loveschocolate1342900975.3375464 PostsRegistered 5/11/2012Ohio......GO BUCS!!!! Wow! Great customer service there at Philosophy.....how rude! I would email customer service at QVC, maybe they can even forward that email to the qvc buyer of Philosophy products. Let's Play Ball! Go Reds!!! colliemom31342901147.21312552 PostsRegistered 9/7/2010 Post it on their Facebook page and you may get a response from someone else from Philosophy. hkgirl051342903497.807460 PostsRegistered 6/30/2011 WOW, absolutely shocking. My Mom has had problems with the strength of scents in TSVs and has since quit buying them, since she has never been on this board how could she possibly be influenced by the rumors from the QVC ladies. Does that mean they send and inferior product to the Q since there is so much complaining from the products sent there? I would say post this to their facebook page as well and if you don't have it them I am sure someone who does will be glad to post this. I would also write to the CEO's office, I doubt that lady would be in charge of those complaints. I dn't know how you kept a cool head, I would have lost it, you're a better person than me! If you get any response keep us updated please. hkgirl051342903821.45460 PostsRegistered 6/30/2011 Oh and on the Facebook front probably wait until Monday since they probably don't have anyone working their social media on the weekends. Last edited on 7/21/2012 On 7/21/2012 hkgirl05 said: Oh and on the Facebook front probably wait until Monday since they probably don't have anyone working their social media on the weekends. Last edited on 7/21/2012 But that also means they wouldn't have anyone there to delete it from their FB page. Lots of people would see it over the week-end.
How unprofessional of a "manager!" Although she said that all written concerns are routed to her, there has to be someone else you can write to. There is a poster named Beth, who had contacted Liz Garrett directly (the President of Philosophy at Coty Prestige). She received a reply from Ms. Garrett, and although there's no way to know if it was Ms. Garrett herself or if it was an assistant, it seemed to be from someone "high" up. I hope Beth sees this thread, and lets you know how to contact Ms. Garrett. I would love for a Philosophy Executive to hear what their Customer Service "manager" said about QVC customers, and also the manner in which she spoke to you. I think a QVC Executive should know about this, too. QVC's Senior Vice President of Customer Service is Dan McDermott. Also, you should try posting something on Cristina's FB. I think she would be appalled to hear what this "manager" is saying about QVC customers, and also how this person is representing the Philosophy Brand. Cristina obviously still has some sort of ties with Philosophy/Coty, even though she isn't "officially" still a part of Philosophy. In case you hadn't seen Beth's thread on the letter from Liz Garrett, here it is: http://community.qvc.com/forums/philosophy/topic/280354/response-from-liz-garret-president-of-philosophy.aspx Sorry you had such an unpleasant experience, but I want to thank you for sharing this with us. I hope others give you ideas on how to go forward with this. mmk131342904826.155 PostsRegistered 6/15/2012 Its truly disgusting how they conducted themselves & i would (since its already written & awesome job btw) post this everywhere you possibly can. What you wrote above (all of it) is neutral. Not once do you show yourself in a negative or bias way. I think its horrific that they made that comment to you about a company who is probably one of their biggest sellers of their products. I would find out the actual Philosophy business building address, not website of philosophy (in Arizona?). Copy the above & send it to every department head they have phone numbers listed for in their company. (im old school but FB could work too)
IE: Philosophy
Advertising & Marketing Dept.
