Super Customer Service from FeelUnique

I like ordering from FeelUnique because they have such a wide variety of brands for all types of cosmetics, hair and nail care.  Expensive to inexpensive, they’ve got a very wide variety, and pretty much all of my favourite brands.  Plus, they do free delivery worldwide!  I love free delivery and like it even more when they don’t take forever to send things out just because it is free.  Not to mention, they also send out free samples, that you get to choose, with all orders.

FeelUnique was great when my parcel was protected by more sunscreen than was left in the container
FeelUnique was great when my parcel was protected by more sunscreen than was left in the container

I’ve been ordering from them for a couple of years now and haven’t had any type of delivery issues, so I hadn’t ever had a reason to really turn to their customer support team.  Unfortunately, there was a bit of a problem with my most recent delivery and I had to turn to them for help.  I had ordered three things and one of them didn’t arrive in good shape.  The bareMinerals SPF30 Natural Sunscreen, which is a powder and comes in a brush dispenser – the powder goes in one end and the other end is a brush that you use to apply it – that I ordered was seriously not as it should be when it arrived.  Unfortunately, the bottom of the powder container wasn’t on properly and that meant that powder had been shaking out of the container for who knows how long, but definitely all during delivery.  The powder was in the product box, on the outside of the product box, and then all over the inside of the shipping box and everything else too.  It was a bit of a powdery mess.  Truly, when I opened the box I knew something was wrong right away because there was a little puff of powder when I set the box down.

After I determined that the sunscreen was the culprit and that it was down to it not being properly closed, I wondered what I should do with it.  So, I went to the FeelUnique site and filled out their email form to contact Customer Service.  It’s an easy form to fill out and only took about a minute.  I figured that they would tell me to pack it back up and mail it back to them and then they would send me a new one.  Which would have annoyed me because that would have taken more time than I wanted and involved far more hassle too.  But I was amazed when they responded within MINUTES!  Yes, just a few minutes, not hours or even days, like a lot of online retailers.  Honestly, I think they responded within ten minutes, and that is amazingly good and responsive customer service.  It’s like a customer service dream really.

But then Esther from FeelUnique wrote the magic words that every customer with a problem wants to hear:  I’ve sent out a replacement.  Just like that, they sent me a new one and didn’t demand that I send the messed up one back first or fill out some form in triplicate.  Or buy a new one and send the messed up one back. I’ve had that happen to me before too and thought it was kind of lame of the company because they had twice the amount for the product while I was sending one back that was messed up and hoping it would be handled correctly and they would give me a refund, which they eventually did but it took a whole month.  Nope, none of that messing about was necessary, it was handled smoothly and with the least inconvenience to me.  They didn’t require that I do much of anything except await the arrival of the replacement.

That’s how all customer service should be, in my opinion.  I’m not a person who is continually having problems with my orders and stuff, but when I do have an issue come up, I would like it handled quickly and not be a colossal inconvenience or expense for me.  I don’t really think that is asking that much.  In any case, FeelUnique rocks!  And that’s just one of the reasons why I love shopping there.

By the way, I’ll be doing my review of the bareMinerals SPF30 Natural Sunscreen later this week, along with some of the other stuff I got in my order.

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