Your experience with shopping with EDS?
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free skin care · Wed Oct 27, 2004 2:02 pm

I was so happy to read all these postings here, and placed my first big order (>$300) last weekend.

Can’t wait to find out when can I receive my package, so I called EDS customer service, and here is the story.

I am kind of disappointed with EDS customer service. Crying or Very sad

I placed my order several days ago, so I called them to check the order status (usually, I don’t even have to do this. Other company gives me the tracking number right after they send the package, but, anyway…). The answer I got was we don’t have a tracking number yet and we won’t send you the tracking number, because WE DON’T DO THAT. They also said, I am not sure if the package is insured, sometime they are, and sometime they aren’t. When I try to get more information, she just said, I DON’T KNOW, DON’T ASK ME ANY IF QUESTIONS. [i]I really like the great discussion, but the customer service really takes a big toll on the overall impression! Your experience?[]

free skin care · Wed Oct 27, 2004 2:13 pm

To be honest I have always received the most excellent service from EDS. I place my orders, within 3 to 6 days they always arrive in England in perfect condition. I have never had the need to ring up to track any parcel.

My orders always reach me in record time evey time.

free skin care · Wed Oct 27, 2004 2:14 pm

So far I've had nothing but good shopping experiences with EDS. I live in the UK and they have always been quick to dispatch my parcels. I find it's the UK Postal Service that delays any delivery - they are useless! Rolling Eyes

The ladies at EDS are also very generous with their samples. (Huge thanks to EDS for the Dermalogica sample which came with my last order - very generous of you!)
Someone on this forum has already used the term 'sample fairies' for them. Very Happy

The one time I had a query for them, they were quick to respond by email and they gave me all the information I wanted. So, no complaints here. Smile

free skin care · Wed Oct 27, 2004 2:18 pm

Well, I am in the States, so it should be closer than UK. She told me it will take 6-10 business days, let's see when will I receive. Hopefully, this is just one bad experience.

free skin care · Wed Oct 27, 2004 2:29 pm

happygirl163 wrote:

Well, I am in the States, so it should be closer than UK. She told me it will take 6-10 business days, let's see when will I receive. Hopefully, this is just one bad experience.

Just wondering if all orders comes from UK? Don't they have a warehouse/store in Washington for USA customers? Just curios... Question

free skin care · Wed Oct 27, 2004 3:21 pm

I usually get my orders within 3 days of placing them. I've made 2 orders so far and have been happy.

Perhaps the person you spoke with on the phone does not handle internet orders and wasn't capable of helping you...you should have asked for someone else who could help you!

free skin care · Wed Oct 27, 2004 3:53 pm

Maybe the rep was just having an off day. I received very friendly, professional service. I also live in the US and my order took a week or less to arrive. I sent two different emails and got a response both times with a very good attitude. You'll feel better when you get all those lil samples in your package!!! I would DEFINITELY do business with them again since their pricing is very competitive. Everyone here and at customer service are helpful. Sorry, you had that experience - but I'm sure the next time will be fine.

free skin care · Wed Oct 27, 2004 4:08 pm

I have experienced nothing but excellent service from EDS. I am in the US, and my last order took seven days from order to delivery. I had requested a Vitamin C skincare sample in the comments section, and EDS actually called me the evening that I placed the order to find out more about my skin type and needs so that they could include the most appropriate sample. I am still in awe that they took the time to call me over a *sample*. In my experience with ordering product from any company, the only times that I have received tracking information on packages has been when using UPS or FedEx. I receive EDS orders through the USPS, so perhaps this is why there is no tracking. I believe that EDS does offer options other than Air Mail (ie. FedEx) with the appropriate higher cost. EDS is a great company to deal with and have been very polite in e-mails and telephone conversation. IMO, they are one of the best, and I am happy with every order that I have placed with them.

