Reviews

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Tania

Wouldn’t recommend this company at all. Haven’t received my purchase, have tried calling and emailing no response

Not satisfied at all, haven’t received my items that I have paid for and no response from company about my order.

Yeongin Y.

3y Verified

Faulty item

The product I received was faulty. The cushion came with its safety seal slightly unsealed and opened. The joints of the inner lid of the cushion was broken, wobbly and weak. I have currently asked for return and refund, and am waiting for their response.
I saw a lot of reviews online saying that their refund process has been dragging on for months and I hope that is not the case for me. Very disappointed.
Do not use this website!

Stormy Illawarra 7 posts

Express Post - nearly $15.00 ordered on 14/05, still no sign of anything happening or been sent 21/05

Seriously concerned, i thought i would give this company a try considering they were popping up in my email all the time, so i ordered, via express post, express post in Australian terms is within 1-3 MAX, that's why we pay for express, but not this company, they haven't even shipped my goods yet, so suss right now and to be honest, cranky that ive trusted this company, all i can do is keep waiting, and after reading these reviews, 100% concern this is a fraudulent company.

Andrew

No customer service

My parcel was never posted , I’ve called 20+ times and no one answers the phone, reply to emails is just automated generic emails .... waste of time and money

Annie 2 posts

3y Verified

Very Distrusting of this Service

I posted this review back in March 2021 - I have not received a refund for a faulty item as I was informed I would.
Also, I cannot find my original review posted on the 16th March 2021. Therefore, I feel compelled to repost, hoping it will not happen to anyone else. I was asked by Cosmetics Now to delete my review on receiving my refund, I would have been happy to comply, however I am still waiting, this whole process has been going on for months.

MY REVIEW - originally posted 16th March 2021
Hi, I recently purchased and received Natural Ra... Read more

diant Longwear Foundation - # Mont Blanc (Light 2 - For Fair Skin With Neutral Undertones) 30ml, thank-you. However, I was unprepared and disappointed when I opened the bottle and pulled out a long stick attached to the lid. I was expecting a pump bottle which was all I could find online in pictures. When I opened my bottle I was annoyed at the big mess, as with a long stick attached to the lid, on replacing the lid I ended up with product all down the side of the bottle which is a waste of product. I now have to carefully, without taking the stick right out of the bottle put a small amount on my finger to apply. This is very annoying. Would you be able to advise to me how I can use this product that has a stick attached to the lid and not end up in a mess please? Once again I am greatly disappointed and confused as to why I received this and not the pump bottle and at a loss as to how I am supposed to use it without mess and difficulty. regards, Annette Lade

Annie 3y

I still have not received my refund, so looks like I was never going to.

Skutz Sydney, NSW 10 posts

Don’t trust

Advertised as ivory but changed to beige in shopping cart. 55 bucks stolen. Don’t trust these scammers. They just send whatever they have left in stock.

Chloe G Greater Melbourne (Outer), VIC 3 posts

Cancelled order and lied

Cancelled my order saying the all stock wasn’t available logged back on and it was still for sale, when I questioned this and why/how every single item I ordered was out of stock (why is it available to purchase then?) they then said stock was priced wrong. Took days for my refund let alone the terrible customer service on lying to their customers about sudden cancelled orders

Cosmetics Now DM 3y

Hi Chloe, Sorry about this, the out of stock email was automated, a proper explaintion of what had happened went out the next day. A technical error had caused for the incorrect prices to be provided ... Read more

to Catch for a few hours. For orders that had been authorised refunds went out the same night, refunds can generally take up to 3 business days for banks to process. For the majority of orders they were never authorised so were only ever a pending transaction and wasn't completed. Sorry for the inconvenience caused.

Andrea Sydney, NSW 2 posts

canceled order

They canceled my order with the explanation that they made price mistake. I have spent time to make an order and the only thing they offered in an apology.

Cosmetics Now DM 3y

Hi Andrea, A technical error had caused for the incorrect prices to be provided to Catch for a few hours... Read more

. Sorry for the inconvenience caused.

