Back in April, you probably don’t remember, but I threw a fit on Twitter after receiving some exceptionally crappy customer service from Aveda.
Here’s the short story: A couple of years ago, my sister-in-law gave me an Aveda gift card for my birthday. I had it in my wallet, must have switched wallets at some point, and completely forgot about the gift card. In April, I found the wallet and the gift card and thought: Perfect timing! I need to get my hair did and so I can use the gift card towards the cost!
So I jumped on the computer to find the salon’s phone number. And then found out that they went out of business. So I called another Aveda salon and was told that they don’t accept gift cards from other Aveda salons…huh? I was then told to try to call Aveda headquarters to see what could be done to help me.
I called headquarters and spoke with someone who was very nice. She really was. However she basically told me (obviously not in these exact words) that I was screwed. Turns out that each Aveda salon is individually owned and operated. There were many customers in my same boat and Aveda (the real Aveda, not the individual salons) couldn’t possibly afford to give us all our money back or make another salon honor the card since they didn’t get the money for it. My only option? I could try to sue the owner of the individual salon that had went bankrupt.
Um, here are my issues with all of this:
1. What the hell kind of customer service is that? They wouldn’t honor half of the card’s value or even have something as a way to say sorry?
2. Every Aveda salon I’ve ever walked into looks the same, offers the same services and products, is all Aveda-branded…how would I as an everyday consumer have any idea that it wasn’t Aveda I was handing my money over to?
I very nicely told the headquarters lady what I thought, she again apologized but could do no more for me. So I told her I would go ahead and share my story with everybody on Twitter. She got nervous then, but I said goodbye and hung up.
And went to Twitter.
After ranting and raving for a few minutes, I was contacted by someone from Aveda on Twitter. Someone who was actually very helpful! She went out of her way to try to find a salon who would honor my card, and ensured me that she would make it right.
And she did! She ended up sending me a variety of Aveda products and I’m more than happy with the outcome.
Nope, Aveda is not paying me to say this. Nope, they didn’t ask me to share this with you. But I wanted to also make it right on my end after slamming them on Twitter.
Aveda is back in my good graces now, and I will continue to visit their salons and buy their products…and I would recommend that if you haven’t tried them out, you really should! Every time I use their products, I feel like I’m at a spa!
So Aveda, thank you for helping me, for your incredibly fast response to me on Twitter, and for your amazing Digital Community Manager who bent over backwards to help me. AK, I’m looking forward to meeting you at the Evo Conference next week!
Also…who is on your Free Pass list? My Free Pass List post was such a hit that people wanted a linky for it! Write about your Free Pass List and come link up this week!