Tina

free skin care · Wed Oct 27, 2004 4:17 pm

I've had excellent service and tons of wonderful samples included with my order and my requests for specific samples with my order have always been honored. I've always received an email confirming my order. Also I've emailed several times to ask questions about certain products and received a response within a day or two at most. Just last week I emailed to ask what the ingredients were for a certain product I was considering purchasing and Kate, an esthician (sp?) replied the next day, she even tried to contact the Orlane to get the ingredients list for me! I'm very satisfied.

free skin care · Wed Oct 27, 2004 4:19 pm

All right, seems like everyone has had nothing but positive experiences. I guess I was just very "lucky" to speak to the very-off person. I hope she feels better now. Anxious

I just cant wait to recieve my package, that should definitely be awesome!

Wed Oct 27, 2004 4:21 pm

happygirl163 wrote:

I was so happy to read all these postings here, and placed my first big order (>$300) last weekend.

Can’t wait to find out when can I receive my package, so I called EDS customer service, and here is the story.

I am kind of disappointed with EDS customer service. Crying or Very sad

I placed my order several days ago, so I called them to check the order status (usually, I don’t even have to do this. Other company gives me the tracking number right after they send the package, but, anyway…). The answer I got was we don’t have a tracking number yet and we won’t send you the tracking number, because WE DON’T DO THAT. They also said, I am not sure if the package is insured, sometime they are, and sometime they aren’t. When I try to get more information, she just said, I DON’T KNOW, DON’T ASK ME ANY IF QUESTIONS. [i]I really like the great discussion, but the customer service really takes a big toll on the overall impression! Your experience?[]

Sorry to hear that you're so disenchanted. I am uncertain of whom you spoke-with, but I honestly cannot imagine someone here saying to a customer, "I DON’T KNOW, DON’T ASK ME ANY IF QUESTIONS." (verbatim?!)

I personally think that there has been some sort of misunderstanding. Know that when you call us, you're reaching the Spa itself. We are not the shipping department, and we do not see the packed orders. We do not have "tracking numbers" for parcels, and depending on the value, destination, etc. of the parcel, the parcels are insured (and some aren't for the very same reasons).

Orders within Canada are typically delivered within 4-6 business days. Orders to the U.S. and Internationally, 6-10 business days. Those have to be handed over to international postal services AND clear Customs. Sometimes, that can delay a parcel by a day or two, but overall, service is efficient. "Business days" excludes weekends and holidays (including Canadian & whichever may occur in country of destination).

Fact of the matter: we are not provided "tracking numbers" to parcels, and cannot tell customers exactly where their parcels are! If they've been sent by Air Mail, they are in-transit. If they have not arrived within one month, this is when we are able to issue a claim/trace with the post office. (their regulations). We will reship.

If a parcel has been sent by UPS, Fed-Ex, etc., we are able to inquire about the tracking number of these parcels (with the shipping dept.), and contact the courier company. These types of deliveries are at the expense of the customer requesting the faster service.

The answer I got was we don’t have a tracking number yet and we won’t send you the tracking number, because WE DON’T DO THAT.

Again, I don't know who it was that you spoke to, but this doesn't sound like myself, nor any of the women that I work with .... Think

free skin care · Wed Oct 27, 2004 4:38 pm

The two times I have order from EDS I have received top notch service. If you live in the US I think it takes a bit longer to get to us (Perhap 5-6 days). EDS made me very aware of the time it would take to get my package.

Recently, I called EDS to inquire about products. Wow, they could not have been nicer explaining different products that might be suitable for me.

EDS

free skin care · Wed Oct 27, 2004 4:42 pm

I live in NS, Canada, and have had nothing but great experiences. The people I've spoken to have been very nice, and patient.

I was actually very hesitant to place an order because I'd never heard of the spa, and at the point I had only used my credit card to order things from places like Holt's, etc. So I was nervous.

