About Face (theshespace)

[Flaminbird]

Sorry you had such a bad experience too downloadstone and Junkie. I am surprised she hasnt answered the post you made downloadstone on the forum since she was so quick to cover up her mess when Erin and I did.

Tangledrose it does seem she doesnt give a rat's @ss about who she makes unhappy like you said. She's got to be some spoiled "Housewife of Chicago" with the way she's been acting. There is something else going on though with her because it all just doesnt add up. What I find odd is that just before Christmas she announced she was having a clearance on all the regular jars and was switching to sifter then just 2 weeks later it's "im closing up the business". I also thought it was kind of dumb to post up clearance stuff here and there and actually makes more work for everyone. So what happens if if people wanted to order they might end up placing 5-10 orders over the span of a month with her releasing long gone collections and LE's about 3-4 a week. I even posted that up saying it would be better if they all went up and of course the @ss kissers coming running her side saying there was nothing wrong with that. I guess they don't mind wasting money on shipping. Anyway I finally got a notice my order was shipped and I'm only glad because I ordered these for my mom as a belated Christmas gift since I wasnt able to get her anything at the time.

UPDATE....I got my order today and it's all wrong

. I ordered 7 pigments, received 6 and two are wrong. I am still missing the item I was never sent from my order in December and there are two things I didnt even order. Uggh

THis is beyond frustration. I cant believe that STILL I didnt get the pigment I ordered previously!

 

[euphrosyne_rose]

Here's my update:

This past Thursday was when I got my order that was also incorrect and I had the almost email chew out with Heather. She told me to give her my shipping info and she'd "take care of it" when she got to work the next day. I got my full sized pigment that was owed to me today. Rather fast shipping, I'd say given that she can't seem to get other people's orders out for 3 weeks or more, if that.

On a side note, she also sent a second full sized piggie. Part of my order that had been incorrect was a piggie sample from the Capricorn collection she had. I got the wrong color and when I went to check the site, saw that the Capricorn collection was sold out so to me, that meant that I probably wouldn't be able to get the actual color I ordered since it was sold out. I mentioned this to Heather in my initial email and told her that since I saw that Capricorn was sold out, I was fine with keeping the pigment sample I did get, even though it was the wrong one. What she sent me today was the full size of that same pigment. So tell me this...if the Capricorn collection was indeed sold out, how did she manage to send me a full size of one of the colors? It's nice that she sent it and I'm thinking possibly it's to make up for the fact that my order was wrong but how can you post that a collection is sold out and then turn around and send one of the pigments from that collection to someone?

I really would love to know what's going on with her whole situation but she keeps going further and further down the toilet with her CS and her attitude seems to be getting worse and worse. You don't want people slamming you and your company? Then quit allowing the things that made you so great a business before to fall by the wayside. Simple Business 101.

 

[Flaminbird]

OMG Can I scream?? So I post my problem on the board and guess what??? She deletes it and says she doesnt understand the problem which I CLEARLY wrote out. I mean a 3 yr old would understand. I cant post what I wrote becuase she deleted it. SHe pmd me back yet she'd disabled PM's and she tells me to email her but she disabled pms due to email problems?? Its more like she's getting bombarded by disgruntled customers. This is what I wrote to her:


Heather I dont know why you are having trouble understanding my post since it contained the pm's that you and I exchanged. I mean truely I am at a loss as why it's confusing to you.

I placed an order on December 21 and had ordered HARMONY OF HEARTS but when my order arrived it was not there but a full size HARMONY IN THE HEAVENS was sent instead. I emailed you FOUR times regarding the mistake over the course of 2 weeks [email protected] and never received a reply so my only way to get you is by posting. You said you'd make sure I was sent the HARMONY OF HEART when you got into the office on Monday. That was 4 weeks ago and I never received the pigment. I thought maybe you'd include it in my next order that I placed on the 26th of Jan so today I was surprised that it wasnt there and I was missing another item.

So again. I ordered Harmony of Hearts in December and received Harmony in the Heavens. You said you'd send me the correct pigment. In my recent order I had asked to change Whirled and Twirled for Wild Child but didnt recieve either or. I ordered 7 pigments and received 6 and did not receive Harmony of Heart as promised.

I dont know why you keep deleting my posts and my friends post about her mixed up orders either. You tell me you're having email address issues so why would I attempt to email you now that you finally acknowledged there is a problem. Why is your problem not fixed or at least someone trying to figure out the problem with the email? I"m not the only one having issues reaching you and not all of us can call your office to reach you either.

My friend who had her order mixed up is pretty upset too at the attitude she seemingly received from you because she posted her issue. She's been a loyal customer to you far longer then I have and she was more or less scolded by you for posting it. She was never thanked for her years of being a customer and just told "i'll take care of it in the morning" and I know that her order still isnt right.

