XoBeauty Customer Service - Your experience?

Hi guys,

I'm having a bit of a nightmare with XO Beauty customer service at the moment. Basically I want to know if this is typical (i.e. should I be pushing for a result) or am I just having some bad luck (give it a rest and wait it out)?

I also want to add that in the past my experience has been quick and painless.

I'll try and keep this breif... I placed & paid for an order 2nd March.

My tracking link didn't work (actually took me to a US website) and my package hasn;t shown up a week later.

On 10th March I emailed and customer services, they replied straight away saying they would follow up with NZ post. I got a follow up email saying the request had been sent to NZ Post and they were waiting on a reply.

A few days later and I followed up for an update. Nothing. Over the following week I tried desparately to get an update. I tweeted them. Nothing. I Facebooked them. Nothing. XO Beauty online chat. Offiline!

On 17th March I emailed again explaining my frustration. I finally got a reply saying they would follow up with NZ Post. They had specifically told me this had been done a week ago, so I was pretty annoyed by that.

I got another email on the same day saying my parcel had been declared lost and that they would ship me a new one.

I haven't heard anything since. I know it's only been 3 working days but I placed my order 3 weeks ago, and I still don't have any working tracking number or anything.

All my emails came from the same woman, so I'm wondering if it is one woman swamped in orders or if there is a whole team?

Any advice? Experience? 

Thank you

Sarah
 

that is bloody shocking! 
i personally would just keep hounding them until something was done, every hour if it was necessary! i'd even be commenting on Shaaanxo's profiles and telling her what a rubbish job her CS team are doing. 

no real advice, otherwise! i hope it turns up for you soon!

Gah, how frustrating!

How frustrating hope it's sorted real soon. I've had good experience with them but did experience the same issue with two other NZ companies waited a few months too one got resolved after the wait the other one had some result but not totally resolved only after posting on their wall of their social media pages because they weren't answering my cirrespondence & phone calls.

So I emailed again today, saying if I don't receive the parcel by tomorrow I want a refund, and they have given me a huge apology saying they will ship me a replacement order by overnight courier... and there will be a free gift as an apology.

I should be happy right? But surely this means a replacement was never sent out last Friday?!

I'm a huge Shaanxxo fan, and I don't like to be a grumpy customer, but it's so annoying that it has taken this many attempts to get my order dispatched!!

 

hahahahahaha thats the best line to use. i hope for your sake it arrives tomorrow, and that the free gift is worth it!

So I'm beyond beleif, the package didn't show up Friday, so I emailed CS again, and I got a reply today saying there must have been a delay with NZ Couriers over the weekend (on an overnight parcel shipped on a Thursday?!) and they were shure it would show up today.

It did not sow up.

Clearly sent by regular mail. Sounds like a petty complaint but at this stage I have completely had enough.

So three lies they have now told me:
1. They told me they contacted NZ post after the first week (but didn't until the second week)
2. They sent me a replacement parcel after two weeks (which I never received tracking information and never showed up)
3. They sent me another replacement via overnight delivery (it's been 2 working days and still isn't here)

What do I do?! 

 Wow, that's quite the run around they've given you! Good to know, collecting makeup brushes has been my latest thing. Well, they don't expire and whenever I do a full face I use a good handful, so I feel justified spending. I guess XO Beauty won't be on the list to try.
  I really do hope they resolve things in a way that's fair and you do get your brushes very quickly or a full refund!

Did they not send you a tracking number on the overnight courier?  That's really sloppy.  This is the very least they could have done for you so you would be able to see where it is and contact the courier company personally to ensure they have it.

Unfortunately, couriers do not always do what they should but even then I'm surprised it hasn't turned up on Monday.

If it hasn't turned up today or you haven't received a tracking number for the courier, time to demand your money back and tell them you will take your business elsewhere.

Hi Imoshen, 

I have the tracking number for the overnight delivery, and it's on it's way but definitely not via overnight as I was promised, it's in standard mail for sure. 

I told them on Thursday I wanted a refund if it didn't show up on Friday so I'm already sick of the way I've been treated.

Sarah

I have sent another email relaying each of the three lies they have told me, and finshed with:

"If in fact, as I suspect, I have been lied to [/color]three times, I feel I am completely justified in demanding the refund I requested last week.[/color] If by some freak chance all of these events are a series of mistakes from NZ Couriers, then I'm sure you can reclaim the cost of my refund from NZ Couriers, as you will have receipt of postage. Please let me know what I need to supply in order to receive my refund."

I'll even ship the product back to them (so long as they pay shipping!) if that what it takes, I just don't want anything more to do with this company (which is SUCH a shame because I love Shannon!)

 

Ooh so it's about time I gave you all an update!

XO Beauty replied to my last email right away saying they would process my refund (which would take 1-4 working days, evern though I paid via PayPal, so a refund should actually be pretty instant).

