Sunday, 19 April 2009

Cherry Culture Customer Service – HEINOUS!

Just got a package I ordered from Cherryculture, and boy, am I PISSED! This is the culmination of an impossibly LONG series of screw-ups with the site and its customer service.

Oddly enough, the first two orders I placed with them were more or less fine – it was only the past two orders that have been totally irritating me. It all started with an order they mis-shipped to SWITZERLAND (of all places!). I was initially impressed by the fact they let me know in advance, and offered to send a replacement package…but said package never arrived, and I never heard from them after that.

After sending them repeated emails, they didn’t bother to reply my email, and instead just sent me a gift card notification for the value of my missing order. WTF? That’s considered “customer service”?? Better yet, since all the items I had ordered were making use of a 20% discount on the site, that would have meant added expense on my part, not to mention time to replace the order for something that THEY screwed up. I had emailed them to say I would have preferred a replacement order rather than a gift card, but they never responded. If that is their idea of customer service, they FAIL!!

Anyway, there was no way I was going to give them free money by wasting the value of the gift card (since they had already charged it to my credit card!), so when a similar promotion came up, I had to reorder everything. And they didn’t have a lot of the stuff I wanted either!

This is the second time they have gotten the address wrong! I clearly specified that the package was to be sent to a FRIEND and gave that address…and they STILL addressed it to ME (as a gift!) but to my friend’s address…wtf?? And what the hell is returned goods??

One of the items that I ordered was apparently out of stock, but rather than inform me or refund my money, they probably saw it fit to REPLACE it with another item – just because it was the same shade?!? Hello? People buy these items for a REASON! Just because it is the same shade on the inside doesn’t mean you are allowed to do that! I can understand the replacement if it was a free gift, but for something that I have PAID FOR, this is unacceptable!

The total number of items I bought – and if I thought the problems ended with the arrival of the package, I was mistaken…there were even MORE problems!

Odd that ONE item would arrive in such a bad shape – usually I have had items arrive cracked, but never in this condition…

It was completely shattered…how could this have happened when nothing else in the package was in this condition?

Better yet, this item totally pissed me off – even shrink-wrapped, the pan was already out of place! Is there no quality control at this place before items are shipped off?? And before you tell me that it could have happened during shipping, let me show you the other part…

Is it common practice to send almost expired stuff? I would have been fine if they had given clear warning on the site during ordering, but no…you send stuff that’s merely TWO MONTHS away from expiry?? What, you thought it was perfectly fine to foist off old stuff on customers?


I’m so going to write a scathing letter to the people running this company – I know it’s cheap and all, but this abysmal level of service and product quality is way too bad. Seriously, if this had been an order in the US, I can guarantee you consumer rights people would have been up in arms already!

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39 Comments:

At 10:44 pm, April 19, 2009 , Blogger 心。葵 @ plue said...

omg omg omg!

that is insanely horrible! how can they do that!

gah! i just hate bad service, whether i paid really alot of money or very little money. Decent customer service also cannot offer then might as well stop doing business. >_< sigh.

 
At 12:07 am, April 20, 2009 , Anonymous kittenpaws215 said...

Wow. Cherry culture is something! I'm upset just reading your story.

 
At 6:16 am, April 20, 2009 , Blogger melian22 said...

I'm sorry you had such a bad experience ordering with them. They should definitely do something about it! At least offer you replacements for the broken items or some sort of compensation. :(

 
At 9:44 am, April 20, 2009 , Anonymous Paris B said...

Yikes! That's it! End it now! Which means we find another source for NYX :)

 
At 10:51 am, April 20, 2009 , Anonymous prettybeautiful said...

wah this totally sucked! they just screwed themselves up

 
At 11:52 am, April 20, 2009 , Blogger Askmewhats said...

Bee, I am so sorry you have to go through all these! I am glad they don't ship to the Philippines anymore at least I didn't bother to order when they have their sale. God! I hope they fix this ASAP!!! that's what I don't like companies that are getting more and more customers, the customer service is definitely GOING "BLANK" I guess they use their "customer service" to work double time wrapping the stuffs you ordered? But on second thought, it wasn't even wrapped nicely for it to be shattered like that.. and super BOOOOO for the almost expired product! So sorry you have to go through all this Bee!!!