Anyway I dont know what else to say but my post with my problem was pretty clear. If you cant send me at least the Harmony of Heart then please refund me for it and the other pigment I never recieved

Michelle


Her reply to my post below:

Quote:

Originally Posted by heather21 I saw your post and deleted it. I don't know what you meant when you said you can't email me....and I also do not know what exactly is wrong with the order to be able to correct it. So, I will make it simple, first off, it is very clear on the site that the ONLY pigments that are $2.00 are the clearance colors on the clearance page....if you did not understand that I apologize. You are correct that I have my private message turned off becasue I do have an email address. So, to keep things very simple, please EMAIL me what the problem with the order was and I will refund you tonight. That is about the best I can do since I don't really understand what went wrong. As far as posting about issues on the message board, I realize that there are mistakes made and respect when clients need to reach me publicly via the board. But I don't have any emails from you so in order to make sure I can address your problems in a timely manner, you really just need to email me at [email protected] and I can promise you that a refund for any missing colors will be sent immediately as long as I don't get an email from you at three in the morning. It sounds like we owe you a refund for two colors....is that correct? Becasue honestly I am having a lot of trouble understanding the post you had put up. I am happy to do whatever I can but I need to know what it is I am suppsed to be doing. Thank you. I will look forward to your email. Heather

 

[downloadstone]

Okay, update! Heather finally got back to me and was pretty nice in her reply to my request for a refund. She told me two of my orders had been shipped last week (still well over a month late :/ ) and she apologised for the delay about shipping. She also refunded my first order! Which I'm pretty relieved about. I think posting on the forum definitely helped with regards to her actually replying to me, so people, if you are having problems, try leaving a message on the forums asking her to get back to you.

The whole situation still kinda sucks

I honestly want to like her company but all of this running around makes it pretty hard to stick it out.

^... Holy crap. I can't actually believe her response to you. That's freaking nuts- your post is completely transparent! It'd be obvious to ANYONE what your issues are, wtf!

 

[shatteredshards]

Flaminbird, how can she not understand what you're saying? Not that I want to be rude, but is she drinking on the job or did she just forget how to read English?

I am so glad I only ordered from her the one time. Her stuff is not even that good, and I say that based on the 40-something different colors I had ordered; most of them I ended up giving away.

 

[Flaminbird]

Quote:

Originally Posted by shatteredshards Flaminbird, how can she not understand what you're saying? Not that I want to be rude, but is she drinking on the job or did she just forget how to read English? I am so glad I only ordered from her the one time. Her stuff is not even that good, and I say that based on the 40-something different colors I had ordered; most of them I ended up giving away.

I agree!! I mean she's got to be hitting the bottle. Even if you explained it to a 8 yr old they'd understand. I am so upset with her because I really wanted that Harmony of Heart....there's nothing else like it that I've ever see as it has a gold flash to the periwinkle base color. Anyway I tried to PM her back since she pm'd me and it wouldnt go through so I sent the message via the same email that she never replied to in the past. Low and behold there was a reply and this is what she said.....


Hi michelle
Thank you for the email and for clearing everything up for me. I think that at this point it would be best for me to refund you for the two problem pigments; so I will take care of it tonight.
I think it best, as I always have to not address issues with other clients since things are very easily taken out of context. However your friend was sent the correct items and if I need to provide her with a tracking number to prove that then I am more than happy to forward that to her.

Sent from my iPhone


Then another one came right after

Oops....I apologize for sending an incomplete email prior to this....I'm typing on a phone and my fingers are clumsy this late. Anyway....suffice it to say, errors have been made and I do aplogize. I have always attempted to rectify mistakes that we have made but sometimes things do have a way of slipping through the cracks. I don't know if you have any other outstanding orders with us, but if you do and you would feel more comfortable cancelling them and having us refund the payment I would completely understnad, so just let me know.
I should also add that for every post about me not getting an email, the fact of the matter is that the vast majority if them have no trouble. For as many orders and emails as we get a day, I am very much on top of any issues we have experienced. While the message board may be a great way to get my attention, I do not discuss client orders there because I can't keep accurate documentation via posts on the board and I am sure you can understand that while I might not always get it right, I do try to keep accurate records of all correspondence. So, yes, posts will be addressed and deleted if I can establish a direct line of communication with my client.
Again, I do apologize for the errors and will refund you tonight. Please let me know if there are any other issues I need to address.
Best wishes
Heather

Sent from my iPhone


So you see she didnt even want to try and fix what she screwed up. She most likely now 3 months later no longer has the Harmony of Heart I ordered December 21 and wont admit to it. Its easier to just refund.

