Matte Lashes Reviews 15

Reply from Matte Lashes

Updated Dec 12, 2020

Hello Adam,

Thank you for your feedback. We’d like to inform you that whenever any customer has any issues with their order, we never refuse to schedule reshipments. You mentioned your sister purchased our Euphoria Palette during Black Friday which was about two weeks ago and the palette arrived damaged. You also mentioned that there were several attempts made to receive a refund/exchange and our team refused. However, we actually haven’t received any emails in regards to broken products for the past two months and when we do receive emails in regards to damaged products, we never refuse to refund/exchange the item(s).

We’ve asked if you could please send us your order number and a photo of the damaged item and we still have not heard back from you. Our email address is help@mattelashes.com. We cannot locate your order, nor can we find a solution to this issue if you do not contact us.

Also, we’d like to mention that we cannot, under any circumstances delete reviews, whether good or bad, on Trustpilot. You can check out Trustpilot’s policy on this for more information on how their platform works.

Thank you,

Matte Lashes
Customer Service

Edit: This reviewer refused to provide us with their order number or any proof that they did in fact receive any of our products. They responded to us with the following message: “ Not interested in providing your company with any of my sister's information.”.

Reply from Matte Lashes

Oct 10, 2020

Hi Liv,

Thank you so much for your feedback! Our liners do have a slight smell but that is because our liners cannot have any type of fragrance in them as they are used around the eye area and can cause irritation. Also, if our liners are mixed with too much water, you will achieve a sheer consistency which would then lead to having to layer more product on. This can be avoided by using less water.

Let us know if this cleared up your concerns!

Thank you,

Matte Lashes
Customer Support

Reply from Matte Lashes

Jul 30, 2020

Hello Tori,

Thank you for your feedback. We just took a look at your order and your order hasn’t shipped. Your order was placed on July 15th and we asked to allow 2-3 weeks for your order to ship because Pastel Liners are up for Pre-Order. Only two weeks have passed by and we are already starting to ship out Pastel Liners. We will get to your order soon, as promised.

Also, we are not spamming you with emails. Unfortunately, the trust pilot system was automatically sending customers invites so they can leave reviews. We have already shut this off and we’re still not sure why trust pilot continues to send out these emails when have asked them numerous times not to spam our customers.

Our email address is help@mattelashes.com and our Instagram DMs are always open so customers can inquire about their order instead of doing so publicly.

We apologize for any inconvenience this may have caused and again, your order should ship out by next week as stated in our product description.

Thank you,

Matte Lashes
Customer Service

Reply from Matte Lashes

May 18, 2020

Hi Lisset,

Thank you so much for your support and kind words! Our team has been working diligently to ship out orders using proper safety precautions needed during these difficult times, especially when businesses in Florida have been severely impacted by COVID-19. We appreciate the recognition as we continue to ship orders as quick as we can.

Thank you again for your support and allowing us to continue growing and creating colorful products!

Regards,

Matte Lashes
Customer Service