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Stars Makeup Haven – Mixed Feelings

On April 11, I placed my first order with Stars Makeup Haven for 3 shadows:
Euphoria
Ciao Bella!
Creme d’ Nude

The order didn’t ship until April 16, which was longer than their stated shipping time on the website. They sent this message though:
Please accept our sincerest apologies for the extreme delay in shipping your package. We have recently had two employees in customer service and shipping return to college which has left us completely understaffed, coupled with the fact that the number of orders this week has almost doubled. We have included an extra in with your package to try and make up for it. Also, we have been developing several exciting new products for our line, including an AMAZING lip gloss. It has taken us over 9 months to perfect the formula, but it should be ready for market in the next 2 months. If you would be willing to give us another try, and order from us again, we would love to send you one of our new glosses as our gift to you (as soon as they become available). Just mention this situation as well as this order number in with your order notes. We genuinely value every single one of our customers and strive for 110% satisfaction. In the meantime, please enjoy your new palettes, we know you will be thrilled. Thank you so much for your patience in this terribly inconvenient situation.

I loved the shadows that I ordered. I thought the quality was good and the color payoff and texture were great.

I figured ok, I’ll give them another chance.

On May 12, I placed an order with Stars Makeup Haven for 3 shadows:
V.I.Pink
Metro
Dominatrix

All shadows were in stock when I placed the order.

Today (May 20), I received an email from SMH stating that Dominatrix was out of stock (which it wasn’t, when I placed my order the only color out of stock was Plum Crazy) and that I’d be refunded for Dominatrix and that they’d send me the rest of my order. They should have asked me if I wanted to cancel my order at this point, not just decide to send it out and refund the 1 shadow.

I emailed them back telling them to cancel my entire order and I haven’t had a response.

Now, I’ve had other problems with emailing them, which I had planned to mention when I did my more formal review of them.

Namely, the biggest problem with SMH is their lack of communication to their customers.

My original account with them was bugged and would not let me delete an item from my cart. I emailed them 4 times over a 2 week period of time and never received a response. I finally made another account and it worked just fine.

I like their products. However, their distinct lack of customer service has put them into the ‘No Buy’ category for me. They seem like another Archetype at this point.

I guess whenever I next want pressed shadows, MAC or Urban Decay will be getting my money.

Update:
I received a response back from the company:
“We completely understand. We would be happy to ship dominatrix to you at no cost when it comes back in stock. :)”

So at least they’re responding, unlike Archetype. And they’re even making a nice offer. Just not sure how I feel about it, considering the lack of response to previous emails.

  • From our partners
    • EvilAngel

      Oh that just sucks. I hate poor customer service as much as crappy products.

    • Phyrra

      Yeah, I agree with you. And I don't see how their actions can be interpreted as anything but poor customer service. Then again, I usually tend to feel like lack of communication is poor customer service.

    • Erline

      That's a shame, its worse when they have a good product. The only time I had an issue with an out of stock item was with Aromaleigh (which was stated on discontinued items so wasn't a huge deal) but I did get a nice email informing me one of the products I ordered was out of stock and was offered a refund amongst other options. That to me is good customer service.

    • shatteredshards

      You're purchasing straight from them? I've looked at their shadows, but I found them through All Cosmetics Wholesale, which I have seen good reviews for.

    • Phyrra

      Yes, I would agree with you! Giving a customer the option of refunding or selecting a different product is great.

    • Phyrra

      I didn't know that they were available through another site? Ahh! Now aijuswhanakno's comment on twitter makes sense! The shadows are nice, the customer service is not. I just got a response back of 'we just shipped out the package, a refund isn't available.'

    • Makeup Zombie

      Did you know that you can purchase the pans on Allcosmeticwholesale? http://www.allcosmeticswholesale.com/smh.html They even have Dominatrix. I checked for you. LOL

    • Phyrra

      Yay thank you! That's one I wanted to buy purely for the name :P

    • Stephine

      What s shame. There are so many companies with good products, but their lack of customer service and communication in general just completely ruins them. I recently did a review for Misikko and everyone raved about them, but forgot to mention their HORRIBLE lack of customer service, how they take 2-3 weeks to respond, they do not email back when you have a problem, etc. Their product was amazing, I love it, but customer service is the other half of the company.

