Item missing from order; no response from Customer Service

[DonquixKong]

Last week I received an order that renewed my VIB Rouge status for another year. To my surprise, the largest item in the order — a Belif gift set — was entirely missing from the box. I emailed Customer Service Wednesday night and have heard absolutely nothing since. As a matter of comparison, one time Amazon shipped me an empty box. Within 15 minutes of emailing their customer service, they refunded my money. 15 minutes! I want my purchase sent to me, or at the very least a refund. Having to wait is exasperating.

[JessLess]

Contact customer service by PHONE. Email is a joke and they take too long to respond. I️ contacted them by phone when an item was marked shipped and never arrived, and the whole matter was fixed within minutes. It arrived at my doorstep the very next day.

[DonquixKong]

Thanks for the tip! It’s not like it was a huge and critical purchase, but the longer I’ve experienced radio silence, the angrier I’ve become — a great deal of my work is customer service, and not responding to client correspondence is a termination-worthy offense. Ugh. But again, thank you!

[DonquixKong]

Aaaaaand not a single response from the mods. That’s grand. I suppose I’ll call the customer service line tomorrow, and if I don’t get my money back by end of business, I’ll take my wallet to Ulta permanently. 😠

[JamilaBT]

Hi @DonquixKong. I apologize for the delay. While we moderate and do our best to respond to every inquiry, calling us directly is the best way to receive immediate assistance. If you haven't been helped, please send me a message with your order number.

xo,

jamila

[DonquixKong]

I got lucky; it took quite a bit of time on hold, but the customer service hotline got a refund squared away for me. Thanks for following up.