Lights Lacquer 444 Trio + BUYER BEWARE RANT! - Janixa - Nail Lacquer Therapy 

I'm truly sorry to hear about your recent experience and the frustration it has caused. As a founder, I take all feedback very seriously and I want to personally apologize and take accountability for the mistake we've made! I've sent you an email addressing the situation and expressing our commitment to making things right. Every customer is valued and I'm dedicated to ensuring you have a positive experience with our products and service! We want our customers to know that they absolutely can reach out to us and replace their orders if they are broken! We are constantly trying to work and improve our business, so thank you for voicing these concerns! I’m sorry again!

This is the most honest video I’ve seen in the mail Polish space in years. A lot of people refuse to voice concerns because they don’t want to risk their brand deals- I’ve seen people act like they love a polish that was a 5 coated and still patchy! So thank you for sharing this. Also I was going to order from them so I’m extra glad you shared before I did. Love all your videos ❤

You have a huge voice in the nail community. It's a breath of fresh air to see you use it for good!! I love how you're not afraid to stand up and call out a brand for shotty practices. Thank you Janixa!❤

Thank you for this honest review. I recently had an issue with an Orly bottle in my Color Pass. They immediately took care of it and sent me a new bottle and a thinner. Good customer service is hard to find these days and when I find one who nails it (no pun intended), I stick with them.

EDIT: I see many people are confused about the $2 charge. It is not for extra packaging. It’s insurance for loss, theft and damaged goods through a third party (Route). The packaging will not change. I’m sorry to those who enjoy my Lights Lacquer reviews but I don’t think I’ll be swatching and reviewing their polishes anymore. I gave them a second chance because I thought they had changed their ways but this proves they haven’t.

I worked in retail management for 9 years, you make it right by the customer and then the company puts in a claim and gets reimbursed by the carrier. It's super standard.

I had heard about issues w/ this brand before and based on the info, I refused to buy from this brand. This just confirms my feelings!!!!

I think it’s ridiculous that you have to pay extra on top of your shipping costs. If I’m ordering from you and I’m paying for you to ship it to me, then loss, damage, etc should be factored into that shipping charge.

This was all I needed to hear. Thank you ma’am for making this decision easy.

For their fourth anniversary, why wouldn't they make four? Having worked at the post office (in Canada), I can guarantee that the package has been thrown at least half a dozen times. Most likely crushed under heavier parcels. Shipping polishes is very tricky and at your own risk. But being a seller, they should know that. For two dollars, if they really need that extra two dollars to cover losses (which they don't as we both know with claims), just add it to your shipping, don't make it extra. Or add it to other products. Just seems like a sneaky money grab. And the "we'll send you another this time but next time pay us more in case" is just a way to satiate you and keep you going back. Sorry this happened to you.

When you brought up your business major, my face went 😏, bc someone was about to get schooled 😂 On a serious note, the poor customer service is no bueno and I'm sorry you went through that. Packaging can be pretty, but keeping the product intact is more important, and competent customer service is the ultimate.

I’ve seen that package protection on other sites too. They need to just include that in their costs for the price. I would be more sympathetic to them if they packaged the polishes better.

I really appreciate your review and voicing your issues with the customer service. It’s such an important part of business and what can really set a brand apart from others.

You are very correct, lights lacquer is not a small business. Now someone like Walker with Olive Ave polish, that's a small business.

I have never purchased from Lights Lacquer, and this ensures that I never will. USPS will cover up to $100 without purchasing additional insurance, BUT the seller must file the claim. This just shows that Lights Lacquer is lazy and does not care about their customers. Thank you for sharing your experience with us, as it does help us decide where to spend our hard earned money and which businesses to support. ❤

Yesss Janixa! I'm with you. Thank you for sharing the not so pleasant side of reviewing products along with everything else. This is super helpful for consumers to know. The condescending tone is super shitty in itself. What an annoying way to speak to a customer. If they aren't packaging their products with care, it is absolutely their fault it broke and they need to fix the issue.

i made a large order from them a little over a year ago and nothing was broken luckily, but i hated the packaging enough and thought the polishes were mediocre so haven't ordered again. glad to know i don't need to waste my time with them again! they are definitely a weird business model. every time i go on instagram i see them advertising a huge sale, i'm expecting them to advertise a sale going out of business any day now. sorry that you took the risk on giving them another chance, but at least we all know they didn't change!

