Alrighty so I ordered this palette when it launched. Being an international customer I waited a month before contacting her. I emailed twice before getting a response in which she told me that she was dealing with an influx of orders and mine would be out by the end of the week. Nothing...tried emailing again, commenting on their social media and messaging them as well...nothing. I waited another month before eventually getting a refund through paypal. But I never did get my shipping refunded...so the way I see is that she basically just took my money without so much as an apology. And I know I'm not the only one. As someone who has two different autoimmune diseases and is an artist and science communicator this is just unacceptable. I know first hand how sickness can affect you but this is disrespectful and bridging on theft if you ask me. I was more than understanding and respectful to Shroud. I'm disappointed cause it is a gorgeous palette but this is not ok to treat people like this. I dont think you're being insensitive at all
Haven't ordered from Shroud and probably won't. I agree with you about just letting people know what is going on when so many people have paid money for product. Everybody else can't just not show up to work. They have to notify the other staff and their boss. Not showing up would get us fired. As a small brand owner, should at least just say there was a personal emergency or something and then shut the site down temporarily.
That is theft. I went through something similar with the Amy Loves Makeup first palette. I threatened a fraud lawsuit with the Florida Attorney General, and she sent it. I'm so sorry you were treated so poorly.
Unfortunately, I think this incident might be the downfall of the brand. It already had a reputation for shoddy delivery and customer service and I don’t think the lame apology is going to cut it to soothe the anger and disappointment. This makes me sad as one indie brand after another is closing shop and it sounds like there was a traumatic incident for this brand owner. It must be extremely hard to manage a business solo. You nailed it when you labeled them niche. Who has the extra cash for niche products anymore? I don’t and I’ve cut my spending on cosmetics way down. My last splurge for my birthday gift to me was from indie brands, the Sydney Grace monthly bundle and Adept Flying Fiddles (had a discount code from the brand :). Nomad, ugh, I want those last two releases! Waiting for a sale, though. Love these two looks you created and the formula seemed so good. I would have totally bought this palette, in fact I had it in the cart at the release but the lack of swatches and zero vids from the influencers that normally get the PR made me rethink it.
Hey hey! Thank you for your comment. There still hasn’t really been any updates from the brand. Also you are right about people not having extra money. Over the years I’ve seen a rise especially on the indie space and many of us are cutting back when it comes to makeup. I’m glad you saw the red flags when it came to ordering this palette.
The only circumstance I can imagine that made it impossible for them to communicate better is if she was in a coma (or something along those lines that made it impossible for her to delegate things to other people). But if it's not the absolute dire circumstances that render her impossible to communicate to others, this is very unacceptable. In the very least I think she should be slightly more transparent now so people know was it really possible for the brand to be more communicative. Thanks for the review (as well as sharing your story)! I really enjoy it and even though I'm likely not getting the palette it's still inspiring to see the color story and the looks you create.
She would have had to have been in a coma for 3 months because that's how long some people waited for any kind of response. As a business owner, she should have a contingency plan in place for times like this. Completely unacceptable.
Thank you for making this video. I too ordered this palette, but I disputed the charges back in January. Honestly, after seeing your swatches, I know I made the right decision. I would have been absolutely disappointed if I had waited all this time for this palette. With all due respect, the colors in real life look boring. I am deciding whether to order Moonfall, but I refuse to wait 5 months for an eyeshadow palette.
It's not being insensitive. Your feelings are valid. Shroud should have created a post to alert consumers that orders may be behind. If they could not have done so, they could have requested assistance In posting.
I faced a similar situation years ago where I couldn't deliver a service people bought from me. I gave myself one week to refund everyone (several thousand dollars) because I knew I wouldn't be able to sleep if I didn't make things right. That being said, you can't anticipate serious health concerns (I've been living with it for 3 years now)but the bare minimum was to communicate or at least mandate a person you trust to share the news, find a way to close the shop, and refund pending orders (not immediately but give a deadline so people are not left in the dark). I missed one of the collabs with Batty Bean and I see this as a blessing in disguise. I hope they survive this episode and learn from this experience to adjust their process. Not with my money though. 😐😔 @25:34 I did something with pink and purple shadows yesterday and it looked good. Granted, looks better for a Halloween party than an everyday look. But respectfully I don't know what you're talking about 😂 Your look in that photo is 🔥😏😍
Yeah it’s hard. I’m not a business owner and having a small team is hard to. It really sounded like something tragic could have happened but just not sure. I think many people did feel in the dark and may not purchase anything else unfortunately. Pink and purple are great to pair together!
I think the fact that she didn't close up shop is one of the worst parts for me. There was nothing on the website or social media saying there would be a delay. So people could keep purchasing items without knowing that something was going on. I knew something was wrong from the start when they never responded to my emails. I even posted a "buyer beware" message on their IG. As a business owner, she should have a plan in place for emergencies.
As someone from the hood whose had friends up and dissappear like this. I know many people first thought was illness but mine was jail. Because to up a dissappear and people not knowing where you are is giving arrested in a different city.
Interesting, and viable, story. But still, jail isn't the moon. You STILL can communicate, and/or make sure someone does it FOR you. There IS no excuse, period, aside from -- as someone mentioned -- being in a coma.
So, I have never ordered from Shroud but heard about this from many many creators. I do not agree with what she did and I agree. She should've issued a statement online, shut down her site with just a landing page (to subscribe to email notifications) and then sent an email to customers letting them know about their recent orders. We don't really know what happened to the owner, but as a brand owner, wouldn't you want a fale-safe in place in case something happens? This has hurt her brand so so much, and it's so sad. Not handled well overall and I hope that she could possibly bounce back and truly learn from this.
@@BeautyAndTheFrizz once a reputation is sullied, it’s hard to bounce back. People might understand if it was a medical issue but …. Idk 🤷🏼♀️ it’s so sad. I heard the quality was decent
It really is disappointing, your feelings are totally valid. I miss the live chats, unfortunately they are always during my workout time now (I know you know how hard it is to be a parent and get that time in). But I’m always watching the replay! Thanks, Cara!
After paying $69 for this palette and a blush I never heard anything from Shroud. Disappointing and all the empathy seems to be directed at Shroud. What about the customers who trusted Shroud to deliver the product after paying with their hard earned coin? Surprised that the influencers mostly turned a blind eye and didn't even discuss it. Not using codes from Influencers who don't support me anymore . I lost the $10 shipping cost , but PayPal refunded the rest of my money. Very shady of Shroud. I was a good customer. Thanks for being honest!
