In regard to the replacement product, I received it early last week and opened it fresh out of the package this morning. It was properly sealed, and from all accounts appeared perfectly fine from the outside.
I removed the packaging unscrewed the wand pulled it out out of the tube and found the brush to be completely mangled. This is the most odd thing ever. As I have mentioned, I have been purchasing this product for years through my hairstylist. At this point, I do not want another replacement. I’m happy to send this one back. If you offer another brand a similar product I would love to know about it. I will not be purchasing this product again. Extremely disappointed and I don’t know what’s going on.
I look forward to hearing from you.
Thank you,
Gina Pedrick
Sent from my iPhone
On Jul 9, 2026, at 1:26 PM, Skincare Essentials Customer Service wrote:
Hello Gina,
You’re very welcome, and thank you for your thoughtful note, I’m glad to hear you’re pleased with how everything was handled.
If you don’t see those emails come through or if anything seems off with the replacement once it arrives, please reply here and I’ll be happy to help.
Have a wonderful rest of your day.
{#HS:3364456057-2720699#}
On Thu, Jul 9, 2026 at 2:00 PM EDT, Gina Pedrick wrote:
That's great news! Thank you so much for your customer service. It is greatly appreciated. I look forward to receiving my replacement product in the mail soon.
Have a wonderful day!
On Wed, Jul 8, 2026 at 5:32 PM EDT, Skincare Essentials Customer Service wrote:
Hello Gina,
Thank you for your patience and for sending the mascara back so our team could take a closer look.
We’ve reviewed the product you returned and confirmed it was defective. We’ve now started a replacement order for your Grande Cosmetics GrandeMASCARA, and it will be shipped to you as soon as possible. You’ll receive a separate confirmation email, and another email with tracking details once the replacement is on its way.
If you have any questions or don’t see the confirmation come through, please reply to this email and I’ll be happy to help.
On Tue, Jun 23, 2026 at 11:04 AM EDT, Skincare Essentials Customer Service wrote:
Hello Gina,
Thank you for your follow-up and for confirming that you’d like to move forward with the return and a replacement mascara.
I’ve sent a prepaid return label in a separate email. Once you receive it, please package the mascara securely and use that label to send it back to us for inspection.
After the product arrives at our facility and our team has completed their review, you’ll be updated with the results of the inspection. If it is confirmed to be defective or not performing as it should, we will proceed with a resolution in line with our findings, which can include sending you a new tube as you requested.
If anything is unclear or you don’t see the label email come through, please let me know so we can help.
On Tue, Jun 23, 2026 at 10:04 AM EDT, Gina Pedrick wrote:
Hello
Thank you for getting back to me so quickly.
Please email me the return label. My preference is a tube of mascara be shipped to me as soon as possible.
Thanks again,
On Tue, Jun 23, 2026 at 9:47 AM EDT, Skincare Essentials Customer Service wrote:
Hello Gina,
Thank you for reaching out and for explaining what happened with your mascara, especially after bringing it along on your trip.
We want you to be happy with your purchase. If you would like, we can send you a return label so you can send the mascara back to us for inspection. If it is confirmed to be defective, we will either refund you for the product or arrange a replacement shipment.
