Kim S.

I started using ELF in 2007 after reading a magazine article about a new company. I've never had 1 bad experience with service or products (in 16 years!) & was excited to see their products come to stores. I gave products to all my bridesmaids & bought items for friends to "spread the word" since they were so cheap. Today I logged in and could only view 1 of my past orders & none of my "favorites" (heart icon). I called customer service and a woman said I only had 1 order in 2022 and past order info was "all gone". I explained I've ordered online for years, and have ALWAYS been able to see all past orders + favorites as that's how I track the products/colors I use, including items I try out and determine I need a lighter/darker colors. She said she'd worked their 15 years and that "no company keeps that info". I asked if they changed systems (w/o telling customers) which would cause them to loose all past order info and if so that was kinda $#*!ty. She raised her voice, said she would not stand for me swearing at her and hung up. I called back and she continued to argue with me before saying she was blocking my number and hanging up.

To be clear, I called the situation $#*!ty (not her) because there was a problem on ELF's side (not mine) and the woman couldn't be bothered to help - isn't that why you call customer service? If ELF did somehow loose all order information older than 9 months I'd think ELF would want customer service employees to HELP customers figure out what items they want and take a new order, not argue and block customers from calling! I hope this is just one bad employee upset they were forced to answer phones today because ELF has done a fantastic job of growing from a tiny to a huge company and if I was the owner I would be pretty upset to learn that's how my customer service person handles phone calls.