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I decided that I want to share the email I received last month regarding the concealer. The response bothered me a bit. I was definitely a little frustrated when I had sent this email because I couldn't get any response for a week prior regarding them shipping to the wrong address.
We had a glitch in our shipping software in March that caused not only a delay in getting our shipment out, however also forced us to backtrack and review old correspondence to address address changes. It seems your address change was lost in that transition. We are sorry and the address change will be made going forward. Mistakes and errors do happen as we are human at Le Metier de Beaute and to err is human. As for your comments regarding complexion products, we only make a few PV concealer shades and they work for almost all skin types, as the formulation is a treatment product that blends into the skin. Treatment benefits are delivered in the first 8 minutes. Many clients use this product at night as a spot corrector. We will ship you a lighter shade as a replacement for this month's box. Believe it or not, with all of our VIP clients, you are the first to contact us with this concern. Moving forward, it may not be in your best interests to be a part of a program like our VIP program. This program was developed as an evolving concept. It was developed to grow with its participants and to push them to be opened minded, generous (share product they might not utilize) and flexible. We have been extremely generous in our offerings to date and understand that not everything or everyone can always be satisfied with a program like this, however we are disappointed to hear that after 7 other shipments, you are now let down because we pushed you to look at a product you might not have given a chance to otherwise. Share the product with a family member or friend. Meantime, we will ship you a shade that works for you. XO LMdB On Mar 12, 2014, at 9:23 PM, bellatrix42 wrote: This is my fourth attempted contact. Please see the email chain below. In addition, I was able to retrieve my gift from the UPS facility today, and I am extremely disappointed. When I subscribed, I had been informed that LMDB had stated that no complexion specific products would be sent out. I would not have subscribed without this information. I have extremely fair skin. The concealer sent out is several shades too dark for me. I swatched it on my arm to double check. It is impossible for me to use. Please don't send out any skin tone specific products unless you collect skin tone information. This is a huge let down. Sincerely, bellatrix42
I got a similar email last month but mine didn't include them sending me a shade that works for me and they didn't do that.
 

That is the opposite of the responses I've ever received and I've sent quite a few emails. In fact, the last email asked what my skin tone was so they could reference it when they send my replacement box. Sounds like one person had a bad day. I concur that hope of them not canceling the program. I'm loving their program and so glad I signed up. After reading your email I think the suggestion to not continue using the program was based on your suggestion that you wouldn't have joined if you'd known complexion products would be sent. They may just be saying that they are going to continue to send products with slight variations that most people can use and that may upset you further? That's is how I read it. Email is so frustrating because the tone is up for interpretation.

 
Quote: Originally Posted by mishmish /img/forum/go_quote.gif
  Hmmm. thanks for sharing.  I'm thinking here... and a little afraid that if too many people complain they might cut the program next year.  
If they're going to be asshats like this when they receive criticism, I don't think a non-recurrence of this program is really that bad of an idea. 

Quote: Originally Posted by AshJs3 /img/forum/go_quote.gif
  Wow, I can't believe they sent you that e-mail! While they have been SUPER generous with this program and I definitely feel like I'm getting my money's worth, I think they could have responded a lot better than that. Accusing you of not being open minded because you don't want to wear a product that's too dark for you? What?! There's a reason they make multiple colors! The tone is extremely off putting, but maybe that how they want to be?
That's the part that gets to me.  Saying that maybe it's in a subscriber's best interest to not re-subscribe -- after they complain about something that *we were specifically assured would not be an issue* -- and then signing off with "XO"?  It's *phenomenally* condescending and belittling.  I'm a native Portlander.  I know deliberately passive-aggressive when I see it.  We have elevated it to an art form.  This email melds snootiness with passive-aggressive into a sticky, nasty snootball.  Oh!  And this part:

Quote: Moving forward, it may not be in your best interests to be a part of a program like our VIP program.
Uh, yeah.  This isn't the only makeup sub I get.  This *is* the only one that has sent out concealer without checking on skintones.  Birchbox might not get the skintones right, but at least they ask about it.  Also:  *They said they weren't sending anything like this out*.  That's the part that really pisses me off. 

