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My IL Makiage Experience

September 17, 2019 2 min read

By: Jessica G.

When I came across the IL Makiage  Instagram ad, I damn near passed out. The ad stated that anyone can try their 'Woke Up Like This' Foundation 14-days for free. I rushed to their website, did the foundation match quiz, and I got an exact match to my Fenty Pro Filt'r Foundation (which I'm obsessed with). Next, I read the fine print, popped in my credit card info, and my IL Makiage shade 155 was on the way! Unbeknownst to me, this experience was about to turn into a hot mess.

So, my IL Makiage package comes and it's LIT! The foundation came packaged in a large black envelope that couldn't even fit in my mailbox. All I could think of was, "If the packaging is extra, then this foundation is going to have me SHOOK." I run in the house, rip the envelope, open the foundation box (which is bomb too) and what happens next, will shock you. After all of this excitement and waiting almost a week for my foundation, the lid is broken. Customer service here I come!


















My initial next step was to email customer service, but I darted to social media instead. I wanted to see if anyone else had this issue and to my surprise, every other comment was about a broken lid or their "horrible" customer service experience. Next, I started preparing for an all-out war. I mean, the comments about the customer service were about IL Makiage ignoring people and ghosting them. I typed up my email, hit send, and got an automated response stating, "the insane amount of orders has pushed our response time to 36-48 hours." That means I have 36-48 hours for my anger to fester. But, I was pleasantly astonished by what followed.

To my surprise they reached back out in 48 hours, apologized, told me I could keep the busted foundation and sent me a new one! I was 100% relieved when they took ownership of the issue. They immediately shipped a new bottle and sent me the tracking information. However, they weren't off the hook just yet. I still wanted to try this foundation "for free" and get my life. Well, I ended up needing to be resuscitated after I opened my second package from IL Makiage. 

The new bottle they sent me was in the shade 060, which made me look 50 shades of butter pecan because my shade in the 'Woke Up Like This' foundation is 155. Needless to say, I tried the original bottle (in my shade) and LOVED IT! However, the lack of organization and the state of the first bottle turned me off. Overall, I'd rate this entire experience a 5 out of 10.

Yes! Proceed with caution and if you get a busted bottle, remember that I told you so.


Exhausted customer

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