Talk to the HandPosted: Monday, March 26, 2007
Poor customer service is the bane of my existence. It just makes my blood curdle.
If your not in the business of providing quality customer care, then you shouldn’t be in business. I don’t understand why it is so difficult to accomplish this easy feat. After all, a strong, solid customer base is the driving force behind any successful business. It does not require a advanced degree in manners 101, social intelligence or ethics to master the skill of excellent customer service. The only thing needed is just some good old compassion, understanding, and a moral business mind-set.
The ever increasing rudeness of people and this “talk to the hand” mentality in the world today is driving me crazy, and I refuse to tolerate it in the service and retail industries. Everyone who knows me, knows that I’m a stickler for customer service and will complain in a heartbeat if it’s not right. Why should I throw away hard earned money?
With that said, back in February I emailed Maryam of Maryam’s Soap Nook, explaining the serverity of Mademoiselle’s eczema. I also informed her of Mlle O’s nut and milk allergies. Maryam quickly responded, telling me that she could whip up a special batch of body butter that included: cocoa, avocado, and mango butter, jojoba oil, vitamin E, Avena, and beeswax. After I received this email, I sent two additional that asked if this special batch would relieve baby Mademoiselle’s itching.
In repsonse Maryam sent this email:
Avocado (Oil and Butter), Evening Primrose oil, Jojoba oil, Meadowfoam oil, Olive oil, Emu oil, Cocoa Butter,Vitamin E, Calendula oil, Collodial Oats (Avena) are oils and butters that help relieve the symptoms of eczema and psoraisis and healing/ itching the best and that are not nuts or milks.
Well, I was convinced. So I immediately placed an order for a $25 jar of Whipped Body Butter (formulated for nut & milk allergies), which turned out not to be whipped at all. The butter was just a bunch of different oils that had been melted down and mixed together, creating a semi-hard substance that needed to be melted in the palm of my hands before applying. The butter also did not include the evening primrose, meadowfoam, or olive oil, but this didn’t bother me as long as the product was going resolve Mlle O’s skin woes.
To my surprise, the product did not relieve her itching nor did it moisturize her skin, but made it dry, which was very puzzling to me. I was upset, but since I liked the smell I decided to use the butter for my son who doesn’t suffer from dry skin and started research to create my own product that would best suite my baby’s needs. But then…
A few days later, I noticed four black spots on the side of the butter and when I opened it, I discovered it was mold. So you know what I did, I sent Maryam an email. The following is our email conversation:
I was already upset at the fact that your body butter, which isn’t whipped, made my daughter’s skin more dry. It didn’t moisturize her skin at all. However, I got over it and said that I could use the product (10 different oils melted together) for my son. But…I was angry this morning when I discovered mold throughout the product. I couldn’t believe it! I feel it would be the right thing to refund my money and I can send you back your product.
From Maryam: I’m sorry to hear that the butter didn’t work for you, I’m also sorry to hear that you got mold in it as well, it is a natural product with no preservatives, and it sounds like you got water into the product. Please accept my apologies. Sorry, my message was sent before I finished writing it, if there are little white specks throughout the product it isn’t mold, that is the butters. I re-read your email and I’ve never had or heard of the mold throughout the product, If you introduced water to the product, there would be mold throughout the product. When the butters harden they sometimes turn into white specks throughout the butter.
My response: No, Maryam, it is black mold. I don’t understand why anyone would put water in a body butter. I have used body butters for several years now and never did I expose them to water. I understand that it is a natural product, but no where on the packaging did it say to refrigerate. It sounds as if you’re telling me that I’m basically out of $25. Is that correct?
My email was sent on March 21st and I’m still waiting on a response from Maryam. I am pissed to the highest pissibility (made up word) at the fact that she blamed me, by saying I introduced water to the product. What! That butter was no where near water. Instead of making excuses, the right thing would have been to offer a refund or to ask how she could somehow resolve the issue.