Layla sent me replacement lipsticks however she was very dismissive when I sent through a video showing that the HydraMatte lipstick is not transfer-resistant as it claimed on the SeneGence website. She said that the lipstick was still wet. Clearly I am the person in the best position to determine if my lips were still wet or not as I am the one who put the lipstick on my lips. Pretty disappointing when a customer service agent doesn't believe the customer when they are raising a legitimate claim. There was also no acknowledgement of my request that the website be updated to remove the transfer-resistant claim for the HydraMatte lipstick as it is false advertising. https://www.senegence.com/en-au/products/lipsense-hydramatte-lip-color?srsltid=afmbooqdp-3qpwe4zc_fphcqzdasr04e1nzm1-okb0_v51kb8lnz5knl
I have been a customer since 2018, this was my first time dealing with their customer service team and the overall experience was poor.
They exchanged the two HydraMatte lipsticks that weren't transfer-proof for two Blu-Red LipSense, which is their original smudge-proof and transfer-free product, however I had to pay the shipping to return the HydraMatte lipsticks which I think they should have covered given that the HydraMatte product does not life up to the claim that it is transfer-resistant as stated on their website: https://www.senegence.com/en-au/products/lipsense-hydramatte-lip-color?srsltid=AfmBOoqDP-3QpWe4zC_FPHCQzdasR04E1nZm1-oKb0_V51kb8LnZ5KnL