Sad this has happened to you! I had an experience where Australia Post delivered my Picture Polish delivery to someone else who signed for it. The post office were useless and would take no responsibility. Even thought it wasn't their fault, Picture Polish went above and beyond to contact Australia Post, replace my polishes at no cost and one of the owners called me personally to update me. I've also had a polish break from another seller and they replaced it with no problem. This is what they pay insurance for.

Adding that brand to the No Buy List. There are so many indie brand owners who are helpful and kind that deserve my money more than

I don't like their response for the damaged np. Also, plenty of small indie brands will package their stuff super secured. So if they can do it, so can LL.

I never select the $2 ship protection. I'm already paying for shipping and it just annoys me to add to it, even if it is minimal. (Those dollars could be another bottle of polish!) Also, this response, ESPECIALLY since you have the ability to speak out about things that don't go right, is just asking for trouble. It's a foolish business practice to tick off the person with the microphone.

So here are my questions: What does Lights Lacquer do differently for that $1.99 that insures the bottles won't break during shipping? And why doesn't the business do that as a matter of course? Also, was there anything on their website that explained what the customer gets for that extra fee? (I suspect it may be buried in the teeny tiny inaccessable print.)

I 100% agree with you Janixa! This whole extra amount for safety of parcel is just to make extra money! So glad you talked about this and that too in detail!🙌

I had a handmade bath products business for years and even with it being me and one other person as a small business, I STILL would send a replacement to anybody whose package was damaged in transit.

I just had a similar response from Beyond Polish when I received a broken bottle of polish without purchasing insurance. They said that they would replace it this once. I'm not sure if I will purchase from them in the future.

I have been really frustrated with Lights for quite a while now and have all but written them off entirely. I had damaged polishes in a damaged collection box, and though they did send a replacement, the replacement collection box was also damaged. They take NO care in packaging products, they just throw the item in a box with no cushioning. Also, they sell out of their promo boxes in SECONDS. No foresight or planning on their part to satisfy customer demand. Their polishes are not worth this hassle or frustration. NOW, they are pulling this package insurance card. LAME. They are running a sideshow over there from what I can tell. I think it's Lights OUT for me on this brand! 😂

I was never a fan of lights lacquer because of her racism. You were kind enough to give the brand a second chance. Now we know it wasn’t worth it. That is terrible customer service! I hope you no longer purchase their products or support the brand and I hope they reach out with an apology and change their terrible policy ! I’m glad that you are using your platform to discuss bad customer service.

I just bought something from Lights Lacquer this weekend and my package protection was like $4. I think it gets more expensive based on how much you spend. Either way, I was super annoyed because I buy a lot of nail polish and have NEVER had to pay for extra insurance on my package. I was already set on checking out at that point but I don’t plan to buy from them in the future because this is NOT a tiny business - they can afford to replace the few packages that get damaged in shipping. And if it’s really that much of an issue, they need to reevaluate how they’re packaging items. It also really rubs me the wrong way when a company tells me they’re doing me a “one time curtesy”. It’s not your fault the package got damaged. One person might order 50 times and never get a damaged package and another might get their first order damaged. The only way to guarantee your order isn’t damage is by NOT ORDERING FROM THEM which you would think the business wouldn’t want???

Thank you so much for sharing your experience. I was appalled at the email the customer team sent you. The customer should not have to pay extra for insurance in order to receive undamaged product. That practice is a turn off and the condescension of that customer service email shows the heart of the company.

