Hi guys! This is a follow-on post from one I wrote a few days ago, about all the Lip Monthly rumours. If you haven’t already read that one, this won’t make much sense, so have a quick read and I’ll wait here for you! As I mentioned in that post, Lip Monthly subscription service is often discussed on beauty groups and in the makeup-loving world! I subscribed to them for around six months and personally had NO issues whatsoever, but my interest was peaked by all the stories I was hearing, so I decided to do some digging.
In response to my previous post, a few people commented with their own personal experiences with Lip Monthly. Rather than reproduce them here, just click into my initial post and scroll down to the comments at the bottom to see what has been said. After my previous post was published, Lip Monthly got in contact with me by email to discuss the content. Their email was very friendly, reasonable and in no way confrontational. They wanted to tell me some of the reasons behind what has been happening, and were happy for me to share this information publicly. Rather than paraphrase everything they said, I am going to paste the majority of the email below:
Lip Monthly’s Email to Me
[Copy of email, only emphasis of important parts added:
We did have a few billing issues about 6-7 months ago as we were implementing a billing strategy similar to Ipsy and Birchbox – whereby monthly subscribers are not actually billed when they sign up – they are instead billed on the 1st of the month in which they will be receiving their bag. For example – if you joined on March 18th, you would not be billed until April 1st and would thus receive your 1st bag in April. We initially had it set up so that people would be billed up front for their 1st bag and then we billed around the 20th of the next month – thus giving enough time for people to receive their 1st bag.
However since we ship internationally – that posed some issues – since some of our customers don’t receive their bag for 2-3 weeks after they ship given that they may be located in say Israel or Spain. For the last 4-5 months – billing has been fine and it’s incredibly straight forward – sign up in a month, get billed the 1st of the following month. If customer payment does not come in until say the 12th of that month (meaning we tried to collect payment for 12 consecutive days) – it had originally become more difficult to track that since we send our customer list around the 8th of the month. We now have sorted that out so everyone who pays in that month will receive their bag.
Also – some of these subscribers may be 4 month or annual subscribers. They may not be aware that their subscription renews automatically. If it does renew after the 4th month – we can provide a refund and cancel the subscription – however it MUST be before their 1st bag gets sent out in that subscription. So if it is a 4 month subscription – they need to email us before the 1st bag in that 4 month subscription is sent out. It’s standard practice and we definitely want to accommodate if they do email us. I will say that we were initially not lenient on this policy and have decided that it is in the best interest to implement – we want our customers to be satisfied so we changed this in the past week or so.
Regarding this – its quite simple – if a customer has not received their bag – we’ll either send a replacement or we’ll refund. Now – we need to be discretionary according to the tracking information that is verified. If a customer has emailed us 2 months in a row saying their bag hasn’t arrived even though tracking information shows it has been delivered – we can’t continue to send a replacement bag as clearly on their end something is happening since the bag isn’t delivering even though tracking is saying it has. We dont control tracking – USPS/DHL does. However – if the customer hasn’t received their bag – its a simple policy – we refund or replace. You can even share with your readers that if they’ve had an issue – please email us and we’ll do just that – assuming they haven’t yet. In the past few weeks customers may have just been receiving an automated response which you’ll see below is what we’ve had to resolve.
Bad Customer Service
We take complete responsibility for this. We’ve tripled our subscriber base in the past 6 months and we’ve really grown quickly – and ultimately our customer service team didn’t grow in proportion to that rapid growth. In the past 2 weeks – we’ve hired 6 customer service agents to reply to emails mainly as well as dedicated social media agents who will respond to all queries on social media.
We’re not trying to block or delete people who have negative feedback – as a company we’re aware we can learn from criticism. There may have been a few issues where a customer was using explicit language due to the frustration of maybe not being responded to – however going forward that just won’t be an issue. Our customer service has been completely revamped.
