Your thoughts regarding a faulty Shellac Top Coat

[heatherp]

Hi peeps

I opened a new Shellac Top Coat on Wednesday to find that the brush had completely detached from the wand, fine I thought I'll use a spare brush as I have kept a couple just in case, well I tried but the loose brush was obviously in the way in the bottle as it was distorting the replacement brush as I took it out and was so bad I couldnt paint properly.

I am a small home based salon and until recently have done shellac but it has really taken off for me since I opened my new salon at the end of june ( I do about 9 - 11 a day now)

Anyway, when Shellac was first launch I order a few of each of the top and base coats and also a spare of all the colours and boy am I glad I did bearing in mind the stock problem we initially had.

I have just spoken to sweet squared and she is querying taking the faulty product back as my last order for top coat was a few months ago.

I explained that I kept stock and was only a small salon and that it had just taken off in earnest and that surely they didnt expect anyone not to keep any stock bearing in mind out of stock situations still happens as I have been waiting for Cool Blue for weeks now and she said that there is a time limit on returns.

I said I could understand that for basic returns but this is a faulty product, she was still non committal and said she would need to speak to her manager and get back to me but this wouldn't be done until tomorrow.

Just wondered what your thoughts were on this, I can understand their concerns regarding buying off fleabay and alike but I would never do that for alot of reasons not least that its more expensive, they also can't say I brought it at Ellisons as my last sale was before they started.

Please don't slate me for this post, I know they may well come back with an acceptable answer but the tone was honestly one I wasn't expecting.

 

[Katelisa]

As far as your actual rights go, check consumer direct. I can't imagine S2 would make an unfair decision, but just make sure you know your rights.
xx

 

[shedunlop]

I would wait until tomorrow to see what they might do for you. It is always a good idea to open up bottles when you get them and check. I have been caught like this before with nail polishes either with missing brushes altogether or where the bristles have become detached.

I would probably delete this thread today as you may get some criticism for not allowing Sweet Squared to put things right first.

 

[heatherp]

This is exactly why I said at the end, please don't slate me as I know they may put things right tomorrow.

I was just surprised by their response.

 

[shedunlop]

You may find that the person you spoke to was new and/or didn't have the authority to make any decision.

All companies allow you, normally, a 7 day period from delivery for you to check your products and report any damage or faults. As I said, I learnt from my problems and you will probably do so from this. I just think that waiting a day would not have done any harm at all considering the length of time you have had the products in your possession.

If you ask for advice here you must take what is given, you can't really only ask for one type of advice. I think everyone reasonable will tell you to wait and see.

I'm off to get my tin hat on now!

 

[GaynorE]

i had a problem like this today actually. i placed an order last week and one of my items was shellac cocoa, only just opened the bottle today to find that the last half cm of the wand is bent out so the brush is almost at a right angle, i spoke to someone at s2 and she said is it still useable?, as i said not really because i cant get the angle right wen polishing she said ok return it and we'll have a look then send out a new one. but had i said yes i get the impression she would have refused.

i also asked to return my minxed curved file because i have only used it about 4 times and the rubber coating is coming off already. i told her i ordered it 2months ago and have only recently used it 4 times and she said she cant do me a return for a product from that long ago,so i said right so i suppose i have to throw it away and buy a new one then? she said yes am sorry about that.

well i wasnt for accepting that, it doesnt say on the box good for 4 uses does it? lol. so i explained to her that i have only just used it in the last week since i only just ordered my minx lamp last week and i expected it to last for more than 4 treatments, and am not very happy........
she said shed ask her manager, put me on hold for about 1min and came back saying on this one occasion she can replace it. so then i asked for it to replaced with the crystal file as i dont want another 1 that lasts 4 treatments, she ummed n arred a little then said yeah its the same price. she wasnt bothered about me returning the old one, told her i would send it anyway and she said yeah ok we'll av a look at it.

not what i expected either.

 

[GaynorE]

before i get jumped on lol.......

i know it was 2months old and as far as they know i may have used the file ever since i recieved it but even if i had, should it only last 2months?

and mine did only last 4 treatments xx

 

[cathill]

Yeah I had a colour that did the same I've managed with it but it still wobbles off doesn't make it easy :-(

 

[GaynorE]

Yeah I had a colour that did the same I've managed with it but it still wobbles off doesn't make it easy :-(

the way i see it is... CND are well known for quality professional products, and we pay more their products, and so our clients pay more for their treatments. so if i get a faulty brush in my shellac, or a tool that doesnt last anywhere near as long as it should then i'm going to return every time.

of course faults are going to pop up here and there, i dont have an issue with that, so long as i can return it straight away

i will take note of this thread tho and be sure to check every product straight away and sort out any problems swiftly to avoid any returns problems.