They want to remain in the good graces of their indie brands because they don’t want to get kicked off PR or have their codes removed. They also have parasocial or real relationships with some of the brand owners so it gives them more of a bias. They could have at least warned on IG or a RUclips community post not the buy from them until the situation was resolved.
Hey Denise I’m sorry so many of us had this experience. And I always say how expensive our makeup love can be. Especially with indie brands. I’m glad your charges were reversed. I hope they do better in the future but I doubt I will purchase anything else.
Who is giving this brand their sympathy? I was someone who ordered at launch and never heard anything from the brand. I still haven't heard anything. I honestly don't give a crap what she was going through. She is running a business. She should have a plan in place. She gets no sympathy from me. The content creators giving her sympathy are probably the ones who get these palettes for free.
LOVE the looks you created, especially the second one!! So gorgeous! I ordered the MoonFall palette the day it came out last year (?) and it shipped relatively quick, however one of the shimmers was busted so I emailed her and ended up getting a replacement which that did take a serval weeks to get a response to my email & get the replacement shadow, but she did fall all over shelf apologizing so it didn’t bother me too much. I really really REALLY wanted the dark academia palette & planned on ordering it during their Black Friday sale, which never happened & I got a weird off feeling about ordering bc there was never any updates posted to their IG or website, so I never did place an order. But man do I really want this palette bc it’s gorgeous absolutely and those shimmers 😍😍😍 Hopefully I can find it on Mercari tho 🤞
I received my palette finally too, this was the first time ordering from Shroud, and this experience was disappointing. I unfortunately won’t be ordering from the again, which is a shame because the quality of the palette is very good.
Commenting as I watch 😬😁, the way you expressed your feelings about the situation is exactly how I feel too. Thank you for speaking out and all the looks are beautiful 🤩
I agree that people should have been made aware of a significant delay. Most would have understood without demanding specific details. It is a really pretty palette and I've wanted Moonfall for a while but given what happened it will take a LOT for me to order from them again when there are brands that consistently knock it out of the park for me
Hey Cara! Thanks for the video and I'm glad you finally got your palette. I remember when you originally bought it and the owner of the company should've been more transparent about not being able to get the orders out in a timely manner.
I ordered this palette on Nov 26th 2023 and I have heard NOTHING! There was NO mention of a pre order and $49 may not be a lot to some but to me it is. The way the brand has handled this is insane. SOMEONE could have gotten a message out to their customers I am starting to feel like I am being scammed at this point! I tried to dispute with Pay Pal and they bascially said I need to continue trying to reach out to the brand. They will probably never get another red cent from me!
Seems some people were successful via PayPal 😢maybe keep trying! Normally at this point it's clearly breach of contract and PayPal has to be able to get your money back. Its far too long
I heard from someone that they tried disputing the charge but lost the dispute because the brand responded to the dispute. She then reached out to the brand and they still haven't responded. This is a serious matter. She can't just ghost people who spent their hard earned money on a product she was selling, then not send them the product.
People don’t have to care or be empathetic if they don’t want to because this is business. Not even indie brand owners are our friends and they don’t know or care about us on a personal level, so I don’t care about them as people. Of course I wish everyone health, success and well being. But I’m not going to get emotionally invested or coddle any public figure or brand owner when things go south. If something happened to me where I couldn’t go to work, I would have my dad or partner call my employer to let them know that I was going to be out for a long time so I don’t get automatically fired. She could have at least had something in place where a trusted source refunds people and shuts down the website if she can’t fulfill orders. She doesn’t owe us an explanation on what happened to her because that’s her health. I don’t care to hear it honestly and it’s TMI. All she had to do was hace someone refund, close the shop and say the business was on a break and left it at that. I heard she ghosted customers in the past so this is not a first time event. I will never buy from them again. She will probably find an excuse to pull this crap again in the future and that time she may never come back at all.
That's what I'm saying. Even if you are a one woman shop, you should have a plan in place for emergencies. Like you said, if I did this to my job, I wouldn't have a job for long. She disappeared for over 3 months. That is ridiculous.
Ooh, so you are one o the few having rcd this, finally? Congrats. Great that you bring the It's Freakin' Bats debacle up -- it seems many recent purchasers aren't aware of that misery (and should be). I do believe it was a Halloween release (or ... was SUPPOSED to be, that is). IIRC I also believe Shroud IS a 1 person operation? 1 or 2, if not mistaken. Sorry abt your experience w/ IFB, but your "save" looked awesome! I JUST, for some reason (most often late/last adopting new things), fell head over heels for their OLD old (2018) Arcana palette, but got it 2nd hand (for obvious reasons). Waiting for it as we speak. I've not seen anything about "resurfacing" though, or ANY communication whatsoever abt neither being "too sick to work" nor anything else. Where was that supposed to have been stated? Also, as many on their IG have pointed out -- and you also do, IF that's the case, you arrange for delegation, and YOU COMMUNICATE to the ppl who gave you their $$. I'm sorry, I just don't have any tolerance for that kind of BS. You're 100 % spot on there. A real pity in any case; the palette is beautiful (and I also like some earlier color stories). But ZERO trust in that brand. For good reasons. Cute hair, love it lk that! I also like both your old and newer kind of expressions, personally. Sometimes I want a more bold, playful, in your face look; sometimes smt more subdued. That's the beauty of makeup for me. Being able to change completely according to what I feel lk. Regardless, I think it's important that you DID make this video and address everything around the brand, as well as its releases and behavior.
I ordered this palette at launch in November. I gave her until mid February and then disputed the charges before it was too late to do so. I work too hard for my money for someone to treat it like that! I won't be purchasing from the brand again.
If this woman ran anything other but a cosmetics indie brand she'd be in huge trouble as this behaviour borders on criminal at this point!? She says she is too sick to work for over 3 months?? But she continues to run her websites and taking sales! I'd call that theft and if she was in a different industry she'd need to get a lawyer. Why are we acting like this is some little faux pas to treat your customers like crap 🤷 I think we should all have more self respect to expect better treatment from people who want our money!
