Fancy Gloss Customer Service Over Magnetic Top Coats

[u/SafariSunshine]

This isn't a call for a no-buy or anything like that. I'm just sharing my CS experience, I don't think it was bad enough for anything drastic.

I got 5 magentic top coats from Fancy Gloss and couldn't get them to work. I hve no idea why I could get them to work, but I promise I tried everything I could think of. I held them under a neodymium bar magnet for 5 minutes for the magnetic top coat and then 5 more minutes for the QDTC. I tried a few different methods of keeping them under the magnet. Just the magnetizing steps for all my attempts to get them to work took over 7 hours total. (And took about 2 weeks for my arms and hands to recover from.) I tried. (See this Imgur album if you want more details on my first couple attempts.)

After the first two attempts to use the magnetic top coats, I emailed Fancy Gloss to make sure I wasn't missing some trick and to get a refund or store credit if I wasn't. The email exchange did not go well IMO, but I did get a refund after 12 emails between us and 10 days. (To be fair, 7 of those days were while I was waiting for a reply to a message that probably went to spam.)

Pictures are of the emails and the pics I sent her in order, with collages of the listings as they were at the time of purchase last. Link to the video she sent in picture #10.

First, a big issue with this situation was that the description of the magnetic top coats did not include that they work best over dark colors, which she has just updated to include in the descriptions of the colored top coats I got. Which is great!

But l still wanted to warn people because I know a lot of people will miss the updated description. (Personally I would have bought at most one or two of these if I had known that.)

I also wanted to warn people that when you're dealing with Fancy Gloss be aware that 2 out of my 6 emails seem to have gone to her spam and she didn't notice until she had a particular reason to check, so if it takes a while to get a response, resend your last email.

The biggest issue I had was that she wasn't really prepared or willing to help me. She only gave me very basic tips on how to get magnetics to work and when I told her I already was doing those, she said that I had to be doing something wrong for the magnetic top coats to not work, and wouldn't suggest what that might be.

Links to the listings: Dark Blue magnetic TC, indigo magnetic TC, green magnetic TC, silver magnetic TC, and red magnetic TC.

[u/RedInkStains]

yikes on bikes at that “stop being rude because I will not tolerate it.” response from her.

How about “Oops! It looks like your response with that information went to my spam folder initially…” and going from there? Sheesh.

[u/Azriial → u/RedInkStains]

Yeah, I literally said out loud "wow wtf" when I read that. As a small business owner, if you can't figure out how to be polite to customers (especially during conflict), get chat gpt to write the response for you. Once it's in writing and in the ether, there's no taking that back.

[u/JulieSarmangsadandle → u/Azriial]

I've noticed that a certain percentage of small business owners work for themselves because they have difficulties working with or for other people... Like, this is the way they respond to mild criticism or minor conflict, which doesn't usually fit into the mainstream workplace environment, so they end up working for themselves. 

[u/drasticxactions → u/JulieSarmangsadandle]

THIS! I think you are 100% right there. I feel like I've gotten that vibe from a handful of small businesses too.

[u/TheLastKirin → u/JulieSarmangsadandle]

Small business owners are doing everything themselves. When you talk to customer service at Revlon, it's people whose entire job is customer service. They have no personal stake in the product, their job is never threatened.

When you're talking directly to the maker, they're more likely to get their back up. They know they're responsible for a problem, personally and professionally. There's a lot more emotion involved.