I am glad you are being honest. I haven't tried Lights Lacquer and don't think I ever will!!

I was surprised when you started swatch&reviews for them again. I have no interest in LL but enjoy your videos. TFS

It’s kind of crazy to see the juxtaposition between two “influencer” brands. Holo Taco is also RU-vidr owned and Cristine’s business practices are eons above LL. And I highly agree with you on the packaging. A bubble mailer is not safe enough to ship nail polish. Holo Taco uses boxes and foam inserts, and even when I had a problem with my polish being slightly opened and goopy, they replaced it IMMEDIATELY. Mooncat has also done the same, no questions asked. I don’t have a problem with most of LL’s creme formula polishes, but I definitely feel like they are more concerned with the cutesy part of things (i.e. packaging and collabs) rather than the customer service aspect, and I’m kind of tired and bored of their colors and themes. I really do not like their jelly or sheer formulas, which every collection seems to include at least one of those. Sorry to hear you had this issue!

I was always under the impression that a package that has tracking automatically has insurance also, so I have always opted out of the extra because that seems unnecessary, like a scam. Good to know how they operate, tfs.

They shouldn’t have packaged that in a mailer like that with minimal protection. Was it shipped through USPS? Nail polish is considered hazardous material and is meant to have adequate bubble wrap and “strong outer packaging” to protect it. My source is Publication 52 - Hazardous, Restricted, and Perishable Material, USPS Packaging Instruction 3B Combustible Liquids. I would be super upset! They have a responsibility to package the product well so it reaches the customer safely and they comply with USPS rules so a hazardous material doesn’t spill out into the environment. I appreciate the honest review.

I'm with you on this issue all the way. A business serves its customers, not the other way around. (I'm also of the mindset that businesses should also serve their workers, though that's more part of a good balanced relationship and shouldn't be one-sided.)

I TOTALLY agree with you, Janixa! You are not overreacting about this! I dislike and refuse to order from companies that force you to buy shipping insurance. They should stand behind their packages and products and do right by their paying customers. The worst part about this brand is that they ship little glass bottles in bubble mailers. WTF?! All the good nail polish brands ship their products in boxes or very thick plastic bubble mailers and wrap every bottle in thick protection like tissue paper or extra bubble wrap. They made their products susceptible to damage by the lousy packaging. This is totally on them.

OH HELLLLLL NOOO, that "customer service" is absolutely unacceptable. I love their polishes but now I'm giving them the side eye. I don't remember what the packaging was like when I bought some a few years ago, but thankfully I had no problems. That condescension was sickening! "No worries, we'll go above and beyond to do what we should have done in the first place!" This is like straight up mob tactics. Pay extra or it's not our fault what happens to you!

Wow, that is a ludacris business practice / customer service. Since they ship USPS priority or ground can't remember which, either one it doesn't matter it automatically comes with $100 insurance so why the need for an extra $2... that is weird.

I will never order from Lights Lacquer. I 100% agree with you on this slap in the face deal. I'm so sorry you have to deal with that. Thank you for this video and all your videos. ❤😊

That’s so weird, when I ordered from the company when they were still KL Polish I didn’t have this issue when I received a broken bottle. I agree though, even when it was KL Polish, they didn’t package the polish well at all. I think they should package their stuff better. I haven’t really been interested in their stuff since she started the new line of polish, now I’m glad I haven’t purchased anything! I’m certainly not paying extra to ensure that I’ll get a replacement when your crappy packaging causes my stuff to break! Thanks for this review! ❤

I support your decision because I will not be wasting so much money on polishes. And second of all, I will not be reviewed lights lacquer ever again. Like I always said "The customer always right." Thank you for sharing the experience for everyone, Janixa.

They did a poor job packaging the product. You shouldn't have to pay extra for their carelessness. You are in the right.

Thank you for being so transparent ❤ Your reviews help shape my purchases all the time!

