ComplaintsforJosie Maran Cosmetics

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Still have not received my order. No tracking available. Tried to contact business. Generated email, no answer on customer service. Would like a replacement please.

  Business response

  06/10/2024

  We're sorry to hear that the customer is unhappy with her experience. 
  
  The customer's order appears to be stuck in transit. An investigation into the matter has been opened through **** via JM ************** since the customer stated **** was unable to help when she reached out. The customer was provided the confirmation number for this investigation in correspondence. The confirmation number is also available via the order's tracking information page on ****'s official site. 
  
  While we typically only provide re-ships for orders once this kind of investigation is completed and closed, as a courtesy, we will move forward with a re-ship for the customer, although the investigation is still underway and the customer may very well still receive the original package. We appreciate the customer's patience and understanding.
  
  We take customers' complaints seriously and appreciate the time this customer has taken to let us know about her experience.
  
  Best,
  JM ************* Team

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I like Josie ****** products and continue to use them. My issue is not with the products but with the company practices. They have no customer service, it is hidden behind email messages. They list no phone number either. I order some products recently totaling approximately $98.00 . Items were shipped via *** but I did not receive them even though upd marked package was delivered. For safekeeping I have all my mail delivered to the business next door which shares the same address. The business does not have my package and it is not in my vestibule either. Contacting ***** ****** for this is difficult as they have no real contact information or customer service

  Business response

  05/20/2024

  We're sorry to hear that the customer is unhappy with her experience. While we understand and empathize with the customer's frustrations, she never provided certain information requested of her which is needed to move forward with a resolution. Additionally, this is the second time this customer has stated that an order wasn't received, although it's been marked as successfully delivered. This first time took place in January 2024. After several days of correspondence, **** was able to locate that package and deliver it to her, which is why it's so important that customers follow the steps we ask of them for this issue. While the customer has yet to provide the information asked of her, our team is working with the appropriate departments to see what can be done, and the customer has been offered several options for a resolution. In ************** we strive to provide a positive experience, so we're sorry to hear that this customer is unhappy with hers, although we do feel that it's important to clarify that asking a customer to file a service request/non-receipt case and allowing **** proper time to investigate is simply the appropriate next step for this matter, and not done to be difficult or dismissive of a customer's concerns under any circumstances. We take customers' complaints seriously and appreciate the time this customer has taken to let us know about her experience.

  Best,
  JM ************* Team

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Josie Maran's products on November 17th , on the 19th of November which is a Sunday I wrote to them and said could you please cancel the order because I read reviews on the better Business bureau and on different websites about how bad the product is plus QVC let me know that there was recalls on the products and that they listed a cancer causing ingredient in their product which I immediately emailed Josie and said to cancel the order they said that they could not cancel it and that I would have to refuse the package which I did and wait till it got delivered back to the sender which It did ,I took pictures of both and then they said it could take up to 10 days to get a refund and get email that says they refunded it and then an extra 3 to 5 days to get it from my bank, I also read in the reviews that they don't like to give refunds unless they're pressured to do so so I've waited almost a month and still have not gotten my refund it has been 10 business days and they keep putting it off I've called and talked to **** today and she said sorry there's nothing that they can do about it, I've called others and they just tell me there's nothing they can do about it that I'm going to have to email them, that I'll just have to wait until they get ready to do a refund for me and it's been the 10 business days and so I want my money I've written a lot of emails to them to keep in contact with them and today is the final day I asked them to forward my emails from last week / month, that I gave them ,to the manager and they have told me on the phone that they're not going to do that and they also emailed me and never implied to give it to the manager I want my money back I've been waiting long time , with their own policy up to 10 days! and it's clearly been longer than that.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I place an order online at Josie Maran on October 9, 2023.I received an email on October 9, 2023 confirming my order.Order #****** Amount: $65.00 On October 11th, 2023 I received an email from Josie Maran Confirming the shipment of my order along with a tracking number,Tracking number: ************************ I followed the tracking which said the package was delivered and put in my mailbox on 10/16/2023 at 5;25pm.When I went to the mailbox the package was not there.There is a problem with theft on this street. I was quite upset and waited 2 days and when it did not appear I call Josie Maran **************** and explained what happened. I have to just say the customer service rep was not friendly or professional. She told me I need to file a claim with **** and when I get the claim number call Josie Maran back with that number and they would refund **** was going away for a few days and wanted the products for vacation.When I called back Josie Maran with the claim number, I was on the phone with a customer service rep at ********************************************* who told me she wasn't sure how to issue a refund but would take my information and get back to me.**** Claim # ********. I do have an email from ****.I received a call on 11/01/2023 from Manager ****** from my local ************ He told me the package has been reported as stolen. He told me to call the company and have them issue me a refund because they have insurance to cover the refund.I just called Josie Marn customer service telling them what the **** told me. Again, the customer service rep was not at all professional, and was not very nice. I was told they would get back to ****'m upset because I have no products and lost my money as well.I am writing because I would like a refund and do not feel the company will never follow up. I followed everything they asked with no outcome. As far as their customer service nasty attitudes I will never purchase from them again.Thank you *******************.

