"Long delay during the pandemic but friendly customer service"

Placed an order on 23 Aug, received an email acknowledgement/receipt that does not include one of the three products I purchased. Emailed customer service and received a reply 2 days later, saying my order has been sent and will arrive the following week. A few days later the tracking status was updated to be 'It's being prepared'. One week later, the status is still the same.
Called the contact number - which seems to be disconnected. My order contains a 40th gift and I'm getting very upset that it won't arrive in time. I am so frustrated with this company. One star is for the nice response when they do get back but in this day of internet shopping, when many companies are doing live chats, a response in 2 days is just not good enough.
EDIT : I have received the products eventually and I have been contacted twice by customer service since to check on my order and regarding this review, and I have been given a voucher. Reflecting on my experience now, I was very frustrated with the slow email response and delay, but I do understand that perhaps for a small company during the pandemic, staff is short and demand is high. I am happy with the products I received and the emails responses are very friendly and understanding, so I have upgraded my score to 4.

"I love The Beauty Club"

The Beauty Club is my go-to make up shop. Always have what you want, quick delivery and excellent service. I have been using the beauty club for 10 years or so and always a pleasure.

"FABULOUS COMPANY"

FABULOUS COMPANY!
This is what you get when you buy from The Beauty Club:

- Genuine products.
- Excellent service.
- Fast response time for email enquiries.
- Professional and friendly service.
- Very competitive prices.
- Great aftersales service if required.
- Extensive range of products to choose from.
- Fast dispatch.
- Emails with tracking details.
- The Beauty Club donates money from each sale to the charity of your choice (3 to choose from). How many of the big multi-million dollar companies do that?

Of all of the many cosmetic suppliers I buy from, this company The Beauty Club is the best in many ways. I will continue to support them ❤

"Awesome Shopping Experience"

The Beauty Club is amaaaazing, I can find practically anything I'm looking for in Beauty, Hair Care, Skin Care...and so much more! The prices are fantastic and the savings you make from this store usually allows you to 'indulge' in another item or two. The staff are wonderful, very friendly and always willing to offer assistance..nothing is to much trouble. A really pleasant shopping experience..
So thank you to all at The Beauty Club 💜

"Purchased a hair product which was…Keratase Hair Mask"

Purchased a hair product which was priced incorrectly. Customer service responded to my email and very apologetic with my concern. Received a coupon code and extra points for the inconvenience. I have been a member with The Beauty Club for several years and never been disappointed. Always received great products and packing in order. The range of skincare, haircare and makeup products are easy to navigate on the website. Always received good customer service in the past but this time it was exceptional. During this time COVID unfortunately the Team are working from home and there is delay in returning calls and replying to emails. At this point of time patience is required. Thank you.

"Fake products"

Don’t buy from this place. I purchased foundation from here due to it being the only place stocking my shade. The colour was off compared to my last foundation bottle that I purchased from MAC, the bottle had different labelling & the foundation was super watery.

"Shipping was delayed as indicated in…"

Shipping was delayed as indicated in all communications - I was confused about tracking (shipped by DHL but delivered via USPS) and Lisa (who was excellent btw) assured me that i would receive the package within the timeframe promised, and relayed updated tracking with me. Shipping is frustrating but they were very clear in their communication that it will be delayed. excellent customer service.

"The Ordinary Products"

Received the products on time, email exchanges with the service rep were instant too. Products were as described with bargain deals. Top notch customer service.

"Would buy from again!"

Competitive prices and good service

"Product Not Received"

Update 28/04/21 - I did eventually receive the item. While the Beauty Club were slow to respond to my queries about the delay, they did re-send the face cream and I received it about a month after I ordered it. I subsequently ordered a second item and again experienced a lengthy delay in receiving the order. It said it was processed quickly but then sat pending to be delivered for several weeks. They again had to re-issue the order and I received it about 3.5 weeks after I ordered it. The staff are friendly and helpful once they get back to you, but overall it is a very inconsistent experience given other beauty companies are so efficient and reliable. I will try them again.

Old update: I ordered an expensive face cream over 10 days ago and while a tracking number has been issued and says dispatched, Aus Post state they have not received the product. I have attempted to contact support twice and today my email bounced back as Junk.