The beauty diary of a make up otaku

Thursday, May 28, 2015

Anastasia Beverly Hills Shipping and Customer Service Experience


I've never thought to review a companies shipping or customer service, but I felt I needed to address this. I recently ordered from Anastasia Beverly Hills website and the shipping/customer service left a huge negative impression. 

About two weeks ago the new ABH Summer Collection released and I planned on picking up some items.

Now, back tracking a bit, I have ordered from the website 3 times before and only had 1 issue. I ordered a palette and waited 2 weeks for it to ship out, I received the tracking number for this package only after the item had arrived. I've never experienced anything like it before so it made me avoid purchasing other items from the ABH website if I could and purchase from Macy or Sephora if applicable.

I've heard of people experiencing issues with ABH shipping and there are quite a few threads regarding this, so I really had to rely on some type of faith that it wouldn't be an issue this time around. That was not the case. When I ordered the item, I reviewed the policy and it states on their website that
 "Although most orders are processed same day and shipped in 5 business days, we ask that you allow up to 10 business days for delivery" 

So cool, makes perfect sense. The tracking letter email not coming issue couldn't possibly happen again. I ordered the items on the 15th got my confirmation email a second after  and life was good. 

So a week went by and that wasn't alarming seeing that it had only been 5 business days, then the 27th approached, still received no confirmation. So I decided to call customer service to see if my order was still processing.I spoke with a very helpful woman who looked up my order and told me that according to the tracking information, the package had been delivered to my residence on the 20th. 

I had never received any kind of notice of shipping from ABH and I checked every little folder under the email account the confirmation email went to. Nada, zilch, nothing, there was no tracking email.I told the woman this and said good bye.

 Now I live in an apartment  complex and my packages go to my main office and not myself. But if the driver would have tried to deliver it directly to me, which does happen, I would not be available to get the package because I wouldn't even know it would be arriving.

The not sending out shipping emails to customers, though clearly not intentional,  is extremely irresponsible. Depending on the delivery company they could have attempted to deliver it twice already and after 5 days would have sent it back to ABH without me even knowing it had shipped in the first place. 

I truly love ABH products and am no way writing this post to shame the company, but want to share my experience and greatly urge the company to examine their current process. I order lots of makeup from various companies and this is a first for me.

I am also not the only person who has gone through this and even see people saying (allegedly)  that when it comes to ABH if you haven't received a shipping email within a week  you'll more then likely get the package out of the blue and receive a tracking email later.

Not acceptable. I won't be ordering from their website in the future and will only order products of theirs from either Sephora or Macys in the future.

Do you have a shipping horror story? Is their a company you believe can greatly improve their shipping? Please share below.


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8 comments

  1. HI !!
    im having difficulties as well with shipping. whats their numer? i cant find it anywhere.

    ReplyDelete
  2. Last Sunday, mu daughter gifted me a Brown wiz skinny brow pencil, she bought that in Sephora of La Americana in Glendale, CA. The pencil has a brush and it is supposed to have a graph in the other end, but it is totally empty. I turned that end 50 times and the graph does not appear. That's a scam. I do not understand how you don't do quality control and verification, before putting a product on sale. I will give to Anastasia Beverly Hills, the worst review, it is the first time I have that brand and of course, it is the last time.

    ReplyDelete
  3. Last Sunday, mu daughter gifted me a Brown wiz skinny brow pencil, she bought that in Sephora of La Americana in Glendale, CA. The pencil has a brush and it is supposed to have a graph in the other end, but it is totally empty. I turned that end 50 times and the graph does not appear. That's a scam. I do not understand how you don't do quality control and verification, before putting a product on sale. I will give to Anastasia Beverly Hills, the worst review, it is the first time I have that brand and of course, it is the last time.

    ReplyDelete
  4. I placed an order on August 14th for the Moon Child pallette and the Gleam Glow pallette. I immediately got a response email showing my order was received and the next day I received an email showing it had been shipped. I eagerly watched the tracking number and on the 18th, FedEx it showed it had been delivered. I got home, opened the box, and it was a makeup brush?!?! I looked back at my order which had no free gift listed plus the box contained the shipping label for the two pallettes. I have contacted them through their website to find out what is going on.

    ReplyDelete
    Replies
    1. Hi Nicole! I've experienced the same as well, purchased two weeks ago and finally received my parcel but I've paid for three items where there's only one item in my parcel. Have been trying to contact the customer service care but due to diff time zones in Taiwan, I emailed them and there was only an email stated that they will response to my issue as soon as possible. So I was wondering if your issue has been solved? Did they refund payment or shipped the missing items to you again? Because I've paid $20 for the shipping fee, I wouldn't wanna pay another $20 to ship that items which wasn't my fault it wasn't in the parcel :(

      Delete
  5. I placed an order on August 14th for the Moon Child pallette and the Gleam Glow pallette. I immediately got a response email showing my order was received and the next day I received an email showing it had been shipped. I eagerly watched the tracking number and on the 18th, FedEx it showed it had been delivered. I got home, opened the box, and it was a makeup brush?!?! I looked back at my order which had no free gift listed plus the box contained the shipping label for the two pallettes. I have contacted them through their website to find out what is going on.

    ReplyDelete
  6. This doesn't have to do with the shipping but mainly the customer service. So on sunday i placed an order online for the master palette by Mario that was releasing and a refill of fawn. I got an order confirmation and my credit card was charged. 3 days later i get an email saying they cancelled my order for billing and shipping purposes. I waited 40 mins to speak with someone, confirmed all my info was correct nothing wrong and she couldn't tell me why they cancelled it and said there was nothing they could do because the product was now sold out. I emailed the customer service, they replied back telling me they hope my issue was resolved. Replying to my long message about my issue they didn't even try and help or answer my questions they just said they hope i resolved my issue.... so i called back again! this girl was even less help and told me it was probably their high security checkpoints to make sure the card i used wasn't fraudulent. I called my credit card company and the payment had been accepted and the girl again told me all my info was correct but there was nothing they could do. Not even give a discount or anything. So i spent 30 mins on the phone and all she said was i'm sorry i understand. Now i'm waiting 24-48 hrs for a manager to call me back. And also will not be getting my palette which isn't releasing anymore... i've never had such bad customer service. I will never place an online order again with them. I work at a call centre for a similar business and we are supposed to help our customers and fix things. I'm very unhappy! To anyone who may be considering ordering... just don't!! lol buy at sephora

    ReplyDelete
  7. Thanks for online ordering system for takeaway giving the wonderful information. it is useful

    ReplyDelete

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