That must be so frustrating. Is Carolyn their only CS person? I've never heard of anyone contacting them and speaking with anyone else. Maybe there is some way to let the company know. You're not the first person here to say she refused to apologize to a customer.
There's an e-mail address for Dee - dee AT rainbowhoney DOT com - and she was copied on my final communications before canceling my account, but she never replied in the e-mail thread we had going back and forth. Just Carolyn.
Until my problem really escalated into an actual issue, Carolyn always copied the "customerservice AT rainbowhoney DOT com" address while writing from the "info AT rainbowhoney DOT com" address. Always. However, when it became clear she wasn't taking any of the blame for the mistakes and actions on her end, and I was going forward with canceling my subscription, she quit copying the "info AT rainbowhoney DOT com" address on her replies.
I don't know why it was added initially, or why it was taken off later on.
I wasn't mean, or rude, or snotty. I was not happy but I didn't take things out on them. I've owned a small business and I've had to deal with my fair share of shipping woes as the vendor over the years. (With very time-sensitive items such as birth announcements and holiday cards.)
My first shipping delay inquiry began with: "
Just want to start off with - this is in NO WAY your fault....." (That mystery bag was shipped in the correct time frame, and the USPS lost it / track of it - it was shipped by RH 7/3 and USPS quit tracking it on 7/7. I first contacted RH about it on 7/12, as I'd had the same problem with my bag the month prior.) The first e-mail I received back asked me if I'd contacted the USPS myself and gave me their phone number. In my opinion, that should have been RH's responsibility as the shipper and I told them as such. I would never make my client do the initial contact and legwork -- especially if the last tracking of the item showed it still in my state, never having made it to theirs.
After the back and forths, and finally receiving my package on 7/16 (after being shipped on 7/3), this was my last note to them. I never heard from them again after I sent it.
I do hope my experiences the last few months can help other Rainbow Honey customers in the future -- and possibly cause a change-up in your shipping methods.
This subscription has just ceased to be fun and exciting for me. Having a chronic illness and being house and mostly bed-bound right now, subscription bags and boxes provide a little extra pick-me-up (and *sparkle*) here and there.
I cancelled my subscription because with the lack of support / apology (until yesterday), a portion of the burden of time being placed on my shoulders, and no attempt to ever make amends throughout . . . well, it just ceased to be fun for me anymore.
I love your products and I loved opening my Mystery Bag each month. (It's precisely the reason I upgraded from the Mini to the Large after my very first one.) I hope Rainbow Honey's future will have much more sparkle ahead.
Even the apology I'd received the day prior wasn't followed up on with me - by Carolyn or anyone else. On July 15th - the day before my package actually arrived - Carolyn wrote: "
Regarding your concerns below, I want you to know that I have forwarded all of your emails to the appropriate departments for review and sincerely apologize again for all the trouble." -and- "
As for it taking 14 days to travel just a few states over in modern times is unacceptable! I'm still waiting to hear back from USPS about that."
And that was it. Radio silence from that point forward.
I went from a new mini-bag subscriber one month to upgrading to the large-bag the following month (for three months). I placed at least three separate "regular" orders during that time, so I was a multiple-purchase customer. Heck, I even placed an order with them AFTER I had canceled my subscription (during the Mixed Tape release). I also referred people to RH through FB and my website.
In my own business, I would have considered someone like myself an ideal customer.
But beyond it taking two weeks-ish for my monthly mystery bags to get from NJ to ATL each month, with not so much as "
hey, here's a mini cuticle balm for your trouble!" (when I asked for, and expected, nothing and told them as such - but watched other people on forums getting full-size products for their own delays) . . . . . I also had a regular order that I placed on 6/11 and it did not ship until 6/21. That was not the USPS's fault. That was RH's.
I ordered Nail Honey, in addition to other items in that order, and even though it was marked in stock in the store apparently it was not. I didn't learn that until I wrote them on 6/20 (NINE DAYS after my order) to see if I'd missed a tracking notice and get a status update. Carolyn said that Nail Honey item had been out of stock, but just came back in, and that she'd contact the warehouse so it would ship that afternoon. She said I would receive a tracking notice "soon". Not only did the tracking notice never materialize even after I received the delivery - the shipment wasn't sent off that same day as promised either. A label wasn't even printed until the next day - and it took 4 more business days to reach me after that. Once again, no apology - no attempt to make things up whatsoever. It was what it was.
I've seen more problems with them creeping up lately and it certainly doesn't make me happy -- but it does make me feel less singled out. I didn't understand why they were just acting that way with what felt like "just me". I was never rude, never demanding, never had my hands out... I just wanted my stuff in the same month I ordered it. I don't think that's too much to ask. I had to take the initiative to contact them during a backorder, and they expected me to take the initiative and contact the USPS myself for lost shipments. Ain't nobody got time for that.
/emoticons/
[email protected] 2x" width="20" height="20" /> Perhaps they just want customers now who don't go through the Kearny to Deep South shipping route.
That all said, I
was relieved to see all the pink and fruit items in this month's bag. Made the blow a little easier to take. As I've mentioned previously, I think breaking up with a boyfriend in junior high was easier than breaking up with RH. I was a very
sad panda for a few days after...
