On April 28, 2017, I purchased an item in duplicate by accident from IT Cosmetics, and when I called the companies 1-800 phone number less then 1 minute after the order was placed, was told by customer service that there was no way for them to update my order. The rep told me to return the item when I receive it, and they will refund my money.
On May 15, 2017, I received an e-mail stating that my refund was processed and that I should be credited the amount within 3 - 5 business days. I waited over 7 days, and called back to customer service, and they told me that my account was refunded and to call my bank. I called my bank and was told that no refund had been processed.
I called back IT Cosmetics 1-800 phone number, on Friday, May 26, 2017, and again was told the refund was processed, but I have yet to receive it. I was told a supervisor would contact me, and asked when is a good time for them to call me. I told the rep anytime is good, and I have yet to receive that call. It is now May 30, 15 days after the refund was supposedly processed and still have not gotten a refund. They sent me an e-mail today with an attachment that I am unable to open showing a refund was processed, but my bank account still does not reflect the refund of $30.21. I am getting really frustrated. I like their products, but will think again before I order from them. I would like the refund attachment sent in a format that I can open and review. I have searched online to see if there have been other issues regarding getting refunds from IT Cosmetics and there seem to be several on the internet. I know your products are very good, but please assist me with this matter.
My mother is an elderly woman who is heavily medicated on pain medications and suffering from Alzheimer's. Because she can't sleep at night, she turns on the TV and gets sucked into all sorts of beauty advertising for makeup and wrinkle creams, and falls for "FREE TRIALS" because she is incapable of understanding that she is signing up for recurring charges to their credit cards that are impossible to stop.
In November of 2016, she ordered a "kit" of IT Cosmetic products after seeing them on QVC. She contacted what she thought was IT Cosmetics, but I've later found out it's Guthy Renker selling a kit of makeup (you only find this out after contacting IT Cosmetics website customer service), because IT Cosmetics' site only sells individual cosmetics, OR AT LEAST THAT'S WHAT I WAS TOLD THIS TIME. What I learned early on was that she had committed to a $59 kit that would be autodrafted every three months, and that the "only way she could order" was to agree to those terms.
I later learned that IT Cosmetics are even available on Amazon and ULTA beauty stores, and that it's a subsidiary of a commonly available low-cost cosmetics brand that would never charge the prices that this company is charging unsuspecting customers.
The paperwork sent with the kit said that the return period was 30 days, but there was another section that said 60 days, but you had to choose a return reason. It looked like they would only accept money-back guarantee returns if you chose the "correct" response, but nonetheless, there was conflicting information on their paperwork. I called the company listed on the IT Cosmetics website, they confirmed 60-day returns, and I got the return address and authorization to return the product.
However, today my father received a "past due invoice" for an additional $79.90. After verifying that the kit was received (USPS tracking number), I used the company's chat feature to ask what was going on. The agent told me that they did not sell a kit and that I would have to contact the third party, Guthy Renker. But when I called initially, I didn't call Guthy Renker, I called IT Cosmetics on the website. I called Guthy Renker, and the agent told me that they had received the kit, and the account was credited $59.95 (or whatever it was). I asked her about the past due bill for $79.90. She said that there was nothing due, which was confusing. She eventually reassured me that the account was settled in full, and that we could ignore the bill. It ends up that the past due bill was generated on the same day that they had received the kit...coincidental? I'm guessing many unsuspecting seniors just pay the bill and never question it. But I still don't understand why the bill was $79.90 for a $59.95 kit.
Anyway, the bottom line—beware of this company's marketinig and advertising practices. They are preying on unsuspecting customers who are paying far too much for cosmetics in order to lock them into lucrative autoship programs that don't make sense. I found the lipstick my mom wanted on Amazon for $25 (she just wanted that and the blush which was $24 at ULTA), it will last her a year or more, and it's far less expensive than $59.95 every three months.
My grandmother who recently suffered a stroke decided to purchase two packages of makeup from this company. She lost the part of her brain that controls reason and impulse (amongst other things) so doesn't understand her finances anymore. I called this company to request a refund and was essentially told "too bad".
I spoke with 4 people total (3 claiming to be supervisors) who all told me they would not issue a refund until the package was returned. That would be a completely reasonable request but the package hasn't even left their warehouse yet. They told me we couldn't cancel the order either.
The end result at this point was the "supervisor" telling me that I had to wait 5-7 days for the package to be sent to me, return the package to them, and then they can start the refund "process". They said after I return the package they'll inspect it to make sure everything is there which could take up to 5 business days then send a ticket to their refund department for review. Their refund department will determine if I followed their "rules" then issue a refund but refused to tell me if that would be a refund to the card that was used or if they'd mail a check or what.
Either way the minimum time it would take for us to get a PARTIAL refund (total cost minus shipping & handling both ways) would be 30DAYS! I don't even think it's legal for their refund process to be that lengthy and convoluted. I also know according to the FTC a 3day "buyers remorse' period is required for almost anything you buy so if you want to cancel within those 3 days for any reason you can.