I'm with you Janixa! Why should a person have to pay extra for proper packaging, that's ridiculous. It should be properly packaged by the company before being sent out, and there shouldn't be a extra charge for proper bubble wrapping. I won't be purchasing from them any time soon.

I appreciate that you take the time to be honest about these things. I'm not buying from them.

I’ve experienced this a few times now with businesses that partnered with Route. It’s the worst thing to happen to customer service in years. That said, the business can CHOOSE whether or not Route Package Protection comes with a fee or not. It was LL’s choice to make it an added charge, which likely confuse many customers such as yourself into thinking that it’s some sort of “extra” protection. Most businesses and companies that I’ve ordered from that use Route include it with your order for free. Charging a fee for it is absolutely bogus. “Insurance” (AKA very simple and basic customer service in cases of loss, theft, defect or damage) should be something that the company builds into their operating costs on the back end.

I hate to say it but I've missed KL polish ever since she had the outs with that situation. I also didn't like her new bottle shape when she switched that to kind of rebrand herself.

You're so right about the packaging and customer services .This is why I love holotaco and Aengland. kudos to you and your degree 👏hard work 💕

I had a situation with polish pickup I was upset when I reached out to them about my missing package. The first email they gave me the round around about how I should reach out to my local post office and next time ordering I should consider ups that they are not responsible for lost packages , After a few emails back and forth I was send out another package and refunded for the polishes they no longer had. After that experience before I place an order I always check on the company website if a package goes missing or damaged if they replace or refund if they don’t I won’t buy . Unfortunately is not only lights lacquer I’ve come across other companies small or big that have this policy.

If they are using paypal (any company, not just nail polish sellers), they are responsible for getting the package to the buyer. No amount of fine print changes that. So if they refuse to reimburse you, file a paypal claim. If you use a credit card (not a bank debit card), your credit card company usually has options too. Insurance is for the seller.

Sadly, I’m not surprised. I don’t even like the brand, I just watch the videos of YTers I like to support the channel. I kind of have to laugh at the sheer audacity and stupidity of the company. I won’t feel badly when they fail - again.

Wow, I completely agree with you 💯%. I can't stand companies like this. I am sorry you experienced this. I ordered 5 days ago ($163.15 purchase) and paid 2 day shipping as well, still I haven't received my order yet. I wish I could have seen this video before I placed my order. Thank you for sharing your experience because that will warn a lot of us. ❤ @ the "small business" comment, small business or not it is still a business and that is no excuse to act that way. If you are going to sell products all rules apply. Some people love to make excuses and not take responsibility for their faults. Geez.

I am in shock that this happened. It is not the buyer’s responsibility to buy a protection plan. That is something the seller should be responsible in my opinion.

I 💯 agree with you! They are sending glass bottles full of colored chemicals with very skimpy packaging. Insane!

I'm glad you're not doing any more reviews for Lights Lacquer 😐. I really believe you're doing them a favor by reviewing their products. I thought that you may have a discount code by working with them but I see you make your own purchases. Then you're right to not buy polishes from them as they are not going to be responsible for any more accidents in the future 🙄. Lights Lacquers just comes across as a greedy business in my opinion.

You go girl! Thanks for your wonderful reviews and the heads up! It;s a NO for me!!

I am so glad I've never ordered from Lights Lacquer.

I would have been sooooo annoyed if I got that email. Glad you shared this info.

