• Report: #1101016

Complaint Review: Bondi New York

  • Submitted: Wed, November 20, 2013
  • Updated: Wed, November 20, 2013

  • Reported By: Anonymous in TN — Tennessee
Bondi New York
694 10th Ave, Suite 430 New York, New York USA

Bondi New York aka Beauty Gives Back, Richard Annington, James Eib Still no refund or compensation for cancelled orders New York New York

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Be advised this is a very lengthy report which includes email correspondence from the company in question.

Bondi New York is a new company that was established in March 2013 selling nail polishes and polish subscription boxes.  It started off well enough with great customer service and a good product.  My first order was in July, which was for a prepaid year subscription (3 polishes and a beauty product every month).  One of Bondi's perks to being a subscriber is that you would be able to purchase add on boxes (again 3 polishes) for a discounted price. I personally made purchases from the spring/summer line with no issues at that point in time and received my August box as promised.  Additionally, Bondi had a contest where 5 winners would receive their first box free.  The winners did in fact receive the first box free from the Spring/Summer line of polishes.   

Fast forward to September, when subscribers received this email:

"We're getting ready to start shipping our September box!

We know many of you took advantage of a second box, in fact many of you ordered a third and a forth to complete your Fall by Bondi collection (thank you!)

It's nearly that time of the month when we close off and start getting ready for the October box. This is our final call for ordering an additional box or two (or more) from the September collection before this offer disappears faster than last weeks mani.

If you would like to order more colors from our forthcoming Fall/Winter collection in multiples of three, simply follow this link and check out with code FALLBYBONDI 

This will bring the price to $16 for three full sized polishes, saving of $21.50 on full retail price.

Your additional box order/s will ship at the same time as your regular subscription box.

Terms and conditions apply*.

With love from the team @ Bondi New York

*Additional box orders will ship at the same time as the primary subscription box. The additional box purchase is for three polishes only and does not include a beauty gift. No substitutions allowed. You must have an active subscription to be eligible for this promotion. Additional box orders must be placed before midnight EST on September 13th 2013. No additional coupons or discounts are permitted with the additional box. Coupons are not stackable."

Of course many subscribers, including myself, took advantage of the deal and ordered additional boxes. However, 9 days later customers received an email addressing issues with the September boxes.

"Bondi New York customers have come to recognize us for transparency and openness and this has enabled us to build a strong following of customers and fans who place their trust in our brand.

Recently, we have let you down in that transparency and openness. You will have noticed that there have been delays in responding to posts on here and on our social media channels. I acknowledge that our growth has caused some challenges and I take full responsibility as the guy in charge for this. We have been fast to address these through recruiting more staff and responding as promptly as possible via social media, email, telephone and our live chat service.

We are one of a small handful of subscription services that do not have millions of dollars in venture capital in the bank. This is a double edged sword as it means that we can provide a level of service which is not driven by one thing - squeezing as much revenue out of you as possible without a care for customer service. Equally we cannot be wreckless with money and hire hundreds of staff nor throw money at problems when they arise to buy ourselves out of the dog poop.

For us, this truly is our "glossy gate" moment.

The delay in the September box has been two fold. Firstly, the ability to customize your color choices has added a delay to shipping. I recently announced in a blog post that we will be moving our shipping date to the 15th of each month to allow a 14 day window for you to choose your colors and place an order and for us to pack and ship your box. In no way has the delay to the September box been related to the additional box orders as some have speculated.

Our biggest challenge and the cause of the delay for the September box has been the production of the Fall/Winter colors. Typically it takes 6-8 weeks for polish to be produced. I was not happy with the formulation of the collection and improved the formula to meet my expectations for wear. This lead to a delay, however I was confident we would meet a shipping date of this Friday.

Regrettably, we have been informed today that there is going to be a four week delay in us receiving this polish from the manufacturer on the West Coast of the US.

I am sharing this information here first as I consider each of you Bondi family. This is ahead of an email that will be going out later today to all of our subscribers.

What this means is that our September box will actually be shipping during the second week of October. This will also be the same time that we ship the October box. We were mindful of possible production issues for boxes going forward and have ensured that we included the new colors for October, November and December in the delivery we are now awaiting so that we are not back here in a months time with the same problems.

So to recap, what I am saying is that the September box will ship second week of October and the October box will ship out the same week.

Naturally I appreciate that as a customer, you may not be forgiving of this issue. What I will say is that I am not going to ship poor quality product and I stand by my decision to request a reformulation. It is disappointing that our manufacturer has not met their delivery deadline, however I take full responsibility for not being more transparent earlier in the process.

