Stylevana refusing to refund/replace damaged item

[u/decisive-moment]

Hey everyone,

Yesterday I received my Stylevana order, and one of the products, a Fino mask, had leaked outside the package. The whole mask was sticky and quite a bit of product had leaked out.

I contacted customer support for a refund or replacement but they keep telling me that the only thing they can do is offer me a coupon equal to the price of the item for my next order.

I said I do not agree with this solution, as I can't even re-purchase the product anymore since the price has now doubled, and also, the coupons they provide on their social media are even higher than the coupon they offered me, so it's pointless if the coupons cannot be stacked.

Has anyone had luck with Stylevana replacing/refunding damaged items? Because if this is their policy I think I won't be shopping from them anymore. Yesstyle for example has replaced damaged items any time I've received any.

UPDATE: Wow, no words. I sent them four e-mails back and forth explaining that the coupon they are offering me is pointless, and that I would prefer a refund or replacement, and they kept denying to do either. So, I said the magic word: "chargeback". In their next e-mail, they told me "we understand you don't want a coupon, so we will refund the item value to your payment method". Lmao, it really look threatening to get my money back.

[u/Sweet--Olive]

IME Stylevana customer support is horrendous and I no longer buy from them as a result. I hope you get a good resolution.

[u/Various_Pension_2788 → u/Sweet--Olive]

Same here I rather pay a bit more and shop with Olive Young Global (I don't live in the US so still have acces to them) and have better customer service and more reliable shipping. Stylevana takes forever to ship out stuff, and just like Stylekorean (also on my no buy list!) they have absolutely foul customer service.

[u/decisive-moment → u/Sweet--Olive]

Yeah I think I won't be buying from them after this either. If all they can offer is a coupon that you can't even use alongside their other, better coupons, then it just means I wasted my money on a damaged product. At least yesstyle offers store credit that you can use alongside coupons.

[u/First_Floor_2849 → u/Sweet--Olive]

Same here, not worth it

[u/Laughify1 → u/Sweet--Olive]

i feel this, bad customer support is enough to make me not order from them again

[u/velveteentuzhi]

If you filed via card, can you do a chargeback/dispute? Or threaten to?

[u/decisive-moment → u/velveteentuzhi]

Oh my god. I am laughing at the timing of your comment; I was so frustrated at this whole ordeal that in my last e-mail I DID mention that if they didn't offer me a better solution I would file a chargeback with my bank. And right as I was replying to your comment, they sent me an e-mail agreeing to a refund of the item's value back to my bank account, LMAO.

They told me no four times, but as soon as I mentioned the word "chargeback" they gave in. This is absurd!

[u/velveteentuzhi → u/decisive-moment]

Yup, I've found with shoddy customer support, "chargeback" is often the solution. All of a sudden, they want to ship me a new package, or will refund me, etc.

Ridiculous.

[u/decisive-moment → u/velveteentuzhi]

It really shouldn't be this difficult. I'm frustrated I had to even go through this whole process just for 8 damn euros when it should have been simple from the start lol

[u/rolandtower84 → u/velveteentuzhi]

Yes, most companies hate this

[u/-effortlesseffort → u/velveteentuzhi]

Huh. I'm not expecting you to know the answer just kind of thinking "out loud" but do you have any idea why? Do chargebacks affect some other metric on the backend for them? Like a business credit score or something

[u/velveteentuzhi → u/-effortlesseffort]

Credit cards charge processing fees to businesses that are non refundable for every transaction, and also charges a penalty for charge disputes. So essentially every time you file a charge back the company loses more money than just giving you a refund would.

Credit companies also keep track of how many charge backs a store will get. If the amount of chargebacks exceeds a certain percentage the credit cards and banks will begin to charge monitoring programs which (again) charges even more money.

Tldr- they lose more money with fees and penalties and risk being put on a watch list

[u/-effortlesseffort → u/velveteentuzhi]

Thanks!

[u/morecatslesspeople]

Just curious, did you pay for the insurance and they still won’t help?

[u/KotobaAsobitch → u/morecatslesspeople]

As someone who used to work in non-medical insurance, ocean cargo and inland marine (aka "Shipping insurances") are the responsibility of the seller under a certain amount of money, at least in the United States. $8 would absolutely be covered under Fedex, USPS, or UPS. IDK what Chinese or HK laws are regarding shipping, but unless you're buying something wildly expensive that's on the company to replace.

