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  1. #1

    Default How Much Does Customer Service Matter In Regards To Purchases For You?

    Greetings,

    We have all heard the stories or experienced it ourselves - you fill out a contact form on a company's website for whatever reason and they never get back to you, despite them saying how customer satisfaction is their number one priority.

    Have you ever decided not to buy product from a certain company - because your experience with them on a customer service level was absolutely horrible? Even if you love the product, but were so turned off by their lack of customer service.

    Would you be more likely to support a company that has live support, "concierge service", phone numbers to reach people (over a blank contact form on a website) or even the President/CEO of the company gets back to you personally to help you with whatever you need.

    Or is customer service not that much of an issue for you as long as you receive the product you purchased. You don't really care to be instantly replied to for any concerns or questions you may have.

    How much does customer service matter in your fragrance purchases?

    Thanks!

  2. #2

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Call me old fashioned,Ibut I much prefer dealing with a fragrance seller or company that has a working phone number. I prefer using the phone and not ordering things via computer.I also do not want to have to email a company with a question.Good customer service is important but it is not nearly as common as it used to be,with fragrances or most things for that matter.
    Last edited by Mayberry2; 11th June 2019 at 09:53 PM.

  3. #3
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by Hey Man View Post
    How much does customer service matter in your fragrance purchases?

    Thanks!
    It matters a lot.
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  4. #4

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by hednic View Post
    It matters a lot.
    ....and?

    Would you stop purchasing a product if dealing with customer service was a pain in the ass or they just ignored you - all they care about is your money. Not making things right if you had any issue.

  5. #5
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    I don’t like dealing with people for the most part, usually consists of small talk that I’m not interested in or pushy sales tactics that I’m also not fond of. I usually have a good idea what I want and usually want to get in and get out, as long as product is authentic and sold by a trusted seller online has been a good friend for me. I do enjoy the occasional testing in person for hard to find fragrances before blind buying, occasional talk is fine but otherwise I avoid it with purchases.
    Currently wearing: Allure Homme by Chanel

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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    I dislike upscale customer service - it makes me nervous haha. I actually dislike visiting department stores to sample because I don't like dealing with the hovering sales assistants. I would rather just pay for a sample online and have it mailed to me without having someone working on commission steering me toward stuff I don't want. Although I prefer doing most things on my own - if I can order from an app, or use self-checkout, or pick up food to-go rather than sit down, I'll choose that option every time. I guess having worked retail I also know how fake the whole thing is - nothing made me hate my job more than having to be obsequious to entitled rich people.

    Que scay-je?

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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by Hey Man View Post
    ....and?

    Would you stop purchasing a product if dealing with customer service was a pain in the ass or they just ignored you - all they care about is your money. Not making things right if you had any issue.
    It wouldn't deter me from making the purchase at that time, but I can pretty much assure you that where I shop, and where I choose to spend my money, treatment like that would never happen again or repeat from the same individual(s).
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  8. #8

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    I used to love Thierry Mugler's fragrances. I had a disappointing experience when buying online from the Mugler.com (US) site one Christmas.

    A year or two later in the UK I had another disappointing experience and a quite unfriendly email from Mugler's UK operation.

    I swore never to buy Mugler again. I sold off almost all the Mugler fragrance I had (everything that sold on ebay or facebook anyway). I even wrote to Mugler in Paris; I never heard back.

    I should thank them really. I'd become one of those guys that always buys the same fragrance year after year.

  9. #9

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by speckmann0706 View Post
    I don’t like dealing with people for the most part, usually consists of small talk that I’m not interested in or pushy sales tactics that I’m also not fond of. I usually have a good idea what I want and usually want to get in and get out, as long as product is authentic and sold by a trusted seller online has been a good friend for me. I do enjoy the occasional testing in person for hard to find fragrances before blind buying, occasional talk is fine but otherwise I avoid it with purchases.
    I mean more online customer service - emailing or filling out a form or if you are lucky - have a phone number to call where you talk to a human being over dealing with a brick and mortar store customer service person, where they jump on you the second you get there because they may make commission, etc.

    I completely understand your position in that regard.

  10. #10
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    If I loved a fragrance that was available at several stores, I'd certainly quit buying from one with bad customer service (even if the price were higher elsewhere). I like being able to reach a store's customer service department in several ways - email, chat or telephone. Neiman Marcus has about the right level of customer service for me - they search for answers but have never been pushy or oily. I don't require concierge-level service, just a reasonably timely and courteous interaction.

  11. #11
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Yeah, communication is more important than being buttered up by a SA. Luckily I've never had any problems, but I have heard nightmare stories about dealing with sites like FragranceNet. I've been moving more toward buying decants and splits mostly just because it's easier to deal with trusted individuals on sites like BaseNotes, and they are much more knowledgable than department store employees.

    Que scay-je?

  12. #12

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Having in a certain way a 50-50, "mix and match" attitude about it.

