Beauty Fix

[katelynbby]

Just got an email response to my complaint stating they would refund 30.00.  No.  Nononono.  They got a very....terse.... response back.  At this point, as I informed them, the 49.99 they took from me is considered by me to be STOLEN.  The response felt like a cookie-cutter email sent out to address the recent issue they have had with the discount codes, and not an actual response to my problem. 

 

[nelliebelle1197]

I had really rude CS there, too. Annelle our mod is gathering names and such so she can let the higher ups know how we have been treated. I didn't get my CS rep's name, but if you did, tell Annelle!

You got charged $49 PLUS the $19.99?

 

[FireNRice]

They incorrectly charged me last season and this season and when I emailed them, I got the same response both times.  It definitely is just a cookie cutter response they send out each time.

 

[Jennabean]

I got my first box, which I am very pleased with, but was also charged 49.99 instead of 19.99.  At one point I had charges pending on my card for both 19.99 and 49.99 but only the 49.99 one went through.  I got the email saying my credit of $30 is being refunded and that the refund might take 2-4 weeks to process. 

 

[katelynbby]

The rep who sent me the cookie-cutter email was Ciara S, although I have not talked with her on the phone and she has not yet responded to my second email.

 

[Magdalijena]

Hi guys

I just joined beautyfix and I'm super excited about it, I just hope there's gonna be no problem with my order, I'm very sad to read all of Yours troubles with this subscription

 

[katelynbby]

Here's what has happened thus far. I order my box using the BFBLOG code for 30.00 off, and am charged the same day for the proper, expected amount of 19.99.  A few days later I check my account online and see an additional pending beautyfix transaction for 49.99 and have received a second confirmation email for this order I never actually made.  So, I use their "Contact Us" form to file a complaint, including my order ID numbers, which stated:

I was charged twice for my beautyfix box. I used the coupon code BEBLOG and was charged 19.99 for a box on April 1st, then today I received an additional confirmation email with shipping notice, and checked out my bank account and sure enough, I had been charged an /additional/ 49.99. My order ID for my first (and only) purchase was 13569506. The ID number for the second box, which I never made and DO NOT want, is 13569506. Please refund my 49.99 dollars immediately and cancel the second box. This is not a small amount of money and I am extremely upset.

 I received this email in response:

Dear Katelyn,
 

Thank you for contacting Beautyfix.

A refund in the amount of $30.00 will be refunded once your order is actually charged. Once the refund is processed you will receive a confirmation email of the credit.
If you have any additional questions or concerns please feel free to contact me any time, I am happy to assist you. Thank you for your email, it is because of customers like you that we are able to move one step closer to 100% customer satisfaction.

Thank you,
Ciara S.
Beauty Expert
Beautyfix
(866) 381-4207


I responded back to this email directly:

No, I need 49.99 refunded to me.  I was ALREADY charged the correct amount for my order -the 19.99.  I was then later charged an ADDITIONAL 49.99 for no reason, for a total of 69.98 for what should have been a 19.99 order.  I'm a college student and these are not small amounts of money.  I expect my 49.99 which at this point has been stolen from me refunded.  Please address issues as if complaints are actually being read.

And entered in another complaint using their site just to be safe:

I sent in an earlier complaint regarding how I been charged 19.99 for a box (using the BFBLOG code) and an ADDITIONAL, separate charge for 49.99 I did not request!  I received a cookie-cutter response from Ciara S. saying I would be refunded back 30.00, which does NOT cover the 49.99 I was wrongly overcharged.  Getting my money back in however long it takes to have a refund charged back to me is not acceptable -I have bills to pay and I work for a living- least of all in regards to how poorly customer service has treated my legitimate complaint thus far.  Both charges, the 19.99 charge and the 49.99 charge are still pending transactions on my account.  Please cancel the 49.99 charge, and if that is not possible refund back to me both charges (69.98) and keep your box, as I have no interest in doing business with a company that makes such egregious mistakes with its customers money and offers such poor customer service.  My order ID for the purchase I actually made is 13569506.  The ID number for the order I DID NOT make but was charged for regardless is 13569506.  I am not sure how I can spell out my grievance any clearer and if I have to call your company and wait on hold just to have such a simple solution reached I will not be happy, since my cell phone minutes are one of the things I use my money to pay for. 

