Report: #892168

Complaint Review: All Cosmetics Wholesale

  • Submitted: Sat, June 02, 2012
  • Updated: Wed, January 16, 2013
  • Reported By: L.R. — Los Angeles California United States of America
  • All Cosmetics Wholesale
    2732 Adacemy Drive SE Unit B3 Auburn WA, 98092
    United States of America

All Cosmetics Wholesale Suite 7 Beauty Shameful, Virtually Non-existent Customer Service or Concern for Custormer Loyalty Internet

*REBUTTAL Owner of company: Very misleading information

*REBUTTAL Owner of company: Customer Service for ACW

Show customers why they should trust your business over your competitors...

I ordered several items from this company, and upon opening the parcel, found one item, a lipstick, got partially crushed and damaged, apparently during shipping.  I contacted the company multiple times, was invited to send pictures of the damage (which I did) and had to send several more e-mails inquiring about their response before someone bothered to reply.  The reply was essentially:  "tough luck".  Their reasoning:  they are a discount site so the customer should expect less than perfect products.  I replied that this is indeed the case when the website identifies the product as damaged/blemished/unboxed/dented, etc.  Many of their products have that disclosure.  But the one I wrote to them about did not have any such description or notification.

The owner offered to replace the item if I paid to ship the damaged item back--a hollow offer since the cost and hassle of shipping exceeded the cost of the item.  The owner suggested that if I simply used the lipstick a couple of times, the defects would become unnoticable.  I countered that the item was intended for a bridal shower gift basket, and was not in gift-worthy condition.  I pointed out that this was NOT an item that had been disclosed as containing any defects/blemishes/aesthetic issues.  The reply from Sherri Butte, who appears to be the owner (or at least in charge of what they deign to call Customer Service) was essentially "too time buy from their full-whack retail site (Suite 7 Beauty), which professes to have a more responsive and responsible customer service policy.

This company doesn't appear to care about customer loyalty.  They take a penny-wise/pound foolish approach to customer service and backing the quality of their products.

Buyer beware!

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This report was posted on Ripoff Report on 06/02/2012 02:24 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 REBUTTAL Owner of company

Very misleading information

AUTHOR: ACW/Suite7beauty - (United States of America)

I would be greatly concerned if the information in this 'report' were accurate.  However it is not.  The truth is that any/all customers that receive any damaged/defective item will be asked to return the product for exchange or refund.  Due to the very high rate of fraud in the world today, this is our best effort at preventing fraudulent claims of damaged goods that are received in perfect condition.  We actually DO pay for return shipping on any damaged item via First Class as our policies clearly state.  When the item returns to us and it is deemed defective, we reimburse the first class shipping cost to the customer.  This is our actual policy and this is exactly what we tell any customer that has received a potentially defective item and is exactly what is posted in our policy section.  NEVER would we ask a customer to pay to return an item that was received damaged.  That would be really unfair and we simply do not work that way. 

I think perhaps what we have here is a disgruntled customer that simply did not fully read our policies about returning a damaged item.  If I did not fully read the policy I may be just as upset.  Often customers miss the line that reads:  3. If it is determined that you have initially received a defective item, first class shipping for sending the item back to us will be refunded to you and no shipping will be charged upon reshipment of exchanged item.)

Unfortunately we can not force any customer to read our policies posted on our sites or read in full the information we supply via email about our return process.  However they are our policies and as consumers we are responsible to know the policies of any company before purchasing.  Read any policy in full of any company so that you can make a more informed decision. 

Best Regards,

Sheri Butte

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#2 REBUTTAL Owner of company

Customer Service for ACW

AUTHOR: ACW - (United States of America)

I would like to take this opportunity to answer the complaint left about myself, Sheri, and ACW. is primarily a discount website.  We are a small company that buys and sells both masstige and prestige cosmetics at discount prices.  Many of the items we sell are perfect retail quality.  However many are not and that is how we can buy and sell them at such a discount.  We do clearly state on our Company page that "Many of our discount items are shelf pull items therefore there may be some shop ware on the packaging. A caution to those looking for discounted "retail perfect" products, we do not guarantee any item will be "retail perfect" if it is discounted from regular retail price." 

This statement is meant to inform those looking to purchase retail perfect goods, that this may not be the website for you.  Our initial intention in publishing this statement was to let those buyers looking for "gift" items that they may not receive an item in "gift" condition...meaning "perfect" condition as most gifts would be.  This buyer mentions that the item description for the lipstick she purchased made no mention of defects.  She is correct in this statement.  However, the Company page statement is made to cover all items on our site.  The items that make mention in their description of damage are those that we have either witnessed or experienced are higher number of defect issues than others that are mostly perfect. 

ACW does not hide the fact that we sell items that may have slight blemishes or defects.  We make it very clear.  We feel strongly that it is up to the buyer to read our policies and know about the types of items we sell by reading about us before purchasing. 

We regret that being such a small discount company that we are not able to offer customer service phone support.  It is a service we would love to add and hope to add very soon.  Its a basic profitability issue.  In order to keep our prices as low as we do, continue to offer free shipping options that our buyers want and continue to bring even more product options,  it just not something we can do at this time.  However as our company grows, so will our services.  We have recently updated our email service so that a greater majority of emails will reach us compared to our old email system that filtered out way too many emails as junk/spam.  Its a growth process and we are working daily to improve. 

We regret that this buyer purchased and item not understanding that many of our items are not retail perfect and was disappointed as it was intended as a gift.  We did receive a photo from the buyer that showed the tip of the lipstick was knicked.  This is a typical "not retail perfect" scenario that we warn of in our Company information.  After all the product was purchased at less than half of regular retail price.  If the product had been damaged in shipping/destroyed in shipping, we would gladly replace it.  It is our policy that any damage in shipping to US shipments is covered by our insurance for replacement. 

Further I wish to respond to the claim about  I am not sure what the buyers complaint is for this site except to slander a site owned by the same company.   I do not have any reason to believe should be targeted in her complaint as the site had no part in this buyers order. 

I thank you very much for the opportunity to respond to this complaint and regret that it was made as we feel we clearly state our product policy for all to see. 

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