Declining customer service
Declining customer service
I have been a loyal customer for years, buying my staples (cleanser, moisturiser, sunscreen) from them regularly and buying serums etc. Their customer service used to be great, but had gone severely downhill. First, no more samples with order, followed by no more free shipping but you can use reward points for it. But second, and most importantly, when I started developing a rash as a result of a product I had used for years, I tried to get in touch to find out if the ingredients had changed or there was a one-off fault, so I could figure out whether it was a one-off or I had developed an allergy. Unfortunately, not only did it take long to get replies but they did not answer the questions. I had to send reminder emails to ask whether they could answer my question. They suggested I would be refunded if I sent it back, but really what I wanted to know is whether I could purchase it again. No goodwill, and no help. Finally, in June they said no changes had been made to the ingredients, but as it still wasn't clear whether there was a one-off fault, I was unsure what to do. My first email went out in April, and their final response got to me in June. I did not purchase that product again.
Reply from Dermalogica
Thank you for taking the time to share your feedback, and we're truly sorry to hear about your recent experience. We always strive to provide excellent service, and it’s disappointing to hear we fell short in addressing your concerns promptly and thoroughly.
It sounds like we missed the mark in our communication about your product inquiry, and we understand how important it was for you to know about ingredient changes or any potential quality issues. We value your loyalty and regret that we didn’t provide the reassurance or support you needed, especially as a long-time customer. We’ve taken your feedback seriously and are working on improvements to avoid delays in future responses and to ensure customers' questions are fully answered.
If there’s anything we can do to help now with your product inquiry, please don’t hesitate to reach out to us again by emailing our consumer team on customerservice-consumer@dermalogica.co.uk. We would love the opportunity to make this right.
We also hear your thoughts on the recent updates to our rewards programme, and we apologise if it didn’t fully meet your expectations. We’re excited to share that we’re actively working on enhancements and will soon be launching new innovations to bring even more value and enjoyment to our loyal customers. Your feedback is invaluable in shaping these improvements, and we’re committed to making your experience with us as rewarding as possible. Stay tuned for some exciting updates ahead!
Thank you again for taking the time to share your experience with us.