That feeling quickly disappeared though..I got my first package rather quickly, with a few great samples for me to try. In NS, we have hardly any of the brands listed on the site, but I've always wanted to try them. So, it's really nice to purchase something you'd purchase anyway, and have them include a lot of free samples to boot. Can't beat the shipping price, and a lot of the prices at EDS are cheaper than I've seen at the spa near me. (The Summit). I don't really pay attention to how long it takes to get here, but it's usually less than a week.

I love shopping with EDS. I've placed 4 orders since discovering them.

hths

free skin care · Wed Oct 27, 2004 4:59 pm

I bet you'll get your package in no time at all and you'll see what everyone is talking about. I never bothered to call and my packages cames surprisingly quickly...less than a week for sure. Be sure to let us know when you receive yours. Smile

free skin care · Wed Oct 27, 2004 6:11 pm

I've had nothing but good service from EDS. I'm in the US and my packages arrive in about 5 business days. Recently I called with a question about ingredients on a new product and the voice on the other end (I think her name was Kate)was soooo very nice. She didn't have an answer for me because it was a new product and she didn't have access the info at the time. She wanted to call me back with the info within the day, but I offered my email instead so it would be less trouble. I got my answer via email within 2 hours and she even called the manufacturer of the company to make sure she was telling me the right thing.

I haven't had CS like this in a long time. Also, when I get my packages it seems they really take the time to pick out samples for me that are appropriate to my order. I really appreciate that! I couldn't be more satisfied with a company!

Wed Oct 27, 2004 6:52 pm

Hello happygirl163

I know that I am not supposed to be a part of the thread asking: " Your experience with shopping with EDS?" but I could not resist to add my 3 cents because other readers might be interested in how our shipping system works.

I also just e-mailed you with your parcel number and more information about how our shipments are handled.

Basically it is exactly like Casper’s Mum explained. You cannot track Air Mail in real time like FedEx or UPS shipments.
If you go towww.usps.com and enter your parcel number that I e-mailed you, it will tell you that there are no records of that parcel. www.usps.com will show the records only of two events:

1. When there was attempted delivery.
2. When the package was successfully delivered. (They will show time, location, and date of delivery)

Above information is useless if it comes to tracking the package and that is why we cannot help with tracking Air Mail packages in real time. All we can tell about Air Mail parcels is that it is in transit.

Regarding insurance:

We do take a full responsibility for delivering your parcel to your hands so in the event that your package is lost we will replace it or refund your money. Please do not worry in advance, they do not get lost so easily Smile

Referring to your specific shipment: yes it is insured.
Nevertheless in the case that it will get lost, we would not dare to pass insurance case into your hands. We would re-ship your package with no questions asked and we would deal with a lost package on our own.
That is why records of insurance are not top priority for our clients and we do not keep them handy in the spa for telephone inquiries.

Thank you again happygirl163 for registering and participating in our forums.
I think that there is nothing wrong with continuing that thread about experience with shopping with EDS ( Pray

as long as there are only raves from now on Wink

) I will just have to move it to our “EDS Lounge”

free skin care · Wed Oct 27, 2004 10:07 pm

Now I really felt like an idiot starting this thread. wave

Magda, thanks for your email, and I certainly will consider shopping with EDS again, especially reading so much great support from others.

Wed Oct 27, 2004 11:04 pm

Thanks again for letting us off the hook Very Happy

.... and ... your forum name exposed you from the very beggining Smile

free skin care · Thu Oct 28, 2004 2:12 am

My 2 cents worth:
Delivery has always been prompt even to Singapore - just 7 working days. Could not ask for more . Queries over email are always answered promptly.

I recommended one of my friends, a Malaysian, to shop at EDS. She placed an order of more than USD250 and was really worried when her parcel did not arrive even after a month. Her emails to EDS were answered very promptly and they were very prepared to replace the lost parcel. Luckily my friend found out in time that the notice for the collection of her parcel was sitting in the Malaysian Post office for more than 3 weeks! The friendly local Postman wasn't exactly hardworking.....

