Thursday, January 13, 2011

Response from Sleek

Posted by iamglamourpuss at 7:33 AM
Here is an email I received today:

"Hi Courtney,

Thank you for your email.

I have investigated this with all employees in our warehouse and cannot find any evidence to suggest that any member of Sleek staff was responsible or involved. All employees within our warehouse have been with the company for many years and thus are known to be wholly responsible individuals. During the period your package was shipped we were extremely busy therefore there was even less opportunity for such an act because of the volume of packages being shipped. The entire warehouse is also covered by CCTV and thus I am confident that this image was not drawn at Sleek.

I would point out that in our entire company history (over 20 years) we have NEVER had such an incident or even anything remotely similar where an order or packaging was scribbled on or defaced in way. We ship thousands of packages each month and recently many orders have been shipped to the US and not one package has been defaced. On the contrary we regularly receive compliments on the careful packaging. Something we have spent much time and effort on training our staff on.

I can understand your alarm at the image however for the reasons stated above I can assure you this was not the work of any Sleek employee.

As a gesture of goodwill I will be sending you our new Molten Metal Eye shadow which has just been released.

Saif Pathan
General Manager"


(I am currently at the hospital while my dad has surgery, so I will reflect more on this when I am in a better frame of mind.)


Claire@Eyelining on January 13, 2011 at 11:55 AM said...

I'm tempted to say that this is a fairly thorough response. Despite the fact that they don't think they are responsible they are still trying to console a (rightly so) upset customer. I can't think how or why someone would tamper with the package in transit though. Such a weird situation!

Melinda on January 13, 2011 at 1:42 PM said...

I thought the drawing was on the inside of the box. Unless they receive their boxes pre assembled for shipping then I would say that someone there did do the drawing. I do think that it is nice of them to respond kindly. There are so many companies that I no longer spend my money with because when there was an issue or a complaint they either blew it off or sent basically a FU letter and that was it.

Stefy on January 17, 2011 at 2:13 AM said...

They seemed to be concerned about what happened. But honestly I do not believe they went ahead and tried to find out if it was true or not.

CrimsonSorrow on September 14, 2011 at 9:04 AM said...

Courtney, I have to applaud your professional and tactful way of dealing with this horrible situation. I think "Martin" is a total imbecile making such ridiculous accusations. Your response to him was very well put and I think you handled it with much more patience and grace than I would have! I think Sleek's response is just not good enough. Do they seriously think appeasing you with one of their new products is the correct resolution? It almost feels like a "plug" for this new product!? I have had problems with Sleek as well. They once sent me an order, the same order twice and billed me twice. I can't attest to their handling of it though because I just decided to avoid the hassle of having to ship it back to them from the US and gifted it to a friend. My packages have always been packed well as you stated as well, so this has nothing to do with the issue at hand. IMO the only conclusion, I feel is that it was obviously done by a Sleek employee. As you stated their boxes are black so added or removed tape would be apparent. In my experience and others I know, they do not use recycled boxes. Their boxes are always brand new. There is no way customs could have tampered with it as they are required to put a sticker on parcels they have opened to inspect and I have never had any package of MANY that I've received from international sellers opened or inspected in any way by customs. I have only had a sticker applied, required by the sender to state "Cosmetics" and place a dollar value on it. NEVER has one been opened by customs. So again the only conclusion is that it was done by a Sleek employee who then covered it with Styrofoam pieces. I find it totally appalling and I am NOT impressed with Sleek's handling of the situation at all. I find it truly a shame because I love their palettes and really want the two new palettes I don't have but will seriously have to question myself about if I can order from them again knowing this happened and you only got a defensive note from them and offer of a new product which they know you would post the response on your blog and it gives them a plug for this new product. NOT good! xXx...Sorrow


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