Antionette's Revolution Cosmetics Review and Haul

Recently I have been basically dying to branch out and try some more indie companies. I have looked on Etsy several times at all of the companies listed on there and truthfully just none have really struck me. We all know I'm a loyal Pretty Addictions customer so that makes it difficult when you find another company and know the company you already love has shades very similar.  Over the Labor Day holiday I noticed that one of the blogs I follow had posted that an indie company called Antoinette's Revolution was having sale.  I figured I would take the opportunity and order some samples from this company, after all that weekend their sample bags were on sale for just 60 cents a piece! What a steal right?  I placed my order on September 5, the order included 9 sample bags.  Including the cost of shipping the order was $7.90, not bad right?  Well here is when it gets a little tricky.  Below you can see that my order in fact was placed on September 5 (I took out the ID number, just for privacy)

After I had placed my order, I was incredibly excited. I loved all of the colors I had picked out and just couldn't wait to try them.  Well, September 13th rolled around and I had not received anything from the company, no package, no shipping confirmation, not anything. The last contact I had received about my order was the receipt I had been sent by PayPal confirming my payment the day I placed the order.  Being the curious and highly impatient lady that I am, I of course emailed the company.

Kelly to ARCpigments

show details Sep 13

Hello,

I placed this order 8 days ago to review for my personal blog. I was curious as to when this order would be shipped.

Thank You,

Kelly

The following day I received this response:

Racheal  to me

show details Sep 14 

Hello dear!

I'm so sorry about the delay. We've been posting about it on our FB page, but essentially we had major issues with Artfire temporarily losing orders. We've slowly been getting caught up on orders, and the last batch to get the orders out is going out tomorrow, and then we'll be all caught up.

Keep an eye out on your invoice. As a sorry to everyone we'll be offering and free full sized eyeshadow coupon code.

Thank you for being patient :)

Rach

After I received this email I quickly went to their facebook page (Antionette's Revolution Cosmetics) to check this out.  There in fact was ONE post about the issue it read:

Antoinette's Revolution Cosmetics

Hello my lovely Revolutionaries! Just wanted to update you on this Artfire nightmare. We'll finally be fully recovered this coming Monday, and up to date on all orders going out. As a thank you, we'll be sending out a special coupon code to all those affected. It's heartwarming to see how nice you've all been during this awful time. ♥

So the story checked out. I was back to being calm and excited about receiving my order! Then 2 more days had passed and I had yet to receive the invoice I was told to look for.  I again took it upon myself to email the company.

Kelly to Racheal

show details Sep 16 

Racheal,

I have not gotten an invoice about shipment of my order. I just wanted to follow up with you about this, incase you had not been able to find my order.

Thank You,

Kelly

2 days later I had yet to receive any kind of response from the company.  at this point we were 13 days after the order had been placed.  I had been discussing my issue with a friend of mine and the suggestion was made to me to perhaps start investigating filing a claim with either my bank or PayPal (yes I am aware that this was only $7.90, at this point though, it was more that I felt cheated out of my time and products.)

Kelly to Racheal

show details Sep 18 

Racheal,

Since I have not heard from you I will be filing a claim dispute with my bank in the morning. I will also, be sharing this experience with those that follow my blog.

All the best,

Kelly

I gave the company 1 additional day to respond to my emails, when they did not. I moved forward with opening a claim dispute with PayPal (again for privacy reasons I have removed ID numbers)

Dear Kelly,

You have opened a dispute for the payment you made to Antoinette's

Revolution Cosmetics on Sep 5, 2011 (Transaction )

indicating that you did not receive the item you purchased.

----------------------------------------------------------------

Transaction details

----------------------------------------------------------------

Seller's Name: Antoinette's Revolution Cosmetics

Seller's Email: ARCpigments@gmail.com

Seller's Transaction ID: 

Transaction Date: Sep 5, 2011

Transaction Amount: -$7.90 USD

Invoice ID:

Your Transaction ID:

Case Number: 

Buyer's Transaction ID: 

Response deadline: Oct 9, 2011

By opening a dispute in the Resolution Center, you will be working directly

with the seller to resolve this issue. We will email you when the seller

posts a response. Most of the time, disputes can be resolved quickly and

amicably in the Resolution Center. You'll be able to review the dispute

details, communicate with the seller, or ask PayPal to decide the outcome

of the case by filing a claim.

