Review Time
Ordered during Black Friday sale, they took a week and a 1/2 to ship. Package lost at FedEx. Beauty Bakerie claims that's not their problem. They want me to file a claim with FedEx. Customers can't do that -the shipper has to file the claim. They are refusing to refund or replace the order. I have never heard of a company refusing to refund or replace a lost package. Isn't that why a tracking number exists? FedEx will refund BB. FedEx can't refund me since I didn't hire them.Completely unprofessional and unacceptable response from BB.
The Absolute Worst customer experience I've had.Ordered placed during BF sale. Waited 8 days for shipping confirmation before emailing them.Response from "Shelia" was to please allow additional time and if I didn't receive a notification by that Friday to "poke them". Waited, no email, replied back, no response, after 3 days decided to DM them on Instagram, was asked for screenshots, which were sent and recived a less that desirable reply from whomever is in charge of their social media, telling me I got a response, check my email and not to dm them again.Shipping email was sent hours After the Instagram dm AND had false shipping information attached!!! Advised Shelia that the USPS tracking number provided was not found. The last interaction was her telling me the tracking number works Just Fine, sure except now it shows FedEx as the carrier not USPS. Just waiting for the items to arrive before deciding whether I will report them to the BBB.
I purchased a palette in the mail and it came in with one of the shadows completely busted up in the pan, that color unusable. There was hardly any mess in the palette and the packaging was fairly clean, other than some flecks of the broken shadow here and there on the plastic film, no more than any other palette that isn't broken. I emailed customer service and sent them photos of the palette and asked what could be done about the issue. Sheila told me that they are not liable for any damage that might occur to a product during shipping. But that I could either return the palette for a full refund or they could give me 300 baker points or something which is worth $3 toward another purchase. I then asked her if they do exchanges and she told me no. Okay? So obviously I'd rather return my broken palette. I explained to her that the shipping box was completely intact with no bent corners or anything and the palette was also intact. I had removed it from the tightly wrapped bubble wrap to find it broken that way with little to no mess in the palette. I suggested that the palette was already broken when it was shipped to me, according to the condition of the packaging and palette itself. She basically told me that there is no way they would have shipped me a broken palette. So I emailed back and asked her if I had to pay return shipping to return it for a full refund and she then told me that they don't do refunds on palettes that have been opened. So before, knowing that I had obviously opened it... she had stated that I could return for a full refund (I would have had to open it to know that it was broken, but I didn't touch or use it otherwise.) But now she's changed her mind and if I send it back and they inspect the palette and determine that it was opened or used, they won't issue a refund. I explained to her that she first told me I could return for a full refund and sent a screenshot of the response where she told me that. She replied this time with an obviously copied and pasted automated response that they probably send everyone that listed 3 options, now stating that I can only return for purchase credit toward another purchase.Anyway this was the first and last time I will order from them and I plan to let everyone know how terrible and shady their customer service is. They don't value their customers or their products apparently. Also, I've been trying to use the lip whips that I also ordered and the formula sucks... leaves little gross balls of sticky crap all over my lips.
The products are great, but the customer service is so bad that they actually try to deny liability EVEN IF your product never shows up, or is missing half of what you ordered. I had a package arrive with the seal intact and yet when I told them half my order was missing, they tried to avoid liability claiming it must have been theft because they simply wouldn’t make a mistake like that. If your package never shows up they say they aren’t liable as long as they sent it to USPS or Fedex. I wanted to do a good thing by supporting black owned brands, but don’t support this one. They will take your money and not deliver the goods you paid for. Customer service was so rude to me as well. Unfortunate.
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