Unfortunately I’ve seen this a few times when ROUTE protection is an option. It’s like if route is an option the business seems to think that absolves them from responsibility (it doesn’t). USPS has a couple options with insurance built in, so it really shouldn’t be an issue. Also, route is for ADDED insurance, it is not meant to be the ONLY protection. 🙄

OmGsh, I find it shocking that they have package protection. I'd expect that from like an Etsy seller working from home or something, but never from a larger company. That is horrible business practice. I wonder if it's something I've paid for and never noticed. But wow. And the email...she should just not have even said anything. This is definitely a good way to lose customers. If this had happened to me and they didn't replace my package, I would never have bought from them again. And being made aware of this now, I will be a lot more careful when buying from them in the future. I will only purchase from them if it's a must-have. I'm a business owner and all these costs are included in my prices. As a photographer , every time I sell a canvas, I charge double the cost of what it costs me to print the canvas, in case I have to replace. There is a smart way of covering losses without making my clients feel like they are paying extra. I mean, no one is getting anything for free, we know that. Shipping costs are added to the price, as well as packaging, and whatnot, but it's stupid to add an extra charge...just add a few cents to each polish and you more than cover the occasional insurance.

I’ve never ordered from them, nor will I ever after hearing this bs. These companies are getting really lazy & greedy.

I bought the Birthday Wishes and Angel Baby - along with several other polishes I had been thinking about picking up. I placed two different orders, but they shipped at the same time in the same package - and when I got it, I noticed I was charged TWICE for shipping - even though it only came in ONE package. I reached out to customer service, and I was refunded the higher of the two shipping charges, but I was a little peeved about that. That being said, I am wearing Diamonds Are Forever right now and I CANNOT get enough of that polish!

Thank you for sharing your experience! I have never purchased from Lights Lacquer because I see them as a very problematic and irresponsible brand…. And the issues people have with them keep coming up year after year.

If they aren't going to package the nail polish with ANY protective wrapping they are liable. What a crap answer.

I love and appreciate your honesty in your reviews. 😊

This is absolutely insane. Ive only been collecting polish for over a year and have made most of my purchases from Holo Taco, I've been tempted by Lights Lacquer but after seeing this I will not be purchasing. It is insane they just use those types of envelopes for shipping polish and that they make you pay extra to be able to receive a replacement if its damaged or lost..wow.. Holo Taco has had their flaws but nowhere near this, their customer service is the best.

Janixa I am so with you on this. You are absolutely right! I would definitely discontinue doing business with a company in a situation like this 💜

I ship polishes on Mercari and Ebay, and I would never rely on a bubble mailer alone. That's asking for trouble.

Omg I feel you! This is such a pet peeve for me too. When did companies start putting the burden on the customer? Especially when the senders are normally the ones that can claim the insurance with their carriers? So isn't that kind of double dipping 🤔

I just checked out the website and the wording for the protection is not clear that Lights Lacquer is not liable. I also don’t like that this gives the handling company an out for shoddy packaging and then puts the blame on the carriers and consumer. Ugh, really distasteful.

I like the way ILNP ships their polishes in the individual cut out protectors. That’s the way it should be not a small bubble envelope jammed packed with product. Nice that you voiced your opinion and Kathleen responded to it. I think the damage is done already because you’re not the only one who has had a bad experience. There’s always room for improvement whether the brand is small or large so hopefully this incident prompts them to do better. Customer service is ultimately a huge factor in the success of a business.

At the VERY LEAST, they should have packaging that is adequate. Lights Lacquer from the get go should pack their things better! What they are saying is that there is NO GUARANTEE that you will receive your items if you pay the standard shipping - THAT IS CRAZY. Just increase your shipping cost because regardless they should stand behind their shipping practices not knowingly half ass it unless the custumer pays extra!

My first order is on the way, we shall see how it goes.🤞

Hi Janixa. The answer is pretty simple - do not buy from them again. There are MYRIAD of brands and an amazing ones, including the moms&paps ones, that would REALLY take an extra bubble wrap to secure their creation to reach you safe and sound. I'm relatively new to the small indie nail polish business, but from those brands that I've been purchasing, I've noticed that they take an extra care to pack their goods. Blaming USPS is the easiest and to me, the dumbest way to get rid of responsibility. I've seen people packing their goods like they are meant to be delivered literallly from "hand to hand". Your unfortunate example proved once again that there are folks out there that have no clue and are not willing to have a clue on how to ship SECURELY. They just want to put zero effort and then blame somebody when damage happens. So yes, you are very welcome to feel frustrated, upset and to my best understanding, very entitled to a refund.

