Quote: Originally Posted by
With2Ls /img/forum/go_quote.gif
Just posting my interaction with Ipsy, per Zadidoll's request. I have removed any info that is personal or identifying. Sorry this is so late in coming!
[SIZE=9.5pt]MAR 07, 2014 | 11:46AM PST [/SIZE]
Original message
XXXX wrote:
Hello,
I cancelled my subscription a few days ago and gave the reason as primarily (xxxx) chose this one to cancel because I was concerned about the quality of a particular brand product you seem to send often. From what I can tell, I will be far from the first person to notify you of this issue. My Pop Beauty lip gloss smelled horribly of chemicals, and (xxxx), I was afraid to even put it on. I realize this was most likely an issue that you were unaware of before the bags went out. What has really disappointed me is not that there was an issue with the product, but the way in which the issue has been handled. I would have expected Ipsy to be more proactive in solving the issue. I did not email your customer service about the issue myself, as I saw multiple posts in forums and blogs on the internet that people had contacted Ipsy and were basically told there was no problem. It would have been good customer service to issue replacement items, even though I'm sure that would be a large undertaking with all bags containing the gloss. Your company could have at least sent an apology email, or an email asking if the specific customer had an issue, or an announcement that an extra item would be included in the following month because of the lip gloss problem.
I'm sure you are already well aware of this, but the quality of customer service means A LOT to a subscriber.
I know as just a single customer I'm not going to make any difference to your bottom line, but chances are that if this is the way I feel, there may be many more out there that feel the same way even if they don't tell you about it.
[SIZE=9.5pt]MAR 09, 2014 | 11:21AM PDT[/SIZE]
XXXX replied:
Hi XXXX,
Thank you for contacting ipsyCare! I'm sorry to hear that you were misinformed about the POP situation. That is not the way that we handled this issue. Users are always encouraged to contact ipsyCare if there is ever an issue with one of our products. We did not issue a large announcement as this was a situation that needed to be resolved in a case by case basis. While the majority of users reported a foul smelling product, there were still many who reported that their product contained the vanilla scent that was intended.
As a result of a manufacturing mistake, the flavor/fragrance normally included in the gloss was accidentally left out of some batches. While the smell was off, we have assurance from POP that the product is safe. We're sincerely sorry that your first experience with this product was poor.
I've sent a bonus item out to your address as an extra thank you for sharing this with us. We rely on our community to keep us informed. I'd also encourage you to reach out to POP Beauty customer service regarding your experience with this gloss.
Both ipsy and POP are committed to providing only the best for our customers, and we’ll be working hard to avoid such mistakes in the future.
Let me know if you have any other questions or concerns -- I'd be happy to help.
Best regards,
XXXX
PS. For more information about ipsy and our Glam Bags, check our our FAQ:
http://help.ipsy.com/
[SIZE=9.5pt]MAR 09, 2014 | 12:58PM PDT[/SIZE]
XXXX replied:
Hello,
Thank you for your quick response, it is greatly appreciated.
I realize this issue is not your company's fault and has probably turned into a customer service nightmare. I also realize you can only go by what Pop Beauty has told you. However, I must respectfully say that I believe their explanation is incorrect and untruthful. I don't know if you have had a chance to smell (or use) one of the glosses in question, but the foul odor is extremely strong. I don't think there is any flavoring ingredient that could change or cover that smell to where it smells like vanilla. I'm not saying Pop is purposely being untruthful, as they may be taking the word of the manufacturer, and the manufacturer may not even be fully aware of what went wrong. Unless testing is done I don't see how they can give a definitive answer, and if they have done testing they have not made their customers aware of it.
I appreciate you sending an item to replace the gloss - just please don't send me another Plump Pout gloss!
I did send Pop an email right before I sent one to you, and if you are interested in their response I will let you know when I hear from them.
XXXX
[SIZE=9.5pt]MAR 09, 2014 | 01:16PM PDT[/SIZE]
[SIZE=12pt]XXXX[/SIZE][SIZE=12pt] replied:[/SIZE]
[SIZE=12pt] [/SIZE]
[SIZE=12pt]Hi XXXX, [/SIZE]
[SIZE=12pt]Thanks again for sharing your thoughts. I received a POP gloss myself this month and while my sample did not smell like vanilla, the smell did not render it useless. That is just my opinion, and just my perspective based on my sample. We're sorry to hear that you're disappointed and because of that we wouldn't send you the same product that you were initially dissatisfied with-- please accept our sincerest apologies. We've learned a valuable lesson this month, and we'll definitely use this experience to improve going forward.
Best regards,
XXXX[/SIZE]
Just out of curiosity, if you were offered a replacement item, did they send you tracking information? I haven't seen anything yet. Of course, I wouldn't really blame them if they don't send me a replacement after all since I cancelled my sub.
I wrote to both POP and Ipsy. POP didn't offer a full size gloss but Ipsy said to request one from them. I emailed POP with what Ipsy said and then they sent a one line email asking for what shade I wanted and my mailing address. Ipsy said they would send me another item but I have not heard back from them on one of my accounts. On one account I was told I would be getting a lipstick in the shade Pixie but no tracking from either account. I wonder if I should write back to them since this was all on Friday. Also POP didn't respond after I sent them my mailing address. I am very disappointed in the way both companies are handling the issue specially with something so serious.