 

[downloadstone]

To be honest, I don't think it's very fair to speculate (especially to imply that she's drinking on the job) but I definitely do understand your frustrations. Considering how absolutely clear your email was, her response was pretty laughable. I can't help but feel she should take a page from Fyrinnae's book and close up shop for a little while to get back on track with orders and customer service, instead of trying to do everything half-assed.

 

[Flaminbird]

downloadstone we were merely joking. It really makes no sense for her to be so confused over and over again. You should look at this

Email problems - SHE SPACE CHATTER

I'm seasentinel that posted to the original person and note that Heather says she doesnt know who I am yet she'd pmd me a week or so before saying she'd get my Harmony of Heart out.

 

[downloadstone]

Derp, my bad. My sarcasm radar kind of FAILS HORRIBLY online

And... huh. You know, she kinda did the same thing to me now that I think about it. Last month I was trying to get her to respond to me by asking on the forums and she knew who I was then, and yet, last week, she told me she didn't recognise me. W.t.f.

 

[euphrosyne_rose]

Personally I think she didn't quite anticipate the "magnitude" of what she was doing when she made her announcement and didn't do enough planning. I think she is overwhelmed with orders and emails about orders and things are falling through the cracks more than they normally would. I also think she's not quite sure what she has in inventory when it comes to her LE collections that have been going on the Clearance page and that's from reading some of her answering posts to other customers. My thinking is that if you are planning on totally clearing out the whole business and selling ALL of it, you'd do a complete inventory FIRST so that you know exactly what you have in stock. She says she's been thinking about this for awhile now but just from the past few weeks and the fact that she seems to have no idea what she has, it just screams that this was a last minute decision and it was not well thought out or planned at all. Maybe that's just me.

The problem is, though, that she seems to not care anymore about what she's doing or helping any of her customers. She claims to be on top of any issues that come up and that she replies to questions and concerns as they arise but if that's the case, then the people in this thread and the countless others out there shouldn't have unanswered emails nor should they have to resort to posting on her board and getting bitched out for doing so. If she were doing what she says she does, then no one would have any reason to compain. True, things do happen and occasionally some things can go wrong but it just seems so fishy to me that all of the issues and complaints started happening AFTER she announced her plans. She mentioned to Michelle in her email back that for every one person who says they can't reach her or have a wrong order, there are countless others who have no problems. Ha. Not lately. From what we've seen, there are at least a few people like us having issues, and that's JUST the people who managed to not have their posts deleted. I am really curious to know just how many posts she HAS deleted over the course of this debacle. For whatever reason, she seems to be in denial over the fact that her CS ship is sinking and seems to want everyone else to believe that it's business as usual when it isn't.

 

[AngelaMH]

I've tried contacting her three times now with no luck. The order I got a few days ago was missing correct me if I'm wrong & they sent me tame the monster instead.

 

[downloadstone]

euphrosyne_rose- You summed up my feelings on the matter brilliantly. I don't think she went in with any ill intentions, it was just horribly unplanned. I fear she's really shot herself in the foot.

 

[euphrosyne_rose]

Quote:

Originally Posted by downloadstone euphrosyne_rose- You summed up my feelings on the matter brilliantly. I don't think she went in with any ill intentions, it was just horribly unplanned. I fear she's really shot herself in the foot.

Thanks!

I really don't want to think badly of her either b/c like I said before and even told her in one of my emails, she's never been anything but awesome and accommodating in my dealings with her. I have emailed her several times over the course of the past 2 years of my being a customer and when her Pisces collection came out, I bought the entire collection and after getting it, I had issues getting all of them to apply. I emailed to ask her if there was anything different in the formula of this collection compared to her other pigments and explained the issues I was having. She replied immediately and apologized for the problem I was having, told me that she didn't do anything different with that collection but guessed it was possible I got a bad batch and sent me a complete new set at no charge. Things like that always made me go back to buy more things and that's how I thought CS should be. I used to rave about her to people but after the past week or so, it just totally boggles my mind that she's been the way she's been to people and the CS is totally unlike what I know of her which leads me to believe that I'm correct about the above ^ and that possibly there is something else going on that we have no notion of. Regardless, though, that doesn't excuse the things that have been happening of late nor does it excuse her attitude and I was just dumbfounded by her ice queen approach to my emails and maybe I was expecting too much, but I did feel like I was bending over backwards to assure her I wasn't trying to be spiteful or petty by posting my issue on her board. She totally brushed me off like I was a pest without acknowledging my apology for possibly offending her or the fact that I knew she was probably having a hard time and told her I loved her stuff and would miss her products. That's just not cool. Not one bit.

 

[AngelaMH]

My third email went through! My correct me if I'm wrong is suppose to be in the mail tomorrow.