 

[shedunlop]

the way i see it is... CND are well known for quality professional products, and we pay more their products, and so our clients pay more for their treatments. so if i get a faulty brush in my shellac, or a tool that doesnt last anywhere near as long as it should then i'm going to return every time.

of course faults are going to pop up here and there, i dont have an issue with that, so long as i can return it straight away

i will take note of this thread tho and be sure to check every product straight away and sort out any problems swiftly to avoid any returns problems.

It really is better to do that, it saves you ending up with no product to use if you have run out and open a bottle which is unusable for instance.

You basically live and learn!

 

[Yadagi]

I'm actually really pleased you posted this , as I am a newbie, and having received my first Shellac kit last Friday , I didn't think to check all the bottles, only the ones I opened to use on myself.

I will now go and check them all.

So Thank you.

 

[jodiecoxap]

It shouldn't actually matter how old the product is. If the item is not fit for purpose then you should be able to get a replacement or refund. It doesn't matter what it says on the invoice/ terms and conditions as it is the law.
Xx

 

[heatherp]

Thanks for all your comments

shedunlop - You are right I should check my items when delivered and will certainly do so from now on. I was not looking for a response that agreed with me, I was looking for others points of view as coming from a customer service background myself was surprised at their response. I was also surprised at the suggestion of deleting this thread as that suggests that everything is open for discussion unless sweet squared comes into it, I love sweet squared and wasn't looking to slate them, just stating my point of view.

GaynorE - Totally agree with your comments, we pay a premium for CND prodcuts and therefore look for hassle free service when the odd problem occurs.

Anyway - off to check my stock of shellac bottle now xx

 

[Wooshka]

Thanks for all your comments

shedunlop - You are right I should check my items when delivered and will certainly do so from now on. I was not looking for a response that agreed with me, I was looking for others points of view as coming from a customer service background myself was surprised at their response. I was also surprised at the suggestion of deleting this thread as that suggests that everything is open for discussion unless sweet squared comes into it, I love sweet squared and wasn't looking to slate them, just stating my point of view.

GaynorE - Totally agree with your comments, we pay a premium for CND prodcuts and therefore look for hassle free service when the odd problem occurs.

Anyway - off to check my stock of shellac bottle now xx

On the chance I to will get slated, I wanted to say that I agree with you heatherp about your comment that everything is up for discussion unless S2 are involved.
When I first read this thread yesterday and read that it was being suggested to delete it, I felt again that SG is playing faves with S2/CND and I already think there is enough of this feeling going around already let alone adding to it.
I will be honest and say that I said to myself "oh we go again, another thread where no one is allowed to say one bad word about S2 or CND":irked:

The bottom line is, it is law in your country and mine that if a product is faulty, you have every right to return it for replacement or refund if it's in it's warranty period (I will admit, I don't know the warranty periods for Shellac but I would say what they call it's 'shelf life' is equivalent).

I recently took an electric kettle back as it leaked everywhere and was getting worse as it got older, it was 10 months old and I received a full refund cause it was faulty. By law when S2 sell their products, they are meant to sell them in good working order and so they can be used exactly how intended, so if the product does not live up to those standards, ANY company incl S2 must rectify it and I really don't see what the problem was with heatherp mentioning the not so good reaction she received considering it was not her in the wrong, it was a faulty product and it's obvious that cause S2 is such a good company, she was shocked by the response and lack of willingness to help a customer. It happens often with many companies and it obviously can even happen with S2 but there is no need to be hush hush about it, S2 are only human too

S2 from what I hear on here are a fabulous company but they are not immune to the odd bad experience/bad staff member/bad product and I think it's playing favorites big time by asking anybody to delete their posts if they make a comment about a negative experience with S2.
There has been many threads like this that mention many different brands and companies and I have never seen anybody suggest they be deleted cause the company/product is being talked about in a negative way but it seems as soon as S2/CND gets mentioned, it's suggested to be deleted, that is playing favorites in my opinion.

I hope you can sort this all out with S2 quickly and swiftly heatherp, make sure you let us know what happens in the end.

 

[blossom]

Y

If you ask for advice here you must take what is given, you can't really only ask for one type of advice. I think everyone reasonable will tell you to wait and see.

