MondayMusings: Customer Disservice

A.K.A. The Occasional Woes of Online Shopping

Happy Monday, all… sorta. I could say I have a bone to pick, but that would imply that I can get a hold of said bone.

There is a hashtag going around the Interwebs known as #youtubemademebuyit and it can be found on blog posts, YouTube videos, Instagram or Twitter feeds. You name it. This type of tag can work both ways. It can be one of those, “YAY! I finally got my hands on [insert product here] that everyone’s been talking about!” or “BOO! What was with all the hype of [insert product here]?” Alas, my share today is leaning towards the BOO side of things.

In the last year, I’ve been doing more online shopping. There have been some hits with apparel and accessories, such as Zumiez, FOREVER 21, and The Grommet, especially around Christmas time, along with some hits and misses (though wonderfully rectified) through ebay and HauteLook. I’ll gladly share my reviews on these various services in an upcoming post, but my pickle today has to do with a company called beautymp that sells pumps for makeup foundation that don’t come prefabricated with them.

Screen Shot 2016-04-18 at 10.22.58 PM

One of my favorite foundations, at the moment, is Maybelline’s FIT ME! Matte + Poreless Foundation. Unfortunately, it doesn’t come with a pump. I saw some beauty bloggers talking about this website so I decided to check it out. I even got a 20% coupon so I figured it couldn’t hurt. Both The Sestra and I are fond of the makeup product line, so in January, I bought two sets of 2 and the exchange rate was delightful–not–so I ended up paying just over $30 Canadian for the items.

Here’s the lowdown:

  • 01/26: Ordered pumps.
  • 02/23: Follow-up #1 with Paypal receipt because I hadn’t received a confirmation email or tracking info.
  • 02/27: Follow-up #2 because I had yet to receive any replies.
  • 02/28: Received email from Customer Service Rep. She spelled my name wrong–loved that–apologized for the delay, said she’d contacted her supervisor and shipping staff and would get back to me.
  • 03/07: Follow-up #3 because no progress or update, made a cancellation request and asked for a refund.
  • 03/08: Customer Service Rep emailed–STILL spelled my name wrong–apologized for the delay and said it got lost in the mail. They would reship the items for free (wow, so honored here) along with an extra free item. She gave me a tracking number and said it was the same as the original–which they never gave me in the first place.
  • 03/24: Follow-up #4 No news is not good news, in this case. Requested an immediate refund.
  • 03/31: Sent email to all available addresses on the website and asked to have the email forwarded to the complaint/refund department.

To date, this is what the tracking screen shows on the USPS site:

Screen Shot 2016-04-18 at 11.01.51 PM

If you see the screenshot further up, the website’s homepage hasn’t been updated since mid-February. Considering that I, too, am in the customer service industry, I make it a point to do my best to ensure that each person I interact with gets my best effort every time.

Have any of you had bad customer service experiences? What did you do to rectify the situation? My next step is hoping PayPal will take my dispute to the company and refund my money.

Yes, this was a rant, of sorts, only because it’s been FOREVER and a day with no resolution. However, part of this blog series is to share honest reviews with you and this was mine. It was such a shame, too, because, from the videos I’ve seen, the pumps themselves are good products. Perhaps, it was poor timing on my part to go through this.

I’m looking forward to a more positive post next week.

Staying chill is the best way to deal with frustrating situations, right?

Until next time…



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