ATTN: Section/Department Head Philosophy
Sales & Distribution
ATTN: Section/Department Head etc If you dont get a complete & total apology, i will be surprised. Regardless what business tactics to make more money by watering down or changing formulas, Christina is an inteligent business woman. Those who work in the actual business building would know THAT kind of publicity could destroy a company & the risks of THAT outweigh anything else. PS: Good for you. Most of us have had bad experiences with customer service people at some time or another, few of us do something about it. Thank you for posting this, ill be passing it on. The Q has a right to know, but you must understand, to them its hearsay. Yes its something that truly happened & why would anyone make that kind of thing up, but its a single person over a phone that made a comment that there is no actual proof of. I would go straight to the source who would be actually the ones to deal with such poor behavior, Philosophy themselves. (actually id be posting & sending this to BOTH companies. Q & Philosophy.) Last edited on 7/21/2012 Last edited on 7/21/2012 hkgirl051342904867.24460 PostsRegistered 6/30/2011 On 7/21/2012 Islandgirl7032 said: On 7/21/2012 hkgirl05 said: Oh and on the Facebook front probably wait until Monday since they probably don't have anyone working their social media on the weekends. Last edited on 7/21/2012 But that also means they wouldn't have anyone there to delete it from their FB page. Lots of people would see it over the week-end. Too true. Heck do it both times and keep spamming them (if they delete it or are unresponsive) until some answers are given. Last edited on 7/21/2012 p.s. Dan McDermott may not be the best person from QVC for you to contact - probably a VP in Vendor Relations (or whatever the title is) would be best, but I'm just not sure who that would be. I am practically speechless by this info and I am not easily rendered speechless.... The "QVC customer" is the customer that built this brand to the popularity and success it became. Without the "QVC customer" and the vast reach of QVC into Lord knows how many millions of homes and the buying power of that reach, there is no way this brand would be as known and in as many retail places that it is in now. What an absolute insult this is to the QVC customers and philosophy users! This CS person is obviously not very bright and far from professional. I think Cristina would be mortified by that comment and subsequent behavior. I just don't know what to think right now, I am troubled with this info.............. Pink upsidedown1342908256.068311 PostsRegistered 7/14/2008Texas the best way to voice your displeasure with Philosophy quality/products is to simply stop buying them; that will send the message much faster and more clearly than any comments made here so many continue to buy Philosophy products only to turn around and bash them in the forums; I find them too expensive to waste money on if not satisfied. For years, I bought an AG gift set for my daughter; she asked for it each year as a Christmas gift; she has already told me she wants no more AG.....so I think that says it all; I won't be buying. SuziQ21342909326.5472321 PostsRegistered 9/18/2008 I bought three Amazing Grace $30 sets from Philosophy. Gave one to my daughter, one to my SIL and kept the last one. They are not good....the fragrance is bad. The perfume smells "off" but I didn't try them soon enough to know they were this way, until the 30 days for return had past. I still have the one left that I kept but I only sprayed the perfume once. What a waste! Their items used to be so nice...so if there is an issue, it isn't with the QVC gals...it is with the bad product that has been changed and isn't as good anymore. They brought it upon themselves. I learned the hard way......and now will only buy the 3 in 1's and no other products. Chocolate; It's not just for breakfast anymore. Leaulita1342911869.583372 PostsRegistered 4/10/2011 That is disgusting service, and what rumour are the QVC forum ladies supposed to have started? It's a fact the formula's and stregths have changed over the years- in fragrance perfumers are often having to reformulate according to IFRA restricted and banned ingredients. And companies are always tweaking formulas of products because they find cheaper ways to make a product to maximise profit. Its not rumour when its fact. Thats customer rep was beyond rude to say all complaints go to her anyway- what a horrible person to have in that role representing their company. If they want the QVC ladies to spread their bad experiences, then they are going the right way about it. Im not a QVC customer but I am a Philosophy customer and part of this wonderful community, and to chastise our community like this makes me feel very disappointed. We provide valuable feedback for the brand and instead of getting uppity about it, they should be using it and improving the brand! All these people here with a common voice cant be wrong. Ladies, I say raise your voices and keep being honest with our positive and negative feedback and experiences. Just goes to show how powerful our voices are when we can get Philosophy reps like this trying to go into damage control (albeit a poor attempt at it). squeezebox1342913181.6475023 PostsRegistered 2/17/2008Land of oz! Definitely post this on their FB page and take it to the big dog of philosopy. The witch should be fired. Wow is all I can mutter. A word to the wise ain't necessary - it's the stupid ones that need the advice.
