Gigi
Front line customer service need training
Their glossy website belies their total lack of customer service & it makes no sense. I was a brand new customer, placed an order for two items with one on backorder. So one item was mailed separately & took about ten days to get to me, which was understandable given the wildfires in that part of the country. But when my package was finally delivered it was busted open & except for a sample it was empty. So I go online looking for a customer service number - nowhere to be found. It makes absolutely no sense that a company with such overpriced items has no way for customers to reach out with delivery issues or complaints. Not even a chat in lieu a phone number to get immediate help about this. That only added to my aggravation & twelve hours later I got a reply - they sent me a replacement item, which if they had any customer service orientation they would've sent me free of charge along with a partial or full credit for the amount paid. Now we're only talking about a bottle of cleanser worth $19, to keep a customer they should've been more willing to make me happy. All that did was make me write back requesting a full refund, now I think I'm done. Except I get another email telling me to refuse the cleanser - that was sent to me without a credit & of their own volition - & ship it back. I had to laugh - said in this era of lockdown I most certainly won't make a special trip to return something I didn't ask for & can't even refuse because no signature is required. Soko Glam is the most petty business I've ever dealt with. Better to keep a customer happy to continue getting business than be petty and lose one. Absolutely don't recommend dealing with them at all. UPDATE: A higher up emailed me apologizing & assuring me that the re-sent cleanser is a courtesy. Very much appreciated & hoping that the front line customer service reps receive better training on how to deescalate/efficiently rectify common issues with orders. They still need to get a phone # though.