H.H Cosmetics Avaliações 63

Resposta da H.H Cosmetics

Atualizado em 23 de jan. de 2025

Dear Justin,

Thank you for reaching out and for your recent purchase with us.

We would like to address your concerns regarding your order. Your purchase was placed on December 25th, during the holiday season—a period when many businesses, including ours, operate with limited capacity to allow team members time to celebrate with their loved ones. As outlined in our emails, our standard order processing time is 1–10 working days, excluding public holidays and weekends, which was clearly communicated to help set expectations.

In this instance, you received three emails from us, including a reminder highlighting that non-working holiday days could affect the processing of your order. The order was then processed, fulfilled, and has since been delivered within our stated shipping time frames.

Unfortunately, your review inaccurately portrays the situation despite our proactive efforts to keep you informed every step of the way.

We believe it’s essential for customers to practice patience and maintain realistic expectations, particularly during peak seasons like the holidays. Patience is a virtue that fosters mutual understanding and allows us to meet operational demands while continuing to provide the best possible service.

Thank you for your understanding!

Best regards,
H.H. Cosmetics Team

Resposta da H.H Cosmetics

Atualizado em 28 de ago. de 2025

To anyone reading this, here is a transparent summary of the events:

The customer placed an order on Wednesday and received an order confirmation email, which clearly stated that our processing time is 1–10 business days.

On Friday night at 10:30 PM, the customer contacted us via WhatsApp.

On Monday morning, she contacted us again, claiming to have canceled the order with Klarna.

Later that same day (only the 2nd business day after ordering), she posted this negative review.

We attempted to call her on Monday afternoon and also responded to her WhatsApp, but received no reply.

On the 4th business day, the order was shipped. The customer then reacted angrily.

As we received no official cancellation notice from either Klarna or the customer directly, we were contractually obligated to proceed with shipping.

We are a small team of four, managing research, sourcing, production, shipping, and customer service entirely in-house. We always communicate our timelines clearly, but in this case, the customer neither waited for our processing time nor gave us the chance to assist properly.

Regarding allegations of fraud:
All reviews on Trustpilot are genuine and monitored for authenticity. Trustpilot actively removes fake reviews, and companies face penalties for violations under FTC guidelines. Additionally, every review on our website is independently verified through Judge.me. We take pride in maintaining transparency and accountability — feel free to look us up.

Kind regards,
H.H Cosmetics Team

Resposta da H.H Cosmetics

1 de out. de 2024

Hi Lisa,

Thank you for your review and for bringing this to our attention. We sincerely apologize for the frustration you've experienced. We always strive to provide the best customer service and understand how important timely communication is.

I checked our records and can confirm that your order was shipped on the 7th working day and delivered within 2 days, which is within the 10 working days as stated in the confirmation email. We’re sorry if this information wasn’t communicated more clearly or promptly.

If you sent us an email, you should have received instructions to reach out to us via WhatsApp, as we’ve been experiencing a higher volume of inquiries during this busy period. We apologize for any inconvenience this may have caused.

Please let us know if you have any further questions, and we hope you’re enjoying your products.

Best regards,
H.H Cosmetics Team

Resposta da H.H Cosmetics

Atualizado em 1 de jun. de 2024

UPDATE 2:

Dear Ms. Samson,

We wish to reconfirm the information shared in our recent communications. Unfortunately, we did not receive any of your reply correspondences. The address on file, which you provided at the time of purchase, was incorrect as evidenced by the screenshot we shared. This resulted in the return of your package to us.

Regarding your comment about the whereabouts of the package and the integrity of our operations, we assure you there was no dishonesty. When a package is shipped to an incorrect address, as was the case here, the courier automatically returns it to the sender if the recipient does not respond to their emails requesting address verification or additional information.

You have since been fully refunded, and the matter has been resolved amicably.

We wish you all the best in your future endeavors.

Sincerely,
The HH-Cosmetics Team

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Dear Ms. Samson,

Thank you very much for your message and feedback.

Firstly, I have reviewed our email ticketing system and have not found any emails from you. Please verify that you sent them to the correct email address.

Secondly, our records show that your package was shipped promptly. However, according to the retrieved FedEx tracking information, the address provided when placing your order was incorrect or incomplete, which prevented delivery. While it is our responsibility to ship your package, we rely on the accuracy of the address provided by the customer. Unfortunately, it is not our responsibility to ensure the address is correct.

Additionally, FedEx has attempted to contact you multiple times without a response, leading to the package being returned to us. You received numerous notifications from FedEx and had the option to manage your delivery online and provide the correct address, but this was not done. You also had the option of contacting FedEx to inquire about your package, but this was not pursued. Given these circumstances, it is unfair to label our company as a scam.

Your package is currently being returned to us. Once we receive it, we will promptly issue you a refund.

Kind regards,
HH Cosmetics Team

Resposta da H.H Cosmetics

Atualizado em 18 de mai. de 2024

Dear Sephandra,

Thank you for your continued engagement on this other platform. We appreciate the opportunity to address your concerns.

You as a professional in the legal field, it is important to accurately interpret EU Law. Specifically, "If you buy a product or service online, you have the right to return it within 14 days of delivery without providing any justification." This provision allows for the return of the product, but does not entitle a cancellation of the purchase.

Due to our current capacity constraints, we were unable to process your cancellation request before the package was shipped. Despite numerous notifications (email & texts) from FedEx regarding the delivery, the package was accepted and signed for by you, thereby confirming receipt. It is worth noting that if you were not home as you stated, it was crucial to instruct the individual receiving the package to refuse it, ensuring it would be returned to us for a refund.

We have always been ready to process your refund. As per EU Law, you simply need to return the products to us to be eligible for a refund. It is unfortunate that the discourse has shifted towards accusations, as our goal has always been to resolve this matter amicably and professionally.