(I may or may not be angrier than I should be by something that I'm not even involved with due to a migraine.  I think this one is weather-related.  It's been so long since I've had one that makes me this close to barfing that I can't remember how to deal with it.  Pretty much all smells make me want to puke.  It is not good since I live a block from a pizza place, which makes my apartment smell like pizza on Friday nights.  Any other Friday, it would be fine.  This Friday, it's not.  I'm going to go hit the Vicodin -- thank you, oral surgeon, for giving me enough to get through a weekend after surgery and then still have a few left over! -- and take a hot shower.  These two things have helped dramatically in the past.)

 
Quote: Originally Posted by tazdvil /img/forum/go_quote.gif

That is the opposite of the responses I've ever received and I've sent quite a few emails. In fact, the last email asked what my skin tone was so they could reference it when they send my replacement box. Sounds like one person had a bad day. I concur that hope of them not canceling the program. I'm loving their program and so glad I signed up.
Same here. I've only experienced stellar customer service from them and I've had many interactions.

@bellatrix42  I'm sorry this was the reply you were sent. It seems like it's the exception not the norm.

Glad you are getting a replacement shade though.

 
Quote: Originally Posted by LisaLeah /img/forum/go_quote.gif
  Same here. I've only experienced stellar customer service from them and I've had many interactions.

@bellatrix42  I'm sorry this was the reply you were sent. It seems like it's the exception not the norm.

Glad you are getting a replacement shade though.
That's what I was thinking because the other ladies on this thread have reported the same thing about wonderful CS. I hope this was just a one-off, although I can't guarantee I wouldn't have sent something pissy back.

 
Quote: Originally Posted by meaganola /img/forum/go_quote.gif
That's the part that gets to me.  Saying that maybe it's in a subscriber's best interest to not re-subscribe -- after they complain about something that *we were specifically assured would not be an issue* -- and then signing off with "XO"?  It's *phenomenally* condescending and belittling.  I'm a native Portlander.  I know deliberately passive-aggressive when I see it.  We have elevated it to an art form.  This email melds snootiness with passive-aggressive into a sticky, nasty snootball. 
Yes, it's like we should be honored they are doing this box at all and take our stuff and STFU!
icon_eek.gif


 
If they're going to be asshats like this when they receive criticism, I don't think a non-recurrence of this program is really that bad of an idea.  That's the part that gets to me.  Saying that maybe it's in a subscriber's best interest to not re-subscribe -- after they complain about something that *we were specifically assured would not be an issue* -- and then signing off with "XO"?  It's *phenomenally* condescending and belittling.  I'm a native Portlander.  I know deliberately passive-aggressive when I see it.  We have elevated it to an art form.  This email melds snootiness with passive-aggressive into a sticky, nasty snootball.  Oh!  And this part: Uh, yeah.  This isn't the only makeup sub I get.  This *is* the only one that has sent out concealer without checking on skintones.  Birchbox might not get the skintones right, but at least they ask about it.  Also:  *They said they weren't sending anything like this out*.  That's the part that really pisses me off.  (I may or may not be angrier than I should be by something that I'm not even involved with due to a migraine.  I think this one is weather-related.  It's been so long since I've had one that makes me this close to barfing that I can't remember how to deal with it.  Pretty much all smells make me want to puke.  It is not good since I live a block from a pizza place, which makes my apartment smell like pizza on Friday nights.  Any other Friday, it would be fine.  This Friday, it's not.  I'm going to go hit the Vicodin -- thank you, oral surgeon, for giving me enough to get through a weekend after surgery and then still have a few left over! -- and take a hot shower.  These two things have helped dramatically in the past.)
Just for clarity, they sign everything XO. Every communication I've ever recieved has that closing. I really don't believe they are trying to be condescending. I agree it's unfortunate that it appears to be what it is.
 
Quote: Originally Posted by tweakabell /img/forum/go_quote.gif
  That's what I was thinking because the other ladies on this thread have reported the same thing about wonderful CS. I hope this was just a one-off, although I can't guarantee I wouldn't have sent something pissy back.

