ComplaintsforWestmore Beauty

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company will not respond to cancel my subscription.

  Business response

  04/09/2024

  Ms. ************************** *****************
  *********, ** 72501-9724
  
  
  Date: 04/04/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you originally enrolled online for automatic shipments of Westmore BeautySeptember 13, 2021 with the purchase of a 7-piece introductory kit.  Future shipments were changed to a customizable kit in December 20, 2021.  Automatic replenishment shipments were sent approximately every 3 -4 months as scheduled until October 13, 2023.
  
  On October 13, 2023, a 3-piece custom kit was sent as scheduled for a total of $102.27 (including $8.97 s&h and $9.30 AR Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $72.62 was charged at the time of shipping leaving a balance of $29.65.
  
  On November 6, 2023 we received your LiveChat informing us your kit included items you no longer wanted.  You only needed the concealer.  An offer to apply an additional 20% discount to your future shipments and customize your future kits to include two concealers was accepted.  The next shipment was postponed until March 1, 2024.  Information was provided regarding the remaining two payments scheduled for the October shipment and the new cost of the future shipment. You were also informed that the October shipment could still be returned for a refund if you preferred. We regret to learn that when the LiveChat agent ask if there were any additional questions no response was received before the chat was ended.
  
  The 2nd and 3rd installments of $14.53 and $14.52 were charged on November 13, 2024, and December 14, 2023,respectively.
  
  On March, 2024, a 2-piece custom kit was sent as scheduled for a total of $75.87 (including $8.97 s&h and $6.90 AR Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $51.82 was charged at the time of shipping; the 2nd installment of $12.02 was charged on April 1, 2024  leaving a balance of $12.03.
  
  Also on April 1, 2024, we received your LiveChat request to include only the powder-to-cream concealer in your future shipments.  You were informed that at this time the powder-to-cream concealer could not be added to your existing customizable kit.  It is only available for purchase separately. We apologize for any confusion or inconvenience this may have caused.  Per your request your account was cancelled at this time.
  
  As a gesture of goodwill, in exception to our normal satisfaction guarantee and return policy, a full refund of $63.84 has been issued for your last shipment (sent April 1st)  and the remaining balance cleared. Please allow 3 -5 business days for the funds to post. In addition a complimentary shipment of the powder-to-cream concealer has sent as a token of our apology.
  
  We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service.? Your Westmore Beauty subscription remains cancelled, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 26, 2024, I placed an order for a product totaling $96.60. However, despite numerous attempts to contact support via email and other means, I have not received the product nor have I received any response from the company. This lack of communication and failure to deliver the purchased item is highly concerning and indicative of fraudulent behavior. As a result, I am left with no choice but to conclude that this is a scam operation. I strongly advise against engaging in any transactions with Westmore Beauty. My order number is SPWY334204, and I request a full refund for the undelivered product.

  Business response

  03/20/2024

  *****************************
  Bldg 11
  ************************************************************************-5401
  
  
  Date: 03/20/24
  
  Complaint ID: ********
  Account Number: **********
  File Number: **********
  
  Dear **********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you placed an order online February 26, 2024, for a special offer of our Westmore Beauty 60-Second eye Effects and limited-edition Setting Fan for a total of $96.60.  The order was shipped February 27th and the payment charged in full to the credit card provided.
  
  On March 14, 2024, we received your email advising that you had not received the shipment.   After checking shipping information, we learned that per **** tracking number **************************, an attempt to deliver the order was initially made on March 2, 2024, but the address was insufficient.  The shipment was being returned.  We requested that you verify your address so a replacement could be sent. 
  
  On March 15, 2024, per your social media post you declined to verify your address and ask for a refund instead.  A refund of $90.60 was issued at this time.
  
  On March 16th, we received a response to the March 14th email which confirmed that you declined the replacement and requested a refund.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account before March 14, 2024.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses, an automatic response is sent to advise of this which also provides our contact information. We regret if you experienced any difficulty contacting us via the phone, email, or chat options available, as these channels have been regularly tested without issue.
  
