I ordered makeup from this company in good faith. I actually ordered it for my daughter, who is sensitive to most makes with fragances. Upon receiving the product we both were excited, but unfortunately shortly after applying the makeup my daughter had an allergic reaction to it.
I contacted the company immediately, explained on their voicemail what had transpired and requested that they cancel all future shipments/payments.
I never received a call, busy with my life trusted this company; considering the owner's reputation in the entertainment industry. While reconsiling my checking account, I noticed two more transactions from this company and another shipment was sent to me.
I immediately contacted the company via telecommunication and followed up with a letter requesting them to cease any and all future shipments / payments. I didn't return the products, even though my daughter had an allergic reaction to the product I decided to use it for myself, the first shipment that is, the second is setting on my countertop even as I type this report.
I felt since that I did iniated the orginal order, that I was liable, even with warranty. My daughter was allergic to the product not I, but after contacting the company to stop future shipments/payments, I no longer felt liable to pay for product that we weren't satisfied with.
In May after another transaction on my credit card without my authorization. I had enough of their charges and contacted my banking institute. They advised to try to resolve matter with merchant. I had advised my bank of my attempts to have them cease future charges and shipments. I received a call from a representative on my digital voicemail machine at home.
She stated her name, which I will withhold from this report; that she was with Christina Cosmetics. She then apologized for not returning my calls sooner, due to time difference, making it seem like I was contacting them after their normal business hours and days of operation. She stated that she had executed the credit to my account and had stopped all future orders.
I would say approximately one to two weeks later I received another shipment. I was in the hospital undergoing a UPPP, so was unable to contact the company to question them about the shipment. Yesterday, they charged my credit card once again.
Well, Christina I'm done with your company; you have now committed credit card fraud. Why do I say this? I contacted my bank, played your associates voicemail. They credited my account with the charges from yesterday and for May. They are assisting me with filing a complaint with your company.
Now, your associate needs a little education on time zone (s) as well. Yes, I do live in Hawaii and their is a few hours time difference between us, only two or three depending on the time change. I have contacted your company on your normal days on business and during your normal business hours and have never had an associate answer your phones.
It's your company's lack of professionalism to properly staff individuals to handle your business during the time you have posted on the website. I'm starting to wondering how many associates actually work for your company.
This is my final notice to your company. Stop charging my credit card and don't send any future products. I'm dissatisfied grately with your lack of professionalism with customer service. I thought strange that you never have representatives answering your phones, it's always voicemail; which should have been the first clue.
You shouldn't have continued to charge my credit card after being notified both via mail and telecommunications to cease future shipments/charges after my first request.
A little advise Christina...
You would think being the wife of a highly recognized individual in the entertainment industry, you would conduct a more professional business or at least hire staff that would do it on your behalf. When you put your name on a product, your placing you and your entire family reputation on the line.
Do the right thing. Call a staff meeting, terminate the associates that refuse to promote great customer service for your company. Hire employees who will answer your customers call and professionally handle their concerns.
Get with your accounts receivable/accounts payable staff and make sure that your dissatisfied customers receive refunds in a timely manner. I would also recommend you audit your accounts to ensure this customers receive their refund and remove this billing information; so that future billing errors are less likely to occur.
Update your website with email address, so you can find out sooner what your customer are saying about your products, not the paid actors you used to promote your products. Apples to oranges you are the owner and are legally responsible for your employees actions.
I pray that after reading this report, you will realize that your customers are educated and will not tolerate this type of abuse. Hopefully, you will do the right thing, so your customers don't have to waste their valuable time in court making sure you do.
Esther
Wahiawa, Hawaii
U.S.A.
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