People give small indie brand owners too much leeway for bad behavior. They put them on a pedestal just because they are small brand owners. If Urban Decay stopped sending out orders for months they would all be making videos complaining about it, but since it was an indie brand most people were radio silent. Being indie doesn’t necessarily mean they put real “heart” into their brands. Putting their heart into their brands means good customer service or at least communication in this case. Plus, whether a huge corporation or a small business, they are both FOR PROFIT business. They are not our friends or here for a benevolent cause, so people shouldn’t act like they are anything to be lifted up on pedestal.
Moonfall was originally singles which I bought in 2017/2018. They were beautiful. I was so close to ordering Dark Academia. I feel sorry for the owner but the way she handled things wasn’t the best route. Especially when people have given you their money.
The palette is beautiful. Sorry to hear of this poor customer service and the fact that the wait times haven’t improved. I got its freaking bats on the first go and it was a long wait. I’m not a fan of the shadow quality though. I haven’t ordered anymore because of that. I don’t like how powdery the mattes are. Thanks for sharing the swatches, looks and your thoughts!
Beautiful Eye looks. I've been on the neutral bandwagon as well. All their products look great. It's unfortunate they've been having significant setbacks like this.
Especially in today's day and age when it's so easy to communicate. All she had to do was do an IG post and the message would circulate. There are so many beauty RUclipsrs that post about makeup news. That's why this felt scammy. It was like she wanted people to make purchases, like she needed the money.
I bought their og Creepy Cute palette when they were Strobe Cosmetics. Didn't have any issues and I love the formula. But after all that's happened I'd be hesitant to buy from them again. I'll just dupe them with my singles lol
The Good lord blessed me Some how with 🙏 PATIENCE 😂😂😂❤😂😂😂👍🏻 😊🙏!! I waited 9 months to get my first indy palette from Shroud, it waa jusr a sheer blessing when i did receive it, no rush, i work in the health field, dialysis, when i would go to work, i was not expecting everyone' to be present, 😢 i learned that one day at a time, loved being able to meet so so many ppl ❤
I'm torn on buying anything else from them. I purchased a couple back in November but I still haven't gotten mine. I'll give it another week then I'm disputing my charge. I get that things happen, but she couldn't have a friend or family member post a basic update? Just silence for months? That's so bad. One post saying something tragic happened and palettes would be delayed would've been enough, but nothing, not even answering emails. It's just ridiculous.
It definitely seems like Shroud's owner had some major life event, and became overwhelmed with how to deal with the business in the aftermath. However, some very basic communication with customers, such as ONE update informing about the business status, by website or email, would've been professional and just common courtesy. A little clear communication can go a long way in all relationships, including in business. You don't have to be a professional. It's sad, but not dealing with it just made things much worse for Shroud. I also hope they can bounce back, because I hope that for anyone going through tough times. We've all been there.
Yes I agree totally! We have all been through tough times! I hope they bounce back too. And communication does go a long way! I think many people would have waited for the palette if they knew there would be a delay. Especially due to health reasons.
I ordered from Shroud back in December, and about a week ago received a message via email from the owner saying she had been ill and that I will receive my order sometime soon. I hope that I do receive it soon.
You are more patient than me. I waited 2 weeks with no response to all the messages I sent them before filing my dispute with my credit card. I didn't want to lose my money and it felt like that was going to happen. It's probably the only reason I got my money back, doing the chargeback so early. If she wasn't reading her emails, she probably missed the deadline for my chargeback.
your eye looks are gorgeous! this color story is so pretty, such a shame that there is little communication and trust with the brand. what shades did you swap-in for the shimmers in the It's Freakin Bats palette, I would like to do something similar with my palette.
Thanks for making this video! I was always interested in shroud but never purchased. I tried to order the its freakin bats but it sold out immediately and i just watched the sh*t show that occurred with that. And i was interested in the creepy cute but now i have plenty of pastels in the blend bunny surge and sugar and grunge. I wont purchase from them now because they just seem unreliable. Im glad the owner is ok tho.
I got lucky I got its freakin bats on the last run with the singles of moon fall, my first time trying the brand. I really enjoy the palette and singles. After this being rhe second drama this brand has had I would be scared to order more. .
It’s really pretty. The duochromes are gorgeous and it’s a muted but still colorful array of mattes. I hate holochromes. They look so messy to me. These shimmers are exactly the level of oomph I like.
Agree. Holochromes just turn out as crumbly shimmers on my eyes (except for BBB Dragon Holo which I sincerely regret decluttering, because that actually showed up as smooth green with holo)
I didn’t order this palette however i did order the 2 battybean palettes in January, when the site had a sale, so who was taking care of updating the website for sales and such, because she had a couple of sales in January. And i still don't have my order after being told, via email, that it would ship the next week, that was 2 weeks ago. And no additional responses to me inquiring about an expected ship date, as the time frame she gave me has definitely passed. Will never purchase from her again.
The owner is clearly capable to at least operate her website and talk to individuals they wanna talk too. It's a plain shit show let's be real! At this point it's theft
I was one of many with a pre-Black Friday order. I waited for so long because of the drama surrounding the Bats palette but i was just sure they'd have worked out the kinks. Wrong. Crickets. I got my charges reversed late Feb but i am genuinely horrified at the lack of customer service and potential actual theft Never again.
I bought the Divinity eyeshadow palette a long time ago and it was alright so I have never purchased from the brand again. I definitely will not be buying from this brand, the handling of this release was awful and I looked at the comments and the brand did not say this was going to take this long to ship. Shady was this a pre order and saying it shipped 4 months in advanced.
I ordered both creepy cute palettes about a month ago and nothing. Sent an email asking for a refund, nothing, no response. It’s good to know something is wrong with the owner and that Im not just crap out of luck. Hopefully, they send it out at some point.
Wish they had updated. It doesnt take that much time or effort to say hey i have to go away for a bit gonna need to stop orders. I have never ordered from them but had been wanting the batty bean palettes so i looked into them and found this whole thimg going on. Completely turns me off ordering from the brand.