  We ask that you allow 3 -5 business days for your refund to post.  You will see no additional charges or shipments unless you choose to place an order in the future. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  03/22/2024

   
  Complaint: 21429334
  
  I am rejecting this response because:

  Your company's quoted timeline is inaccurate and fails to address the full scope of the situation. Despite my order summary containing my full address, no effort was made by your company to notify me of any delivery issues. This lack of communication is unacceptable. Furthermore, your assertion regarding the timeline is flawed. I initially reached out to Westmore Beauty on March 9th via email, receiving no response until I escalated the matter through channels such as the Better Business Bureau and social media. Your customer service practices are severely lacking, and based on this experience, I cannot in good conscience recommend your business to others. While I appreciate receiving a refund, it should not have required such extensive effort on my part to resolve the issue.
  
  Sincerely,
  
  *************************

  Business response

  04/01/2024

  *****************************
  Bldg 11
  ************************************************************************-5401
  
  
  Date: 03/28/24
  
  Complaint ID: ********
  Account Number: **********
  File Number: **********
  
  Dear **********************,
  
  Thank you for the opportunity to respond.
  
  We regret the delay in resolving issues regarding your Westmore Beauty delivery and apologize for any frustration that *** have resulted.  We were unaware that you had not received your order until we received your email on March 14th and your original BBB complaint.  We had not been notified by *** or **** that the shipment was undeliverable and to present date it has not yet been returned to us.  
  
  Regarding the email you sent on March 9th, as stated previously if it was sent in reply to any unmonitored promotional or confirmation email addresses, we would not have a record of it and an automatic response would have been sent providing correct contact information.
  
  Also, if your email address used March 9th differs from the one provided with your order (and this complaint) then we would not have that information to retrieve any emails from that address for review.  As stated previously the earliest correspondence indicated in your account (and a review of our phone, email, and chat records) was March 14th.  A full refund was issued on March 15, 2024.
  
  We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service.   You will see no additional charges or shipments for Westmore Beauty.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 17, 2023, Westmore Beauty stole $41.16 from me by authorizing a charge for a product that I DID NOT ORDER. I have gone down every path for customer service and continually get ignored or outright refusal to assist me in simply canceling order and getting a refund. They claim they have a refund process that is easy, but you have to wait for product to be delivered and then they charge for a return shipping fee!! I WILL NOT PAY TO RETURN AN ITEM I NEVER AUTHORIZED TO BE ORDERED.

  Business response

  12/21/2023

  *****************************
  Apt 37
  273 **********
  **********, ** 53105-1675
  
  
  Date: 12/20/23
  
  Complaint ID: ********
  Account Number: #**********
  File Number: **********
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore Beauty Body Coverage Perfector on October 18, 2023, to be replenished every 60 days.
  
  We do make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty. While we also offer the option to purchase Westmore Beauty products at retail pricing without subscription, with your initial order of the Body Coverage the "Subscribe and Save" option was selected prior to checkout. This subscription offer includes 20% off retail price ($49.00) for that item, as well as free s&h, and includes an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership. Information about this membership offer is reiterated in the shopping cart at checkout prior to any personal information entered and included in the order confirmation email.  Also, in order to finalize their subscription purchase online, customers must check a box that affirms their agreement to the provided terms and conditions of the purchase. We regret if it was not your intent to select this offer, however your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.
  
  On October 18, 2023, your initial order of the Body Coverage Perfector was sent and charged in full $41.56 (including $2.36 MD Sales Tax) at the time of shipping to the PayPal account provided.
  
  On October 23, 2023, you placed another order for a 2nd Body Coverage Perfector and Mascara at retail price of $75.00 for a one- time purchase.  Your coupon discount of $25 was applied bringing the total cost to $52.50 (including $2.50 ** Sales Tax).  This order was shipped and billed in full to the PayPal account provided.
  
