BeautyJoint Fail! My bad experience with the customer service from BeautyJoint.com | KITSCH/SNITCH

BeautyJoint Fail! My bad experience with the customer service from BeautyJoint.com

February 5, 2013


I have had a pretty shitty day today, so I am in the mood for a rant! Adding to my shitty day was the progress of a blush that I ordered from BeautyJoint.com over two months ago now. I wanted to write this post because living in Australia, I rely strongly on online stores to buy hard to buy makeup or to buy cheaper makeup. I have placed three large orders from BeautyJoint and the first two were fine, but in the third order, which I placed in late November, didn't work out very well and I am still trying to get it sorted out... over two months later!


I ordered a NYX blush in Taupe (the famous contour colour) among quite a few other items, and nearly two weeks after placing the order, I got an email saying that they actually ran out of stock of Taupe. They offered store credit or to replace it with another shade. After a few emails back and forth (mainly about me asking whether I will have to pay the $12.75 shipping for a single blush when it finally comes in stock!), the customer service guy Tim said that shipping will be included (yay!).


I was on BeautyJoint the other day having a look around and I realised that Taupe was back in stock... so I added it to my cart and tried to process the order. I realised that there was no credit given so I emailed again, and instead of Tim, Brian replied... he said that my account has now been credited with $2 for shipping (which for some reason is coming up on my credit as $1.80), and that the credit for $4.80 for the blush had already been given in December. Currently in my account there is only $1.80 credit, and no sign of the credit from the actual blush, which is strange because I haven't placed an order since then so I definitely have not used up any credit! In addition to that, I paid $5.99 for the blush... but for some reason they won't refund the whole amount! I have since queried this with no reply!



So as a summary, I paid $5.99 plus shipping for a blush that I never received, and now in order for me to get it sent out to me again (after being promised a full refund with shipping included) I now need to pay $1.19 for a blush I already paid for (and that's if I finally get $4.80 credited), and a further $10.95 for shipping? Come on, I wanted that blush but its not worth me paying twice the retail price and twice the shipping!

After a bit of googling, I have noticed that I am not the only person who has had an experience like this... See Sandra's experience here.

I just wanted to share this with my Australian readers because I know that BeautyJoint is quite a well known website, and I don't want this rubbish to happen to you too. Rarely do you come across such bad customer service, and I honestly I don't think I will be placing any BeautyJoint orders in the future!

Rant over!

Feel free to leave any comments about any bad online shopping experiences you have had, it's helpful to let people know about them!

39 comments

  1. What disgusting customer service! You could have gotten 2 or 3 blushes with that money.
    And I am seriously disturbed by the highly airbrushed picture in their websites main page.

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    1. Or a MAC/Illamasqua one! Not happy!

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    2. Also your comment about the airbrushed picture literally made me "lol" :P

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  2. oh no thats bad. i never buy in their store before

    visit my blog ^^
    www.luchluchcraft.blogspot.com

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  3. I recently ordered from them in the first time and was very happy with my order.
    It's sad that this time you didn't have a good experience!
    I find that companies do tend to mix things up a lot regarding refunds/store credit etc.
    But that is just downright confusing and they honestly should just give the free blush :P

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    Replies
    1. Agreed, and I have spent quite a lot of money on that site, they should go out of their way to keep repeat customers!

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    2. i have the same problem. they didn't reply my email. even i didn't get my products.

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  4. Oh man, that sucks!! :( My worst experience was with Fashion Mecca. They sent me really old NYX stock so the swatches were completely different to online. I use Cherry Culture instead. The shipping is pretty steep but they are reliable and often have sales and 20% specials. They stock Nyx, Milani etc etc.

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    1. I will definitely try Cherry Culture instead! Its not as if BeautyJoint had cheap shipping!

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  5. That girl in your screenshot of BJ looks SCARY. o_O?
    Thanks for the heads up lovely! I hope you'll get it sorted out soon though. I've never heard of 'Taupe' as a contour colour.. keep us posted about this AND when you do get your hands on Taupe! :P xx

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    Replies
    1. I was really looking forward to trying it... I will get it some how and do a thorough review on it :)

      I know! She looks plastic!

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  6. I have ordered from them before and never had a problem!

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    1. I think if it runs smoothly then its fine... but if there is a slight muck up, they handle it really badly!

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  7. Oh that sucks!

    I used them for shipping to NZ but there wasn't anything complex about the order. It looks like maybe they're okay if they get it right the first time but after that, you're screwed.

    I hope they solve things to your satisfaction.

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    Replies
    1. Agreed, and I think how a site handles muck ups really shows how good they are... and Beautyjoint failed that test!

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    2. Harriet, im new to ordering from beauty joint also from nz. Im just wondering i selected the pay on arrival as i wasnt sure about adding cc details you wouldnt know how you go about paying. Do they send someone to pickup payment or what im unsure lol :)

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  8. So lame. I have ordered from them before and haven't experienced a problem, but shipping did take forevvvvvveerr.

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  9. That's terrible, i hope they sort it for ya

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  10. That's so annoying! I've ordered and was lucky enough to not have a problem (except shipping taking a long time!)
    I have read some horrible things about the way they handle problems and that's enough to put me off buying anything from them again! It's so unprofessional to not offer a refund if they don't have something in stock. There's too many other options for online shopping these days to be able to treat your customers like crap.

