The Nature’s Co: A Bad Customer Service Experience

Trust is like a broken mirror. Once it breaks it is difficult to put it back together. I know I’ve started off on a very serious note but it is important in this context of selling products close to the expiry date to customers.
 
A few days back I had a store review on The Nature’s Co and I had mentioned that the customer service was excellent. Guess what! It turned out sour later on. Read on to know why.
 
I usually visit the TNC store in Chennai to buy skincare products rather than shopping for them because I love the ambience of the store and I love the brand for the quality of the products. And one fine day I did the same and bought a shampoo and a conditioner. I did not check the expiry date on the conditioner because I knew the store manager and the SA very well (I will never make that mistake ever again of trusting SAs blindly!) and I don’t know what they thought or what was the intention behind this but they gave me a conditioner which expires in September. I understand if it’s something we use large quantities of like a body wash or something but I don’t think I can finish of conditioner in 4 months.
 
In the same week,  I decided to use the conditioner and was generally checking ingredients and the packaging and let me tell you, the bottle was damaged. So then it struck me to check the expiry date because it looked old and damaged and guess what??

There!! I got a shock of my life that she had sold me this one and didn’t even bother mentioning it.(And I was a fool to not check it in the store)!! So I tried calling the store but the phone was eiter switched off or busy. Its a 45 minute drive for me to go to the store and I didn’t want to go to the store directly till I got a confirmation that the product would be replaced and I could go only in the weekend so I wanted to inform the Store manager of the problem. And then I mailed a person at TNC and she replied back stating that this wasn’t a problem and asked me to use the conditioner everyday !! Her reply and I quote “
The expiry date is still 5 months away. If you are to be using the conditioner on a daily basis it wont even last you till then. Just because the expiry date is in september does no mean the product is bad, or not useable.”  Like helloooo!!! I know when to use conditioner and when not to! And since I bought it in May there are only 4 months left for the expiry date. I did not expect that reply and was totally taken aback and then I posted this on Facebook and tagged TNC also. And then scared that it will tarnish their image they said they have spoken to the Store manager here and I can get it exchanged. And then I got another mail stating that they will send it by courier.
I got the conditioner along with two gifts (it does not compensate for the unfriendly customer service!!! Trust me!). But the whole experience kind of made me think twice about the problems we face as consumers.  We pay for the products and expect quality, value for money and good customer service and companies better make customers as their first priority!!!
 
I’m not here to ruin anyone’s reputation or anything but I just thought I should share my experience with you all. I still use some of TNC products and I love them! (I will review them but I’m not sure of repurchasing them at the store or online anymore!) Please check all the details on the packaging and demand quality products because you pay for them!!
I haven’t opened the candle as yet. It came in like this 😛
Oh and yes! If any of you on who are my FB friends list are wondering where the post is I have changed the visibility settings of the post to “myself” since the PR of the company mailed me saying it was affecting their brand name and asked me to remove it.
Please be aware of what you buy and check if  the product is of good quality in terms of packaging and everything else is the least bit of advice I would give all of you and especially myself after this incident :) 
You may also like reading:  Press Release: Spread the love with these fabulous deals from TNC!
  • Bravo Deepika..u know what..I went to TNC to get a conditioner and faced the same situation.The SA told me that you have 4 months to finish it.As I have thick and long hair,no conditioner lasts me that long so I went ahead and got it.hated it though…good that u had the courage to point it out

    • thanks Preetha :) strangely the skincare products are great.. i love them .. but the haircare range doesn’t work for me :(
      And why is that quite a few of us are facing such a situation? because one of my friends also told me that she went through the same thing..

    • Even I love their skincare products Deepika..esp the face packs.nice to know another blogger based out of Chennai..would lov to meet u wen I come there..am from Chennai basically..:)

    • oh yay!that would be great!! let me know when you are here.. we will meet up for sure 😀

  • tht was such a lame reply! apply conditioner everyday is she mad? I always check the expiry date whatever I buy! From healthkart they sent me a blush which was going to expire in two months, i mailed, they gave store credits and with tht store credit i bought anther blush which arrived totally broken :(

    • ya i know :( i always do but somehow it slipped my mind that time :( a lesson well learnt..
      Healthkart???? Seriously!! Terrible! Did you tell them that the blush was broken? and which brand was it?