  Another one-time order was placed online December 5, 2023, for Supreme Cream at retail price of $49.00.  A coupon for discount of $15 was applied to this order bringing the total cost to $35.70 (including $1.70 ** Sales Tax)
  
  Per the terms of the agreement, on December 17, 2023, your 1st replenishment of the initial Body Coverage Perfector was sent as scheduled and charged in full $41.16 (including $1.98 ** Sales Tax) at the time of shipping to the PayPal account on file.
  
  On December 18, 2023, per your Live Chat request your subscription was cancelled.   A 20% extra discount was offered for the shipment in transit, but we regret to learn that your chat was disconnected before you responded.   Also, per your social media post a pre-paid return label was emailed to you to assist with the return of the shipment at no additional cost.   
  
  Although your order is still in transit and has not yet been returned, as a gesture of goodwill a refund as been issued prior to the receipt of your return.
  
  Your Westmore Beauty subscription is cancelled, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the set of 60 secind lip glosses. Immediately my lips swelled turned bright res *** broke in hives on the lower half of my face. I looked at the product for ingredients. Which were not listed but instead therr is s warning if you get the *** product in your mouth to contact poison control immesiately. What? How is it safe to make a product that is for lips. Safe, if its unsafe being that the lips are comnected to the mouth,???? Most absurd thing Ive ever heard. Product is extremely unsafe

  Business response

  11/21/2023

  *******************************
  886 **************
  Newbury Park, ** 91320-3648
  
  
  Date: 11/17/23
  
  Complaint ID: ********
  Account Number: na
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret to learn that you may have experienced a potential reaction with Westmore Beauty 60-Second Lip Effects, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented regardless of where purchased.
  
  Unfortunately, we are unable to locate a Westmore Beauty purchase in your name with the information you provided.  If you placed your order through our official website, then we need additional information to locate your account in order for us to review your concerns.  We will need the account or order number, as well as the name and full address where the shipments were sent.  Your account/order number would be located on the enclosed packing slip enclosed with your order or noted on the shipping confirmation email you received.   Once we receive this information, we will take immediate action on your behalf. Once you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on November 8, 2023.  
  
  If you originally purchased Westmore Beauty products through another merchant/ retailer, then we are unable to assist you with your complaint and you would need to contact that merchant directly regarding a refund of your purchase.
  
  We go to great lengths to ensure the integrity and quality of our products. Please be aware however, that products purchased from unauthorized third-party sellers may be old, expired, outdated, tampered with, or counterfeit, and their quality and effects may be compromised. They may also be diluted or filled with unknown substances which can cause adverse reactions. Westmore Beauty will not be held accountable for such products and will not accept returns from any unauthorized sellers.  Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  11/30/2023

   
  Complaint: 20841036
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  The lip gloss was purchased thrpugh QVC and was in fact a valid legit product from you. They are the ones who sent you the info on my behalf because of my reaction. So, it was ypur product that caused the reaction. Not a counterfeit product. Downplaying your part is gross by claiming its counterfeit. 

  Business response

  12/12/2023

  *******************************
  886 **************
  Newbury Park, ** 91320-3648
  
  
  Date: 12/07/23
  
  Complaint ID: ********
  Account Number: NA
  File Number: **********
  
  Dear ******************,
  
  Thank you for the opportunity to respond.
  
  The information regarding unauthorized third-party sellers was included in our initial response to your complaint since you had not informed us where your purchase was made.   QVC is an authorized retailer of Westmore Beauty products but as stated in our previous response since your transaction/purchase was through QVC you would need to contact them directly regarding a refund of your purchase.
  
  We do document any quality issues or potential reactions to Westmore Beauty products regardless of where purchased.  As stated previously we regret to learn that you may have experienced a potential reaction while using Westmore Beauty products.  A request has been submitted for our Customer Specialist team to contact you to discuss your experience.  If they have not already reached out expect contact within the next few business days.
  
  Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dont have any of the information because I havent had any receipts reported via email but I spent about $40 on a makeup cream and they automatically checked a subscribe button that I didnt see. Now they are charging my card every month and sending me more product without me ordering it. I need return labels so I can get refunded and send them back.This is terribly annoying and it seems theyve done this before to other customers.

  Business response

  10/09/2023

  *****************************
  6116 ********
  ***********, ** 21228-2916
  
  
  Date: 10/06/23
  
  Complaint ID: ********  
  Account Number:  *********
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore Beauty Body Coverage Perfector on March 19, 2023, to be replenished every 30 days. An order confirmation email was sent that day.
  
  While we also offer the option to purchase Westmore Beauty products at retail pricing without subscription, with your initial order the "Subscribe and Save" option was selected prior to checkout. This subscription offer includes 20% off retail price ($49.00) for that item, as well as free s&h, and includes an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership. Information about this membership offer is reiterated in the shopping cart at checkout prior to any personal information entered, and in order to finalize their membership purchase online, customers must also check a box that affirms their agreement to the provided terms and conditions of the purchase. We do make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty, and regret if you found the offer unclear in any way.
  
  On March 21, 2023, your initial order of the Body Coverage Perfector was sent and charged in full $41.56 (including $2.36 ** Sales Tax) at the time of shipping to the credit card provided.  As with every shipment, an automated shipment confirmation email was sent.  
  
  On April 18, 2023, per the terms of your purchase, your first automatic replenishment shipment began processing for delivery and an order confirmation email generated.  We received your phone request to cancel but our records reflect that you instead accepted an offer to postpone future shipments.  The April 18th shipment was cancelled and postponed until August 30 at which time regular shipments and billing would resume.  A second email advising of the change was sent.  Also, an activation link was emailed to you for the self- management online account access available for customers with active memberships.  
  
  Per the terms of the agreement, on August 30, 2023, your 2nd shipment was sent as scheduled and charged in full $41.56 (including $2.36 ** Sales Tax) at the time of shipping to the credit card on file.
  
  On September 29, 2023, your 3rd shipment was sent and charged in full $41.56 (including $2.36 ** Sales Tax) at the time of shipping to the credit card on file.
  
  On October 2, 2023, per your phone request, your subscription was cancelled.  Information regarding your 3rd shipment and the 30-day Money Back Guarantee was provided.  As a courtesy a pre-paid return label was emailed to you to assist with the return of this shipment at no additional cost to you.
  
  Your Westmore Beauty account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  have been trying to cancel my subscription since June. I did not make an account when I first purchased and I'm unable to access anything. They have a "noreply" email set up for contact. It's nearly impossible to find a way to cancel. This was my last resort. Ive been receiving products since June and being charged $41 every month

  Business response

  09/28/2023

  ***************************
  20410 **************
  **********, ** 20876-8004
  
  
  Date: 09/27/23
  
  Complaint ID: ********
  Account Number: #**********
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore Beauty Body Coverage Perfector on May 12, 2023.  
  
  Your initial order included a one- time order for a Bronze Radiance Body Coverage Perfector at a price of $49.00 and Deep Radiance Body Coverage Perfector at a price of $39.20.  When you placed your initial order the "Subscribe and Save" option was selected prior to checkout for the Deep Radiance Coverage (therefore the lower price).  This subscription offer was priced at 20% off retail price for that item, as well as free s&h, and included an agreement to receive automatic shipments approximately every ******************************************************* make changes to your membership.
  
  On May 17, 2023, your 1st shipment, was sent for a total of $88.31 (including $5.01 MD Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on June 14, 2023, your first replenishment shipment of the Deep Radiance Body Coverage Perfector was sent as scheduled for a total of $41.56 (including $2.36 MD Sales Tax) and charged in full at the time of shipping to the credit card on file.
  
