ABH Cosmetics レビュー 

Excellent customer service they were happy to solve my query straight away and had swift responses. They have a fantastic team!

Ordered on 27th of February on their UK site. Since there is written that usually they dispatch in 2-3 working days and one week later my order status appears to be still on the "being processed" phase, I got in touch with their customer service asking when they would suppose to dispatch my order and I only got back vague answers. Here is the conversation with them:

Q:[Date: 04 March 2019 10:33:22 GMT Hello,
thanks for answering. I've checked on your website and the order i placed on february 27th still appears being processed. How long do you think this will take to be shippend.
Thanks again for cooperation
Regards, Claudia]

A: [Date: lunedì 4 marzo 2019 14:43 Dear Ms Valenti,
Thank you for contacting Anastasia Beverly Hills. We would like to apologise for the delay in your order. As stated on our website the shipping window is subject to change due to increased order volume. Once your order has been shipped you will recieve an order confirmation email. We thank you for your patience and do apologise again for the inconvenience caused. If you have any further questions or concerns, please feel free to contact us at ... You can also call us at 0808 2083271 (Free landline) or +44 0 207 650 5303 (Calling from outside of the UK), Monday through Friday between the hours of 8:30 to 17:30 GMT. We will be happy to assist you in any way that we can.
Kirsty]

Q: [Date: 05 March 2019 12:08:21 GMT Hello,
thanks for getting back in touch. I understand there may take some extra time because of the reasons you explained, anyway it's a bit disappointing since this is not specified anywhere at the moment of purchasing. It would become really annoying - for instance - in case the order contains a gift and it would not arrive in time. At least I would be pleased to know the approximate timings. Regards
Claudia]

A: [Date: mar 05/03/2019 15:07 Dear Ms Valenti, Thank you for contacting Anastasia Beverly Hills.We would like to apologise for the inconveniences caused by this, as advertised on our product page, the shipping window for this item is subject to change due to increased order volume. If you have any further questions or concerns, please feel free to contact us at ... You can also call us at 0808 2083271 (Free landline) or +44 0 207 650 5303 (Calling from outside of the UK), Monday through Friday between the hours of 8:30 AM to 5:30 PM. We will be happy to assist you in any way that we can.
Daniel - Anastasiabeverlyhills.co.uk Customer Care]

They apparently are unable to answer without using pre-compiled sentences and this is not just disappointing to me, but I frankly feel like they're making fun of me, because answering like this is same thing of not answering at all. Plus when I placed my order it was stated anywhere about the delays in their website.

My bad I didn't check these reviews before I placed an order (otherwise I wouldn't have purchased) but I stupidly thought that such a serious and professional brand could provide a trustworthy customer service. I was clearly wrong.
Never again.

Wonderful products but shockingly bad customer service.
Amongst other things I ordered an ABH Haul of Fame eyeshadow vault during their Black Friday promotion.
I received the items and unfortunately the Modern Renaissance eyeshadow palette within one of the vaults was damaged.
I contacted them via their website immediately, explaining that the item was ordered as a special Christmas gift for my daughter and requested to return the damaged palette and have it replaced individually as returning the entire vault was not viable due to the item selling out within minutes and ABH therfore having no stock to replace the entire product.
I received no reply whatsoever.
I contacted them again exactly one week later explaining the situation once more and requested the same resolution, again I received no reply.
The website states that after filling in the online contact form they will contact you with 24-48 hours, 6 weeks later I am still waiting.
I had to withhold the gift, which was disappointing to say the least, and explain to my daughter after Christmas that despite spending a LOT of money on these products Anastasia Beverley Hills do not value their customers enough to address their problems nor even respond to their contact.
These may be "premium" products but unfortunately the customer service received, is far from 1st class, or is in fact non existent.
I have now had to open a PayPal dispute with the company which will no doubt have a less than satisfactory outcome as they will likely expect me to return the whole vault which being limited edition is not an option.
Therfore what am I to do ?
Purchase another Modern Renaissance palette which is undamaged to replace the damaged item at considerable additional expense to myself ?
I find this completely unacceptable and considering the brands reputation and obvious profit margins considering their popularity, find it all the more alarming that so little attention to detail is forthcoming from them.
The item I received was obviously damaged prior to shipping as the vault itself was packaged very well and no other items in my order received any damage whatsoever. Furthermore, the fact that it was only one pan that was affected from the 14 different palettes I ordered also suggests that it was simply a manufacturing issue with this individual item but this failed to be picked up by quality control before despatch.
Being that the item was limited edition and therfore a special purchase I would have expected better attention to detail.
I have bought a lot of expensive cosmetics and skincare from a lot of prestigious brands and have received better customer service from smaller independent brands than I have ABH.
I would love to recommend them enthusiastically, but unfortunately I can't.
I have no complaints regarding the products (other than the damage), the ordering process via their website, the delivery, nor the packaging, which was impressive on the vault itself and individually the packaging on their products I find personally very beautiful, however I wish that the customer service was on par with the actual items.
Unfortunately I will not order from Anastasia Berverly Hills again as it has been an extremely disappointing experience not just for myself but for my daughter who has been unable to enjoy her gift as I am still waiting to see if the damaged item will be replaced or refunded in order for me to repurchase it for her.
All in all a very disheartening experience and one that I certainly would not want to repeat.