    Happening to like both the niche tier (not just in terms of pricing but also to being smaller, more independent, more alternative companies possibly in closer contact to their immediate clients) companies with a quite strong and present interaction to their customer base but also the ones who have minimal customer service, in fact even advertisement or public presence-as long as the fragrances released on both business models are personally enjoyed and simply good.

    Ultimately, both types of perfume houses with these two different approaches tend reach a fairly equal and, in both cases, constantly expanding share in the personal fragrance lineup.

  13. #13
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    I doubt there is a SA in the country that can provide views as knowledgeable and helpful of what can readily be found on BN. Plus, any SA's is limited, at best, to their own product line and they would never know of or recommend recommend alternatives. Even within that scope, I have found that they are more likely than not so spout things that are patently false, and I personally am not often amused by either innocent ignorance or purposeful mendacity. So if they are not really providing knowledgeable and helpful guidance, how one engages in the physical process of exchanging money for perfume isn't likely to be a make-or-break issue for me.

    Almost without exception, I am going to be happier with a purchase that I have researched as best I can in advance than anything I pick up on a whim -- or a sales pitch -- at a store, even assuming in-store sampling. After sufficient research, or potentially even totally blind flyer, the purchase then can be made quickly in person or online. Notably good customer service online is obviously less important, but so long as the transaction is processed, who cares? That said, some of the best customer service I have experienced has come from specialty online shops -- the folks at american-perfumer.com, for example.

  14. #14
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Efficient customer service is always appreciated, with evolved communication skills preferred. Is it the determining factor when making a purchase? No, but it can become the determining factor if the service fell on the worse side of the bad spectrum, online or in-person. I wouldn’t want to repeat a bad experience.
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  15. #15
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    The flagship Nordstrom actually canned a young dude at the men's counter for hovering and sharking all the sales from the rest of the team. That store has this huge "we're all friends here" vibe which is way different than most other department stores in addition to most other Nordstrom stores I've visited. If I'm paying retail (like for a Chanel), I always shop there because they'll just shoot the breeze with ya and let you test. Only time they lock in is if you say you want something. It's great.
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  16. #16
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by Zealot Crusader View Post
    The flagship Nordstrom actually canned a young dude at the men's counter for hovering and sharking all the sales from the rest of the team. That store has this huge "we're all friends here" vibe which is way different than most other department stores in addition to most other Nordstrom stores I've visited. If I'm paying retail (like for a Chanel), I always shop there because they'll just shoot the breeze with ya and let you test. Only time they lock in is if you say you want something. It's great.
    The Downtown Seattle one? My grandfather shopped there religiously his whole life and had great relationships with sales people - he took me there to buy my first fragrance (D&G The One). I usually stop by there when I'm in town, and have noticed that they are not pushy at all. I spent about 5 minutes poking around the TF counter there and the SA was helpful but not pushy at all and let me leisurely go about my testing. Definitely a different vibe from the Nordstrom in downtown SF.

    Que scay-je?

  17. #17
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    When I shop for a fragrance, price is typically the largest factor. This usually means online retailers. I’ve yet to have a bad customer service experience shopping online, but a negative experience would certainly make me consider shopping elsewhere.

    If we’re talking brick-and-mortars like Macy’s, Sephora, or Nordstrom, customer service can enhance/detract from the experience, but I’m only seeking out these places for testing new releases, so bad experiences don’t really deter me that much. On the other hand, I actually had such a positive experience with a sales associate at a brick-and-mortar recently that, had I decided to make a purchase (and provided their prices were not too much above online retailers), I would have chosen the brick-and-mortar over the online retailer. Positive experiences matter to me.

    Finally, if we’re talking experiences with the fragrance company itself, positive experiences certainly build brand loyalty. Lalique and Mugler have both been good to me, so - other factors relatively equal - I would be more than happy to buy their products again.

  18. #18
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Customer service is a big deal for me. Fortunately for me, I get good to great attentive customer service whenever I walk in to a store.
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  19. #19
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by jkonick View Post
    The Downtown Seattle one? My grandfather shopped there religiously his whole life and had great relationships with sales people - he took me there to buy my first fragrance (D&G The One). I usually stop by there when I'm in town, and have noticed that they are not pushy at all. I spent about 5 minutes poking around the TF counter there and the SA was helpful but not pushy at all and let me leisurely go about my testing. Definitely a different vibe from the Nordstrom in downtown SF.
    Yeah the entire company started from that store, so their reputation rests on it. Only time I ever feel bad buying a scent I test in store from a discount site is when I do it there.
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  20. #20

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Has anyone here been to MiN New York?

    From what I have read and seen online - it is supposed to be a glorious customer service experience with nice leather couches to relax, they serve alcohol if you want and they just you leave to enjoy all the scents they have to offer like you have walked into paradise. They are there to help you, but not smother you. I would like to go one day.

  21. #21
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by Hey Man View Post
    Has anyone here been to MiN New York?

