ComplaintsforHaus Labs by Lady Gaga

• Initial Complaint

  09/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ***** ********* September 11, 2024 at 4:34AM Please cancel this order immediately. It was deceptive on price From: Haus Labs by Lady Gaga <************************************************************>Sent: Tuesday, September 10, 2024 4:32 PM To: ************************ <************************>Subject: Your Order #****** Is Confirmed this is advertised as a sample set that the consumer pays 5.95 for the shipping. However this is very deceptive that once its ordered, and unless you buy a full bottle you are charged an additional *****. As soon as I realized that I wrote and requested to cancel it-I was told the order couldn't be cancelled, and to wait until the order arrived. When the order arrived I promptly wrote again to say Id return it it was unopened and unused, once again, I could do that either. So I got tricked into thinking I was only spending 5.95, then all the other charges come afterwards and I cannot return.This is deceptive marketing and very dishonest. Additionally, a bully tactic to order more from the company

  

  Business response

  09/24/2024

  Thank you for providing your feedback on your Discovery Set experience. We are sorry to hear that you feel this way. 
  
  It was important to us to make every effort to provide as much detail as possible regarding the Discovery Set, the trial, and how it works - both in the details on the Discovery Set page and throughout the checkout process. However, since orders begin processing immediately after checkout (within seconds), we do not have the ability to change or cancel your order after it is placed, even at the time of your email. This includes changing the delivery option, shipping address, items in the order, or payment method.
  
  Additionally, it is outlined upon checkout and within our Discovery Set FAQ's page that the Discovery Set is final sale + cannot be canceled or returned. 

  Customer response

  09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** "*****" ******-*******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received my order on 6/03/2024. The product is not hydrating enough for my dry skin. When I purchased I said I have dry skin. The foundation is suppose to be good for my skin and it is not. The shade is also too light. I emailed them right away and I can't get a reply. There is no return portal either and the phone number is fake. I am very upset. The website said all these things would be 100% fulfilled. Please help

  

  Business response

  06/13/2024

  Hi, 

  We are so sorry to hear that our Foundation didn't work out for you! Unfortunately we are not seeing any previous emails from you to our customer service inbox at *********************************** and that is why you have not heard from us. To submit a return, please go to *************************************************. From there you are able to submit your return in a few easy steps - we offer free returns within 60 days of purchase.

  Please reach out to ********************************** should you need anything further at all, we are here for you. 

  Kindly,
  Elin

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received ******************** about April 20, 2024. I immediately saw it was wrong shade for me, so initiated a return on their "return portal". An automated popup showed my order and said it was not eligible for return. What?! I supposedly have 60 days to return their product. I then emailed their support link several times, received a canned email saying they would get to back to me, but I still have not received a response 2 weeks later. I emailed them again today, for what it's worth. There is no address on website to return products, and very little information except a link to their useless portal. I just want to be able to return this foundation to them and get my money back. Never in my many years have I encountered such bad customer care.

  

  Business response

  05/13/2024

  Hi, 

  After receiving an email from the customer letting us know that they had issues going through the returns portal, we helped to complete the return for them and issued a full refund right away - no physical return needed. Customer was confirmed refunded on 5/9/2024. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased items from *********, I received a package however it did not contain my items purchased. It contained 1 bottle of foundation that was incorrect and no other items. The only way to contact haus labs support is via email. I have sent 3 over the last month with no response other than an automated which states Ill receive a response within 1-2 business days. I still do not have the items I purchased and paid for nor can I receive a refund because there is no response from their customer service department. This is theft.

  

  Business response

  05/08/2024

  **************** responded to the email where customer contacted us 6 days after email as received - unfortunately we were slightly behind on response times. We sent a replacement order with express shipping that was delivered on 5/2. After we confirmed with the customer that we sent them an expedited replacemtn - we have not heard back from the customer and are making the conclusion that the replacement package arrived alright. 

  Customer response

  05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The lipstick arrived damaged and they do not respond to emails not is there a phone number to call.

  

  Business response

  03/18/2024

  Customer was replied to on March 13th, and a replacement order was set up for them last week, which should be shipping out end of day today (3/18) or tomorrow.