Given the challenges and issues at hand, it is only fair that I recognize and compenste you accordingly.

If you are a prepaid 3, 6 or 12 month customer, we have extended your subscription by one month with my compliments, in addition, within the next five days you will receive a voucher for $12.50 off your next order (excluding subscriptions).

For our month-to month subscription customers we will be issuing a $15 voucher for use with any purchase on our website (excluding subscriptions). If you would like to cancel your subscription and receive a refund, please email hello@bondinewyork.com. Please allow five business days for the refund to be processed and to receive confirmation. If you cancel your subscription, you will not receive the $15 voucher.
If you ordered a one time box, we will issue a $10 voucher for use against a future order. Please email hello@bondinewyork.com with your order number so that we may process this for you.

The team and I do not wish for you to cancel, we understand that you work hard for every dollar you spend with us (for our international customers pounds, euros, bhat etc!). We have been working hard behind the scenes to improve the service going forward. Some of these improvements include:

Redesigned packaging for a more luxurious experience (without an increase in price) and to protect the polish in transit - launching December 2013. Changing our shipping partner to FedEx from the September box to allow full tracking of the package (USPS will manage the final leg from FedEx depot to your door - continuing to support unionized, American jobs).

Full account service from November 2013 - including the ability to change your card information, skip, and select colors without needing to use coupon codes!

Making our Fall/Winter and subsequent collections permanently available for the season for you to choose from, in addition to introducing 3-6 fresh colors each month. Increasing staffing to ensure that telephone, email and live chat support is available 24/7/365 - effective from October 1st 2013.

Providing swatches for all new colors and comprehensive descriptions and shade clarification - effective from October 2013.

We have many more improvements based on your feedback over the past couple of months.

I hope that this post answers any questions that you have and sets out what has happened and what we are doing to compensate and to improve going forward. As always, I am available via email - richard@bondinewyork.com for any questions.

My team and I truly do value each and every customer. It is not easy letting you down, it makes us more determined to make sure it gets done right going

Since customers were offered a discount voucher for the delay, many customers including myself again took advantage of the offer.  

So now here were are on Oct 16 and customers received this confirmation email:

"We're writing to provide you with an update on your subscription service with Bondi New York.

We recently wrote out to inform you that we would be shipping your beauty gift first please find below a status update on this, along with an update on your subscription box/es


Subscription Box:     BUILD STAGE*

Your Beauty Gift Status is "PACKED & AWAITING COLLECTION" This means that it has been packed, labelled and is ready for collection by USPS. Once USPS collects the package, you will receive another email from us with the tracking information for this package.

Your subscription box is currently at "BUILD STAGE". This means that we are currently hand picking and packing your order. Once this process is complete, we will email you with a status update to "PACKED & AWAITING COLLECTION" after which, once USPS collects your package, you will receive another email from us with the tracking information.

Due to the size of the gift/s being shipped, and consolidation of subscription boxes and additional box orders, we have taken the steps of shipping this separate to your main subscription box.

We would like to take this opportunity to let you know that once this shipping process is complete, Bondi New York will be back with its A-game and from November shipping boxes mid-month as assured.

If you should have any questions or concerns, please do not hesitate to emailhello@bondinewyork.com where a member of the team will be happy to assist."
And on Oct 23, I received a shipping notification.
"IMPORTANT: This shipping notification relates to your September subscription box. Please read thoroughly.

Thank you for your order from Bondi New York! We wanted to let you know that your order (#xxxx) was shipped via USPS, USPS First Class Mail on 10/23/2013.  You can track your package at any time using the link below.

Please note, owing to the volume of packages that USPS are processing, your tracking information may take a few days to update. This is not unusual as packages are scanned in batches. If you have any questions or concerns, please email hello@bondinewyork.com

Shipped To:

Track Your Shipment: 9400110200881940xxxxxx

This shipment includes the following items:

