derma e

Please accept our sincerest apologies for failing to respond in a timely manner to
your $rebate submissionWe share in your frustration, as we are deeply dissappointed in ourselves for letting you downWe assure you that we are doing everything possible to determine how we missed your multiple attempts to contact usWe believe it may be a result of our recent office move, as forwarded mail appears to be taking weeks to arrive at our new locationWe highly value your patronage and will make every effort to make things rightIn addition to mailing your $rebate to the address you provided, we would also like to offer you a FREE full size product of your choicePlease call *** *** directly at ###-###-#### to accept this offerMs***, we truly appreciate your feedback and continued loyaltyIf you have any further questions or concerns, please do not hesitate to let us knowSincerely,
*** ***
Customer Service Manager

Review: Despite supporting Derma-e by purchasing their products, they have subjected me to poor treatment and contempt. This unsatisfactory situation developed due to Derma-es unresponsiveness to a $3.00 rebate. Yes, a measly $3.00 rebate. They have lost a loyal customer and the potential referrals I could have provided over $3.00. In October 2014, I purchased two jars of derma-e facial scrubs at a cost of $19.80 each ($39.60). A rebate form was included in each jar. However, I believe there is a limit of 1 rebate per household.I submitted my rebate form prior to the expiration date. Included with my rebate form was the upc code from the packaging, and, my receipt, as required. The rebate form indicated I should receive the refund within 3-5 weeks. The deadline for receiving the rebate was around the middle of February 2015. I NEVER received my rebate. On February 28, 2015, I sent a letter of inquiry to their Simi Valley mailing address. Unfortunately, that letter failed to generate a response. On March 31, 2015, I visited derma-es website and completed their online contact form. According to my records, my email inquiry went to the following email address: [email protected]. Similar to my previous unsuccessful attempts, Derma-e has acted in bad faith, by refusing to take me seriously. They have not responded.However, as a matter of principle, even if it was a $1.00 rebate, the decent thing to do is to honor it. A public relations dilemma exists when businesses forget that customers pay their bills. That I have been consistently ignored is very troubling. I have a choice of online retailers from which to choose, and, I will exercise that option in the future. Derma-e has demonstrated that they do not value or appreciate my business. Hopefully, Revdex.com can assist with getting this matter addressed since I was unable to do it on my own. Revdex.com, I appreciate your help in this frustrating matter.Desired Settlement: As a matter of professional courtesy, the business should honor the rebate.

Business

Response:

Please accept our sincerest apologies for failing to respond in a timely manner to your $3.00 rebate submission. We share in your frustration, as we are deeply dissappointed in ourselves for letting you down. We assure you that we are doing everything possible to determine how we missed your multiple attempts to contact us. We believe it may be a result of our recent office move, as forwarded mail appears to be taking weeks to arrive at our new location.We highly value your patronage and will make every effort to make things right. In addition to mailing your $3.00 rebate to the address you provided, we would also like to offer you a FREE full size product of your choice. Please call [redacted] directly at ###-###-#### to accept this offer.Ms. [redacted], we truly appreciate your feedback and continued loyalty. If you have any further questions or concerns, please do not hesitate to let us know.Sincerely,[redacted]Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10566923, and find that this resolution is satisfactory to me.

However, it is sad that we have instances where a customer desperately reached out to a business BOTH by email AND regular mail, over a TOW-MONTH PERIOD to NO avail. This is precisely the kind of conduct that ALIENATE loyal customers. I will be in contact with the author of the response, as requested. Revdex.com, many thanks for your attention and efforts regarding this situation.

Regards,