Sally

Feb 4, 2023

Nonexistent Customer Service

Every year in January, Tatcha has a promotion called "Lucky bags', in which customers can earn a mystery bag of goodies in proportion to how much they spend ($100-$199 orders receive a mystery bag worth 100+ and orders over $200 receive a mystery bag worth over $200). I had heard about this for years, but had never taken skincare seriously. I decided 2023 would be the year to finally start my skincare journey, and I wanted Tatcha to be the brand I did this with. I purchased over $200 in products (hilariously only 2 items made this up, since Tatcha is extremely overpriced for the simple ingredients they use in their products), got the more expensive lucky bag, and waited for my skincare journey to begin. However, the package was lost by UPS, as it was shipped with quite possibly the slowest shipping I had ever seen from CA to NJ. I immediately contacted Tatcha and filed a claim with UPS. The claim was approved by quickly, which means that Tatcha would receive a check for the value of the package, which includes the gifts ($400+). I on the other hand could not get in contact with Tatcha, as their only means of customer service is through email. They conveniently closed the phoneline they previously had for customer service calls and their live chat was suspiciously never live, even during the middle of the day. Finally, on 1/25, after a week had passed (which was now 3 weeks since the date of purchase) they finally answered with conflicting responses. The first one said that they needed to wait for the check to come from UPS before they could issue a refund, and the second was that they had approved my dispute with my banking institution and that I would be refunded. I emailed them back expressing my disappointment with this extremely delayed response and that for no fault of my own, I would completely miss out $200+ worth of products that were included with my purchase. I sent that email on the same day they responded to me, 1/25, and today is 2/4 and I still can't hear back. Clearly their "customer service", if you could even call it that, has washed their hands of me. I am absolutely disgusted by this lack of basic professionalism. If anyone's looking for a skincare brand that's actually affordable and produces real results, I recommend Glow Recipe or Peach and Lily!!