I just wanted to rant a little about my first experience with purchasing Inglot eyeshadows and to see if anyone else has had been through the same thing.
I seriously need to stress that I have never made a formal complaint regarding a product or service in my 26 years on this planet. I know that most people have a normal amount of assertiveness built into their personalities, however, I am not one of those people. So, for me to get irked enough to spend an hour writing a complaint is a pretty big deal.
I'm going to paste the email I wrote to the "Ambassador" of Inglot after they botched the shipment of my order to give you the full picture of what happened. Let me note that I only had this email address on hand because I called the Las Vegas store, when I was told that I could email this guy but to not tell anyone where I got that contact from. Wha??? Shady....
Here is my email:
"I received the shipment of my first Inglot purchase today, and while I am pleased with the quality of the product, I am extremely unhappy with my experience and have an issue that has yet to be resolved.
I must preface this by saying that this is the first letter of complaint I have ever written to a company regarding poor service. I am not someone who looks for things to make complaints about. I have never be so turned off of a company due to service issues. In the past I have had slow service, transaction errors, and sales associates that are aloof and uninterested, but I have never felt offended as a customer until now. Let me explain.
On February the 24th, I purchased (online), a 5-Pan Freedom System Palette, along with 5 eyeshadows: 112R, 106R, 423P, 405P, and 391M. More than a week later, on March 3rd, I received an email with one item line indicating that I was being refunded $5.00. There was no description of what the refund was for, nor was there any contact information whatsoever. That day, I sent a lengthy email through the contact page on the website explaining that I was unhappy that I had not been given options regarding the refund. That email never produced a response.
I had a feeling that the 391M shadow was not in stock. I guessed this because I had been waiting for it to appear in stock online since November of last year. I waited patiently to make this order and was excited when it appeared available on the 24th.
Worried that I would receive an incomplete shipment despite having paid the shipping charges on my order, I called the store at 855-672-7124 yesterday. I called 11 times throughout the day only for it to ring and end in a recording saying that the user had not set up their voicemail!!!
Today I received my incomplete shipment of the palette and 4 eyeshadows. Shoved into the box was a statement- with no contact information, with the 391M shadow item line crossed off in black marker. This is where I start to feel a bit offended. As an enthusiastic new Inglot customer, seeing this statement felt like a punch in the face. Apparently, your company has no problems with just crossing out its own mistake and pretending like I never ordered the item at all!
The issue I have here is not that I didn't receive the specific eyeshadow that, I can only guess, is not in stock, it is the total lack of communication about it. A responsible company would have contacted me, apologized for the inconvenience of not maintaining their inventory, and asked if they could suggest something similar or even just to backorder the item to ship at a later date! I would have been happy to pick something else had I been given the option. If there was nothing comparable, I would have been ok wth backordering the shadow. However, I am not happy and I am not ok with the fact that if I still want to purchase the shadow, I would have to fork over another $8 for shipping just because of your apathetic, inconsiderate staff. At a bare minimum, I would expect to be offered to have the missing item shipped to me with no additional shipping charges. I would like to get what I paid for- my order that included a single shipping charge.
It is truly a shame when a company that produces a quality product fails on a Business 101 level by displaying a complete disregard for the people who are funding its profit."
I did at least get an apology response within minutes with an offer to ship me 3 additional shadows of my choice as well as the missing one that I had previously ordered. I told him which ones I would like and he said he would send them out the next day. Fine. But that was a week and a half ago and I have no way to track this shipment and I have a feeling I will never receive this.
I just wanted to get that out there and hear your thoughts on this mess.
Thanks for listening (reading).