10 January 2011

Update on E.L.F experience

Just a quick update on my E.L.F story. I ordered some items on 12th December and received an email advising my package had been dispatched on 17th December. Well, I am still waiting.

Now, here's where it gets strange... I placed another order on 28th December (at those prices I couldn't control myself) and that arrived today. Needless to say, I was concerned that something might have happened to the first package. I had already sent an email last Thursday 6th January and another on Friday 7th ( I wasn't sure I had sent the first to the appropriate dept). To date I haven't received so much as an automated response to acknowledge they have received my email. So, I thought I would call them at the number on the website. Well, guess what? It doesn't work.

I am shocked at all this. Not the experience I am accustomed to, at all. I'm used to quick service, acknowledgment of my query and a contactable customer services dept.  I understand things happen in terms of delivery times and companies get swamped with orders over the Holiday period, but this scenario makes no sense.

More importantly, I believe we are all very accommodating when we believe we are being treated with respect as a customer. Something as simple as an automated response message for emails or a working telephone number buy more time and patience for the company. I have to admit, I am actually more irritated with the lack of these BASIC provisions for customer care than I am with the extremely long delay in delivery.

Has anyone out there had an experience like this?


  1. That's awful! Did you try google searching the issue? Thanks so much for becoming a Rosebud!

  2. I did and found some people had had similar problems with the U.S. website. I logged onto their facebook page and left a comment there asking for contact details. I'm going to give them another day or so, but really they could do so much better.