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My Revolution Beauty makeup hasn’t arrived after three weeks

I recently ordered makeup from Revolution Beauty’s website, having previously bought from Superdrug. They are huge in the beauty industry and supply unusual products. I am training to be a part-time makeup artist and needed the products for a graded assessment that counts towards my qualification. Revolution was aware of this when I placed my order. Three weeks later, I still haven’t received the order. My assessment is long past, for which I ended up having to borrow some items from classmates.

I did OK, but the anxiety caused from not having the products was upsetting. After visiting the company’s Facebook page I discovered that many customers are also waiting for orders. I emailed the founder who still hasn’t replied. If it is having issues it should be professional and explain, not blame Royal Mail or provide invalid tracking codes, which is what seems to have happened to myself and other customers.

I work in marketing and am appalled. PJ, Banstead, Surrey

You sent us a lengthy email trail in which Revolution does, indeed, point the finger at Royal Mail for delays and refers you back to easily available information on its website. It asks customers to get in touch if their parcel does not arrive, but didn’t tell you why your goods had failed to turn up.

Revolution Beauty says you were the victim of “an unfortunate glitch”. Carrie Tyler, its global head of content, says: “The customer has now received her parcel. Tracking codes were genuine but were not recognised by the Royal Mail ‘track and trace’ system due to an error. This has been fixed and we apologise to our valued customers affected by this bug.”

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