My Horrible Experience With L'Occitane
How L'Occitane Treat Their Customers
First of all, be ready to listen to some shocking facts and see how these big brand sell rubbish products, they decline your request to send you back the money, make you look like a fool and in the midst of a critical situation with their 'Valuable Customers', they decline the customer's complaints, come up with stupid gift hampers, give privilege to the customers to choose their favorite products in order to compensate and to shut customer's mouth and back out immediately. Humiliate a customer to the point when she has no other option to sue the company. I HAVE BEEN WRITING BLOG POSTS AND I WILL KEEP ON DOING SO UNLESS L'OCCITANE IS TRULY 'SORRY'.
Back to the topic...
Now Carefully Read My Experience with L'occitane
13th July 2015, on my first Anniversary I visited South City Mall with my husband and ended up in L'Occitane's shop while roaming around in the mall. Their products were so tempting! The salesperson kept on showing me different products and my urge to buy them kept on increasing.(Yes, I'm being very honest). I loved their Immortelle Serum and wanted to try out a sample before investing 4490/- on a product but the girl wouldn't give me any sample until I bought a product. So, I decided to buy a soap. Amongst all the soaps I saw, I decided to buy Cinnamon Orange Soap. I was so so so excited to receive 3 mini samples of serum and 4 samples of precious cream and promised the salesperson to come back in L'Occitane.
I came back home, excited about a small Anniversary celebration at home, cut the soap into half and gave the piece to my best friend and I used the other half in the shower. Oh God!! I wish I hadn't use the soap. It gave nasty rashes, red spot and extremely itchy skin. Damn!! I didn't want this on my first anniversary :-( I decided to give it another shot next day. EXACTLY the same happened. I immediately decided to let L'Occitane know about my experience and ask for the money refund and return the soap because I do not want to use the soap even on my Doggy and kitties ( I'm sure the animal lovers will understand my feelings). It's that horrible!!
Rashes, Red Spot And Itchy Skin
L'Occitane's NO-REGRET-NO-SHAME-NO-APOLOGY Attitude
Here comes my experience with customer care.........NO SOLUTION for a bad product's money refund.
I requested a 'manager call back' realizing that she is way too habituated with such complaints. The Manager called and to my utmost surprise, I didn't hear any genuine apology. The only thing she was concerned about that "They can not send my money. I'll have to visit the store personally and get the money refunded" when I requested her to send me the money refund at my doorstep being a sad victim of their terrible product.
I WANT ALL OF YOU TO KNOW THAT I NEVER HAD ANY PROBLEM WITH ANY COMPANY. WHEN I DIDN'T LIKE A PRODUCT, I DUMPED IT OR GAVE IT AWAY BUT THIS TIME IT WAS NOT THE PRODUCT ANYMORE BUT A SIMPLE YET VALUABLE THING CALLED 'ETHICS'.
The manager refused my simple request. I requested her boss to call me back because by that time, I got way too pissed off, hurt and angry.
OH My! I wish I never have spoken to that shameless lady. Though angry, I decided to speak with her very politely. When I explained the condition of my skin, she clearly thought that I might demand products from them as a compensation but believe me, all I ever wanted is a money back. She said "I really can not understand what you want. At this point all I can do is to give you contacts of doctors in your area and you can visit them and get the treatment yourself but we can't do anything about it". MAN, I WAS SO UTTERLY SHOCKED TO HEAR THAT. I WAS AMUSED BY HER AUDACITY AND THE NASTY TONE OF HER VOICE. I decided to put the phone down. Later that day I received a mail from her where she offered me a nice hand and a face massage.
Being a woman, I should have accepted the offer because we love being pampered. But remember, it was a pure fight on ethical ground. SO NO AMOUNT OF OFFERS COULD STOP ME FROM PROTESTING IT.
In the mean time, my bestie called and gave her terrible feedback about the soap. She also got red spots, rashes on all over her body and sounded as helpless, angry and annoyed like me.
I decided to complain about her misbehavior in the complaint board so I chatted with someone in UK. She gave me the email id where I could register my complaint. Since I couldn't take this humiliation and a very offensive statement by the Retail Manager, I decided to proceed with the case to see the END and emailed them about my whole experience.
The next day, on 15th July, I received a call from L'Occitane India and after apologizing end number of times, she came up with a solution and that's a COMPENSATION. As i wanted somebody to at least take the responsibility of the situation which she did but with a very subtle gesture of not acknowledging that there was a problem with the soap. She asked for bank account details to transfer the refund money for the soap. Then, she offered me something which blew our mind and I just couldn't be more grateful to her. She requested both me and my husband to visit the L'Occitane India online store and pick up the products of our choice. As I seriously couldn't believe her offer, I repeated her sentence that whether she is asking us to pick up products of our choice and to my utmost surprise SHE AGREED. I couldn't be happier. I gave her my utmost respect, good wishes and gratitude, thanked her many many many times. She ALSO asked me the fragrances of our choice and promised me to send the perfumes along with the serum which I absolutely LOVED.
