Anonymous
map-marker Durham, North Carolina
#3234963 
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Negative experience and terrible customer service policies

1.5
Anastasia Beverly Hills - Negative experience and terrible customer service policies
I put in a big order during a sales promotion and there was a mistake a brush that was essential for application of other items was missing and a different brush I didnt need included. I contacted customer service who told me to write an email with pictures and theyd send correct brush which I did. They sent out correct brush and it arrived broken in two pieces and was not fixable. I emailed again with photos and they didnt respond so emailed again a week later and heard back that as a courtesy they had issued a refund. That pissed me off because 1)they had *** up my order twice and as a courtesy they were refunding my money?? 2) I wanted a brush, not a refund. I called and they said the store policy was to only fix an order once. That would have been fine but I bought the product on sale so now because of their mistake Id need to buy a full price item and pay shipping. Any other customer service Ive dealt with would have just sent another brush out. The customer service rep was very nice but tied by *** company policy so the work around was: she found coupon for shipping, ordered a new brush at full price and told me to call back when it ships to have discount applied. Its been aggravating and frustrating and taken way too much time.
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Preferred solution: Let the company propose a solution

User's recommendation: Don’t order directly from Anastasia Beverly Hills website

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Anonymous
map-marker San Antonio, Texas
#1926052 
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Shipped very late

4.0
Received my order today. Very satisfied.
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