    From what I have read and seen online - it is supposed to be a glorious customer service experience with nice leather couches to relax, they serve alcohol if you want and they just you leave to enjoy all the scents they have to offer like you have walked into paradise. They are there to help you, but not smother you. I would like to go one day.
    Have been there many times. Customer service was much better years back. IMO it has gone downhill. Still better than in some other places, but there has been a constant turnaround in personnel which has contributed to the down spiral. Also what they offer in fragrances is no where near what they used to offer.
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Yes - it matters quite a bit to me.

    I'm a working mom and when I go out on the weekends or shopping in general, I'm not made up or dressed like I do for work, I wear clothing that I expect to get sticky hands wiped on and my toddler likes to wipe her runny nose on. I know, yuck, but that's my life. I keep a stash of wet ones or baby wipes at work for spots I might have missed after dropping the kids off in the morning. So when I go out perfume hunting....shopping, I'm wearing casual clothing, rarely any makeup and I'm lucky if I brushed my hair. I look like a typical mom who finally has an hour of freedom.

    So if a sales associate is going to ignore me or treat me like dirt for my looks alone - we're done. I'm talking to you Jo Malone. You can take your pretentious posh facade and shove it.

    The best, and I mean best customer service I've experience in my mom wear has been at the Chanel counters - various location, Guerlain in Paris and Disney World Epcot, Hermes counters - various locations.

    Selfridges in London has great counter service, but the Selfridges is incredibly busy during peak times and the SA's have to divert their attention accordingly. I find if you can speak the perfume lingo, they are attentive. Surprisingly the Ormonde Jayne section in Selfridge, which was regulated to the way way back my last visit there, they two guys were incredibly helpful and chatty, although I didn't purchase anything due to funds at the time. I had better service from Penhaligons via email and phone than in the store.

    As for department stores, I get they have to up-sell or push a particular product, but you lose me. I walked away from a perfume counter at Saks because of the push for Bond perfumes (nope nope nope).

  23. #23

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by hednic View Post
    Have been there many times. Customer service was much better years back. IMO it has gone downhill. Still better than in some other places, but there has been a constant turnaround in personnel which has contributed to the down spiral. Also what they offer in fragrances is no where near what they used to offer.
    That's unfortunate to hear. I guess the difference is that you have gone many times, where as maybe some people like this guy and other fragrance reviewers online only go once in a blue moon if they are in New York and so they are more easily impressed. To be fair, this is 2012.



    So Chad is no longer searching the world for the best fragrances and bringing them to MiN in your view compared to past years? You would say overall MiN has gone downhill across the board?

  24. #24
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    I don't have a lot of experience with the customer service thing but I can relate this. My last trip to Dallas I stopped in at the Chanel boutique and was a bit apprehensive. I was dressed for day of museum hopping so I felt a tad under dressed but in I strode, The security guard was on me in a second but not in a bad way, Just looked me strait in the eyes, smiled, and said "Good morning, sir. A sales associate will be with you in just a moment." Sure enough I was asked what might interest me and I was catered to in the most friendly way possible. A great experience and as I was getting ready to depart I was informed "Oh dear! You can't leave now! It's raining buckets! There is a movie showing in the back. Make yourself comfortable, Can I get you a water?" Top notch service and mimicked in every way at the South Coast Plaza boutique. By contrast, when I walked into the Tom Ford store down the way in Dallas there was NO ONE there! They may as well have been bound, gagged, and murdered in the back room. Tried a spritz of Beau du Jour and left never seeing another human being. Guess who will get my money next visit?

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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    The local Bellevue Neiman's surprises me how they keep their doors open, because if you're not head-to-toe tailored, go right to thing you want and drop a black card in the first 10 seconds, it's assumed you're a thief. It's THAT bad. I found the one good SA there and she apparently left. So did I.
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Most of the time I have little to no interaction with the people - online ordering. So customer service doesn't really matter - unless something goes awry (late shipment, missing/broken item, out of stock, blah blah). If I can get a hold of someone on phone and get it solved in a single phone call, good news.

    As far as in person... it depends. I've had a sales person kind of follow me around, as if to tell other co-workers that I'm THEIR client. It was kind of awkward. Doesn't give you as much freedom to take your time and browse, you feel cornered and pressured - no bueno.
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  27. #27

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Tauer — the best in customer service as far as I’m concerned.
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  28. #28

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by Zealot Crusader View Post
    The local Bellevue Neiman's surprises me how they keep their doors open, because if you're not head-to-toe tailored, go right to thing you want and drop a black card in the first 10 seconds, it's assumed you're a thief. It's THAT bad. I found the one good SA there and she apparently left. So did I.
    I am surprised that how you dress is still a thing for these fancy stores like in the movie Pretty Woman, considering even billionaires are wearing jeans and t-shirts these days. What used to be casual Friday's is now casual everyday, so they better be careful who they turn away because how you dress these days can give zero indication as to how much money one may have.

  29. #29

    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Quote Originally Posted by The Colognnoisseur View Post
    Tauer — the best in customer service as far as I’m concerned.
    In what way? They get back to you immediately online, etc?

  30. #30
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    Default Re: How Much Does Customer Service Matter In Regards To Purchases For You?

    Means a lot. Fortunately, I've always had good experiences.
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