Beauty

[Mistreatedbycs]

I used to buy a lot of Philosophy, they lost me with their online sales, there's more "bad" to them than "good".

Product sold out to find it available after the sale, they had that many people cancel their orders...I think not.

I think they may just liquidate an old "lot" of product or just lighten up their inventory by offering a sale on a certain percentage of product and not everything they have available.

.....and companies think we don't know

[wvumountiefan]

Graycat: I ordered from them online with 2 promo codes and when I checked out it gave me both discounts. Maybe mine was a fluke and will never happen again but the next time they tell you that they only accept one you can tell them they are lying!!! Idk what's going on with these big companies and their CS workers but it's getting bad everywhere. I hate that you had trouble.

[NYC Susan]

On 6/25/2014 wvumountiefan said: Graycat: I ordered from them online with 2 promo codes and when I checked out it gave me both discounts. Maybe mine was a fluke and will never happen again but the next time they tell you that they only accept one you can tell them they are lying!!! Idk what's going on with these big companies and their CS workers but it's getting bad everywhere. I hate that you had trouble.

I definitely agree that there's been a decline in CS, but I don't think it's happening everywhere. And I think what the result is going to be is that companies who don't understand the value of good customer service are going to be left in the dust.

I no longer do business with any company that has poor customer service. Fortunately, I still have a lot of companies to choose from who do offer excellent customer service, and those are the ones who get my business. I don't have the time or patience to deal with any extra problems in my life, so I choose to order from companies who value their customers.

[I like celery]

On 6/25/2014 NYC Susan said:

On 6/25/2014 graycatsrule said:

NYC SUSAN you captured what I was feeling - the rep made me feel stupid... any idiot... that's why I canceled my order. I could have lived with one promo code, but the interaction made me feel stupid for asking why two codes appeared to work, but didn't. All the rep had to say is our policy is xyz, can I change the promo code for you. The system gave me the less value one.

I find it shocking that a company like Philosophy wouldn't train their reps better, or at least insist on a shred of civility. I was polite and respectful, and was just asking a simple question, which is the same thing you did. It was amazing how she spoke down to me and was so dismissive. Really terrible for business, but apparently they don't care.

In my case - and I would guess in yours too - it wasn't so much what she said, but the way she said it. Huge attitude, as though I was beneath her, wasting her time, and not worthy of being "a Philosophy girl." So now I'm not!

(And seriously - a light fragrance is only supposed to last a few minutes? That is exactly what she told me. In an extremely annoyed tone of voice since apparently there were other things she would rather have been doing.)

There were a couple of times last year when I had to call Philosophy's CS about something (I can't remember why), and the reps who answered my calls were less service-oriented than other reps I had previously had. One rep was similar in attitude to how you both have described. I'm sure there are "good" reps along with a few "bad" reps, but I don't seem to remember any "bad" reps in the early Philosophy days. Sorry to say that, but that's been my experience. I hope reading these comments might help Philosophy to take a look to see if CS is possibly waning (and most companies do have someone read large community forums such as QVC's).

[mombert]

Just had a problem with the website as well.  Had promo code for10% off outlet products.  Placed items in my cart, the code did not work.  However, in the past when this has happened, I've placed the order, and customer service adjusted the total for me.  The customer service line was not working yesterday, so there was no one to talk to, no way to cancel. So I sent an email.  Got a reply today that there was nothing they can do! Called them (the customer service line is working today), and the rep stated there was still nothing she can do once the order has been placed.She couldn't cancel my order either. I am so pissed! Philsophy customer service was never like this.  I will definitely think twice before ordering from them again!!  Thanks for letting me vent

[Rachb]

Strange. I had a similar issue last week where I didn't realize the code hadn't been applied properly. I called Phil's CS. It's true, they couldn't do anything to the existing order but they issued a credit to my credit card for the difference.

[Mysticmom]

The exact same thing happened to me last year. I ordered an IG set and it had absolutely no scent to it! I also had to return it on ky own dime, so I will never buy from Philosophy again. Very, very bad customer service 😡

[FlyersGirl]

I imagine there are going to be some differences now from what we have experienced in the past since their move from AZ to NJ. (I've had good experiences with AZ). Different staff/different rules (maybe Coty rules instead of the way philosophy used to handle problems). Just sayin.

Cindy

From the philosophy website: 

1. we’re moving our customer service center to Morris Plains, New Jersey

we believe in the beauty of lasting relationships. we are moving our customer service center from Arizona to a fantastic facility in New Jersey to ensure a better customer experience. our team of beauty confidants will help you with any product or order question and will engage as needed and preferred. our customer is at the heart of everything that we do and we want to honor you in the best way possible. our customer service team will be right next to our scientists so that they have instant access to the best minds in the industry!

what that means to you...
there will be a new customer service address:
500 The American Road, Morris Plains, NJ 07950

new email address which is:
philosophycares@cotyinc.com

our new customer service hours will be:
9 a.m.-8 p.m. est monday-friday

if you have any questions, don't hesitate to contact us. however, some of your queries may be addressed below in our faq.