 

[shatteredshards]

I cringe at the "I'll refund you for 2 pigments" bit - if it's anything like the "refund" she sent me, it will simply be a PayPal send money for what you paid and so, of course, PayPal will take their fees on it. Unfortunately when she did it for me, it was a backhanded slap, because $1 for samples minus the 30-something cents PayPal took wasn't worth the time it took me to write the polite email I sent her.

 

[Flaminbird]

It is just wrong about the refund like you said with the PP fees. I had thought they didnt subtract anything though when it's a refund but I guess they do. She was just being lazy when she refunded me. I think what she should've done was since TWICE she didnt send me what I ordered that if she no longer has that color that she should send a free pigment that is similar. How would she like it I wonder if she ordered something and didnt get it and paid for it? What if she went out to eat, ordered a steak and they brought her a plate of corn?? Then when she noted their mistake they brought about another plate of corn? I doubt she'd like it if they just refunded her the money months later never giving her what she wanted. But in this case it was something unique that you cant get anywhere else so had she wanted some rare antique and was never sent it I doubt she'd take it kindly to a refund with fees taken out.

 

[shatteredshards]

Quote:

Originally Posted by Flaminbird It is just wrong about the refund like you said with the PP fees. I had thought they didnt subtract anything though when it's a refund but I guess they do.

If you actually do a refund, there are no fees - PayPal will give you the exact amount the seller refunded. I've been both on the giving and receiving end of refunds before and can confirm that. But she didn't actually do a refund, just sent me money in a new transaction, so PayPal took their cut.

 

[downloadstone]

Freaking hell. It's coming onto three weeks since she said my other orders had been shipped (making it two months since my orders were first placed.) This is ridiculous. I'm going to wait one more week, and then I'm going to tell her to cancel all of my orders and refund them. I've never encountered such crappy TAT, and getting in touch with her via email is a nightmare. I'm never doing business with this woman again.

ETA:

Received my late January order (no sign of my 11th of January yet, wtf) and got duplicate pigments in differently named jars (Basking in Sunshine and Delicious Adventure.) Just sent a message off to Heather asking to resolve this.

Also, when I contacted her about the status of those orders, she swore up and down that they'd been shipped around the 16th of February (and that she'd entered that in PERSONALLY) but again, I checked the post date on the envelope and it says the 25th of February.

I'm honestly glad to finally receive my order, even if there's a slight mix-up with the pigments, but Jesus fucking Christ. I'm pretty pissed off about being lied to. The first time it happened, I figured it was just a typo or a mix-up with shipping staff, but the fact that this has happened again? Yeah, not buying it.

 

[Flowitu]

Hello She space, welcome aboard to the reapeating syndrome of slowly TAT and bad customer service. She should know that if she was to sell off all her eye colors, customer would go wild. She got quite a large fan base. Sadly, she was my first mineral company and I've ordered 500 (some repeats) from her. Gladly, I saw to it that I no longer need so many colors. Besides her quality wasn't that great now that I also shop at Fyrinnae, Meow and Aromaleigh. (Dreamworld, etc) Her products have too much titanium dioxide or filler in them.

The problem is that she's actually "nice" about it. Normally, if you complain sth about a small company, they would shout something in retort, but not her. This is very smart of her though. She tells this little lie and then she spins it. How she "nicely" tells her customer that she's "sorry and please send her another one" and you name it. Actions speak louder than words, Heather. She becomes an Archetype cosmetics all over again. (Even my first order with Archetype came a little after 30 days. Not to brag about it )

PS. I think I also have a regular pigment and a LE color from her that's probably the same colors. they look very similar, the shimmer, sheen, probably one is slightly more blue than the other. (it's 'Float on Cloud' from the regular and 'Clean Living' from random acts of colors collection) but I guess it's hard to compare when all those colors are gone. I think it would wise to limit the amount of colors and come out with better quality ones.

 

[Flaminbird]

Downloadstone I am sorry about what Heather has done to you. It makes me angry that she still professes that she never has a wrong order or they are few and far between. I would post on the board about it but not in the "Ask Heather" part because she'll delete it faster then someone buying a Ripe Peach Ombre! I am sure that there's got to be countless others getting screwed over but you wont know about it since she deletes any post that puts her gleaming name in a tarnished light! I am sure that even her brown nosers have their orders messed up. Jim Jones has a lot of followers and look where it left them. Heather would make a great policitian....promises that are never kept or just crap coming out of the mouth of "i'll do this...I'll do that" then it never happens.

I too think a lot of her colors that are LE's are repeated later or prior. I notice alot of the colors I got from here look pretty much the same. Ugghh. It's just awful she has gone down the toilet.