C L.

I placed an order on 11/21 with their early Black Friday deals for 3 eyeliners and the Honey Palette and it came with 5 sample items that I wanted. The order was everything I wanted but then they canceled without informing me. It's 11/29 today and I contacted customer service to ask why my order hasn't been shipped only to find out it's been canceled because they ran out of stock on the palette. The customer service chat agent told me to reorder it and didn't even know it was out of stock and not possible. My credit card still has the order in pending transactions. I tried buying 4 eyeliners instead to make the $60 minimum for the 5 samples again and now the samples are different and I don't want these samples because I already own them all. And I can't ship it to the same address because I will be across the country next week. I asked multiple times if anything can be done or if I can speak to a manager. She said there's nothing she can do and to call their customer service number. I've been on hold for over 45 minutes and no ring tones or call waiting music. I asked if I can give them my number for someone to call me back and she said there is no guarantee. If they had told me my order was canceled, I would have immediately replaced the order and I would have had all the products I wanted. It's very frustrating and unprofessional service. I don't find their service reliable. Urban Decay, you should let us know when you cancel our orders. How else would we know, I would have been waiting for my package forever.