Goodness. I had no idea about the problems with Julep when I signed up in July. It was my first ever subscription box. (Silly me, I just saw the pretty nail polishes and zip, off I went. Not to mention that I knew they were a local Seattle company and I like to support local!)
My initial order box (the one they hook you with) came without a hitch. I’ll admit I wasn’t crazy about the quality of the polishes. There were three of them and two were very gloopy and not really possible to use. BUT….the third was very nice and I’ll say right here that the durability of that polish is exceptional. Enough for me to continue giving the company a chance and I placed an additional order outside the next Maven box. Three more polishes that I liked quite a bit (a little gloopy, but okay). Next Maven box ships late. I’m okay with that, everyone has glitches sometimes. I received an email apologizing and also stating they were adding x-number of bonus points to my account. *The bonus points were never added to my account.* Fast forward to the next Maven box, August. I order my box, even adding three additional items at extra cost. Last week I receive an email sent out to all Maven members that Julep has once again experienced some catastrophic event (isn’t it always?) and our boxes can’t be sent. They will be refunding our money and crediting our accounts (where have I heard that one before?) to cover the September boxes. Okay….I’m almost okay with this (if you’re keeping track though, you’ll see that I’ve never received a Maven box normally, on schedule, without a Julep catastrophe email or something)….but I was worried about the 3 add-ons that I paid for with my August box. No worries, thinks I….I’ll just shoot them a quick email asking them and maybe ask about those credits they promised me from last month while I’m at it. So I send Julep my first email….and immediately receive the most ridiculous automated response. It tells me how busy they are due to their tremendous growth (or could it be their f*&% ups?) and they couldn’t possibly respond to my email for at least 3-4 days. Well. So sorry to have bothered you, Julep.
I’m a pretty easy going person. (I even told the customer service rep in the email I sent that my complaints weren’t directed at *them* and please, please forward my email to an upper manager instead because I don’t like poor customer service folks to have to listen to stupid complaints all day.) But Julep….wow, these folks need to get their act together before accepting new customers. Take care of the people you have first. Get it together. Fix it. *Then* and only then should you take new subscriptions. That’s the ethically right way to handle this right now.
Please do not enter your email address in the Name field or in the comment content. Your email address will not be published. Required fields are marked *. Remember to post with kindness and respect. Comments with offensive language, cruelness to others, etc will not be approved. See our full comment policy here.