I look at this a little more seriously. the amount of people shroud Cosmetics took money from failing to ship their products, or even the decency to explain what was going on?!? This is rude an act of entitlement and uncalled for. They took for granted their customer base expecting them to loan her money interest free??? Banks don’t loan for free! I understand some may think I’m harsh & insensitive. I’m not I’m just too old to see BS So I call it what it is & speak in ruth since you asked our thoughts. I raised my six adult children. Character is what you do when nobody is watching. Everyone was watching a postcard now after the fact, they could’ve posted this postcard to their website and allowed people to respect, dignity and decency to make their own decisions. All I can say is I’m thankful for tough times because peoples true nature comes out. Anyone can be good in good times but when times are tough or shit hits the fan you’ll find out what people are made from a simple email with what’s on the postcard could’ve been sent to every customer months ago indie brands that do pre-orders give customers the choice you can pre-order and you’ll be waiting six weeks to months. I think this is the problem with society we start letting things slide and people keep taking advantage. This is a moral character defect for the owner to just continue on as if everything is A-OK is crazy. I think this is why I love certain Andy brands so much OK I’ll just say it I’ve only had one issue with Sydney Grace without hesitancy. They responded. Not only did they ship out a new product they threw a couple things in there and said we’re so sorry. I sent them back in email saying I didn’t expect anything. I was just grateful they responded that Timmy is going above and beyond and why I will always support Sydney Grace after I saw all of this was shroud I thought they don’t get my money. OK I’ll get off my soapbox now.
@@catherinelynnfraser2001I have had the same good experiences with Pastel Roses UK, I'm a UK customer and they're always responsive and fix any problems which I rarely had
I do think 8-12 week preorders are WILD. Why not just get the product in hand and then do a restock? And do restocks as they sell out again if you need the money to put back in? If they're hyped enough some people are willing to do a 8-12 week preorder, they're hyped enough to sell out several restocks
Re: colorful makeup-I've been wearing looks that are not nearly that well done with the same amount of shades and different looks on both eyes to go get groceries. I forget that I even have it on until I get back to my car 😂
So I finally received mine and I really feel the shimmers are substandard. I ended up decluttering it immediately. I was gracious to the owner, but I won’t be purchasing from them again. There should have been some communication; what happened was unexceptionable and there should have been communication. Most of all, I find the palettes to be hit and miss. That is true for me for some other brands as well like Klarity. I like the color stories and some of the formulas, but other shimmers just disintegrate.
Hey! Did you try to resell it on Mercari? I’m sure some people are still interested! I did not wear the looks long enough to see how they lasted so thank you for letting me know! It’s so unfortunate.
@@BeautyAndTheFrizz No, I just took out the mats and dumped the shimmers. Unfortunately, I don't have or want a Mercari or Postmark account. I don't have the time to be a good seller.
I have never ordered from shroud, and never will after this mess. Super disappointed bc I was wanting to pick up their Peaches And Dreams palette. But this just gives me the ick 😢
I managed to get some palettes way after the batty bean scandal and then I saw the new stuff was intrigued but waited ive bought much less makeup lately. then I saw shit hit the fan again with shroud so I'll never buy again I don't want to risk money not in this economy. I think shroud is done there's too many amazing indie brands.
When my mother was sick and fighting for her life, her job was calling her like crazy trying to get her to magically get well to get back to work, as if they didn’t understand what sick means. She flat lined twice in 48 hrs just two weeks earlier and they were threatening to replace her, she didn’t work from home or send a single email because she was dying. Sometimes people are really sick and business is the least of their worries, they are just trying to not die. Because I’ve been on the other side, and I understand. I would have just refunded all orders, and called it a day until I was well, which is what this woman did.
I am so sorry that happened to your mom and I cannot imagine what you and your family went through. I definitely have empathy for the owner being sick.
@@shhhperry9852 I did a chargeback with my credit card company. I won the dispute so I did get my money back but not directly from the brand. And I did ask for a refund. She ignored all the emails and DMs I sent.
Alrighty so I ordered this palette when it launched. Being an international customer I waited a month before contacting her. I emailed twice before getting a response in which she told me that she was dealing with an influx of orders and mine would be out by the end of the week. Nothing...tried emailing again, commenting on their social media and messaging them as well...nothing. I waited another month before eventually getting a refund through paypal. But I never did get my shipping refunded...so the way I see is that she basically just took my money without so much as an apology. And I know I'm not the only one. As someone who has two different autoimmune diseases and is an artist and science communicator this is just unacceptable. I know first hand how sickness can affect you but this is disrespectful and bridging on theft if you ask me. I was more than understanding and respectful to Shroud. I'm disappointed cause it is a gorgeous palette but this is not ok to treat people like this. I dont think you're being insensitive at all
I think we all agree with you. And sadly there still hasn’t been anything posted from the brand. I’m really sorry this happened to all of us!
Haven't ordered from Shroud and probably won't. I agree with you about just letting people know what is going on when so many people have paid money for product. Everybody else can't just not show up to work. They have to notify the other staff and their boss. Not showing up would get us fired. As a small brand owner, should at least just say there was a personal emergency or something and then shut the site down temporarily.
Totally agree with you! It’s a shame!
That is theft. I went through something similar with the Amy Loves Makeup first palette. I threatened a fraud lawsuit with the Florida Attorney General, and she sent it.
I'm so sorry you were treated so poorly.
Unfortunately, I think this incident might be the downfall of the brand. It already had a reputation for shoddy delivery and customer service and I don’t think the lame apology is going to cut it to soothe the anger and disappointment. This makes me sad as one indie brand after another is closing shop and it sounds like there was a traumatic incident for this brand owner. It must be extremely hard to manage a business solo.
You nailed it when you labeled them niche. Who has the extra cash for niche products anymore? I don’t and I’ve cut my spending on cosmetics way down. My last splurge for my birthday gift to me was from indie brands, the Sydney Grace monthly bundle and Adept Flying Fiddles (had a discount code from the brand :). Nomad, ugh, I want those last two releases! Waiting for a sale, though.
Love these two looks you created and the formula seemed so good. I would have totally bought this palette, in fact I had it in the cart at the release but the lack of swatches and zero vids from the influencers that normally get the PR made me rethink it.
Hey hey! Thank you for your comment. There still hasn’t really been any updates from the brand. Also you are right about people not having extra money. Over the years I’ve seen a rise especially on the indie space and many of us are cutting back when it comes to makeup. I’m glad you saw the red flags when it came to ordering this palette.
