Starting to think Rouge Isn't Worth It?

[mbaum]

Last Thursday night, I stayed up late in preparation for the VIB Rouge 20%-off sale. I had my cart stocked. The most important item? The Drunk Elephant Trunk. As soon as the sale began I checked out, receiving a confirmation email immediately as is normal.

Today, I checked my phone throughout the day waiting for a package arrival notification — I watched out the window for my mailman. When it finally came I ran to my mailbox, only to find a box that was half the size I expected. While the box's packing slip had the Trunk listed on it and my online account said all my items shipped together, the box only contained some hair toner.

I called the Rouge hotline, which it turns out is not only for Rouge customers after all.  I talked to three people (including a supervisor) and no one would help me find a solution besides offering a return. The (special edition) item is sold out online and — even if it was restocked — I purchased it because of the combined special edition/Rouge discount. No one could tell me what happened or answer what went wrong in the process. Refusing to answer my questions, they only offered a refund.

In the past when I've had issues with packages everyone has been very supportive. I've been offered points when samples were out of stock, etc. As a student, I spend a lot of my (minimal) earnings to take care of my skin and wellbeing. I was excited for this set, as Drunk Elephant has helped my skin immensely.

After dedicating a lot of my time and money to this company, I'm disappointed in the customer service I received today. I thought as a Rouge member, I would have received better treatment. 

[LaurieBT]

Hi @mbaum,

I'm so sorry to hear about this experience and thank you for sharing your feedback with us regarding this. I'll take a look at your order, and I'll send you a private message to help shortly.

Warm regards,

Laurie

[sofiavil]

This is terrible!! I've wanted that set since last year's came out.