Tuesday, July 30, 2013

A Bad Beautybay Experience.

Hi!

Firstly, apologies for not being around as often. As most of you know, I'm currently 7 months pregnant with twins, so my energy levels are all over the shop. I have a lot of photos and drafts, I just need to get them into some posts! Please bear with me, I really appreciate that so many of you are still reading despite the infrequent posting of late.

Now - on to the tale of Beautybay and the Deborah Lippmann polish.

I turned 30 on June 21st this year. My sister, insisting that I'm impossible to buy for, gave me some money to spend online instead. It was right in the middle of the Beautybay sale - which included Deborah Lippmann polishes for less than half price. I've never owned a Lippmann - even though I'm a huge nail polish junkie, I can't justify spending €17-€20+ for one nail polish. The most expensive one I own is a Chanel that I won in a giveaway ages ago. Can you imagine my excitement when I saw a whole range of DL polishes reduced to half price? The one I chose was Ruby Red Slippers and it was on sale for just over €10 with free delivery. I thought I'd treat myself, given that it was a special birthday and a one-off treat.

I've written about my experience with Beautybay here before on this post - on that occasion, while my delivery was delayed, I praised their customer service for keeping me up to date and making me feel valued as a customer.

Not this time.

I placed my order on June 21st, 2013. By July 9th, it still hadn't arrived. I sent a friend a tweet asking if her order had arrived yet as I knew she'd ordered from the sale too, and she said hers had arrived the previous Friday. Beautybay hopped on the tweet and after checking my order number, explained that it had been posted on June 24th, but it would be delayed due to them not being allowed to send nail polish via airmail any longer. I said this was fine, I understood, I'd ordered before and I was expecting a delay. I still had no order by July 12th - 21 days after ordering - the first time I'd ordered, it had arrived at this point. I tweeted them telling them I wasn't impressed and that they might want to put a note on the site for international customers ordering nail polish and they replied that they already do - hidden in the "further information" category on the delivery page. On that page, they state that hazardous materials may take up to 10 days longer to reach their destination. Added to the 5-7 working days that's stated as the norm for them, this makes 17 days max. Not 21.

By July 19th (Day 28), I still didn't have an order and beautybay were no longer responding to my tweets. They did, however, respond to a group conversation in which I recommended someone NOT order from the sale. I received an e-mail almost immediately from Customer Services who obviously presumed it was lost, because they sent me a lost item declaration form and would not issue any sort of refund or replacement until I had printed it, signed it, scanned it, and e-mailed it. Or faxed it. Or, I could print it out and post it back to them at my own time and expense, therefore extending the whole sorry mess by another few weeks.

That was of absolutely no use to me - I didn't have printer ink at the time, I don't have a scanner, I don't have a fax machine, and I don't have the time or energy to go traipsing around to find somewhere to print, scan or fax.

I decided I'd just suffer the loss in the end and got so annoyed with the whole lot that I left it.

Until.........Praise Jeebus! It arrived! THIRTY TWO DAYS after I ordered it.

To put that into perspective - it was coming from the UK. Which is about five hours away from my front door. In the meantime, I'd actually designed a bag on a Chinese website, had it made, and had it in my hands almost two weeks before. I'd ordered nail polish from the UK, from China, from Hong Kong, from the USA, and it had all arrived. How is it that ASOS can post nail polish from the UK with absolutely no problems, and it arrives within a week?

I replied to the Customer Services e-mail to tell them that the item had, at last, made an appearance, and that I was incredibly dissatisfied with their service and would not be ordering from them again. Their response came a few days later - in the form of a generic "we are glad your item has arrived, we hope you are happy with it, can you fill out this delivery survey for a chance to win £50 so we can improve our services?"

ARE YOU KIDDING ME?!

I'll tell you what I told them - I think the fact that something took 32 days to get from the UK to Ireland should tell you all you need to know about your delivery service, cheers. I will never, ever, EVER order from that website again.

I haven't even taken the polish out of the box - it was supposed to be a special memento and all it does is remind me of the crap service I received.

I'll stick to Asos and my trustworthy eBay sellers in future.



32 comments:

  1. 32 days from UK to Ireland? What a p-take! I've had it take 12 days for two lipbalms to be delivered from around 10miles away once, and the company (Gorgeous Shop) had the nerve to blame my postman! It wasn't his fault, it was their end x

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    1. Ridiculous, I don't know how other companies can make provisions to get around regulations and this crowd can't. It was the survey at the end that really annoyed me - like a slap in the face!