** WOW **
Didn't think it could get much worse. EDITED to add that after the reply below I contacted the company via the supplied email address.
Their reply ????
Absolutely no response regarding my damaged item or return / replacement of said item, they simply offered a 10% discount code on a future purchase !!
Therfore I am STILL left with an unusable £43 eyeshadow palette from a £92 special edition set which is now incomplete.

Absolutely shocking behaviour and total disrespect toward the customers that keep them in business.
AVOID AT ALL COST !!!

absolutely terrible customer service. bought a product on dec 18th, was shipped on dec 20th, and never delivered. still no word from ABH after 2 emails, phone call, and instagram DM. i have lost all hope of even getting my product and will be looking for my money back.

if there is no remediation of this situation, i WILL not be buying from them again.

Unfortunately anastasia Beverley hills
I tried to contact the email you gave me with absolutely no response so what do you suggest now?

Absolutely awful. Ordered items in the Black Friday sale with express next day delivery - 2 eyeshadow palettes and they finally arrived today after 5 chasing calls - both damaged. Called customer services again and they said they will replace the items within 2-3 working days but I have no trust in them whatsoever. I was told I had been sent an email confirming this, but I haven't had anything come through. It's just an awful awful service and there's no communication from ABH or UPS. You're told to email their order address but no one ever replies to you. Please save yourself the stress and order from Cult or Beauty Bay as they have much better service levels.

I bought them on november the 25th. I haven’t received it yet.
It should be send to Spain. Checking DHL and Anastasias website it is lost in Belgium since 27/11/18.

I sent them an email - orders(at)anastasiabeverlyhills.co.uk
4 days ago and I received an automatic answer saying that they was going to tell me something within 24 hours, but I had no answer. I wrote them once again 2 days ago and they haven't even answered me.

I've filled in the form in their website but it is returned "Undelivered Mail Returned to Sender" (several messages, different days)

It's incredible. I WANT AN ANSWER!!!

Fantastic customer service! They made a mistake by sending the wrong lip vault but the issue was rectified immediately. Very happy with the way they dealt with it all considering I'm a very impatient person 😘😘

Terrible experience, will never order from ABH again or use their products.
Such a dishonest and unprofessional company.

I made a large order during the Black Friday sale and filled out all my billing/shipping information correctly (also made 12 other orders during the same period with other companies, with the same information and had no issues at all!)

The day after my order was received ABH emailed me requesting that I called to verify my identification, this was on a Friday so I was unable to call until Monday morning where I provided all the necessary information (because apparently, they could not match my details? even though they were correct) and the customer service rep said that the order was now confirmed and I would receive tracking information the next day.

I then received an email the next day saying one of my items were out of stock, but the other items were going to be dispatched soon. Then the next day my entire order was cancelled?!

I have now called ABH more than 5 times and have spent hours on the phone/on hold speaking to the customer service team. No one has offered any solution/answer to this mess and the reason why my entire order was cancelled even though I had done everything they asked for and gone through all the verification steps necessary.
I spoke to the supervisor (Vanessa) yesterday and she said she would call me back with a solution, never heard back from her and this morning I was on hold for 30 minutes before someone hung up the line. This is so unprofessional and has seriously left a bad taste in my mouth.

I then called back and found out Vanessa is actually the supervisor, who is obviously incompetent/unequip for this position as she is dishonest and unable to actually provide any service to customers.

While ABH has great products, I will never order again from this website. The best that they could do was tell me to reorder all the products, even though I won't receive them in time for Christmas and I will likely need to go over this terrible ordeal again.

