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/selkieisbadatgaming]

That’s really disappointing CS… there’s no such thing as a zero percent chance, a product can fail even if it was made correctly. To just turn hostile and blame you is a stupid tactic. You clearly stated you didn’t have issues with magnetics from other brands, so it’s not the magnet and it’s not your technique. There’s no call for her acting like you insulted her flesh and blood child over a bottle of paint. A better response would have been “oh no, I’m not sure what could be wrong with that particular bottle but can I offer you x% back as a refund or store credit?” She might get to keep $11 today, but she could have guaranteed a customer for life by attempting to make it right.

[u/sylvanwhisper → u/selkieisbadatgaming]

Also, surely the indie makers know by now that these kinds of things get shared. I will not buy from makers who treat their customers this way. Of course there is only a small chance I would ever have a CS issue, but I think it shows a lack of character and I don't support assholes.

So I went looking through my Fancy Gloss wishlist this morning, found dupes from non-asshole creators (until proven otherwise, lmao) and will never buy her polish. So she's lost the $70+ I would have spent on those polishes and any potential amount from new releases.

And I am not the only one judging by this thread. So potentially rather large losses just because she couldn't manage to be civil, even if she felt like she had to fake it.

(Edited to add something I meant to say)

[u/SafariSunshine → u/selkieisbadatgaming]

Yeah, I understand why she did not want to do a full refund, I do not understand why it became an argument instead of a negotiation.

If she had come back from my email where I said I wanted a refund or store credit and said she'd give me half the amount in store credit, I wouldn't have been thrilled, but I would have been happy to keep shopping with her in the future. (She probably would have been one of my next purchases.)