Thursday, July 21, 2011

VERY Quick e.l.f. Update

Just thought I'd post this in all of it's glory for you guys to see. Brittany is my godsister, by the way.

More lies from the company.

It was refunded, eh? Really? That's funny. I never got any money back. And also, the girl who first commented... they'll send it to me? Really? That's funny too.

I sent the following email to customer service about an hour ago:

It reads:
"Dear whoever sent me this email that doesn't have the courtesy to sign off on it,

You have NOT refunded my credit card. You CHARGED my credit card for items that were not sent to me. That is fraud and illegal under not just Visa's laws, but also the FTC Trade Laws. I was charged $45.65, and the only items I was not charged for were the nail polishes.

Another correction to your email: They ARE NOT out of stock. Customers are able to order the Radiance Enhancers right now on the website. If that is incorrect, you need to adjust your system to reflect that as allowing someone to pay for something you don't have in stock is also fraudulent.

I would like my 2 Sunrise Radiance Enhancers and my Spotlight Radiance Enhancers shipped by your company to me by the end of business on Friday, July 22, 2011.

I would also like a refund on the 2 Gunmetal Shimmer Eyeliners that I ordered that you do not have in stock. That means another refund of $0.60 is due to my account.

If this problem is not solved to my satisfaction, I WILL be filing a report with Visa fraud protection, the FTC and the Better Business Bureau. What you have done is illegal. You cannot legally charge someone for items that you never had any intention on sending. They were out of stock when you charged my card, and therefore I should have never been charged. Now that I have been, I want what I paid for

Wendy Dunlap
Also, please see the blog post I have done about your company and it's questionable business practices. I will take this to the news if I have to."

Oh man... this is getting interesting.


  1. Ugh. That's more or less the only thing I can think to say. Not okay, ELF. Not okay at all.

  2. That's unbelievable. e.l.f. should be more concerned with keeping returning customers satisfied opposed to treating them so poorly that they (and anyone else that hears about something like this) will never want to purchase their products again.

  3. I can't believe thier dumbassey... and that first email they sent you totally read like a form email as well.

  4. GO WENDY!!! I’m so tired of businesses thinking they can treat customers however they want because of being inexpensive! I will pay more for better service. I recently just placed and received and order from e.l.f. and thankfully I did not have any problems – but I have to admit I just double checked to make sure it was right. Not sure if you were part of the NYX fiasco, but that was a disaster as well. HOPEFULLY that make right by you, and you get what you want. Whatever happened to “The customer is always right.”

  5. Good for you. Glad you've sent them that email. They need to know. I really hope everything ends up working in your favor, Wendy. Keep us updated!

  6. Keep on them, you should get what you paid for. Thanks for posting this, others will see it too and have more willpower to do something about it.

  7. I have had some problems with ELF (UK). I placed an order and they shipped it out 28.06 and I still haven't received it. I contacted the company and they said you got to wait 14 working days. I said if you don't know how to count then I will tell you 14 working days have passed. After which they told me to contact me neighbors and post office and see where my package is.. I said no one has my package and the post office said if you didn't get a notice from us it ain't by us.
    After which they said you have to wait 25 working days for international shipping.
    I said I want either a refund or reshipment. They never acknowledge it.

    I wonder why ELF from Italy has been answering my emails and not the ones from UK?

    First time I experienced this with ELF.

  8. @CopyCat: Just thought I'd let you know that if you're in the UK... if you don't receive your order within 30 days from the ORDER date, then you are entitled to a full refund. No questions asked. I ordered from Accessorize and wasn't receiving my package, 34 days went by, so I requested a refund. They immediately processed it. Package showed up 5 days later. Not my problem!

  9. @CopyCat: I should say, if you're ordering within the EU.

  10. The saga continues... it is completely unacceptable for a company to charge before they have verified all items are in the package and then send off to have it shipped.

    It is practically like to going to a retail store, having ten items, having the cashier scan all ten items, and watching her put all but two into your bag. You would never walk out of that store until she physically put them into your bag and you left with them in-tact.

    I wish that more people were aware of your experience, as well as the experiences of others which are uncannily similar. Then again, there are many times a "big" company will still refuse to acknowledge that poor service and treatment of their customers.

    It's unfortunate that these big companies (especially e.l.f. and NYX, whom so many girls rave about) rake in so much profit when there are small, independent companies that do ANYTHING for their customers... *they* are the ones that deserve more attention and praise, to be honest.

  11. I sincerely hope that you do take this to the news, I'm almost positive that a ton of people would come forward with similar stories.

    I had just placed an order last week, and they charged me for it (was deducted from my credit card) BEFORE it was shipped. I checked my order status and it said "Order still being processed" so I was VERY intrigued when you said that it is illegal to charge someone before you ship them the items.

    I waited 8 days while it was processing before I contacted them and this was the sorry excuse for customer service I received:

    I have already placed an order well over a week ago and I'm getting upset that it hasn't even SHIPPED yet. When I ordered, I was told shipping would take between a certain amount of time, but you fail to mention the amount it takes to process an order. This is terrible customer service.

    We apologize for any inconvenience it generally takes about 3-5 days to process an order and once it gets shipped out you will receive and e-mail with your tracking information. If you still have any questions or concerns please feel free to contact us at 1800-231-4732.

    Well it has already been 7 days, and still nothing has been shipped. I'm upset that I have already been charged for this on my Credit Card, yet I have nothing to show for it.

    Our records indicate that your order shipped on 7/22/2011 via FEDEX SMART POST/USPS. Tracking number is: removed this part

    Please be advised that if the order shipped out recently, the tracking information at may not be updated for at least 24-48 hours.

    the e.l.f. team

    It's funny how much bitching I had to do before they finally shipped it, especially after I mentioned that I was charged on my credit card before they shipped my products.

    Please let me know if you need any back up, I'd be happy to help!

  12. wow, this is intense. they need to tighten up because this is ridiculous. i feel for u and hope it gets all sorted soon ! <3

  13. Good lord.....hopefully they send you your missing items! If they DO manage to actually do that, hopefully they are not packaged in a shopping bag in a box!!