    • I got faces blush which was going to expire in two months and ordered n received broken lakme bluh peach affair, no i didnt mail them, after tht, i am sick now of such service,

    • how careless of them!! i hardly shopping online due to all these issues :(

  • I commend your bravery Deepika. At whatever turn, be it violence or inappropriate behaviour, you MUST speak out. I’ve got your back, girl, let’s see them try any nonsense with you and they’ve had it.

    • 😀 with you around i have nothing to worry about <3

  • :-/ insane this is.. the conditioner looks like someone murdered it :))

    • seriously!! RIP to the conditioner 😛 I’m wondering how I was so blind at the store 😛

  • Customer service has been a put off in many well known stores and brands these days, I usually complain and tell them they don’t know how to treat their customers right and we are paying hard earned money to buy products which are expiring in a few months!! it’s ridiculous. I tell them to step into our shoes if they don’t have any common sense. sometimes they just don’t get it. Anyway their loss, if they don’t pull up their socks there will be competitors who are way better and service customers well.

    • I dont understand why they spoil their reputation knowingly. I remember reading a post of yours on how the SA tried seeling you a tester.. pathetic :/

    • You remember perfectly well, my only glitch in shopping in Chennai, otherwise I had such a great time there. If brands would just give the customers what they pay for!!!!!!

    • i agree! something has or rather need to be done by companies to pull up their standards and customer service!!

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    • I had no idea it was this horrible.. although it is the case in the inglot store in chennai.. so i prefer shopping online for inglot stuff :/
      And i agree with the “irritating the customers” issue. They don’t realize they are losing out on potential customers. Consumers have no value nowadays. The amount of time and money they put into advertising and publicizing all goes down the drain due to bad customer service which should actually be the top priority.

    • Exactly! On the contrary Inglot store here on Kolkata is super friendly. Even if you just want to take a look, they would happily assist you finding the shades etc. The Body Shop in the same mall is very good as well that’s why I hop in there rather than checking out TNC store

    • i havent been to the TBS store quite often as the TNC store.. For me Lush and TNC skincare products work wonders although I might as well give TBS a try and also stick to Lush now..

  • This is just too bad. The compensation is alright, but what happens to people who don;t have the time to go over the internet or doesn’t have a beauty network?
    Even here in Kolkata, I don;t really like stepping inside the store, the SA’s just breath on the neck and there’s no scope to check out the products etc. I understand that there are plenty of shoplifting etc. in the stores, but they should increase the vigilance in some other way rather than irritating the customers.
    Oh, another thing, unless the customer is too well-dressed, they don’t feel like getting friendly. If you feel like dropping on your neighborhood mall ( the mall is quite near my place) and had no time to be the miss prim, it doesn;t matter that you pay to purchase the product, you cannot expect a good service.

    I am glad that you came up with this. Really dear

  • a gud lesson for me to always check expiry dates whether im in loccitane or TBs or any other high end store….thanks for this post!!

    http://sushmita-smile.blogspot.in/

    • not only high end stores.. from a small grocery store to all the so called “brand” store outlets it is important to check the packaging and the expiry date :)

  • hey Deepika…frankly, I won’t blame them for selling u a product which has 4 months of expiry still left!!! its a very common thing. no, I am not siding with them. its just that they will sell the products until the last day of expiry and sometimes even afterwards. it happened with me in lush n TBS as well. and, their answer also doesn’t surprise me coz they are bound to give such replies but this is bad that they expect u to take down the bad things they said just coz it was tarnishing their image!!! they have no right to expect that and frankly speaking you shouldn’t have done that!!! good that you did the post :)

    • But Swati atleast only a few people have access to my fb profile page but over here everyone will get to see what i went through :)
      But it isn’t fair right? I mean if it is a bodywash or something I would use on an everyday basis then it is fine. But a conditioner is not something I would use everyday. It is pretty sad..

    • haha…that’s true but that’s not how they think na!!! ya, I am completely with you on posting about such experiences. sometimes its just that people have bad experiences and don’t posts about it. I remember that after Jabong had fiasco with Tapaswini, they stayed calm for a while and later on, they again approached the bloggers for reviews!!! guess what, they even wanted me to do a sponsored review for them!!! I really wish there was transparency with these brands and websites.

    • hmmm.. ive been approached by them too to review the site.. im currently doing my bit of research on the site.. whatever it is ill be honest in my opinion and there is no doubt about that.. i remember the fiasco Taps had.. really sad.. but it is important for us to do posts on bad experiences so that others know..