Friday, September 29, 2006

How to annoy your customer- The Lancome edition


I made my usual Lancome purchase on their website. I bought my staples: Their gentle exfoliator and Bi-Facil eye makeup remover, as well as a couple of makeup items: Artliner in Smoke, a replacement for the Noir one, and a blue eye shadow. As a My Lancome member, I got my free shipping and a sample of mascara and was happy as a clam.

A few hours later I got their promotion email, telling me that for every order over $75 I can get a lovely GWP that includes quite a few goodies. Now, a similar thing has happened to me in the past with Clinique. A quick email to their customer service and whatever promotion promised was applied to my order, and all was well.

So, I emailed them at the relevant address. And nothing. Not even an automated response. Two days later I got my giftless package. I'm disappointed. Other e-commerce sites are much more sensitive to requests from loyal customers, and I really didn't expect that Lancome would be so different in this manner than their competitors.

Have you experienced similar incidents? What did you do?

2 comments:

  1. That sucks. I would be totally annoyed too! Maybe you could re-send your original email with a little note saying, "I'm sure this must have gotten stuck in your spam folder because I never heard back from you, so I'm sending it again..."

    Maybe even tell them that you know Lancome would never intentionally ignore their valued customers!

    Good luck :)

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