When a certain hair product I just lerve was discontinued, I was unimpressed.
(Why do companies DO that to perfectly useful, working products?)
When a colleague suggested using this company to find it, I was intrigued.
When the product appeared on this company’s website, I was elated.
So elated, I entered details and ordered 2 jars.
I chose to do a direct deposit for payment.
Following their instructions carefully, I made the transfer and emailed them to the proof of payment.
That was on January 30. They sent me an email confirmation of my order.
On February 10 I emailed them, asking for confirmation of payment. They sent me a computer generated response (the same email) confirmation of my order.
On February 14 I replied to the COO and requested a confirmation of payment, again. Once again, I received a confirmation of my order.
On February 17 I I emailed asking where my products were and how long delivery would take, given over 2 weeks had passed. I received an emailed confirmation of payment. (!!)
On February 20 I replied to the COP and once again requested details regarding my product. I received a confirmation of order – again.
It’s now February 26.
I still have no product.
I still have no personal correspondence. No personal salutation, no personal response, not even a ‘Dear Rhu’.
I still have no replies other than computer generated replies.
I am unimpressed, oh “Beaute Spot of Mine” and probably won’t return, if I do ever get my product.
Do you shop online? Good experiences or bad? I
I’d love to know.
(And WHERE can I buy discontinued beauty products, anyone?)
What was the product, Rhuie. I can see if I can get you it or something similar from my beauty/hair wholesaler….
Goldwell – Moisture Definition Intense Treatment ( For Normal to Thick Hair ) – 150ml/5oz but will take any size. Greyish silver tub :)
Sometimes, for reasons of their own, companies re-package, re-name and re-brand products.
Schwarzkopf did this with Vlot a few years ago -it’s now re-packaged as Silhouette.
It would be worth contacting the marketing/PR/communication person at the firm that manufactures or distributes your product and asking if this has happened.
As for the online fiasco: keep emailing, then threaten to call Dept of Fair Trading. What a piss-off!
Presuming you paid by credit card, contact your credit card company and lodge a complaint. Good luck with finding a replacement product!
That’s very shonky. I’d be ticked too.
I love shopping online, but every now and then something happens to make me feel very grateful for all the purchases I didn’t get shafted on.
Last year, I purchased some perfume for my mother and another bottle for me from a company who offered very cheap rates. I paid by Paypal, they sent me an email to say they had despatched the goods, and I waited and waited.
I contacted them after about 2 weeks (they were in Melbourne, I am in Sydney) and told them that I hadn’t received it and could I please have a tracking number to follow it up? They said they didn’t use tracking numbers, and to give it some time. I waited another 2 weeks, very patient on my part I thought, before emailing them again. Amid the emails exclaiming that this was “very unusual” and “had never happened before” and to “check my post office” (it was being sent to a PO box that I have had for well over a year) I wrote and suggested that they send me my order. They sent it again…apparently…and STILL with no tracking number! DUH!! Believe it or not, this one didn’t turn up either, so in the end, I just asked for my money back. Took them over a week for them to credit me, but they did. I would never buy from them again, no brains, no pains.
Recently I was told a book I’d had on order for over 12 months was no longer available and was not being released in Oz; contacted a few online booksellers offering it – low and behold when they checked they had to suddenly pull the book off their sites as they couldn’t source a copy for love nor money.
It may be a similar situation this time – they’re offering something they can’t get hold of.
Hope you get your money back and an apology for poor customer service!
I love shopping online and have been pretty fortunate. I hope you are able to resolve it. My recent experience with hair products involves Garnier’s Herbalshine. Unable to keep forking out money to a recently discovered hair studio in the Newcastle area that uses eco hair products and absolutely unable to go back to a normal hairdresser that uses normal toxic chemical hair colour products (what is our vanity costing our planet!). I decided to go back to the supermarket shelf after a long absence to see what was on offer and found the above ‘ammonia free’ product. I have to say I LOVE the colour on my hair but not the colour that stained my vanity top or shower tiles!!! I haven’t been able to remove the stains with cleaners I have around here. I wrote to them and they suggested vinegar but I have yet to try it. If it doesn’t work I’ll have to either leave it (yuk) or resort to a toxic chemical cleaning substance which kind of defeats the purpose. So BE WARNED if using this hair colour maybe do it outside or in the laundry tub…
I love shopping online too, though I tend to stick with big companies who I know are likely to have good tracking/return policies. I had a problem with an Amazon order once, but they quickly corrected it and refunded my shipping.
I just recently had a bad online experience – she kept saying it was posted – then it never arrived then it was posted on a different date, never received, I think in the end there were over four dates given as the posted date … it finally arrived over a month later !! HMP le xox