CB Sunday: The Fallout

[Sminty2]

Hi all,
Those of us who know, know. All issues, discussions and follow ups, please use this thread. 😊

I am gobsmacked at the things I’ve read today and sorry the repercussions are still rumbling. What are they thinking? Why would they not just say sorry, cancel the orders and move on rather than pissing off your customer base? Someone needs a crash course in customer relations.

Yes they are also look fantastic. The Hut Group.

I call them Cunt Beauty

Hopefully this will cost them financially so they realise this is no way to treat customers. Was it only gold members that were affected? Im not aware of Silver or Bronze members having issues but I could be wrong.

I'm thinking this may happen to me , I did place a further order on Sunday which got canceled but I didn't get the ban email and can still log in. Thinking to leave well alone for a week or so.

@ClutteredPalace

Yes, Bronze and Silver have reported issues.

😂 😂 love it! That's their new name going forward.

I’m a silver customer and also got the deal, but it was 150 points rather than 200. I placed 2 small orders then used my credit the following day.

I did have an issue with a previous purchase, and after chasing, weeks of back and forth with their CS, and asking for a refund, they sent me a replacement instead, so I had to arrange a return then wait further for my money back. It took 48 days from my initial complaint.
Annoyingly, after 3 weeks I was going to put a claim through my bank but changed my mind and gave them the benefit of the doubt - wish I’d just done that now.

I’m surprised to see they own so many companies. They really do need to review their CS!

I’d suggest everyone who has an issue to leave trust pilot reviews and report to trading standards - they need a wake up call

Cunt Beauty indeed! I'm taking it as a sign to try to shop more thoughtfully - will try and either buy direct from companies so they get all the ££ ( hopefully to plough back into their R&D budget for new lovely products, although that's probably naive of me to think so ) or from Liberty that stock some of the smaller niche brands that haven't yet been swallowed up by the big corps like P&G, Estée Lauder, L'Oreal etc. and from smaller retailers like Face the Future. The beauty industry is a tricky one to buy from ethically as the big corps have such a monopoly, I was sad to hear L'Oreal now have a majority stake in Medik8.

@Thelifeofawife
Agree, Trust Pilot and Trading Standards is the right path.

I cannot see how CB ever thought this would be classed as ‘endearing behaviour’

Hopefully, anyone feeling a little bit bruised by this experience will see they are not the only ones who have been badly treated and go on TP and TS.

I half expected to be banned myself. I only made one small order but I did use my fragrance voucher (which was a pain in itself). The way they are throwing out bans though, there's no rhyme or reason to it. I've had my order, the credit is showing but some people seem to be getting banned when they try to spend it.

@ClutteredPalace

It is very unfair. Some people did many orders, got the points and products but no ban, others just one and had their orders cancelled and accounts closed.

I am so nervous of doing an order now! I have £40 credit from Sunday and a £25 birthday voucher they just sent me today - which has a minimum spend of £100 and has to be used within 14 days. I was excited about getting something worth £100 for a bargain price, but tbh I can't think of anything left to buy, and now I'm worried that I might get banned!

There is absolutely no rhyme or reason to it. I placed 8 orders and got all my items and 1600 points. It was all stuff I wanted but only 2 were over £10. I also placed a similar number of orders when the 40% off code worked and I got all those too. I’m either extremely lucky or I spend too much for them to cancel my orders (which I don’t think is the case!). I’m really annoyed on behalf of everyone else though. This sort of thing gets me riled up. Their legal and promotion departments must be staffed by totally incompetent people. The thing is I’m not sure what they’ve done is illegal as they’ve not discriminated against a protected characteristic and their T&Cs broadly give them a right to do whatever they want (I guess that’s one point for legal team there!).

I haven’t spent the points and will probably wait until this has all cooled down before trying to. It’s ridiculous I feel nervous about it though.

@user593

That is the crux though.

No customer, long or short standing, of any level or status should EVER feel scared to buy something from the company, in case they are punished for doing so. Madness.

I'd imagine there are people not on Mumsnet that have fallen foul of this ridiculous banning spree as well. I think they will have shot themselves in the foot banning people who spend a lot on beauty products considering the current financial climate. Im really annoyed because they were one of my favourite online retailers but this has made me not want to shop with them.

What??!! L’Oreal own Medik8 now? Please God of Beauty products, don’t let them dilute the brand and quality of products or customer service.
I hope Eve Lom doesn’t belong to another conglomerate as well, another favourite brand of mine because their customer service is brilliant and I loooove their products.

I imagine that there are a lot. I just hope that they will give a review on Trust Pilot and complain to Trading Standards.

CB needs to listen to their client base, so this doesn’t happen again.

I placed my latest order before all this kicked off (and don’t have status anyway) but this is all so awful!

Why not send a message saying “we messed up, we should have restricted this to one order per customer, we will honour your first order, click here to cancel or continue with any other orders which won’t come with the 200 points but we will give you an extra 50 points to apologise for being idiots”

How have cunt beauty got so many good reviews on trustpilot.... I smell fake

I'm guessing that if you ordered different items it didn't flag the same way in the system? Whereas I ordered 7 of the exact same item and probably should have mixed it up a bit.

They're customer service and technology when it comes to voucher codes has been terrible for years but this whole saga is another level.

I am trying to separate in my mind their crappy treatment from all the lovely beauty products! I just want to buy treats (preferably with a discount code)! ☺️

@IDontHateRainbows I suppose it’s because they do sell a good range of products and have really good offers, as well as edits. Plus the quick delivery. Until I had tried to return a product, they were fast becoming my new favourite.

I imagine SNK are delighted that they will be getting all of CB’s customers 🤣

An edit with Bioeffects EGF will have me crawling back for sure 🤣

I ordered 3x one item (in 3 separate orders) and 2x one item (in 2 separate orders). They may have a cut off of 5 or similar I suppose though. The other three orders were all different and 2 over £10 (but under £20, so not huge orders).

Was it clear from the promotion that it was 1 purchase per customer with a minimum spend? ( which obviously didn't happen)

I didn't get an email about the promo, but spotted it when I logged on to the site. I didn't notice any specific conditions

Its like someone left a jar of sweets out in a nursery and then got angry when the kids all took them.

CB naughty step!!