Alienated

Nov 23, 2025

Poor Communication

I placed an order and realised that I didn't received it weeks later even though the package has stated it had been delivered. Naturally, I contacted Cult Beauty Customer service to check if there were any proof of delivery. I filled out the forms they wanted to and was told by a human agent to contact them if the investigation hadn't been concluded by the 17th for a refund or a reshipment. Since I needed the products and I didn't receive any, I figured to get what I needed through different sites and ask for a refund on the 17th. On the 16th, I received a notification out of the blue from what I assume to be a both saying that they were working to reshipment my order. I quickly messaged asking to cancel the shipment and get a refund only for the next message sent by a human agent to ignore my request for a refund and reiterate that it will be reshipped. I then messaged again on the same day stating I want a refund only to receive a message on the 18th saying it was too late as it had been dispatched. I tried asking if I can return the products for a refund only to be told that the postage I would have to be pay the postage. I live in Singapore. Cult Beauty is located in the EU. That is a very expensive postage especially for a SGD 166 order. I would basically receive half of that back to rectify a mistake I hadn't made.