My husband and I were so so so happy with the compensation. But out of their mass ranges of products, we controlled our greed (:-P) and sent her a small list of just 10 products where we could have asked for a lot more. I blessed L'Occitane and waited for her acknowledgement mail.
GUESS WHAT HAPPENED NEXT.............There comes the DENIAL. She replied to my mail saying that she NEVER offered such compensation!!! WOW. When we finally were grateful to L'Occitane, this has happened. Here's an excerpt from the email:
"We had discussed on our call yesterday that L'OCCITANE would curate a hamper for you which will also include a product that you requested. In the call, we had requested for your fragrance preferences; you suggested Sweet notes and your husband suggested spicy. Further to the discussion, L'OCCITANE has already curated a hamper for you which includes the fragrances as per your preferences for both you and your husband and the Immortelle Precious Youth Serum."
After promising SOMETHING over the phone, which was actually a REQUEST. WE NEVER WANTED A GIFT HAMPER NOR ANY PRODUCTS OF OUR CHOICE. ALL WE WANTED WAS TO SOMEONE FROM L'OCCITANE ACKNOWLEDGE THEIR MISTAKES, APOLOGIZE AND SEND BACK OUR MONEY. GIFT HAMPER WAS THEIR IDEA TO SHUT MY MOUTH WRAPPED UP IN A BEAUTIFUL COVER OF 'COMPENSATION'. Anyway, we received our refund money within 24 hours.
A Price For The Ones Who Dare To Protest
... And The Saga Continues ...
I'm sure anybody at this point will be highly disgraced, humiliated, annoyed and frustrated. Yes, I wasn't an exception either. I searched for Mr.Reinold Geiger, the CEO of L'Occitane to let him know my very first experience with his company. A business which took away years of his life, he totally dedicated himself into this, expanded it every single day and THIS IS WHAT HIS EMPLOYEES ARE DOING WITH HIS LOVING CUSTOMERS AND GOING AWAY FROM L'OCCITANE FOREVER!
I wrote an email to Resolver hoping that my emails will be read by Mr. Geiger but no hope. His employees have stopped me midway to reach him and people from UK complaint board has also come up bunch of lies which were conveyed by L'Occitane India. Its because of the Resolver, I'm hoping to get connected to Mr Reinold Geiger. I'm personally very pleased with Resolver. As seen on the 'Resolver', a complaint should reach the CEO within 21 days if it hasn't been resolved. And so far, it is exactly where it was.
On 22nd July, I received the most mind destroying, insulting gift hamper from L'Occitane and immediately gave it away to others because none of my family members would like to use them and believe it or not, people who I gave away the perfumes and the serum, NOBODY wanted to use the products after listening to experience.
Now, I have no other option but to take this matter to the court and we are all set to do it. We have taken many many initiatives to reach this message to the whole world AND writing this blog and many more blogs like hub pages etc, social networking sites like FACEBOOK, TWITTER, INSTAGRAM with relevant pictures, email data are parts of this initiative.
1) We have taken the nasty pictures of the affected areas.
2) We are sending the the soap to the lab for testing because if two people had the similar sort of experience with the same soap, there has to be something WRONG WITH THE SOAP ITSELF and the test result will be directly submitted in the court.
3) My husband has taken the pictures of the hamper and the products which they have sent as they have sent SAMPLES OF THE THREE PRODUCTS WHICH I ACTUALLY REQUESTED THEM TO SEND ME.
4) We are publishing the photos EVERYWHERE on the internet as nobody from L'Occitane could successfully solve the issue so far. I can not possibly keep the photos private any longer, while waiting to hear from the CEO.
THIS IS A FIGHT BETWEEN 'BEING UNETHICAL TO THE CUSTOMERS' AND 'ETHICS'.
L’Occitane Is Nowhere To Be Found
I am updating this hub to inform the general public that I had written two very important emails –to the L’Occitane Senior Management Team and L’Occitane’s CEO– the replies to which are still due from L’Occitane. It’s been a pretty long time –around thirty two days– and seems like they’ve disappeared and are nowhere to be found. Will they ever answer me?
After publishing the second post of my L'Occitane Protest blogger, I received an email from the senior management team of L’Occitane, where the sender of the email concealed his designation. The email contained five false claims which need clarification as these claims have no basis at all. The senior management team of L’Occitane have spun an unbelievable yarn. After putting in the audacity to make five false claims, the ending paragraph of the email shamelessly decreed:
“Given the circumstances we believe that we have acted with a high degree of professionalism and now consider the matter closed. We thank you for your interest in L’Occitane and look forward to a successful future together.”
