[UPDATE ON 14 APR 16! Lip Monthly have contacted me addressing all these issues in great detail. Find that post here!]
Lip Monthly Subscription
Although I have stopped getting the Lip Monthly subscription, it is something that is often discussed on the various beauty groups I am in on Facebook. This subscription service seems to have a lot of rumours flying around online, and sadly quite a few people have had negative experiences with them. I first subscribed to Lip Monthly in August 2015. Pop over to this post and have a quick read about how it works, cost and shipping to the UK… I’ll wait here for you! 🙂
This beauty bag caught my eye as it is almost solely lip products. Lip products are my favourite kind of makeup products. I love experimenting with bright coloured lipsticks and different finishes and brands, so it seemed the ideal subscription for me. I was pleasantly surprised to find out that they ship to the UK, and shipping costs aren’t even high ($5)! I’m intrigued to get to the bottom of all the issues people have mentioned, as I personally have never had a single problem with Lip Monthly. I’ll cover the main issues that I hear mentioned, and let you make your own mind up about whether you want to subscribe to them or not. I just want you to have all the information you need to make the decision!
I personally never had any issues with my billing. I was billed at the same time each month, always for the correct amount. When I did cancel my subscription, I was never charged again and did not lose out on any money. Others weren’t so lucky! I have heard many reports of people being billed for two months before they receive their first bag, meaning they have paid for one month’s subscription which they never receive.
Lip Monthly have apparently stated that this is because you pay for the month ahead, but these customers don’t get an extra bag after they have paid their last monthly amount, so it seems they have lost out either way! In theory this wouldn’t necessarily be an issue, if they either got an extra bag or their money back, but those who have had this issue tell me that either they get an unsatisfactory response from customer services, or no response at all. I think customers are often willing to forgive mistakes, if they receive good customer service, but if not it tends to infuriate people that they aren’t getting what they paid for!
As mentioned above, a few people never received the first bags that they had definitely paid out for. I genuinely get the impression that Lip Monthly were getting a bit mixed up and making mistakes. Not that that makes it okay, at all, but I don’t think this was being done in order to gain extra money, which is how some people feel. However, they had enough feedback from customers over a period of around a year, that they should have sorted it out much sooner than they did! It looks like they have implemented a new billing policy, as seen here. I hope this helps in future. Again, I personally had no issues with missing bags.
Bad Customer Service
Now this is the one thing that is inexcusable. Companies make mistakes… behind all companies are human beings, and none of us are perfect! However, it’s how you deal with mistakes that defines your company. I think all the angry ex-customers who are going around telling others about their bad Lip Monthly experiences would have been much less inclined to share it if they had received great customer service. It’s the feeling of being taken advantage of and disregarded that makes people want to speak out, to stop others experiencing the same!
I have heard accounts of people not receiving replies at all, receiving unprofessional/unhelpful replies and worst of all… being blocked from their social media (see this blog post)! The quickest way to make disgruntled customers angry is blocking them from social media…which they are using to try and reach out to you because they’ve had no reply to several emails! Very bad move. I understand the instinct to stop other [potential] customers seeing negative feedback on your company, but the best way to deal with that would be to respond to it and sort it out, not just delete it and pretend it never existed!
Old/Discontinued Products Being Sent
Now this is something that totally passed me by until I was well into my subscription (which is unusual, as I usually research stuff really well before buying! I must have been having an off day lol!) Claims have been made by various different people that Lip Monthly send out old, discontinued products. Apparently some of the items sent out are no longer on sale, for example one of their earlier products, from the Stila Glaze line. It’s hard for me to know something like that just by looking at the contents as of course they are almost all American products! Part of the fun of getting the subscription was that I had access to brands I couldn’t get in the UK. I’m much less likely to know whether something is current/still sold in shops.
There’s a lot of discussion on this subject in this Reddit feed, although do bear in mind that these are all opinions, not necessarily definite facts. Another point of annoyance for American customers is that they can get a lot of the products (from brands like LA Girl, Milani and NYC) at their dollar stores. You can imagine being irritated at paying $10 for products you could get for half that. For me (in the UK), this isn’t an issue, as I always want to try American products and can usually either not get my hands on them at all, or buy them at a huge mark-up with extortionate shipping costs. I still found Lip Monthly a cost-effective way to try American products I’d have been unable to get otherwise.
So… Are The Rumours True?
I would say YES… to an extent. There is no denying the customer service problems, billing issues and social media comment-deleting that some people have experienced. Then again, if you’re dying to try the subscription and willing to take the risk then you might be like me, one of the lucky ones who have had no issues. I had nothing but a positive experience with Lip Monthly personally, and only cancelled due to needing to save money. However, are you willing to risk losing several months’ worth of subscription money, or not getting a reply if you have any issues? That’s up to you.
I’d be really interested to hear from you – have you had positive or negative experiences of Lip Monthly? Please leave comments, so that anyone reading this can get more input. If I get a lot of feedback/information, I will update this blog post to include it.Follow