Their customer service has gone above and beyond in most instances.  I once got their eye cream as a GWP. When it arrived the sticker on the botton of the eye cream said "anti-aging day cream". I emailed them to double check what the product was, since I didn't want to put a treatment face cream by my eyes. They assured me it was just a mis-label, but sent me another eyecream ($175) just to assure me! I felt like I was stealing from them, I didn't want to take it. But they sent it any way.

This sounds like an unusual circumstance/response.

Also it's out of character for the brand. LMdB is a charitable and altruistic company. They even hold giveaway contests based on random acts of kindness. The person who does the most to help someone else wins. It was an awesome contest. You can see it on their FB page.

This just shows how important CS is. One negative response, can undo a lot of good. Again @bellatrix42 so sorry this happened to you.

 
I'm sorry for your unfortunate experience with CS. I've only had wonderful experience with their company. I think it's sad that their CS is getting such a bad rep because of one representatives behavior. I do however agree that the response was rude & I see how you could be offended. I hope that this is an isolated situation because I love LMdB & their products are amazing.

 
It sounds like Le Metier might have hired one of Glossybox's Customer Service reps!

They aren't normally so rude. It sounds like they have a bad apple in the bunch.  I'm not going to hold it against the entire company, but damn that person needs a lesson in politeness.

 
Wow, that is awful. I won't be resubscribing, mostly because I really have zero use for any more make up, but also I think my money will be better spent at sephora (or in a savings account but that is another story! 
rolleyes.gif
).

My disappointment, as I think a lot of people's, stems from them saying there would be no skin color necessary items, and now they've sent more than one. I am super pale, I don't think they even make colors that work for my skin, lol. 

Oh well, live and learn! Too bad because I was pretty happy with the box, but wow, that response rubs me totally the wrong way. I've received wrong skin color items in other boxes, but it never bothered me because they never said they wouldn't and I expect 99% of foundations to be too dark. I guess like @bellatrix42 this program may not be in my best interest! 

 
I'm excited about the powder, looking forward to trying it out.  When I got the concealer last month I was a bit disappointed as it was too dark and yellow toned for me as an under eye concealer.  However, it's turned out to be perfect as a spot concealer on my face, and has become a staple item I use everyday. 

The Beauty Professor is going to have swatches of all 3 shades of the powder up this weekend, I'm interested to see how much the shades vary.  She uses #2, which is I believe what we all received, and loves it. 

Will be interesting to see how LMDB will roll out the 2nd year of the VIB subscription service and what, if anything, changes. I noticed prior to when the service started and people were still asking questions about what it would be like, they responded to one person on Facebook with a "this service may not be for you" response when she kept coming back with question after question.  My impression is that they view the VIP subscription as a "reward" for loyal users, so when those users express "huge disappointment", they get a bit sensitive.  They set themselves up for that backlash by saying they wouldn't send out complexion products, however, and are now having to deal with the fallout.  If they're smart, they will adjust accordingly and not make similar mistakes.  Or they may decide it's not worth the hassle.  We shall see.

 
I'm excited about the powder, looking forward to trying it out.  When I got the concealer last month I was a bit disappointed as it was too dark and yellow toned for me as an under eye concealer.  However, it's turned out to be perfect as a spot concealer on my face, and has become a staple item I use everyday.  The Beauty Professor is going to have swatches of all 3 shades of the powder up this weekend, I'm interested to see how much the shades vary.  She uses #2, which is I believe what we all received, and loves it.  Will be interesting to see how LMDB will roll out the 2nd year of the VIB subscription service and what, if anything, changes. I noticed prior to when the service started and people were still asking questions about what it would be like, they responded to one person on Facebook with a "this service may not be for you" response when she kept coming back with question after question.  My impression is that they view the VIP subscription as a "reward" for loyal users, so when those users express "huge disappointment", they get a bit sensitive.  They set themselves up for that backlash by saying they wouldn't send out complexion products, however, and are now having to deal with the fallout.  If they're smart, they will adjust accordingly and not make similar mistakes.  Or they may decide it's not worth the hassle.  We shall see.
I'm excited to see your reviews and pictures of the new product. :). I was concerned that shade 2 may be too dark but it actually looks beautiful- coverage is amazing!! I love the compact itself- so chic!!
 
