Product Type: Montagne Jeunesse hair care products
Newest Review: ... 'offline' any more). The sachet is split vertically into two sections one containing about 17ml of vitamin and essential oil enriched ha... more
NO CUSTOMER SERVICE
Montagne Jeunesse Moisture Miracle
Member Name: bettyboopy
Montagne Jeunesse Moisture Miracle
Date: 15/05/07, updated on 27/05/07 (197 review reads)
Advantages: great products, provided you dont have a problem
Disadvantages: no help on faulty products
I have a full packet of this product sat in front of me. (the pink grapefruit one)
I bought 3 packets of this product back in february.
I followed the instructions perfectly with the first packet. Within 2 hours my hair was dry, coarse, and brittle and a huge mess.
I picked up the packet again and re-read the instructions. If you look ar the packet on the picture with this review you will see the packet is divided up into 2 sections down the middle. In one half of the packet there is a serum, in the other half a "frizz miracle", labelled as stage one and two. In the packet above stage one is the blue side and stage 2 is the orange.
To my horror i looked at the packet in my hand at the time and realised it had been labelled the wrong way round on the back of the packet where the instructions were. I had used the stages the wrong way round because a mistake had been made on the packaging.
I checked my other 2 packets. One was wrong and the other was labelled right.
I emailed the customer service department along with photographs of the packs (one correct packet and one incorrect), so they could see the mistake, and it can get quite confusing explaining it all without a visual!
The next day i had a reply from them, which told me i would be contacted within 2 weeks and a solution would of been drawn up by then.
Unfortunatly it was an automated email as they failed to enter my name on it. The beginning of the reply read :
Dear (advisor enter customers name here), we are so to hear.... blah blah blah
and ended with:
Thankyou for your comments, (advisor enter customers name here), Montagne jeunesse.
They had forgotten to fill in my name!!!!!!!!!
It is now May 15th and considering they were contacting me in 2 weeks time, and i have recieved nothing else or no contact from them they clearly couldnt care less, as their reply is 2 months late.
I find the whole of this customer service effort disgraceful, and the obviously couldnt care less about their customers so long as they get money in their pockets.
Montagne jeunesse products are great so long as you dont have any problems, otherwise no service worth calling a service is offered.
The products they make i find do work,especially the hair products. I used the packet that was labelled correctly and it made a huge difference to the condition of my hair (for the better this time!)
Since writing the first part of this review, I rang head office for Montagne Juenesse, and explained the while situation. I spoke to a lady from customer services who was very pleasant. She said that they were waiting for me to email them again before they took action --- So if any of you have a problem with this company, it seems their policy is that you have to contact them twice before they take any action!!!!
So what did they do for me?
The lady took the batch number from the faulty packet from me over the phone, and as soon as she checked it she said they had recieved numerous complaints about this product and that is was a production line fault and had been packaged incorrectly. She admitted the company was fully resposible and that they would send me a packet of 12 free products as an apology. I put the phone, satisfied that they had finally sorted the problem.
What happened next?
Two days later a packet appeared for me in the post containing the promised 12 complimentary products. Their sachets usually cost at retail price 99p each so I had around £12.00 worth of products free.
This seemed very generous, untill I looked at the final 2 packets. They were the original product that I complained about, and guess what? Yes, thats right, they had sent me 2 more faulty products, same packets, same batch number, same fault that I had complained about in the first place. Obviously the complany had numerous complaints about this packaging fault, as the customer service assistant said so, yet they havent withdrawn any. This product is not usable as there are no ways to tell which is the first step, and which is the second to use. So, I have 10 complimentary products to use instead of 12. So all is not lost, but its a shame that they fail to realise they will only lose custom if their customer service policies stay the same.
Not replying untill you contact them twice, and then sending the very product you complain about back to you as an apology, in my book is not good at all.
I am yet to use my free samples, and dont know if I should. What would happen if I have a problem with one of them?
Summary: NO CUSTOMER SERVICE