Horrible Customer Support Experience
I am a "first time" user and took advantage of a "Buy One Get One Half Off" offer. I thought I had selected two different colors to try, but I was shipped the same color. I opened one box and the "Ivory" is very light for summer so I started the process to exchange the unopened box to the next darker color. I started with the "support@hushglow" and waited with no response. I then called the Customer Support phone # and the recording stated first "Connecting you with one of our team members". Then the recording comes back and states "Our phone line is in test mode and can only be used during specific hours of service which was when I was calling. Only option was to leave a voice mail. I did and one day later I received an email (7/24) from David stating they were trying to call me but could not reach me which is very odd because I have had no trouble with my phone and the number on the order is correct. I immediately responded and explained I wanted to exchange the unopened box for a different color. Then nothing for two days!!!! I called again and then received an email from Milo (7/27) stating he understood I wanted to exchange for color and I needed to send pictures of the unopened box so he could forward to the warehouse and start the exchange. I did so immediately and then no response again!!! I called again and received an email from Lily (7/28) and she stated she could find absolutely no record of my interactions with Customer Support. So I started over and sent the pictures. I designated when sending the email to alert me with a "Read and Delivery Receipt". Again NOTHING!!!! No receipts, no replies. It is sad because I like the product. I have read other people's exchange experiences and it sounds so easy. I do not know what has happened with the company but I give up. I cannot spend any more time on this. So buyer beware and hopefully your experience will be better than mine. One more thing: The response below was posted one day after my review and I also received an email from yet another different person stating they did indeed have my pictures. I have pasted in one sentence about the "unopened" package I was exchanging for a different color. You just can't make up: "I just have one question regarding the images you sent. It appears that the foundation is not inside the package, even though the seal is still intact. Could you please kindly confirm if that's the case?" I rest my case...