Joy 4 posts

Terrible service

Ordered and paid for several items and was cancelled after the payment was processed saying item was mispriced. The offer was on for several hours.

Cosmetics Now DM 3y

Hi Joy, A technical error had caused for the incorrect prices to be provided to Catch for a few hours... Read more

. The majority of orders they were never authorised so were only ever a pending transaction that wasn't completed. Sorry for the inconvenience caused.

Putu Ayu N.

3y Verified

Bad Delivery Services!!!!

I have paid but have not received the package yet!
My order was made Feb 21st, 2021, It is already 38 days from the shipping promises (5-10 business days). Super disappointed.

Shuan W. Perth, WA

3y Verified

wouldnt know never got .... said was delivered ...3 people home never got !!!!

Company gone to crap ....been a customer for years but now they dont even reply to your emails ....please fix it and at least contact me its been over a week !!!! had to give 1 star or wouldnt send ....

Cosmetics Now DM 3y

Hi, Sorry to hear that you have had troubles receiving your order... Read more

. We have sent you a proof of delivery for the order, if that doesn't help locate it though we are happy to follow up further. Thanks.

Oz Hair & Beauty4.9

My Hair Care & Beauty4.9

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Anita P. Greater Melbourne (Inner), VIC

Incompetent or dodgy - either way, don’t use them!!

Placed an order online. Product was supposedly dispatched 2days later. But in fact it took three weeks and me chasing the order and finally demanding a refund that they eventually sent my order. Their customer service team tried to flog me off saying they that due to Covid deliveries were delayed at Australia Post’s end. This was not the case. This company is either dodgy or incompetent, they don’t deserve to be in business. Do not use them!!

Joyce

3y Verified

Very bad customer service!!! Never again!

I placed an order on dec 12th! I still didn’t receive my order and we are January 29th! I contacted customer service every week since than and no one is helping me track shipment. Tracking number they provided me has no updates since dec 21st. They keep telling me to wait for it! I requested to be reimbursed and they are refusing to help me! I spent over 150$ and never received the merchandise. I will never order from this company ever again! Worst customer service ever!

Michele Sydney, NSW

3y Verified

Incredibly slow delivery and product leaked all over packaging

Delivery took weeks longer than expected, and no communication or useful updates provided by Cosmetics Now. Opened package to find that product had leaked due to sub-standard packing. Will not be ordering from this company again.

Sonia Metropolitan Adelaide, SA 12 posts

False Advertising

I bought two IKOU candles at $40.95 each thinking they were the same size as what was advertised. When I order direct with IKOU I receive the large candles for this price. I thought I would try this company instead. Received my order yesterday only to find I have received two IKOU small candles which are sold at IKOU for $22 each. I have been clearly ripped off. I have called four times today and sent three emails, nothing heard back. I am requesting a refund. Nobody is contacting me.

J Shep Sydney, NSW 23 posts

Pathetic

Ordered back on 26th September 2020 & still no parcel. Emailed their help desk 5 times, left 2 voicemail messages & nothing. Pathetic no service, buyer beware we will take this issue to the ACCC & contact our bank to report this as a SCAM!!!!!

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Martine Roux

3y Verified

Order takes forever to arrive, no useful tracking info, poor customer's service

37 days after ordering (and paying a considerable amount of $ for) my cosmetics, I still haven’t received them. I emailed customer’s service twice but no useful shipping details have been provided, as required. The only available reference is a Singapore Post’s ( why Singapore Post and why not FedEx ? Or at least, the sender’s country postal service ?) tracking number from November 28th with the only mention « Despatched for overseas ». If you’re in Canada, don’t be fooled by the «.ca» at the end of the URL. Purchased goods were shipped from Au... Read morestralia, as far as I understand, which is quite a problem when ordering during northern’s hemisphere winter since delicate face creams do not tolerate frost. I wish that my two cents will help you save money… and a lot of frustration !

Marianne Metropolitan Adelaide, SA 18 posts

Avoid at all costs !!!!!

