Flawed cancellation and return process
Post-Delivery FeedbackDec 7, 2025
I made an online purchase for several tarte bundles. I had been debating buying through Tik Tok shop or direct from tarte. It looked like I was going to get a better deal through tarte direct so I purchased that way. I then realized I would have gotten an additional 25% off through Tik Tok. At this point it had been 5-10 minutes since I placed the order. I tried to find a way to cancel my order, but couldn't and had to connect support. I asked about either a price match or cancellation. I tried to push for the price match or equivalent discount to avoid the hassle of possibly being double charged and having to wait for a refund. I was told the price match was not possible and cancellation was my best option. It was not explained to me that the cancellation was simply a request until approved later. I said to go ahead with the cancellation and then was told I'd have to wait for approval. However I was reassured that approval should be received within an hour. I never got the approval and the order shipped. I'm thankful I was able to return the products with the return fee waived, but this is what I was trying to avoid. I should've been able to cancel more easily when contacting support so quickly after placing the order. Additionally, I received the order from Tik Tok, and ask my correspondence about that order came directly from tarte. When I received the Tik Tok order I noticed it had shipped from the same facility. There should have been no reason not to price match that offer or find a way to discount the product to the same price to avoid all of this unnecessary hassle. The cancellation process is unnecessarily complicated and the built in delays in the process lead to unnecessary frustration in a situation that could have been easily resolved in multiple ways