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?

2 comments:

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

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  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.

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