Luxe Cosmetics Com

I ordered a product from this company, Luxe Cosmetics US. First of all, the product is coming from overseas not from the US as their name and website touts.

I was not aware of this ahead of time. Two weeks later and the shipping progress was still "unknown". I emailed the company and received a canned response "Due to worldwide shipping delays" ... I had not heard of any shipping delays in the US.

That was when I noticed that part of the email was not even in English so I knew then it was not coming from the US (Anfrage eingegangen??). Week 3 comes and I emailed them again. The same canned response came back so I replied blasting them for not actually responding to emails and having the great customer service they claim they do. After that, Nadja responded to me personally.

She apologized for the longer than normal shipping time and offered me a 50% refund and a free product of my choice and they will pay the shipping. She also said my tracking information was updated. I accepted her offer. When I clicked on the tracking it was the tracking information for someone in New York (full name, address, and order details of the customer) showing the product delivered, not where I live 7 states away.

I responded again to Nadja upset that she sent me someone else's information and the fact that if they did it to one person, who had they sent my information to "on accident"? She responded, not acknowledging that she sent me someone else's private information, just saying she corrected the tracking information which still showed "unknown, US shipping partner awaiting the arrival of the package." Further proof it was not coming from the US, and it was probably sitting in customs. I ordered the product on 12/6/23, it was finally delivered 1/8/24. After trying the product I was pleased with the results (too bad a good product is tainted by terrible customer service and lies of being a US company).

I emailed Nadja and selected the free product that she offered me. I have emailed her 3 times with a couple of weeks in between each email and here we are 2/20/24 and she still has not responded nor sent out the free product she offered me. I am pleased with the product and would not be doing a negative email if she had not made me the promise of a free product. Now, it is just the principle of her not keeping her word.

I will not order from them again, especially with the one month delivery versus the one week they claim. I just want Luxe Cosmetics to honor their offer of a free product, then my review will be just about the product and not their customer service.