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Caveat Emptor Archetype

I have ordered from Archetype three times. The first two times I placed an order, I never received an email receipt. I emailed Archetype to get a receipt, but received no response. I tracked them down on MySpace, and finally got a receipt via MySpace, as well as a response. I was told that their problems were due to having to fire an employee. I gave them the benefit of the doubt, and I received my order, plus some extras.

This time I wanted to order for Halloween. I placed my order on Oct. 12. I got no receipt. I emailed again and again with no response:
Oct. 13 – no response
Oct. 26 – no response
Messaged on MySpace
Oct. 29 – no response
Nov. 8 – no response
Nov. 13 – no response
Opened dispute with PayPal on on Nov. 23, as this was 6 weeks from when I had placed my order.
Received order on Nov. 24, so on the 7th week.
Closed dispute on Nov. 24.
Wrote a letter and sent it through the USPS postal system requesting a reply on Nov. 23.

As of Monday December 7, 2009, I have not received an email, a phone call, or a written letter in response to the letter that I sent.

While Archetype’s website clearly states to write if you want a phone number or response, I have not received one.

Because of the sheer lack of customer service, I can no longer recommend Archetype.
I don’t care how pretty their colors are. They will not give me the common courtesy of responding to an email or a written letter, or a PayPal dispute. Grey of Gothique could not get a response either. And several of my friends and readers have also had this problem.

So let the buyer beware of Archetype. You may or may not get your order. You may or may not get a response. I will not order from them again. I will not reward such shoddy customer service, not when there are companies out there that will respond to my emails.

Edit: As of April 9, 2010 I have NOT received a response from Archetype. Not a single email, not a single letter, and not a single phone call. 

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    • http://www.blogger.com/profile/08156634091961777191 Sara

      *sigh* I hate that they have such shitty customer service. I've placed two orders with Archetype (both last year, maybe the first was the year before) and while I received them both, it was two months with no communication. I still eagerly await the day they get their shit together, because I love their eyeshadows far more than any other etailer's….but not enough to reward their behavior. How hard is it to get someone in there who is organized and driven to get stuff done? And what about the owner? Doesn't she care about building a happy customer base? I guess as long as orders are coming in without trying…she might as well not bother. *shrug* It sucks. Thanks for relaying your experience with them, I'd definitely wondered if they would treat you differently since you have a well-trafficked blog.

    • http://www.blogger.com/profile/15011179325930383579 Daniel Brewer

      I (obviously) haven't gotten anything from archetype(or any other makeup company) but I have to agree with your policy. Customer Support and Treatment is the most important factor in ANYTHING I get. I'd rather pay extra and be treated with respect and care rather than get something cheap and get treated like a piece of you know what.

      It's why I refuse to buy anything from EA. They actually CHARGE for their TECH SUPPORT line! I've heard different reports, but allmost all of them report at least a over 1$ a minute. To top it off they have naziesque anti-piracy software(that doesn't even work) limited installs, in game advertising(not just product placement, their first-person shooters now have billboards on the maps with advertisements for mcdonals, sony pcs, you name it) and are also known for releasing large amounts of expansion packs with very little content.

      And the cherry on the pie, all of their "little" incedents. Just check wikipedia>EA>critiscism and you'll know what I mean.

      A lot of their games look totally badass, but I'd rather entertain myself with a pile of rocks and a stick rather than give them one penny.

      I'd imagine you(and most people) feel the same way about makeup, and products in general.

    • http://www.blogger.com/profile/14013585288441482804 Julissa

      I ordered from them in March and I had forgotten so it was too late to file a dispute on Paypal. So I lost $X into a blackhole in the internet. Fabulous. I really wish I hadn't forgotten! D: Stupid Archetype.

    • http://www.blogger.com/profile/04180101389196519051 Nea

      I ordered once, didn't get answer to my email and products arrived in ~3 months… I won't order anymore, I really liked the products though.

    • http://www.blogger.com/profile/09817087226134085136 Ashley!

      I really wish that they could get it together. I want to order from them again, but I don't want to support this horrible customer service. It's too bad, really. Their colours are beautiful. Even though I recieved double of what I ordered, not know if your going to get your package or not is very lame.