 
At 2:44 pm, April 20, 2009 , Blogger kyliemc said...

oh gosh..this is totally unacceptable..making mistakes n then replaced them with items that they wanna get rid of... what a let down...

 
At 3:18 pm, April 20, 2009 , Anonymous Traclyn Yeoh said...

it's the deadliest shipping ever.
cracked and broken could happen but they could have prevented it by stuffing sponges to keep the items tight and secure.
now they have almost expire stuff for you? that's crazy!
there was once, i've gotten mineral samples in tube that is broken. inform them and again broken. now can't be bothered to buy from them anymore.

im deeply sorry to what had happen. maybe complaint to them and see if they could send you new ones?

 
At 3:18 pm, April 20, 2009 , Anonymous Sue said...

omg! this is crazy! expired products are seriously unacceptable.. -_-

 
At 11:20 pm, April 20, 2009 , Blogger Pomme said...

Babe, email them the link to this post, seriously they should compensate you ASAP. What they did was sucky man... suckkkky...

 
At 12:35 am, April 21, 2009 , Blogger Connie De Alwis said...

aiyoh.... truly horrible! and to think I still have 5 bucks store credit with CC!! >.< *sighs*

 
At 10:57 am, April 21, 2009 , Blogger RR said...

They are just waiting for the brand to go down the longkong.....

 
At 2:43 pm, April 21, 2009 , Blogger Pomme said...

I wonder .. if they are using inmates to do their dirty job. Seriously, alot of US companies go through that system of using inmates to answer calls la, take credit card numbers.. googled horror stories wei...

 
At 6:52 pm, April 21, 2009 , Blogger LyNn said...

good post.
they deserve your complaint!
unacceptable!

 
At 6:07 am, April 22, 2009 , Anonymous Tine said...

Woah, that's unacceptable. Yes yes complain to them kau kau with pictures and all that.

Do keep us posted on how it goes, yeah?

 
At 9:05 am, April 26, 2009 , Blogger Kaoru said...

If that's from an US company, the expiration would be 09-06-09 month, day, year. It won't expire until September (but that's not a really long time from now, anyway).

Still, that's horrible customer service. I'm dealing with the same thing right now from another company, and it's infuriating!

Good luck!

 
At 8:06 pm, April 28, 2009 , Blogger beetrice said...

plue: I agree with you – a lot or a little, the customer service should be at least decent!

kittenpaws215: It was just seriously upsetting…there was such anticipation opening the package, and then I saw the damage and the changes…such a letdown…

melian22: I’ve already written back to them and gotten a reply – will post about it soon!

paris_b: Aye to that!

prettybeautiful: that’s quite true…just more reasons NOT to shop at cherry culture.

askmewhats: thanks dearie…I’ve been hearing some not-so-good news on their customer service, and even more so after this fiasco…suffice to say I’ll have to think twice about using them again after this!

kyliemc: you said it! Just because it’s expiring, they foist it off without a second thought…what the heck leh…

traclyn yeoh: they stuffed a lot of styrofoam inside the package, but I suspect that it may have already been cracked when they put it in since there was powder all over the inside of the bubble wrap. the expired stuff really no excuse lor…sigh…

sue: exactly! I hope the cherry culture people are reading this!

pomme: I did! At least this time they replied my email, even if I didn’t quite agree with their explanation. Will post that up soon!

connie: LOL…I have a lot more than that, and I’m just thinking of using it all up and saying goodbye to them.

RR: and then what? Cherry culture on 95% sale? LOL…

pomme: no idea la babe…but yes, I’ve heard of that too – scary thought of giving credit card numbers out to someone in prison…

lynn: thanks, I just wish it didn’t have to come to this point in order for them to respond though…

tine: already done! Will be updating real soon… :)

kaoru: hmm…could be the case. :) but as you said, Sept is not that far off (when was the last time you managed to polish off an eyeshadow in less than 6 months?) good luck with your CS case too!

