My order hadn’t shipped a month after I paid. Two emails and calls to customer service got no response. When I refused the claim on my credit card they produced some proof of delivery but couldn’t reply to any of my messages? I never got the package. Feels fraudulent.
Horrible company!!! Cannot speak to anyone on the phone about an issue with an order and getting no help whatsoever when emailing them.
Order never arrived. Called company they lost the package asked for refund would not issue it.Scam company took 30 minutes on phone twiceOrdered on Feb.9th wrote to them two weeks later still did not solve problem. Had to call again today phone still no refund.
Technically safe to purchase from, but engages in fraudulent marketing: in their "Before and After" shots, their After images have not only the product advertised, but other unmentioned make-up product(s) included, leading to an "After" photo that is not possible when only using the product advertised.Urban Decay, part of "L'oreal", has been reported to the United States FTC for illegal marketing practices.
I placed an auto-ship order at the beginning of this year. The terms said that future orders would trigger an email reminder prior to being sent out, so that I may cancel or pause my auto shipment in the case I didn’t need it this time around. That email never came and Urban Decay charged my account and processed my order without notice. When I contacted customer service IMMEDIATELY as this happened(order just placed and not yet fulfilled), they advised there was nothing they could do to cancel the order and that I would have to ship it back on my own dime. This is a scam of a website and they must have the most remedial order system to not be able to cancel an order that hasn’t even been fulfilled yet. It’s disingenuous and an attempt to make returns more difficult for customers so they are less likely to do them. They are going out of business and discontinuing products and I can clearly see why.
Horrible experience with Urban Decay!! I placed an order for both the All Nighter Ultra Matte Makeup Setting Spray and All Nighter Vitamin C + Cactus Flower Water Setting Spray. The Ultra Matte setting spray left white specs all over my face, which made me remove/wash away my makeup and start all over again. The Vitamin C+ Cactus Flower spray left my face feeling very sticky to the point my eyelids would get stuck when closing my eyes, and then again, I had to wash my face and remove my makeup after applying it. Reached out to customer service and was told to send both items back for a refund. After they received it, they only gave me a refund for ONE and not both. I contacted customer service through the phone and email on numerous occasions and was at the end told that I didn’t send both! They basically called me a LIAR. Why would I follow-up if I was lying? This company is so cheap they will accuse you of lying and basically take your money leaving you with no product. I went as far as contacting the Customer Service Director, Luc Antoine, which was completely useless as he never picked up the phone or called me back after leaving several voicemails. Save your money, and go buy from somewhere that doesn’t accuse its customers of lying and takes your hard earned money.
Most of their products are good quality but they don't always ship the correct order. Make sure to open your package within the 60 day return window and check everything thoroughly. Their website is a little misleading as they blatantly delete negative reviews.
I have placed an order online on December 5th 2022 and I got an email saying, it got shipped and expected delivery date is December 12th .However whenever I look at the tracking info I see that it's held by carrier since December 8th and did not move any further . I called customer service and they had no answer other than telling me that it takes 3 to 6 business days to get out from the carrier and process further .What the heck was that 😳 I am very dissatisfied and disappointed with their services .Their website says 3 to 5 business days . This seems like a huge scam to me . I will not recommend urbandecay brand to anyone .Am not even sure now that I would receive my order before holidays .This was suppose to be my niece Christmas gifts 🎁 and now I have to go look for something else .
Feels like a scam. Ordered online, received shipping confirmation, after a week the order still hasn't been picked up by mail carrier. Unable to get through to customer service. Reach out through social media. They "resend" the order, but same thing. Shipping label created but another week later and order still hadn't been packed. I don't understand why order hasn't been picked up my mail carrier, it's been 2 weeks.
Placed my first order with UD— first time customer. Order arrived with TWO out of 4 items missing. NO communication from this company about the missing items and ALL items were shown on the packing list. Will be disputing this and get my refund. UD are an awful business.I have NEVER had any issues with other reputable cosmetic companies that I’ve ordered from.
Great customer service had an issue with my order got it sorted without any issues they couldn’t have been more helpful .
I've been always trying to find a good moisturizer for very dry, sensitive skin like mine, then I added retinols to my routine and my skin got even drier. I'm so glad I found these products, great work! Thank you
Awful company. Do not buy from them. Anything goes wrong and they don't care
Terrible company to purchase from. I placed a order and it said delivered but I never received my package. I contact customer service they told me to file a claim with ups and then they deleted my order out of my account after they sent it so I couldn’t show verification or my order. Total rip off I will ever purchase or recommend purchase from this company. DO NOT GET SCAMMED!!!!
You will never find a better eyeshadow palette. Naked family is the BEST
I love UD makeup and have been a customer for many years (literally since their first year of business). I usually buy from retailers like Sephora, but recently placed my first order through the company website when they had the 50% sale for the Naked Honey palette. I ordered two. This is what happened:1. They immediately charged my debit card, but I didn't get an order confirmation email. I signed into my UD account to check the order status and it showed no purchases.2. I sent an inquiry via the website customer service form asking for info about my order. I received no reply. Repeated this after several days without a reply. 3. I called the customer service line and was put on hold for almost an hour. Eventually, I was disconnected without ever getting to speak to anyone.4. I sent another email to customer service. Still no reply.As it stands, I'm out over $50 and can't get anyone to contact me about the status of this order.
I made 2 purchases from Urban Decay’s US website within 1 week of each other. Half of my first order shipped with no issue, while the second half was canceled without an explanation. I received an email saying they were sorry I had changed my mind and canceled my order. But I had not. So I reordered the product again at a higher price because the promotion had ended only to have half of that order canceled again the same way. I tried to call support but could not get through after an hour on hold. Then I initiated a chat session sad was told my credit card info, billing and shipping addresses, email address and phone number must not have matched. But that’s ludicrous because as I said, half of my first order was processed and received without issue. There was no attempt to assist me with the second order or an attempt to honor the sales price at which I had purchased the product. And lastly, I emailed support on each order with absolutely no response.This was an unfortunate experience as these were my first times ordering directly from their site. I will NEVER order from them again. I love their products but I’ll order from a more trusted retailer in the future.
