Urban Decay CosmeticsReviews of urbandecay.com

Très déçue par cette première commande via ce site Effectuée le 23/11 pour bénéficier réduction black Friday À ce jour ( 15 jours plus tard) la livraison n est pas assurée . Mail envoyé , réponse : patienter , retards dus au covid Appel tel de ce jour , aucune compréhension du problème , on se contente de me dire que le colissimo a du être volé et que je ne suis pas la seule . Impossible de me renvoyer la palette , Sans geste commercial je noterai très négativement ce site ! Cette palette était un cadeau de noel !

I love UD makeup and have been a customer for many years (literally since their first year of business). I usually buy from retailers like Sephora, but recently placed my first order through the company website when they had the 50% sale for the Naked Honey palette. I ordered two. This is what happened: 1. They immediately charged my debit card, but I didn't get an order confirmation email. I signed into my UD account to check the order status and it showed no purchases. 2. I sent an inquiry via the website customer service form asking for info about my order. I received no reply. Repeated this after several days without a reply. 3. I called the customer service line and was put on hold for almost an hour. Eventually, I was disconnected without ever getting to speak to anyone. 4. I sent another email to customer service. Still no reply. As it stands, I'm out over $50 and can't get anyone to contact me about the status of this order.

I made 2 purchases from Urban Decay’s US website within 1 week of each other. Half of my first order shipped with no issue, while the second half was canceled without an explanation. I received an email saying they were sorry I had changed my mind and canceled my order. But I had not. So I reordered the product again at a higher price because the promotion had ended only to have half of that order canceled again the same way. I tried to call support but could not get through after an hour on hold. Then I initiated a chat session sad was told my credit card info, billing and shipping addresses, email address and phone number must not have matched. But that’s ludicrous because as I said, half of my first order was processed and received without issue. There was no attempt to assist me with the second order or an attempt to honor the sales price at which I had purchased the product. And lastly, I emailed support on each order with absolutely no response. This was an unfortunate experience as these were my first times ordering directly from their site. I will NEVER order from them again. I love their products but I’ll order from a more trusted retailer in the future.