When businesses lack customer service

I’m not one to judge. We all have issues going on in our lives and unfortunately, life DOES get in the way of our most passionate hobbies, hanging with friends and even focusing on academics. However, I do believe that taking on a business/job/lifestyle does require commitment and consistency.

So here’s my story on a business that took 3 months and 21 days to send me my small package of 2 lip glosses. This story isn’t about how awful the business is because truly, I wouldn’t have minded the wait IF there was customer service involved.

Heres the break down:

I ordered my package from Oalika Cosmetics on August 19th. I received an immediate email regarding the order number which comes automatically with any purchase. On August 24th, I became concerned because I still hadn’t received my processing email or tracking number for UPS!

What did I do? I emailed Oalika Cosmetics with the email they provide us if we have any questions (like any other concerned customer). I wrote I was beauty journalist who was thrilled to try their cosmetics and write a review on my platform for PBC Mag.

11 days later and no response. So I decided to re-send my email! Keeping myself optimistic because I was aware Oalika Cosmetics is a small, emerging beauty business with only 11.6k followers on Twitter and 1,440 followers on Instagram. Small businesses are usually under the most stress. Entrepreneurs taking a leap of faith to build their own empire, I’ll give them that; it’s not a walk in the park!

Sadly enough, I still didn’t receive a response. So I took it to the one place they HAVE to answer me to avoid public embarrassment, Twitter. And what happened? They finally decided to answer me.

Below are my screenshots that I kept with Oalika Cosmetics, via Twitter DM’s. I slowly became frustrated because I thought this was a legit company, not a company who will ignore your emails but answer you via Twitter. Please look at the dates between all these messages, you’ll see they don’t reply for weeks at a time. *Disclaimer, my conversation with Oalika Cosmetics was hostile and I’ll own up to it. But there comes a point when you’re the owner of a business, stealing customers’ money and acting as if they’re nonexistent.

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Yes, I even decided to threaten with legal action. Moral of the story: if they don’t care, they truly don’t care.

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I decided not to publish with my newspaper, they don’t need the recognition.

 

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Oalika didn’t document me with any proof. And I’m not going to believe that when I’m being blatantly ignored for a reason. 

 

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Yes unfortunately, I’m the one saying thank you

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Meanwhile during this one way conversation, Oalika Cosmetics was tweeting about new, upcoming launches and retweeting pictures of women who had been flaunting their products. My problem with that is you can’t be investing in more products if you’re not even focusing on your current issues. That goes against any value in business. If you don’t treat your customers right, why should anyone care about your new launches? 

I was constantly tweeting at Oalika Cosmetics, I even took it to Instagram. And I guess once they noticed I took my problem to another social media platform, they decided to actually talk to me again.

At this point, I just wanted my money back. At the end of the day, it’s not about buying the best of the best, it’s about purchasing and supporting businesses that actually care about you. I had one goal with Oalika Cosmetics, to help their business with my platform by writing a review and possibly a mini-tutorial.

During September, they told me their policy states they don’t do refunds until 35 days of placing your order. I begged them for three months and 21 days (82 DAYS) to give me a refund. On October 28th, they decided to change their rules and say NO REFUNDS. I was furious. Who wouldn’t be?

Strangely, I wasn’t the only one involved in this. Julie, aka @jujubeanbeauty on Twitter reached out to me with the same issue she was facing with Oalika. As a makeup enthusiast, trying out products comes with exploring new businesses. After receiving no response from the company about a color change for her order, she started to become skeptical (like anyone else would too!) Julie recently updated me saying,

“I don’t even care about my money anymore, this is too tiring. I disputed it with my bank and I got credit for it. I don’t know what they’re gonna do to get their money from Oalika.”

If you needed to hear it from another person, there’s your witness. Or better yet, there have been hate accounts in Oalika’s name for their delays and lack of customer service. Please look it up, I’m not lying!

This isn’t meant to be seen as a bashing article. If that’s the case, you don’t take critique well. I wouldn’t have minded the wait if I knew there was going to be a wait. That’s my point. That is where the customer service is lacking. Oalika Cosmetics never told me they were going to fix the issue, when it would be done or any other reassuring response.   They simply ignored my DM’s and emails for weeks at a time and continued to glorify their newest products as if they had any room to do so.

That is why they won’t be getting any product recognition on my site. Their products are beautiful and chic, I won’t lie on that. If you saw the packaging and the products, you would be tempted to buy them because you saw pictures of them from my site. But that’s not my purpose for this article. Oalika Cosmetics does not deserve more customers because of the help from my site. I tried doing that once and they rejected me in the most unprofessional way possible. 

Regardless, every emerging business will have its challenges. If you do happen to fall upon their website and fall in love with a gloss, by all means, go ahead and purchase it! Instead of me telling you to screw them and block them on social media, I’m advising you that your products will not come in 2 weeks or even one month. Fortunately, mine came in the mail 3 months and 21 days later. I was also given a loose-glitter pigment and a third gloss; I’m assuming to compensate for the wait.

And if Oalika Cosmetics is reading this, your business has room to improve. Every business has room to improve. There’s nothing wrong with that. That’s the beauty of owning your business, accepting its flaws AND working towards its goals.

As a beauty journalist, it’s my duty to inform my readers what goes on in such businesses, good or bad.

xoxo

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