Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a double value high-end brand name makeup box from Snarlsbox on March 18th. The process is you send an email showing what you have already in makeup so not to receive the same products and to request what high-end brands you would like to receive. The shipping period is 8-10 business days. I followed my end, however, they did not in many ways. First I waited well over a month with no package. I reached out via email, social media accounts and called as well as texted. Radio silence. I also asked to just cancel and receive a refund. Then the box finally appeared on around end of April. When I opened it I was so upset to find that it was not high end first of all it was a bunch of cheap garbage makeup from china that when researching found in the ingredients it contains crushed glass. I would never use such products. Again I reached out to radio silence so I contacted chime whom I sent the funds thru and was told to file a dispute and to send the package back right away to speed the process along. I immediately did so I paid overnight shipping and she got the box back the following day at my cost. I waited the 90 days they impended upon me. When I called every now and again to inquire about the case I was told it was taking so long because they had been reaching out to the company and couldn't get a response back from her. Then lo and behold I get an email telling me they are unable to return my funds but there is no reason. I was told I could request a full investigation report so I did exactly so twice and I haven't received any information from my bank either. I am so upset I am out a couple of hundred dollars I haven't received any refund of any sort and I sent the items back as instructed by my card holder. I want my money back this is completely unacceptable and I want something done about this company.

  Business response

  08/06/2024

  Dear ******,
  

   I am very sorry that you were not happy with your box. I would have fixed it for you had you reached out. I did include the brands that you asked for. I have reached out to you since you did a chargeback and you haven't responded. You said you were open to any indie brands in your questionnaire. I had the bijoux palette you asked for from Pat McGrath but after ordering you said your husband bought it for you. I have never received a return from you nor did I receive tracking from you. I have a happy or I fix it promise. You never sent me any messages saying you didn't like your box. I could have easily sent you more. I wouldn't have even asked you to send anything back. You could have just said what you still wanted. You asked for a $125 palette which is not available in a $150 custom box. That would only leave me $25 more to send you $150 more of makeup. It's impossible. You filed a chargeback without even contacting me. Shopify ruled in my favor. I don't understand why you didn't reach out. If you can send me the tracking number I will try to figure out where your return went. We could have easily resolved this. Happy or I fix it is the promise. I don't understand all the escalating. I reached out to you and you never answered me. I still would have fixed it even after they ruled in my favor. But you haven't answered. I am not going to just send random stuff and have you still be upset.  I don't like having unhappy customers. Communication is the best way to fix things. I have plenty of makeup to send. All the indie brands have similar makeup and ingredients and you are a follower of mine so I know you know the kind of makeup available. I really don't know what I am supposed to do. Your box had over $300 of makeup in it. I can't just send out refunds. Pls send me the return info. If you want some more stuff and have a better idea of what you want let me know. No indie brands this time. Thanks. 

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  I have looked for the so called reaching out from snarlsbox and all I come across is things in email and across my social media platforms saying they can’t believe I am doing this to them and basically I’m the bad guy because her brother passed in that time. But as a business owner you have to conduct business regardless of anything going on personally. And to add to that note also I reached out to offer my condolences when he did this and offered any help. Regardless I don’t want anything sent but a refund at this point because this was such an unfortunate and disappointing buy so I couldn’t possibly trust that I would receive any better. I provided the tracking that the box was returned when I sent this complaint and I went and rechecked it myself and it shows it was delivered to your listed business address. Also in your rebuttal you stated I asked for a palette that was $125 and I paid $150 and that only left $25. Well that is again NOT TRUE as u purchased a double value box which means I was to receive $300 worth of makeup and that was absolutely not the case. Also I didn’t ask for a pallet of that price I listed that was one I already had in my collection and even provided pictures of such to you. I have basically given you $160 dollars to use since march and at this point I just want my money back! The box has been and shows delivered back to you so I just would like my funds returned to me. It truly is just that easy. And you post a video about don’t post videos bashing you or starting drama and you did exactly that on my tictok. Such a disgrace as I never once put a bad word about you or your company out to the public yet you thank you to for now that I went on the hunt looking for correspondence from you, I wouldve never probably noticed it. You write nastiness on my social media for all to see. I think at this point we need cut ties fully and just give me my money back as I sent you back your product.
  
  Regards,
  
  ****** ******

  Business response

  08/14/2024

  What do you want as a resolution? I promise happiness or I will fix it. My shipping time is 10-14 business days not 8-10. You never messaged me to say you were unhappy. You filed a chargeback without even messaging me and Shopify ruled on my behalf. I sent you what you asked for. Huda beauty, Pat McGrath and Indie brands. As stated Happy or I fix it. You didn't even tell me you were unhappy. Again you said you returned it. What is the tracking number? I never got it. You are not even responding to my many messages asking what you want me to do to resolve the matter. You got over $300 of makeup. Do you want more makeup or do you want your money back? Can you just say exactly what you want? I feel bad you are unhappy but looking at your box I don't understand why. I can't give a $125 Pat McGrath palette in a $150 box. That would leave me $25 to make another $175 of makeup happen. Is that why you are upset? You aren't guaranteed to get every single thing you ask for. Also, I don't have that exact palette so I couldn't have given it to you anyways. Anyways, just let me know the tracking number for the return or at least what would make you happy. Without a return I could do $75 back. 

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  i have stated repeatedly I just want a refund at this point. That truly will be the only step to resolve the issue. I put the tracking in this complaint from day one but I suppose I’ll do it again as the business says they want tracking.

  ******************
  It shows it has been delivered for quite some time now. 
  I want nothing except a REFUND. 
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ****** ******

  Business response

  08/15/2024

  I offered $75 back. I cannot give you a full refund without being sent a return or proof of return. Thanks. 

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  ******************
  That’s the proof of return showing delivered to your address. You said without proof of return you will give $75 so here is the proof I’d like my full $150. Thank you. 
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ****** ******

  Business response

  08/28/2024

  ******,
     
     Thanks for providing a tracking number. I have not received it but I went ahead and issued you a refund through Shopify to the card that was used for the order. It may take 7-10 business days to receive. It seems like there was a serious miscommunication. I don't see any messages from you about you being unhappy until the one you sent after filing with the BBB. I would have been happy to help you. I am sorry for the frustration. I get it. The mail loses packages of mine all the time. I wouldn't have made you send a return to fix your box. You could have kept it. But I didn't know. Anyways, I hope you feel better now. You can file a claim for the package too since I never got it. If it was insured maybe you can get money back twice. Have a good day. 
  

   

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I won a giveaway on her live back may of this and have not received the package yet. She more worried about paying customers then people that win giveaway. The giveaway are still from paying customers and this bad customer service skills and been as they come in . Not as chose see fit .uf she can’t fill orders properly get help or close shop

  Business response

  10/31/2023

  Dear ******

   This has to be a joke. A BBB COMPLAINT over a Tik Tok live game you played for free. What a childish act. You didn’t pay a penny to play. People told me you are a bully. I wasn’t sure but now I am. I withhold the right yo cancel any wins I GIVEAWAY on my live for free. Don’t ever contact me again. Not smart considering you just started a business to make enemies. I never said you weren’t going to get your free prize but now you won’t. 
  

  Have a nice life.

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am writing this letter to bring your attention that I am not satisfied with your quality of services.  You need more help.  Order should go out and getaway should go out as received.  _(Snarlsbox).  I am taling about the services on 5/2023 and want to let you know I was very upset with your performace on shipping.  I am not a bully from what you may have heard.  Get the facts as business owners you know there 3 sides to every story.  To resolve this matter, I will withdraw giveaway and your page.

  Yours Sincerely

  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