How Feelunique Deal With An Angry Client
UNPLEASANT EXPERIENCE WITH FEELUNIQUE
This story is quite old. I stopped buying from Feelunique a few months ago, because the last shopping online experience was so unpleasant I still do not want to remember. I was really infuriated with this Internet shop selling beauty products from the best cosmetics brands that I decided to leavi it for some time for my anger to disappear.
The site was founded in 2005 and became one of the most successful online shops in Europe. I enjoyed my shopping experience in 12/2014, but since then I noticed that the goods delivery service has deteriorated very quickly. I had 2 orders in 2015.
SLOW AND COCKLED DELIVERY
In the photos you see the last parcel from Feelunique. It was the order made in 09/02/2015 when I bough an eyeshadow palette. The site promises the delivery to Lithuania from 5 to 10 days, but the last two parcels arrived after more than 20 days since ordering. Imagine the feeling when you wait something for so long, you go to the post office and get a cockled parcel. You open it paying that the palette would not be damaged, and find it quite ok, only with a few scratches on the carton packaging. You also see the remains of porolon. The feeling is not the nicest.
But it was just the start of unpleasant experience.
CUSTOMER SERVICE TELLS ME TO IMPROVE MY ENGLISH
I contacted the customer service explaining all the details stated above, and I even attached the photos. I also mentioned that if they continue like that I would have to inform my readers about their bad service.
The same evening I got the e-mail through my website from Blanka.
Message details (copy pasted):
NAME Blanka
SUBJECT you need to improve your english
MESSAGE Hi you really need to work on your english as your english is terrible i can only imagine then you speak english you must sound totally horrible.sorry but then you do blogs its a must to be good in english correct?good luck
E-MAIL ciaoragazzi@hotmail.co.uk
I never get such e-mails because who would ever to bother to write to a website which they do not like? Also, it was the same evening I contacted Feelunique. What a coincidence, right?
OFFICIAL FEELUNIQUE EXPLANATION
Feelunique contacted me after A WEEK from my complaint (copy pasted). The reply was very nice then but it did not matter anymore after 'Blanka`s' e-mail
Dear Karolina
I am sorry to hear that your order arrived damaged.
As the item left us in perfect condition, I can only presume your order was damaged in transit.
Please advise which item was damaged, the order number and if you would like a refund or replacement sent.
We apologise for the inconvenience caused.
Best regards,
Susanne
VERDICT TO FEELUNIQUE
It was not the matter of replacement or refund anymore. It was the matter of offence to a non-English customer who made several mistakes in the complaint, but as we see from the reply the customer service could understand properly what happened to the parcel and why I was not satisfied. It was my first negative experience while buying on the Internet, and it is a pitty that the service of Feelunique has deteriorated so much.
What was your experience with Feelunique?
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