This is about my second order with makeupmania.com
The first order had issues, which eventually got resolved. Eva informed me that staffing issues were the root of the problem and that those were being addressed. Fast forward a few months. I have a performance coming up and the only retailer shipping to Canada to carries what I need is makeupmania.com. So I placed an order, on Oct 14th and received a confirmation ( though no tracking number) that my order was being processed.
Well, it is now Nov 4th and I still don't have my order. I have checked their website and the status on my order is "awaiting fulfillment"! As you can guess, I was rather puzzled by this and sent a few emails to Eva. I sent those over the course of a little over a week. I have yet to hear an answer. And now I am scared that by the time I get an answer, I will get the same answer as Mrs. Manuel below, that too much time as elapsed and they process a refund. I will be glad to update this review if a satisfactory resolution is achieved (either 1- a cancellation with a full refund if the order hasn't shipped or 2- proof that the order has been shipped in the form of a tracking number). We'll see...
And honestly, makeupmania: that answer to Mrs. Manuel is not a satisfactory answer. You may not be able to credit Mrs. Manuel through Moneris or whatever service you use BUT the money did end up in your pocket and you can give it back simply by cutting a cheque. A store credit, when a customer is already experiencing a slew of issues with your company is NOT the way to go.
First, start by answering your emails. Second, don't burden the customers with your operating issues. It is not the customer's fault if your picking/packing dept or shipping dept can't figure out an order and it is not their problem if you can't process a refund conveniently for you. Third, the spam filter thing is rather common knowledge nowadays and I can guarantee you that anyone having this kind of issue is scanning their spam filters. I find it rather rich that you would use this excuse in this day and age, and BTW, an email is an email. It is not more prone to spam filtering because the person who has the email address is in another country. (I clicked liked on that comment and wanted to comment how rich I though this was, but unfortunately I cannot post on that comment.)
You say you are not "money-grabbers". Maybe not. But it looks really bad. Want to improve your reputation? Read the comments above. See the patterns? Address them!
By the way, I do work in customer service. Did you know that if you have an issue with a customer and it gets resolved to their satisfaction, they become more loyal to your business? Something to think about. You have a lot of opportunities here to turn this around in a way that is a win both for you and your customers.
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