    • Phyrra

      Yeah I was honestly surprised! I saw no mention of bad service when I had checked reviews (I looked at Karla Sugar's blog)

    • Makeup Zombie

      Sweet! My work here is done. LOL! I've been wanting to get some, but mineral eyeshadow has taken over my life. I kept the link bookmarked forever..I KNEW it would come in handy at some point. ;)

    • Julissa

      That's frustrating. :(

    • Phyrra

      Yes it is!

    • nymphette

      Can't you purchase these on other sites? I could have sworn I read that somewhere. I've been wanting to get some too =(

    • Phyrra

      I _just_ placed an order with All Cosmetics Wholesale online to get Dominatrix and it's already shipped. I'm really impressed with them for that!

    • Phyrra

      Order placed for Dominatrix, and it's already shipped out! Woot!

    • Makeup Zombie

      Are you serious!? Wow! That's the fastest shipping ever. LOL Rock on!

    • invinciblesun

      ACW has insanely fast shipping, so I doubt I'll ever order directly from SMH. Great customer service. I also hit pan on Creme D'Nude the other day, which is ridiculous for me since I rarely hit pan on anything. (So proud of myself!) Good thing about SMH (besides the quality of the shadows) is that the names are awesome. xD

    • Phyrra

      Yeah, totally serious. Even sent me tracking info. Very surprised!

    • Phyrra

      Yeah OMG same day shipping? That's lightning fast! Gratz on hitting pan! I'm definitely a fan of some of the names :)

    • Jade

      Pressed shadows for meeeeeee! :) I'll definitely have to compare SMH's international shipping with ACW, though. Pesky oceans!

    • Phyrra

      The domestic shipping is cheaper with ACW than with SMH :) Hope the same is true for you!

    • nymphette

      YAY! I'm going to check it out.

    • Silhouettex

      I think I'd order from ACW if I wanted to buy SMH, since I've always had awesome customer service and cheap int'l shipping from them :D

    • BLIX

      That's kinda lame. I've ordered from them 3 times (all last year though) and did have an issue with one eyeshadow not arriving. I emailed them about it. In a few days I received a package with the missing eyeshadow and an extra one. So, not so terrible for me. I do want to order another palette. :-) I'm gonna wait for a sale though. Glad you are getting Dominatrix. It's awesome!

    • gothchiq

      Ew, forget them then! Say, have you checked out Beautycrunch? I get gifts for friends from them all the time and have had great service. I don't buy for myself much because I'm allergic to Stila's eye makeup, but it's a great place to get makeup kits with some of everything as well as some items I never see around here.

    • Phyrra

      I just got an order from BeautyCrunch today, really happy!

    • Phyrra

      They sent me an extra shadow today, so that isn't so bad. Got dominatrix today :)

    • Phyrra

      Yeah ACW ships FAST! Got my order from them today :)

    • Mignondee

      I ordered from SMH two weeks ago, spent 80.00 dollars, including shipping w/ insurance, emailed them 3 times, and when I check on my order at their website, it says it’s still processing! I never have this problem with Coastal Scents! Their customer service is great! To be honest, I have ordered from several different websites since then and have received my orders….I am so not happy…very unprofessional!

      • Phyrra

        Yeah, that’s why I stopped ordering with SMH. They don’t answer emails, and that pisses me off.

    • reesa

      I just ordered two palettes from smh on august 3. the order was still processing as of sunday. so i emailed them. no response in two days AND the oder is still in “processing”. this is my first order from them and will probably be my last. it shouldn’t take a week to ship two items. i placed two other orders last week, from other sites, and both of those orders have shipped. so the problem is definitely with smh. too bad, because they have nice things, just poor CS.

      • Phyrra

        Yeah, it’s better to order from all cosmetics wholesale, since they ship faster.