Please follow the refund link previously provided. Once we receive the returned package within the stipulated two-week period, we will process your reimbursement promptly, as per your entitlement under EU Law.

Kind regards,
HH Cosmetics Team

Resposta da H.H Cosmetics

Atualizado em 1 de jun. de 2024

Dear Ms. Sandy,

Thank you for your feedback. As outlined in our refund policy and in compliance with EU law, refunds are processed within two weeks of receiving the returned package. This information is clearly communicated to all our customers.

We understand that waiting can be challenging and apologize for any inconvenience caused by the delay in processing your order. However, it is crucial to allow adequate time for these processes to ensure everything is handled correctly and efficiently.

We are pleased to confirm that your refund has been issued within the stipulated two-week timeframe. We kindly encourage you to exercise patience and extend grace to small businesses like ours, as these virtues are invaluable in navigating such situations.

Thank you for your understanding. We wish you all the best.

Sincerely,
The HH-Cosmetics Team

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Dear Ms. Sandy,

Thank you for your feedback. We sincerely apologize for the inconvenience you have experienced.

We are very aware of the Dutch and EU Laws. Due to our current capacity constraints, we were unable to process your cancellation request before the package was shipped. However, our records indicate that, though the delivery took longer than anticipated, you received and signed for your package, confirming its delivery & acceptance. We are confident in the quality of the products you received and can assure you that we are neither drop shippers nor scammers.

As a small, passionate team, we handle every aspect of our business directly. Our commitment to crafting products with unique, all-natural ingredients often requires us to rely on specialized suppliers, which can sometimes lead to unforeseen delays. During busy periods, our customer service response times can also be slower than usual, and we send out emails to inform our customers of these delays. Unfortunately, this delay email is sometimes not well-received and leads to misconceptions about our business practices and thus the many reviews on this platform.

We can assure you that we never compromise on quality, and this dedication is evident from the outstanding reviews our products receive. However, as a small company, we do face challenges that larger brands may not, and we are currently navigating through some growing pains.

Please accept our apologies for any inconvenience this situation may have caused. We are continually striving to improve our services and customer experience.

Warm regards,
HH Cosmetics Team

Resposta da H.H Cosmetics

18 de mai. de 2024

Dear Mr. King

Thank you for your feedback and update. We sincerely apologize for the inconvenience you have experienced.

Due to our current capacity constraints, we were unable to process your cancellation request before the package was shipped. However, our records indicate that although the delivery took longer than anticipated, you received and signed for your package, confirming its delivery and acceptance. We are confident in the quality of the products you received and can assure you that we are not scammers, as evidenced by the successful delivery of your package.

As a small, dedicated team, we manage every aspect of our business directly. Our commitment to crafting products with unique, all-natural ingredients often requires us to rely on specialized suppliers, which can sometimes lead to unforeseen delays. During busy periods, our customer service response times may be slower than usual, and we send emails to inform our customers of these delays. Unfortunately, these delay notifications are sometimes misunderstood, leading to misconceptions about our business practices and resulting in false scam reviews.

We never compromise on quality, and our dedication to excellence is evident from the outstanding reviews our products receive. However, as a small company, we do face challenges that larger brands may not, and we are currently navigating through some growing pains.

We hope you are enjoying your products, and we apologize for any inconvenience this situation may have caused. We are continually striving to improve our services and customer experience.

Warm regards,
HH Cosmetics Team

Resposta da H.H Cosmetics

18 de mai. de 2024

Dear Ms. Adenike,

Thank you for your feedback and update. We sincerely apologize for the inconvenience you have experienced.

Due to our current capacity constraints, we were unable to process your cancellation request before the package was shipped. However, our records indicate that although the delivery took longer than anticipated, you received and signed for your package, confirming its delivery and acceptance. We are confident in the quality of the products you received and can assure you that we are not scammers, as evidenced by the successful delivery of your package.

As a small, dedicated team, we manage every aspect of our business directly. Our commitment to crafting products with unique, all-natural ingredients often requires us to rely on specialized suppliers, which can sometimes lead to unforeseen delays. During busy periods, our customer service response times may be slower than usual, and we send emails to inform our customers of these delays. Unfortunately, these delay notifications are sometimes misunderstood, leading to misconceptions about our business practices and resulting in false scam reviews.

We never compromise on quality, and our dedication to excellence is evident from the outstanding reviews our products receive. However, as a small company, we do face challenges that larger brands may not, and we are currently navigating through some growing pains.

We hope you are enjoying your products, and we apologize for any inconvenience this situation may have caused. We are continually striving to improve our services and customer experience.

Warm regards,
HH Cosmetics Team

Resposta da H.H Cosmetics

15 de mai. de 2024

Hello,

Thank you very much for your amazing feedback. Your message has truly warmed our hearts! We can't thank you enough for taking the time to share your personal journey with our product. To hear that you have witnessed tangible results after 51 days of use, especially when faced with the daunting challenge of early hair loss, is incredibly inspiring.

We recognize that each product you purchased was a leap of faith, especially after your past experiences with other treatments. Knowing that you chose to trust in our product, despite your reservations and the waiting due to our shipping process, deeply moves us. Your patience and perseverance are nothing short of remarkable and we thank you for that.

It's messages like yours that fuel our passion and dedication here at HH Cosmetics. We are overjoyed to have played a part in restoring not just your hair, but also your hope. Thank you from the bottom of our hearts for believing in us and for your heartfelt endorsement.

Please continue to keep us updated on your progress—we are cheering for you every step of the way! And remember, we're always here for you, should you need any support or have any questions.

With immense gratitude and warmest regards,
HH Cosmetics Team