Edited: October 2010. Over a year after this review, I have been harassed by employees of the company, including the owner. The most recent nasty harassment was someone leaving vulgar comments on my blog who worked for the company. This is not the way to do business.
Edited: February 2011. Still being harassed by people connected to this company. Please see my post called ‘Don’t Do Dumb Shit & People Won’t Write About It.‘
No more FaceFront Cosmetics. I will say no to FaceFront Cosmetics. This is my review of FaceFront Cosmetics after the ordeal I just went through with them. Facefront is the epitome of bad customer service to me.
I LOVED my first two eye shadows that I ordered from FaceFront cosmetics, so I quickly placed a second order for 2 more colors. Never have I regretted making a purchase like I have with this one.
I placed the order on Jan. 17, 2009. When I didn’t hear anything from the company for several days, I tried to contact them. Their website states that they will contact you within 3 business days of you emailing them.
I emailed them on Jan. 23, 2009. No answer.
I emailed them on Jan. 26, 2009. No answer.
I tried calling them on the phone on Jan. 26, 2009 and left a message but received no return phone call.
I emailed the owner of the company, Drew S., on Jan. 26, 2009.
I emailed again on Jan. 28, 2009.
I received a shipping notice on Jan. 28, but when I checked it on the USPS site it said there was no record of the package.
There was no record of the package on Jan. 29 or Jan. 30 either.
I tried calling them on Jan. 30, 2009 and no one answered the phone.
Finally, after trying to so many different times and ways to contact the company about my order, I gave up and filed a dispute with PayPal over my payment. Please note, that I’ve had to open very few disputes with PayPal over orders with different companies, and any time I have, I’ve immediately gotten a response from the company. It really disappoints me that sometimes this is the ONLY way to get a company’s attention over a product issue.
Not even 5 minutes later I got a call from Drew S. (the owner) on my cell phone. While he was polite and apologetic, he made excuses as to why no one from the company had contacted me. He said that this had never happened before. He said something about their main office got flooded out and they had to work out of another office, so somehow emails, packages and voice mails were lost.
Yet they were still able to take orders, which come in via email. This just didn’t add up to me.
I find this hard to believe, or extremely difficult, at least. Normally companies don’t have their email servers hosted at their office, especially if they’re a non-tech company, so they should have been able to access their emails. And voice mail is something you can call up and dial in to access the messages, at least in my experience.
While Drew apologized to me, said that they dropped the ball, something like this has never happened before and it would never happen again, I will not be ordering from FaceFront cosmetics again.
I cannot stand to deal with a company that seemed to have such blatant disregard for their customers. All those emails and voice mails that were ‘lost’ that he seemed to just say ‘oh well, they’re lost, move on to whatever new has come in’ were important to the people who sent them. I know my messages were important to me. I don’t want to deal with a company who can’t treat their customers with respect. After all, the customers are the ones who help them stay in business.
Upon writing this post, I did check the status update on my order and found out that it had been dropped at the USPS post office on Friday at 5:30 pm. So while Drew assured me that my package had been mailed out at the time he called me Friday afternoon, it hadn’t been mailed out.
I will not be ordering from FaceFront again, and I urge anyone reading this to consider whether or not you wanted to be treated in a similar fashion.
I can assure you that I have never received such shabby treatment from Aromaleigh, Meow, Fyrinnae, or Beautiful Girl minerals.
Even worse to me was the way that Drew made it seem like FaceFront really did NOT care about all the emails and phone calls supposedly lost. What’s amazing is how they still kept taking orders, because the orders never got lost. It just doesn’t make sense. What he said and the letter I received from the company really does not add up. Because of this, I will not do business with them again.
Edit: I did finally receive a gift card to Facefront, which I gave away to a friend who wanted it. When this post was originally written, Drew said that he would send me a gift card, but I hadn’t received it by the time I wrote this post. I received the gift card via email on Feb. 9, 2009.
Tags: Bad Customer Service
oh gosh. this really is the ultimate worst shopping experience experience ever. i am so sorry it happened to you darling!
companies, do learn from this example! we bloggers join together, you know! haha
Hi La C!I know!It sucks!What really bothers me is that I thought this company had really nice eye shadow, but I’m so disappointed in their treatment of their customers. I know I wasn’t the only one affected by this incident, as a few other people I know were And they weren’t even offered an apology over their lost orders!