The only circumstance I can imagine that made it impossible for them to communicate better is if she was in a coma (or something along those lines that made it impossible for her to delegate things to other people). But if it's not the absolute dire circumstances that render her impossible to communicate to others, this is very unacceptable. In the very least I think she should be slightly more transparent now so people know was it really possible for the brand to be more communicative. Thanks for the review (as well as sharing your story)! I really enjoy it and even though I'm likely not getting the palette it's still inspiring to see the color story and the looks you create.
She would have had to have been in a coma for 3 months because that's how long some people waited for any kind of response. As a business owner, she should have a contingency plan in place for times like this. Completely unacceptable.
Thank you so much! I agree with you! The brand still isn’t saying anything and I’m really weary of buying from them again.
This!
Thank you for making this video. I too ordered this palette, but I disputed the charges back in January. Honestly, after seeing your swatches, I know I made the right decision. I would have been absolutely disappointed if I had waited all this time for this palette. With all due respect, the colors in real life look boring. I am deciding whether to order Moonfall, but I refuse to wait 5 months for an eyeshadow palette.
It’s such a shame about the owner. I can say confidently that moonfall is stunning. Beautiful formulation.
Moonfall is great! And I’m glad you disputed your charges! Nothing like waiting a long time for something only to be disappointed!
And thank you!
It's not being insensitive. Your feelings are valid. Shroud should have created a post to alert consumers that orders may be behind. If they could not have done so, they could have requested assistance In posting.
That’s what I was thinking. Someone could have posted on the brand’s behalf! Thank you!
I faced a similar situation years ago where I couldn't deliver a service people bought from me. I gave myself one week to refund everyone (several thousand dollars) because I knew I wouldn't be able to sleep if I didn't make things right.
That being said, you can't anticipate serious health concerns (I've been living with it for 3 years now)but the bare minimum was to communicate or at least mandate a person you trust to share the news, find a way to close the shop, and refund pending orders (not immediately but give a deadline so people are not left in the dark).
I missed one of the collabs with Batty Bean and I see this as a blessing in disguise.
I hope they survive this episode and learn from this experience to adjust their process. Not with my money though. 😐😔
@25:34 I did something with pink and purple shadows yesterday and it looked good. Granted, looks better for a Halloween party than an everyday look.
But respectfully I don't know what you're talking about 😂 Your look in that photo is 🔥😏😍
Yeah it’s hard. I’m not a business owner and having a small team is hard to. It really sounded like something tragic could have happened but just not sure. I think many people did feel in the dark and may not purchase anything else unfortunately. Pink and purple are great to pair together!
I think the fact that she didn't close up shop is one of the worst parts for me. There was nothing on the website or social media saying there would be a delay. So people could keep purchasing items without knowing that something was going on. I knew something was wrong from the start when they never responded to my emails. I even posted a "buyer beware" message on their IG. As a business owner, she should have a plan in place for emergencies.
As someone from the hood whose had friends up and dissappear like this. I know many people first thought was illness but mine was jail. Because to up a dissappear and people not knowing where you are is giving arrested in a different city.
I thought jail, too. That's not something you might want customers to know. But still, she should have communicated something/anything.
@DrTaid especially when I saw a video saying people who knew her couldn't find her or get ahold of her. Yeah she got locked up.
Yeah I did hear a couple people say jail as well! Either way it was a bad look.
Interesting, and viable, story. But still, jail isn't the moon. You STILL can communicate, and/or make sure someone does it FOR you. There IS no excuse, period, aside from -- as someone mentioned -- being in a coma.
So, I have never ordered from Shroud but heard about this from many many creators. I do not agree with what she did and I agree. She should've issued a statement online, shut down her site with just a landing page (to subscribe to email notifications) and then sent an email to customers letting them know about their recent orders. We don't really know what happened to the owner, but as a brand owner, wouldn't you want a fale-safe in place in case something happens? This has hurt her brand so so much, and it's so sad. Not handled well overall and I hope that she could possibly bounce back and truly learn from this.
I hope she can bounce back too but even now there are no updates on instagram or anything. I really don’t know what can be said at this point.
@@BeautyAndTheFrizz once a reputation is sullied, it’s hard to bounce back. People might understand if it was a medical issue but …. Idk 🤷🏼♀️ it’s so sad. I heard the quality was decent
What creators talked about this? I only saw 2 who mentioned it.
It really is disappointing, your feelings are totally valid.
I miss the live chats, unfortunately they are always during my workout time now (I know you know how hard it is to be a parent and get that time in). But I’m always watching the replay! Thanks,
Cara!
No worries! Good for you for working out friend!!!!
After paying $69 for this palette and a blush I never heard anything from Shroud. Disappointing and all the empathy seems to be directed at Shroud. What about the customers who trusted Shroud to deliver the product after paying with their hard earned coin? Surprised that the influencers mostly turned a blind eye and didn't even discuss it. Not using codes from Influencers who don't support me anymore . I lost the $10 shipping cost , but PayPal refunded the rest of my money. Very shady of Shroud. I was a good customer. Thanks for being honest!
Right on! What they're doing is approaching criminal as they're clearly accepting sales while being unable to provide product
They want to remain in the good graces of their indie brands because they don’t want to get kicked off PR or have their codes removed. They also have parasocial or real relationships with some of the brand owners so it gives them more of a bias. They could have at least warned on IG or a RUclips community post not the buy from them until the situation was resolved.
Hey Denise I’m sorry so many of us had this experience. And I always say how expensive our makeup love can be. Especially with indie brands. I’m glad your charges were reversed. I hope they do better in the future but I doubt I will purchase anything else.
Who is giving this brand their sympathy? I was someone who ordered at launch and never heard anything from the brand. I still haven't heard anything. I honestly don't give a crap what she was going through. She is running a business. She should have a plan in place. She gets no sympathy from me. The content creators giving her sympathy are probably the ones who get these palettes for free.
LOVE the looks you created, especially the second one!! So gorgeous!
I ordered the MoonFall palette the day it came out last year (?) and it shipped relatively quick, however one of the shimmers was busted so I emailed her and ended up getting a replacement which that did take a serval weeks to get a response to my email & get the replacement shadow, but she did fall all over shelf apologizing so it didn’t bother me too much.
I really really REALLY wanted the dark academia palette & planned on ordering it during their Black Friday sale, which never happened & I got a weird off feeling about ordering bc there was never any updates posted to their IG or website, so I never did place an order.