Long story short - No worries - your parcel will arrive soon. And, the service so far (18 months and 8 orders (I think)later, has been great!

I hope your skin will love the products you ordered!

Cheers
Jenny

Thu Oct 28, 2004 3:56 am

To throw in my 2 cents (Au$) I've made probably around 14 orders (or something like that) and have never had a problem and the customer service has been great. I don't know if mine have been insured or not but I have never had a reason to find out Smile

All I know is that I always look forward to getting these because I know that they will have nice samples and freebies in there (and let's not forget the stuff that you actually order!)

free skin care · Thu Oct 28, 2004 5:44 am

So anyway happygirl (soon to be VERY happygirl!)....what did you order? Tell, Tell!

Thu Oct 28, 2004 6:23 am

Hi, this is my frist contribution to this forum although I've been reading your posts for a while guys! My feelings regarding EDS customer service are truly mixed - the first couple of times I received an excellent service (live in the UK, goods delivered within 4 days). The last 2 times were very disappointing, EDS charged my credit card but delivered no goods. After a few e-mails, I received a very confusing (and quite unprofessional) call one morning - lady on the phone blamed my credit card (mind you I never had any problems before). They did have my e-mail address and UK phone number so I believe it was up to them to contact me in the first place. Instead there was no delivery for something like 3-4 weeks but a 'vast' sum on my card bill. Similar thing happend again recently ...

Thu Oct 28, 2004 8:27 am

phredd4 wrote:

I've had nothing but good service from EDS. I'm in the US and my packages arrive in about 5 business days. Recently I called with a question about ingredients on a new product and the voice on the other end (I think her name was Kate)was soooo very nice. She didn't have an answer for me because it was a new product and she didn't have access the info at the time. She wanted to call me back with the info within the day, but I offered my email instead so it would be less trouble. I got my answer via email within 2 hours and she even called the manufacturer of the company to make sure she was telling me the right thing.

I haven't had CS like this in a long time. Also, when I get my packages it seems they really take the time to pick out samples for me that are appropriate to my order. I really appreciate that! I couldn't be more satisfied with a company!

Psst! (I think her name was Kate) .... that's ... me wave

Now `ya know. It's Kate, "Miss. Kathryn, if you're nasty!"

Thu Oct 28, 2004 9:25 am

Evi , we are soooo helpless in our UK credit card verification department. Everything there is out of our hands and depends on the sheer luck of getting UK Bank to cooperate with us. Unfortunately UK banks are infamous for not rushing to help in the process so my point is that in over 90% of the cases it is not the client’s credit card itself that is the problem. It is us struggling with verification process. I am taking the blame for unprofessional telephone call and I promise to take the steps to improve our accounting service but I have to take a credit for our persistence and countless hours spend on trying to verify bigger orders from UK. ( thankfully they are less then 1% of the orders that we process everyday)

It is just coincidence with the subject of your post but I was just shopping yesterday for some new laptops for us and I could not believe that eventually I ended up empty-handed. I approached four renowned (US based) computer stores and they all refused doing business with me because I am in Canada and they can not verify Canadian Credit Cards. That is really disappointing because I know that it is very easy for us to verify any Credit Card issued in North America. I must to be demanding customer myself but I am still in a little shock why would all of them refuse my business just because my Credit Card is international.

free skin care · Thu Oct 28, 2004 9:43 am

Hi,

My fellows canucks are probably going to tar and feather me for saying this but: Living in Canada at times can really suck when it comes to ordering anything online. Between exchange rates and wondering how long customs will keep our goodies sometimes it isn't worth it.

When I was searching for my skincare line of choice and found EDS I was thrilled.
I placed my first order and received it faster than it showed on my cc statement. It was like christmas when I opened the box and found it full of samples someone picked especially for me.

My second order was just as prompt and I am getting ready to soon place my third.

My skin care is the Obagi system and it is less expensive buying it from EDS than it was from my derm.

Thanks for the great service EDS keep up the good work.

Sherri

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