Would give zero stars if I could. My express order of over $250 was supposed to arrive in 2-5 days , that was 2 and a half weeks ago now. CUSTOMS HAS SIEZED MY ORDER , emails ( because their phone number goes through to a message bank - you CANNOT get hold of anyone ) back and forth have been useless. They keep telling me to wait a few more days and wont fix the issue. So now I have to send information to customs to try get my order released or else it will be disposed of by customs. DODGY COMPANY, AVOID AT ALL COSTS. I purchased from Australia... Read more , my goods were sent from Hong Kong and due to whatever paperwork they put with my order has caused it to be flagged by customs . I am FURIOUS and cannot even get hold of anyone to assist me. Absolutely DISGUSTING and if you want your order Id suggest going elsewhere because this company is not honest and you are likely not to see your order . GIVE ME MY $250 DOLLARS BACK YOU SCAMMERS !

kris84tina 2 posts

Shipping

The shipping takes ages. This was the longest time frame in comparison with other online purchasing stores, I have experienced purchasing online.

Nenna Greater Melbourne (Inner), VIC

The worst delivery time

Ordered 20 of October 2020 and just got email that the cosmetic will arrive between Friday 06 Nov 2020 – Wednesday 11 Nov 2020 , covid 19 as usual is the reason. Whilst I’ve ordered lots of things from overseas (California) it took only 6 days to arrive in Melbourne (metro). I will never order from Cosmetic Now again. Their delivery time is ridiculous, you better order from local shops.

GM R. South East Queensland, QLD 3 posts

Won’t use again

Ordered online believing I was ordering products within Australia. From time of placing order to delivery items took 14 days to arrive. When I collected from post office there was Chinese writing all over the box so assuming item was posted from China & this was the delay. When I enquired company blamed Covid & Australia Post. Won’t order again as other online cosmetic houses only take maximum 5 days for delivery & are posted within Australia.

Troya Beauty4.7

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Lauren 5 posts

4y Verified

Terrible customer service

I ordered a mascara which was shipped same day which is obviously fantastic but was left completely disappointed by their customer service when after 6 weeks I complained that I'd not received it,l. I had raised this with the courier they used. The courier acknowledged it was likely lost but I was advised that Cosmetics Now must raise this for investigation. CN blamed COVID delays then dodged my messages, didn't even acknowledge my poor experience & refused to raise it for investigation with the courier. I'm well aware that delays are expected ... Read moreright now, but that's 2-3 days (per the courier website) not 6 weeks! Almost another week later I escalated it with Catch & suddenly they were very responsive & I had my item within hours, they immediately closed the case citing delivery, still no apology. To avoid this poor experience for me all they had to do was acknowledge it & ask the courier to investigate, it's not like it would've cost them anything & it would have saved a customer & prevented a poor review.

Juanita

Terrible customer service

I placed an order on May 16...more than 2 months later and I have yet to receive the item which was sent as a gift. I spoke to one person after a month had gone by from the order date and was told to wait 2 more weeks. Well a month has gone by and I tried to contact customer service several times both by email and phone to no avail. No will respond to my calls or emails. At this point I just want a refund but I doubt I will get it.
Warning: do not buy products from them you will never receive them. Horrible customer service

Mark Leo

4y Verified

Expensive ‘toilet water’-Christian Dior Eau Sauvage Eau De Parfum Spray 200m

Christian Dior Eau Sauvage Eau De Parfum Spray 200m is like eau de toilette now but still has the same expensive ($265 incl 7% discount) price as the parfum. I’m totally dissatisfied.

Marie-Louise Sydney, NSW 13 posts

4y Verified

They are NOT an Australian Company! They are based in Honk Kong. They lie about product availability

I was under the impression that Cosmetics Now was an Australian company (based in MT Waverly, VIC) and I ordered 2x 2kg Amazing Oils Magnesium Bath Flakes Recovery thinking the product was coming from Melbourne Australia. After a week I have not recieved the item and I found this strange as I thought it was coming from Melbourne. I emailed them asking when I will be receiving my order and they responded to me saying my order will be dispatched soon & delivery takes 5 to 7 business days. Why has my order not been dispatched yet?? If they had the product available and were in Australia I should have recieved the product already. Take your business elswhere - be aware of these companies faking to be set up in Australia when they are not!

