So you may know that I'm in love with the Bobbi Brown Corrector, after reading my rave about it here. In short, it's my Holy Grail dark circle obliterator and no other product has come close to giving me the same results. However, I wish I didn't love it so much, because after a disappointing customer service fail, I'm reluctant to hand over any more money to Bobbi Brown.
I'll start by saying I do love the little collection of goodies I acquired, and it was a great deal. I basically needed to replace my adored Corrector (yes, already!) and when the email offer of a free eyeliner and shadow stick with any BB purchase plus free shipping popped up, I was in! I was also pleasantly surprised to be able to choose four free samples to accompany my order as well. Having never ordered from the Bobbi Brown site before, I wasn't sure if this was right, but that's what happened during the ordering process, so who was I to argue? Here's what I got:
Corrector in Porcelain Bisque ($40)
Long Wear Eye Pencil mini in Jet (free)
Long Wear Cream Shadow Stick sample in Golden Pink (free)
Extra Repair Moisturizing Balm SPF 25 7ml (free)
CC Cream SPF 35 in Blushed Nude 5ml (free)
Extra Repair Moisture Cream sachet (free)
Hydrating Face Cream sachet (free)
And now for the complete lack of customer service. I received the obligatory automated email confirming my order, saying (and I quote) "we'll let you know as soon as your package ships in 1-2 days." Well, 7 days passed, and nothing. No email. So I called the 1800 number from the 'Have questions about your order? We can help' section of the email mid-afternoon (which goes through to Estee Lauder, who own Bobbi Brown), only to be put in a queue (normal), waiting, then hearing the message 'all our operators are busy, please leave a message and we'll call you back'. Annoyed, I hung up. I decided instead to ring again right on business opening hours the next morning, when surely not all of their operators would be busy. The same thing happened! This time I left a message with my name and phone number. Well that was 5 days ago and I have yet to get a call back, and I won't be holding my breath! Luckily, my order arrived in the meantime. They really shouldn't include "we'll let you know as soon as your package ships in 1-2 days" in the order confirmation email if they aren't going to, because when you still don't have the promised email a week later, that's when you start to worry (or I do, anyway!).
I also posted my review of the Corrector on their Facebook page in April and they never commented or liked it, but many brands ignore bloggers in that manner, so that was pretty much expected and only mildly annoying. LOL. More disturbing was when I contacted them through the Contact Form on the Bobbi Brown website in May and never got a reply. That's their official contact form on the official BB Australia website. It is unacceptable and extremely poor customer service to not reply to the queries they get through that form. I'm so glad I haven't had an issue with my order, because trying to contact and get a response from these clowns is an absolute fucking nightmare.
|I wanna divorce!|
Disclaimer: This post details my actual experience with this company with 100% honesty. As always!
Have you had a bad customer service experience recently?