ComplaintsforMisaki Cosmetics

• Initial Complaint

  08/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 2nd, 2023, I placed two orders for contacts. I inquired about my order several times through PayPal. On June 21,2023 I received a tracking number with no information besides a label was created. The label was created the day I filed a complaint through PayPal. On July 6, ***************************************** the mail and I was only refunded ***** which was for the first order of contacts. On July 17, 2023 I requested a refund of $67.15 which I've yet to receive.

  Business response

  08/28/2023

  Hello *****,
  
  We deeply regret the delay you've experienced with your ****************** Toric lenses. We want to assure you that the lenses are currently being remade in our factory and are nearing completion. Once the process is finalized, we will promptly arrange for the shipment.
  
  Kindly let us know if you would prefer to proceed with the order or if you would like a refund instead. Thank you for your understanding.

  Customer response

  09/02/2023

   
  I am rejecting this response because one my name isn't *****. I was told back in June that my order was on the way and was given a frivolous tracking number. Than the beginning of July you said my package was lost and my order was being remade. I requested a refund through PayPal in the middle of July. It is now September and I still don't have the contacts nor the refund.
  
  

  Business response

  09/05/2023

  Dear Ms. *******************,
  
  We sincerely apologize for the delay you've encountered regarding your ****************** Toric lenses. We want to reassure you that the lenses are currently in the process of being remade at our factory, and they are nearing completion. Once this procedure is concluded, we will promptly make the necessary arrangements for shipment.
  
  If you could kindly inform us whether you would like to proceed with the order or if you prefer to receive a refund instead, we would greatly appreciate it.
  
  Warm regards,

  Customer response

  09/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I will proceed with the order since they stated the contacts are near completion. I also would like an estimate on when I may receive my order.

  
  Thank you. 

  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 3 sets of Colour Contact lenses online on the 31 May 2023 from Misaki Cosmetics.The company shipped the order incomplete with only 1 set of contacts. I was never informed of any problems with the order until I received the package on 25 July. After some chasing up they told me that they had production delays and would despatch the remaining lenses (2 sets) as soon as possible. On the 9 August I received the second.package. This contained only 1 set of contact lenses in the wrong colour. I wrote immediately to Misaki and was told, basically, that none of the issues I experienced are their fault as the lenses are manufactured by different outfits and shipped out separately. They did not acknowledge that they have made (several) mistakes nor did they offer to rectify the mistakes and send me the missing items that I have paid for. My contract is with Misaki Cosmetics not any of their sub-contractors. They have not fulfilled the sales contract and yet they persist in blaming others and show no sign of taking responsibility for misgivings.

  Business response

  08/11/2023

  Dear ******,

  You have ordered 3 boxes. Of which 2 boxes you have requested to 4T Grey which we have delivered 1 Box on the 25th July. (We were supposed to owe you the 4T grey) however, you requested to change it to the original brown (therefore we would have to remake another pair) we can't simply just change the order as these are customized items needed to be manufactured. ON the 9th August we have delivered the **********************  Therefore, the only item unshipped was the ***************** that you have requested to change to. We can refund you for this 1 box. Or please confirm if you would like a refund or wait for this order. Thank you

  
  Regards

   

  Customer response

  08/13/2023

   
  I am rejecting this response because:

  I appreciate that the business response is more conciliatory.  Their previous communications were notOnce again, they have got their facts wrong- I have email exchanges to confirm this.  My original order on 31 May was as follows:-
  2 boxes of ****************** Coloured Contacts 
  1 box of ********************* Coloured Contacts
  
  On 1 June I wrote to Misaki asking them to change the colour of one of the sets.  I wanted the  ****************;replaced by the *****************   On 1 June, Misaki replied confirming that they had made the change as per my request.  And the first package I received contained 1 set of *****************
  The second shipment should have contained 2 boxes of ****************** Coloured contacts.  I received instead 1 box of **********************  
  Although, I appreciate (and accept) Misakis offer of a free set of contacts, I would like them to acknowledge that they were the ones who completely messed up my order.  I would like also like Misaki to:-
  supply the missing 2 boxes of ****************** as per my order; and 
  compensate me for the additional customs charges I had (and will have) to pay and the next shipment.

  *************************

  
  

  Business response

  08/16/2023

  Hello ******,
  
  Your initial order placed on May 31st consisted of the following items:
  
  2 boxes of ****************** Coloured Contacts (with a requested color change to 4 Tone Grey)
  1 box of ********************* Coloured Contacts
  
  On June 1, you requested a change for the ****************** to 4 Tone Grey. (Please see attached email request)
  
  On June 25, you contacted us to report that you only received 1 pair of 4 Tone Grey and that 2 pairs of ****************** were missing from your order.  We realized that we still owe you 1 pair of 4 Tone Grey but we immediately made 1 ****************** since you mentioned this color is missing.
  
  On August 10, you emailed us that you received 1 pair of **********************  
  
  You have received 2 boxes already with the correct color as per your email request. Therefore, we just owe you 1 pair of lenses.  We apologize for the delay with your 1 pair of ******************, it is almost finished and will ship immediately once done.  We can refund you for this 1 pair. Or please confirm if you would like a refund or wait for this order.  Thank you.
  
  

  Customer response

  08/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and I wish to close the case.
  
  Thank you. 
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  -Order placed on April 25th -Website has 30-Day Guarantee (Im guessing to create the contacts)-States contacts arrive within 35 days -Every time I email the company (Ive emailed on a weekly basis after the 35 day **** had passed), they say my contacts will be completed and shipped shortly. They still have not even been completed.-I has now been nearly two months - a month longer than they were supposed to take.-Last week I emailed that either my contacts needed to be shipped or I wanted a refund. I received neither.

  Business response

  06/21/2023

  Dear ******,
  
  As stated on our website, Toric/Astigmatism lenses are customized items and require ***** business days to produce and ship. We will have your order shipped within 4 weeks from the date of your order and send you a tracking number when it ships. For express shipping it will be shipped by express service and delivered within 2-3 business days, and regular shipping is 7~14 business days (from the date it is manufactured). 
  
  
  The tracking to your package is 9400109104250508297714
  And the link to it is: *******************************************************************************************************************************************

  Based on the tracking system, your package is currently in transit and is bound to your shipping address provided.
  
  
  For more detailed information that can be accessed by the courier service only, kindly contact your local postage office with the tracking above.
  Regards,
  Misaki
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