I realize I'm a little late to the party here, but I have to say that I feel Lights Lacquer is completely in the right here! They still replaced your damaged items, even though you chose to remove the insurance. As someone who has dealt with USPS / UPS in trying to get credit for damaged items (as the company who shipped the product) it's nearly impossible to do. I can understand that you feel the "extra" shipping insurance is unnecessary, but that's the risk you're taking when you choose not to pay it! (and again, they STILL replaced your order!) To be clear, I'm not a huge fan of Lights Lacquer - I've received a few of their polishes in old Ipsy bags, & I think their polish is good, but I've never purchase directly from their site. However, I've noticed A LOT of 'smaller' direct-to-consumer companies are automatically adding the shipping insurance to orders recently, and I figure they must be doing so bc they've had a lot of problems with damaged pckg. It's them trying to make sure the problem is easily rectifiable if / when you contact for replacement, bc the insurance makes it easier for them to get their money back from the shipping carrier.

Janixa- i had the same thing happen to my hbd 444 collection set both the polish spilled out and the special box totally damaged- they sent the exact email- i have bought 50+ polishes for myself alone- i have gotten my friends to follow and avid buyers- i got the same email i response honestly i was so let down- i love their products and felt sad that this was their response

To me, the polishes didn't exactly feel special or unique, which is a let down for an anniversary collection. Angel Baby looked more impressive in the full hand shot than the actual swatch. As someone else had said, that insurance should be included in the shipping cost, but the shipping is already like 6 or 7 dollars? I ordered from them a month or two ago and each box of polish only had a single strip of bubble wrap around them. Wasn't impressed with the shipping.

Well said Janixa! Glad you won't support them anymore. I don't support such brands either; racism towards any living being, and shady and disrespectful practices have no place especially in today's world that's struggling and needs more compassion.

Just one more reason to not buy lights lacquer. Great video Janixa thanks for telling us about your experience

I liked Birthday Wishes and Angel Baby of the trio (also, I am kinda 🤔 at the fact they made it only three and not four!). Woah! The box was ruined badly! What??? The package protection was for the package being packed better? This is not a good policy for Lights Lacquer.

They are wild with that email. A joke of a Customer Service reply. I had this happen once with another nail polish brand and never again. Especially at the price we pay for their products. No mija!

oops! I wrote my initial comment while the video was still going. But I still think they could explain how the packaging will be better for that $1.99.

Thanks for sharing your experience. If they knew you had a platform they probably would have just given you a replacement without hassle which is bad to not just do for everyone who has an issue. I heard bad things about the owner before this as well. I haven’t seen anything special or unique from this brand so I wasn’t particularly interested anyway but I would never willingly purchase from anyone who wouldn’t replace damaged items

''added security'' suggests there was a certain amount of security to begin with. But that doesn't seem the case by her reply. Seems the only security you get, is what you purchase at checkout. No thank you. That just doesn't give me a whole lot of confidence in a company. I won't be buying from them, and I buy A LOT of nail polish. I recently received a broken bottle of Mooncat. It wasn't spilled at all, but it was broken at the rim of the top of the bottle, and probably had glass in the polish. They immediately sent out a replacement and apologised. Didn't ask me to return the bottle. That's how it's done. Cheers xx

I just need to know if they’ve reached out since this video was uploaded 👀

Nice colors but nope would never purchase from the company because of the way they handled this situation. I had order my polish from different places, rhey all have come to me in bubble wrap and sometimes small boxes. I had one issues with a polish from target it wasn't packaged right i reached out to target they were so awesome no questions ask they offer me a refund since the item was sold out, they refund me right away but to my surprise a few weeks later i received a replace polish from target.