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Id like to start off my complaint by saying that ********* customer service is THE worst, most unresponsive I have ever experienced and I regret purchasing directly through their website because of it. Getting any sort of response from them has been like pulling teeth and I am so beyond frustrated. On 11/26/23 I placed an order for their ******************* and a concealer trial set. The shipment process was not smooth by any means (my order took two weeks to ship and was delivered in two parts, zero communication that the foundation shipment was delayed and customer service was wholly unresponsive throughout). Once the rest of my order finally was delivered on 12/16/23 I discovered that the foundation would not work out for me, it just did not look good on my skin. Despite their 100% shadematch guarantee, free shipping, returns, and exchanges when I went on the website to start the return process, I was met with a screen that said my item was not eligible for return. I reached out to customer service to request a refund on 12/18/23, explaining that it did not work for methen reached back out on 12/21/23 after getting no response then reached back out AGAIN on 12/22/23 after still not getting a response. Finally on 1/2/24 I was contacted and told that a return for my foundation had been initiated but upon viewing the return, it appears that I will be receiving a $0 refund. I reached out again to customer service on 1/5/24 but of course have yet to hear a single thing back as to why I am being denied my money back despite their guarantee. I am beyond frustrated. This is so unprofessional and is really unacceptable for such a large company to be operating this way, keeping their customers in the dark like this. I will absolutely never be ordering from this website, or trying any of these products for that matter, ever again.

  

  Business response

  01/17/2024

  We were unfortunately experiencing an unprecedented increase in contact volume, causing delays in our responses. There was a human error by an agent when directing them towards which order number needed to have return initiated for, and for which we apologize. That was since corrected on 1/12 and customer has received their refund at that time.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent back the item I purchased and company will not get back to me after sending numerous emails and you can't reach anyone by phone. I would like my refund.

  

  Business response

  01/17/2024

  Customer did not go through the proper process for returns, as stated in our Return Policy, and as such it was never received at the address where returns are inspected and processed. As a courtesy however we issued a refund to the customer on Jan 8, ****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I ordered three items during thanksgiving on 11/25 and order number is ******. Received a delivery from ********* on 12/5 but it was not the items I ordered. I had ordered three of their Atomic Shake lipsticks in shades *******************, Sepia Shine and Rosewood Shine. The delivery I got included a foundation and eyeliner instead. I have attached screenshots of the lipsticks taken from their website and a photo of the wrong order I received instead. I reached out to ********* on the same day as delivery on 12/5 letting them know of error and requested they please send me the correct order. I got an automated response that I would receive a response in 4-5 business days. After 5th business day I still hadnt heard back. I emailed back asking for refund instead of them sending me the right products as I dont trust them to send the right thing anymore. Its been 8 business days at time of writing complaint and no response still to any of my emails. Id like to be refunded the the amount paid for the unfulfilled order. And also requesting instructions on what to do with the incorrect order items I received. They are unopened. Should I throw them away or give them away? If ********* wants them back as they are unopened then they should provide a prepaid shipping label in addition to the refund. The funny thing is I got an email on December 14 asking me to rate the products I never received but didnt get a respond to my complaint.

  

  Business response

  12/28/2023

  Customer received a response from us the morning of 12/18 a@ 7:24 am PST, and submitted complaint the same day. We offered to send replacement of correct items, they declined and asked for refund. We honored their request for refund at 2:04pm PST that same day, and instructed them to keep the incorrect items they received on us, or could gift to a friend.

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I need a different color foundation from ********** They indicate that if not satisfied with the results they have a Shade Match guarantee that you may contact them by email for an exchange if less than 60 days of purchase. I emailed them 12/5 and I received an automated email stating 4-5 days response and please do not send multiple emails. As of today, I have not received any response.

  

  Business response

  12/28/2023

  We are unfortunately continuing to experience an extremely high email volume (abnormally so). We responded to customer on 12/20, and also mentioned that it looked like they had already initiated their exchange through our self-service portal on our Return Policy page on our site by that time.
  

  We did let customer know that if their new shade ended up not being a good fit, we were happy to help them do an additional exchange, and we never heard anything else from them after we replied.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to resolve an issue with my order since I received it on November 21st. I immediately reached out via email to the company explaining the issue and I received an auto reply stating it would take 4-5 days for a formal response. I waited, and still no response. I have since reached out two more times via email, and once on their Instagram social media page where they said they would forward my information to customer service but then did not read my response or info, therefor they obviously did not follow through with that either. *** since tried to go online to their return portal and initiate the return myself but when I selected that the one item was damaged it stated it couldnt be returned. There is no way to edit or change the selection so now that product is unable to be shipped back. All I want to do at this point is be able to send back the 3 items and receive a refund for the money spent ($57.60 plus tax) but no one will get back to me. Im including screen shots of my attempts to contact as well as my receipt of purchase..someone please help fix this situation!

  

  Business response

  12/13/2023

  We are unfortunately experiencing an exceptionally high email volume, and before we could reply and offer other options, customer followed up to state no longer interested in keeping anything, at which point appears customer was having issues with our self-service returns portal./
  
  We have since replied to customer and reset their order in our returns portal so that they may proceed with initiating a return and receiving their prepaid return label

*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. ↩