This isn’t going to be a regular post of mine, but I had an experience today that I felt like I needed to share. I’m using this more as a diary entry, to get things off my chest, as well as to share with you my experience with the Julep Maven program. I want to start off by saying that I’m sorry if you don’t share the same opinions as I do. I don’t mean to hurt anyone’s feelings with this post, I just feel like this is part of blogging … to share the negative as well as all the positive experiences.
This post is long and wordy, and sort of a rant on my experience dealing with Julep customer service for the last few days. I’ve been a Maven for a year and 7 (almost 8) months, since the very beginning of the program. Today, I cancelled my subscription. Not because I wanted to, but because I was so upset and disappointed that I felt like there were much better companies I could invest my money in.
If you don’t mind reading a SUPER LONG post, then keep reading …
So I guess we will start from the very beginning …
When I first became a Maven back in August of 2011, I was happy to have a monthly nail polish box. My first box was fine, no complaints, and you can actually read about my very first box here! The second box I received was the first time I had to deal with Julep Customer Service, because I switched to a different style box and they accidentally sent me another style. The customer service was really great and sent me the box I originally ordered free of charge, although it did take almost 3 weeks to get the matter resolved. For the last year and a half since then, I have had hits and misses with the polish quality and the products in my boxes, but never an issue with a customer service … That is until this week.
I have skipped 4 out of the last 5 boxes and planned on skipping this month as well. I had logged on to skip my box, and honestly thought I had skipped it. Yesterday, which was the 25th at 9am I got an email from Julep, prompting me to check my account to make sure that I had skipped it. Well, I didn’t, which was ultimately my fault. I immediately contacted Julep, explaining that I thought I skipped the month but it shows that I didn’t and was hoping I still had time to cancel my order, since realistically I was just 9 hours (my time, only 6 hours their time since they’re on the other side of the country) past the deadline.
I got an email back a few hours later saying that it would take customer service 2 days to look into my issue. I was a little upset that they said it would take 2 days, but still hopeful they would resolve the issue. I got an email late today saying that there was nothing they could do, even though my card hadn’t been charged and the box hadn’t been shipped. I immediately called them and spoke to a girl who also said that there was nothing they could do. Julep explained that too much time had passed since the deadline to cancel the order, even though I contacted them only 6 hours past the deadline.
While it really was my fault that I didn’t skip the box (even though I honestly thought I did), it was the overall experience that really ruined Julep for me. The late response via email and then the snotty attitude from the girl on the phone really put me off. I asked over and over if there was anything they could do because I really didn’t have $20 to spend on neon polish and just got the same response, that it was my fault, not theirs.
The BEST part, and the part that really made me cancel my order and decide to write this post, was the advice that they gave me. The girl on the phone told me that the ONLY thing that could save my money is if I took ALL the money out of my bank account for 2 days. She further said that Julep will try to process the payment twice over 2 days and if there isn’t enough money in the account that they will just cancel the order. So her advice is to EMPTY my bank account for 2 days, regardless of the other bills I have to pay.
I’ve always complained that Julep was too pricey and that the polish quality was hit and miss. $14 for basically a mini polish, that half the time is absolutely awful quality, isn’t worth it in my eyes. However, I liked that I would get 3 colors plus something extra for $20, which I thought was a good price (sometimes). But after the last 2 days of dealing with Julep and the final advice of emptying my bank account, I’m done and won’t recommend this service to anyone else. Again, I want to reiterate that this was my experience and may not be yours. If you’ve had a great time with Julep, then please don’t take this as a personal attack against you. I wish I had a better experience, because now I’m $20 poorer and stuck with polish I’ll likely wear once (I’m not a neon fan).
What are your experiences with Julep? Have they been good or bad? And would you recommend Square Hue?