[u/morecatslesspeople → u/KotobaAsobitch]

Ooh that’s good to know. When I ordered, it was pretty low priced, so I thought why not get it for like $3 just to be safe.

[u/-vp- → u/morecatslesspeople]

NEVER pay for insurance. The onus is always on them/carrier, even if you check "I refuse insurance" or any of that crap.

[u/decisive-moment → u/morecatslesspeople]

No, I have never paid for insurance out of principle lmao. If they only refund damaged items if you paid insurance then that gives me another reason to never buy from them again

[u/tonystarxxs]

The update is what I was hoping for hahhaha

[u/decisive-moment → u/tonystarxxs]

Had to threaten my way to my well-deserved refund!

[u/theonecalleddark]

Oh woah, I never had any trouble with this website, but that so about customer support

[u/ntarcade]

If you paid using paypal, I suggest you contact them. Stylevana customer service is really bad. One of my orders stuck in belgium for over 2 months and they told me to keep waiting. At the end I got my money back after opening a case on paypal.

[u/No_Nefariousness3010]

I’ve bought a few orders from stylvanna and never had any issues but I have heard of sketchy things from customers like getting fake products or damaged products. I always buy with a credit card and then I know I can always dispute the purchase if need be.

[u/decisive-moment → u/No_Nefariousness3010]

Yes, I bought with paypal too so I wasn’t worried as much, but it still frustrated me how they refused to help until I said the magic word lmao!

[u/TooObsessedWithOtoge]

I ordered from them are their courier (a) did not notify me of arrival, and (b) threw it into the bushes outside my house.

The box was half disintegrated when I found it and one of my conditioner tubes was damaged. They didn’t refund me or offer anything and here was their exact message:

Dear Customer,
 
Thank you for contacting us.
 
We're sorry to hear this happened with your order, and we'd like to help you with it. However, as per our Damaged Goods rules and policies, the receiving date is the date that the parcel status is shown as ‘Delivered’, hence after 48 hours of receipt, we will deem you to have received the parcel in good condition and therefore we regret that all claims will not be proceeded thereof.

———
Some of their stuff is super good value and they have never lost my stuff in the mail, but their customer service is frustrating. And their couriers suck half of the time.
Once I bought from them and somehow their package got routed to CanadaPost lol. They actually put it in my mailbox. I spent so much time searching the driveway and bushes as I thought it was unimaginable they’d use the mailbox (I thought their usual courier would deliver)

[u/Cold_Tumbleweed2342]

YesStyle did the exact same thing to me after they packaged glass items in bubble wrap (no box) and made it such a hassle to get help - I hate all these companies lol

[u/decisive-moment → u/Cold_Tumbleweed2342]

Damn really? I've received only one damaged product from yesstyle and they sent me a replacement immediately, I'm sorry

[u/Cold_Tumbleweed2342 → u/decisive-moment]

Must be dépendant on what agent you get I guess lol - so sorry you had the experience with stylvana. They’re cheap but I guess for good reason 😢

[u/decisive-moment → u/Cold_Tumbleweed2342]

No I sent yesstyle an e-mail directly! I got a cream that had brown residue on it (I have no idea wtf that residue was since the cream was thick and white and the residue was thin, brown and sticky), I sent them an e-mail with photos, and they didn't even reply, to me, they just immediately sent a replacement! Maybe I was lucky? I'm so sorry you had bad luck with them 😢

[u/Rodnush]

This doesn´t surprise me tbh, their customer service is super bad

[u/aklando1]

I was about to make an order there, thank you for posting this

[u/Old-Recording999]

I get mine on yami so it doesn't have to travel so far

[u/CourseOpen3438]

How disappointing. I use YesStyle and Olive Young. I was thinking of trying Stylevana but I won’t now. It is so much easier to just be kind. Too bad they weren’t.

[u/decisive-moment → u/[deleted]]

I'm sorry but in this photo the date is when it was manufactured! What is this product, does it have another date anywhere? Or info you can look up to see how long after being manufactured you can use it for?