Here is the final update on my ordeal with Rimmel London/Coty Inc customer service. Watch and find out what 'complimentary product' they sent me as reward for my success in contacting them. It was quite the feat!
Check out my favorite three products from April 2012. I found
a new way to clear my complexion and exfoliate for only $1 and I also
discovered body splash for the first time in my life.
For the longest time, I had been trying to clear my skin up using the Clinique Acne Solutions line. The toner was average, the lotion is good (purchased a bigger bottle separately after trying), and the face wash flat out sucked. Anyway, I had the face wash in my shower and was attempting to use it up before switching products. As months (literally) went by, I couldn't help but notice that the face wash seemed to be a never-ending bottle. I checked it out and realized that the top of the bottle was letting water in and diluting the solution. I threw it out and ordered the Green Gel face wash from MAC that I'd been eying. I've been using it for about a month now and it is one of my favorites from April. It's mild yet controls my breakouts, and does not leave my face feeling dry.
I received my replacement nail polish from Rimmel London/COTY inc and will write about it later on today or tomorrow. The borderline "complimentary product" they provided me with is humorously half-asked.
To follow up with you about my Rimmel Lasting Finish Pro ordeal, I did make contact with their parent company, Coty. I formally contacted them on March 28th, and then again on April 18th after not hearing back. I got an e-mail on April 19th that read: Dear Hillary:
Thank you for telling us about your dissatisfaction. We're sorry to
hear you've had this experience with our Rimmel Lasting Finish Pro Nail
Polish in Hard Metal.
You do not need to return the product to us. If you should have another
problem with a Coty product in the future, however, we will ask you to
return it to us for evaluation.
We hope you enjoy the complimentary product you will be receiving within
10-12 business days and that future purchases of Coty brands meet your
expectations.
So, I don't need to return the bad polish THIS time but if I have a problem in the future I will have to pay to ship them the product in order to prove that something is wrong with it before they will replace it. Mind you, I sent them a PICTURE of the undeniably defective brush.
I am awaiting the arrival of the above mentioned "complimentary product". I
think what they meant to say was "replacement product". If there is not a complimentary product accompanying the replacement polish I will be offended. In fact, that will be the deciding factor on whether I continue to buy Coty products. Sound ridiculous?
I have worked in customer service for almost ten years and have extensive training in handling customer complaints and turning all negative experiences into positive. If I am representing a business, I will do whatever I can to ensure the clientele are pleased. I have managed restaurants and served as the face of customer service in world-class facilities. I know that the cost of replacing a faulty product with a smile (especially something so cheap as a nail polish) is far less than the price of a lost customer.
It is at the discretion of the customer service representative to take the number of complaints by any customer into consideration before granting a replacement product or service. In my training, you don't question a customer on their complaint unless they have been dissatisfied three or more times out of the ten most recent transactions. In that case the question should be, 'how can we get it right the first time?'
Coty/Rimmel has made me feel like the bad guy in a situation where I simply received a defective item. They could have replaced it from the get-go and I would have continued on filming my glowing review of their product. Instead, I have had this encounter with their customer service that has completely and utterly changed my opinion of an otherwise wonderful brand/nail polish. Now, inevitably, I will have to address this in my review. Worse than that, I will remember this every time I browse for polish.
I will update you about what I receive in the mail.
I have been planning to make a video raving about my collection of Rimmel's Lasting Finish Pro polish.
Just before doing the video, I found a new color I HAD to try. The color is on the far right below and is called 282 Hard Metal.
(Bella with) My Collection:
When I opened the Hard Metal bottle, I was sad to see that less than half of the bristles were there.
I went to the Rimmel website to let them know I got a faulty product, and was redirected to a website for Coty Inc. I was required to provide what I felt to be an abundance of unnecessary contact information. I thought it odd that they required my full name, address and phone number just to submit a comment; but I figured in my case it would be easier for them to get me a replacement that way.
After sending the message explaining my dilemma, I went out of town to visit my grandma for a week. During that time, we went shopping and I showed her the Rimmel polishes in a store. I told her about the polish being my favorite - and also about the brush issue I'd contacted them about. She said she's been a Rimmel makeup fan for a long time (hadn't heard of the polish though) and added with confidence, "they'll take care of you".
Well, it's been over a week and I am sad to report that I haven't even gotten a response from Coty Inc or Rimmel. I'm left wondering if I should do a video review of the polishes now. I truly love the polish and lots of qualities it offers, but this neglect by the company leaves a bitter taste in my mouth. If I do make a video, instead of raving I think I'll be ranting.
The square bottles had me at hello, but maybe it's time to revert back to OPI. Or start using Kiss Nail Dress more often!
As for Rimmel: I can be contacted at utubinit@gmail.com if they want to replace the Hard Metal polish. I suggest they and the folks at Coty Inc watch and take notes from the below video by customer service expert Shep Hyken:
