I would like some opinions on what to do about Yves Rocher, if anything!

[vieprivee]

I am wondering if I am out of line to be fairly upset with Yves Rocher or if I am just over-reacting since things in my life have really been pretty rotten lately. I have been a customer of Yves Rocher for twelve years now, have introduced many people to their wonderful productes over the years, and have always said how wonderful their products were online and off. I have also felt that they have had great customer service over the years but it seems to have gone downhill over the past two or three years.

So let me get to the point and stop rambling. I snail-mailed an order to YR on January 21st, the day I got their new 2003 Green Book. When my credit card had not been charged by Thursday, February 6th, 2 1/2 weeks after I mailed in my order, I began to think that the USPS lost my order and YR never received it. I called the toll-free number on 2/6 to see what was going on but I was on hold for over a half hour so I hung up and decided to email them instead. I emailed YR early in the day on Thursday, February 6th, explaining my concerns and asking that they get back to me asap, being that a lot of the products I ordered were Valentine's gifts and I was concerned that they would not arrive on time, if at all! I JUST GOT A RESPONSE from them via email, almost FIVE full business days after my initial email. (BTW, I tried calling two more times, was on hold for at least 20 minutes each time and had to hang up..I also sent another email yesterday expressing my dismay and concerns,..a nice email, but to the point) Their response email was very matter-of-fact and basically said the following:

With reference to your inquiry, we wish to inform you that your order
in the amount of $54.60 was shipped on 02/11/03. You should receive your
order within ten business days.

It did not say much else(did not address my concerns or explain the delay) and I AM OBVIOUSLY not going to get my order by Valentine's Day!


THIS MEANS that It will be well over a month from the time I mailed the order until the time I receive the package. I THINK THIS IS FAR TOO LONG, has never taken over 2 weeks in the past!

So here are my questions:

1) Should I write to Yves Rocher expressing my dismay in the length of time it is taking to receive my order? I would also tell them that I was depending on this order for Valentine gifts and I thought that allowing 24 days for receipt of my package would be enough....I just feel that this is a truly unprofessional way to treat a long-time, loyal customer!!

2) Do you think that my expectations are unreasonable? Was I expecting too much to think the order would get here on time?


THANKS for reading this long-winded post. PLEASE let me know what you think! I TRULY value your opinions!!!


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[LocaChica]

Originally posted by vieprivee


1) Should I write to Yves Rocher expressing my dismay in the length of time it is taking to receive my order?

2) Do you think that my expectations are unreasonable? Was I expecting too much to think the order would get here on time?

1. Yes. It never hurts to let them know what you think about their service, good or bad. You've been a customer for 12 years! That should count for something. I hope they try to make it up to you somehow.

2. No and no. I don't think you're being unreasonable. As you said, in all your 12 years of buying from them, they've never taken longer than 2 weeks to send your order (or did it not take longer than 2 weeks for you to RECEIVE your order?). In any case, I think it was natural for you to assume this order would be no different.

Good luck. I'm sorry you won't get your stuff on time.


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[vieprivee]

Thanks for your comments. Guess it would not hurt to write! And to answer your question, it has never taken more than two weeks from the time I mailed any order until the time I received it. I always thought YR was reasonably fast..NOT NOW!

THANKS AGAIN!

[Mouse7088]

You're more patient than me...I definitely would not just let this go. I ordered 2 memory modules last Monday...7 days later my order still showed as pending, it was to be SHIPPED w/ in 24 hours. I called them up, she told me it was actually going out the same day (Monday), I said thanks and you'll be refunding my shipping cost correct? "Well Ma'am.."....don't want to go there babe, you'll be refunding my shipping charges right? Yes Ma'am.
LOL! I'm NORMALLY not so blunt, but I had really been counting on getting these modules installed..I received them today Have you always ordered via snail mail? If so and this is NOT ordinary, I would press for some sort of reimbursement since you made they order well ahead of time to use as V gifts. JMO of course


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[vieprivee]

WOW, I guess I really am NOT out of line here..didn't think so but I wanted some feedback. I WILL EMAIL THEM asap........


I usually order via snailmail because I get GREAT offers from YR mailed to me and they can only be redeemed through the mail(enclose the coupons, etc). Of course I have been with them for 12 years and that is well before I was online, been online 7 years but they have not even been online that long. I have ordered online a few times from YR, but only for VERY special offers..I just about always snailmail orders because I do so much better price-wise that way.