Their shipping prices are already pretty up there so the fact that they want you to pay an extra fee for insurance? Yeah how about no 💁🏽‍♀️ Also, you’re absolutely correct that the way they’re shipping the polishes isn’t good so of course there’s a higher probability they’re going to break in transit.

Thank you for your review, i think there kind of plain polishes. I'll never order from them.

I just placed an order with them and was shocked to see a $2 insurance fee on my $60 order. That's 3%! Soon they'll be charging us for credit caard processing fees. A more savvy business mind would work the cost into the merchandise. Who knows, maybe they do?! It's shipped USPS, which the customer pays for, of course, which already covers $100 of merchandise! I don't think I've ever seen this fee on any other store I've shopped at, and I do a ton of online shopping. Certainly none of the indie shops I've used. Not only is it covered by USPS, not only are all businnesses already required to carry business insurance for this, but finally, the business could write it off on their taxes. It literally costs them *nothing* to not mess with customers over this petty stuff. Is there a kickback from Route? It's not an "incentive" if you're exploiting customers to get a benefit. Not saying it is, this is just not logically or practically adding up. Down the rabbit hole and I find this video, so it's still not been addressed except for people who want to make a big stink about it on social media, I guess! (No shade to Janixa, I'm making a stink too!). Come to find out, the company has a history of bad press. You'd think they'd not do petty stuff like this to keep their skeletons buried. I feel like they're saying f* you to customers. No thanks. Dunzo with this company. Eww

Wow, this is really disappointing. I haven't purchased from them in a while and was going to make an order. This changed my mind. Thank you

Hmmm.... Haven't bought from her and now I won't. LynnB polish was so wonderful when I needed a replacement due to broken bottle.

Wow... That's BS. I was going to Return a Mooncat polish I ordered doubles of, and they refunded my money and told me to keep the polish and gift it, which I did. Shout out to Mooncat!

I completely agree with your points, they are relevant and realistic.. I too would nevet buy again from a company with such practices...

This just bad business practices. That is beyond ridiculous. The more and more I hear about this company the more I do not want to purchase from them. Even companies like PPU and HHC do anything and everything if something is damaged. You can’t have policies like this and except to keep customers coming back. It’s bad enough that shipping cost keep going up now you expect customers to pay extra so nothing is damaged and if it is you will do something about it. How about take that extra two dollars an order and package your product better so they are less likely to get damaged in the first place. I will definitely not be purchasing from them

I’m very concerned about the future for consumers when companies start passing the buck to us. For example, companies that manufacture inconvenience to sell you more product. Or companies that don’t stand behind their products or mistakes, so they can sell you insurance or plans. If this becomes a precedent, and it looks like it is already in some industries, more may follow suit. Things are tight as it is with costs going up and quality going down. These conversations are so important! Stay informed and demand better of these companies. Thanks for putting this info out there. As consumers we should try to vote with our dollars as much as we can.

You are being nice, not blaming the seller! If it was just lost, or stolen i would understand not blaming the seller but if they are shipping something breakable, and it arrives damaged, it’s on the seller. They didn’t package it properly.

I had this same issue with Ulta. I will never shop with them again.

I pay extra dollars and what some would call "Why do you pay so much for that when you could go here or there for sooo much cheaper?" Why? Because of excellent Customer Service. And it is so very sad that in this day its near lost and gone. Thanks for the heads up! #wordofmouth

This is why I always pay with PayPal. That extra insurance means nothing. If a company wants to deny sending a replacement. I make a claim with PayPal and they will refund me my money. They will literally take this money right back away from the company. If a business continues to have bad business practices like this. PayPal after a certain threshold, has been crossed. Will remove themselves as an option of payment. Which quite frankly is a huge red flag not to purchase.

Hi Janixa I am so surprised that LL does not take responsibility to pack their product well. That is the issue in this instance imo. I agree with you that is bad business practice and I appreciate your information. It is good to know for the future in case I wish to order from them again (I don't think I will).