A week or two ago, I purchased a number of items from Pak Cosmetics online, which sells all kinds of Afro Hair Care/Extension/Weave/Make Up products (they just sell a ton of stuff basically).
I was all excited and rather impressed to begin with…everything seemed great, they even called me up on a Sunday to tell me something was out of stock and to pick an alternative.
Then the order arrived. A few old looking jars of hair conditioner and then this – a Queen Helene Egg Yolk Face Mask that I ordered. It had hardened in the tub:
So no big problem, they were so helpful before. I sent an email right away to let them know their face mask was hard and waited (they were very prompt before) but heard nothing.
I emailed again, with a photograph attached to show that the face mask was dry. I requested a replacement or refund.
The product is coming around from the edge – clearly it’s solid!
Still I heard nothing. Then, I called up Pak Cosmetics, pointed out an email had been sent with a photograph and they promised to email back with the result. Result?! The result is clear: REFUND or REPLACE!So finally I got an email from them, based on the phone call that was made.
Their response was:
Please note that this product comes like this, because it is a face mask and it has a thick texture like a thick paste. The product is fine as I have checked with the management. Please use it with confidence. If you have any further questions, please do not hesitate to ask.
I immediately replied and said (nicely) it was NOT fine – because the product is solid. It isn’t thick, it’s SOLID. How do I use something that’s solid?
So again I phoned up. This time the stuffy guy said that the matter had been “forwarded to the correct department” to look into. And that was all that could be said.
I’m thinking, what department? I didn’t understand what the complication was!
1. Your item is faulty, it’s dry and old – god knows why so:
a. Refund it or
b. Replace it
There is no other conclusion to be raised, because these are the facts!
So I threw a formal letter their way – (a great list of complaint letter templates here), sure enough I got 3 phone calls (I was out and about in London and missed all of them) and an email, then a refund. Done.
Nevertheless, I can’t help but be so annoyed that they made such a simple matter complicated.
Would I shop with Pak Cosmetics again?
Nope. This was a really lame thing to do. Plus I wasn’t that keen on the other items I got (will review later) but there you go, as George Bush said, Fool Me Once…