Quote: Originally Posted by Lulubelle107 /img/forum/go_quote.gif
  My impression is that they view the VIP subscription as a "reward" for loyal users, so when those users express "huge disappointment", they get a bit sensitive. 
That's exactly how I see it, after all getting an assortment of luxe cosmetics, tools and skincare for just $29/month is a total steal, and I am very grateful for their generosity. However, they set themselves up for this backlash by saying there won't be any complexion specific products in these boxes.

 
Quote: Originally Posted by bellatrix42 /img/forum/go_quote.gif

I decided that I want to share the email I received last month regarding the concealer.

The response bothered me a bit. I was definitely a little frustrated when I had sent this email because I couldn't get any response for a week prior regarding them shipping to the wrong address. We had a glitch in our shipping software in March that caused not only a delay in getting our shipment out, however also forced us to backtrack and review old correspondence to address address changes. It seems your address change was lost in that transition. We are sorry and the address change will be made going forward. Mistakes and errors do happen as we are human at Le Metier de Beaute and to err is human.

As for your comments regarding complexion products, we only make a few PV concealer shades and they work for almost all skin types, as the formulation is a treatment product that blends into the skin. Treatment benefits are delivered in the first 8 minutes. Many clients use this product at night as a spot corrector.

We will ship you a lighter shade as a replacement for this month's box.

Believe it or not, with all of our VIP clients, you are the first to contact us with this concern.

Moving forward, it may not be in your best interests to be a part of a program like our VIP program. This program was developed as an evolving concept. It was developed to grow with its participants and to push them to be opened minded, generous (share product they might not utilize) and flexible. We have been extremely generous in our offerings to date and understand that not everything or everyone can always be satisfied with a program like this, however we are disappointed to hear that after 7 other shipments, you are now let down because we pushed you to look at a product you might not have given a chance to otherwise. Share the product with a family member or friend.

Meantime, we will ship you a shade that works for you.

XO
LMdB


On Mar 12, 2014, at 9:23 PM, bellatrix42 wrote:

This is my fourth attempted contact. Please see the email chain below.

In addition, I was able to retrieve my gift from the UPS facility today, and I am extremely disappointed. When I subscribed, I had been informed that LMDB had stated that no complexion specific products would be sent out. I would not have subscribed without this information. I have extremely fair skin. The concealer sent out is several shades too dark for me. I swatched it on my arm to double check. It is impossible for me to use. Please don't send out any skin tone specific products unless you collect skin tone information. This is a huge let down.

Sincerely,

bellatrix42

Quote: Originally Posted by bellatrix42 /img/forum/go_quote.gif

I decided that I want to share the email I received last month regarding the concealer.

The response bothered me a bit. I was definitely a little frustrated when I had sent this email because I couldn't get any response for a week prior regarding them shipping to the wrong address. We had a glitch in our shipping software in March that caused not only a delay in getting our shipment out, however also forced us to backtrack and review old correspondence to address address changes. It seems your address change was lost in that transition. We are sorry and the address change will be made going forward. Mistakes and errors do happen as we are human at Le Metier de Beaute and to err is human.

As for your comments regarding complexion products, we only make a few PV concealer shades and they work for almost all skin types, as the formulation is a treatment product that blends into the skin. Treatment benefits are delivered in the first 8 minutes. Many clients use this product at night as a spot corrector.

We will ship you a lighter shade as a replacement for this month's box.

Believe it or not, with all of our VIP clients, you are the first to contact us with this concern.

Moving forward, it may not be in your best interests to be a part of a program like our VIP program. This program was developed as an evolving concept. It was developed to grow with its participants and to push them to be opened minded, generous (share product they might not utilize) and flexible. We have been extremely generous in our offerings to date and understand that not everything or everyone can always be satisfied with a program like this, however we are disappointed to hear that after 7 other shipments, you are now let down because we pushed you to look at a product you might not have given a chance to otherwise. Share the product with a family member or friend.