I have heard of other people having similar experiences so I think its best to stay far away from ordering directly through ABH and if you must, just go through Sephora or Ulta.

Never again.

I received a damaged eye-shadow palette so I contacted customer service.
I received a reply telling me they had sent another one to me.
I replied straight away asking why I wasnt asked if I wanted a replacement or a refund.I didnt want a replacement as this was for my daughters birthday and I had to go elsewhere and buy it when it arrived damaged and it would not have been here on time if I had got a replacement !
So this company actually made a decision for me !!!I
I messaged customer service straight back when they told me they had sent another to me and I asked them why they had made a decision for me and I asked them to send me a pre paid return label so I could sent it back when it arrived and have my money refunded......I am STILL waiting on a reply !...This is not good enough .Such a very simply thing to do....to ask a customer do they want a replacement or a refund......very poor customer service !!
UPDATE!.....I RECIEVED AN EMAIL FROM THIS COMPANY TELLING ME THE REPLACEMENT ITEM THAT I NEVER WANTED REPLACED BUT WAS NEVER GIVEN THE OPTION FOR A REPLACEMENT OR A REFUND HAD BEEN DISPATCHED AND THEY ACTUALLY WANTED ME TO PHONE THE COURIER AND ASK THEM TO SEND IT BACK TO THEM !..SO....AFTER RECIEVING A DAMAGED ITEM AND NOT BEEN GIVEN THE OPTION FOR A REPLACEMENT OR A REFUND THEY FURTHER INSULT ME BY ASKING ME TO PHONE THEIR COURIER TO SEND THE REPLACEMENT BACK !!!..THEN....WHEN I TOLD THEM HOW APPALLED I WAS...THEY ASKED ME TO REFUSE THE PARCEL SO IT WOULD BE SENT BACK AND THAT MEANT MAKING ME WAIT AND WAIT AND WAIT FOR MY MONEY BACK !.....A HUGE COMPANY LIKE THIS AFTER FAILING SO MISERABLY HAS MADE ME WAIT AND WAIT......AND...NOT ONCE DID I GET ANY APOLOGY FOR NOT BEING GIVEN THE OPTION OF A REFUND...THEY SIMPLY MADE A DECISION FOR ME AFTER RECIEVING A DAMAGED ITEM !!..SO TOTALLY UNPROFESSIONAL.... NO IDEA HOW TO TREAT THEIR CUSTOMERS WHEN THEY FAIL TO PROVIDE A SERVICE THAT THEY CLAIM TO PROVIDE....AN ABOLUTE SHAMBLES...BE VERY WARNED BEFORE YOU BUY FROM THIS COMPANY !!

UPDATE !!! TEN DAYS LATER AND ABH STILL HAVE NOT SORTED OUT THIS MESS!!!....THEY ACTUALL ASKED ME TWICE TO PHONE THEIR COMPANY TO STOP THE REPLACEMENT THEN THEY TOLD ME I WOULD BE CHARGED FOR RETURN POSTAGE AND HANDLING FEES AND IT WAS THEM WHO DIDNT GIVE ME THE OPTION OF A REFUND ! I AM WAITING ON A REPLY AFTER EMAILING THEM 3 TIMES OVER FIVE DAYS !!!..i HAVE NEVER EVER EXPERIENCED ANYTHING AS APPALLING AS THIS WHEN SIMPLY BUYING SOMETHING ONLINE !!

Bought two lip vaults in the Black Friday sale, waited all most two weeks and only received the light kit. Probably will only be offered a refund but I’m not impressed at all as I should have the product I paid for. They aren’t even attempting to fix the problem of the messed up orders and trying to dish out refunds instead. We just want the right orders. A lot of hassle for the £124 I spent.

Bonjour j'aimerais vraiment qu'un site professionnel comme le votre règle ce genre de soucis correctement.
A ce jour j'ai commandé 4 vault et 2 kit de Lipstick sur une première commande.
Et 4 vault sur une seconde commande.

A ce jour j'ai reçu 1 vault et apparemment 2 kit de Lipstick sont en cours de livraison.

J'ai été rembourser de 4 vault il y a quelques jours.

Il manque donc le remboursement de 3 vault.
Je ne comprend pas le manque de réponse et le manque d professionnalisme face à ce Genre de choses.

