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Loraine P

1 reviews | Active since Dec 2021

16 Dec 2021, 15:31

Worst customer service ever

I bought a brush from them and when i opened it up and slightly touched the brissels it came out with no effort as if it was not fastened properly i had my sister with me and we were shocked. I took photos of it as the brissels where still sticking together like a new brush does. I contacted them to return the brush in order to exchange it or refund me but sad to say its has been one huge issue after the other just to receive this email after my online account was credited forcing me to purchase from them after i said i don't want to because now one gets forced to pay for shipping again. I was treated like ****. See email: Quick IQ test - you paid R150 - you get ???? that's right R150.00 - Although you clearly damaged the product we will refund the amount you paid for the product. Please forward your bank account details for the refund. Now i wonder what type of people work there that has no respect or etiquette and feel they have the right to treat paying customers like that. Even after explaining my situation of which i never do as my personal problems are my own i still got treated poorly its no wonder the world is the way it is thanks to such people. I mentioned a name in precious review just to get threatened if i don't remove it. Needless to say i hope they are happy with it all.

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Replies (1)
Maskscara South Africa
Maskscara South Africa's reply16 Dec 2021, 20:55
Official
 Dear Loraine 

We view all customer complaints and all negative comments in a serious light. We have taken the time to look into your complaint and comments. 

Your first post which you have now removed and replaced with this new one, accused our manager in Gauteng of having the worst attitude. You further told our head educator that you “refuse to deal with such a disrespectful B…. person”. 

We have spoken with our manager and she informed us that she contacted you and asked why you were insulting her personally as she treated your complaint in a professional manner.  Our manager informed us that you acknowledged that “you have not been the nicest person and apologized.” After which you removed your original post and subsequently posted this new post. 

Regarding the email you received from our support staff member, your first email to them was in fact extremely rude and attacking. You said “I am not stupid” and that you wanted a full refund of R250 for a product you bought on sale at R150. Whilst we agree with you that our support staff member should have addressed the correspondence in a more professional manner, we do feel it necessary to mention that your general tone was attacking and unacceptable, hence our support person taking to such drastic measures. We have addressed this with our support department. 

Your refund of R150 has been authorised and should reflect in your account by tomorrow as today is a public holiday. We sincerely hope that this communication will be the end of your posts and your husbands harassing phone calls to our manager.