 
At 1:01 pm, May 23, 2009 , Blogger serenity. said...

Hi Beatrice,

I was just googling "problems with cherry culture" and randomly came across your post but I totally understand how you felt. I waited close to THREE weeks before they sent me confirmation that my order shipped, and then they left out my suite number at work so the package got sent ALL THE WAY BACK TO THEM. i emailed them, and all they told me was to call USPS and get them to reroute my package. USPS said they absolutely cannot do that, so I emailed CC AGAIN and they told me I'd just have to wait until they get the package back and they'll send it out after confirming my address and adding 12 dollars re-shipping fee. WTF! The mistake was made on their end and they're charging me for it?! I called them and asked to speak to the person in charge and the lady said that she WAS the person in charge? I'm thinking there are only a few people working at that damn place or the CS just do whatever the hell they want. I'm never ordering from them again.

 
At 11:07 pm, June 16, 2009 , Anonymous Anonymous said...

I, as above, was searching for Cherry Culture complaints to make sure I wasn't isolated (Ive heard a few others but ya know how that goes...)

I'm a day away from opening a Better Business Bureau (if I could spell) Claim with them.

The refused my return, coded it wrong so that no other reps could understand what was going on AND failed to return some of my items to me. Plus they don't return emails. They suck and Im bound to let ppl know. Love this though.

 
At 4:30 am, December 30, 2009 , Anonymous Anonymous said...

Ahhh, I'm so sorry to hear that! I just received my Cherry Culture order and they substituted the 'Champagne' NYX single eyeshadow for a similar color, 'Golden'. I emailed them yesterday and haven't received a response yet, I'll wait until tomorrow and then give them a call at their 1-800 number. I'm quite dissapointed! I'm half-expecting the customer service rep to give me attitude or bad news that I'll have to send it back and pay shipping out of my own pocket just to fix their screw-up! I Google'd to see if others have had bad experiences too and found your review. I'm absolutely appalled that they gave you broken items, almost expired stuff and ripped you off. Sigh, this type of service makes me think that getting things on e Bay would be way less stressful! Anyway, everyone check out this website for NYX items which I found as I was Googling (copy/paste the link and remove the spacing): www. Nonpareilboutique. com . Cheers everyone!

 
At 8:06 pm, April 02, 2010 , Blogger Kristine said...

Sorry I know this post is a year old but I HAVE to rant about this issue with CherryCulture and USPS.

I ordered a NYX lippy from the site cause well.. I love sales. Unfortunately shipping was more but I was thinkin oh what the hell its fine. It was processed, got the tracking #, and seen my order was being passed back and forth from Los Angeles to Las Vegas (where I'm at) and so forth and then having my order getting returned to them because it was 'undeliverable as addressed'. A few emails to customer service and sending them a link via google maps that my address IS legit (cause I'll be damned if they give me credit for a item that was less than the shipping itself) and they resolved it, resent it, and that was that. Next thing I know, the same bs happened again.. And this time the item didn't make it to the post office in my location but to a post office way on the other side of town. Idk who to get pissed off more at.. Cherry Culture or USPS. I'm pretty fkn irritated.

 
At 2:28 pm, May 15, 2010 , Anonymous Tegan said...

I was just about to buy some NYX from Cherry Culture but decided to google reviews really quick to make sure it was legit, since like everyyy Youtube reviewer has had positive reviews. This was the first entry to come up and I don't mind the lost packaging or even broken because I've worked in online sales and it happens...but the almost expired stuff is disgusting and I will definitely NOT be purchasing from Cherryculture. Thank you for posting this!

 
At 10:22 pm, May 18, 2010 , Anonymous Anonymous said...

Omg I ordered my stuff 11 days ago and its STILL on the other side of the country!. I really hope the stuff I get isn't broken or almost expired. They may have cheap prices but that doesn't mean crap if EVERYTHING else they do it wrong. I'm with you, they are horrible and look I haven't even received my package yet.
http://www.nonpareilboutique.com/

Check out that site they seem to carry some of the same stuff for the same price if not cheaper. :)

 
At 4:48 pm, February 11, 2011 , Anonymous Anonymous said...