I was shocked after reading the email. After putting in five false claims, they called themselves professional and then considered the matter closed on unduly grounds. Does L’Occitane really care about what customers have to say? I don’t think so.
All I wanted was that a clarification be sent of the five false claims put across in the email and how the matter was closed without a unanimous agreement. So, I replied:
“... In this due course of time that you took to contact me, I went on to the internet to investigate and research about L’Occitane product reviews, customer services and also what your fellow former employees had to say about the company and your management. A frequent response was that the senior management team is famous for dismissing cases...
...To prove and express myself better, I have taken out selected excerpts from your email where I do not agree with your claims.”
In my reply (dated 2nd August, 2015), I quoted their five false claims verbatim and requested a source/proof of each claim so that, their claims can be considered true. I also requested the sender to unveil his designation and questioned his authority in closing a matter without the consent and satisfaction of the customer.
In the meanwhile, on 7th August 2015, my case registered with Resolver UK, ended its first phase where 21 days given to the L’Occitane employees to resolve the issue came to an end. The next phase started where I had to escalate the issue to the CEO of L’Occitane. Resolver UK helped me by providing me with a format of writing the entire matter to the CEO. Following the regulations of Resolver UK, I wrote an email to the CEO of L’Occitane, Mr. Reinold Geiger.
Neither the senior management team nor the CEO has yet replied to my mails.
Chronology of Events
- 13th July 2015 - Purchase of L'Occitane Cinnamon Orange soap
- 14th July 2015 - First complaint raised with L'Occitane India
- 14th July 2015 - First complaint escalated to L'Occitane UK
- 17th July 2015 - First complaint raised to Resolver UK
- 18th July 2015 - First email sent to L'Occitane CEO Mr. Geiger
- 2nd August 2015 - Reply sent to The Senior Management Team
- 7th August 2015 - Second email sent to L'Occitane CEO Mr. Geiger
An Important Update, Disclaimer and Declaration
I, Debarati Sen Roy have patiently waited for 53 days, hoping that L'Occitane would accept their fault and would wisely come up with a solution. As L'Occitane has failed to co-operate, to compensate, to apologize, I assume that they are not open for any further communication hence, I AM CLOSING ALL THE CHANNELS OF COMMUNICATION WITH L'OCCITANE AND IF ANY PERSON BELONGING TO THE SAID COMPANY SENDS ME ANY EMAIL WHICH SOUNDS LIKE A LEGAL NOTICE, I WILL IMMEDIATELY RAISE A COMPLAINT AGAINST THAT PERSON TO THE RESPECTIVE AUTHORITY OF INDIA AND NECESSARY ACTIONS WILL BE TAKEN.
I, Debarati Sen Roy WOULD ALSO LIKE TO DECLARE THAT I WILL NOT ALLOW ANY EMPLOYEES FROM L'OCCITANE TO CALL, EMAIL OR SEND ME AN APOLOGY LETTER ANYMORE BECAUSE I HAVE PROVIDED THEM WITH MORE THAN ENOUGH TIME TO COME UP WITH A RESOLUTION.
I AM KEEPING A CHANNEL OPEN FOR THE NEXT 7 BUSINESS DAYS –till 17th September, 2015– WHICH IS ONLY VALID FOR THE CEO OF L'OCCITANE MR. REINOLD GEIGER. IF NO COMMUNICATION TAKES PLACE WITHIN THE NEXT 7 BUSINESS DAYS, I WILL CLOSE THE LAST CHANNEL OF COMMUNICATION TOO AND I WILL NOT BE HELD RESPONSIBLE FOR PUBLISHING OR DISCLOSING ANY TRUE, ACCURATE, AUTHENTIC AND/OR AUTHORIZED INFORMATION REGARDING L'OCCITANE AND I WILL NOT BE HELD RESPONSIBLE FOR ANY POSSIBLE DAMAGE OR LOSS THAT MIGHT FOLLOW AFTERWARDS. ALSO, I WILL NOT TAKE ANY RESPONSIBILITY FOR ANY COMPANY/ORGANIZATION/PERSON'S IMAGE OR REPUTATION FOR PUBLISHING ANY TRUE, ACCURATE, AUTHENTIC AND/OR AUTHORIZED REPORTS,PROOFS AND/OR DATA, IF AND IN CASE THOSE GET AFFECTED. I HAVE FOLLOWED THE RULES AND REGULATIONS OF INDIA'S CONSTITUTION AND LAWS WITH ACCURACY AND WILL FOLLOW THEM UNDER ANY GIVEN CIRCUMSTANCES.
My Location in Kolkata, West Bengal, India
Your Humble Guidance Needed
What do you think I should do with L'Occitane?
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