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2015-09-11
1/5
"Where Did The Yves Rocher I Know Go? I purchased my first product from Yves Rosher in 1997, and since then—wherever I lived—I've always enjoyed products and the way they handled customer service issues. I have been a strong and enthusiastic advocate of this company, have always spoken highly of them, and referred many of my friends to them. But my image of and attitude toward Yves Rocher company drastically changed after I talked on the phone to two agents, Elizabeth and Heady, who are located in Montreal, Canada, and after dealing with Erica Rabanal and Sofia Nunez, the Customer Service representatives. A few months ago I placed two on-line orders, received two confirmation e-mails. My second order has not arrived. I called and talked to Elizabeth. In the course of our conversation, she got angry. She repeatedly told me that I didn't understand what I was talking about and I wasn't listening to her. She was rude, impatient, and focused on demonstrating her superiority. Still, at the end she promised that I'd get my parcel in two weeks. 24 hours later, I still could not find any information on my second order I paid already for. Therefore, I called again, hoping to discuss my concerns with a supervisor, and talked to Heady. First, she refused to transfer my call to a supervisor and shrugged off my concerns. She claimed she knew Elisabeth, whom I'd spoken to the day before, and didn't find anything wrong in the fact that my order had still not been recorded. The longer we spoke the more disrespectful she got, interrupting me in the middle of my questions and ordering me to listen to her. At one point, she even yelled. I am sorry to say, but I yelled back. However, she promised that an Yves Rocher supervisor would call me back and address my concerns. It hasn't happened. Then I got into a long and pointless e-mail exchange with Erica Rabanal and Sofia Nunez, the Customer Service Department, who sent me a bunch of pointless messages without answering my questions and addressing the situation. I was taken aback. I've never experienced anything like it in all my years dealing with this company. So, I did not get my parcel. I did not get my money back. I was abused. It is difficult, even now, for me to forget this experience. I gave up. I have lost my positive image of this company and can't imagine referring to them any friends. In the end, again, I had a very disappointing experience, which feels awful after being a happy and satisfied customer of Yves Rocher for 17+ years."
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