Mary Kay’s Shipping Issues
Written by Parsons Green
Amie Coffey is a Mary Kay director who has a consultant with issues. Her consultant did their very first CDS order for a customer. (This allows the consultant get credit for an order that is shipped by the company. The consultant pays less for shipping with this method). Her second order was a wholesale order, and that arrived damaged too.
Misty Johnson Guyra wants everyone to know that Mary Kay will replace damaged orders. Mary Kay cannot control what happens to a package after it’s been picked up by the shipper. If you explain this to a customer, most of them will be understanding. Amie Coffey replies that orders aren’t immediately replaced. Customer or consultant has to get a picture, then file a claim with FedEx. This can take WEEKS.
Diane Critchlow says most damage comes from inappropriate packing. They must continue to let the company know of issues.
Ellen Bowman Cox thinks that Mary Kay is not spending enough at the warehouse. She received two Buzz Kits that were missing items! (Buzz Kits are a preview package sent to directors so they get a sneak peek of the new product releases) Her kits arrived damaged. Luckily, she called the company and they replaced the products but she wonders why the company isn’t concerned that they’re paying to send additional product when they could have just sent the product securely the first time.
Karen Mitchell Saphos had two InTouch orders zero out TWICE and when she finally got the order, there were 20 items damaged. She’s been waiting since July 22 for the replacement. Lynette Brazda Bicley says you should take a screen shot of EVERYTHING.
Tonya Vice is tired of the continued drama with FedEx shipments. Mary Kay will no longer replace boxes that are crushed in shipment. You have to wait wait wait for replacement products to be shipped.
Mary Kay seems to no longer care. Once they’ve sent to CDS order to the customer, or the wholesale order to the consultant, they’re done. If there are issues, you’ve got to work and wait for them to resolve the issue.
If a new recruit were to ask you, what issues do you have getting product to the customer or to me, how would you honesty answer this? Isn’t this the info you’d want to know before you spent any money on a starter kit? If you’re a consultant, why do you continue to put up with this?
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I hate shopping, so I’ve been ordering things by phone and online for a long time. In all that time I’ve only had a handful of damaged packages. Big outfits like QVC and LL Bean have always made good right away, with QVC even arranging pickup of a defective pre-lit Christmas tree so I wouldn’t have to haul it to the post office. Small sellers are even more accomodating (or else have a disclaimer about not being responsible for damage in transit).
And it just occurred to me that there’s a reason for that: those sellers have to care about their reputations because their customers can leave reviews visible to the whole internet.
If enough people lose confidence in the customer service or return policies of big companies, they’ll stop buying, and that hurts the bottom line. There are no shortage of stores selling clothes, home goods, etc.
The small ones live and die by their reputations to the point where new sellers have trouble getting established because they don’t have a history of good service and will all but beg you to leave them good reviews. Their cash stream is on the line and there’s a heck of a lot of competition.
Mary Kay (any MLM, actually, I remember people in LulaRoe receiving shoddy and damaged goods and getting nowhere with customer service) has none of these problems. Their only customers are their contracted independent resellers.
Given the code of secrecy and NO NEGATIVITY EVAR no one outside the MLM knows about it, unless an agent under deep cover like the very awesome Parsonsgreen chooses to blab on you. A former member might spill the beans, at risk of mockery, bullying, and scorn. Their livelihood (such as it is) depends on stuff they can only get from the MLM. The only options they have are “deal with it” or “quit and become a pariah”.
The MLM’s corporate knows they can treat their CIRs like crap and they’ve got no recourse, and as private companies answerable only to themselves. They’ve got no incentive to do otherwise, after all.
Personally, I’ll stick to the people who do right by their customers.
Karen Saphos: I’m glad it happened to me and not a consultant.
They’ll take every hit from MK to keep their consultants around. How about this not happen to directors either.
“Crumbs”. Karen.. you deserve that feast.
This is bad! What a downgrade in service and attention for consultants!!
At the risk of telling one of those “walked 10 miles in the snow uphill both ways” stories, when I was a consultant/director from 2006-2019, I RARELY had damaged shipments. Rarely. And if I did, I called consultant service, they answered the call with my first name, and they promptly sent a replacement, no questions asked.
Once, I shipped a CDS order to a customer in Texas, it got porch-bandited, and MK sent out a replacement AND dealt with the post office on her behalf.
Guess that Golden Rule service has gone by the wayside.
And I’ve noticed a lot more of the customer facing posts (like Miss Conceptions) talks about how Mary Kay will deliver products right to your door. (I know this isn’t a new concept but why do you need a consultant then)?