ComplaintsforSubtl Beauty

• Initial Complaint

  10/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for $198.30 on 08/15/23. I recieved an email that an item was not available.I responded immediately, they refunded the $35 for the product leaving $164.30 paid for the order. I was told the order would be sent on for processing. 09/07/23 I emailed the company, I had not received my order. I told them if I had not received the order by 09/15/23 I wanted the order canceled and my $164.30 refunded to my PayPal account. They agreed that it would be done. 09/26/23 I still had not received my order. It was now 6 weeks.I emailed again asking them to cancel the order & not ship it. They said they would work on processing the refund, the next day I get a shipping confirmation. I again reply on 09/27/23. They say they are looking into it. next response I get is that I should recieve the order on 09/30/23. I again respond. waiting 6 weeks for delivery with no communication is unacceptable. I did receive the package on 09/30/23. I email again, telling them I received the package, but I don't understand why it was shipped when I asked them to cancel my order & refund my money This is what they had agreed to do. I informed them that if my refund was not in my account by 10/03/23 that I would be contacting the BBB.The last email I received was 10/01/23 stating that the product had been delivered.I again informed them I didn't want the product, I am seeking a refund of the money which I paid $164.30 for the product though I should be asking for more due the hassel,stress, and time I which have had to invest in trying to initially get the product, then when it didn't come and didn't come seekinh a refund for their horrible service,NO ACTION has been taken to get MY REFUND processed.I have tried 3 times to put in a dispute to resolve this through PayPal but every time I loaded it at the end it never registered the open case,this is the second reason why I am contacting the BBB because I feel I have no where else to turn.Can you please help me get my money back??

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund from this makeup company because I had some issues with the product that I received. I have been trying to get the issue resolved for a week now, and still no refund. They respond promptly but never update me with new emails unless I ask about the progress. And even when I have asked for the progress on refund they say the same thing over and over again, “we are working to process your refund and will email you as soon as we can”. They don’t have a customer service number which is crazy, so you’re put on an endless cycle of worthless emails. This is fraud and I’m here to report it. They owe me money, and they’re not doing anything about it. I asked for a phone number so I could actually talk to someone, but they said they don’t have one and is not in their power to provide customers with a phone number. What kind of business is this?! They should be put out with this kind of service and fraudulent devices. I’m hoping someone can help me with this issue, I desperately need help.

  Business response

  08/24/2023

  
  I hope this message finds you well. I understand we have a matter to discuss raised with the BBB. Rest assured, I will be escalating this issue to my manager promptly to ensure it is resolved diligently and efficiently.
  
  We'll work together to settle any concerns you have. Your satisfaction is paramount to us. I assure you a comprehensive review of complaint #******** will be undertaken and we will follow up as soon as possible.
  
  Don't hesitate to reach out if you have any further questions or need additional assistance in the meantime.
  
  Best,
  Jen

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ********* *********

*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. ↩