PSA! Since my Review of a Slip “Pillowcase” Isn’t Being Approved, Buyer Beware!

[ohthehumanatee]

UPDATE: Slip apologized profusely (I assume once they saw the moldy rag in sealed Slip packaging), and sent me a box of $500 worth of apology products! Opinion revised! Thanks, Slip! ORIGINAL: Horrific product; equally horrific Slip customer service. Let me explain: I decided to treat my self to one of this luxury pillowcases, but imagine my surprise when I opened it to find the Slip packaging contained a moldy rag sealed in the box. It waspretty gross. I figured,hey, s*** happens, maybe a *very* used cloth got accidentallydropped on the assembly line and sent out. A bit disappointing as far as quality control goes given it’s a luxury item, but whatever. What I did notexpect was when I reached out to Slip, that I would not only not receive any sort of statement resembling an apology, but that they stated it had “clearly been tampered with” despite there being acomplete seal around the product. They requested more pictures, a video,and that I send itback to them before I get areplacement. It’s hard not to read into this as an insinuation that Slip is implying that either myself or Sephora tampered with 2 layers of plastic sealing. The way this so called “luxury” brand handled what was simply a manufacturingerror on their end made me give up dealing withthem, and I returned the product in person to my local Sephora, where it caused quite a bit of amusement. They had some Slip pillowcases in stock, and we compared the seals to see if Slip accusations of“tampering” were correct. They were not. Several associates looked at it and confirmed that I had been sent a moldy rag instead of a $100 pillowcase. Having worked in the service industry for 14 years, it’s kinda rude to blame the customer for your mistake. I’m very relieved Sephora has such a wonderful return policy.

[RebeccaBT]

Hi @ohthehumanatee,

I am so sorry to hear this! I will send you a PM to further assist you!

Best,
Rebecca

[faeriegirl]

Oh wow @ohthehumanatee! That is so gross! That is ridiculous how Slip handled the situation.

[cianni]

@ohthehumanatee woaahh that is gross! i cant believe that they had the audacity to blame you for this... not great customer service, thats for sure. happy you were able to successfully return it to your local store instead! im so curious about the story behind that one. seems like a health hazard to be potentially sending out what looks like a science experiment LOL. i havent had much luck with luxury customer service either in the past. i bought a very expensive (and by some measures, totally overpriced) winter jacket that was supposed to come with a defect warranty. i noticed down feathers coming out of the sleeve not too long after i had purchased it, and wrote to customer service, as there was a hole in the sleeve and it was clearly a defect and i had only worn it a handful of times. there were also issues with the zippered pockets (one pocket didnt unzip at all). i emailed customer service asking about how repairs would work, and they asked for photos. i sent photos within a few hours of their email and never received a response.... i repaired the hole myself and lived without use of one of the pockets until i purchased a new jacket a few years later. definitely NOT from that brand! haha

[GG84]

@ohthehumanatee They requested you bring the item to Sephora or send it directly to them? Sephora cuts their losses unless it’s electrical as far as I know, so they would not send that to Slip, they would just toss it. 

But that’s disgusting. Sorry you had to go through that. 

[ohthehumanatee]

Thanks! They said they would “liaise directly” with Sephora, and that they’d like more pictures and a video because it had “clearly been tampered with,” and then they’d send a shipping label and ultimately a replacement. Honestly if they had just said “whoops our bad” and sent out a replacement I would laughed it off, but the lack of apology and kinda veiled accusation that me or Sephora was trying to scam them really rubbed me the wrong way. The manager at my local Sephora did say she would hand it to her higher ups, because I really don’t want them to eat the cost.

[Zshrink]

Thank you for posting this. I was actually considering purchasing their hair products until I read your post. I appreciate you taking the time to write this and upload your pictures. It is surprising that luxury brands would have such terrible customer service. Reminds me of my experience when I complained about suede shoes I had bought from StuartWeitzman.com back in 2010. The suede wore down and was even ripped after just 7 or 8 wearings of the shoes and I had only wore them indoors. After being told to send pictures and then to return the shoes, I did not receive a reply. I had to contact them myself again via email, a month a later, to find out the status. After some back and forth phone calls regarding repairing the shoes versus sending me a new pair of shoes, I finally received a refund, but I received it one year later! To top it off, I got a very rude phone call from a different Stuart Weitzman customer service rep who told me that I am never to purchase Stuart Weitzman shoes again! Now, that was unnecessary.

[ohthehumanatee]

Ugh! I’m so sorry you went through that! 😞

[PinkEvergreen]

@ohthehumanatee  Wow, that is completely bonkers!!! So glad that Sephora took ownership of the situation and helped you properly!