Now I happen to LOVE Morphe products very much so this pains me to write but I feel I should as I have been really upset with my last order experience and think others should be aware as I've since read other reviews of similar problems.
So I made a large order on their site which took me forever to do because of the great choice of products in their sale to choose from and also because the site was so ridiculously slow and kept refreshing itself and actually in the end I had to make two separate orders rather than one big one as once I got to a certain amount of items in the basket the site would just kind of stop working and constantly tried to load. I don't know if you can only buy a certain amount at one time or what (that would be strange) but it wasn't my phone or anything as I was also making a large order with beauty bay and revolution makeup at the same time (both also had great sales!) and there were no problems with those. Anyway I managed after some time to get the orders in. When they arrived the box came damaged at one end. It was scrunched a bit at one side and there was a small hole. I took pics right away incase something inside was broken (I was expecting broken eyeshadows etc) but actually the items inside weren't damaged. There were only a few items in the order and I thought perhaps they had to send some separately for some reason. Anyway the products were good and I also received my beauty bay order the same day so was happily looking through everything. I realised once I had both orders from Morphe that I didn't seem to have as much stuff as I thought I'd ordered but assumed I just mustve deleted more than I realised from the basket before buying to keep costs down…or that I was thinking of items id bought from the other shops. But when all my orders were here I knew I was missing some items so started to check what I had actually ordered (should've done that right away but I was excited to see all my new stuff!) I wrote down all the things that were missing from my order and when I counted them up I couldn't believe just how many were missing! There were 18…yes 18!. Products missing from my order. Because there were so many I thought maybe they did have to send some separately but the items were listed on the invoice inside the box so that couldn't be right! I sent a pic of the list to them telling them just how much was missing. They took days to reply. About 5 days I think (I've been spoiled by Il Makiage who responds mostly the same day!) asking me to list in the email all items missing and to take pics of all items I did receive before they would look into it for me. I was a bit confused by this as I had already sent them a clear list of missing items including how much they cost and everything so why did they want me to 'confirm' the list by writing it out again?…and how does me sending pics of the items I did receive help with the items I didn't receive? I didn't understand so I asked them why. I was willing to do it if I had to but tbh I had already put all my new makeup away which meant they were all in different places (I have different bags for different things. Like a bag for my makeup base I always use then another for more extreme things not used as much and one for lipsticks another for another type and so on!) so it would take me quite some time to sort through all my bags to locate the new Morphe items I'd just got (I really did buy a LOT of makeup through the 3 shops as I was replacing stuff I lost from having my old stuff stored badly when moving) I'm disabled and bed bound and it sounds silly but it really would've been a big job for me to haul all the bags onto the bed to search through every one to find the few Morphe things I'd just bought. If they had of replied a bit quicker I would've still had them in their boxes so would've been much easier to do, so I wanted to know why before putting myself out to do it. They didn't reply for days again and basically repeated the same email! So I send the question back again, waited days again for reply and they weren't asking for the list again this time only proof of the items I did receive again. Do again I explained why this was a hassle to me and that I would do it if I had to but I just didn't understand the reasoning behind it. I didn't receive a reply for a couple of days again then suddenly I had an email saying I had been refunded a certain amount and that an order with four items was being shipped to me. Then I had an email from them saying this
" We're sorry that items were missing from your order. We have reached out to the carrier regarding orders UK******* and UK*******, and we have received proof that the weight recorded by the carrier on both packages was shown to be complete. We will notate this incident on your account and record and document it with the carrier to avoid future occurrences."
Which I could be wrong but I took that as meaning…we don't believe you so have made a record of this on your account so if you happen to do it again we can call you out on it! I was not happy at all with basically being called a liar (that's how I took it anyway) there is no way they could've weighed in correctly with 18 items missing and 2 of those items were quite big eyeshadow palettes (both palettes contained 35 eyeshadows) so either they are lying or it was stolen from the order after they weighed it? I did then send them the pics of the damaged box and said that I hadn't complained about it before as the products weren't damaged but that maybe they should look into the service of the courier before insinuating I had stolen the items as they obviously hadn't been very careful with my order before delivering it to me.
I have attached the emails, maybe I'm being sensitive but I def feel as if I was being called a thief at first until I messaged them back then they said it was a misunderstanding. It was sorted in the end but I was upset about it as i really wanted the items I'd ordered which were now out of stock and I really do love their products (especially their brushes) yet kind of feel as though I shouldn't order with them again. I know mistakes happen and it's just human nature but the amount of missing items here is just weird especially as they were listed on the invoice inside the package so should've been checked off against it when being packed. I understand it is very odd but I do resent that they appeared to look straight at me for blame. I think it would be really weird and very cheeky to lie and say that so many items are missing if I wanted to try get some free stuff! Idk what happened to those items but someone must've had them…it certainly wasn't me and I'm unsure wether to ever order from them again. What if I did order again and there are missing items again? They're just going to blame me aren't they?! Safer to just not order again…but I am gutted as I love their brushes and eyeshadows and I can't visit their actual shops as I'm bedbound.