THANKS SO MUCH for your feedback!!! You are appreciated!!!!


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[vieprivee]

Well, I guess I am not alone......two thoughtful DOD members emailed me with similar problems!

I DID write a letter to YR, a polite letter but to the point..and I DID ask for compensation, Mouse7088! THANKS for the idea!

WHAT IS HAPPENING TO YVES ROCHER? Another company that had great Customer Service now has horrible Customer Service? SO SAD when this happens!

THANK again for your feedback! You Guys and Gals are THE BEST!


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[sblme28]

I agree vie...hey that rhymes...you SHOULD be compensated...

your such a sweetie...very concerned of others...that's so nice. but, you shouldn't let them treat a loyal customer like yourself so poorly...I would ask for compensation also...

let us know how it goes...


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[Mouse7088]

Yes please do let us know how this works out....I've thought about ordering from them before (via catalog, snail mail) and knowing how they handle this particular situation helps myself and many others reading the boards on deciding if we really want to go through w/ a purchase. I REALLY hope this works out for you tho, a satisfied customer of 12 years says a lot about a company...free advertising to boot.


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[vieprivee]

I really appreciate your support and advice here! I will tell everyone here at DOD what happens.

It makes me so sad that a company I LOVED and REALLY supported and recommended to so many seems to have gone by the wayside. I DO HOPE that they realize that I was treated poorly and compensate me. Time will tell!

AGAIN many thanks to the DOD members that helped me out and, sblme28, thanks for the compliment but it makes me blush


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[sblme28]

well its true silly!

[jsalba]

I say

RAISE ****!!!!!

You have every right.

[3tbear]

If it were me and I had ordered from them I would have written them a nice letter stating that I ordered in plenty of time, and needed the gifts for Valentines Day, but received them after that date, was unable to give the gifts to family and friends and was very disappointed in the service I received after having been a loyal customer for 12 years.


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[vieprivee]

I received this email yesterday, VERY FAST response! Here it is....

Dear Ms ,
We wish to thank you for your valuable comments. Rest assured that we
appreciate and take into consideration all of our customers' comments.
We have forwarded yours to our
Marketing department for consideration. Because of the close contact we
maintain with our loyal customers, we are able to make changes and
improvements to better meet their needs.

To compensate for the problems you have encountered, we would like to
offer you the product of your choice with our compliments. Simply
provide us with your choice and we will
process your request immediately.

We sincerely regret any inconvenience this problem may have caused, and we thank you for bringing the matter to our attention.

Thank you for your interest in Yves Rocher products.

Best Regards
__________________________________________________

I REALLY didn't expect such a timely response nor did I think that they would really compensate me. BUT I AM PLEASANTLY SURPRISED! NOW I need to find a fragrance that I want to try since they have discontinued the scent I ADORED, vieprivee!

My faith in Yves Rocher has been restored but I WILL ASK WHY THERE WAS SUCH A DELAY with my order when I request my free product! I surely don't want to be disappointed again!!!

I want to thank everyone here on DOD for their sound advice! Because of all your comments I now get a free product!!!

THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU!!!!!!!!!


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[Mouse7088]

Yeeeaaaaaaa! Now I hope you never have to chose another free product...LOL! I definitely prefer timely service over compensation any ole day! Gotta give'em credit tho for "takin' care of business." COOL BEANZ!


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[vieprivee]

or at least I THINK that they have! I still have not received my package but it is only 4 business days and they said TEN business days, but I ordered my free product today! Here is the letter I sent Yves Rocher:

Dear Yves Rocher,
I thank you for your kind and prompt response. I also thank you for forwarding my complaint to the marketing department as I hope this will keep someone else from being disappointed as I have been. The order still has not arrived, hopefully it will be here soon.
In the meantime I DO SO APPRECIATE your offering me a free product of my choice. Being that my beloved vieprivee is a fragrance you no longer carry, I would like to try another scent. SO I choose for my free product Neblina
1.7 fl.oz
#02171
THANK YOU SO MUCH and I do hope that my original order arrives soon, as does my free item.
Only one more question for you. DO you have any idea as to why it appears that my order will take a full month to arrive(from the time I mailed my order until the time it arrives at my door)? IS THIS UNUSUAL as I never experienced such a long delay before!?

Again, Many thanks!
----------------------------------------------------------------------


SOOOOOOOOOOOOOOOOOOOO if you are considering buying from this company GO RIGHT AHEAD AND DO SO! It seems that they right their wrongs!!!



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