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Melanie T

1 reviews | Active since Jun 2018

16 Sept 2019, 08:54

UNfaithful to nature and those GENUINELY trying to defend the earth and its creatures

If I could give minus a million stars, I would. Time and time again, I select "vegan samples" when I place my orders, and time and time again I receive samples containing animal products: from MOHAIR SOCKS to products that contain honey. And this after I have sent numerous lengthy emails, educating Faithful-to-Nature on what it means to be vegan and why the samples they send me are not faithful to nature in any way. This time, the shocking reply I received was as follows:

"Apologies for the trouble caused by the samples received. Please be advised that samples are dependent on what the suppliers gives us. If we have vegan samples then this will definitely be sent to you. Apologies for the inconvenience. Please get in touch if you need further assistance. Green Regards, Rafiq Booley, Customer Satisfaction Ninja"

My reply to this deplorable email:

"Rafiq This is an absolutely DISGUSTING response!!!! That is like saying to a Muslim person: "I'm sorry we sent you pork-laden samples. We didn't have any halaal samples on hand" - or to a *** person, "I am sorry we sent you samples that are overtly ****phobic. We didn't have any samples that were not dripping with prejudice". This is UNACCEPTABLE!!!! If you don't have vegan samples, DON'T SEND ANY SAMPLES. It is that simple!!! Why the hell do you put the option on your site for clients to select 'vegan samples' if you are not going to honour and respect their choices!?! And your disregard of the seriousness of this offense is deeply concerning. Especially after the trouble I have had with your company in this regard before (which I forwarded to you, but I doubt you bothered to read)! Again, Faithful-to-Nature proves itself to be unfaithful and worthy of ZERO faith from its client base. Shame on you and your disregard for ethics and those who are GENUINELY attempting to be faithful to the planet and all who inhabit it!!! DISGUSTING!!! Enraged EX-client"

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Replies (1)
Faithful To Nature
Faithful To Nature's reply16 Sept 2019, 11:08
Official
 Hi Melanie 

I have rep**** to you via email, but thought I would reply to you here as well.

I sit here in disbelief for the past half an hour trying to find the words to make this better and honestly, I have nothing :( I know that nothing I say will make you feel better and nothing I do will restore your faith in FTN. As a Muslim, I totally agree with your comparison and if I were in your shoes as you described I would be feeling the exact same way, I would be livid. 

I have taken this up with Rafiq, I totally agree that his response was lacking everything that FTN stands for. He is new in this role and this has been a huge learning experience for him. The staff know what Vegan is, we have done tons of training and we all  know that honey is not Vegan, this was a mistake made by a person not taking note of the special instructions which is totally unacceptable. I am investigating your order and all the hands it went through and I will personally make sure that everybody involved is dealt with appropriately and that they understand the seriousness of the situation. 

It pains me to know that after so many faithful years with us, we will be losing a customer who has our planet in her heart. We are definitely not happy to lose you, but we understand why this decision has been made, all that we wish for is that no matter where life's journey takes you, you keep living and inspiring people around you to live their lives as green as you do. As a parting gift and a final apology to assist you on your green journey I would like to send you a gift from us to say that we really are sorry for letting you down. I will put this together myself and have it sent out to you for delivery tomorrow.

Wishing you all the best today and for the rest of your journey. 

Green regards

Ebitishaam Hartzenberg 
Head of Customer service and Operations