Online Ordering Gone Wrong - Anastasia Beverly Hills

Monday, March 24, 2014

An eye shadow palette that was very popular during the Holiday's is back! I tried ordering this palette the week before Christmas but there was one problem, I could't find it ANYWHERE! I tried Sephora, Ulta, and Anastasia Beverly Hills website, suddenly no one had it. It was almost as if it didn't exist anymore because it was taken off each website. There was no "sold out" sign or anything.  Sadly, there was no word of it until....



8 days ago to be exact (3/16/14), Anastasia posted this picture showing her fans that the Lavish Eye Shadow Palette was back! 



Me and hundreds of others who missed out on this palette the first time around, ordered it. It was a Sunday night, so obviously I would't hear anything that day as far as shipping and maybe not even Monday. Tuesday comes, no email.. Wednesday comes no email. Thursday, Friday, Saturday... NOTHING!! Today equals 8 days later and I have yet to to receive a shipping email. According to my account on her website.. it's been "processed" but it has said that for about a week now.

I even went back to the Instagram post to see if anyone had commented and it looks like I'm not the only one who's not happy. Everyone is posting the same thing, saying that they've ordered the palette but it's still processing. There's even customers who've emailed customer service and HAVEN'T EVEN GOTTEN A RESPONSE! - This isn't good customer service.


Her website says.. 

"We offer everyday FREE Standard Shipping on all U.S. orders. Please allow 3 business days for processing and up to 10 business days for delivery."
I wish I could take her websites word for it but mine has been processing for more than 3 days. I can't even imagine how long it will take before it gets to my house. 
For those who don't know who Anastasia is, she is the Eyebrow God! She has a great reputation for transforming eyebrows with her amazing products.

I expect nothing but great things from this brand. It's highly talked about on YouTube and Instagram, so to get service like this comes as a surprise. I can't see myself ordering again from this website and I'm to the point where I don't even care for the palette anymore.  Eight days to process an online order in 2014 just seems ridiculous. Is this why shipping is free on all orders? 

Have you had problems with this website before? Leave a comment a below.

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The Lavish Palette made it on my "Wish List" last Christmas.. Click here.

UPDATE:
I received about 2 weeks after I purchased it. It was a little disorganized. I received a shipping email probably 1 or 2 days after I originally posted this with the wrong person's address and info which was eventually corrected. I'm assuming they were overwhelmed by the response of this palette because it seems like everyone wanted it.. If you were waiting on this palette, go for it.. just be prepared to wait a little longer. 

SECOND TIME ORDERING FROM ANASTASIA BEVERLY HILLS

43 comments:

  1. I was just about to order this palette from their website, when I came across your blog! Did you ever receive it? Please let me know! I'd love to get since I also missed out on it and didn't realize it was a limited edition palette :(

    Paula
    thirteenthoughts

    ReplyDelete
    Replies
    1. The modern ressance pallet is horrible and waste of money I wish I could sue them for all the pain they caused me the eye shadow powder caused my eye to get inflamed bc of all the fallout !!!

      Delete
  2. Yes I received about 2 weeks after I purchased it. It was a little disorganized. I received a shipping email probably 1 or 2 days after I posted this with the wrong person's address and info which was eventually corrected. I'm assuming they were over whelmed by the response of this palette because it seems like everyone wanted it.. If you were waiting on this palette, go for it.. just be prepared to wait a little longer lol :)

    -Christina

    ReplyDelete
  3. I ordered this palette early in the morning on April 22nd, it's now May 5th and it still hasn't shipped. It's been at the "Processed" status since the 22nd. I called and emailed their customer service and all they keep doing is handing out the same pacifying statements, with an emphasis on saying that I should only counting the business days because they don't ship on the weekend. However I noticed that on the website it says "3 days for processing, 10 days for delivery" but on the phone they said "3 days for processing, 10 days for shipping" and that I would have to allow EVEN MORE extra time for delivery. And I thought Ulta was slow when they took 5 days to ship an order.