    • Liraly

      I recently placed my first order with SMH on 8/27/10. Today is 9/2/10 and my order still has not been shipped. I emailed SMH this morning to see when will my order be shipped. I’m leaving in a few days for a vacation. I can understand if they where Sephora were hundreds of orders were placed everyday but this is a “mom and pop” shop. I only ordered 2 things. I don’t understand what is the hold up.

      • Phyrra

        Yeah that’s why I had mixed feelings about them. I ended up ordering more SMH via AllCosmeticsWholesale. You get your items MUCH faster.

    • daphne

      I also had the same problem with them. I made two orders on August 24th and my order status is still listed as processing. I am starting to think that they will never ship them… Even if they do, I don’t think that I will ever buy from them again.

    • June

      I thought I was the only one with this problem. I made my order on 17 August and that didn’t ship till 29 August – 12 days later! Anyway, I still haven’t received my package and SMH has been very unhelpful, basically they adopted the “its out of our hands now” attitude. I absolutely do not recommend purchasing from them.

    • Li

      I wish I saw this blog posting earlier bc I didn’t know there were so many customer service problems with smh. I placed an order Aug 26 (about $40 worth of empty palettes and round magnets). I still haven’t received the order even though I am within the US. I emailed them a few times but received no response. If I knew this wouls be the case, I should’ve ordered the empty palettes from the hk seller on ebay and would still receive the order after one week.

    • Phyrra

      Yeah I think it’s better/safer to purchase through All Cosmetics Wholesale instead of SMH.

    • Danielle F

      Wow. Add me to the list of people who feel “violated” by SMH. Ordered 8/28–two weeks later still in processing. Unresponsive to emails too. Fake number in paypal so you can’t call them either. Luckily I paid through Paypal and opened a dispute—and they didn’t even respond to that!!
      Buyer beware–do not order direct from SMH, if you even decide their product is worth supporting!

      • Phyrra

        I’m sorry that you went through a similar bad experience Danielle. It always baffles me when sellers don’t respond to emails! Archetype is the same way.

    • Taryn

      Count me among the latest dissatisfied customers. I placed an order on 8/31 and it’s still “processing”. C’mon, some lousy magnets and a couple of pressed pigments are taking this long? Worse yet, the company won’t respond to my emails.

      They have another 30 days, and then I’m filing a dispute with PayPal. I will never order from them again.

      • Phyrra

        Yeah it’s way better to order from AllCosmeticsWholesale. Sorry that you’re experiencing this, too.

    • mKat

      Hey everyone…

      I kind of randomly found my way here because I, too, have experienced increasing difficulty with SMH and eventually turned to Google to see if I was the only one. I ordered from SMH once before (just pans and magnets) and got my order without trouble.

      This time around I’ve spent approximately $70 (which included Priority International Shipping). It took 12 days for them to update my status from “processing” to “shipped” but in spite of the extra money I paid to track my package, USPS has no tracking info for me.

      I have emailed them three times (it is now at a month since I ordered on August 17th 2010) and have received no response from them. I opened a PayPal dispute (the first one I’ve ever opened with any company) and it was promptly closed within 24 hours but they haven’t contacted me and my situation has clearly not been resolved.

      I have no idea what to do now. I’ve contacted PayPal again and I’m hoping they’ll help me but I’m wondering if anybody has had any luck with PayPal because I am at my wits end.

      It annoyed me to have to resort to filing a dispute since I’ve never had to complain about any of the companies I’ve ordered from in the past. I don’t even have a problem with shipping that takes forever but I resent the fact that there’s been no communication from them whatsoever.

      • Phyrra

        Yeah, no communication pisses me off. That’s why I started ordering from All Cosmetics Wholesale, instead of SMH. SMH told me that they didn’t answer emails because they’d had a change of staff or something, but it seems just a lack of customer service.

    • veg*nTray

      I did a search for SMH shipping and funnily enough your blog popped up Phyrra.. *waves* I could have sworn I was already a follower but maybe I forgot to actually click ‘Follow’.