Is there a possibility that I am not being clear on what went wrong?  I have really important stuff I need my money for.  Medical emergency stuff of a private and sensitive nature. 

 

[sleepykat]

Originally Posted by katelynbby /img/forum/go_quote.gif

I used the BFBLOG code to get my box for 19.99, and was charged.  Today I got a new confirmation email and was charged an additional 49.99!!!  WHAT THE F***.  No, I am seriously enraged over this.  As soon as this is fixed and my money is returned and my box in hand, I will be canceling, makeuptalk discount for the next season or no.  Good thing I just got paid, because with my income (college student working her way via fast food) this would have overdrawn my account and cost me an additional 30 dollars and possibly bounced other, more important charges.

Wow, I am so sorry they messed everything up. What if something like a rent check had bounced? They should refund all of your money. Weird, I had great customer service from them. Ashley was the lady I talked to and she was super helpful. I had referred a bunch of people without realizing that they had discontinued their referral program, which they didn't give me any notice of doing. So they gave me credits for my friends that they could verify made purchases. Jason was a little snippy in his e-mail, but nothing crazy.

 

[nelliebelle1197]

She didn't read the email. She just assumed it was the usual code not working issues.

 

[livelifeeasy]

The order id numbers you keep talking about are the same number. Are you sure you were charged twice? Because this same thing happened to me but I was in reality only charged once, at 49.99 and was refunded $30. I would check your account to be sure.

 

[katelynbby]

Got two responses:

Dear [SIZE=10pt]Katelyn,[/SIZE]
 

Thank you for contacting DermStore the #1 online destination for skin care and beauty.

I apologize if you feel the response I sent you seemed as a "cookie cutter" response but you were not double charged at all. The original amount of $19.99 was only pending and not charged you may check with your credit/debit card company to verify this information. However you were actually charged incorrectly in the amount of $49.99 therefore I was responding regarding that amount to advise you a refund will be processed in the amount of $30.00 for that error.

If you have any additional questions or concerns please feel free to contact me any time, I am happy to assist you. Thank you for your email, it is because of customers like you that we are able to move one step closer to 100% customer satisfaction.

Sincerely,
Ciara S.
Beauty Expert
DermStore Customer Service
1-800-213-DERM (3376)

At first this response felt a bit condescending -nothing was said in her first email about the pending 19.99 charge eventually being dropped or why the error happened in the first place, and nothing on my bank account had changed at all -I would think most people would assume my complaint was being glossed over or misinterpreted. Yup.  I was just supposed to assume the 19.99 charge would be canceled or not go through without ever being told such.  It was silly of me to assume a pending transaction may actually go through.  Still, problemo solved, which makes me happy.  Also this was all text, so I can't say for sure if this response was a bit intentionally condescending or not. 

I also got this response from a separate person, which explains why both transactions had the same order number.

Dear Katelyn,
 

I'm sorry for the confusion, please allow me to clear it up.  This situation has happened before and I know that what I am telling you is what has and will actually happen.  You were not charged $19.99, your account was authorized for $19.99 which creates a temporary pending charge on your account's available balance.  That will drop off on it's own.  For some reason your discount code dropped off of the order causing the "capture" amount to be the full price of $49.99.  It looks like two charges but it is in fact not, I assure you.  The $49.99 charge is the one that will remain on your account whereas the $19.99 will disappear as though it never existed.  That is why you are being refunded $30 worth of the actual $49.99 charge.
Sincerely,

Jason M.

Beauty Expert

DermStore Customer Service

1-800-213-DERM (3376)

I sent him a thank you note apologizing for my earlier tone, because this is what I wanted.  A personally written (feeling) response that explained what went wrong and how they planned to fix it and why their solution was going to work.  I now know WHY I was double charged, WHY the 30 dollar refund was the proper solution, and WHY neither charge has dropped form my bank account and possibly why Ciara S didn't bother to mention what was going to happen to the 19.99 charge. 

Still none too happy about how long it may take to get my 30.00 refunded back to me, but I know if I decide to do another box next quarter and have any issues I'll call and ask for Jason.

