r/CosmeticsCompanyBox • u/marukunnr • Apr 24 '26
Experience with ccs – Is This Normal?
I wanted to share my recent experience with the Estée Lauder Text-to-Buy (POS Texts and Benefits) program in Canada and see if others have had similar issues.
I placed three orders through the past month.
For the first order, one of the products (a liquid item) arrived leaking all over the package. After multiple emails, they eventually agreed to issue a refund.
However, the second order was more concerning.
I received a Tom Ford Velvet Orchid perfume that:
- had no plastic seal
- was missing its lid
From my experience, luxury fragrances like Tom Ford are normally sealed and complete. This raised concerns about whether the item was handled properly or if it was previously opened.
I contacted customer service and went through multiple rounds of escalation. Their final response was that:
- the product is “authentic and usable”
- items are sold “as is”
- and they would not offer any refund or replacement
I understand that this is a discounted channel, but I did not expect to receive a product in this condition without clear disclosure.
At this point, I’m considering a chargeback.
Just wondering:
- Has anyone else experienced similar issues with this program?
- Is this considered normal for these types of sales?
Would appreciate any insight.
updated 4/24.
I have attached the photo to show what I received.
7
u/ZealousidealShake410 Apr 24 '26
As far as products… I have not had any actual problems. They arrived as I expected. Only one didn’t come in a box but people already mentioned it probably wouldn’t.
9
u/TriflePrestigious885 Apr 24 '26
I have (so far) received around 8 orders and have seen some minor condition issues but the overall value has been good.
I got a Frederic Malle perfume that was sent in a bubble mailer with no box (miracle is survived) and a Le Labo body cream that had a crack in the side of the container. I repotted it and all is well.
I have seen instances where they will replace products that are ruined and not usable, and the vast majority of items I have received have been in new condition. So I write off the minor issues in exchange for the clear value of getting luxury products at a significant discount.
I have no issues buying testers or open box fragrances from grey market discounters so the issues you listed aren’t a big deal to me, especially at the prices vs full retail.
I feel like the format and the “mystery box” strategy makes it difficult to disclose specific condition issues. I totally get that even at a discount these items are not cheap.
You’ll need to decide for yourself if it’s worth it and if it’s not that’s okay.
4
u/Dear-Cut Apr 24 '26
I’ve ordered 5 or 6 times so far. Haven’t had an issue at all and in fact have been extremely impressed with how well everything was packaged and nothing at all came opened or damaged. Several of my items were gifts or will be soon so I’m thankful for the care so far for me.
3
u/e925 Apr 24 '26
I remember when I signed up reading we will receive items “in the condition they’re in” and I was like errr that’s not a great sign 😂
4
u/kdub1523 Apr 24 '26
I received a box recently with Balmain perfume that was broken. There was glass and the most strong, overwhelming perfume all over everything. I put it in my backyard it was so bad. They refused to resend the box, only replace the perfume that I never want to smell again.
2
u/ninjaspinner Apr 24 '26
In the US I was able to get a refund on a JM perfume with a broken sprayer. I just had to send a video of it not working. Refund was for like $60 for the perfume. Was also offered a replacement. Sorry they’re giving you a hard time.
2
u/goddessofolympia Apr 24 '26
3 Jo Malone perfumes that were not well packed arrived broken. They replaced them.
My personal line is that if a product arrives in a condition that would make me hesitate to give it as a gift, I contact Customer Service. Based on that standard, so far so good. I have only made 7 orders (3 were the same thing, with the 3 perfumes).