So did anyone get their orders? How can these "people" still be in business? I have been waiting 7 weeks for my order and all they can say is that customs has. Okay why would customs be interested in a package of makeup and how come other orders from reliable merchants came within a week of placing an order. Are these guys a scam or what?

 
At 10:22 pm, April 21, 2011 , Blogger HoldACurl said...

THEY SCAMMED ME ENTIRELY!! for 104 dollars!! I was trying to save money so I chose the least expensive shipping method.. my package DID NOT arrive when I contacted them, they told me they sent it and have no control over it now.. I was like where's the proof of it EVER being sent? :( To add insult to injury they did not even address me by my name which was signed at the end of my e-mail they said "Dear Customer" as though is was just some bulk e-mail they send to EVERYONE!!! DO NOT BUY FROM CHERRYCULTURE!!!

 
At 10:58 am, May 01, 2011 , Blogger Dr Shivani Sud Thakur said...

OMGGGGGGG....the same thing has happened to me like holdacurl...they do write dear customer.and its more than 21 days my package hasnt arrived(am in india)
but now after this am scaredthat even if it arrives the products wiill be expired or damaged...
wish i had never ordered from them......:(((((((((

 
At 7:44 am, August 12, 2011 , Anonymous Anonymous said...

I first ordered from them a few months ago and my delivery came fine. I am in Australia and 2 days after I ordered it was shipped, and it arrived 9 days after that. I was happy and we can't get prices like that here so I made a second, bigger order. This time it was shipped 4 days after I ordered, and is yet to arrive. That was 18 days ago. It's really annoying, since they said it was shipped... it doesn't take that long for anything else to arrive from the US. Now I'm worried if it will arrive at all, and really worried about having to deal with their shocking customer service if something goes wrong. Even if my delivery arrives soon, unbroken, this will be the last time I shop there. It's not worth the stress! I hope everyone who has been screwed over has had a bit more luck with them since.

 
At 7:53 am, August 12, 2011 , Anonymous Anonymous said...

OMGG I wish I read your post before I ordered. I ordered a few NYX lip glosses and two months later,still didn't get the package (I live in Toronto,CA) I got charged for the package and shipping. I emailed them about it and they sent me a store credit of the amount of my order but not the shipping!! Bullshit!! They said it was not delivered for 'undeliverable or unclaimed reasons' They won't give me a full refund because it was a 'returned' order. I did NOT return it.
They SUCKKKKKKKKKKKKKKK!! DO NOT ORDER FROM CHERRY CULTURE!! STAY AWAY!

 
At 8:02 pm, September 06, 2011 , Blogger maqNme said...

@Anonymous from australia, OMG the same thing has happened to me. I placed the order on the 15th August only to be shipped 4 days later and when I contacted them I was told to wait 7-14days and its been day approx day 12 since shipping. I'm thinking WTF? They charged my credit card on day of purchase but wait 4 days for shipment?

 
At 7:31 am, October 22, 2011 , Anonymous Hartono P said...

Cherry Culture is Suck.

I placed order on 08.15.2011 for 1.120.73 USD. Order number 233902.

They send me 2 boxes. But they just give me 1 tracking number instead of 2.

I received the first box but the second box never arrived.

I tried to contact their customer service, they said that they are on my custom.

I called the post office in my city, but they said no package with that tracking number.

Now it's 22 October 2011. There's still no news about my second box.

It's really horrible. The second box worth up to 900 USD!!!

 
At 11:23 pm, February 05, 2012 , Blogger abc said...

