Dear Meaningful Beauty Supervisor Cathy (or Kathy),
Please find enclosed two complete Cindy Crawford Meaningful Beauty packages.
We are requesting a refund for both of these packages. One of your supervisors said we could not return the packages because they were shipped more than 60 days ago.
The return form included in your packaging does not indicate any time restrictions on returns, nor does it refer to any return policy.
One of the packages was received only 69 days ago, but is completely intact and unopened. I do see on your web site that you have an unconditional money-back guarantee for 60 days, as long as just the CONTAINERS are returned. WE ARE RETURNING A COMPLETE AND UNOPENED PACKAGE. We see no reason why the completely sealed package cannot be returned for a full refund after 69 days. [continued below]....
We had to open one of the shipping boxes to get a list of the products in order to fill out the return merchandise form. (There was no packing slip). These products are also unused, but fall under the 60 day money back guarantee anyway.
Furthermore, I regret to report an extremely unpleasant exchange with one of your supervisors, "Shawn," concerning this issue. Shawn's employee number is 2127876. Shawn was condescending and rude, first to my wife, [omitted], and then to me. My wife was trying to reason with him to authorize an RMA on the 69-day shipment, explaining that she had ordered the subscription while in the hospital, and during her subsequent convalescence had not had the facilities required to manage the return in a timely fashion.
Shawn said he was unwilling to make an exception. My wife then asked to contact his supervisor, Shawn's approach was to interrupt her, speculating that my wife feels she is always entitled to special treatment.
After she had been brought to tears and handed the phone to me, when I began the call, I said, "This is [name]'s husband." After an initial pause, Shawn's very first word "yes??" was presented with a gratuitously emphasised and insolent tone. I requested to speak with his supervisor. At first he claimed he did not have a supervisor. I informed him that I was perfectly aware that he has a supervisor. He proceeded to speak with me very rudely, and continued to refuse to provide us with information for contacting you.
I also am a supervisor in a customer service industry. I have received many calls from angry, frustrated, and even irrational customers who want refunds. It is very difficult to defend a written policy on the phone. However, I know that a good supervisor can always remain calm, courteous, and polite, whereas Shawn was agitated, impatient, beyond unsympathetic ... downright insulting. Furthermore, I am perfectly aware that exceptions can always be made, and appeals for an exception can always be escalated. Sometimes, a supervisor is instructed to never make exceptions over the phone, and to suggest the customer make a written request. At any point, the request may be denied. At some point, the attempt to contact may be ignored. I certainly hope that that is not the case here. In any case, "Shawn 2127876" certainly has an inflated sense of authority and precognition, deflecting and initially refusing our request for escalation by predicting an identical response on your part.
Perhaps Shawn was just stressed out today. Perhaps he is not suited to be a customer service supervisor, having a history of rude interactions. Still, at this point, we believe our request for a refund for unopened products can be satisfied, especially since we have returned the packages to you and you can now see them being in pristine condition.
On that basis, you have our pledge to update our submission to RipOffReport.com, where the entire content of this letter can be found as of today. When you reply to this correspondence, we will indicate your response on the web site, and when we receive our refund(s), we will also update our report accordingly.
Allow me to re-summarize the details of our return:
* We are returning complete, unopened products in pristine condition.
* Your return form does not indicate any time limit on returns.
* Your return form does not provide any reference to any return terms.
* Please confirm that our account has been closed.