For quality purposes, a business's focus must be on outstanding product as well as customer service to be their top priorities. Fiera Cosmetics, located in Buffalo, NY (approx 274 miles west of my hometown near Albany). Their headquarters is in North York, Ontario Canada. What started off as my emailing a CSR on 4-January, asking for support on the status of my "lost" package (it had been shipped 7 days prior on 28-Dec-22), ended up with my experiencing a negative encounter with one of most unprofessional reps in a managerial role that I've ever had the displeasure of dealing with. Sequence of events: My email of 4-Jan was answered that same day at 11:26 p.m. by a CSR with the words, "will arrive on 1/4/23". This information which the CSR gave me was according to the DHL tracking number. I replied saying that the facts were apparently not cross-checked since it was already nearing midnight on 1/4/23 when she wrote that. I also pointed out to this CSR that the DHL tracking number which she referred to also links to the USPS website, which showed additional information: my package was last scanned 3-Jan @ 12:05 a.m. in Westborough, MA. I voiced my frustration that this CSR didn't take the time to provide me with accurate information and instead gave me the wrong update. She replied moments later, essentially reiterating the first email. My frustration increased as I'm corresponding with someone who doesn't realize that the "promise" date she gave has already passed, albeit the DHL update. I then asked for customer feedback purposes that a manager get involved and review for Quality Assurance the correspondence between myself and this CSR. I also proposed that someone from Fiera Cosmetics contact DHL asking to investigate why the package was originally shipped from 274 miles WEST of my hometown and was last scanned at 154 miles EAST of my hometown. The next email from Fiera came from "S" (who didn't even identify herself as a manager) who wrote "We have no control over the delivery system. DHL will be transferring your order to USPS for delivery. If you are unhappy I will gladly issue you a full refund, however keep in mind, our customer service department can you only rely the information that is given to us." I was not impressed with that reply, considering I never suggested that Fiera had control over the delivery system; I was asking that they get accurate information directly from their contact at DHL in lieu of just sending me a delivery date without being able to recognize that the delivery date on the DHL website was obviously not updated. And so the following day, 5-Jan, I called Fiera asking for a manager. I said that I didn't want my first experience to be negative & that I hoped to resolve this because I didn't want to engage BBB. The CSR who I spoke with said that “S” is the manager; and so I asked for her to return my call. Moments later, I received an "order refund" email. I wrote Fiera, asking why am I getting a refund. “S” replied, "You were issued a full refund of your order as you were unhappy that USPS was taking too long and decided to threaten us with BBB. As precaution for not only our company but future orders, we have placed you on our blacklist which will prevent future orders." To summarize my experience: I initially asked for this company's help in locating my lost package; CSR gave me inaccurate information -twice- resulting in my voiced frustration and so the manager, “S”, blacklisted me for that. My takeaway: “S” is in need of managerial training. She's very unprofessional and arrogant. I suspect she treats other customers with the same disrespect. Ironically, it is the very unprofessional response from “S” which prompted me to write the very review she claimed that I threatened the company with. Despite the CSR not taking time to recognize that the delivery date that she was giving me was inaccurate, it was “S”'s unprofessional approach to handle my request for (leadership) to get involved which is the main purpose for my leaving this review. Buyer beware of a Customer "Happiness" Team (which is what they call themselves and I find that comical considering how my "happiness" wasn't even a factor in this entire experience) - a team which consists of members - including a manager - who do not invest time, effort or interest towards helping a customer who asks for their support, and who also elects to blacklist a frustrated customer when CSR gives out wrong information without cross checking facts (twice). The package showed up a few days later but I did not and will not try the product. “S”'s unprofessional, irrational response to my request for her support is enough for me as well as my network of friends, acquaintances, coworkers, etc. to determine the type of business Fiera Cosmetics is and we want no part of it.