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I Will Say No to FaceFront – My FaceFront Cosmetics Review

Edited: October 2010. Over a year after this review, I have been harassed by employees of the company, including the owner. The most recent nasty harassment was someone leaving vulgar comments on my blog who worked for the company. This is not the way to do business.

Edited: February 2011. Still being harassed by people connected to this company.

No more FaceFront Cosmetics. I will say no to FaceFront Cosmetics. This is my review of FaceFront Cosmetics after the ordeal I just went through with them. Facefront is the epitome of bad customer service to me.

I LOVED my first two eye shadows that I ordered from FaceFront cosmetics, so I quickly placed a second order for 2 more colors. Never have I regretted making a purchase like I have with this one.

I placed the order on Jan. 17, 2009. When I didn’t hear anything from the company for several days, I tried to contact them. Their website states that they will contact you within 3 business days of you emailing them.

I emailed them on Jan. 23, 2009. No answer.

I emailed them on Jan. 26, 2009. No answer.
I tried calling them on the phone on Jan. 26, 2009 and left a message but received no return phone call.
I emailed the owner of the company, Drew S., on Jan. 26, 2009.

I emailed again on Jan. 28, 2009.
I received a shipping notice on Jan. 28, but when I checked it on the USPS site it said there was no record of the package.

There was no record of the package on Jan. 29 or Jan. 30 either.

I tried calling them on Jan. 30, 2009 and no one answered the phone.

Finally, after trying to so many different times and ways to contact the company about my order, I gave up and filed a dispute with PayPal over my payment. Please note, that I’ve had to open very few disputes with PayPal over orders with different companies, and any time I have, I’ve immediately gotten a response from the company. It really disappoints me that sometimes this is the ONLY way to get a company’s attention over a product issue.

Not even 5 minutes later I got a call from Drew S. (the owner) on my cell phone. While he was polite and apologetic, he made excuses as to why no one from the company had contacted me. He said that this had never happened before. He said something about their main office got flooded out and they had to work out of another office, so somehow emails, packages and voice mails were lost.

Yet they were still able to take orders, which come in via email. This just didn’t add up to me.

I find this hard to believe, or extremely difficult, at least. Normally companies don’t have their email servers hosted at their office, especially if they’re a non-tech company, so they should have been able to access their emails. And voice mail is something you can call up and dial in to access the messages, at least in my experience.

While Drew apologized to me, said that they dropped the ball, something like this has never happened before and it would never happen again, I will not be ordering from FaceFront cosmetics again.

I cannot stand to deal with a company that seemed to have such blatant disregard for their customers. All those emails and voice mails that were ‘lost’ that he seemed to just say ‘oh well, they’re lost, move on to whatever new has come in’ were important to the people who sent them. I know my messages were important to me. I don’t want to deal with a company who can’t treat their customers with respect. After all, the customers are the ones who help them stay in business.

Upon writing this post, I did check the status update on my order and found out that it had been dropped at the USPS post office on Friday at 5:30 pm. So while Drew assured me that my package had been mailed out at the time he called me Friday afternoon, it hadn’t been mailed out.

I will not be ordering from FaceFront again, and I urge anyone reading this to consider whether or not you wanted to be treated in a similar fashion.

I can assure you that I have never received such shabby treatment from Aromaleigh, Meow, Fyrinnae, or Beautiful Girl minerals.

Even worse to me was the way that Drew made it seem like FaceFront really did NOT care about all the emails and phone calls supposedly lost. What’s amazing is how they still kept taking orders, because the orders never got lost. It just doesn’t make sense. What he said and the letter I received from the company really does not add up. Because of this, I will not do business with them again.

Edit: I did finally receive a gift card to Facefront, which I gave away to a friend who wanted it. When this post was originally written, Drew said that he would send me a gift card, but I hadn’t received it by the time I wrote this post. I received the gift card via email on Feb. 9, 2009.

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