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!
Here is my version of the border nail design that you may have seen videos about on YouTube recently. A lot of the girls are using dark colors around the edges, but I chose white because I think it gives a brighter pop to the color in the center. (I would avoid colors that can be mistaken for filth on the outer edges.)
I created this design by using Rimmel French White Tip Pro to outline my nails. I let them dry and then carefully painted the center with Rimmel Lasting Finish Pro in Posh Pink. After touching up the white where necessary the manicure was finished; quick and easy!
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:
Today is Monday, but in my world it's Saturday. The sun is out after a weekend full of rain, snow and hail showers here in Washington. My nail polish is chipped, my legs need to be shaven, my skin needs exfoliating, and my feet need to be soaked.
Lucky for me, I got a LoveVoxBox in the mail last week and I have a few products to try out. My hands will get a makeover this afternoon when I use the Kiss Nail Dress that I blogged about the other day, and my legs will feel super silky after I try out the new Venus + Olay razor.
I've also got a couple new colors of Rimmel Lasting Finish Pro that I picked up at Walgreens yesterday, Steel Grey and Hard Metal. They were 50% off so I got two for less than $5. My toes are going to have the Steel Grey on them; if I can manage to get the Kiss Nail Dress on my big toe I will be so excited!
Another item I picked up at Walgreens was Clairol Nice'n Easy foam hair color in 4RB (Dark Reddish Brown). I have been wanting to move away from Auburn hair and think this will be a great new tone for me. Later on this week I will make a video about the dye just like the one below where I reviewed L'Oreal Sublime Mousse:
So, this week is going to be full of video updates and product reviews. I am really excited to try out these items and share how I feel about them with you all.
