She also thought the suggestion of a partial refund was ridiculous, but they can’t force the business to do anything, unless I would like to pursue legal action, which of course, I won’t. She also said that the website was a good example of an issue that Fair Trade is looking into doing something about, which is that websites can manage their own feedback. (because Discount Beauty Boutique has over 7000 reviews, and as far as I could see, none of them are under 4 stars)

    Anyway, thanks to you all for your advice, all I can say is that I don’t recommend purchasing from Discount Beauty Boutique!

    • 4 yrs, 6 mths ago

      Thanks for updating us with the end of the story Raweth, I’m so sorry that after all that hassle you still never managed to get a refund. That’s completely ridiculous and we all now know not to shop from discount beauty boutique – that’s for sure!! Definitely need to shop somewhere reasonable enough to at least do returns for damaged items. Discount beauty boutique is sounding very scammy. They may even have bought damaged stock cheap to flog off in the first place.

      You’re probably completely over the whole palette at the moment, put off by this terrible experience, but I did actually see an article on here a while back about how to fix broken palettes with a few drops of rubbing alcohol and a paper towel and compressing the product back into the tin. Maybe worth a little DIY fix up so you can still use it!

      • 4 yrs, 6 mths ago

        Thanks CaitMay, I actually have watched a few Beauty News vids and did try re-pressing the broken shade, so we`ll see how it goes!

  • 4 yrs, 7 mths ago

    Paying with PayPal really helps, it doesn’t cost anything and if you have this kind of problem PayPal will actually refund your money (you have 180 days to lodge a complaint).

    It maybe worth contacting your back because they can reverse the charges in some cases.

    Personally I don’t trust reviews that don’t follow a normal distribution, not every transaction is going to be perfect. I once submitted a one star review for a product on Marc Jacobs Beauty and it was published as a five star review, I contacted the company many times but they’ve never changed it!

  • 4 yrs, 7 mths ago

    Hahaha! I’ve just got an (obviously) automated email from this seller asking me to review my purchase so I can get a coupon code! I bet if I leave a negative review it won’t make it onto the site though. More than 7000 reviews and not one of them less than 5 stars!

    • 4 yrs, 7 mths ago

      Haha I’m sure that’s the case, however submit a terrible review anywhere and everywhere you can! Anything you can do to get their attention.

  • 4 yrs, 7 mths ago

    I have gone ahead and made a complaint to Fair Trade. Should be about 10 days for them to contact me. Even Australia Post says that a buyer should approach a seller first to rectify the matter rather than go to them to get a refund for a damaged item!

  • 4 yrs, 7 mths ago

    I recently emailed a company because a product that I received from them was slightly damaged. This didn’t bother me because the damage was subtle, but then I had further problems with the product. I contacted the company and they told me to return it and they’d send me a replacement. Not once did they say that I should take up the matter with Australia Post.

  • 4 yrs, 7 mths ago

    I’ve received palettes in the mail from across the world that were not damaged… many a times over the past 10 years… never any damage. It isn’t the shipping! If the product is well made, regular shipping shouldn’t shatter it – and if it does, that should be so rare that it’s not a big deal for them to replace.

    Definitely keep the pressure on!

  • 4 yrs, 7 mths ago

    She’s still ignoring my emails. This is going to be a long ride I guess.

    • 4 yrs, 7 mths ago

      My goodness, I hope they know what hate their getting for their terrible customer service.

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