    I am beyond annoyed. I can't believe it could possibly take this long to ship an order unless the palette is still in production, and being handmade at that, and there's only one person to make and ship all of the orders. It's all very ridiculous. I'll never order directly from them again.

    ReplyDelete
  4. So true. Experience with this company and how it's run not good. Same thing. No way to track order, customer service either doesn't answer or goes to a voicemail that's full, you email and get no response. If you want her products (and I'd say note parabens and where it's made on some of them), I wouldn't get from her site. Buy it in a store.

    ReplyDelete
  5. I wish I came accross with this before I placed my order. I didn't order the palette but ordered the counturing kit since last thursday. Now a week later and I'm still waiting for some kind of email but nothing yet. I thought that she had great customer service since her products are soo popular. So now, who knows when I will get my order :/

    ReplyDelete
  6. The worst online shopping experience that I have ever had! I order their gel liner and added a pencil liner since I could get a free shipping. I don't live in the US so when I ship them to the US, I have to drive there and pay for each package. I got an email after I placed my order saying that I would receive another email when my order is shipped. 10 days later, no email, website is still showing "processing" I emailed them back asking where my order was. I got an email the same day from my PO box about them receiving a package for me. So went there to pick it. I was shocked when I opened it because it only had one of the products I ordered. I tried calling them but the phone number on the site doesn't work. I emailed them again asking them to not to send the other one since I have to pay again. No answer. A couple of days later, I emailed them again. I got an answer! They basically replied to my emails with a table that shows that my packages were sent. Nothing else! No "sorry" no "hi" nothing. To me, it is like saying "shut up b....".First of all, what kind of a company doesn't answer their customers. Second of all, I have never seen a company that sends the orders in separate packages(at least without letting their customers know. How could I know that they even send the other one. There is no indication that I will receive another package.Maybe they just forgot to put it in). I liked the gel liner but I am not going to order anything from them again! This is unacceptable for a company like Anastasia Beverly Hills.Such a disappointment. I absolutely don't recommend their website!

    ReplyDelete
  7. Wow. Two separate packages, that's annoying. It's sad because their products are awesome.. you would think their service would be so much better. Ever since my pasts experiences with them, I buy their products in store if possible... it's not worth the aggravation buying from their site. Hope your other package comes soon! Thanks for sharing your experience

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  8. I am having the same exact issue with their liquid lipsticks. I ordered over a week ago and still have not received shipping notice. I tried emailing with no response and calling multiple times during their so called hours of operation only to get a voicemail everytime. My friend ordered and paid two day shipping and is having the same exact issue. I am beyond disappointed and disgusted at their lack of customer service.

    ReplyDelete
  9. I am having similar problems with Anastasia... I ordered a contour kit last night but realized this morning it was the wrong one. I'm in Canada so returning the product later will cost me even more than the $75 I was already willing to pay for the stupid kit... I immediately went to the website and filled out a form explaining my problem and to please cancel the order. I read in the terms & conditions you can cancel the order as long as it's before 4pm on the same day. I placed my order last night at 730pm my time so I figured today counts as the same day? I was so worried I even tried to call the customer service number provided... The number has not been assigned!?! Pretty sketchy if you ask me. I've never had anything like this happen and I shop online A LOT. I'm so worried I'm going to be stuck with this palette I don't want... I still can't get over that the 1-800 number doesn't work! This company does not seem to have their sh*t together... Less instagram videos, more work on your customer service, Anastasia!!

    ReplyDelete
  10. Hi, I'm having similar problem with their customer service. I ordered liquid lipsticks about 3 weeks ago. I reached out to the customer service and was wondering if they had ship the package. They told me it was shipped and insisted me to contact UPSP, I explained I never got the package and if they can resend another one, the manager called me had asked me to contact my local post office and said there is nothing else they can do. so I contacted the post office and never got anywhere. Three weeks later, money is gone and no one is willing to take responsibility for this. How frustrating :(

    ReplyDelete
    Replies
    1. I ordered 2 liquid lipsticks and three days after getting an email about the order getting shipped, aduanas contacts me and says that i need a permission to receive cosmetics if it comes from UPS. I mean, I dont live in the US so i had to pay 17,95 $ for international shipping and now they cant come. And reading these comments doesn't give me any hopes at all..

