EDS e-mail response time frame
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Sun Apr 17, 2005 2:22 pm

after read many good comments,i decide to purchase skinceuticals from EDS instead of SASA.com which i usually use.i place the order on last Friday but i want to add the ultimat spf 30 as well with this order on saturday morning. so i sent email to customer service, then there is an automaticlly reply which said they will reply my email within 12 hours.however i didn't get any reply after 12 hours. i send my email again to them at saturday night.i check my email every 2 hours but still no answer until Monday!if it's too late to add one more item,pls tell me with ur promise to customer-within 12 hours reply!

free skin care · Sun Apr 17, 2005 2:50 pm

Have you tried using the live chat feature? I have gotten an automatic reply before when I sent them an email. As it turned out, it was never received on their end, very weird. I resolved my problem with the live chat though.

Sun Apr 17, 2005 3:31 pm

maggieym, I am sorry but we are closed for weekends and nobody could handle your inquiry on neither Saturday nor Sunday. I will have to look into our automatic e-mail response as I can see that it is deceiving. It should read somewhere "during a business week".

I would take care of your inquiry immediately but based on the info from your post I am not able to locate your request and order.

Nevertheless, your request will be fulfilled on Monday morning and your parcel will be shipped with requested by you changes so there is no reason to worry that it will be too late.

Sun Apr 17, 2005 3:32 pm

yes. i try the live chat,but it always shows offline Crying or Very sad

Sun Apr 17, 2005 3:50 pm

hi magda
thanks for ur reply! the autumatic email reply is:Thank you again for contacting us. Just a short note of confirmation that we received your inquiry and our response will follow up shortly. We manage to answer most of our e-mails within 12 hrs.
my order number is 119026
i have a Free Gift - SkinCeuticals Antioxidant Lip Repair which i want to exchange to Free Gift Skinceuticals Physical UV Defense SPF30
i am afraid u have sent the stuff already so i think maybe too late to add it!
anyway,thanks a lot for ur help!! Razz

Sun Apr 17, 2005 3:50 pm

I moved this topic from "skin Care Forum" to "EDS Lounge". It does not belong to neither of the forums but I was afraid to not discourage maggieym from posting on our forums.

I also took a liberty of changing subject from " disappointed with EDS service!!" to "EDS e-mail response time frame". I hope that you agree that this will be more accurately reflecting the topic for people browsing for information and it will be little less harsh on us Smile

Sun Apr 17, 2005 4:05 pm

Thank you maggieym. I updated your order as you requested.

re: live chat

Unfortunately we are on-line only during our business hours which are 9-5 Pacific Time. We try to keep our live chat longer from time to time as we understand that for our customers from Europe or Australia it might feel frustrating that our Live chat is always off due to the Time Zone difference.

Sun Apr 17, 2005 4:15 pm

thanks a lot magda
some more question. Razz

1.is the Skinceuticals Physical UV Defense SPF30 oil free? is this one greasy??

***edited by Magda

I edited your detailed questions about your order and they will be answered through our customer service channnel. Please do not use forums for detailed order inquiries.

Sun Apr 17, 2005 4:33 pm

It is oil-free.
It is also PABA-free, and fragrance-free and what sets that sunscreen apart from many others on the market is that it is NON-CHEMICAL.
It has a light texture.

Sun Apr 17, 2005 4:42 pm

i have a sensitive and a bit oily skin. which one is better for me the ultimate or the physical?

Sun Apr 17, 2005 4:59 pm

You made a right choice. Physical is specially formulated for sensitive skin and will be better for you then Ultimate.

Sun Apr 17, 2005 6:54 pm

dear magda
i just send u an emai about the update order , there is misunderstanding for the previous email.pls check, thanks a lot!

Sun Apr 17, 2005 9:25 pm

dear magda
r u there?
can u reply my email that i sent 1 hour ago.there is some thing i would like to change.the physical sunscreen change to the ultimat one!!! pls reply me after u read
THANKS!

Sun Apr 17, 2005 9:43 pm

I am always here maggieym Wink

I made all changes and additions that you requested. I also changed your free gift from Ultimate to Physical Sunblock which is more suitable for you.

We are looking forward to your reviews on the forum.

Thank you for your patience and understanding that I have to close that thread.

Magda

Mon Apr 18, 2005 9:11 am

thanks magda
i just realize there is 12 hour time different between ur time and australia time.sorry for my impatient before.i'm so happy with ur service now.i think my next purchase will be the valmont range Bad Grin

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