At this point it took only a few hours for ARC to take a few minutes and finally respond to my email

Racheal to me

show details Sep 19 

Hello Kelly,

I've just sent you a response to your dispute, as I am backtracking on emails. I really, sincerely apologize for all I've put you through. I let my personal problems overshadow the importance of my customers and business.

I'm still going to send your order tomorrow. It's the least I owe you, after all the frustration I'm sure you've endured. Plus I'm upgrading to full sizes. I'm really, really sorry.

Racheal

So at this point not only did the website in which I purchased from this company through managed to lose my order but the owner of the business let personal stuff get in the way of their business... I'm confused... which reason is it that I am now 14 days past the day that I have ordered and have yet to receive my order?

That evening I checked ARC's facebook to see if anything had been posted about this issue

Antoinette's Revolution Cosmetics

As many of you know, I've dropped the ball on orders. I have no one else but myself to blame. I let personal issues get in the way of what is most important: you, the customer and fans, and the business. Know that I am only now taking a break from packing orders, but ALL orders will go out tomorrow. I deeply apologize that I let it get this bad, and the inconvenience I may have caused ANYONE.

At this point I guess I could at least be happy that ARC was taking full responsibility for their crappy turn around and not blaming others, right?

How many of you think my order went out the next day like both my email and the post on fb said? Well I certainly hope none of you were raising your hand on that one, because you guessed it! It did not!! I gave ARC two days to send me something and on the 2nd day I sent another email:

Kelly  to Racheal

show details Sep 21

Racheal,

I was wondering if you had a shipping confirmation for my order? Once I receive the order I will close the dispute. If I have not received it within the week I will be continuing with the dispute.

Kelly

At this point I was beyond frustrated... I was so furious. If there is one thing I hate, it is being given the run around! I hate being lied to and I hate when people (this includes everyone) does not follow through with things they say they will do. 

I had been waiting for a response and happened to check out ARC's facebook page and notice that their was a recent status update by ARC

Antoinette's Revolution Cosmetics

Hello my lovely Revolutionaries! Just wanted to update you that we've packed all orders, and we're waiting on an electronic deposit to our paypal so that we can have funds to send out the packages! Please, bare with us through this nightmare, and we'll be back to 100% operating status shortly :)

(Take a second for me to interject here, so now not only has your website failed and lost orders, you slacked off, your assistant quit, you let personal bs get in the way, BUT on top of all of that you don't have the money to send out my order? Are you KIDDING ME? I mean this has to be a bad joke right? At this point I was livid!!! I decided to post on this status as I could not control my anger anymore. I also got back on PayPal and escalated the claim, in my opinion it was something that was no longer going to be settled between myself and ARC.)

Kelly :What are you waiting on funds for? I paid shipping in the cost of my order... therefore the money should already be there.

Anonymous: guys, i would like to take a moment to vouch for ARC. Anytime you buy indie, you have to take into account that these companies are not operated the same as Mass produced cosmetic companies. It's easy to become over extended. Products are often packaged once they are ordered because it's hard to estimate what will sell out quickly and what will not sell at all. As far as i am aware, this is the first time ARC has run into this issue and she is working diligently to get back up to speed. Please be patient--i know it's hard when it's your stuff you're waiting for. But let's be kind to our indie ladies: they work harder than we ever know!

Kelly  I have ordered from indie companies. Please do not pretend to be versed in a situation you are not. I have no problem waiting for products, I have a problem with being lied to and being given the run around. Next time you want to tell me something I already know make sure you know the situation that the girl you are telling is in.

Kelly: When I post about this situation on my blog I invite you to read the blog and see what has really happened.

