R R.

The products that I've gotten so far (eye liners, mascara, and lip gloss) have been pretty good (though the Zen mascara wasn't all that and I had to toss it because it kept clumping), but their customer service SUCKS. I placed an order of 2 eyeliners and 1 lip gloss and they didn't send one of the eyeliners. I emailed them 2 times and got no response beyond the "automatic reply", I contacted my sales rep. Who then got her directors involved... ONE MONTH after I received my order I finally got the other eyeliner (only because other people got involved). The directors extended their apologies via my sales rep, but one would think that because it took so long there would at least be a "let's compensate (refund) you (at a minimum) the eyeliner that took so long to get to you because the company/warehouse messed up" to go with that apology. Nope... just another apology extended via the sales rep and a "hey you got your product so we can't (won't) compensate you with a refund for the eyeliner".

The sales rep offered to refund me out of her pocket, but it's not her fault that the screw up happened so it's not her responsibility to do that. The warehouse sent me 2 out of 3 products, so the company should be making amends.

Yeah I know it's cosmetics... it's not the product so much as it is the principle of the matter.