I’m with you, babe! I love FF’s products but the CS.. I got an answer saying something like I should consider myself lucky that they are going to resend and refund a part of my order because (as they said) most companies like theirs are quite happy not to do so… The e-mail I got was something I’ve never read. There were flat out lies. I just can’t believe it.
Sorry for your unfortunate experience but so glad you shared it with us. I’ll never buy from that company.
I definitely don’t want people to have the same experience I did
One of the other ladies on the AL forum ordered from them and had a similar problem to what I had, and Saila did, as well.
Saila, I had no idea they sent you an email that said that! That’s horrible! That’s a good enough reason to boycott them!
And that’s so not true that ‘most companies wouldn’t resend or refund.’
That’s horrible! I cannot believe they are treating their customers with such lack of respect; that’s absolutely unacceptable.At least they could apologize to you; and if they were a decent company they should send you a new package loaded with freebies as well.Sorry it happened to you, and everyone else of course
The only reason I got any sort of an apology, I think, is because I opened that PayPal dispute.
I did get my package from FaceFront today (which was sent out friday at 5:35 pm according to USPS), and it had my order, a short letter that said ‘our office was renovated and it was out of our hands, we lost a bunch of emails and phone calls, here’s a free eye shadow.’
I’m really disappointed. I won’t be ordering from FaceFront again. Especially since they were really nasty to Saila and some other people I know from other makeup forums over this whole thing.
Ewww! I hate things like this. Thanks for exposing a poorly managed company.
Yeah, I hate things like this too That’s why I felt like I needed to post. I’m particularly bothered by the fact that the letter I received with my most recent order said that the accident at their office happened on Jan. 14, and there was no warning on their website when I placed my order on Jan. 17. I just can’t respect business practices like that.
I got screwed over by Archetype Cosmetics… ordered in October and still have yet to see my stuff. Recommend to avoid that place as well.
Hi Siilike!I’m so sorry to hear about your bad experience.
Did you pay with PayPal or a credit card? Either way, contact your credit card company or PayPal immediately to dispute the payment if you did not receive your order and the company has not resent it.
I know FaceFront had some problems with their main office area during that time period, but they have always been pretty good about sending things out on time….
Hi Phyrra,My parcel from Archetype finally arrived… although I was told in the beginning of January that my stuff had been already shipped, the postage stamp on the parcel was from January 27th.But I did pay with PayPal – just that you must make a PayPal complaint 45 days after ordering – my deadline was way over at that time.
It’s not common knowledge, but people usually do try to file chargebacks with PayPal/Credit Card companies up to 6 months after the initial purchase. You end up having to call on the phone to make a complaint when it’s that far out, though.
I’m glad you got the package, and I’m sorry to hear about your troubles.
Thanks for the good advice
OMG…I can’t believe they did that. That’s just plain horrible and so not cool. Thanks for telling us this. Cause I was just going to place my first order with them. But now…no way! I’ll rather go somewhere else.Thanks again! =)
I am going through this right now! I so wish I had researched their customer service before I placed this order. Its been two weeks and no word about my order, no returned phone calls or emails. After hearing what you went through I am even less hopeful of receiving my product or refund. I will contact my bank and see if they can do anything cause I paid for it with my bankcard and I will also put in a bbb complaint if need be. I really hope that the word gets out about this company and their blatant disregard for customers.
I am SO SORRY to hear that you're going through what I went through! I wrote this blog to let others know what I went through.I recommend that you contact PayPal or your credit card immediately to file a dispute.
I am going through this same thing I placed an order with them on August 27th for some eyeshadow that I wanted to wear to my birthday party which is September 5…It is now Septenber 3 and np word from them as to why my producrs haven't shipped I called left messages sent emails and got no response. I just contacted Google because I used Google checkout hopefully they can get it resolved for me. I went to MAC and got the colors I needed sinde FF didn't come through
Hi Rikaida,I'm so sorry you're going what I went through. Drew, the owner of Facefront, assured me that what happened to me was unique, had never happened before and would never happen again. I'm sad to say that seems to not hold true.
Same issue – placed an order 9/18. It is now 10/7 and I have no product. I have tried contacting them via e-mail twice. I have repeatedly called their customer service line and received no response. Does anyone have Drew's contact info?
I too and dealing with this. Can you please post his info? How in the world did you find it.. it's no where on the site? I am placed a $50 order and I'm just furious. Please post his info so I can contact him!
