shopfocallure.comReviews of shopfocallure.com

I have had a horrible time with customer service. I got ordered the free box and 3 weeks later it still hadn't shipped, so I emailed them asking to cancel my box and refund me as it hadn't shipped. They said I had signed up to receive the free box and that it said I had to buy the next box at $30 (very fine print apparently). They said they would offer me a deal for $17.40 for each box forwards if I stayed but otherwise I could cancel. I asked to cancel and they stated that I had agreed and I had to pay for a second box. I responded saying my first one hadn't even shipped so I didn't see the problem with cancelling it's not like I had the products. Well! They didn't respond for a week. So I decided if I had to get a second month I would ask for the deal. I emailed the same person and asked if the deal was still available. They said yes and that they would have someone email me about it. I have heard nothing since and I honestly am pretty disappointed as I wanted to love this and if my financial situation hadn't changed I would have kept the box. It hurt how they treated me and I hope they deal with how they treat people in the future.

I NEVER do reviews, ever. If I could give zero stars I would. I have been waiting over a month and a half for my order. They keep telling me I received it but it’s nowhere to be found. They said they contacted Canada Post and Canada Post apparently confirmed delivery. I asked for proof from them so I could follow up with Canada Post. They keep responding to my emails but their answers make no sense whatsoever and they keep telling me to go to the post office to get my parcel. I don’t have any notifications from Canada Post, plus, the parcel would fit in our locked community mailboxes. In other words, I wouldn’t actually need to go to the post office. It’s just for large items that can’t fit in the community box. Last night, Focallure sent me directions to the closest post office, which was in a different province! It would be a 4 hour flight to pick it up. They were using a different home address for some reason. I’m even more confused and frustrated now. I just want the proof they claim they have from Canada Post so I can follow up with them. Nothing. The ‘customer service’ is the absolute worst! They reply to emails saying ‘Hi Dear’! I don’t want to ever be called that by someone I don’t know because it comes across as very condescending, which I told her. Don’t waste your money. Do your research before ordering from this company. I thought I was ordering from the US, but it’s really from China. I won’t get duped again. I’ve learned my lesson.

I’ve recently ordered 3 x fibre mascaras from Focallure and somehow got signed up for a free Babebox that turns out to not be free. As soon as I realised that I’ve inadvertently signed up for the Babebox that I didn’t want, I followed instructions on their website to cancel my subscription. A so called Kate replied with: "Let me explain a few things first .... blah blah blah". I immediately replied that I still wanted to cancel the subscription. When I didn’t get a response, I emailed again asking them to confirm my cancelled subscription. Still waiting for a response. Surprise surprise... my account was charged $36.95 for the “free” Babebox. This is fraudulent and downright robbery. Please avoid this company at all cost! By the way, the link to unsubscribe from their constant harassing marketing emails doesn’t work either. I also suspect all the 5* reviews on here are FAKE.

Ordered some product a month ago andvstill not delivered! In live chat they just keep saying it will come “next week”...but next week never comes!!! No email regarding shipping is delayed!!! Wanted to cancle the order as its been way too long nd was told no refund or cancellation!!

Placed an order and you won’t provide a telephone number for directly customer service. I am going to advise my cc of this problem. This is not how business should be done.