Peter B. 3 posts

Not truthful

Have stated goods been shipped but this is not true. Paid for nearly week and a half ago and still no shipping information. They will not answer phones either and response to email was to quote back same information I had informed them. I hope they don't expect repeat business!!

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Claudia I.

Shocking service

terrible at answering questions about their pricing. When i received my fragrance, there was a chipped side at the bottom of it after paying $150+ for the fragrance. When looking at the invoice in the box, the order came directly from the US with a cost price of $60. When i inquired about the 50% markup all i was given was "thats our wholesale price"
Then told they can only refund $28 for the chipped bottle.
Considering people are spending big money, at least offer explanations so the customer can feel that they're at least paying for thr good customer service.
Just a rip-off when you can be paying 3/4 of the price if purchasing directly from the US.

Minnie South East Queensland, QLD

Buyer beware! Shop elsewhere!

4 months and still no delivery. Numerous emails saying it’s a few DAYS away to be told now it’s at least another month. $120 gone. Won’t refund my money. They blame it on COVID but that’s a joke. I’ve received 12 online deliveries from around the world all within 3 weeks maximum. NOT 4 months & COUNTING!!! (Doubt I will ever revive my order!)
Their website doesn’t state the items are ALL shipped from Hong Kong. Their website only days they use Australia post, yet fail to make it transparent that it’s got to arrive from Hong Kong first. SHOP ELSEWHERE!!!

PEC 2 posts

Terrible experience, won’t see my money or product

I should have read these reviews before purchasing. Like others, I thought they were an Australian company, didn’t realise product would be shipped from Singapore. This was never disclosed originally. My order confirmation told me the product would be shipped via Aust Post and would take 3-6 days, it’s now been 8 weeks. The tracking number is untrackable, any email I send I get told just to be patient, they won’t refund or anything. Think I will try to recover through my bank, but pretty furious, will teach me not to read reviews.

Cosmetics Now DM 4y

Hi, Sorry about this, at the beginning of the COVID 19 outbreak due to airlines rapidly cancelling a small amount of orders were sent via Singapore post which resulted in much longer than expected del... Read more

ays. The delivery method has since changed and delivery timeframes are averaging between 2 and 8 business days depending on your location and warehouse ordered from. Thanks.

annalisa Sydney, NSW 2 posts

Very Disappointed

Order placed 8th April and still have not received anything. Have contacted customer service which said to be patient and to be honest I think they didn't even bother to contact the courier. ONE MONTH wait and still no response on the where abouts. They probably never shipped it. $200 definitely down the drain....what a joke

Cosmetics Now DM 4y

Sorry about the delays on this order and the inconvenience caused. According to tracking the order delivered May 12th... Read more

. At the time the order was dispatched there we were experiencing long COVID-19 delays from some warehouse locations.

yoh123 Greater Melbourne (Metropolitan), VIC 4 posts

Stay away!

This place is terrible - stay away! Very poor communication, and tracking information on order has not been updated for almost 2 weeks. Buy from Myer or anywhere else. I wish I hadn't wasted my money on this place.

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Anne Sydney, NSW

been waiting for an order since 26/03/2020

i purchased a moisturiser on 26th march 2020 - under the assumption this was an Australian company (and would ship from Australia) been given the runaround about where this delivery is at. was told it as finally shipped via Hong Kong - then Singapore (supposedly left there 15th April 2020) and i still have no idea where my parcel is at. got told to contact Aust Post (as it had supposedly arrived in Australia) - and they can't do anything - as they told me it has not even arrived. they also told me it didn't leave Singapore till 29th April ?? very annoying and frustrating experience with this company - never again!

Cosmetics Now DM 4y

Hi Anne, Sorry about this, at the beginning of the COVID 19 outbreak due to airlines rapidly cancelling a small amount of orders were sent via Singapore post which resulted in much longer than expecte... Read more

d delays. The delivery method has since changed and delivery timeframes are averaging between 2 and 8 business days depending on your location and warehouse ordered from. Thanks.

