I had ordered the 3 mini mascaras for $25.00. I hadn't received them for awhile, so I dedcided to look online at my orders to see if it said anything. It didn't even show that I had ordered the 3 mini mascaras! I was sure I did, so to be sure I looked on my bank account and $25.00 WAS taken out from Tarte! I called them to see what's going on. They looked me up and said that I DID NOT ORDER THE 3 MINI MASCARAS! I told them that I did and that they took it out of my bank account from my debit card! They still insisted they didn't! They were pleasant enough about it and the woman said that she'll look into this and call me back. She said it may take a day or two, that was fine with me, I just wanted to find out what happened to my order. Strangely enough, I received the mascaras the next day! I was happy! I called to tell them and they were nice about it and seemed glad that I received it. But, they didn't have ANY record that I ordered those mascaras. At least I did get them, but if I hadn't, they would have had NO record (for some reason) I did have it on my bank app on my phone, so I would have had to get my bank statement mailed to me before they usually did and mailed it to Tarte to prove to them that they charged me! Luckily, that didn' t happen! I would like to say that they were very nice through all of this, I did end up speaking with 2 different people. They obviously just don't have great record keeping! They should have had that in record, somewhere that I ordered it. I would like to add that the all 3 mascaras are AWESOME! The camera, lights action is my favorite so far among the 3. The 3 that came with that are: Lights, Camera, Action--Big Ego--Maneater... I have only tried the last 2 one time, but they seem great! I was really impressed with the Lights, Camera, Action! It really appears to make your lashes long and thick! No clumping. Yet! I would say the 3 of them seem to have ALOT of product in them an the brushes are loaded with mascara! No dryness! You know, those mascaras that look so dried out and the're new! Not the case! If you happen to see the 3 mini mascara sale again, TRY THEM! I think they are about 3/4 of a regular tube, that's pretty good for a good mascara for about $8.33 a tube! Especially if you usually pay $15-$25 for one!
I am beyond dissapointed with the service received by Tarte.
When I placed my order my phone had autofilled the system and typed in my shipping address as my previous one.
I didn't realise until I'd placed the order, and attempted to start getting in touch with them the day after.
First contact, Live Chat:
I was initially told there was nothing they could do- but to reach out to DHL. DHL told me they hadn't received the order yet and could not help.
Second contact, Live Chat:
Reached back out to Tarte, was told it could be updated and that they had done it. Asked for a confirmation email of the change, they said sure.
Confirmation never arrived.
Third contact, Calling (UK to US phonenumber):
Contacted again to ask for confirmation of change. Turns out it had not been done. Agent made change for me and sent confirmation email.
A week goes by, I'm happy just waiting for my order.
Get a email confirming it's been shipped- check the email, wrong address still listed.
Fourth contact, Calling (still international):
Called in slightly annoyed. They re-assured me it had been changed, but as it's an internal system it just doesn't always update the email. I say ok cool and asked for my shipping info.
Was provided this and felt ok.
TEXT MESSAGE ARRIVES: Your order has been delivered.
No order. Nothing at my house or my neighbour or a note.
Check my tracking info: DELIVERED TO MY OLD ADDRESS.
Fifth contact, Call:
Explain the issue. That I'm annoyed and need to speak to someone who is able to help. Ideally a supervisor of some kind.
Agent did apologise and re-assured me she'd get someone.
Spoke to Supervisor who did not once offer an apology or even any smallest gesture of empathy. Basically told me, it has been updated in their internal system so must have been a mixup in the warehouse.
Explained to me that I really don't need to know what happens internally for them, what I want to know is what happens now. I've spent money and have nothing.
Eventually was offered a refund. Still no apology or ownership of any kind. Had to ask for a confirmation email, which arrivied with one sentance, a gramatical error, and overall no professional look (also of course no apology).
I love Tarte's products and will happily purchase them in store, but will never ever order from them online again and strongly encourage you to stay away from the website.