On October 26th, 2018, I decided to try out the "Free First BabeBox" (just pay S&H). I said, "Okay, this is cool. I'll just buy it, try it out, and see if I like it." Now, perhaps I just didn't notice, and I read right over it, but this is a subscription service. (I should've known!) Anyways, it says the order will be shipped in 2-7 business days. Okay, I can deal with that. I go on with my life. About two weeks later, I realize that I still haven't received anything from them. Huh. Weird. I go into my email, and I realize not only have I never received a shipment confirmation email, but I never received a order confirmation email either, so I can't even look up my order number since I have no clue what it is. So I contact them. "Here's my information. I never received an email. What's going on?" It took quite a while to receive a response (definitely longer than most other places I've contacted). After approximately 3 days, I receive the response that most others have received: "We have a lot of orders, so it's taking a while. We'll get it shipped soon." Okay...? I'm alright with that, but maybe you guys should hire more people. Well, I finally get the shipment confirmation the day after that. Cool! It should show up by the end of November. And it does! It shows up around the end of the month, around November 28th or 29th. (I should've kept the emails telling me about this order...) I never even got to use anything in this box, however, as I'm hardly home and have time for beauty care stuff while I'm in school. And then, on December 3rd, I get an email: "Your order from Focallure Beauty is confimed!" I've been charged $31.95. Wait, what? I literally just got my box a week ago. I email customer service. "Hey, I really don't want this new order. I'd like to cancel my subscription and cancel this recent order and receive a refund." This email works with all other places. It should work for this store, too, right? I wait. And wait. And wait. About 3 days go by, and no email. Maybe they missed my email and it got lost? I send them another, letting them know I emailed them earlier. I wait some more. And finally, a few days over a week later, I receive an email back on December 11th. The customer service representative addresses me with "Let me explain a few things first". Okay, whoa. No need to be so blunt and rude. I know the mistake was on my end. I just want you to complete my request. I let them know this, and they email back the next day with "Your request has been received. Please wait for our notification." Okay... I'll do some more waiting then. 4 days pass before I look at my account again. My most recent order says "Unfulfilled". Cool! Does that mean I'll be getting my refund? I email them. I don't get a response until December 20th. Basically, they say: "We will do our best for you to receive your package as fast as possible." Um... That's not what I asked for at all. I let them know this, and they tell me that they've escalated my request for manager approval. Uh... Okay... December 21st, I receive an email: "A shipment from your order is on the way!" Great. Nothing got done. But I'm still waiting for my confirmation. I get an email from them the next day. "We can't refund you because the box has been shipped." Really?! Okay, now I'm really upset. I send them a lengthy email that tells them the timeframe I gave them to fix the issues, and how nothing got done. I'm angry, but I try to civilized. I ask if, when I receive my package, I can mark it "Return To Sender" and send it back to them, and then when they confirm they receive it, I can get my refund. A week goes by before I receive another email. It's an exact copy/paste from the previous email they sent me. Excuse me?! Please stop being robots and fix my problem that I made you guys aware of a month ago! I ignore what they say and ask for a manager or superior to contact me immediately. 5 days go by before they email me a copy/paste of their "Let me explain a few things first" email. Great. Now they won't even talk to me. I email them again, once again asking them to fulfill one last request to either connect me with a superior or give me a phone number to contact them on my own time. The last email I received was at 8:30 AM CST, from Kate, a "Happiness Engineer", telling me that my subscription has been cancelled and to have a nice day. I am beyond anger and displeased. I am not even close to happy with the service I've received from this company. I received the box about a week ago, and I still have it sitting on my desk, untouched and unopened, as I am hoping to have this issue resolved for me to send it back. I highly doubt it'll happen, though. In the end, I'll probably throw away the products because I want nothing to do with them, and I don't want to burden my friends with products from such a terrible, inconsistent company.

I place an order 10 days ago and have heard nothing since, they say it is a quick turnaround, not true, I have the live chat and they keep saying the same thing, 'It won't be long', so where is it? Kelly

On January 1st I was charged $35.95 and I have not ordered anything or subcribed to anything with your company. I ordered products from your company on November 26th and did not receive them until December 21st. I tried to cancel my order and was informed by email cancellations can only be done within 48 hours of ordering, if I knew that I would not receive my order until the 3rd week of December I would not have ordered anything at all. I also or 2 of the same produ t and only received 1 of that item. Since there is no number to contact the company I left to emailing this company with hopes of getting a quick response especially since they are charging my account for no reason. Hope fraudulent activity is not occurring with this company.