I don't think she was looking for one type of advice. And you are right, waiting and seeing is of course the way to go. But what surprised her was the tone in which she was dealt with and there's no excuse for that really. x

 

[millyspook]

Here here, I agree. Cnd/s2 have their faults like most companies. If you can't take the heat - stay out of the kitchen

 

[scottishjoy]

I think if it had been any company mentioned the same advice would've been given :/

I've always had a good experience with s2. Any issues I've had have been dealt with quickly and efficently. It *is* our duty to check our products once we receive them. S2 or any other company have to sell us unopened goods right? They can't telepathically check them. So even if we know we won't use it for months we should check it.

What is goin on round here at the moment? This is not aimed at any one individual but every post that can be debated turns into a bitchfest its such a shame.

 

[Rubytues]

On the chance I to will get slated, I wanted to say that I agree with you heatherp about your comment that everything is up for discussion unless S2 are involved.
When I first read this thread yesterday and read that it was being suggested to delete it, I felt again that SG is playing faves with S2/CND and I already think there is enough of this feeling going around already let alone adding to it.
I will be honest and say that I said to myself "oh we go again, another thread where no one is allowed to say one bad word about S2 or CND":irked:

The bottom line is, it is law in your country and mine that if a product is faulty, you have every right to return it for replacement or refund if it's in it's warranty period (I will admit, I don't know the warranty periods for Shellac but I would say what they call it's 'shelf life' is equivalent).

I recently took an electric kettle back as it leaked everywhere and was getting worse as it got older, it was 10 months old and I received a full refund cause it was faulty. By law when S2 sell their products, they are meant to sell them in good working order and so they can be used exactly how intended, so if the product does not live up to those standards, ANY company incl S2 must rectify it and I really don't see what the problem was with heatherp mentioning the not so good reaction she received considering it was not her in the wrong, it was a faulty product and it's obvious that cause S2 is such a good company, she was shocked by the response and lack of willingness to help a customer. It happens often with many companies and it obviously can even happen with S2 but there is no need to be hush hush about it, S2 are only human too

S2 from what I hear on here are a fabulous company but they are not immune to the odd bad experience/bad staff member/bad product and I think it's playing favorites big time by asking anybody to delete their posts if they make a comment about a negative experience with S2.
There has been many threads like this that mention many different brands and companies and I have never seen anybody suggest they be deleted cause the company/product is being talked about in a negative way but it seems as soon as S2/CND gets mentioned, it's suggested to be deleted, that is playing favorites in my opinion.

I hope you can sort this all out with S2 quickly and swiftly heatherp, make sure you let us know what happens in the end.

Totally agree with everything you have just said there!
And the suggestion to delete the thread is down right wrong!

 

[Aromababy]

Here here, I agree. Cnd/s2 have their faults like most companies. If you can't take the heat - stay out of the kitchen

Maybe s2 and cnd are the mafia equivalent of the nail word. Lol.

At the and of the day this is a customer service issue, and at the time of the initial complaint/query good customer service wasn't given imo, because the customer isn't happy and has to wait for an answer to a problem which could easily have been rectified.

After all whats more important a life long relationship of business between customer and supplier or the hollow satisfaction for the supplier, knowing that they followed the rules and saved themselves £15 and another query from the aufitors!? Are s2 that hard up!?

Sent from my GT-S5830 using SalonGeek

 

[ValencianNails]

On the chance I to will get slated, I wanted to say that I agree with you heatherp about your comment that everything is up for discussion unless S2 are involved.
When I first read this thread yesterday and read that it was being suggested to delete it, I felt again that SG is playing faves with S2/CND and I already think there is enough of this feeling going around already let alone adding to it.
I will be honest and say that I said to myself "oh we go again, another thread where no one is allowed to say one bad word about S2 or CND":irked:

Your thoughts are totally inaccurate... to the point where I can tell you for a FACT that most threads concerning CND and S2 are usually left on the site a lot LONGER than we'd allow other threads to when they go downhill!!!

S2 from what I hear on here are a fabulous company but they are not immune to the odd bad experience/bad staff member/bad product and I think it's playing favorites big time by asking anybody to delete their posts if they make a comment about a negative experience with S2.
There has been many threads like this that mention many different brands and companies and I have never seen anybody suggest they be deleted cause the company/product is being talked about in a negative way but it seems as soon as S2/CND gets mentioned, it's suggested to be deleted, that is playing favorites in my opinion.

Who exactly is it that plays favourites? (as you put it)
What we don't accept on the site are threads that intentionally slate a company for no other reason than to cause trouble, that rule applies to everyone and every company, regardless.