Meantime, we will ship you a shade that works for you.

XO
LMdB


On Mar 12, 2014, at 9:23 PM, bellatrix42 wrote:

This is my fourth attempted contact. Please see the email chain below.

In addition, I was able to retrieve my gift from the UPS facility today, and I am extremely disappointed. When I subscribed, I had been informed that LMDB had stated that no complexion specific products would be sent out. I would not have subscribed without this information. I have extremely fair skin. The concealer sent out is several shades too dark for me. I swatched it on my arm to double check. It is impossible for me to use. Please don't send out any skin tone specific products unless you collect skin tone information. This is a huge let down.

Sincerely,

bellatrix42
Wow  I am in disbelief over that response. Sorry you had to go through such bad customer service, its like they make you feel guilty for being sent something that does not work for you.

 
Quote: Originally Posted by meaganola /img/forum/go_quote.gif
  Quote: Originally Posted by mishmish /img/forum/go_quote.gif
  Hmmm. thanks for sharing.  I'm thinking here... and a little afraid that if too many people complain they might cut the program next year.  
If they're going to be asshats like this when they receive criticism, I don't think a non-recurrence of this program is really that bad of an idea. 

Quote: Originally Posted by AshJs3 /img/forum/go_quote.gif
  Wow, I can't believe they sent you that e-mail! While they have been SUPER generous with this program and I definitely feel like I'm getting my money's worth, I think they could have responded a lot better than that. Accusing you of not being open minded because you don't want to wear a product that's too dark for you? What?! There's a reason they make multiple colors! The tone is extremely off putting, but maybe that how they want to be?
That's the part that gets to me.  Saying that maybe it's in a subscriber's best interest to not re-subscribe -- after they complain about something that *we were specifically assured would not be an issue* -- and then signing off with "XO"?  It's *phenomenally* condescending and belittling.  I'm a native Portlander.  I know deliberately passive-aggressive when I see it.  We have elevated it to an art form.  This email melds snootiness with passive-aggressive into a sticky, nasty snootball.  Oh!  And this part:

Quote: Moving forward, it may not be in your best interests to be a part of a program like our VIP program.
Uh, yeah.  This isn't the only makeup sub I get.  This *is* the only one that has sent out concealer without checking on skintones.  Birchbox might not get the skintones right, but at least they ask about it.  Also:  *They said they weren't sending anything like this out*.  That's the part that really pisses me off. 

(I may or may not be angrier than I should be by something that I'm not even involved with due to a migraine.  I think this one is weather-related.  It's been so long since I've had one that makes me this close to barfing that I can't remember how to deal with it.  Pretty much all smells make me want to puke.  It is not good since I live a block from a pizza place, which makes my apartment smell like pizza on Friday nights.  Any other Friday, it would be fine.  This Friday, it's not.  I'm going to go hit the Vicodin -- thank you, oral surgeon, for giving me enough to get through a weekend after surgery and then still have a few left over! -- and take a hot shower.  These two things have helped dramatically in the past.)

Completely off topic but the word asshat always makes me think of Supernatural.

 
How is everyone else liking this product?   There are some on eBay (along with other great deals to try out).  Worth trying it out?

 
Quote: Originally Posted by mishmish /img/forum/go_quote.gif
  How is everyone else liking this product?   There are some on eBay (along with other great deals to try out).  Worth trying it out?
I think is a fine finishing powder...but nothing special. Coverage is light, would not replace concealer or foundation.  Shade 2 was a good match for my fair to light skin with yellow undertones. 

 
Ok, great. Thanks for the feedback. Think it's worth checking out then... Can't wait to get on the new program in the summer. Nice to try different things to see what to repeat purchase.   It's good some folks sell theirs when they know it won't work for them - gives us a chance to check it out..

 
Quote: Originally Posted by IffB /img/forum/go_quote.gif
  I think is a fine finishing powder...but nothing special. Coverage is light, would not replace concealer or foundation.  Shade 2 was a good match for my fair to light skin with yellow undertones. 
I agree. It's a good finishing powder. I would never spend $75 on it. I'll finish it though and like it.

 

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