Luxury Prices, Broken Promises — My Prada Beauty US Experience
Trustpilot should seriously consider a zero-star review.
I ordered an eyeshadow palette and two lipsticks from Prada Beauty US and paid $20 for expedited shipping. The parcel was flagged as hazardous and returned to sender before reaching my delivery address. I never received my order.
What followed was hours of chats, emails and screenshots, with me doing the work customer service should have done.
Representatives repeatedly told me the return was still in transit despite UPS proof of delivery naming the recipient, Tiffany. One even asked whether I knew Tiffany—as though a customer should know who receives their returns. Only after I supplied the final tracking number did they acknowledge delivery.
My request for a supervisor went nowhere. One representative would not provide their name when asked. Emails contradicted the carrier’s records and previous assurances.
I was promised refund confirmation within minutes, then within hours. Neither promise was kept. At the time of writing, I still have no refund confirmation.
A shipping problem can happen. This prolonged failure to take responsibility is unacceptable. Prada Beauty charged luxury prices, delivered no products, and made resolving its failed order an exhausting task for the customer.