If you go to ulta.com you will see at the top of their webpage they announce that you can choose three free samples with every order. This offer and the free robe for buying perfume made me want to make a purchase.
I ordered and selected my samples. Rec'd my order and no samples. Tried to contact ulta customer service. They do not answer the phone when you call their 800 #. You die on hold and they suggest you go to their webpage. Sounded like a good idea. Went there clicked on "contact us" and the maze began. When you click the "email us" button, you don't get an email. You get a list of 50+ questions that maybe you can read through instead of emailing them. Yeah right. They make it very hard to communicate with them.
So I disregard all the roadblocks and finally send an email which is actually a thread on their page.
Here is the chain. It's not so much about the samples, it's that they tell me I am one of thousands of orders and they don't have time to ship them out. That's after they suggest that maybe I never added them to my cart. That's funny, they were listing on my packing list!!
Customer 11/21/2008 09:38 AM
I received my order today. Order #A105365160. Everything looks great, but I did not receive my 3 free samples. Can you send those to me?
Kim Ries
Auto-Response 11/21/2008 09:38 AM
*********************************************************************************
Response (Christine B.) 11/21/2008 04:26 PM
Novenber 21, 2008
Dear Kim,
Unless you had added the 3 samples to your shopping bag, we are unable to send out any samples due to number of orders coming in at this time of the year. I do apologize, but if you did not add them to the original order we are unable to send any out. This is coming from the Director of Shipping.
Sincerely,
Christine
Guest Services
*********************************************************************************
Customer 11/22/2008 04:43 PM
I did add these items to my bag. They show up on my packing list. It seems you should be able to see them on my order. I did not receive them and would like them to be shipped. That was one of the reasons I placed my order. Thank you.
Kim Ries
**********************************************************************************
Response (Christine B.) 11/22/2008 05:38 PM
November 22, 2008
Dear Ulta Guest,
I sent an email to the shipping department asking to ship out the samples that are shown on your order. The shhipping director apologized that the items were not placed in your order. Unfortuantely, because we are receving thousands of orders. He stated that we are unable to ask to send out samples to guests.
Unfortuantely, I am not able to send out those samples at this time.
Sincerely,
Christine
Guest Services
******************************************************************************
Customer 11/24/2008 08:37 AM
It seems very misleading to have on your website that you can choose three free samples. And then you don't send them. It was Ulta's mistake and you are not doing what you said you would do. That's bad business. I don't really care that you have thousands of orders. In fact, if you treat customers this way, I would think that your "thousands of orders" will be dwindling.
You can advise your shipping director that I will take my business elsewhere in the future. Your customer service is very lacking. And I plan to post this to my blog and let everyone know.
*************************************************************************************
Response (Christine B.) - 11/24/2008 12:43 PM
November 24, 2008
Dear Ulta Guest,
I do apologize; however, these are the corporate rules coming from the
Shipping Director. I cannot override his decision, especially since they are
free items. I do apologize, but I am following the corporate rules.
Sincerely,
Guest Services
************************************************************************************
Obviously those in charge (namely the "shipping director") don't care much about keeping their customers happy.
Long story short, I'll be taking my business to Sephora in the future!!!
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Tuesday, November 25, 2008
Thursday, September 18, 2008
Still No Power & Customer Service Lesson
Day 5. Still no power. We are growing restless! Slowly power is being restored, but they are still saying it could be 14 days for some people. I will say that I am getting more sleep this week as when it’s dark in the house, you might as well go to bed. It’s nice to go to work just to have light, a/c and email and internet access.
We just heard there are some generators in stock at Lowe’s and my husband is in route to get one. Hopefully they will still be there when he arrives! I am crossing my fingers. The borrowed generator we have only holds about a gallon of gas and runs out in about 2 hours. Of course it’s Murphy’s Law that if we do purchase a generator then the power will come back on! I heard there was a utility truck in the neighborhood. First one we’ve seen since Sunday. I just dropped off 30 lbs of laundry at the laundromat. They weigh it to give you your price. For $23 they will wash the 30 lbs of dirty clothes, dry them and fold them for me, plus they are using their water, electricity and detergent. That seems like it’s a pretty good deal, whether you have power or not!
Switching gears for a moment, I had two good examples of customer service in the same day today. First one was at the laundromat. I had been in there maybe 3 years ago and dropped off a comforter to be washed. I recall the conversation because the lady working had a young daughter that liked art and we talked about that. I never expected her to remember me years later. She asked my name today and when I told her my last name she quickly looked up and said “You’ve been here before, and I know how to spell your name.” She remembered my last name as being German. Impressive. I told her I remembered her daughter, because back then I had planned to drop off some art supplies to encourage her to follow her creativity. I didn’t do it then, but now wish I had.
So in my 2nd occurrence today, I went to lunch at Famous Dave’s (BBQ). I had not been there in awhile and the waiter had waited on me at least 6 months ago, if not longer. I sat down, he pointed his finger at me and said “iced tea.” Yep. He remembered that or just got lucky, I thought. I had a notebook with me and a magazine today. He returned with my drink and said that someday he hoped he’d see me come in and not be studying for school. I told him I finally got my degree in April and my school days were over. And now I recall that I was taking a tough class when I was talking with him last, so I think it was almost a year ago when I was taking economics or something like that.
So the moral of the story is, remember your customers. Take mental notes. Remember their face, their name or something about them. It will pay off someday down the road. I was impressed that these two remembered me!
We just heard there are some generators in stock at Lowe’s and my husband is in route to get one. Hopefully they will still be there when he arrives! I am crossing my fingers. The borrowed generator we have only holds about a gallon of gas and runs out in about 2 hours. Of course it’s Murphy’s Law that if we do purchase a generator then the power will come back on! I heard there was a utility truck in the neighborhood. First one we’ve seen since Sunday. I just dropped off 30 lbs of laundry at the laundromat. They weigh it to give you your price. For $23 they will wash the 30 lbs of dirty clothes, dry them and fold them for me, plus they are using their water, electricity and detergent. That seems like it’s a pretty good deal, whether you have power or not!
Switching gears for a moment, I had two good examples of customer service in the same day today. First one was at the laundromat. I had been in there maybe 3 years ago and dropped off a comforter to be washed. I recall the conversation because the lady working had a young daughter that liked art and we talked about that. I never expected her to remember me years later. She asked my name today and when I told her my last name she quickly looked up and said “You’ve been here before, and I know how to spell your name.” She remembered my last name as being German. Impressive. I told her I remembered her daughter, because back then I had planned to drop off some art supplies to encourage her to follow her creativity. I didn’t do it then, but now wish I had.
So in my 2nd occurrence today, I went to lunch at Famous Dave’s (BBQ). I had not been there in awhile and the waiter had waited on me at least 6 months ago, if not longer. I sat down, he pointed his finger at me and said “iced tea.” Yep. He remembered that or just got lucky, I thought. I had a notebook with me and a magazine today. He returned with my drink and said that someday he hoped he’d see me come in and not be studying for school. I told him I finally got my degree in April and my school days were over. And now I recall that I was taking a tough class when I was talking with him last, so I think it was almost a year ago when I was taking economics or something like that.
So the moral of the story is, remember your customers. Take mental notes. Remember their face, their name or something about them. It will pay off someday down the road. I was impressed that these two remembered me!
Subscribe to:
Posts (Atom)
Posts
