[Kristines]

I bought the Signature Mineral Ultimate Long Handle Buki brush in March. I just started to dabble in the mineral make up arena. I probably didn't really use it much for the first month or so but after that I used it almost every day. On December 6th I was putting on my mineral foundation and the handle felt loose and after looking at it, the handle had come off. All I do is buff the minerals in, it's not like I was rough on the brush.

So, I e-mailed them right away and requested a replacement. No response. Last week I called no answer so I left a message, no response. Yesterday I called again and no answer so I left a message, no response.

Now I'm angry. What kind of customer service is that? Crappy in my book!

Kris

[KellyB]

It's non-existant customer service. Sorry you aren't getting any satisfaction.

[lipstickgrrll]

You could crazy glue the handle back on if needed.....

???

[AverysMom]

I've heard their CS is pretty good, so looks like they are avoiding you. I have that same brush from a different company and have had no problems. I use it everyday and the handle is not loose at all. I'd superglue it if you don't get a response soon, because at that point obviously they aren't going to respond.

[Kristines]

Thanks for your responses. Yes I could glue it and still use it. I will never buy anything from them again if they can't even return my calls or respond to my e-mails. There are plenty of companies I can give my money to.

Thanks again
Kris

[simisimi100]

sorry to hear abuot that.. may be the busy becuse of the holidays?!
Im a good costumer's Signatre and Iv never heard of situation like you did.
but if I will and nobody will take care of me.. I will stop buying.
eamil egain. probebly stacey will answer to you.. !

[speedy]

That's terrible service!

[Ronnie]

I know how frustrating that can be when you have something that you've purchased and something goes wrong with it yet you can't get the attention from the company to resolve the matter. I've only ordered from Signature once and I was pleased with the service and product. I've read many good things about them and hope that you will soon attract their attention and that things will be resolved soon to your satisfaction.

[Sirvinya]

Thanks for letting us know. That's awful customer service.

[Kristines]

I'm hoping they read this forum because anytime anyone asked about Mineral Make-up companies I will certainly always chime up about my experience with Signature Minerals. I can understand being busy as a business, but to simply ignore a customer is bad business.

[simisimi100]

Originally Posted by Kristines

I'm hoping they read this forum because anytime anyone asked about Mineral Make-up companies I will certainly always chime up about my experience with Signature Minerals. I can understand being busy as a business, but to simply ignore a customer is bad business.

Im completly agree with you.. I have now the same with a nother company.
is awfull..!

[carmonious]

Originally Posted by Kristines

I bought the Signature Mineral Ultimate Long Handle Buki brush in March. I just started to dabble in the mineral make up arena. I probably didn't really use it much for the first month or so but after that I used it almost every day. On December 6th I was putting on my mineral foundation and the handle felt loose and after looking at it, the handle had come off. All I do is buff the minerals in, it's not like I was rough on the brush.

So, I e-mailed them right away and requested a replacement. No response. Last week I called no answer so I left a message, no response. Yesterday I called again and no answer so I left a message, no response.

Now I'm angry. What kind of customer service is that? Crappy in my book!

Kris

I am new here (as everyone can obviously tell!!) and so I am going out on a limb posting this, but I have always received exemplary customer service from Signature Minerals and I truly can't imagine that they'd ever deliberately ignore anyone. They were one of the first companies I ever purchased from when I was new to mmu and I had tons of questions and they were very nice, prompt, and extremely helpful. I would suggest emailing again, and ask for Stacey.
With that being said, do you think maybe you're expecting a little too much to ask them to replace a brush you bought 9 months ago? I am not saying this to be mean so please don't take it that I am - just a different viewpoint. I have brushes that I've purchased from Bobbi Brown and the handle has come off a couple of them (and they are not cheap brushes) - it happens sometimes, even with high quality brushes. I've found that once I start washing brushes, they deteriorate a little bit (some worse than others.) It would be great of Signature to replace the brush for you, and I hope they do. However, I don't recall seeing any guarantee about their brushes on the website.

[saintcloudgirl]

This shows that Make up Talk works for us....thanks for the heads up about the bad customer service.

[Kristines]

carmonious

Whether or not signature would have replace my brush isn't the point. I e-mailed them and call twice and left messages. I left my name, when I made the purchase and the invoice number. They have not responded to any of my attempts to contact them. I should not have to keep trying, I'm the customer. If they want my business and positive feed back then they need to respond to their customers. Apparently they don't care about this customer.

I'm glad you have had good service from them. But I still stand by my opinion, they have bad customer service as far as I'm concerned. Customers should not be ignored!

When people on this forum or other forums ask about Signature Minerals, I will always speak up about my experience.

Thanks for your post.
Kris

[carmonious]

Kris,
Thanks for your response. I am truly sorry that you haven't heard back from them. It makes me wonder what is going on there, because this certainly isn't the kind of customer service I became accustomed to from them.
I do totally understand your feelings on the issue. I didn't mean to suggest that you should have to keep bugging them to get a response - I guess I just tend to be persistent and keep at it until I (hopefully) get somewhere (LOL) - so that's why I suggested emailing again. But you are absolutely correct - you should not *have* to do that.
The only other thing I could suggest would be a regular-mail letter addressed to Sig, the owner, to tell her how you've tried to contact the CS w/ no response. But, I could understand too if you just don't want to bother with that. Sometimes when other employees are answering CS emails, etc, I wonder how much the owners actually know what is going on.

[Kristines]

Signature Minerals did finally call me yesterday. maybe they read these posts. I wasn't home, they left a message on my answering machine. Not sure if it was Sig calling or someone else, couldn't understand the name.

The message said that my e-mail had gotten missed or dumped into an e-mail box they don't check often. There was no mention of my two phone calls.

They did call and they did apologize for not getting back to me sooner. They did say the brushes don't have a life time guarantee, which I completely understand. I wouldn't expect them to. Although I think they should last more than 9 months. I have Mary Kay brushes and have had for 5 years or more and they are still in good shape. The blush brush which I use almost everyday is getting to where I need to replace it.

Anyway, I did want to let everyone know they did finally contact me and because it took almost a month to get back to me they gave me an in-store credit for what I paid for the brush. I accept their apology and am happy with the store credit.

Thanks everyone for responding to my post and have a Happy New Year!
Kris