New Satisfaction Guarantee Policy
For decades, Mary Kay has offered a 100% satisfaction guarantee on its products. That meant a customer could return a product at any time, for any reason, and get her money back, so long as she had “proof of purchase.”
Without the merry go round of consultants, however, this sometimes became complicated. As we know, almost everyone loses money in MLM, so women quickly crash out of MK. What happens when the customer’s original consultant no longer exists? The customer could return it to another active consultant, who had to jump through a bunch of hoops to get a refund and get the money back from Mary Kay Inc. Or the customer could approach MK Inc. and ask them for a refund.
It was well known that consultants with very old products they couldn’t unload could get a friend to “purchase” them, and then “return” them, so the consultant could get a refund of the wholesale price from MK. They had to be careful with this game, though, because corporate could catch on quickly.
Now Mary Kay is changing things up, and only honoring returns within one year of purchase.
I have to believe this is yet another cost cutting measure, as Mary Kay continues its death spiral, and is looking for any way possible to save money.
What do Mary Kay lifers think of this? Overall it appears positive. Here are a few sample comments:
I do find it interesting that recruiters and directors aren’t so worried about any products expiring when they’re loading up new consultants with thousands of dollars of inventory that they can’t sell. They’re just worried when the people who were duped find ways to recover some of their money.
What do we think of this new policy?
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“It was well known that consultants with very old products they couldn’t unload could get a friend to ‘purchase’ them, and then ‘return’ them, so the consultant could get a refund of the wholesale price from MK.”
This also gets around the “unopened” requirement. Clever. Dishonest, but clever.
Everywhere else has time limits on returns, usually way shorter than a year. Exploiting loopholes in return policies is a major part of retail shrinkage (loss of profits through theft, accidents, etc). Being overly generous in the name of customer satisfaction is just asking to be taken advantage of.
I don’t necessarily have a problem with time limits on returns. I tend to think that retailers in general are far too generous on returns.
That being said, it’s curious to me how many cost-cutting measures MK is putting in place. This is one of many, signaling huge financial problems.
Yep, there have been a lot of measures put in place that would be red flags in any company. Any time a company starts taking steps to remove quality of life stuff for its employees, that’s a warning sign. So far we’ve had samples being discontinued and no more free Look Books, which actually make it harder to service customers and fish for recruits. Getting rid of consultant cars. Changing car qualification requirements. The insane clusterfuffle that was the InTouch update.
Then, of course, Applause being made digital only, shrinking Seminar, and no more lunch at Seminar seem where they’re cutting costs wherever possible.
Limiting returns and closing loopholes that let them float month-end orders make a lot of sense, but at this point it’s like slapping some tape over a hole in a bucket that’s already almost empty.
Don’t forget making nsds qualify for cars and trips. And funky rules that make it seem like nationals don’t necessarily get to keep their last MK car, as was the policy for decades.
And a new jacket in three years since the last one instead of two. We’re stuck making fun of the Barbie wannabe jacket until 2027.
It’s a reasonable and fair change to me. I do think it points to a culture shift that’s happening. I think they’re becoming less concerned about being the “nice” company and getting down to business with what’s happening to their bottom line. I imagine more changes in prizes and recognition will be next.
And jackets that have to last 2+ years instead of a new suit.
I’m gonna try real hard not to be an asshole, but if a consultant is not keeping a record of purchases and is able to be duped into giving someone a “refund” on scam product…I mean COME ON. If Mary Kay was such an amaaaaaaaaazing business that teaches you how to do business SO GOOD, this wouldn’t be a problem. I continue to be flabbergasted by the amount of gaslighting and cosplay business sense that goes on.
What’s Jody upset about? Unfair to the consultant? Did she really mean that?
Actually, its BETTER for the consultant. There are alot of people that have the pity purchase, then want a refund later.
I agree with others…one year is MORE than enough time to decide if you like a product or not.
When I was a consultant, I wish that return deadline had been 60 days or less. I had women bring bags full of very old MK cosmetics to a skin care party and demand a refund on the spot.
I got smart fast. I gave them MK’s address and told THEM to mail it in. I was a good consultant, but back then we consultants could only get a product credit for said returned product; not cash. . I can’t pay for groceries with a freakin product credit. I did not make the money on the sale – MK did. The consultants were always expected to part with the cash. Not this consultant. I was independent. I ran it my way!