 

[Annelle]

coming from a third party who isn't emotionally attached to your issue, I don't think that Ciara's response sounded condescending. (I agree that the first response could have sounded very cookie cutter though.)  It looks like she just apologized and tried to explain what happened in more of a matter of fact tone.  (Then the last paragraph, and first sentence for that matter, go back to sounding cookie cutter again -- which always ends up feeling more robotic and cold since cookie cutter is such the opposite of personal)

Jason's response sounded much more personable, like he was a person speaking to you, another person.

Places do the pending charge thing all the time though.  Major example -- restaurants.  They'll "charge" your card for the price of your dinner when they swipe your card before you sign your receipt, but that charge is actually only pending until they add in the amount you tip -- you don't get charged twice for when they run your card the second time, but depending on how fast the restaurant is, you'll end up seeing the actual price of the meal show up as a pending charge until the meal + tip price actually gets charged to your credit card later.

The issues I've had with BeautyFix so far is them running out of product after I've ordered it and making me either replace the item or just not shipping the items out to me.  (I ordered my box, got my confirmation, then was told that LaRocca was out, needed to make a replacement order, then needed to call back to confirm the replacement order, received my box missing other items that were sold out during the mean time, and now I'm still waiting for them to send me the replacements for those.)  ....buuuut I haven't had any billing problems with them yet.

 

[Playedinloops]

Quote: This situation has happened before and I know that what I am telling you is what has and will actually happen.

This sentence rubs me the wrong way, I see why you didn't like her email. 

 

[kalmekrzy]

I got my box today. The time from when I placed the order to when I received the box was a matter of mere days. It wasnt like the white boxes that says Beauty Fix like ive seen in pictures and youtube reviews. It was a plain brown narrow flat box. I was pleasantly pleased with everything in it except the 3lab M cream sample. That was another story. The jar that I got of the M cream not only had barely a pea size in it but the rim of the jar was chipped in a couple spots and there was little pieces of glass in the jar. I am so glad I noticed it and didn't try the cream. I emailed cs and will probably call on Monday as well. I hope that this was an isolated incident and no one else gets a jat like that. Everything else is fantastic. Ive got a question that maybe someone can answer for me. Does anyone know if they limit the subscriptions to one per household? My daughter would like to get a subscription and she is living at home for a while and doesn't want to wait until she moves. She would also like to use the code. Also how long does it take to get the gift card for answering the surveys on the products? Is it sent in an email? I have some stuff I want to order but I want to use the $25 off $50 which is how much my order is at the moment.

 

[CookiesGirl327]

I don't think the gift card takes long at all, I reviewed some products and I believe they sent it to my email right away

 

[beautyfool]

The only bad thing about the gift card is that you only get it once - not one per quarter (per box). I was a bit disappointed in that because its a really awesome promotion.

 

[yanelib27]

If anyone has a dermstore coupon they will not be using, would you please consider messaging me the code? /emoticons/[email protected] 2x" width="20" height="20" />

 

[Angelaelle]

I have a Dermstore code that expires tomorrow for $25 off $50 or more, if anyone wants it. I thought I'd buy something, but I have so much stuff between all the sub services and too frequent trips to Sephora.

CODE TAKEN!

 

[Snow24]

Originally Posted by Jennabean /img/forum/go_quote.gif

I got my first box, which I am very pleased with, but was also charged 49.99 instead of 19.99.  At one point I had charges pending on my card for both 19.99 and 49.99 but only the 49.99 one went through.  I got the email saying my credit of $30 is being refunded and that the refund might take 2-4 weeks to process. 

I had this exact same experience happen this week. What was your final outcome? Did it really take 2-4 weeks for a refund?

 

[TallCoolTexan]

I don't mean to hijack the thread with the disputed charges to BeautyFix/ DermStore, but I've gotten one shipment from BF,and liked it.. When I go back to their website to perhaps place a new order, I am seeing many of the same products I bought.

How often are you all ordering from BF? And it is $50.00. I feel that I got my money's worth, but $50 is a lot for travel sizes and one full sized product.. Is the discount code listed valid for all, and is it working for most people?

Thanks!!
Lilly