Customer Service needs improvement
Post-Delivery FeedbackNov 8, 2025
I normally trust I will have no issues with my Tarte purchase. This time I did, and the resolution process was not great. I order a gift set of products the Lime Edit. It was a great value a looked so cute. When the order came, I only received 1 item in the set, the lip shift. Before ultimately having to call multiples times, I tried to use the online tools. The system said my order number was invalid for my email when I was staring right at the order number and my email. I called and first spoke to Daniel. It sounded like your customer service team is offshore. He was pleasant, but it took a bit to get him to understand the problem. He put me on hold to ask some questions, then came back and said he would send a replacement. GREAT! I was set to be happy. He said I would receive an email in a little bit and the call was ended. When I got the email, the wrong product, something else from my order was reordered! So, I had to call again. I spoke to I believe Steven this time. It was harder to get through to him so that he understood the problem. He again was pleasant, but there was a communication or understanding problem. He said he would cancel the wrong order and try to fix it, He couldn't. He said the system would not let him fix it again, so I had to reorder. It took a long time to have him understand how inopportune that was to me, from a price perspective. He said he would credit shipping once the order shipped and give me points back, I did NOT want points back, because that means I would have to place another order to get something on sale and would pay full price for this item. In the end he did end up, I hope, crediting me the wrong product order, the shipping for the new order, and an amount to cover the original discount. That said, this all took WAY TOO MUCH of MY TIME, for two mistakes that were not my fault. Now I still have to hope I get the right thing this time and that all of the promises about credits etc. actually happen. This was not a great customer service experience; I love your products and rewards program. I buy gifts yearlong for myself, friends, and family, but was not pleased this time. It was not an easy process for me to recover from your team's mistakes and your system failure.