    • http://www.blogger.com/profile/03441359114742385194 Kerry B.

      I remember reading somewhere that you can get ahold of her by calling the Star Center Mall Antiques Store. Here's the #: 360-568-2131. I don't think she works every day of the week there, but maybe you'll luck out. :)

    • http://www.blogger.com/profile/04984041577326333743 BLIX

      I don't blame ya! I only ordered once and received my order in 3 weeks and I did receive a reply to my email. I consider myself super lucky! But I am afraid to order again. So I think I'll just use what I have from them and not bother to order again. Too bad. If they only took care of business properly, they'd be HUGE. I just don't get it.

    • http://www.blogger.com/profile/05014816224343626784 Kat

      I'm glad you got your order but sad that so many people seem to be having such trouble. I too was interested in some of their colors but had not had the money previously. These two reviews come just in time!
      Thank you!

    • http://www.blogger.com/profile/12352578858633293051 Betty Ray

      This is sooo timely. Phyrra, I think your dispute must've done something as I just received my Nov 23rd order today. I did know though to only spend an amt I'd be comfortable possibly losing as my last 2 orders took 2+ months to receive.

      I'm sorry you had such a hard time and such a bad experience as you always seemed to be one of the lucky ones.

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Sara,
      Me too. I'm no longer going to reward their bad customer service. As you can tell, I'm treated no differently than any other paying customer. And while I don't expect to be treated differently, I would like to, you know, actually have my emails answered.

      Hi Daniel,
      I work very hard to make sure that I spend my money with companies that have excellent customer service and I black ball companies that give me shitty service.

      The first mp3 player I purchased was a Creative Zen Micro in purple. I lost the software to that device and they wanted to charge me to replace it, which I refused. This was the 2nd time Creative had done that to me (the first was with a webcam). As such, I refuse to buy Creative products.

      Hi Julissa,
      You still may be able to open a dispute with PayPal, but it's always better to do it sooner rather than later.

      Hi Nea,
      Yep, I liked my first 2 orders. Actually the stuff that came with my 3rd order I was very disappointed with.

      Hi Ash,
      I feel like, while their colors are nice, I can get nicer color and better customer service from Fyrinnae, Aromaleigh, Meow, Dreamworld, Morgana etc.

      Receiving double isn't good enough to someone not answering an email.

      Hi KerryElizabeth,
      Thank you for sharing that number.
      I'm debating calling, because I honestly want to know why she doesn't answer emails from her customers, or mailed letters.

      Hi Blix,
      Yeah, you are very lucky!

      Hi Kat,
      I placed my first order knowing that a lot of people had trouble and lucked out and got my order. I've gotten all 3 of my orders, but they're just not worth the stress. Glad this helps.

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Katrina,
      Well, trust me, I will not order again!
      Glad you got your order!

    • LT

      I feel bad for the gals who are waiting for their orders. I've only ordered from them once and my order took I believe 3 months. I won't be ordering from them again or recommending them.

      I see a lot of people excusing her inability to process these orders in a timely manner because 1) it's her side job 2) she doesn't have extra help 3) her email isn't working 4) her colors are so beautiful! 5) she's just so nice on the phone 6) she broke a nail…. but throughout all these excuses and yet she has time to update her website with new colors?!!!

      I'm glad you posted this so that people are aware of how bad this company is.

    • http://www.blogger.com/profile/04115089023525905294 Heather / Eyeconic

      I think the Archetype colors are so gorgeous, but I can't order since I've never seen a single positive review. Waiting months for a product is ridiculous to me, when I know if I order from Aromaleigh I'll have my order in about a week. Maybe someday there will be better customer service :/

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi LT,
      Me too. That's why I took them off my recommended list. Originally when they gave me the 'we had to fire a girl who said she was filling orders and not working' I bought it, because it was once. But that doesn't take 8 months to recover from. She has at least 1 person working for her, or she used to, who would answer her MySpace.

      I agree with you, no more excuses. No matter what excuse, it shouldn't take more than 8 months to get sorted out.