      My first order from SMH back in July shipped within 4 days. Not bad at all. I placed a second one on the 24th of September (will be two weeks ago tomorrow). So far I’ve contacted them twice; first through their ‘Contact Us’ form on the site, and then I sent an email to their info@ address. No reply back. I can understand if they have a lot of orders and haven’t shipped it yet (all of the items I purchased were in stock), but they should at least have the decency to give me a reply back saying so. It really bothers me when companies charge you IMMEDIATELY and then sit on your order with no communication whatsoever. /rant

      • veg*nTray

        I actually need to update.. two days after I posted the above, I received the following email:

        “Please accept our sincerest apologies for the ridiculous delay in shipping. We are a small, but quickly growing company. We had an enormous wave of orders that we were not quite prepared for. We have added more staff to accommodate our rapidly expanding customer base. We hope that you will give us another try. For the next two weeks, use the code MAKEITRIGHT for 10% off of all orders over $20. Hurry, it expires Friday, October 15th. In the meantime, we have added extras to your package to help and make up for it. Again, we sincerely apologize, and we appreciate your understanding.”

        It was nice that they offered a discount, but by the time they emailed it to me it was only good for one week, not two as stated. This shows that they KNEW they were backed up but still waited a week to reply back to me– and the email wasn’t even in response to mine, just a generic one. I just wish they had posted something on the site to warn about the shipping delay.

        The ‘extras’ were two of their e/s. I received one in my last order, so I get the feeling that they include an extra in each order. So in reality they added one free e/s to make up for the delay.

        All in all, I probably won’t purchase from them again, especially knowing how many problems so many people have had. If they had just replied to my email(s) in a timely manner I wouldn’t have minded.

    • verot909

      i am having the same problem with them. i ordered on 10/04 its now 10/14 and my order is still processing, i sent them emails and have no reply. it makes me really mad. i will never order from their website again.

    • cat

      I placed an order on Thursday. .. tried contacting them and no response! I placed an order with coastal scents on the same day and I received my package yesterday.. do you have another email address I can teach smh at?

    • Beba

      My order is still processing too and it has been a long time. I will NEVER order from this company again. I’d actually even like a refund back, but they don’t answer emails.

      BAD BAD customer Service

    • Marquita Perry

      Once again, another unhappy customer and I wish that I would have read this before I even thought about ordering from the site but I really needed empty eyeshadow tins and I couldn’t find any place else. I’ve sent two emails already and I still haven’t heard anything back. I’m not entirely sure if I should open up a claim on paypal because that’s how I paid. I want my items that I ordered or I would like my money back. Simple. I’m just very upset that they could treat people like this. Not even answering something as simple as an email back. Now a days, people forward their emails to their phone, or at least access their email from their phone so what the ? Ugh, I’m getting more and more upset as I am typing this. I guess since I sent the email on Friday, I will wait until Monday or Tuesday before sending another one. But it looks as if they don’t respond to those.

      • MJ

        I waited 3 weeks and no reply. I ended up filing a claim on paypal and about 5-7 days later I received a full refund. I will NEVER shop with starsmakeuphaven again. I ended up finding a seller that sells the tins and the palettes wayyy cheaper on ebay and I’m loving them. Starsmakeuphaven has the worst customer service ever!

        • Marquita

          Can you possibly link me to that seller please?

    • ari

      I ordered four empty blush palettes over a month ago and they were never delivered.  My money was taken out of my bank almost immediately, but my order still says processing on their site.  I have sent four emails to try to find out what’s going on, but no response.  I started a complaint with paypal earlier this week, but my order still says processing.  This is not my first time ordering from them.  Earlier this year in April I ordered two empty 28 pan eyeshadow palettes, which fit my mac eyeshadows perfectly, but got them after two weeks.  SMH made up for the delay by including a free eyeshadow and explaining on the invoice that they were short staffed because some people went back to school, blah blah blah.  I also noticed around that time on their twitter that they were going to hire or hired new staff.  I recently checked their twitter again and they have no problem tweeting constantly, but apparently have a problem with responding to their customers’ emails!!!!!  I will wait one more week, but if nothing changes, I will have to escalate my complaint with paypal and get my money back! 

    • cat

      I would open up a dispute with paypal. Smh is not a reliable company. They did the same to me.I don’t think anyone should waste their time with this company! They aren’t professional at all.