I would just like to compare and contrast this with Beauty Bar / Sample Society's CS. I got a package today that was missing a $12 box I had ordered. I went to report it on their page for returns, and accidentally hit the refund request for the Mystery sample box I had ordered, which was $25 and totally fine. I emailed them because there was no way to fix the request in their system. This is what followed:
"Thank you for reaching out to us tonight. I'm sorry that you only received one of the September Sample Society boxes, for order XXXXXX. I'll be happy to help you with this. I'm showing that we have already issued you a $25.00 refund to the credit card ending in; "2004." You should see that reflected on you credit card in 3 to 5 business days."
I answered. "Can you re-charge me the $13 difference? Doesn’t seem fair for you to be out the money for my mistake! BTW, you company has OUTSTANDING customer service. I’ve placed many orders with you recently and will continue to do so in the future because of this."
Their response "<my name>, we understand that there has been an error with the report however we have already issued the refund. Unfortunately we are not able to recharge your card without verbal permission so this refund is on us and we are happy to continue providing you with the best service possible.
Once again <my name>, we are sorry to hear about the mix up with reporting the issue."
THIS IS HOW YOU DO CUSTOMER SERVICE. I'm prepared to shout from the rooftops about what amazing CS Beauty Bar provides, I'm definitely going to spend the money they refunded me with their company, and I'm going to look into using their sister sites from now on for other things I previously bought from Amazon.
And I won't be giving L'Occitane one red cent from now on. Not because of the screw-up, but because of how they handled it.