After my post on my disappointing customer service experience at the Euoko counter at Liberty, I was contacted separately by both a representative of Euoko and a customer services manager at Liberty.
Both of them apologised for the experience, and said that they would not expect a similar issue to be handled in the same way in the future. The Euoko representative offered to send me something to make up for the experience, which I declined (it was the same day, and I was still pretty cross.) Liberty have offered to send some gift vouchers, and as I do know the difference between cutting off your nose to spite your face and total self-decapitation, I haven't knocked that back.
I didn't mind not getting a new product, but I did expect the sales representative of the brand to be there when I arrived when I said I would (perhaps I'm being overly critical here - she might have had to go to the loo or something, but I got the impression from her colleague that she wasn't expected back any time soon) and if the solution was to replace the pump I'd have preferred to have seen it hygienically sealed, particularly when Euoko make a point of not over-using preservatives in their products. I'm trusting that this wouldn't happen to someone else in a similar situation in the future, and I do still love the Liberty Beauty Hall, where I generally receive very good service.
As for the moisturiser, Mr London reports that, "It does make my skin feel really nice." Yeah, I'm happy for him.
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So they tried to make it up to you after it was brought to their attention that you're a popular beauty blogger! This proves that companies are becoming aware of the effect that a bad review on a blog can have on sales but sadly (and you can call me cynical), I think your experience up to the point you told us of the whole sorry affair is what the rest of us can continue to expect.
ReplyDeleteI'm sure I'm not the only one who used to love shopping in stores but due to bad experiences at the counters are turning to online shopping for beauty products. There are exceptions but on the whole the industry needs to start treating us better.
The last time I was in Liberty about six months ago every department was severely understaffed and the Sales Assistants that were there were run ragged trying to do the jobs of five people. Not a happy situation for anyone. Is this typical? I don't know.
Rant over.. oh, and I love your parting shot!
If it's one thing I am a stickler for it'd good customer service and the fact that the brand is outrageously expensive, you would expect service to correspond with the price. I thought it was a little shocking they didn't replace the entire product in the first place. Glad Liberty came through with the vouchers - enjoy.
ReplyDeleteHey Joolz - yes, I used my non-blogging email to make the initial email enquiring about the faulty pump. Perhaps examples like this will alert retailers that anyone could be a blogger though, even if they don't do the right thing automatically because it's the right thing to do.
ReplyDeleteHey Anna - thanks, me too. Hope you're doing well, and lovely to hear from you. x
Forgiven but not forgotten, eh?
ReplyDeleteIt's good that it has turned out well. I wish the customer service culture here were of the high standard that you have in the UK. Oh, the stories I could tell.......