      Delete
  11. I placed an order on Friday. And have heard nothing from them. I've emailed them but doubt I will get a response. Payment has been taken. As I live in the uk shipping is going to take a week at the least. Would have ordered off Macy's except they don't sell cosmetics to international customers.

    ReplyDelete
  12. Two weeks later and its still not shipped.

    ReplyDelete
  13. I know this is an older post but I came across it while looking up info on issues with Anastasia's service. I too just adore ABH products. I always get them from Sephora. However, as you know, you cannot get the single eyeshadows at Sephora. I am in Canada and there is no Ulta here, and the only way I can get them, is straight from the ABH site. I also wanted to get their new Shadow Couture palette (which at the time, was not on the Canadian Sephora site yet). So I placed the order. The first issue was, somehow the system chose a different eyeshadow for me, I had 4 and one of them was wrong. I noticed this a few hours afterward in my confirmation email (didn't check it right away earlier). I wrote and no answer. I called, and there was nothing they could do for me. They couldn't change the eyeshadow in the order to the one I wanted, even though it hadn't been packed or shipped yet. It made no sense. She also told me that I cannot even cancel the order, they are unable to even cancel it, let alone change an eyeshadow in it. I should also mention that it costs $17.75 to ship to Canada - INSANE and no other company charges this. I always pay under $8 for shipping here from the US. I was crazy enough to make another separate order to get the actual shadow I wanted. She told me it was the only way. I made a separate order and ordered the shadow I wanted along with 3 more and a Brow Wiz to make it all worth it. I even asked her ahead of time if they could remove the shipping for me since they couldn't do anything about this issue. Nope. Couldn't do it she said. So I got my first order in the mail today. In TWO SEPARATE packages. What is so disgusting about this, is that I was charged Customs fees on them (which I am never charged for anything I get from the US), and so I had to pay fees on BOTH separately. Even the UPS man didn't understand why it was sent in two packages. I had to pay $17 on one and $19 on the other. Insane! I have emailed them about this and I imagine they won't help me. I want them to refund me for these bills because it is outrageous. There was no need in sending 2 separate packages. They are totally breaking my bank. And now I am scared for the next order to arrive. I am afraid my Brow Wiz will be in one box and shadows in another. I am not looking forward to the extra fees that I cannot afford. I can't get over this company. I love the products but will never order directly from their website ever, ever again. I have learned my lesson! Sorry to everyone else for the issues you have also encountered.

    ReplyDelete
    Replies
    1. Yes this is an older post but believe it or not.. it's still one of my most viewed posts, which mean this is still a problem. But wow!! That's bs to send your packages in two different packages and get charged a fee on both.. They even do it to bloggers too..I believe on one of Rositaapplebums (youtube) Vlogs I seen how her packages were sent in two different packages. Doesn't that cost THEM more??? They are awesome company but I will not order from the site.. do you guys have Macy's in Canada? They sell Anastasia single shadows there.. at least in the US. I'm getting my shadow couture palette tomorrow so excited.. but I'm making sure I get it from the actually store (Ulta). I'm gonna be doing tutorials on it on my youtube channel if you wanna check them out. I'm sorry this happened to you! I hope they really improve how they do things soon.

      Delete
  14. Hi I ordeord two lipsticks that I totally fell in love with on instagram from Anastasia but seeing everybodies comments I shouldn't expect anything better than y'all. I just wish they arrive and not charge extra. I really loved the lipsticks if I new they sold them in stores I totally would've went to buy them there. I guess I should've read things like this before ordering online.

    ReplyDelete
  15. Hi I ordeord two lipsticks that I totally fell in love with on instagram from Anastasia but seeing everybodies comments I shouldn't expect anything better than y'all. I just wish they arrive and not charge extra. I really loved the lipsticks if I new they sold them in stores I totally would've went to buy them there. I guess I should've read things like this before ordering online.

