Never got a confirmation e-mail...so no tracking number, no order histroy, no thank you for shopping with us. I e-mailed to the two e-mail address that was listed, called no responses.
I was charged and am afraid my order will not arrive. I called my credit card company to notify them of these issues. Hoping to at least get my money back if I don't hear from them. I heard so many great things about the products and it's very dispointing to not thave a great experience when placing my order.
Eva, if you are reading this, I hope you can reply to let me know if my order was even placed, since I was already charged for it. I placed an order for about $22.99 on Dec 2nd. Please check your order history and repliy to e-mails. Samantha

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.

I placed an order and three days later they emailed me to let me know that a few items were out of stock, and that they would split up the order, shipping the things that were in stock first. So they arranged to call me, and I decided to add a few items to my order and my card was charged accordingly. I even asked for a tracking number over the phone which they promised to email me but never received (I checked my spam and trash folders, I know for certain I was never emailed it).
The first part of my order came in correctly, but the second part was missing and item/had an incorrect item. So I called again.
I was told to keep the incorrect item, and that the right items would be sent out as soon as possible (which two weeks later, has yet to happen). I again asked for a tracking number and never received it.
Honestly, I would not recommend this company to anyone. I don't understand how so many things can go wrong with an order, I really don't. For transactions completed over the internet, one would expect a better degree of customer service. I suppose I should call again to find out what the heck is taking the last part of my order to arrive, but in all honesty, I would rather cut my losses and just never have anything to do with this company ever again.

You should have received a tracking # with your order, we have found that our emails do go into them and more frequently with international shoppers.
Sorry if your emails were not responded to - we try to respond to each and every email we get.

I ordered cosmetics from Makeupmania on 31Jan10, and paid for the international shipping option (which would take 11-15 Business days, as listed on the website). It is 4Mar10 today, and I still have not received my package, even though my credit card has been charged.

Despite my multiple emails to Eva at Makeupmania and requests for a tracking number for my package, I have not received any reply. I am surprised and disappointed with the lack of responsiveness. I can certainly understand time lags in replies due to time differences, but I find it difficult to understand a total lack of replies, from a company which conducts sales online.

I have ordered cosmetics from other international websites (like Sephora, strawberrynet, Nordstrom, Coastal Scents, Pureluxe, Everyday Minerals and ASOS) and I have never had a problem with shipping before; neither have I had any problems with responsiveness.

I hope that my experience is a rare case of unsatisfactory customer service from Makeupmania, but I would not recommend ordering from Makeupmania due to slow shipping and complete lack of responsiveness.

sf

Their price are great, and they have been around for a long time. I actually completely forget about this site and come back again without realizing it.

However, they never respond to my e-mails. I e-mailed them about a product. They never respond. I informed them about a mismatched pricing(it was listed as $4 outside, but once you clicked in, it's actually $3.5). They never respond. I ask them about their newsletter. They never respond.

Many people tell me to call them and ask for the founder, but I'm not about to make a international call to ask about minor things(I'm in Canada). Responding to e-mail should be the basic of any online business. I'm even ok if they respond that they don't have time to respond, but ignoring my e-mails? That is just bad business.

Sometimes an order just does not go well and we feel so bad that Ms. Manuel did not get her Practice Head in a timely manner. We did happen to move in November and have to move again in January - and Amber is certainly not useless and I don't know how she thought I meant that - but I am her superior as the owner - so ultimately the whole fault lies with me.
Unfortunately - the order did not go smoothly at all - and the manufacturer was back ordered for almost two months. We did send the practice head and we did try to credit her, but too much time had elasped for us to be able to do it through our credit card processor. I would be happy to extend to Ms. Manuel a gift certificate to hopefully make her feel better about a transaction that went bad. Money Grabbing is not what we do, but we do try to make our customers happy with makeup. We are sorry this was not the case for her. I invite Ms. Manuel contact us to help to make a bad situation GOOD. : )
I would be more thatn happy to talk to her or anyone else regarding this problem or any questions at all.
1.877.711.7182 or 303.671.4441 and ask for Eva.
With Sincere Apology -
Eva Marie

I ordered a practice head way back in October in 2006. The transaction was dealt with a girl named Amber, who said there was a delay with the manufacturers, but the head should be sent out in mid November. November came and went, no package arrived, and despite my emails Amber sent me no replies. In December I finally heard from Eva (supposedly a little more superior than Amber) who basically told me the reason I hadnt recieved my package was because Amber was new and pretty damn useless. After a month of sending her emails she finally repleied, stating that the shipping option Amber chose for me was for US only (I'm from UK), and that she was sincerely sorry, and that she would refund the money back onto my card as soon as possible. A month later, despite no packages and many emails, she has not refunded my money or sent me any emails to let me know what is going on with my money. I'm truly disgusted at this company, and for all their downright hideous customer service skills, they cannot even agree to send me the practice head as well as my refund. Beware of ordering from this company, maybe more so if you live outside the U.S as they feel they can get away with it more. I'm down on money, with no package (which I am meant to be using to practice my face painting skills)and no reply. The only thing left to do now is to take legal action against them next month.