  Per the terms of the subscription, three additional shipments were sent as scheduled July 11th, August 10th, and September 11th.  A charge of $41.56 for each (including $2.36 MD Sales Tax) was billed at the time of shipping to the credit card on file.
  
  On September 20, 2023, per your phone request, your subscription was cancelled.  As a courtesy pre-paid return labels were issued (and emailed to you) to assist with the return of your September and August shipments at no additional cost to you.
  
  Our website offers options to contact us via chat, additionally, if customers respond to any unmonitored promotional or confirmation email addresses, an automatic response is sent to advise of this which also provides our contact information. We regret if you experienced any difficulty contacting us via phone, email, or chat, as these channels have been regularly tested without issue.
  
  As a gesture of goodwill and in an effort to resolve this issue, a refund of $41.56 for your last shipment (sent September 11th) has been issued prior to the receipt of your return.  Please allow 3 5 business days for this credit to post.  The August shipment will be refunded once the return is received.
  
  Your Westmore Beauty account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to cancel my subscription since April. I did not make an account when I first purchased and I'm unable to access anything. They have a "noreply" email set up for contact. It's nearly impossible to find a way to cancel. This was my last resort.

  Business response

  08/30/2023

  *************************
  6817 ***************
  ************, ** 19135-2203
  
  
  Date: 08/16/23
  
  Complaint ID: ********
  Account Number: **********
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore Beauty 60 Second Eye Effects on February 12, 2023, to be replenished every 60 days. The "Subscribe and Save" option was selected prior to checkout when you placed your initial order. This subscription offer includes 20% off retail price for that item, as well as free s&h, and includes an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership.
  
  On February 14, 2023, your 1st shipment, was sent for a total of $43.16 (including $3.20 ** Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, three additional shipments of 60 Second Eye Effects, were sent as scheduled approximately every 60 days and charged in full $43.16 (including $3.20 ** Sales Tax) at the time of shipping to the PayPal account on file.  Your 4th shipment was sent August 11, 2023.
  
  Our website offers a chat option, also if customers respond to any un-monitored promotional or confirmation email addresses, an automatic response is sent to advise of this which also provides our contact information. We regret if you experienced any difficulty contacting us, as these channels have been regularly tested without issue.
  
  If you would like to take advantage of the 60-Day Money Back Guarantee available for your 4th shipment, you can simply return the product(s) within 60 days of receipt, for a full refund of your purchase price.  Return instructions are available on our website or by calling customer service at **************.
  
  Your Westmore Beauty account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  08/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Stop sending it!

  Business response

  08/30/2023

  ***************************
  ***************************************************************************************-2991
  
  
  Date: 08/16/23
  
  Complaint ID: ********
  Account Number: *********
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore Beauty Body Coverage Perfector (quantity of two 3.5oz) on March 6, 2023, to be replenished every 30 days. While we also offer the option to purchase Westmore Beauty products at retail pricing without subscription, with your initial order the "Subscribe and Save" option was selected prior to checkout. This subscription offer includes 20% off retail price for that item, as well as free s&h, and includes an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership. Information about this membership offer is reiterated in the shopping cart at checkout prior to any personal information entered, and in order to finalize their membership purchase online, customers must also check a box that affirms their agreement to the provided terms and conditions of the purchase. We do make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty, and regret if you found the offer unclear in any way.
  
  On March 8, 2023, your first shipment, two 3.5oz Body Coverage Perfectors, was sent and charged in full $84.28 (including $5.88 ** Sales Tax) at the time of shipping to the credit card provided.
  
  Per the terms of the offer, five additional shipments of two 3.5oz Body Coverage Perfectors, were sent as scheduled approximately every 30 days and charged in full $84.28 (including $5.88 ** Sales Tax) at the time of shipping to the credit card on file.  Your 6th shipment was sent August 8, 2023.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in March, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  If you would like to take advantage of the 60-Day Money Back Guarantee available for your 6th shipment, you can simply return the product(s) within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling).  Return instructions are available on our website or by calling customer service at **************.
  
