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.
In a recent post, I told you that my grandma and I discussed my experience with Rimmel London. Well, that same day we went with my sister to the mall.
We found ourselves at the Lancome counter; my sister being passed between cosmetic assistants as they worked on the perfect beauty remedy. Meanwhile, Grams took me over to reiterate the importance of a proper lipstick shade (and the necessity of color in general). I picked up and swatched a few shades of Lancome's Color Fever Gloss. I swatched "Hot Number" and instantly ran over to show my sister (preoccupied) and grandma how sparkly fabulous it was.
Grandma put off her conversation with the Lancome representative only long enough to say, "That's very pretty. It's much better than that one you have on now!"
I was slightly confused, because the lip product I was wearing was the "Champagne" Lancome lipstick that she had given to me, literally, as we left home that morning.
She continued on chatting with her new friend, lifting my hand up for observation and saying:
"Look at this hideous gray nail polish she is wearing! It's too dark in my opinion. I would never wear it. It's not feminine."
That's when I realized, her original statement was a comparison of the lip gloss I swatch to my nail polish color. Giggling, I informed her we were looking at a swatch of lip gloss.
As we left the mall later on, she told me I should save up my money and go back to get it.
I went home from my grandparents house with quite a few new products thanks to the advice of my grandma and I'm planning to do a video showing what I've learned. One of the products she gave me was the Lancome Champagne lipstick.
For weeks afterward, I couldn't forget about the gloss. So last Sunday I finally took advantage of a great deal Lancome was offering and placed an order on their website. I ordered the Hot Number Color Fever Gloss and the Sparkling Cherub Illuminating Powder. Because the total was over $60, I qualified for a free 7-piece gift and a makeup bag - plus free shipping and a free sample.
It's six days later (shipping was free); I got home early this afternoon and my Lancome package was at the door!
Watch the unboxing and see swatches:
The nail polish my Grams so passionately disliked was the Rimmel polish I got that had a defective brush; which launched what became a campaign effort to reach Rimmel London customer service. Additionally, the jenky purple polish I am wearing in the video is another shade of Rimmel Lasting Finish Pro. I had to choose between repainting my nails before filming and opening the Lancome package ASAP. Obviously opening the box won.
Anyways, it seems like I am destined to be disappointed with Rimmel. More on that topic tomorrow..