ASC South East Queensland, QLD 55 posts

Being waiting for my order for a month and Has not been sent

Company responded once stating to wait longer. It’s not Australia Post has they have not got the parcel to be delivered. Only a shipping notification has been created. Can’t get a response from the company via email now. Beware as they may not be operating effectively during this time

ASC 4y

Update: same as the other reviews from Australia - told to be patient and not willing to check where it is if it has been sent. Not with Australia Post as the lay indicate. My complaint is going to th... Read more

e ACCC. As also indicated in the other comments they are not transparent or helpful. Seems very shady. DO NOT use this company. They should be aware of the legal implications in the country they sell to.

Chiko L. 3 posts

4y Verified

Order was placed on April 11th, Package received June 24th. Enough Said

I'm not sure if it's supply chain problem in the world right now due to covid. But yah same as alot of people below. My Physiogels x5 are estimated now to be ONE MONTH wait from date of purchase. The original order said 10-13 days. And yes, they are coming to Canada from HK. It's probably on a ship in the ocean. Hopefully coronavirus will be over by the time I get it. They really need to say something on their website if they are having issues. Just be honest about it. Everyone is having problems with shipping. But don't false advertise your dates.

Update June 24th/2020: Order was placed April 11th, Package received June 24th. Sigh....

Chiko L. 4y

Update: Ordered this April 11th. It is now May 5th. My product needs to get here to Vancouver and somehow it is still in Singapore according to this link - I have between 6-19 days remaining. Lol... Read more

. http://parcelsapp.com/en/tracking/RP207451359SG

Shelley Greater Melbourne (Metropolitan), VIC

they take your money and don't deliver the product

The charged our credit card on April 3rd and have never delivered the product - 5 weeks later!
They don't answer the phone
Its the worst service ever experienced. Shocking company! Many reviews the same

Cosmetics Now DM 4y

Hi Shelly, Sorry for the delays and inconveience caused, as far as I can see this was delivered shortly after your review... Read more

. Unfortunately delivery timeframes at the height of COVID-19 delays were slow. Delivery is now averaging 2-8 business days depending on customer location and warehouse dispatched from. Thanks.

Stephanie_jade Greater Melbourne (Outer), VIC 18 posts

Wish I could give no stars

Ordered two months ago, tried following the order up two weeks ago, was told to be patient. Emailed again, no response so I commented on their Facebook. Inboxed me asking to reply to their email that they never sent then blocked me and deleted my comment. Emailed their customer service requesting a refund and was told again to be patient as the item was stuck in Singapore due to covid 19 restrictions and I wouldn’t be getting a refund until I got the product and sent it back to them. Asked them to just do the right thing and give my money back, no response. Will be going through the bank for my refund and reporting to consumer affairs

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KJJ

Do not use this company

3 weeks later and I still don’t have the product I ordered. Back and forth with customer service asking me to be patient but I don’t believe they have actually shipped the order. I’ve asked for my money back but they won’t do this. I’ve ended up ordering and receiving my product from another website which came in 4 days. Do not use this company.

Cappuchino Lover Sydney, NSW 4 posts

Slow, poor service

Cosmetics Now does not deliver on its website promises. The company promised to deliver a product from Melbourne in 2-3 days, if I paid for a DHL courier. Then they shipped the item from Hong Kong, taking 11 days for delivery.

Know your consumer rights https://www.accc.gov.au/consumers/consumer-rights-guarantees

Cody 3 posts

Don’t waste your money

1st time make purchase from this site, waited 3weeks for it to arrive, back and forth emails to customer service, they don’t even bother to contact with courier to locate my package, asking for refund, and they ignore! Never again! Don’t waste your money!

prats

4y Verified

Very Disappointed with shipping and customer care service

My ordered was super delayed and no one in customer service was able to provide any answers. All they said was be patient.
Moreover item is being shipped from outside USA. the order confirmation said it was domestic shipping.
Looks like a very nontransparent transaction to scam customers. All my requests to initiate return are being ignored now.

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