  Your Westmore Beauty account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order with Westmore Beauty on May 16, 2023, but despite the 3-5 day shipping, as was indicated on the website when I placed the order, as of June 12, 2023, I still do not have the product or a tracking number and no clear answer or correct information from customer service about the details of my order. I have called multiple times and have utilized the chat system and every time I communicated with an associate, the information I received conflicted with what I was told by the previous associate (there was an issue with my cards expiration number, no, there was no issue there was a duplicate order, but all has been fixed it was on back order but JUST shipped and will be expedited. You should receive it in 3 days). With the exception of possibly the duplicate order, none of the things I have been told have turned out to be true. The phone calls leave me frustrated, because I cannot understand everything that is being communicated to me because in every case, I spoke to someone with a very heavy accent. So I switched to chat. Regardless of the method, in every instance, what was communicated to me turned out to be false - this is the main issue that I have. I have lost faith that I will ever sort this out and Im beginning to think this company is a scam. To resolve this, I need to receive a reliable tracking number with a legitimate delivery date or a complete refund.

  Business response

  06/23/2023

  Ms. *********************** **************
  **************, ** 23453-5566
  
  
  Date: 06/23/23
  
  Complaint ID: ******** 
  Account Number: #**********
  File Number: **********
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you placed your Westmore Beauty order online on May 16, 2023.  Due to an unexpected inventory shortage, the shipment of your order was delayed.  We regret any inconvenience this may have caused. 
  
  On May 24, 2023, per your phone request, a replacement order was issued; this replacement was cancelled on June 5th however, once it was confirmed that your original order was being held due to inventory shortage (as its replacement would also have been held.)  
  
  Also on June 5th, per your chat and phone inquiries, it was confirmed that your order had not yet shipped.
  
  On June 6, 2023, per your chat inquiries, a shipment confirmation email was sent.  We regret to learn that, due to a processing error, this confirmation email did not correspond to your shipment actually being sent, and so no tracking information was provided with this confirmation, as the order had not actually shipped. We apologize for any resulting confusion: please rest assured that your customer service experience has been reviewed and will be used to improve our service moving forward.
  
  Per your chat inquiry on June 13, 2023, a full refund of $64.87 was issued. We ask that you allow 3 - 5 business days from the transaction for credits to post.   
  
  Your have no active Westmore Beauty membership, and so nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  05/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 2nd, I placed an order for eye cream from Westmore Beauty (Order #SPWY131870).On May 4th I received an email the product had shipped. On May 13th I sent an email asking about delivery-asking if it has been lost because tracking showed no progress. I received an email that said wait **** days. I again waited until May 15th to ask again. Again I was told to wait **** days although it was clearly past 10 days. On May 21st I asked again for an update and I have received no response. I either want the product delivered, or I want my money back.

  Business response

  06/05/2023

  ***************************
  ************************************
  **********, ** 90807-3753
  
  Date: 06/05/23
  
  Complaint ID: ******** 
  Account Number: #**********
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you placed an order online for Westmore Beauty 60-Second Eye Effects on May 2, 2023. 
  
  Your order was shipped on May 4th for a total of $55.07 (including $1.48 ** Sales Tax) which was billed in full to the credit card provided at this time.  
  
  On May 15, 2023, per your email inquiries, tracking information for your shipment was provided and you were advised to please allow 7 - 10 business days from the date your order was placed for it to be delivered. 
  
  On May 31, 2023, per your email stating that you had still not received your shipment, a refund of $55.07 was issued and an email response was sent confirming your refund. Please allow 3 - 5 business days for credits to post. 
  
  You have no active Westmore Beauty membership, so nothing further will be shipped or billed unless you choose to place a new order in the future.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