Item # Description Qty
xxxx xxxx 1
xxxx xxxx 1
xxxx xxxx 1
"YAY!" I thought...finally getting my order.  Or so I thought. On Oct 28, customers received this notice:
"We regret to inform you that today we have decided to put the subscription service on hold and focus primarily on our core retail business. Today we have refunded all subscriptions and will be refunding any outstanding orders that accompanied your subscription orders tomorrow. Please allow 1-3 business days for the refunds to post.
Why is this? While it was not an easy decision, our September issues and our continued shipping problems have made it increasingly difficult for our small team to focus on our business operations while also providing readily available customer service. We’ve heard your concerns, and this has guided our decision to suspend subscriptions. This will allow the time needed for our team review operations and provide you with the quality products and services we sought to deliver when we we’re established only in March.
What does this mean? When our polish is recovered and restocked, we will inform you of its availability, accompanied by discount codes and special promotions that will enable you to repurchase the polishes you have been waiting for.
We cannot express enough our appreciation and gratitude for your patience. Having only launched in March we’ve seen a large growth in our dedicated consumer base. We want to personally thank those loyal customers who have contributed to that growth, and who continue to provide support to our team. As more information becomes available, we will be sure to keep you informed. "
Then I started to receive cancellation notices for all of my unfullfilled orders, including the one that had supposedly already been shipped.  Over the next few days, I heard of people having issues with getting their refunds, so I called my credit card company regarding two of the orders placed on my credit card which were for my sub box and one other order.  My credit card company immediately credited my account.  However, my Paypal purchases were another story.  Bondi/Beaty Gives Back did submit a refund for one of my orders, but I got a failed refund notice twice for this order which stated "The refund sent by James Eib (hello@bondinewyork.com) did not clear from the sender's bank. You have not received funds for this payment in yourPayPal account."
My second Paypal order was outside of the Paypal dispute period (45 days) so it got closed immediately by Paypal.  Other customers had the same issues.  On Oct 29, this email was sent by Bondi to address the Paypal issues:
"We are aware that some customers are experiencing issues with refunds via PayPal that are not processing. We have discontinued PayPal recently as a payment partner.

In the event that you have an issue with a refund through PayPal not crediting to you, there are two options available to you:

1. File a claim with PayPal. (If you are outside of the 45 day claim window, please follow the instructions below).

2. Please send an email to hello@bondinewyork.com with the following information:
  • The name and email address associated to the PayPal account that you made your purchase with.
  • The date and the amount of the transaction. If you have the transaction number or an order number, please include this.
  • The address that a refund is to be sent to.
Please note that refund checks will only be issued to the name of the account holder.

Once we have acknowledged your claim and confirmed the repayment, please allow 7-10 days for receipt of your refund check."
I contacted Bondi regarding my Paypal refund and kept getting the runaround.  I got an email from Kelly saying that the person handling Paypal refunds would be in touch.  Never heard from that person, but Richard wrote asking if it had been handled.  I wrote back and informed him it had not.  I told him that instead of a refund, I would also take the equivilant amount of polishes ordered from the their spring/summer line since the fall/winter line was not available.  He told me it would not be an issue.  I replied with the polishes I wanted.  When I heard of another customer receiving polishes, I thought everything would be good.  But then I received an email stating they were mailing a refund check.
"We are writing to confirm that a refund for $26.00 has been processed today.

Dependent on the refund method agreed, you will be receiving a check, money order or electronic deposit to your account.

If we are sending you a check or money order, this will be sent to the following address:


Please allow up to 7 business days for receipt of the payment.

If we can be of further assistance, please do not hesitate to get in contact."
As of today, I still have not received a refund check, polishes, Paypal refund, or anything.  If the supposed refund check does magically appear, I'll be hestitant to try to cash it since the Paypal refund didn't clear the sender's bank either.
Many customers in the nail polish community have complained of the same problems.  Any negative comments posted on Bondi's Facebook page have been removed.  Bondi has even renamed some of their polishes to target the people who have complained, such as Later Hater, Drama is My Name, Don't Feed the Trolls, It's Only Polish, and Throwin' Shade.  
Also in mid Oct, Richard was active in some nail polish Facebook groups offering the promo code DONTWANTJULEP to get their first sub box for $1 since they were competing with Julep which is another nail polish subscription service.  From what I've heard, none of those boxes ordered were ever received by customers and they were cancelled as well.
I feel that Bondi may have had good intentions to start, but they got in over their heads and then didn't own up to the mistakes.  I would advise anyone considering purchasing from this company to do your research before spending your money buying anything from Bondi.  Several beauty bloggers have blogged about their experiences, and you can probably do an internet search on Bondi New York problems to see what others have to say.  I hope this report helps you to make an informed decision.

This report was posted on Ripoff Report on 11/20/2013 03:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Bondi-New-York/New-York-New-York-10019/Bondi-New-York-aka-Beauty-Gives-Back-Richard-Annington-James-Eib-Still-no-refund-or-com-1101016. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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