Carolyn
Refund policy changes based negative reviews
*Editing to recommend that others should look at all the 1 and 2 star reviews. There is a common theme and very similar experiences from other customers. Buyer beware with this brand.* After seeing an ad and doing a little googling about their concealer, I decided to give it a shot. I placed my order December 31st and received the concealer the following Monday. I tried it the next day. I mentioned in my review that it goes on nicely - the problem was that after a few hours, it cracked, fell into my fine lines, and made me look older. Although their return process is tedious, I had it packed and and in the mail on January 10th. Tracking says it arrives on the 14th. This is e-mail I got today, January 11th, about my review and how I won't get a refund: I am so sorry to hear that you were not satisfied with our product. This is not the typical feedback we receive, as we usually hear glowing reviews! Customer satisfaction is our top priority, and we truly value your feedback. However, after reviewing your order, we’ve found that it is now outside our return guarantee, which unfortunately means it is no longer eligible for a refund. The concealer is designed to be thick for maximum coverage, so we recommend warming it up slightly before applying. You can do this by dabbing it on the back of your hand or between your fingers. Alternatively, you can place the tube in a glass of warm water for less than a minute. Once warmed, many of our customers find it blends smoothly and effortlessly! So, not only did they not read where I described that I had no trouble applying it, they have also apparently decided the 30 day refund window does not apply to me. Seems like a pretty unethical way to run a business.
Response from Fièra CosmeticsJan 13, 2025
Hi Carolyn! Thank you for taking the time to share your review. We are sorry to hear that you preferred to return your Luxury Concealer. We have asked for more information so that we may check on this for you. We would like to clarify that we do have a thirty-day money-back guarantee, however, in this case, if you have returned your concealer, you will, of course, be issued a full refund. We apologize for any confusion caused and we look forward to rectifying this situation for you! We look forward to your reply, Fièra Cosmetics