Wish i read this post earlier. i bought 80$ worth stuff way back in Nov 2011. I didn't buy insurance. never had a bad experience before. as shipping to india was already high i skipped out on that. HUGE mistake !!

now, no one replies to emails. i am not given any remedy. anyone has any suggestions for my situation?

i feel cheated and discarded. there ought to something i can do to fight this outrageous behavior. please help anyone

 
At 10:24 am, February 06, 2012 , Blogger beetrice said...

serenity: so sorry to hear of your experience with them as well - I've not ordered anything from them since, despite the discounts. it's not worth the hassle!

anonymous: did you manage to get your claim in the end? do let me know if you did!

anonymous: thanks for the link, and it's a terrible thing that they just replaced similar colours without telling you!

kristine: I never had problems with USPS but have had multiple run-ins with CC, so in my case I would have to blame CC. :S

tegan: glad you found the post useful - there are hundreds of people with similar experiences with CC. I wouldn't have minded so much if they had rectified the errors promptly and apologised, but ignoring customers and having this happen regularly is NOT cool.

holdacurl: my reply email said "hi" and that's it, plus in subsequent emails they misspelled my name..sigh!

shivani: oh dear...I hope your box arrived safely!

anonymous: I hope your second box arrived safely - and agree, the discounts are not worth the hassle!

anonymous: seems to be the modus operandi for them to claim it was the customer's fault, maybe you should take it up with your local consumer rights group?

hartono: you bought USD900 worth of items? oh dear...please do bug them until they do something about it - you can track the number online and CC should be able to give you the documentation.

abc: write in to their customer service again - I had to drop them a few emails before they would respond. seems that a LOT of people are having issues with their orders! good luck, I hope you manage to resolve it!

 
At 10:49 am, March 02, 2012 , Anonymous Anonymous said...

I have placed an order from them using my credit card, currently it's still under "REVIEW" they asked for my I.D but I'm not comfortable sending it in but they've already taken the funds out of my account.It has been 2 weeks, I've called, emailed and left multiple messages but can't get through and I haven't heard anything from them yet. How can they take funds out from my account but not send me my order?? Has anyone been able to get a hold of their customer service? If so please let me know how. Thanks

 
At 11:14 am, March 02, 2012 , Blogger beetrice said...

anonymous: sorry you had to go through this - from experience, it takes multiple emails before their customer service will respond to you, although not necessarily in writing. mine took about 2 weeks of constant hounding before they reacted, however they just sent me store credit for my order, and I never heard from the customer service people.

 
At 9:23 am, May 04, 2012 , Anonymous Anonymous said...

I ordered a some stuff in December (around u$50 worth) and still haven't received anything, almost 5 months later (im in Brazil). I was able to contact them on email, first they told me there was nothing they could do. A couple of months later they said USPS confirmed the package was at my local customs. There is nothing on the local customs nor the post, nothing has been received. How can I know it even left the country? I think they have lied about USPS, and because of that I am suspicious that this whole thing is a scam. This is happening to too many people. I don't know what to do...

 
At 9:19 pm, June 16, 2012 , Blogger Wire Wrapped said...

I did my first order from Cherry Culture about a month and a half ago. It took 2 weeks to arrive and When I finally got it I noticed they sent me three of the wrong things as well as some chipped and dug into products within 5 minutes I contacted customer service which seemed friendly enough explained the situation gave serial numbers etc only to be told they would look into it and if It was found to be wrong I would receive the right products days later I was asked for photos of the products which I happily supplied then I was told that it was a manufacturers error and another week and a half later given store credit even though they were at fault and said they would send the correct items >.< and To be honest I don't even want to use the credit and pay the 5.99 shipping again to be let down lol

 
At 12:37 pm, September 04, 2012 , Blogger akfin said...

i truly truly agreee n sympathise with u as i m also going thru the same period. I placed my order wit them on 30th july n i m stillll waiting for my package, now its 4 sept. Their reply si insufficient, i m worried, i dont kno wheather i'l even getmy order or not. They r horrible people. I m not doing bussiness with them ever again

 
At 2:13 am, September 25, 2012 , Anonymous Candy said...

I was fairly lucky, but I will still never order from them again.

Took me 3 weeks to get about $50 worth of NYX eyeshadow pallets and lip glosses. None of it was broken and I didn't have any issues with stuff being the wrong item, but 3 weeks is entirely too long to wait for an order.

 
At 9:23 pm, May 07, 2013 , Blogger catmomo said...

Oh no! I just recently placed an order with them... wish I read your post earlier. It's been two days and my order is still 'in progress'. I'm worried, but I hope they can redeem themselves.

 

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