I placed a fairly large (by my standards) order from beauty.com. I use drugstore.com (owned by the same company and use the same cart) pretty regularly and beauty.com had the best prices on the Baxter's of CA stuff I wanted to try. Since I could mix that with some other stuff I needed from drugstore.com it was perfect. I ordered everything up and it arrived last night. Most stuff was nicely individually wrapped and protected pretty well, however somehow the Baxter's clay pomade had snuck out of its bag and bounced around. It arrived shattered with sharp, hard plastic shards scattered around the box and a nice layer of hair product everywhere. Thankfully since almost everything else was wrapped I just had to wipe off a couple items.
I sent their customer service group an email and within an hour or so (and it was after 5pm CA time) I got a shipment notice of 1 jar of Baxter's pomade for $0.00 sent with upgraded 3-day shipping! About 5 min later I got an email from their customer service group apologizing for the incident and a link to their damaged item return policy. I inquired how I might ship back the shattered jar and a few min later got a nice reply saying obviously not to bother and thanking me again for my business.
This is the kind of customer service I expect from smaller businesses, especially those well known here on B&B, but often find lacking in larger companies. It's GREAT and really refreshing to see a larger company that both responds quickly and genuinely wants to help their customers. Although I used Drugstore.com before I'll definitely be looking there, and beauty.com, for virtually everything drugstore/beatuy-ish I need in the future.
For you social media guys, their director customer care is on twitter as well - http://twitter.com/DirectorsDesk I sent her a message but her team took care of me before she even got back to her desk. That's great customer service!!
I sent their customer service group an email and within an hour or so (and it was after 5pm CA time) I got a shipment notice of 1 jar of Baxter's pomade for $0.00 sent with upgraded 3-day shipping! About 5 min later I got an email from their customer service group apologizing for the incident and a link to their damaged item return policy. I inquired how I might ship back the shattered jar and a few min later got a nice reply saying obviously not to bother and thanking me again for my business.
This is the kind of customer service I expect from smaller businesses, especially those well known here on B&B, but often find lacking in larger companies. It's GREAT and really refreshing to see a larger company that both responds quickly and genuinely wants to help their customers. Although I used Drugstore.com before I'll definitely be looking there, and beauty.com, for virtually everything drugstore/beatuy-ish I need in the future.
For you social media guys, their director customer care is on twitter as well - http://twitter.com/DirectorsDesk I sent her a message but her team took care of me before she even got back to her desk. That's great customer service!!