OMG….i just placed an order with them Dec 13 and havent gotten any thing from them! I have also called Drew and emailed and nothing from them….ugh
Hi Mrs. Caballero,I'm so sorry to hear that you're going through this. I was assured by Drew that this was an isolated incident and it wouldn't happen again, but with the number of people emailing me and commenting I find that hard to believe.
I had this issue in November as well – my order came in but was missing an eyeshadow. I sent 5 emails, multiple calls and messages, and nothing. I got an email from Facefront saying they're having a sale because they have new management, so I emailed them again. Still waiting for my order to be complete. I will never do business with them again.
I wish that I would have seen this post sooner, I am having a huge issue with receiving my order. My order was placed on 1/18/2010 and it is now 2/11/2010, I still haven't heard back from anyone. I have sent emails numerous times, and still no response. I even called and I kept receiving a message stating that their "mailbox is full". And now when I call it states that their on a call with another client. I am so hurt that I never even got the chance to experience what the company had to offer, because I've been hearing a lot about their products. But oh well I have filed a dispute with PayPal and I am pretty sure that I will just be getting my money back.:( I guess I will be using my money at M.A.C.
Do any of you have any idea where I can purchase highly pigmented eyeshadows from other that FaceFront? Please let me know.
Hi Falling Naked,I'm so sorry that you experienced problems like I did. I wonder how they're under new management.
Hi Tajmia,I'm so sorry you're experiencing problems like I did. I HIGHLY recommend Fyrinnae and Aromaleigh, or any of the other brands that are on my list of companies. You can see swatches of a lot of colors in my swatch gallery here:http://frescophyrra.blogspot.com/2010/01/swatches.html
I'm sorry to hear about your bad experience with FaceFront cosmetics. I too had a horrible experience with FaceFront a little under a year ago. I ordered two of their full coverage concealer/foundations called Stunt double because I read a good review of the product. I ordered from their company online and received an email immediately after letting me know my order number and my order total. It also stated that I should receive a tracking number via email when my order shipped. Well, that email never came. So, I decided to email their customer care asking if my products had shipped, and if so for a tracking number. I realized that "customer care" was at the LEAST of FaceFront's concern. I did not receive an email in response to my inquiry of where my products were. I continued to email customer care, and I even called their toll free number (which turned out to be a joke). Every time I called their toll free number, I was sent directly to a voice answering service. There was NEVER a live person to speak to. I was sent straight to voicemail. I am so thankful I paid via Paypal. After waiting 5 months with absolutely no response to emails or returned phone calls, I filed a dispute with PayPal. That did the trick! The CEO of the company emailed me 2 days later saying that he would look up my order number and email my tracking number. He sent my tracking number the next day. Come to find out, he shipped out my order the same day he emailed my tracking number. Then had the nerve to email me saying that it is not their fault my shipment got lost in transit. After contacting USPS, I was informed nothing of the sort happened! My shipment got to me less than 4 days later. I also printed from USPS website where he had mailed my package the day after contacting me about the dispute. After I FINALLY received my products, someone from their customer care email (customercare@facefrontcosmetics) responded to my initial email from almost 5 months previous. They let me know that I was a fraud for filing a dispute with PayPal (which I closed immediately after receiving my order), and that I was no longer aloud to purchase from their company. After all I had been through with FaceFront cosmetics company, I was frustrated and insulted. If I were a fraud, they would not have my money, my first and last name, my home address, my home telephone number, or my business. I do not recommend this company for their lack of customer service.
Hi chassyjones,I'm so sorry to hear that you went through something similar to what I went through. I only got a response because I filed a PayPal dispute as well. That's the only way to get the owner to care. If a company gets enough disputes filed, they can lose their PayPal account.
OMG I wish I had read this earlier! I have been waiting for my package for a month and I have tried to contact them so many times with no response…I opened a dispute with them on paypal too…did you escalate it to a claim? cuz they still aren't responding to me
Hi there.The moment I opened the dispute, the owner of the company Drew Shellekens, called me on my cell phone to resolve the issue.