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  2. Omg, this would more than annoy me. how many days?!the fact it was a birthday treat and you placed numerous orders else where and it all came before this one!!! this is crap service. I'm gettin annoyed for you now! :-(
    Also, I had no idea you were having twin!I knew you were pregnant of course! Congratulations xx

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    1. It was so long, over a month! Really turned me off the polish and the site. Thank you for your congrats, busy time ahead! xx

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  3. Mine arrived today, after ordering on 7/7! Just glad it came so I don't have to go chasing them for a refund. It came from Sweden, strangely enough.

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    1. I think mine did too, although I was that gobsmacked to see it at all that I didn't pass much remarks on the return address! It seems they're averaging 21 days+ no matter who I ask, pity they don't put that on the site...

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  4. TWINS? OMG congrats :)
    That's a very long time to wait and its defo worse because it was a birthday treat.. Whats wrong with these people having such piss poor customer service and delivery times!! Grrr
    Thanks for the heads up, defo wont be ordering from them EVER

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    1. I know, I only found out at 27wks!! It really was crappy service and made all the worse by having to jump through hoops to get a refund if I'd wanted one. Really bad form.x

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  5. I ended up ordering from them after ye were talking about it on twitter. It's "only" been 15 days for me so far but still, I could have walked over and back and had it here in less time than that. I won't be ordering from them again. My order was a birthday polish too funnily enough. Don't let them ruin that polish on you. You deserved it and you deserve many more with the new baba's on the way xx

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    1. Ugh, it looks like it's averaging at least 21 days, by the time the stuff arrives the shine is gone off it! Thank you xx

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  6. That is horrific customer service!:O I've had issues with them before too, definitely sticking with ASOS from now on! Congratulations btw Missus!:) xxx

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    1. ASOS are much more reliable and even though their sales aren't as good, their service is a million times better. Sticking with them too! And thank you xx

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  7. oh that is so annoying! :( there is nothing worse that bad customer service!!
    (on a side note - we have the same birthday!!)
    xxx
    http://eleanorcos.blogspot.com/

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    1. It's terrible, and there's no excuse for it! Oh yay, birthday twins!! We share it with Brandon Flowers and Prince William ;-)

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  8. That's really poor service..... I can't believe it took so long! I order stuff from the UK and it takes 1 week and I'm a whole lot further away from the UK than you are....

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    1. I'd well believe you do, I have received things from Hong Kong within 4 days before!!

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  9. 32 days?!! WTF?? I absolute hate when companies start that- "oh well when it's being sent outside the UK it takes longer" except as you said, were right next door. I had a similar experience with fragrance direct and will never use them again, no matter how cheap they are. But as you say as well, it really is down to the customer service at the end of the day and it sounds like they need to sort their's out. Space NK haven't responded to any of my tweets so I'm just going to keep at them!

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    1. I'd believe it if it was applicable across the board but it's not! How can other companies get around the delay? I mean Asos & eBay stuff still comes via An Post. So did my MUA order which was nearly all polish! I HATE when they start ignoring tweets. Tweet the link to your post at them!x

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  10. Replies
    1. I know!!! Ridiculous, nothing should take that long to arrive, free delivery or not!

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  11. That is awful :( Oh...

    I follow you beautiful blog. I hope you will follow me back and I will wait for you in my blog www.gabusiek.blogspot.com

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    1. Thank you for following, your blog is fantastic, following now x

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  12. there is nothing worse than the good being taking out of something you were looking forward to. I am having a dispute with House of Fraser myself. I would have expected better from them, considering they are supposed to be a high end shopping experience.

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    1. I hope you got sorted, there really is nothing as bad as poor customer service. No excuse for it!

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  13. That is awful, and the way they treated you is disgusting. I hope you can enjoy your polish soon though.

    Good luck with the rest of your pregnancy and for the birth! x

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    1. Still haven't opened it! Thanks a million for your good wishes x

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  14. Literally never heard a good word about beauty bay. I've never ordered and I never will. Even if they walked it over it would take less time!

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    1. It would!! I was wary the first time and I gave them the benefit of the doubt but they're just taking the mickey out of people as far as I can see.

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  15. 32 days thats gone beyond ridiculous for something from UK. I have no words and I'm so sorry it has taken the good out of your birthday treat. I've had issues with them before so I just stick with asos from now on.

    Twins holy moly congratulations Lady.

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    1. Thank you for your congratulations x It is riduclous! Asos are definitely miles better, at least they keep you up to date every step of the way. They might not have a range as large as Beautybay but the peace of mind is there.

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