But man do I really want this palette bc it’s gorgeous absolutely and those shimmers 😍😍😍
Hopefully I can find it on Mercari tho 🤞
Yeah you definitely made the right move!!!! It definitely may end up on Mercari if everyone didn’t cancel their order!
I received my palette finally too, this was the first time ordering from Shroud, and this experience was disappointing. I unfortunately won’t be ordering from the again, which is a shame because the quality of the palette is very good.
Commenting as I watch 😬😁, the way you expressed your feelings about the situation is exactly how I feel too. Thank you for speaking out and all the looks are beautiful 🤩
Thank you so much!!!
I agree that people should have been made aware of a significant delay. Most would have understood without demanding specific details. It is a really pretty palette and I've wanted Moonfall for a while but given what happened it will take a LOT for me to order from them again when there are brands that consistently knock it out of the park for me
Totally agree with you! There is so much good makeup out there!!!!
I did purchase the Moonfall palette when it came out
That one is amazing!
Hey Cara! Thanks for the video and I'm glad you finally got your palette. I remember when you originally bought it and the owner of the company should've been more transparent about not being able to get the orders out in a timely manner.
I ordered this palette on Nov 26th 2023 and I have heard NOTHING! There was NO mention of a pre order and $49 may not be a lot to some but to me it is. The way the brand has handled this is insane. SOMEONE could have gotten a message out to their customers I am starting to feel like I am being scammed at this point! I tried to dispute with Pay Pal and they bascially said I need to continue trying to reach out to the brand. They will probably never get another red cent from me!
Seems some people were successful via PayPal 😢maybe keep trying! Normally at this point it's clearly breach of contract and PayPal has to be able to get your money back. Its far too long
I really hope you are able to get refunded!!
I heard from someone that they tried disputing the charge but lost the dispute because the brand responded to the dispute. She then reached out to the brand and they still haven't responded. This is a serious matter. She can't just ghost people who spent their hard earned money on a product she was selling, then not send them the product.
People don’t have to care or be empathetic if they don’t want to because this is business. Not even indie brand owners are our friends and they don’t know or care about us on a personal level, so I don’t care about them as people. Of course I wish everyone health, success and well being. But I’m not going to get emotionally invested or coddle any public figure or brand owner when things go south. If something happened to me where I couldn’t go to work, I would have my dad or partner call my employer to let them know that I was going to be out for a long time so I don’t get automatically fired.
She could have at least had something in place where a trusted source refunds people and shuts down the website if she can’t fulfill orders. She doesn’t owe us an explanation on what happened to her because that’s her health. I don’t care to hear it honestly and it’s TMI. All she had to do was hace someone refund, close the shop and say the business was on a break and left it at that.
I heard she ghosted customers in the past so this is not a first time event. I will never buy from them again. She will probably find an excuse to pull this crap again in the future and that time she may never come back at all.
That's what I'm saying. Even if you are a one woman shop, you should have a plan in place for emergencies. Like you said, if I did this to my job, I wouldn't have a job for long. She disappeared for over 3 months. That is ridiculous.
I'm definitely in my parrot era. You look gorgeous as always.
Nothing wrong with the parrot era! I was just looking at my application and was thinking how I’d apply those colors today! And thank you!
Ooh, so you are one o the few having rcd this, finally? Congrats.
Great that you bring the It's Freakin' Bats debacle up -- it seems many recent purchasers aren't aware of that misery (and should be). I do believe it was a Halloween release (or ... was SUPPOSED to be, that is). IIRC I also believe Shroud IS a 1 person operation? 1 or 2, if not mistaken.
Sorry abt your experience w/ IFB, but your "save" looked awesome! I JUST, for some reason (most often late/last adopting new things), fell head over heels for their OLD old (2018) Arcana palette, but got it 2nd hand (for obvious reasons). Waiting for it as we speak.
I've not seen anything about "resurfacing" though, or ANY communication whatsoever abt neither being "too sick to work" nor anything else. Where was that supposed to have been stated?
Also, as many on their IG have pointed out -- and you also do, IF that's the case, you arrange for delegation, and YOU COMMUNICATE to the ppl who gave you their $$. I'm sorry, I just don't have any tolerance for that kind of BS. You're 100 % spot on there.
A real pity in any case; the palette is beautiful (and I also like some earlier color stories). But ZERO trust in that brand. For good reasons.
Cute hair, love it lk that! I also like both your old and newer kind of expressions, personally. Sometimes I want a more bold, playful, in your face look; sometimes smt more subdued. That's the beauty of makeup for me. Being able to change completely according to what I feel lk.
Regardless, I think it's important that you DID make this video and address everything around the brand, as well as its releases and behavior.
I wanted it long ago but bought others elsewhere. So I just ordered it .Ty for the video
I ordered this palette at launch in November. I gave her until mid February and then disputed the charges before it was too late to do so. I work too hard for my money for someone to treat it like that! I won't be purchasing from the brand again.
Totally agree and do not blame you at all!!!!
If this woman ran anything other but a cosmetics indie brand she'd be in huge trouble as this behaviour borders on criminal at this point!? She says she is too sick to work for over 3 months?? But she continues to run her websites and taking sales! I'd call that theft and if she was in a different industry she'd need to get a lawyer. Why are we acting like this is some little faux pas to treat your customers like crap 🤷 I think we should all have more self respect to expect better treatment from people who want our money!
People give small indie brand owners too much leeway for bad behavior. They put them on a pedestal just because they are small brand owners. If Urban Decay stopped sending out orders for months they would all be making videos complaining about it, but since it was an indie brand most people were radio silent. Being indie doesn’t necessarily mean they put real “heart” into their brands. Putting their heart into their brands means good customer service or at least communication in this case. Plus, whether a huge corporation or a small business, they are both FOR PROFIT business. They are not our friends or here for a benevolent cause, so people shouldn’t act like they are anything to be lifted up on pedestal.
You are so right!
You make some excellent points! Thank you for sharing them with all of us!
Both looks are beautiful!
Thank you!!
Moonfall was originally singles which I bought in 2017/2018. They were beautiful. I was so close to ordering Dark Academia. I feel sorry for the owner but the way she handled things wasn’t the best route. Especially when people have given you their money.
Totally agree!
The palette is beautiful. Sorry to hear of this poor customer service and the fact that the wait times haven’t improved. I got its freaking bats on the first go and it was a long wait. I’m not a fan of the shadow quality though. I haven’t ordered anymore because of that. I don’t like how powdery the mattes are. Thanks for sharing the swatches, looks and your thoughts!
