I tried to access the Laura Geller website during the New Year's 50% off sale. I have ordered from the website before; I have an account through the website, and I get emails all the time.
On Sunday, the pages would not load properly; I had to manually stop them every time. It was very frustrating....very slow...very time-consuming, so I decided to wait until Monday. (It did this repeatedly even after I would log out and log back in.) Monday evening, I logged on again...the pages still would not load properly. Again, I had to manually stop the page everytime I looked at a product or went anywhere on the website. The pages were in constant "loading" mode. Anyway, after MUCH time, I was finally able to put together my order, but when I submitted it, I received an error/invalid message. I tried to call CS, but they are not available after 6 pm. I was leery of resubmitting my order because of it stating on the page to only hit submit ONCE to avoid duplicate orders.
I called this morning and talked with one of the makeup artists at the studio to see if they could help me and check and see if an order had gone through. I had also been able to print out what was in my cart so I had everything including the prices in front of me. She told me she was sorry, but there was no order from me, but there was nothing she could do. She said that there was probably 100,000 other people trying to place orders so it must have been a glitch. She said they have no control over the website, and once the sale is over, it is over. I asked for some email or phone number so I could contact Laura Geller's office directly. I explained that I had been a customer, ordering from her website and QVC. I have also bought from Ulta. She said there was nothing she could do for me...they were separate from the website. I said that was very poor customer service. She said she'd transfer me to CS manager.
The national customer service manager came on after a few minutes and spoke with me. She said that it must have been an isolated incident, but that they have nothing to do with overseeing the website; they are in the studio. She again said there was nothing they would do to honor what I had tried to order and that they would not give out any information to contact Laura Geller's office directly. She said, "Once the sale is over, it's over. We don't control the website." I asked to speak with someone who does control the website and she gave me nothing. She told me that she was the national CS manager, and they don't give any other information to anyone. She said she might could contact corporate to see if they would give me a small discount, but they would not honor the 50% off sale advertised....even if it was a website problem.
I finally told her that Laura Geller comes across on television as a very nice person; I was surprised that customer service was no more helpful than they were. I also said that they probably just lost a customer.
I've been using LG's products for quite some time, and the Balance and Brighten is one of my all-time favorite products, but this has put a bad taste in my mouth. I can't even believe they wouldn't give me a corporate phone number to contact her office. I'm going to look online to see what I can find!
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