Little Lace Box

[PrettyAndWitty]

I think the person who wrote the email is severely lacking tact and might have an anger management issue. Being passionate is one thing, attacking a person because you think they are attacking you (or your children's company), well that is not how professionals that want to stay in business interact with their customers. 

The customer absolutely is NOT always right and there is absolutely no excuse for the way some customers treat customer service representatives but that does not justify such a hurtful email to be sent to ANYONE. 

I work in finance and never interact with customers, just other executives, but one of the greatest lessons I learned from a prior manager of mine was to NEVER send an email when you're feeling angry. I think the person who sent the email was angry and was acting emotionally rather than using even an ounce of professionalism. 

Also, for what it's worth, I think Liz sells vendor's the commenter's email addresses. I was also mysteriously tracked down for writing a less than favorable review about another sub box on MSA and they also emailed me directly. 

P.S. The lemon balsamic is amazing!!! I've been eating spinach salads with it ever since I sampled it. I can't wait to try the other flavors too! 

 

[raindrop]

Thanks for all the comments and support from most. But...for the ones supporting an incredibly rude company...Are you not actually reading the email the business sent to its customer? That was the whole point of this post. I'm not their friend...I'm a customer. I paid for their product. Their response was insane. I'm shocked some of you feel they were entitled to that response.

It is a totally crazy response. I think of it in the same way I view my friendships - if I am getting to know someone and I see them be horrible to another person, I choose not to continue my friendship with them. It absolutely baffles me when I hear people say things like "well, she's never been mean to *me*..." The point is, when you see what someone has inside them, 9 times out of ten, eventually they *will* direct it towards you. Or, at the very least, a person like that doesn't deserve to have you around.

 

[Browning Clark McCartin]

The author of the LLB email I received is Kevin Bryan. I have no idea who he is.

 

[Sadejane]

Just to add my .02 . . .  

I've considered subbing to LLB a few times, but each time there was a controversial email or statement that made me hold back (they've attacked other customers before, this isn't exactly a first for them).   It seemed like the company was pulling itself together and I admit the last few boxes have been nicely curated.  So once again, I was getting ready to subscribe and happened to see this conversation thread. 

In no way would I want to be a part of a business that allows (condones, initiates. . whatever it may be) this kind of communication with its customers.  The new reality is that people can make anonymous comments or write reviews (be they good, or bad) online.  It's just natural for a subscription box to be a product that doesn't make 100% of customers happy all of the time.  I'm shocked by their response and think what they did was, at the very least, weird.  If I had been the recipient of that email, I would have been very upset and felt bullied (i.e. the statements about Darth Vader, scraping the mud off the bottom of the shoe, comparing her to a 'vile' person, etc.).    

I can't imagine Liz from MSA would sell someone's email address to a company, but it does make me wonder how they got Browning's email address.  Since Browning is a subscriber, it's possible they were able to piece it all together based on the name she used to comment.  However they did it, I find it very odd and disconcerting. I'm definitely not subbing to LLB.

 

[Browning Clark McCartin]

If I had commented as, say, Mary, they would have never found me. But Browning is my real first name and they tracked me down via my posting with my real (unusual) name. I'm positive MSA didn't share my email...as you can see, the first email from LLB to me asks if it was I who posted the comment on MSA. I confirmed. They just found me on their subscriber list. So...if you would like to continue receiving boxes from this *vile* (just repeating their words!) company, do not make any comments with any personal info.

 

[Tiffanyt92]

May the 4th be with you Darth Vader.

 

[LaneySt]

Browning,

I am shocked and appalled by the email sent to you by Kevin Bryan.  It appears to me that he is most definitely costing LLB some business/customers.  We certainly have choices whom we give our money to.    

Looking at the LLB facebook page, Kevin Bryan has "liked" some of the posts.  I have an idea that he may be the 3 LLB girls' father, after seeing a picture on his facebook page.  He may not be very wise to the ways of the modern day internet, and the consequences of sending an email like the one you received.  That type of communication can go viral in a heartbeat, especially via twitter.  

Also, according to Linkedin, he works in the direct marketing business.  And according to archive.org (wayback machine), there have been posts removed from the LLB facebook page that had to do with other rude emails received from Kevin Bryan.

LLB is already gaining a reputation of bipolar (extremely good vs. extremely rude) customer service.  In my opinion, if the LLB girls allow this man to be in charge of customer relations, they will lose more business than they will maintain or grow.  They really have a nicely curated, thematic and original box.  It is a shame this type of behavior hangs a dark cloud over their whole lovely product.  

If this were my business, I would:

1)  email you a heart-felt apology (from the girls, not from Darth Vader)

2) send you a jewelry dish with the pattern on the top

3)  send you the June box free of charge

4)  remove Kevin Bryan from having any further contact with customers (if he is allowed to remain any part of the business at all)

5)  then reinstate your subscription, if you wish to continue.