Thanks friend!!!!! This will probably be my last order as well!
I heard it was a long wait on the 1st collab, but I also heard that she was at least posting updates. Radio silence this time. Unacceptable.
Beautiful Eye looks. I've been on the neutral bandwagon as well. All their products look great. It's unfortunate they've been having significant setbacks like this.
I ordered singles from her when the company was Srobe. I never ordered pallets. Things in life happen but communication is so very important.
I agree!
Especially in today's day and age when it's so easy to communicate. All she had to do was do an IG post and the message would circulate. There are so many beauty RUclipsrs that post about makeup news. That's why this felt scammy. It was like she wanted people to make purchases, like she needed the money.
I bought their og Creepy Cute palette when they were Strobe Cosmetics. Didn't have any issues and I love the formula. But after all that's happened I'd be hesitant to buy from them again. I'll just dupe them with my singles lol
I think that’s a good choice lol!
Looxi Beauty has beautiful singles for an affordable price. Plus, they actually ship their orders.
The Good lord blessed me Some how with 🙏 PATIENCE 😂😂😂❤😂😂😂👍🏻 😊🙏!! I waited 9 months to get my first indy palette from Shroud, it waa jusr a sheer blessing when i did receive it, no rush, i work in the health field, dialysis, when i would go to work, i was not expecting everyone' to be present, 😢 i learned that one day at a time, loved being able to meet so so many ppl ❤
I'm torn on buying anything else from them. I purchased a couple back in November but I still haven't gotten mine. I'll give it another week then I'm disputing my charge. I get that things happen, but she couldn't have a friend or family member post a basic update? Just silence for months? That's so bad. One post saying something tragic happened and palettes would be delayed would've been enough, but nothing, not even answering emails. It's just ridiculous.
I agree with you!!! Just a small update would have been appreciated.
You should check with your credit card because there are time limits for doing a chargeback, between 60 and 120 days.
It definitely seems like Shroud's owner had some major life event, and became overwhelmed with how to deal with the business in the aftermath. However, some very basic communication with customers, such as ONE update informing about the business status, by website or email, would've been professional and just common courtesy. A little clear communication can go a long way in all relationships, including in business. You don't have to be a professional. It's sad, but not dealing with it just made things much worse for Shroud. I also hope they can bounce back, because I hope that for anyone going through tough times. We've all been there.
Yes I agree totally! We have all been through tough times! I hope they bounce back too. And communication does go a long way! I think many people would have waited for the palette if they knew there would be a delay. Especially due to health reasons.
I ordered from Shroud back in December, and about a week ago received a message via email from the owner saying she had been ill and that I will receive my order sometime soon. I hope that I do receive it soon.
I hope it comes soon too!!!
You are more patient than me. I waited 2 weeks with no response to all the messages I sent them before filing my dispute with my credit card. I didn't want to lose my money and it felt like that was going to happen. It's probably the only reason I got my money back, doing the chargeback so early. If she wasn't reading her emails, she probably missed the deadline for my chargeback.
your eye looks are gorgeous! this color story is so pretty, such a shame that there is little communication and trust with the brand. what shades did you swap-in for the shimmers in the It's Freakin Bats palette, I would like to do something similar with my palette.
Thanks for making this video! I was always interested in shroud but never purchased. I tried to order the its freakin bats but it sold out immediately and i just watched the sh*t show that occurred with that. And i was interested in the creepy cute but now i have plenty of pastels in the blend bunny surge and sugar and grunge. I wont purchase from them now because they just seem unreliable. Im glad the owner is ok tho.
You are so welcome. I’m glad they are okay too.
I got lucky I got its freakin bats on the last run with the singles of moon fall, my first time trying the brand. I really enjoy the palette and singles. After this being rhe second drama this brand has had I would be scared to order more. .
Yeah I think we are all feeling that way! It’s unfortunate! Glad you got your items when you did.
Love your Gorgeous Creations omgosh!!!!❤❤❤ if i had a job now, still looking , i wouod buy this Beautiful palette!! Wait or not!! Lol 😂🎉👍🏻 😊
Thank you so much!! I would definitely wait until there is more presence from the brand! They really have to get it together!!!!!
It’s really pretty. The duochromes are gorgeous and it’s a muted but still colorful array of mattes. I hate holochromes. They look so messy to me. These shimmers are exactly the level of oomph I like.
Agree. Holochromes just turn out as crumbly shimmers on my eyes (except for BBB Dragon Holo which I sincerely regret decluttering, because that actually showed up as smooth green with holo)
I’m here for a smooth holo!!
Same!!!! They just aren’t for me and I love these! I can find them from another brand though.
This palette is really beautiful! It's too bad the release was so bad.
Yeah such a shame!
The looks you created are gorg!!!
Thank you!!!!🙏🏽🙏🏽🙏🏽🙏🏽
💎💎💎
I didn’t order this palette however i did order the 2 battybean palettes in January, when the site had a sale, so who was taking care of updating the website for sales and such, because she had a couple of sales in January. And i still don't have my order after being told, via email, that it would ship the next week, that was 2 weeks ago. And no additional responses to me inquiring about an expected ship date, as the time frame she gave me has definitely passed. Will never purchase from her again.
The owner is clearly capable to at least operate her website and talk to individuals they wanna talk too. It's a plain shit show let's be real! At this point it's theft
Damn. Yeah she still really isn’t communicating anything. I’m staying away!
❤
I’m not sure they can ever bounce back. I decluttered my one palette, bc I could never recommend them now 😢
Exactly! I’m like I probably won’t film with this anymore.
Aww so sorry you had to experience any delays or anything 🙏 to those who experienced this!!! YIKES 😢
Yeah this was wild!!!!
💜💜💖
I was one of many with a pre-Black Friday order. I waited for so long because of the drama surrounding the Bats palette but i was just sure they'd have worked out the kinks. Wrong. Crickets. I got my charges reversed late Feb but i am genuinely horrified at the lack of customer service and potential actual theft Never again.
Yeah and there is still no posts or communication. It’s a mess.
I bought the Divinity eyeshadow palette a long time ago and it was alright so I have never purchased from the brand again. I definitely will not be buying from this brand, the handling of this release was awful and I looked at the comments and the brand did not say this was going to take this long to ship. Shady was this a pre order and saying it shipped 4 months in advanced.
