I was short on cosmetics while I was in town, and thought I'd support my SF based company. Big mistake.
Let me first start by saying the issue was eventually resolved, but my 1-star rating reflects the painful path to resolution involving 3 visits to the store, an email to the website, two phone calls -- one to Paris customer service and another to SF costumer service.
I had to return a couple unused cosmetics I bought there two days ago. The saleswoman tells me they can only do exchanges or store credit. I explained the was nothing else I needed, and store credit (which can only be used in that location within 3 months) is useless to me since I'm only visiting Paris. She tells me her credit card charge machine can only charge but cannot process a refund. She tells me, "Sorry, there's nothing I can do, go on the website and email customer service, who usually responds pretty quickly." I asked if she can call (since sometimes the parent company is more responsive to their own employee helping a live costumer), and she said no. I alao asked if I can speak to her manager, and she didn't seem to understand.
I stepped outside to get some air. I decided to return for the store credit since I may be able to gift it to a local co-worker or friend.
Fine, so I went home and emailed the website's contact form. There was a phone number so I also called. The French customer service rep says, "Sorry I can't help you. I can only are online orders. If you bought your items in the store, you need to go are it in the store." I explained that I already tried, and they told me to contact the website. The French phone rep reiterated her message. I asked, "So the store wouldn't take responsibility, and tells me to contact the website. The website wouldn't take responsibility and tells me to go to the store. If your customer had an issue with the store, what's the escalation path? Who's responsible that the store is providing the proper service?" The phone rep has no answer. Great to send your customer chasing a pointless loop.
I then called the SF customer service, where the rep tells me again that, she can only are online orders, and that in-store purchase needs to be addressed in-store. Additionally, she tells me that the store should be able to issue a refund.
At this time, I decided to return to the store for the third time this evening, and noticed the saleswoman shortchanged me on the store credit, giving me €50 instead of the €55. Fine, let me add this to the list of of things to address.
I went back to the store. Told them about the above-mentioned process I went through and the responses I received. This time, the saleswoman was able to whip out her paper phone directory, made two phone calls, and processed my refund.
Lesson learned: do not assume Benefit Cosmetics has the same customer service commitment globally.
Tip: if you're from the U.S., buy these products at home. The same product is much more expensive in Paris. read more
