Those of you who saw my tweets yesterday will know I've had an issue with a product I bought from the Euoko Liberty counter for Mr London as one of his Christmas gifts.
I emailed Liberty Customer Service on 04 February to tell them that the pump on the Euoko moisturiser was faulty, I no longer had the receipt and if I could exchange it (Mr London had only just finished another moisturiser and opened this one up.) Liberty states that it aims to respond to emails within 24 hours of receipt, so when I'd heard nothing back by yesterday, 08 February, I telephoned to enquire. The Customer Services representative I spoke to said that the counter staff had said they'd already spoken to me and dealt with my issue by sending out another pump, which came as news to me. It appears that someone else had had the same issue, and they had dealt with them, but not me (it's not a very good reflection on the quality of the packaging of this expensive brand, is it?) I said as I was in London tomorrow (today) I'd come in to exchange in person.
So, a bit later I received a call from the counter. They're terribly sorry, happy to exchange the whole thing so I get a fresh product, what time will I be at the counter? Then, about 5 minutes later I had another call to ask if I had the receipt. No, as I explained in my email, I do not customarily keep receipts for skincare as you can't exchange it in the UK if you just don't like it, and I didn't expect a £70 moisturiser to have defective packaging. The counter assistant on the phone was then very hesitant about whether she could exchange, so I asked her to call me back if there was an issue.
Receiving no further phone call, I went to Liberty at the appointed time, with my bank statement as proof of purchase. The sales assistant was not at the counter, despite having assured me that she would be. She had left a replacement pump, loose in a drawer, and had asked a colleague from another line to give it to me. The replacement pump was put on my original purchase and luckily it worked, so I left, not very impressed with the customer service I'd received.
Unless this moisturiser turns Mr London into Ewan McGregor's younger, hotter, sibling, I won't be purchasing from Euoko again in the future. I expected better from Liberty.
EDIT to add: please see this post for the follow up on this issue.
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That is so unimpressive... :-(
ReplyDeleteHow very shoddy, inconsistent and rude! £70 for a moisturiser for a MAN? I'd expect it to come with a free spa weekend.
ReplyDeletethat sucks. on the other hand, i am glad you posted this so people are warned.
ReplyDeleteI had some pretty awful customer service from Liberty too recently - this time with regards to an order from Le Labo. It's disappointing - I want to love Liberty.
ReplyDeleteWow, that's shockingly bad customer service.
ReplyDeleteI've never visited the Euoko counter. The last time I was in Liberty's beauty hall, I tried to buy an LE palette and some lashes from Shu Uemura, but was ignored for a good 5 mins as the counter salesperson did a makeover on (what I deduced to be) her boyfriend's sister. Eventually, I left without making a purchase.
I like to think I already AM a younger, hotter, version of Ewan McGregor!
ReplyDeleteDear 30-Something/Mr London - you know, that's often what I think when I look at you - "Ewan McGregor, but younger and hotter." Of course, I meant "even more like..."
ReplyDeleteHello Great She and Glamoured - I'm sorry to hear about your customer service issues with Liberty too. I love Liberty and the brands they have, but stuff like this just lets them down totally.
Hi BBB - yes.
Hey La - it's my fault - I've given him expensive tastes ;)
Hi Jojoba - thank you! It's not fun to write a negative post, but customer service is so important, especially in a brand that is positioning itself at the luxury end of the market.
Hee - nothing to do with beauty or Liberty, I am tickled you also have a 30 something gamer. Mine is playing Bioshock 2 gleefully as I type. Maybe games and beauty go hand in hand? I don't quibble about the mountains of games, consoles and wires cascading around the living room; he doesn't raise a brow about the bathroom counters being constantly covered in products. We exist peacefully side by side with our respective obsessions!
ReplyDelete(sorry for taking post OT)
If this does turn Mr. London into Ewan's younger sibling, I am buying it for a friend so he turns into Hugh Jackman's younger sibling or better yet-Hugh Jackman!
ReplyDeleteHi Kirstie - I think his videogame thing definitely helps him to be tolerant of my skincare/cosmetic thing! Mine has just finished Assassin's Creed 2 :)
ReplyDeleteHi Olivia - well, I'll report back if it does ;)
I shop there once a month or so and love it. Its a shame you had a bad experience though...At least now you have your product working! Is it good?
ReplyDeleteHi Louise - I shop at Liberty regularly, and I've always found the customer service there to be excellent, which is why this experience was such a surprise.
ReplyDeleteMr London has actually said that his skin is feeling really nice with it...I've told him that if he likes it so much he can buy it himself next time. :D
Amazing, What is the name of the cream? I need to get my man into skincare! Although I think I will tell him to buy it himself! :)
ReplyDeleteHi Louise - it's the Watermelon Defense cream. It's not specifically aimed at men, the whole line is unisex, so the good news is you could borrow it :)
ReplyDeleteGah, I'm already so ticked off just from reading your account of what happened! And goodness, this is Liberty!!
ReplyDelete