OMG..I am having that same problem with them right now…this is my first time buying from them and I ordered my stuff on March 4th and today is March 22nd and still have nothing and ive sent them email after email cuz that is all i can do cuz the number they have there i cant leave a message cuz everytime i call it says…message box full call back again…i dont know what else to do…i tried one more email telling them if i do not get a responce from there im getting legal stuff done cuz i work for attorneys and this is major bull SH!T…thank you so much for posting this and i also will never in my life order from these ppl ever again…
Hi Paula,I'm very sorry to hear about your troubles with FaceFront. You can open a dispute with PayPal, and that may help you get their attention. Also, you said you work for attorneys, they may be able to help you with this issue.
Thanks for this post. I posted a rant on my blog last month because of their horrible customer service. It took a month to get my package! I was in the same situation where they told me the package had been shipped off, when it really hadn't. And I never received a tracking # either.I really like their products and never had a problem with them before, but after this ordeal, I'll never order from them again =/
I am having a problem with them as well. I placed my order in Feb. 18th and nothing. I did finally open up a claim with paypal and someone from the company claimed that they would "resend" the order for me, like they actually sent the original in the first place! That was on March 31 and I still haven't seen anything. The time limit for the claim for them to respond was yesterday and they haven't responded, so I'm hoping to get my money back and just be done with it at this point!
Just came across this blog as I was searching up on people who also had unhappy experiences with FaceFront as well. I wish I had used paypal rather than gmail because not only did I not receive any apologies, I couldn't contact them through email or phone. Not even the gmail people were able to contact them. A month later, I wanted my money back. Lost money due to exchange rate too. Unfortunate that their products have high reviews. Do you know of any comparable products in quality, variety, and price?
Hi Grapefruit,If you check out the Places I shop section, those are companies I recommend. Try Fyrinnae, Aromaleigh, Morgana, Meow, Sugarpill, Silk Naturals, etc.
I too had an AWFUL experience with Facefront Cosmetics. Not just once but TWicE!! When I got an e-mail saying the were “under new management” I thought cool I’ll try to order from them again. I ordered and it took OVER a MONTH to get my products in. I got an e-mail after about a week saying my products were shipped. It didn’t have a tracking number so I asked for one. I NEVER got one! Finally I filed a paypal dispute that escalated to a claim and on the LAST DAY of the claim before PayPal decides if I get my money back or not I get a phone call from them and they told me they were going to overnight it and gave me a tracking number. I got my stuff the next day but needless to say I WILL NEVER ORDER FROM THEM AGAIN! I even got an “apology letter” from the company. but still am not going to order and will give the company bad reviews.
I’m so sorry to hear that you had a similar experience to mine. It’s ironic that Drew Schellekens said to me that my experience was unique and it wouldn’t happen again, yet so many people, over a year later, are still having the same crappy experiences with Face Front. Every time I even think about giving them another chance, another complaint pops up here on my post and reinforces that I shouldn’t bother to do it, because I’ll only be disappointed.
Thank you so much for warning us about companies like this! It’s one thing if it’s an isolated incident, but good grief! ll the comments with similar experiences! It’s very very clear that they are out to make money and that’s it!
I love that bloggers share experiences like this! You gave them WAY more time and were WAY nicer than I would have been! They’re lucky your such a sweetheart!
Could you, as well as the others, file a complaint with the BBB???
I too am going through this. I like in Australia and have been email Facefront for 7months!!! I ordered $168 AUD worth of products and received absolutely nothing!!!! I didn’t oay through Paypal, I used my mastercard. I received the invoice, with tracking number but when I try to use the tracking number on their website it says something along the lines of ‘not listed’. I did receive a email when I first queried where my order was 2weeks later and got a reply saying sorry, it’s been shipped. Haven’t heard from them since despite sending countless emails. I have no idea what to do now and can’t lodge it with my bank. Looks like I’ll have to just put the experience behind me.
I’m sorry to hear what you’ve been through. I’ve been continuously harassed by the staff of this company for my less than stellar review. I would say it’s still worthwhile for you to try and contact your credit card company to get the money back, since you’ve made a good faith effort and waited for the items.
I completely understand. I had the same thing happen. My mom ordered for Christmas and had to request to cancel to receive her order.
I thought maybe it was just a fluke because I always heard great reviews and never heard anything bad about their customer service. I HAD TO FILE A CLAIM WITH BANK OF AMERICA TO GET MY MONEY BACK. THEN THEY SENT ME THE ITEMS.
It’s ridiculous. Don’t waste your time ordering from them unless you want to argue for a month before you get your order.
I’m really sorry you went through something similar to what I went through with your order. I don’t like how this company does business. Having to do a chargeback to get your money back is really sad.