We had an issue in the past few weeks where our main customer service rep stopped responding to emails and was ultimately sending out templates emails to every single customer – not addressing their question but rather saying that we had not been receiving the email. It was a terribly difficult situation which is what led to a week of people not being replied to promptly. We also had an agent log in to our twitter and email and send some very inaccurate, falsified statements.
We take full responsibility – which is why we hired a full team of 6 agents ready to personally respond. Our main priority is making sure people are not just responded to – but actually feel like they’ve been taken care of. This is something that won’t be really realized on social media for a few months – when people actually experience the drastic improvement in customer service that I am promising.
This is quite the inaccurate, false claim that we sometimes see from people. In the 1st month that we sent out a bag in July 2014 – we sent out a discontinued product. We receive a ton of feedback then and since that date – we have not included 1 discontinued item. This is very important. I really want to stress that this has kind of haunted us a bit since then – because to this day we have not included a discontinued product and we work DIRECTLY with our brands to deliver new and high quality items. Sure – we may include some value brands that you mentioned such as NYC or Milani – however they are certainly not discontinued.
We also include lots of high quality brands with some of our items retailing for $25+ – and we do so quite often. Brands like So Susan, Elizabeth Mott, Jelly Pong Pong, Cargo, Pixi, Hikari, Be a Bombshell – those brands are brands we like to include. We’re only increasing our brand reach as well as we continue to grow.
We definitely appreciate the blog post – I hope my email has shed some light on the issues you mentioned in your blog. I hope maybe you’ll share some of this information with your following as we really want to be honest and show how much we care about our customers. We’re going to be improving A LOT in the next few months with a complete website revamp.
We’ll be implementing a feature where subscribers can customize certain product colors. They’ll be able to log into their account – choose a product and ultimately select from a choice of 3 colors for that product. We won’t tell the customer what brand each item will be – we’ll just state that it is for example a Lip Gloss and to choose the color. If there is a high demand for one color and it runs out – subscribers will then choose from the 2 remaining colors. It’s an incredible change for Lip Monthly and we’ll start off allowing subscribers to customize 1-2 products to eventually being able to customize all 4-5 products.
We’ll also be including a cool giveaway page where subscribers can enter giveaways on a monthly basis through Instagram. In addition a loyalty program where customers will be awarded points based on length of stay. For example – if a customer stays for 3 months, 6 months, 12 months – they’ll be rewarded increasingly larger awards to show our appreciation.
We’re really looking to improve our reputation as a whole going forward as we continue to grow – we definitely understand there is some negative exposure out there due to customer service however that is something that is completely overhauled going forward with a much larger team. We’re also going to be dedicating either May or June to a customer appreciation month and will be including an extra item for all of our subscribers – we feel its an important way to show how much we value our subscribers.]
Summary of Response to Lip Monthly Rumours
I apologise for your sore eyes, I know that was a lot to read but as it’s the first time Lip Monthly have directly responded to all the allegations, I thought it was important to put it all out there for you guys to read! I’m personally really impressed that they have decided to be honest about the mistakes and bad moves they have made. No – it doesn’t change or make up for it to those who have lost money… but, it’s a start! If they keep their promises, I can see things really looking up for them – and their customers.
I think employing six new customer service staff is a much-needed move, and I really hope that current and future Lip Monthly subscribers start seeing a difference straight away! If you have any outstanding issues with Lip Monthly, or have not received a bag, make sure you take them up on their invite to contact them and get it sorted out! If you’ve already done this, I would suggest re-contacting them, as of course if their previous agent wasn’t dealing with things properly, there may not be a clear record of your email.
If you made it to the end of this post, gold star to you, haha! I know it’s long, but I think all the information was needed to get the full story of the Lip Monthly rumours and their response across. Please do comment below or get in touch and let me know of your experiences going forward, good or bad. Thanks for reading!
Never miss another post from me! Click below to follow me on Bloglovin. If RSS or social media are more your style, check out my sidebar!