It Cosmetics, LLC. Reviews
On April 28, 2017, I purchased an item in duplicate by accident from IT Cosmetics, and when I called the companies 1-800 phone number less then 1 minute after the order was placed, was told by customer service that there was no way for them to update my order. The rep told me to return the item when I receive it, and they will refund my money.
On May 15, 2017, I received an e-mail stating that my refund was processed and that I should be credited the amount within 3 - 5 business days. I waited over 7 days, and called back to customer service, and they told me that my account was refunded and to call my bank. I called my bank and was told that no refund had been processed.
I called back IT Cosmetics 1-800 phone number, on Friday, May 26, 2017, and again was told the refund was processed, but I have yet to receive it. I was told a supervisor would contact me, and asked when is a good time for them to call me. I told the rep anytime is good, and I have yet to receive that call. It is now May 30, 15 days after the refund was supposedly processed and still have not gotten a refund. They sent me an e-mail today with an attachment that I am unable to open showing a refund was processed, but my bank account still does not reflect the refund of $30.21. I am getting really frustrated. I like their products, but will think again before I order from them. I would like the refund attachment sent in a format that I can open and review. I have searched online to see if there have been other issues regarding getting refunds from IT Cosmetics and there seem to be several on the internet. I know your products are very good, but please assist me with this matter.
My mother is an elderly woman who is heavily medicated on pain medications and suffering from Alzheimer's. Because she can't sleep at night, she turns on the TV and gets sucked into all sorts of beauty advertising for makeup and wrinkle creams, and falls for "FREE TRIALS" because she is incapable of understanding that she is signing up for recurring charges to their credit cards that are impossible to stop.
In November of 2016, she ordered a "kit" of IT Cosmetic products after seeing them on QVC. She contacted what she thought was IT Cosmetics, but I've later found out it's Guthy Renker selling a kit of makeup (you only find this out after contacting IT Cosmetics website customer service), because IT Cosmetics' site only sells individual cosmetics, OR AT LEAST THAT'S WHAT I WAS TOLD THIS TIME. What I learned early on was that she had committed to a $59 kit that would be autodrafted every three months, and that the "only way she could order" was to agree to those terms.
I later learned that IT Cosmetics are even available on Amazon and ULTA beauty stores, and that it's a subsidiary of a commonly available low-cost cosmetics brand that would never charge the prices that this company is charging unsuspecting customers.
The paperwork sent with the kit said that the return period was 30 days, but there was another section that said 60 days, but you had to choose a return reason. It looked like they would only accept money-back guarantee returns if you chose the "correct" response, but nonetheless, there was conflicting information on their paperwork. I called the company listed on the IT Cosmetics website, they confirmed 60-day returns, and I got the return address and authorization to return the product.
However, today my father received a "past due invoice" for an additional $79.90. After verifying that the kit was received (USPS tracking number), I used the company's chat feature to ask what was going on. The agent told me that they did not sell a kit and that I would have to contact the third party, Guthy Renker. But when I called initially, I didn't call Guthy Renker, I called IT Cosmetics on the website. I called Guthy Renker, and the agent told me that they had received the kit, and the account was credited $59.95 (or whatever it was). I asked her about the past due bill for $79.90. She said that there was nothing due, which was confusing. She eventually reassured me that the account was settled in full, and that we could ignore the bill. It ends up that the past due bill was generated on the same day that they had received the kit...coincidental? I'm guessing many unsuspecting seniors just pay the bill and never question it. But I still don't understand why the bill was $79.90 for a $59.95 kit.
Anyway, the bottom line—beware of this company's marketinig and advertising practices. They are preying on unsuspecting customers who are paying far too much for cosmetics in order to lock them into lucrative autoship programs that don't make sense. I found the lipstick my mom wanted on Amazon for $25 (she just wanted that and the blush which was $24 at ULTA), it will last her a year or more, and it's far less expensive than $59.95 every three months.
My grandmother who recently suffered a stroke decided to purchase two packages of makeup from this company. She lost the part of her brain that controls reason and impulse (amongst other things) so doesn't understand her finances anymore. I called this company to request a refund and was essentially told "too bad".
I spoke with 4 people total (3 claiming to be supervisors) who all told me they would not issue a refund until the package was returned. That would be a completely reasonable request but the package hasn't even left their warehouse yet. They told me we couldn't cancel the order either.
The end result at this point was the "supervisor" telling me that I had to wait 5-7 days for the package to be sent to me, return the package to them, and then they can start the refund "process". They said after I return the package they'll inspect it to make sure everything is there which could take up to 5 business days then send a ticket to their refund department for review. Their refund department will determine if I followed their "rules" then issue a refund but refused to tell me if that would be a refund to the card that was used or if they'd mail a check or what.
Either way the minimum time it would take for us to get a PARTIAL refund (total cost minus shipping & handling both ways) would be 30DAYS! I don't even think it's legal for their refund process to be that lengthy and convoluted. I also know according to the FTC a 3day "buyers remorse' period is required for almost anything you buy so if you want to cancel within those 3 days for any reason you can.