Urban Decay

I placed an order on 11/21 with their early Black Friday deals for 3 eyeliners and the Honey Palette and it came with 5 sample items that I wanted. The order was everything I wanted but then they canceled without informing me. It's 11/29 today and I contacted customer service to ask why my order hasn't been shipped only to find out it's been canceled because they ran out of stock on the palette. The customer service chat agent told me to reorder it and didn't even know it was out of stock and not possible. My credit card still has the order in pending transactions. I tried buying 4 eyeliners instead to make the $60 minimum for the 5 samples again and now the samples are different and I don't want these samples because I already own them all. And I can't ship it to the same address because I will be across the country next week. I asked multiple times if anything can be done or if I can speak to a manager. She said there's nothing she can do and to call their customer service number. I've been on hold for over 45 minutes and no ring tones or call waiting music. I asked if I can give them my number for someone to call me back and she said there is no guarantee. If they had told me my order was canceled, I would have immediately replaced the order and I would have had all the products I wanted. It's very frustrating and unprofessional service. I don't find their service reliable. Urban Decay, you should let us know when you cancel our orders. How else would we know, I would have been waiting for my package forever.

I wonder how one can have this much slow services with very good quality of products. One needs to put order long time ago to get it on time. But I really like their products, very friendly to skin.

I usually, don't write a review in regard to products that I purchase for my wife. This experience with Urban Decay has been absolutely horrible. The customer service was unbearable, the fact that their customer service representatives have no information or the ability to assist you is a joke. I place my order on June 12,2020. They cancelled my order on June 15,2020 saying I cancelled it. I called on the 16,2020. They then stated that it was cancelled due to my address and would not refund my money for 30 days. They said I used a Bank. I actually used PayPal. I asked for a supervisor know one was available. They said they would call back, they never did. I have called back again and now they are saying I cancelled the order, then it was PayPal cancelled the order. Still can not get a supervisor on the phone. The wait time is been hours long. Do not buy any products from Urban Decay. They are not prepared at this time to handle the current working situation and do not have the platform in place to actually get orders out in a timely manner.

I ordered from Urbandecay a few months back I ordered;
Lickable sparkle body powder
Turquiose eyeshadow
Lipgloss

After some credit card misshaps they sent me my package where I was so frantic in opening it.
To say the least I was not very impressed. All the packaging was horrible, the plastic container where the lip gloss had come in, was broken and twisted as if someone had trouble for taking it off. The glittery powder was EVERYWHERE.
I don't know if I will order from here again.

I'm so happy I discovered these items, but use not everything. Much thanks to you. But also I want to tell that I think some of the ways you can do better,

I am happy with their service. Thank you for the quick turnaround. Recommend and I will be back for more

I love their sale items and they have the great line of waterproof eyeliner and cosmetics you have the great quality products they make. I'm a urban decay member.