      Hi Heather,
      I saw some positive reviews so I risked it. I'm one of the 'lucky' ones who has always gotten my order, even if it wasn't in the time frame stated.

      Yep, Aromaleigh has great customer service that you can always count on.

    • http://www.blogger.com/profile/13236287856529546637 Shattered

      There's a whole thread about Archtype on a popular makeup forum, and pretty much the whole thread is – you guessed it – complaints about their complete lack of customer service.

      I sent them an email months ago as well, I don't even remember what for at this point, probably to enquire about the current wait time. I never got a response, so I never ordered. Of course, I told the forum ladies that my email continued to be ignored while the Limited Edition Halloween collection went up.

      I'll keep paying more for companies that have given me great service in the past (*coughAromaleighcough*) or trying out companies that you write such stellar reviews of (I've gotten burned by the recommendations of other people). I don't care how pretty her colors are or how cheap they are, what's the point if I risk having problems with my order (I hear lots of complaints about mistakes and missing products), or, worse yet, not getting it at all.

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Shattered,
      I always try to write as accurately about my experience with a company as I can.

      It's so annoying that they won't answer emails :(

    • http://www.blogger.com/profile/17689704006893553239 Julia

      I'd like to chime in too. My first experience wasn't that nice in jan this year. Then, upon seeing your post saying they did answer, and they happened to be active answering emails in (may or june). THEN, they basically lured their customers into a comfort trap.. they never answered that 8+ emails I sent them , sigh, it sucks real bad since their stuff is actually unique and very good quality… Oh well, I don't want to order from them again. (oh, btw, my order from august arrived last week) i feel your pain, Phyrra, why can't they answer the famn emails!! LOL

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Julie,
      I hadn't thought about it as a trap, but you're kind of right. I think though, it's mostly just apathy on the part of the owner. She doesn't care to have customer service, so it doesn't happen.

    • http://www.blogger.com/profile/10146910535958325916 KittenMittens

      I JUST got my order today. I was shipped exactly 4 months from the order date for the 1st order Aug 1, shipped Dec 1, today Dec 14. I didn't think I was going to get it at all so it's a big surprise. Some of the colours so far look really pretty but I sure don't wanna wait 4.5 months for another order!

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Axs,
      I'm glad you got your order, but wow, yeah I'd have already filed a complaint.

    • http://www.blogger.com/profile/18218830826757256872 MissyDon

      So I'm curious to know if anyone has tried ordering from them again because they posted a "disclaimer" basically saying they got their act together.

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Melissa,
      I still have NOT received a response to a single email I've sent. I've not received a response to the letter I sent through the mail, either.

      As such, I will not order from Archetype until I get a response. I also will NOT recommend Archetype to anyone.

      The complete lack of customer service bothers me.

      I mean, why the heck can't she answer ONE of the many emails I sent?

    • http://www.blogger.com/profile/07579730245266470510 Tally7

      I mean, email her one more time, for good measure, if you feel like it, which you probably don't. I'd be very p.o.ed in your situation.

      I'm so glad I caught them on a good day!

      Its strange that she hasn't seen your blog or responded to you since you your blog is so well known.

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Tally,

      I emailed Archetype countless times. I also sent a letter through the snail mail. No response. Until I get a phone call, an email, or a handwritten letter back, I won't be ordering or recommending them. I don't care who else says they're good to recommend. I'm tired of being burned by Archetype.

    • http://www.blogger.com/profile/04855317381199537202 Becca

      I ordered a bunch of samples from Arcehtype on April 1st, 2010, and received the order within 2 weeks' time. I can't remember exactly how long it took, but it definitely got here in a timely manner. I can't say anything about their customer service, as I had no need to make contact, but I did get my order within a very reasonable timeframe, so I'm happy.

      And, their colors are fun. A bit on the glittery, shiny side, but very very pretty.

    • http://www.blogger.com/profile/02168093054712781267 Phyrra

      Hi Becca,
      It's great that you received your order. I'm STILL waiting to a response to the letter I sent on Nov. 24, 2009 and the countless number of emails that I sent in 2009.

      In no way can I recommend ordering from Archetype until I get some sort of a response.