 

[lauradiniwilk]

I just got caught up on this thread, and wow.  This actually reminds me of lime crime threatening bloggers back in the day who dared to express their opinions.  I think sites like MUT and MSA are appropriate places to express both positive and negative experiences with a box.  As any subscription box junkie knows, there are times when we have been sent products that are expired, were mistakes, or didn't pass quality control so they were passed on to a subscription box.  I don't know if that is what happened here - I don't subscribe to LLB.  But I have been following this thread because I was seriously considering it up until I read that email.  I have had such positive interactions with people like Quarterly's Bianca Jade and Style Quarterly's Stephanie Bruce, that I have no desire to do business with companies who would treat their customers so poorly...it's as easy as scraping mud off my shoe.  (I still can't believe "Darth Vader" said that, omg).  Taking my money elsewhere, thanks. 

As to him being the LLB girls' father...that sounds plausible after reading his email.  I feel for them if that's the case.  Time to cut him off from interacting with customers, stat. 

 

[DianeER]

... I don't subscribe to LLB.  But I have been following this thread because I was seriously considering it up until I read that email.  ... I have no desire to do business with companies who would treat their customers so poorly...it's as easy as scraping mud off my shoe.  (I still can't believe "Darth Vader" said that, omg).  Taking my money elsewhere, thanks. 

Well said, this is exactly the situation I am in. I've been reading the LLB discussions here because I was considering subscribing, but I will absolutely take my money elsewhere, they've lost me as a customer before I even became one. Scraping mud off my shoe, indeed. Good grief.

 

[lauradiniwilk]

I did some googling because I thought maybe I was overreacting to one person's story, but there are multiple reports of people being "mystery cancelled" after questioning the company for completely reasonable things, like only giving out 4 items when 5-7 were advertised, or for making any comment that wasn't glowing on MUT.  Looks like this is a standard part of their business practice. 

 

[Snarkisaurus]

[SIZE=11pt][LONGTIME LURKER!] [/SIZE]

[SIZE=11pt]This is appalling! [/SIZE]

[SIZE=11pt]I have a girlfriend who posts on MUT and LLB almost instantly started sending her private messages since they are not allowed to post publicly. I am sure this is not a unique experience.[/SIZE]

[SIZE=11pt]Been following this company for a while - was excited when it first hit the scene but I wanted to see how it played out before subbing.[/SIZE]

[SIZE=11pt]When I investigated, I was mildly uncomfortable with how hard it was to find info on these folks. One sister, Taylor, is up in Chicago living her life...I was left wondering exactly who was behind this, how they would have connections for products, etc.  [/SIZE]

[SIZE=11pt]I get the feeling they used up a lot of capital and effort on those first "amazing" boxes...Feb/March hit and they had run out of steam (probably low on money) and were left having to scramble - hence the reason prices were raised, and the sub was changed to bi-monthly. [/SIZE]

[SIZE=11pt]While businesses like Popsugar and FabFitFun can be tiresome at times, at least we know WHO they are, WHY they exist, and that they have enough connections to consistently deliver nice things.  There is a level of transparency there.[/SIZE]

[SIZE=11pt]After seeing this LLB mess, I think I may stick to more mainstream subs...LLB has given little to no information about themselves and that feels weird. If you are going to market this as this quaint little box supposedly run by three sisters (how cute!), at least have them get to know their customers. WHY should I put my trust in you and my hard-earned money in your hands?[/SIZE]

[SIZE=11pt][/SIZE]

 I have an idea that he may be the 3 LLB girls' father

[SIZE=11pt]And yes, this appears to be the father. And no, I don't think the "girls" can reel him in because the parents own the company.[/SIZE]

[SIZE=11pt]"Little Lace Box™ is a division of Milk Money Marketing, LLC"[/SIZE]

According to open corporation records,
https://opencorporates.com/companies/us_fl/L10000055554

MILK MONEY MARKETING, LLC
890 Duncan Ave, Kissimmee, FL 34744
Incorporated: 21 May 2010 (almost 5 years ago)
Agent Name: Kevin Bryan
Directors/Officers: KEVIN BRYAN (agent), KRISTIN BRYAN

Kevin and Kristin = the parents.

Mom’s twitter:

[SIZE=12pt]Kristin Bryan [/SIZE]@shesfindnghappy[SIZE=11.5pt]"Crazy about my awesome kids and husband, [/SIZE][SIZE=11.5pt]Dir Nat'l Partnerships, Groupon[/SIZE][SIZE=11.5pt], co-founder LittleLaceBox, ecommerce junkie, entrepreneur, author and running addict[/SIZE]

 [SIZE=11.5pt]Celebration, FL"[/SIZE]

Now, it may seem crazy to concern ourselves about this sort of thing…but I really think we have the right to know WHO we are handing out money over to and if they are running an honest and sustainable business. 

And the fact that the owners/agents of this company take the time to outright stalk and send hateful messages to customers is really weird and downright shameful.

[SIZE=11pt]*bracing myself for private message abuse, ha*[/SIZE]

 

[kkat]

Dir Nat'l Partnerships, Groupon

Um, Mrs. B - are ya'll hiring? lol  

Seriously though, I hate so many people have had trouble...I want to keep the faith, so I hope they knock it out of the park from here on out...Also, I have an annual sub, so I have no choice, haha!