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    Replies
    1. Agreed! Other websites are more than happy to send out a separate order when there is a much up from their end! This has been too much hassle, it's not worth the risk!

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  11. That's terrible, I know you haven't be robbed of a large amount of money but who knows how many people they've done this to and how much money they've made from it. Too many companys get away with treating people disgracefully and basically robbing them left right and centre.

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    1. I bet it happens all the time and people let them get away with it! It's a horrible way for them to make money, because they have definitely lost a customer with me!

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  12. Dodgy! Sometimes it really does suck living in Australia. Whats the deal with the part refund? Mega dodgy!!
    I haven't had any issues with beauty stores but did have a fiasco with Swimsuits for all... headache!! I only really ordered because it worked out pretty cheap with 2 cossies and postage, but then one was out of stock, they abused me for not telling them what I wanted to do with my order {cancel, continue etc} AFTER I'd already been sent an email saying the in-stock cossie had been sent!
    Online shopping can either be Great.. or totally SUCK! Good luck getting it sorted!
    btw - I finally got my LHi box today - got the dark BB cream.... :-/

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    1. Yeah I like living in Australia, but shopping here sucks! Why can't stores keep up to date with their stock? and then they get shitty at the people buying them... pffft thats so shit!

      Oh bummer about the dark BB cream! I feel your pain! Also, thats super late for a "January" box :S

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  13. Hey, i have a question, was your shipping and billing address the same? or different address? Ofcourse, the billing address has to be the one on the Card, but should the billing and shipping address be same?

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    1. Mine was the same, they should be the same if you're buying it yourself and you want it to arrive at your house

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  14. Hi kat, I came across your blog because the exact same thing happened to me, except I m in Mexico. I had already made two LARGE purchases and got my items within 2 weeks. I placed another order and decided I was gonna fork up the extra cash (like 80 dollars?) to be a premium member, well, I haven`t received my items and it will be 2 months tomorrow. I`m so angry and disappointed. I have emailed them and the only response I get is a pre fabricated one saying it normally takes between 2 and 4 weeks to receive items. BUT it`s been 8 weeks! Gosh I am so frustrated and I spent a lot of money. Any tips on how to proceed?

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  15. Hi kat, I came across your blog because the exact same thing happened to me, except I m in Mexico. I had already made two LARGE purchases and got my items within 2 weeks. I placed another order and decided I was gonna fork up the extra cash (like 80 dollars?) to be a premium member, well, I haven`t received my items and it will be 2 months tomorrow. I`m so angry and disappointed. I have emailed them and the only response I get is a pre fabricated one saying it normally takes between 2 and 4 weeks to receive items. BUT it`s been 8 weeks! Gosh I am so frustrated and I spent a lot of money. Any tips on how to proceed?

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    1. I would keep emailing them every week or so until the respond. Once they do respond and you have a specific customer service person to talk to, they are a little more receptive!

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    2. OK will do! Thanks, and I`ll let you know if I ever get the package.

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  16. Hello kat, me again with the final verdict about this odyssey. Basically I spoke directly with a person in customer service(CS), they said in a nutshell "too bad so sad" . So I asked for help in finding my package maybe in customs or where? and they replied "well, it's your fault for not buying the package insurance" (which by the way, I didn't pay for because they say that with international orders they are not responsible even if you pay for the insurance). So they offered just 25% refund in store credit (no shipping costs included) Oh and let me tell you I had ordered over 80 dollars in makeup plus maybe 30 dollars for shipping. I had already done my research and found out that you CAN get a full refund, but I guess it just depends on the person in CS you're contacting. I mentioned your case and another of a girl in Italy who also got a full refund and I asked why they don't apply this lenience to all international orders. She apparently was annoyed and sort of told me to take the 25% or nothing. This does not sit well with me and I will definitely spread the word. Sorry for the long post and thank you also for speaking out against this horrible CS.

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  17. Have to agree about the costume service,its the first time i ordered from them and its been a month and it hasnt come yet..i sent them twice a message and they havent replied yet..im worrried if they wont reply i want my money back :( i dont know what to do :(

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  18. I placed my order on beautyjoint last week but the status keeps saying "processing". I e-mailed them and they told me that they can't ship it because they think my address info is incomplete. I wonder why they didn't even bother informing me about that especially after transaction is complete and they got paid. Now my coupon seems to have expired. I told them that I mainly shop online and I have never encountered any problems. I even sent them my address again with a few explanations and I'm waiting for their response. I really hope all goes well, I'm actually a bit worried and disappointed by their lack of professionalism. If I manage to ever receive my order I will def. post a full review on my blog.
    Thanks for sharing your experience

    www.audreysglams.blogspot.com

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    1. i have the same problem. i called them but didn't get any proper answer.

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  19. Do you know how long standard postage takes to get to Australia?

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  20. Hey which shippping option did you pick at beautyjoint? and how long does it take to arrive?

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    Replies
    1. normal shipping... and this order took ages to arrive... normally it takes around 2 weeks

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  21. I order from them almost a month ago for up to 105$ and they wont ship it or reply my emails. I am going to contact the police

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