    ReplyDelete
  16. I purchase my order over 2 weeks ago, and they dont ship my order yet. I have sent 4-5 email and no answer after my 1st email ( they told me to send them again with other email that's all, and i sent again 3-4 times with no answer). I dont know what can i do, i thought it was a good company but....:(

    ReplyDelete
    Replies
    1. I purchase dusty rose and artist palette and they sent email after 3 weeks that is out of stock .... ohhh god......:(

      Delete
  17. I placed an order on September 4th.... I have yet to receive the shipping information, or even the package itself.
    I ordered four or 5 lipsticks. I can't remember because it was almost a month ago.... And one eyebrow gel.

    I emailed them two weeks after I placed the order and stated that I haven't received anything. At all. They eventually replied and from what I gathered, they weren't very nice. No "Hi" or "sorry" or "well try as hard as possible to get things straightened out." The reply told me that one of the lipsticks I had ordered was out of stock. I was then confused because I looked back on their site and it said they were, in fact, in stock. Why would they be stating something when it's wrong.. Anyways, I chose another colour and hoped that I would get a reply as soon as possible. It is now the 29th, and I have gotten nothing. Not one email saying that they have sent it, not one email saying they haven't processed it, nada, zip, zero.. I'm at toal loss of words on how horrid their customer service is. The money was taken out of my account instantly and now that I've read all of these comments, I'm terrified on how much I may have to cough up when said items do get here.

    I will never order from that site again. Ever.

    ReplyDelete
    Replies
    1. Me 2!! they sent me 3 weeks after that 2 of my 3 items is out of stock-.-

      Delete
  18. Just happen to find your post when I was google searching for reviews on ABH shipping/customer service. I ordered several lip colors and a contour palette for Halloween October 22. The same day I also made an order from a different site for a last minute costume accessory. Both orders I upgraded to 2-day shipping on because I am going out of town for Halloween, and was hoping to get them before the 30th. My ABH order still says processing, and I emailed them yesterday morning hoping to hear a response back by the end of the day. I'm on central time, so I figured by the time their CS starts, I'd hear back quickly. Still nothing from their Customer Service, and it's still processing. The other order I made the same day I mentioned was delivered to my house yesterday, with email updates for tracking, and even an email asking if I liked my purchase and to please review it. Obviously next time I'll just wait and go to Sephora when I need some last minute restocks.

    ReplyDelete
  19. I made a purchase 2 weeks ago, and my order still says processing. I called and canceled my order, the woman I spoke with said okay, and was about to hang up. I asked her, "wait, don't you want to hear who this is so you can refund my money?" She said, "Oh yeah, right. Okay what's your name?" I gave her my information and she said she will process my refund. I'm nervous they won't refund my money. I will never use them again.

    ReplyDelete
  20. I placed an order on August 14th for the Moon Child pallette and the Gleam Glow pallette. I immediately got a response email showing my order was received and the next day I received an email showing it had been shipped. I eagerly watched the tracking number and on the 18th, FedEx and it showed it had been delivered. Plus Anastasia's website says it's been delivered. I got home, opened the box, and it was a makeup brush?!?! I looked back at my order which had no free gift listed plus the box contained the shipping label for the two pallettes. I have contacted them through their website to find out what is going on

    ReplyDelete
  21. I placed an order on August 14th for the Moon Child pallette and the Gleam Glow pallette. I immediately got a response email showing my order was received and the next day I received an email showing it had been shipped. I eagerly watched the tracking number and on the 18th, FedEx and it showed it had been delivered. Plus Anastasia's website says it's been delivered. I got home, opened the box, and it was a makeup brush?!?! I looked back at my order which had no free gift listed plus the box contained the shipping label for the two pallettes. I have contacted them through their website to find out what is going on

    ReplyDelete
  22. Placed an order 11/27, didn't get a "your order has shipped" email until 12/7, and now, on 12/14, the tracking info STILL says that only "a label was created." WTH???? NEVER ordering from their website again! >:-[

    ReplyDelete
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