I ordered an eyeshadow palette in the Black Friday sale. The first time I tried, the site showed me a “critical error” and told me to try again. I received no order acknowledgement via email, so I did indeed try again and this time the order went through; and I received an order acknowledgement and “welcome” email (this is the first order I have placed with ABH). Later on Friday, I received two order processing emails so I immediately contacted the company to report the error. No one replied. I have been charged twice. Despite numerous emails and messages on social media, I have only just received a message back from them - FIVE days after my original email. It is an entirely unacceptable generic “Dear Customer” response which does not address any of the points I raised and simply says “we can’t cancel orders when you have changed your mind”. Clearly no one read what I wrote, or they simply don’t care. First and last order for me. I work for a cosmetics company myself, we would be ashamed to offer this level of “service”.

WORST CUSTOMER SERVICE EVER!!!!!!!!!!

I placed an order on 29-09 and fastly noticed that i did not fill my house number. Tried to contact Customer service 3 times and was advised to contact DHL after the orders been shipped. I did that, and DHL noticed the problem, but told me that I had to contact the sender.

I tried to contact ANASTASIA BEVERLY HILLs again, but the international number does not work and when i fill online form, people only send me automatic and random answers that do not solve my problem AT ALL!!

Who is running this company?

Maybe stop spending so much time on Instagram and actually ship orders out. I recieved my order end of Jan and everything I got was wrong. Horrible quality, I could have got drug store for much cheaper. This is exactly when these people think they are real celebs and forget to work.

I’ve ordered it on the Uk Website. I got so many problems with the customer service and dhl . They gave my package first to an unknown neigbour . Without to hand it
To me or let me sign it on my own. I’ve been on holidays so they could wait till I’m back. I’ve called many times the customer service which was quite expensive too. I’ll not further you t order by this online shop .

First time I have ordered with this company and will definitely be the last. I placed and order over a week in advance of my partners anniversary as a gift. When the item had not arrived I called the delivery company and they had attempted delivery but had not been supplied the first line of address (I had entered it correctly!).I'm annoyed that I had to chase this up, both Anastasia and the delivery company had the telephone number supplied and chose not to bother to ring it. The delivery companies excuse was that the drivers do not have company phones, when I asked why the depot hadn't called me they could not give me an answer (the attempted delivery was 2 days before so had plenty of time). I called to sort this out and the person was actually patronising me! I asked to speak to the person in charge and they were conveniently in a meeting and I was told I would be called back as soon as they were out. So obviously they did not call me back, so I called again the next day this time, this time I was rudely spoken to by "Seleena". I actually asked "what is wrong with you there, do you all hate your jobs?". Again I asked to speak to the person in charge, again I was told I would be called back. This time I ACTUALLY GOT A CALL BACK! and spoke to "Anthony" this time. I explained the situation and got the robotic "Hello We would like to sincerely apologise about any inconvenience." That was it? I asked how heartfelt that apology could possibly be when they have no idea what was said in those phone calls? He said he would listen to the phone calls and come back to me within the next few days. That was a week and a half ago.

This is supposed to be a premium brand and the service is part of that. We've paid and premium price so I expect the service to go with it. I feel like I've entered a gourmet restaurant paid £60 for my mains and been served a big mac!.

So I've just had a Facebook chat and the call centre are supposed to call me tomorrow, unless they can perform some sort of customer service miracle I WILL NEVER ORDER FROM THIS COMPANY AGAIN. Expect the the robot reply below:

"Hello We would like to sincerely apologize about any inconvenience."

**UPDATE**
So I did actually get a call back from someone in the UK. They were apologetic and very nice. They offered me 10% of my next order which I declined as I don't think is fair or adequate. I certainly will not be buying anything else from Anastasia, what a shame.

Just ordered the new Amrezy Highlighter on the UK ABH site and I'm very impressed.

The product itself is the same formula and shade as the previous 'So Hollywood' highlighter but this is exactly why I wanted it.

The postage was free and they use UPS for delivery who are always quick and reliable.

I didn't have any problem with getting my order, but I have sent several e-mails over the past 2 weeks at least asking for a return label and have gotten no reply. nothing. zilch. not even a confirmation that they got my message. I almost feel like it's done on purpose so the return window will run out which is pretty horrible. And it's not like I can just send it back on my own dime because the website doesn't give you any return address. All around I'm really disappointed that I'll be sitting on products I don't want just because ABH either can't figure out its customer service or is scamming people who didn't want to create an account.