They also still heavily blamed NZ Couriers for all delays, and did not admit or apologise for any of the lies from my previous emails.

Later that day I had a call from NZ Couriers apologising for the delay with the latest package (they said they don't deliver to parcel pods, and that's why it had been held up, but they have since admitted they do deliver to parcel pods, but they have new staff in my local depot and no one knew about it...) and said they would organise a new delivery right away.

I responed to XO Beauty asking what they would like me to do with the package when it arrives, and they said they hope that I enjoy the products.

I then had a real debarkle with NZ Couriers, the re-delivery never showed up, and finally they used a third party courier to do a same day delivery to my work address on Monday.

At this point I still hadn't received a refund, so as soon as it arrived I emailed XO Beauty again asking once more if I was to keep the products or if I should return them, as I still hadn't received my refund. I have had no reply.

It has now been 8 days since I was told I would receive a refund and nothing. I haven't even opened/enjoyed my XO Beauty products because I don't know if I will need to return them.

I have emailed XO Beauty again today saying this situation has dragged on for so long and I just want my money back. 

EURGH this is the worst CS I've ever experienced!

I mean NZ Couriers royally mucked up as well, but they responded quickly, admitted fault and gave me really practical solutions. 

XO Beauty keep ignoring my emails and making up excuses, it's simply awful!

 

If you paid through PayPal, open a dispute to get your money back. That's what I did when Sephora NZ were horsing around and not replying to my emails. Worked too :-) 

Sometimes a credit can take around 10 days to show up.  Give it 12 and if you have seen nothing then get back onto them and complain complain complain.  

I'd open your products as it's the least they can do for all the hassle they have put you through.

Thanks for the tip shazatron101 I will refer to that if I need to.

Imoshen, they told me (9 days ago now) that a refund would take 1-4 working days. If it took 14 days I would be comfortable with that, if they had let me know.

Ignoring my emails is simply unacceptable, and frankly, given the series of issues in this case, shocking!

Ok guys, so 10 days without a refund, I decided to raise a dispute with PayPal, and surprise surprisse, a response from XO Beauty come through.

This is a direct quote from the email "[color=#222222]As we don't usually refund for change of mind, in this instance we are happy to put through a full credit as the couriers neglected to tell us they don't ship to parcel pods. Once we have received the products back we will process a full credit.[/color]"

A change of mind? Now I do have to return the products to receive a refund?! To clarify, I was already promised a refund BEFORE the products arrived. 

So sick of this, I called a favour with the lady at NZ Couriers who I'd spoken to, and she is arranging delivery for me so I don't have to pay shipping.

I literally can't believe this. I have been emailing the same person every time, and I feel like I'm messaging a robot who has no recollection of any of the previous conversations.

Oh wow, sounds like they're trying to get out of it still.  

Get the refund, don't send the products back and tell them "but I posted them back to you" and keep all your correspondance as proof of what they promised you.  

OK! So I got a call from someone at XO Beauty, she was extremely apologetic about the whole thing and has told me to keep the products and they would refund me.

We talked about how hard it can be to resolve these things by email and they said did used to have a number but it was bombarded with fan calls so they had to shut it down.

I'm such a phone person becuase you can actually resolve things and understand each other. She gave me the whole story from their point of view, and listened to the whole story from my point of view. So I am feeling tonnes better.

We basically came to the conclusion it was one of those out of the ordinary things where every possible mistake can go wrong.

Thank you for letting me vent on here, and for your suggestions in what I should do, glad this has come to an end.

They said how they are a small company and care a lot about their reputation, so while I'm not gonna pretend all of this stress didn't happen, I do want to say this has been my only bad expereince with them (my previous order was a dream)  and hopefully this won't be your experience. 

so glad you got a resolution! I'm in customer service (at a specialised niche level) and i feel exactly the same - 5 mins on the phone with a client is usually the best way to sort a problem.

Sounds like they have a great team behind a couple of surface dramas

YAY well done you and good on them for getting on the phone to you.  I wonder if some little fairy had a quiet word with them about it ;).

Now, please tell us what you purchased and your review of the product :).

Thanks Imoshen, I bought 2 brushes (flat kabuki and tapered kabuki) and two sets of lashes.

I've bought the lashes before and love them, the brushes are still in the plastic, but Ill definitely be posting reviews asap! :)

Trudi, you need a holiday! ;-)

Glad you finally got it resolved, SoBeautyStuff. By this stage I would expect the resolution would be for you to keep the products AND a full refund. It certainly wouldn't be sending them back before a refund was issued. But yay for getting both!

That's good that they finally came around completely and phoned you plus refunded the cost and let you keep the parcel. I would've expected them to do something like that after all the stress and misunderstandings that happened with your order. 

Thank you for sharing your experience with us. I'm glad you got to work it out. I haven't ordered from them before.

Sounds like you've had a hard time to say the least. I'm happy that you got the issue resolved though :)