Anonymous: ‎@Kelly: that was a generalized statement. I did not mean it as you are obviously taking it. I have ordered from MANY indie companies myself and seen the good and the bad. I did not mean my comment as a chastisement towards you or anyone else. I would appreciate similar treatment.

Kelly: I am just asking that perhaps you take a minute to understand the situation that some of us that ordered and are having issues are in. It's not merely it's just taking a long time to get our purchases.

Kelly: I apologize for the way my comments came off.

Antoinette's Revolution Cosmetics Kelly I sent it off this morning, but since I work a full 40 hour work week, and they've been messing with my hours, I didn't get to get online till tonight. As for the funds, yes, you paid for the shipping, but the money was put towards emergency supplies. I will not make anymore excuses, as it is coming across as just that: excuses. I completely understand where you are coming from, 110%. I think what Jess is asking is what I would like, a little bit of understanding. I am human, I just lost my only help, and mishandled things in the process. I apologize that this escalated as far as it did.

Antoinette's Revolution Cosmetics And also, I would like to point out that &*$# is indeed correct on my situation. This is the first time I've ever had this issue, and of course it's been feast or famine. I lost my assistant, and was completely overwhelmed with orders. Once I figure out how to do so on our website, I'm going to shut it down for a catch up hiatus so I can get caught up on orders and also the work that my assistant used to do.

Kelly Hall I appreciate the update.

20 minutes after the conversation on facebook I received an email from ARC with a shipping code attached.  THANK YOU!
I FINALLY received my order on Monday the 24, only 19 days after I placed the order for 9-1/8 tsp sample bags of product. The one thing I can say that was actually a surprise to me amongst all of the excuses and reasons of ARC was that I actually was upgraded to full size shadows. 

Let's take a look and see...

I've stated before I am a sucker for packaging. I love opening up my mail and seeing that someone has taken the time to perfectly package and glam up the items I have paid for... overall, not super impressed with the packaging, but at this point I decided I'd cut them some slack since I FINALLY had my order.

Here are all 9 full size shadows (remember I originally only purchased 9 sample bags.) Also, there was a free sample of an additional shade as well as business card in the package.

On each of the tops of the shadows is a picture of Marie Antoinette and the companies name (I have to admit I appreciated that ARC stuck to their theme.)

When I opened the shadows I noticed that they were in sifter containers. I couldn't decide if I was a fan of that or not, but then I noticed that the sticker over the sifter didn't have a tab so I could pull it off, this was for some reason really bothersome to me. 

This picture was taken with the flash on. All shadows are swatched over NYX Jumbo Pencil in Milk.

Top Row (L to R): Chocolate Rose, Majesty, Gouttiere, Musket

Middle Row (L to R): La Fontaine,, Bordeaux, Louis, Duchesse

Bottom Row (L to R): Le Chocolat, Chamber Pot

This picture was taken without the flash on. All shadows are swatched over NYX Jumbo Pencil in Milk.

Top Row (L to R): Chocolate Rose, Majesty, Gouttiere, Musket

Middle Row (L to R): La Fontaine,, Bordeaux, Louis, Duchesse

Bottom Row (L to R): Le Chocolat, Chamber Pot



I have to admit, the pictures DO NOT do these shadows justice.  They are seriously gorgeous! I truly mean that. I love every shadow I received! It's just too bad that the entire ordering experience was such a nightmare for me. Needless to say ARC did not make a longtime customer out of me. When I'm ordering from ANY company whether it be jewelry, makeup, bath products, electronics, etc I look for more than just a quality product, I look for a good customer service experience.  This was a case in which I do not feel like there was any customer service at all.  I am aware that many ladies/men who run indie companies also have a full time job, however that does not make it ok to make endless excuses to customers, give them the run around, or take your good old time getting the items they spent their money on to them.  I am a pretty understanding person, had ARC just been upfront with me from the beginning perhaps the outcome of this situation would have been entirely different.  While the claim dispute through PayPal was closed unfortunately ARC has lost what could have been a loyal customer. 

If you ladies have had a different or even similar experience with ARC, please share!!