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FABULOUS customer service from Chocolate Lotus
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ginnielizz
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Joined: 19 Oct 2006
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Thu Aug 07, 2008 8:23 pm      Reply with quote
Ladies (and gents), I just have to share one of the best CS experiences I've had in a long, long time. I know such things count quadruple amongst the members of this very discerning community, so I wanted to call it out!

I recently placed a large-ish order with Chocolate Lotus, and I caved and threw in one of the 100% Pure eye shadow palettes I've been dying to try, even though I suspected the color might not be perfect for me. (They only have two palettes, "cocoa" and "plum", and both appeared to have quite a bit of red to the pigments, which is usually not flattering on me -- but I adore their other products so much that I was dying to give them a try anyway!)

I got the cocoa palette, and after one look in real life, I could tell it wouldn't work on me at all. Because I'd intentionally ordered enough to get free shipping, I had only paid for the item itself. I emailed Kim at Chocolate Lotus to ask her if there was any way I could return or exchange the item, and what costs would be involved. I was concerned that I wouldn't be able to, since there was no "seal" or other indication that the palette had been opened (or had remained unopened), so I didn't know if she could re-sell it.

She wrote back saying that even though customers normally had to pay return shipping, she would send me the other plum palette free if I just wanted to send the cocoa one back. I did so as cheaply as possible, and she sent me the plum one in exchange at no extra charge.

Sadly, when it arrived, it looked almost as wrong for me, color-wise. But there were enough good shades to make it worth it, plus I was just so appreciative of her great CS, that I kept it. And some of the colors turned out to be more flattering than I expected! (Some were still bad, but I am planning on jimmying the good shades out of the package and using them in a magnetic compact, so I can swap the rest away on MUA. After all, SOMEONE should enjoy them after all this trouble!)

I was really touched by how speedy, communicative, and generous Kim was, especially since it's a relatively small company that probably can't afford to go the extra mile all the time. Good, responsive, personable CS is super-duper-big for me, and Chocolate Lotus more than came through. (And by the way, Kim also answered detailed questions about the ingredients of certain products, etc. for me.)

I just wanted to throw this testimonial out there in case anyone was on the fence about ordering through them. Hope this helps!

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32, fair hair/eyes/skin, always a mix of dry/oily/sensitive/acne/clogged pores. But I keep getting compliments on my skin, so something must be working! Beauty blog at http://heliotro.pe; online dating coaching at http://theheartographer.com
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