Ellie
Post-Delivery FeedbackNov 29, 2025
I had a very frustrating experience purchasing tarte products from my mobile phone and the user ability of the tarte website. I bought a mascara bundle because I really needed to replenish my tubing mascara and it also came with the “fake awake” and primer which I was excited to try. I placed my order and then realized that I had tarte reward points I could use to redeem more stuff. I swear by tarte eyebrow big ego sketch and set, so I added that into my bag, and it said I get a free gift. It added an $8 thing of maracuja juicy lip plump in primrose color to my cart. I was excited about my free gift, so I checked out and then at some point after I placed my order, noticed that the free gift must have disappeared from my cart for some reason because it was not in my order history. I contacted tarte about this because I was upset, and they explained that I didn’t meet the minimum purchase requirement of two items, but why was the free gift added to my cart then when I only had 1 item? It was misleading and I think perhaps the system was having a glitch. I did make two purchases (the mascara and eyebrow set) in the same day within a couple of hours of each other. If I had realized sooner that I could redeem reward points, I would have just placed one order. It was just a frustrating experience. I also tried to call the tarte customer service line twice (it rang and someone answered) so I started talking, and both times I got hung up on or the phone line disconnected. I also think the tarte mobile website is not very good because I didn’t even see the eyebrow pencils, so it was sort of out of sight out of mind. When I did my second purchase using my reward points— I logged onto my laptop. Again, the website was glitchy and it was not the most user friendly. For a company that’s as well known as tarte, you’d think the website and mobile application would be superior. Also the customer service really just did not meet my expectations. The one suggestion was to possibly return/cancel my order to place a new order (so I could get the free gift), but they should have just been able to add the free gift to my existing orders. It’s transaction hell trying to cancel and return—who wants to be bothered with jumping through all those hoops? That’s poor customer service and a bad suggestion to inconvenience a loyal customer like that. All in all, I’m fairly disappointed and dissatisfied in my experience.