Lacking customer service from Drunk Elephant or just my bad luck?

[naturalooks15]

I have been almost exclusively using DE products for past 1.5-2 years. No issues so far. Shaba eye cream pump was not working well. It would stop dispensing product and then after I kept trying start working ok after 3-4 days and this happened about 4-5 times (stop-start cycle). I emailed them to let them know about faulty pump so that they ca fix or if they have heard of similar issues from others, I got extremely defensive response telling me that seems like product is over and it's time to buy a new one also telling me that I bought the product last year based on order history (assuming their website is the only place I buy products from, which is not the case, I have bout from Sephora and DermStore as well and spent more than $1600 in two years on DE products since that is all I was using).

Thank Goodness that I did not throw it out and decided to shake and try again because it's been 1 months and I still have product in there after using it at least 4 times a week. Had I listened to them, I would have thrown away so much amount of an expensive product. 

I also noticed/ read that when any bloggers or Youtube folks raise an issue then DE customer service response is very different, much more friendly and resolution oriented.

I felt odd that they were not at all accepting that their could be a problem, assumed that their website is the only place I buy from and quickly suggest that I buy new bottle without caring about or asking for any more details and became non-responsive. 

I guess they don't much care about regular quite albeit high spend customers as much, disheartening a bit as a loyal customer. 

[naturalooks15]

 I had not bought the Shaba eye cream else I am sure Sephora would have exchanged.

@elthom I actually quite like DE's pumps myself because they are airless and keep the product stable and safe.

Out of so many I only had issue with this (and I have all of their products) and not like I was constantly complaining still their customer service didn't seem to care 😞

@KRB2014 I have babyfacial but I only use it  1x week so probably haven't worn out the pump. Maybe you should write to DE itself this time?

[KRB2014]

I’ve been using the DE Babyfacial for about a month and in that time I’ve had to return the first bottle I bought because the pump wasn’t dispensing any product. Sephora gave me a new bottle without a problem but this second bottle is doing the same thing this week. I honestly don’t feel like returning a product every few weeks. So I’m not sure what to do at this point. I did see the reviews mentioning that the pump wasn’t the greatest. Really annoying for such an expensive product. Thank goodness I’m using all other Sunday Riley products because I couldn’t handle it if all my products had this problem.

[elthom]

I've been using DE for about the same amount of time and I've had no problems at all with the pumps, in fact, I just love them and the fact that they keep air away from the products and then simply disappear into the top of the bottle. So I hope that they don't change them. However, I do agree that their customer service should have been better. So glad you didn't throw it out!

[curlychiquita]

As expensive as their products are, this brand really cheaped out on their packaging. If you read the reviews on Sephora about their Babyfacial product, all the 1 star reviews are for the pump breaking. I tried it on at the store, and was surprised at how cheap the plastic was. I can see this being a problem in a lot of their products.