I purchased four chrome flake colors from the website. Two came in fine, two came in dried up and idk expired or something. I reached out to the brand and they asked for a video, then they directed me to the return site. The return site was really annoying to use but I processed my return and asked for replacements that weren't dried up or expired. They sent me replacements from the exact same batch code with the same problem. Those I've now had to throw away.
The ones that aren't dried up are GORGEOUS. But I don't trust them to handle issues in the future. I'll look for a similar product elsewhere, or get them in Sephora where I know I can get good customer service as well as great products.
By Dani H.
Delays with Danessa Myricks
I purchased a Lightwork IV Transcendence Palette through Danessa Myricks official website on November 28th, and their customer service team has unfortunately been inadequate providing updates with what is happening with my order.
Correspondence began poorly when I received the first email update 8 business days after I placed my order, despite Standard Processing Time on the website listing 3-4 business days. They assured me that "I hadn't been forgotten, my order was in queue!"
I received an email from their customer service team on DECEMBER 2Oth that they "underestimated the impact and influx of orders from our Black Friday Sale and as a result we were under-resourced and understaffed to fulfill our orders in a timely manner".
To be fair to them, their website does mention that "HOLIDAYS/EVENTS/PRODUCT LAUNCHES may extend processing and delivery estimates", but a subsequent email I received claimed my order "will be out the door by Saturday 12/24/22" and I had not received any tracking information then.
This company had a reputation for glamor and high-end products, and in my opinion, a brand that engages with that market should extend the same energy when providing information and recourse to their customers. I feel I should have been contacted as soon as their production team and inventory team had noticed that they were falling behind.
At that point it had been 23 business days since I submitted my order, and I only received intermittent explanations and a $30 coupon three weeks after my order had been placed. So, I sent an email pointing out this disappointment, as this was a $138 order for ONE PALLETE. Like, I don't regret spending the money on a good product, I just assumed I would be getting top notch care if I ordered from the official website.
I also hated getting emails that started with "hey beautiful"! I feel that it was a slap in the face after such halfassed customer service. I would have preferred "Dear [my name]", "valued customer", "esteemed customer", anything but. They also mentioned that they were short staffed, which set off small alarms for me as to how this company is working internally. If they managed to oversell a product, have shoddy customer service, AND only provide good care when they're pestered, how long are they going to last?
That's right- Only after a month had passed, and I emailed their customer service team directly, did they send out my order IMMEDIATELY (like less than an hour after I sent that email) with a pithy "at this time, your support, patience, and cooperation are greatly appreciated as a smaller (and still growing) company." Like UGH I would've preferred transparency on standard processing day three, so I could better handle my disappointment!
I understand that they're a growing company. I was super excited to invest funds to a black women owned business, especially one so well publically lauded! But now I'm irritated because they've been growing for two years and still managed to fall on their face. Also the weird "oriental" slip up they did 5 months ago. Lastly, the $30 off is barely enough to cover the price of one product and shipping.
