So, I debated writing this email because I don’t want anger to dictate my actions.
I don’t own a business but I would imagine that customer service is of utmost importance. I personally prefer to shop with companies that treat their customers with respect and dignity.
I’ve been shopping with a Paparazzi consultant for a while now and I’ve never had an issue until I received a hinge bracelet that in my opinion was defective. One side of the hinge overlapped the other, one end was literally sitting on top of the other. I was not able to open the hinge. Believe me, I tried.
I contacted the consultant and she immediately told me oh you can open that. I told her I tried but I couldn’t open it and did not want to force it and risk breaking it. She told me to return it which I did.
Her response was a bit of a shock to me. I did not expect such a condescending attitude. I was made to feel like I was stupid for not being able to open the hinge. Her billingshipping person was just as bad. He sent me a video of how easily he was able to open the hinge. His exact words were i can open it with one hand actually. We’ll refund you the $5 BUT it clearly opens up.
I was floored. Is that typical Paparazzi customer service? This person has over 400 viewers per live. So, it’s not like the $5 refund is going to break the bank for her. Or was she insulted that I returned the item? When you mass produce not ever item is perfect. Some will get damaged. It happens. Whatever the reason, if a customer complains a consultant should listen, respond accordingly and above all make the customer feel satisfied.
It may not seem like a big deal to some but I don’t like being treated like I’m dumb because I’m not. And to be honest, I don’t have proof that the hinge in the video is the hinge I returned. It didn’t look like it. The ends were perfectly aligned and the hinge opened easily. That’s not the experience I had with the hinge I received.
My point in even writing this email is to just have my voice heard. That whole exchange was not good, throughout the whole ordeal it was like I don’t know why you can’t open it, I opened with one hand easily. I’m not an idiot and I resent being treated as such. Training on customer service should be revised and implemented if this is how customers who spend a lot of money on live shows are treated.
Needless to say I no longer watch her lives and unfollowed her page. It probably won’t hurt her because she has a lot of viewers but I had to speak out. Action will probably not be taken because she is a high ranking consultant in your company but I believe in calling out bad behavior no matter who it comes from and I would expect a company like yours to do the same.
Thank you for your time,
You should really stress to your consultants especially the higher ranked ones how important customer service is. It's because of the customers that they can even make a living selling this jewelry. It's not recommended to belittle that customer with a condescending attitude. It will cause them to lose valuable customers. I for one don't follow this person or shop with her anymore.