*fingers crossed*

 

[subbox]

Also, for what it's worth, I think Liz sells vendor's the commenter's email addresses. I was also mysteriously tracked down for writing a less than favorable review about another sub box on MSA and they also emailed me directly. 

Did you include your real name in the comments? if it's not a usual name, I don't think they'd have much issue tracking you down. 

 

[biancardi]

OMG.  The father is responding to these emails?  And based on his response to Browning, it seems that the daughters GAVE him this to handle, so they were okay with him doing this.

I wouldn't want to subscribe to a business where the kiddies run to daddy when their feelings "get" hurt - and Browning's comment certainly didn't qualify as hurtful or hateful.

A simple response, clearing up any misunderstanding would have been sufficient, and offering a discount or sending her a new item as she was unhappy with the one she got.

 

[PA Anna]

I don't think Liz @ MSA sells names. The email that I use to post on her website is different than the email I use to subscribe to boxes. I had two companies that read what I wrote on MSA and contacted me at the correct email address. Both companies were being helpful; nothing was negative.

 

[lauradiniwilk]

I am now so weirdly fascinated by this family.  Obviously the parents have significant marketing experience (dad was a VP of marketing at Shell and Pennzoil, mom is a director at Groupon and previously at plum district, and they own a direct mail marketing company that also falls under Milk Money Marketing).  Their marketing background comes through on the website - their FAQ section is actually an entertaining read (I went over there to see if there is any mention of being able to cancel you without notice - it only says they will do that if you try to use two coupon codes, and that particular response is actually kind of hidden, you have to click multiple times for it to show up). 

It's just so crazy to me that people with this level of experience are resorting to stalking and bullying their customers.  It's not very realistic to expect your customers to love every single item in every single box, and a poor business model to cancel them if they don't.  The whole thing is bizarre.

I also highly doubt Liz sells our info; I don't think it would be too hard to figure out who is who if you know what you are looking for.

 

[LaneySt]

And yes, this appears to be the father. And no, I don't think the "girls" can reel him in because the parents own the company.

You are definitely correct!  This is a family business and it seems the parents are in charge.  The daughters/sisters may only be involved on a smaller scale.  One of them appears to be a sophomore in college, so she probably isn't involved in the day to day operations.  

On a side note, what started this whole thing was some customers not being pleased with the imprint of the dish being on the bottom where it could not be seen.  The LLB company-line response was that, with the imprint on the bottom, it was the "most authentic" of the two versions.  Because, presumably, it was most like using a broken antique olive jar as a jewelry dish.  I just found that funny.  I think either something is authentic or it is not authentic.  There is not a sliding scale of authenticity, is there?  

Although I found the reply humorous, I gave them karmic kudos for coming up with that response and making it seem like everyone should probably WANT the "most authentic" version.  No big deal.  That is, until I saw the email that was sent to Browning.  Still shaking my head.  

 

[lauradiniwilk]

On that same note, the bit about it developing a nice patina over time made me lol...what a lovely way to say this item will get gross and grungy because it doesn't have the varnish /emoticons/[email protected] 2x" width="20" height="20" />

I shouldn't be such a butthead though, because I actually really like both versions of the dish and think that the grandmother story is really sweet if it's true. 

 

[biancardi]

I am now so weirdly fascinated by this family.  Obviously the parents have significant marketing experience (dad was a VP of marketing at Shell and Pennzoil, mom is a director at Groupon and previously at plum district, and they own a direct mail marketing company that also falls under Milk Money Marketing).  Their marketing background comes through on the website - their FAQ section is actually an entertaining read (I went over there to see if there is any mention of being able to cancel you without notice - it only says they will do that if you try to use two coupon codes, and that particular response is actually kind of hidden, you have to click multiple times for it to show up). 

It's just so crazy to me that people with this level of experience are resorting to stalking and bullying their customers.  It's not very realistic to expect your customers to love every single item in every single box, and a poor business model to cancel them if they don't.  The whole thing is bizarre.

I also highly doubt Liz sells our info; I don't think it would be too hard to figure out who is who if you know what you are looking for.

some poor lady at MSA mentioned that she did this and they called her a thief in every email correspondence she had with them. what the what? 

If they really want to crack down on this, then they should also check for duplicate addresses and duplicate credit cards. 

I understand that they do not want people to use coupons and such, but if there is a loophole, then there is a loophole.  If they really think it is stealing, then they need tighter security to prevent that and really vet any new customers to prevent this type of behavior.  I think they need to chill and relax.

 

[biancardi]

On that same note, the bit about it developing a nice patina over time made me lol...what a lovely way to say this item will get gross and grungy because it doesn't have the varnish /emoticons/[email protected] 2x" width="20" height="20" />

I shouldn't be such a butthead though, because I actually really like both versions of the dish and think that the grandmother story is really sweet if it's true. 

if it is unvarnished clay, it will stink to high heaven at some point and be all gross, like you said.  Those pots from that era were never meant to be keepsakes, Romans and Greeks tossed that stuff out into their compost heaps and into the sea.