I am appalled. I hope Coty wakes up before it is too late. And if they do they will owe that to QVC CUSTOMERS as well!  NYC Susan1342914335.5532774 PostsRegistered 1/28/2007New York City and East Hampton, NY On 7/21/2012 upsidedown said: the best way to voice your displeasure with Philosophy quality/products is to simply stop buying them; that will send the message much faster and more clearly than any comments made here so many continue to buy Philosophy products only to turn around and bash them in the forums; I find them too expensive to waste money on if not satisfied. For years, I bought an AG gift set for my daughter; she asked for it each year as a Christmas gift; she has already told me she wants no more AG.....so I think that says it all; I won't be buying. I think a more aggressive approach is called for. They should know why people have stopped buying. They'll pay attention or they won't - That's up to them if they want to stay in business. And we do a kindness to other customers when we share our experiences. Simply not buying anymore isn't sufficient, IMO. I called Philosophy about Pure Grace awhile ago because the scent was barely detectable and disappeared literally within minutes. I was told, "It's meant to be light, so it's not supposed to last." I tried to explain that those are two very different things, but the rep was insistent and talked down to me. She did say that they had received a lot of other complaints about it, "But you people just don't understand that it's not meant to last." That was the day I gave up on Pure Grace. Talk about throwing money away! They have clearly made changes and there's a reason so many people are unhappy. It's foolish of them not to take a good look at themselves rather than blaming customers. If products are good, people will know. And if they're cr*p, people will tell each other. I used to love Philosophy, but no more.  Last edited on 7/21/2012 Mona Dahl1342914370.182157 PostsRegistered 3/29/2007 On 7/21/2012 pinksilhouette said: I am practically speechless by this info and I am not easily rendered speechless.... The "QVC customer" is the customer that built this brand to the popularity and success it became. Without the "QVC customer" and the vast reach of QVC into Lord knows how many millions of homes and the buying power of that reach, there is no way this brand would be as known and in as many retail places that it is in now. What an absolute insult this is to the QVC customers and philosophy users! This CS person is obviously not very bright and far from professional. I think Cristina would be mortified by that comment and subsequent behavior. I just don't know what to think right now, I am troubled with this info.............. Pink I completely agree. Vintage Chick, I think you should try contacting Dara through her Facebook page. She is Philosophy's main liaison with QVC, after all. Tell her exactly what you told us, and tell her that you are hurt and insulted that Philosophy has such disdain for its QVC customers. If it gets taken down, post it again! And if it gets taken down again, repeat! The squeaky wheel gets the grease. Do you remember the CS woman's name? They'll probably be able to figure it out from the info you give, but something tells me they wouldn't risk firing or demoting someone on the basis of speculation. If you could provide her name (either her first name or her full name), that would really help. DEFINITELY provide the time and date you called. Document as much as you can remember. This is really inexcusable and Philosophy should watch out. They have loyal Philosophy/QVC customers on the line. Risk more than others think is safe,
Care more than others think is wise,
Dream more than others think is practical,
Expect more than others think is possible. Feldspar1342915377.127484 PostsRegistered 5/11/2010AZ Did this call center "manager" happen to mention any details of this supposed "rumor"? Did you say something about ingredients changes, and the rep. said that was a just a rumor on QVC forums? (Or something like that?) I don't know about rumors, but I've seen a lot of wise commentary that's forseen Philosophy's plight for almost two years. They're probably instructed to ignore QVC complaints. Maybe the rep. thought the products were purchased at QVC? "That's when she asked me if I was a QVC customer. I told her yes." If she thought you purchased from QVC, that may be why she said Philosophy isn't responsible for the shipping costs on returns. In that case, QVC is the retailer, (which is probably why the rep. asked if you were a QVC customer.) She was obviously trying to pawn off the problem, because it's so much easier that way. A call center rep doesn't have a personal interest in customers. CS reps read their scripts, collect their menial paychecks, and go home. A customer service call center is unlikely to be equipped to handle any decision-making regarding shipping, complaints, etc. You could try Coty. They are preparing for their legendary IPO, and Philosophy Cosmetics isn't much more than a s6mall blot of ink on their financial portfolio, at this point. There are a lot of job openings at Philosophy/Biotech Labs in Phoenix, which likely means there's been a lot of turnover. An international conglomerate like Coty, as a whole, probably can't even recall the basics of customer service. When something doesn't work, they just throw money at something else to increase their profit margins. When a company gets sucked into a monopoly, we can kiss it goodbye. COTY INC. CORPORATE PUBLIC RELATIONS Cysette Burset Main Telephone: 212 479 4549 Main Fax: 212 479 4354 http://www.coty.com/contact Last edited on 7/21/2012 betteb1342915938.8511592 PostsRegistered 1/1/2008The Land of Oz On 7/21/2012 colliemom 3 said: Post it on their Facebook page and you may get a response from someone else from Philosophy. Yes do this, put it out there for the whole world to see. ETA Vintage Chick I am hopping mad about this, so you must be absolutely livid Last edited on 7/21/2012 "In what you say of another, apply the test of kindness, necessity and truth, and let nothing pass your lips without a 2/3 majority."
