My recent customer service interaction with Julep...

Click here to read my other Customer Service Experiences.

Click here to read the rest of the Tieks Series

Click here to read my other Customer Service experiences

So the other week, against my better judgement, I picked up some pomegranate arils from POM Wonderful. 

Do you remember in my Ipsy Post for January's 2018 Glam Bag that one product, the Lue by Jean Seo serum had leaked all over everything, and I wrote to Ipsy to see how they would handle it?
In less than 2 hours, here is the reply I received:

What’s your favorite type of toilet paper? Do you go the cheapest route or the plushest?

I usually pick up Quilted Northern Ultra Plush (the one in the purple packaging), but I am open to suggestions.

​One thing I love about the digital age and online banking is that if you have an issue, a lot of times it can be resolved online without having to wait on hold on the phone for ages. I found this to be true with a recent issue I encountered regarding a charge on my Discover Card. 

 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.

I recently signed up for Dollar Shave Club (*love*) and I recently had a question about my account, something I wanted to have adjusted. The chat agent was really friendly and eager to help. She let me know it would be no problem and the IT people would have to handle it, but that she would send me an email when it was completed.

Later that afternoon she sent me an email apologizing that IT was no longer able to make the adjustment I had requested. (Bummer) Because of the inconvenience she added a $5 credit to my account so I could add something to my order before my next box ships and get $5 off. (Surprise!)

I think this is great customer service. The initial interaction was great and efficient. The agent didn’t ignore me after the chat ended. She promptly kept me informed about the situation and when her hands were tied to deliver, she gave me a credit. As a customer, it made me feel valued. As a company it is smart because when I add a product whether it costs $5 or more, if I love it... I will keep buying it. So the credit is a good investment in their part ;) Either I will spend more money with them or, even if I don’t, I feel more loyal after the interaction.

Thanks, Dollar Shave Club! I look forward to receiving many more of your blades in the mail. :) 

Click here to see more in the Customer Service Series.

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 read more from the Customer Service Series

I recently reached out to Oreo to give some feedback on cookies I purchased. Have you tried the Golden Oreos? I decided I was not impressed with them. What's more, I noticed inconsistencies in the amount of cream in the package. If there is a quality issue or a consistency issue, companies are interested in knowing. They would rather get feedback and make adjustments if needed and keep customers than have someone quit buying the products. 

The parent company, Mondelez International, responded promptly and mailed out a coupon for a free product to replace the one I was dissatisfied with. I think that is great customer service! Needless to say, I got a family pack of Double Stuf ;) 

You can read their full response below: 

Click here to read more from the Customer Service Series

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.

See all of my customer service posts here.

Several years ago I switched from Bare Minerals Foundation to Youngblood Cosmetics. I really like Youngblood’s loose mineral foundation so I wanted to try some other products of theirs. I tried their Pressed Mineral Rice Setting Powder thinking it would be perfect to keep in the car for touch ups on a hot day.. Turns out I didn’t really reach for it often when I was out and about so I took it inside to use to set my makeup look. After a couple uses it caved in the center in the weirdest way. It’s not like I hit pan. It’s not like I dropped it. It just caved in in the middle, that’s the only way I can explain it.

Finally I reached out to their customer service. I explained the situation and asked if it was common. Here’s the response I got:

”Thank you for your feedback. I haven’t heard of this happening. How long have you had it? Did you purchased the rice powder from us?

The Rice Powder is also great to use with your loose foundations. Especially for touch ups throughout the day. It absorbs excess oil and sets your foundation.”

I replied to this email in April of 2017 and now in November 2017, almost half a year later, I still have not heard back!

I think that is bad customer service.... The product costs $33. That’s a lot of money in my book. I’m sure the markup is really high on these items. If they didn’t want to offer a replacement, fine. But the least they could have done was offer a coupon for a future purchase as they know I use their foundation... I have a few containers of foundation left because I switch it up depending on the season to match my skin tone better, but poor customer service really does make me wonder if I should still keep purchasing the product. What would you do?

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.

You may recall my previous post about Gentleman’s Box. I had ordered a subscription of this box for a loved one who bashfully owned up to the fact that one product in the final box was defective. He liked the item, but didn’t want to make me feel bad that it arrived broken since I had spent my money on the box. I was glad he told me because I reached out in a quick email to Gentleman’s Box to let them know what was going on. They painlessly sent out a replacement!!! It was refreshing to see such good customer service. They didn’t try to blame it on the customer in anyway, but rather apologized for the inconvenience and insisted on making it right by sending a replacement.

The Box in general was a hit and had great products each month. So I already recommend it if the theme suits you, but now seeing first hand that their customer service is top notch makes me want to recommend it even more!

Click here to read more from the Customer Service Series