  Business response

  11/15/2023

  We're sorry to hear that the customer is unhappy with her experience. She has claimed that her very first order with us was never successfully received, and has gone on to state that her local *********** told her outright that the package was stolen, adding the the following: "Not all that unusual around here. Has happened to all of my neighbors having packages stolen off their porch". While we empathize with the customer's frustrations, we as a company naturally have no physical control over this kind of thing, and it's important to note that our Shipping Team did indeed successfully send out this order on their end. However, since we did wish to remedy this incredibly unusual and unfortunate situation, a full refund for the order was already processed back on 11/11/23, despite our Shipping Team successfully sending out the order on their end, and **** marking it as successfully delivered on theirs. As previously stated, the customer's desired outcome (a refund) was already implemented back on 11/11/2023. We ask that the information we've provided is kept in mind upon reading what the customer has written about her experience. 
  
  
  
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I placed an online order with Josie ****** on 11/13/22. Order number 672861-JMC to which they charged my bank card $122. I got a confirmation email on 11/15/22 that my order was on the way, I was also able to track my order. Suddenly I couldn't track my order and got concerned. Then on 11/18/22 I was able to track the order again and was shocked when it stated that my order was in **********. I called customer service who informed me the delivery person was not able to deliver my package. Mind you I did not get an email to inform me the issue. So customer service said they would make sure my order was shipped right away. Well on 11/21/22 I was not able to track the order , neither did I receive any email. Since then I have sent countless of emails and made several phone calls . I have been receiving automated emails replies. As for the phone calls sometimes I was not able to get to customer service but got a message I will be called back, it never happened. I managed to get through a supervisor the first week of December who informed me that I would receive my refund and an email within 10 business days. It's ******* ****************** emails. Please help get my money back.

  Business response

  01/09/2023

  We're sorry to hear that the customer is unhappy with her experience. This order was returned to sender due to an insufficient address, according to ****** official tracking information. When an order is returned to sender, it is delivered to our Shipping Team's facilities, where it is then processed and refunded by our Shipping Team. This process can take up to 10 business days, which don't include weekends or holidays. While this customer was provided information about this process via email, it would appear that this order has yet to be refunded, although it is past the 10 business days. Since we do wish to remedy this unusual and unfortunate matter as best we can for the customer, we will be reaching out to our Shipping Team as soon as possible to see if they are able to expedite their process any faster. We appreciate the customer's patience and understanding, and apologize once again for any delay.

  Customer response

  01/18/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  November 18 th when I first spoke to a representative, to January 6th when I spoke to a manager is more than 10 business days. I have several automated emails, and made several calls. However, after contacting BBB, my money was suddenly refunded . Thank you BBB.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with *********** on 10/13/22. I had a coupon code that I tried to use but it didn't go through. I immediately called them to see if they could add my coupon code. They refused to apply it and told me to deny the package when I received it and place a new order. I didn't see how that was very economical but I did what they said. I called them after and then they said they didn't receive the shipment back and can't refund me until they do. They said I would have to file a lost package clam with USPS. The tracking on usps shows it delivered back to them and delivered to my address the same day. I filed a lost package clam with USPS and they have sent me a letter saying the package is indeed lost. I sent the letter to *********** so they can file a lost insurance clam and receive their money back from USPS and they still won't refund me. *********** only put $100 insurance on the package so if I make the insurance clam with usps I will only receive $100 yet my purchase was for $165.96. I have called them over and over and over and they will do nothing. She told me today their company wasn't setup to process refunds. I asked to talk to her supervisor and she said she was the supervisor. She said it was going to take another 5 days after I have already been waiting for 6 weeks. I asked her to call her Manager and I would wait on hold. She said ok. So I waited for over 30min and she came back on and told we she gets paid by the minute and is happy to be on hold with me all day. I asked her if she had tried to call them and she said no but she has nothing but time and again she gets paid by the min so she in no hurry. They are refusing to refund me or help me in any way!! I need help getting my money back. They are complete thieves!!!!

  Business response

  12/07/2022

  Business Response /* (1000, 6, 2022/12/05) */ We're sorry to hear that this customer is unhappy with her experience. The customer failed to successfully add a promo code to her order at checkout, and reached out to us, asking to have the discount added. Unfortunately, as explained to the customer at the time, we don't have the physical ability to alter, add to, or cancel an order once it has begun processing in our system. To state that our CS Team "refused" to help with this matter is a bit unfair, as we unfortunately don't have the physical ability to do so. However, since we did wish to assist the customer as best we could, we welcomed her to return the package to sender for a refund, if desired. The customer stated that she did this, but the tracking information gives no indication that the package was ever actually returned to sender. If it had been RTS'd, the tracking information would state so. Instead, the tracking information states the order was successfully delivered to the customer's address, and never returned to sender. This would explain any delay in receiving a refund from our Shipping Team, as they never actually received the return at all on their end. If the customer did indeed return the package to sender, it is possible USPS lost the package in transit, and we apologize on their behalf. Additionally, we apologize for the experience the customer had with our Call Center, as it would appear an agent the customer states, she spoke with provided misinformation via phone. The agent will be coached on how to handle such issues moving forward. Since we did wish to remedy this unusual and unfortunate issue as best we could for the customer, we already refunded the package back on 11/23, despite not knowing for certain whether or not the package was truly returned to sender. With this in mind, the customer is requesting a refund on here, but there are no funds left to refund, as the entire order has already been refunded. Nevertheless, we do deeply apologize for any inconvenience this experience may have caused and will be certain to pass the customer's feedback along to the appropriate departments. Consumer Response /* (2000, 7, 2022/12/01) */ After telling them that I had filed a complaint with the BBB they gave a date that the package was delivered and then refunded my money.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