Your not at all wrong for feeling how you do
Thank you! I’m sure I’m not alone!
I ordered both creepy cute palettes about a month ago and nothing. Sent an email asking for a refund, nothing, no response. It’s good to know something is wrong with the owner and that Im not just crap out of luck. Hopefully, they send it out at some point.
You may have to go through your bank to cancel if you want to. The communication still isn’t there.
Love you so much
Thank you! So glad you are here!!!!
Wish they had updated. It doesnt take that much time or effort to say hey i have to go away for a bit gonna need to stop orders. I have never ordered from them but had been wanting the batty bean palettes so i looked into them and found this whole thimg going on. Completely turns me off ordering from the brand.
Yeah I totally get that. And I do feel bad for batty bean because she designed two great palettes but people may now be reluctant to order.
I look at this a little more seriously. the amount of people shroud Cosmetics took money from failing to ship their products, or even the decency to explain what was going on?!? This is rude an act of entitlement and uncalled for. They took for granted their customer base expecting them to loan her money interest free??? Banks don’t loan for free! I understand some may think I’m harsh & insensitive. I’m not I’m just too old to see BS So I call it what it is & speak in ruth since you asked our thoughts. I raised my six adult children. Character is what you do when nobody is watching. Everyone was watching a postcard now after the fact, they could’ve posted this postcard to their website and allowed people to respect, dignity and decency to make their own decisions. All I can say is I’m thankful for tough times because peoples true nature comes out. Anyone can be good in good times but when times are tough or shit hits the fan you’ll find out what people are made from a simple email with what’s on the postcard could’ve been sent to every customer months ago indie brands that do pre-orders give customers the choice you can pre-order and you’ll be waiting six weeks to months. I think this is the problem with society we start letting things slide and people keep taking advantage. This is a moral character defect for the owner to just continue on as if everything is A-OK is crazy. I think this is why I love certain Andy brands so much OK I’ll just say it I’ve only had one issue with Sydney Grace without hesitancy. They responded. Not only did they ship out a new product they threw a couple things in there and said we’re so sorry. I sent them back in email saying I didn’t expect anything. I was just grateful they responded that Timmy is going above and beyond and why I will always support Sydney Grace after I saw all of this was shroud I thought they don’t get my money. OK I’ll get off my soapbox now.
Sydney Grace goes above and beyond on every level. Their products and customer service are so very good.
@@catherinelynnfraser2001I have had the same good experiences with Pastel Roses UK, I'm a UK customer and they're always responsive and fix any problems which I rarely had
I do think 8-12 week preorders are WILD. Why not just get the product in hand and then do a restock? And do restocks as they sell out again if you need the money to put back in? If they're hyped enough some people are willing to do a 8-12 week preorder, they're hyped enough to sell out several restocks
Your looks made me want this, but I’m leary to send them my money
Yeah I totally get it!
Very Pretty 😊 I reached 500 subscribers. 🎉🎉🎉🎉
Wow!!!! That is amazing!!!!
Re: colorful makeup-I've been wearing looks that are not nearly that well done with the same amount of shades and different looks on both eyes to go get groceries. I forget that I even have it on until I get back to my car 😂
Hey it’s all good!!!!!!
So I finally received mine and I really feel the shimmers are substandard. I ended up decluttering it immediately. I was gracious to the owner, but I won’t be purchasing from them again. There should have been some communication; what happened was unexceptionable and there should have been communication. Most of all, I find the palettes to be hit and miss. That is true for me for some other brands as well like Klarity. I like the color stories and some of the formulas, but other shimmers just disintegrate.
I have tried some Shroud but the mattes fade and the shimmers aren't worth the effort imo. I don't get the hype except for their color stories
Hey! Did you try to resell it on Mercari? I’m sure some people are still interested! I did not wear the looks long enough to see how they lasted so thank you for letting me know! It’s so unfortunate.
@@BeautyAndTheFrizz No, I just took out the mats and dumped the shimmers. Unfortunately, I don't have or want a Mercari or Postmark account. I don't have the time to be a good seller.
ok I love this brand I own 4 palettes from them and some singles but after this I don't think I can support them 😭 this is too irresponsible
I think so many people love them and were holding out hope.
It’s Batty Bean on RUclips 😉 but I think Shroud has died in our hearts. They failed to communicate and that’s pretty unforgivable.
She used to be BeautBean though! That was what was on the original packaging
@@morganwentworth2041 I didn’t know that! Thanks.
🩵🩵🩵🩵
you must have gotten a dud I got its frreaking bats on the 2nd round as well when they had the restock and my shimmers were great
I really think I did!!!!
@BeautyAndTheFrizz it's a shame the brand has ruined themselves and their reputation. I stopped supporting shroud.
I have never ordered from shroud, and never will after this mess. Super disappointed bc I was wanting to pick up their Peaches And Dreams palette. But this just gives me the ick 😢
Totally agree with your feelings.
😍🎨👩🏼🎨💜☀️🙌🏼😘
I managed to get some palettes way after the batty bean scandal and then I saw the new stuff was intrigued but waited ive bought much less makeup lately. then I saw shit hit the fan again with shroud so I'll never buy again I don't want to risk money not in this economy. I think shroud is done there's too many amazing indie brands.
So disappointing about the struggles they’ve had 😞
For sure!
When my mother was sick and fighting for her life, her job was calling her like crazy trying to get her to magically get well to get back to work, as if they didn’t understand what sick means. She flat lined twice in 48 hrs just two weeks earlier and they were threatening to replace her, she didn’t work from home or send a single email because she was dying. Sometimes people are really sick and business is the least of their worries, they are just trying to not die. Because I’ve been on the other side, and I understand. I would have just refunded all orders, and called it a day until I was well, which is what this woman did.
She did not refund anyone.
She didn't refund my money.
@@WendyandBradPitt did you request one?
I am so sorry that happened to your mom and I cannot imagine what you and your family went through. I definitely have empathy for the owner being sick.
@@shhhperry9852 I did a chargeback with my credit card company. I won the dispute so I did get my money back but not directly from the brand. And I did ask for a refund. She ignored all the emails and DMs I sent.
I think you are not doing your viewers a favor by promoting a brand that behaved so badly to its customers.