"In the end, it's not the years in your life, it's the life in your years" Abe Lincoln wdeerest1342917466.007981 PostsRegistered 10/6/2004 Vintage Chick: How sad it is that a Customer Service Manager would conduct herself in this manner with regard to your very justified complaint and request. Perhaps Philosophy should "rewind the tape" and be reminded that it is the QVC Customer that put Philosophy on the map!! I would do whatever it takes to make sure you get resolution to this matter. The CS Manager that you spoke with should not be in Customer Service, let alone Management. She doesn't have a clue to what Customer Service means. Mona Dahl1342917547.4232157 PostsRegistered 3/29/2007 On 7/21/2012 Feldspar said: Did this call center "manager" happen to mention any details of this supposed "rumor"? Did you say something about ingredients changes, and the rep. said that was a just a rumor on QVC forums? (Or something like that?) I don't know about rumors, but I've seen a lot of wise commentary that's forseen Philosophy's plight for almost two years. They're probably instructed to ignore QVC complaints. Maybe the rep. thought the products were purchased at QVC? "That's when she asked me if I was a QVC customer. I told her yes." If she thought you purchased from QVC, that may be why she said Philosophy isn't responsible for the shipping costs on returns. In that case, QVC is the retailer, (which is probably why the rep. asked if you were a QVC customer.) She was obviously trying to pawn off the problem, because it's so much easier that way. A call center rep doesn't have a personal interest in customers. CS reps read their scripts, collect their menial paychecks, and go home. A customer service call center is unlikely to be equipped to handle any decision-making regarding shipping, complaints, etc. You could try Coty. They are preparing for their legendary IPO, and Philosophy Cosmetics isn't much more than a s6mall blot of ink on their financial portfolio, at this point. There are a lot of job openings at Philosophy/Biotech Labs in Phoenix, which likely means there's been a lot of turnover. An international conglomerate like Coty, as a whole, probably can't even recall the basics of customer service. When something doesn't work, they just throw money at something else to increase their profit margins. When a company gets sucked into a monopoly, we can kiss it goodbye. COTY INC. CORPORATE PUBLIC RELATIONS Cysette Burset Main Telephone: 212 479 4549 Main Fax: 212 479 4354 http://www.coty.com/contact Sometimes this forum can be quite frustrating. Half the people here are complaining because they think Philosophy should be using their personally preferred ingredients, and then other people complain about ingredients changes! If the formulas stay the same, some people might not like the formulations, and if they change the formulations, of course, the product isn't the same. It can't be. It's not the same. The credibility of any possible useful suggestions or criticism from this forum has become diminished by this circular cycle of complaints. At some point, Coty probably started ignoring this forum and decided to concentrate on Sephora, Ulta, Nordstrom, etc. where reviews are generally positive, and don't continually repeat "change the formulas, the formulas have changed." This is a really good question, Feldspar. Although, if she had bought the products from QVC, Philosophy.com probably wouldn't be refunding anything; they'd just tell her to go to QVC for the refund. I know Mari, Dara Lynn etc. read the Philosophy boards, at least around showtime, but not sure if any of the higher-ups do. You're right that they probably don't care that much what we think anymore. Well, if they're ignoring us, they do so at their peril. I think that 6-8 years from now, Philosophy is going to be significantly less popular--probably something like Dalton or another Q-only brand--unless some major turnaround happens soon. Risk more than others think is safe,
Care more than others think is wise,
Dream more than others think is practical,
Expect more than others think is possible. The OP mentioned she had purchased Razor Sharp through the Philosophy site (not QVC), and asked for her return shipping to be refunded through the Philosophy site. The Philosophy Call Center isn't out-sourced, and they are fully able to make decisions on crediting return shipping (I've read detailed posts where on occasion return shipping has been refunded), sending out replacement items at no charge to the customer for damaged products, sending out replacement orders that haven't been received, etc. Those examples are decisions Philosophy's Customer Service Reps are able to make, and since the OP spoke to the Customer Service Manager, the "Manager" definitely is able to make those types of decisions. Sounds like the "Manager" decided to take her attitude towards QVC customers out on the OP. What any Rep or Manager at Philosophy thinks about QVC forums should be irrelevant, in regards to maintaining professionalism when talking to a customer. (edited typo) Last edited on 7/21/2012 bugbug31342917892.19783 PostsRegistered 5/11/2012 Wow, I am appalled. I have been a Philosphy cutomer for years, and I know the products have changed. I also just recevied a 2 year old bottle of BG body spritz in the last TSV. And yet I still shop with them. I have an original bottle of AG, one of the ones where the fragrance actually lasts. Yeah, I'm rambling a little, but what can you say to something like this? I spend so much money on their products, and that's how they feel? I love my Fresh Cream, but there are lot's of other companies out there who would like my money, and they make good stuff, some even better stuff, too. I guess if Philosophy doesn't like our comments, then they don't need my credit card number anymore. I'm done. bikerbabe1342917967.814759 PostsRegistered 4/10/2007 On 7/21/2012 Mona Dahl said: I think that 6-8 years from now, Philosophy is going to be significantly less popular--probably something like Dalton or another Q-only brand--unless some major turnaround happens soon.
I didn't say anything earlier but the last time I was in my Nordstrom (last week) the Philosophy counter had been totally re-arranged into a space half the size. Downright small. That's always a reflection of sales.
waterdragon1342918187.0371400 PostsRegistered 9/23/2006west coast Christina has a FB page; https://www.facebook.com/cristinacarlino silver threads in shiny medium brown hair, sitting softly on my shoulder with a lovely long wave - WEN diva - 613; WVM; FGP; POM
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