I recently ordered the set of the “re-released” Christmas palettes, and unfortunately one of the matte shadows arrived broken. I reached out to customer service with photos, asking to be sent a replacement shadow.
Their response was to offer compensation toward a future order instead.
While I understand that replacements can be costly for businesses, I feel conflicted about this outcome since these palettes are quite expensive ($70+). At this price point, I do expect the product to arrive intact or that remedies for damaged items should not be contingent on placing another purchase.
Genuinely want to support indie brands, but this experience has made me a bit hesitant about purchasing from international indie companies, especially when it comes to how damaged items are handled.
by auroroboros
4 Comments
Terrible CS. They should replace it or at a minimum refund the purchase, plus shipping.
i can’t remember if they sell singles or not. if they sell the broken shade as a single, ask to be comped the MSRP of the broken shade as a negotiation. this way you get what you want (partial refund and ability to replace shade on next order) and they get what they want (not spending additional money on shipping).
write back and request a refund, and failing that, you’ll contact your credit card company for a chargeback.
i doubt there’s a system set up for you to actually get a free item with your next order anyway.
This is awful! Like it’s *your* fault shipping prices are so high, OR the shadow came broken?! It’s the company’s responsibility to eat that cost. This is ICKY!