My recent customer service interaction with Julep...
A long time ago I had subscribed to Julep. It was, oddly enough, my first subscription box. I liked the box and thought the polishes were nice quality, but I didn’t really paint my nails enough to justify it. They did start branching out into other Makeup and skin care which is cool. At any rate, I still get their emails and they recently had a great deal on some mystery boxes of polish that I decided to get in on. Unfortunately as soon as I completed the order I realized that I forgot to add a coupon code for a free gift due to my purchase amount.
The deal was a great one so I decided to immediately repurchase the order with the coupon code and then request to cancel the order.
I placed the order on January 20th and immediately emailed email@example.com per my order confirmation email requesting the canceling of the order. I received an immediate automatic confirmation email saying they usually reply in 1 to 2 days. Here’s how the conversation went down:
I found this whole process kind of frustrating. If the first reply would have just canceled the order everything would have been fine. But once I got her email asking “what was it you wanted to add” and replied to it, the next response I got was that the order had already been shipping. Convenient. :( But then it was nice that they were willing to either send me the free gift or return the first box. The problem was, I had already opened the first box and they wanted me to just “return to sender” it. The free gift was coming in the second box. So I would have to open that one either way. Can you “return to sender” a package you already opened? By the end I was frustrated and just said forget it. I’ll keep both boxes just send me the other free gift. This was probably a dumb move on my part, I should have just been patient and returned it. Or just emailed them originally asking to send the free gift and see if they would be for making a separate order.
This whole incident is totally my error as I forgot to add the code. I thought the CS rep in the end offered some good options, but over all the process was frustrating and timing was the major issue here. Mediocre is my current adjective for this experience.
Still think they have some great products, though!
Customer Service Series Explanation:
The market for almost any product today is very competitive and to me customer service is what really stands out and makes me want to be a loyal customer of any given brand, service, or company that fits my current needs and budget. That being said, periodically when I reach out to companies, I would like to share my experience with their customer service in case it helps protect you from a bad situation or gives you confidence to make a necessary purchase knowing the company really backs their product or service. Click here to see more in the Customer Service Series.
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