Beauty

[crush]

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!

[suzyQ3]

crush, I and many others also noticed the site's problems, mostly with regard to getting that annoying "script" message each time you go to a different page. I was able to place my orders successfully, though.

I don't blame you for being frustrated. Given the wonky site, I anticipated having problems as you did. And I even thought about what I would do in that case because I am aware that there really is no contact information for online ordering, just for the studio -- and they have not, in my experience, ever been particularly helpful anyway.

Just so you know what a company SHOULD do for good customer relations, I wanted to take advantage of a 30 percent discount on lovelyskin.com a few days ago, but I procrastinated. The next day when I finally did go to place my order, the discount had ended.

I called CS, and without even batting any eye, they said that of course they would honor it for me. They told me to go ahead and place the order and then call them back and they would adjust the price.

On top of that, they always ship free with no minimum required. They ship out the next business day. And it's 2-day Priority.

That's good customer service. So I totally empathize with you. I'm sorry that you had such a bad experience.

[makeup addict]

I don't do Facebook, but you may want to check or post something on her FB page. I know when Sephoras site went down during a big sale, they extended the sale by one day due to tech issues of the site. Good luck! By the way, it's freezing in NC! Got down to 7 where I live.

[crush]

On 1/7/2014 makeup addict said: I don't do Facebook, but you may want to check or post something on her FB page. I know when Sephoras site went down during a big sale, they extended the sale by one day due to tech issues of the site. Good luck! By the way, it's freezing in NC! Got down to 7 where I live.

It got down to 9 nearby; when I got up it was 13 with a wind chill of 0!!!

[crush]

On 1/7/2014 suzyQ3 said:

crush, I and many others also noticed the site's problems, mostly with regard to getting that annoying "script" message each time you go to a different page. I was able to place my orders successfully, though.

I don't blame you for being frustrated. Given the wonky site, I anticipated having problems as you did. And I even thought about what I would do in that case because I am aware that there really is no contact information for online ordering, just for the studio -- and they have not, in my experience, ever been particularly helpful anyway.

Just so you know what a company SHOULD do for good customer relations, I wanted to take advantage of a 30 percent discount on lovelyskin.com a few days ago, but I procrastinated. The next day when I finally did go to place my order, the discount had ended.

I called CS, and without even batting any eye, they said that of course they would honor it for me. They told me to go ahead and place the order and then call them back and they would adjust the price.

On top of that, they always ship free with no minimum required. They ship out the next business day. And it's 2-day Priority.

That's good customer service. So I totally empathize with you. I'm sorry that you had such a bad experience.

When you do find good customer service, you remember it, don't you?!! I've had pleasant experiences with other companies; I was very surprised with this experience. The first girl I spoke with even sounded as if I was "bothering" her for even calling. I just thought maybe she was having a bad day, but now I wonder!

[ForTheLuv]

Some places are BAD about that. That happened recently with Philosophy's great gift when I tried to order it, it let me and then I didn't get it. When I called they said too bad, basically. That was the supervisor. He was a mess. I was missing an item and the gift, and had to call FOUR times. They kept saying they would send it and never did. When I finally spoke to a supervisor, he offered NOTHING but the missing item, even though I did not get my items that were Christmas presents to boot and it took a MONTH to finally get the items.

L'occitane is another bad one. They will have flash sales and not send out the email until the sale is over and not honor it if you call.

[depglass]

I remember a few years ago there was an issue with QVC offering free items with certain purchases. The LG promotion got goofed up and they ran out of free stuff. The Laura Geller company itself made this right, I remember getting a full size lip gloss in the mail from them, a much better premium than I was originally entitled to. I hope they make this right for you and others.

[crush]

On 1/7/2014 ForTheLuv said:

Some places are BAD about that. That happened recently with Philosophy's great gift when I tried to order it, it let me and then I didn't get it. When I called they said too bad, basically. That was the supervisor. He was a mess. I was missing an item and the gift, and had to call FOUR times. They kept saying they would send it and never did. When I finally spoke to a supervisor, he offered NOTHING but the missing item, even though I did not get my items that were Christmas presents to boot and it took a MONTH to finally get the items.

L'occitane is another bad one. They will have flash sales and not send out the email until the sale is over and not honor it if you call.

You are so right!! I had a problem with Philosophy a few years; I did not get my correct order; I also had to call about 4-5 times to finally get what I had ordered. I had also been charged incorrectly; it was a mess! I think I finally got my correct order 2-3 weeks later. I have NOT ordered from them since.

I also have a problem with L'occitane's emails!! Sometimes when I try to call them, I can't even get a timely answer...kept on phone waiting!!

[makeup addict]

Crush, my parents had no power for five hours last night. I thin it was 13 when it went out. They said Mt. Mitchell would have a wind chill of -30 last night. I hate our hot and muggy summers, but this cold and freezing wind is worse! I went to CVS and the pharmacy workers had on jackets and gloves because the drive thru window was freezing the workers!

[Cardamom]

I would definitely go to Laura's FB page where all can read it! She personally answers people, or at least someone by her name does. Sorry that happened to you. I had the same problem with my ipad, then my phone so I had to go to my main computer. What is one more order at 50% off?