I wanted to talk with you a bit about Stila Cosmetics. As you know, I got on the Kitten bandwagon around Christmas due to the Artist’s Inspiration Palette. I also really liked the Smudge Pots. However, around Christmas I had two severe reactions to two Stila products: the Peacock Smudge Stick and the Bronze Smudge Pot.
I know I have extremely sensitive skin and eyes. However, my reaction was a rash under my eyes where the skin sloughed off, got red and swollen, and everything was painful to the touch. The skin went raw, and took about 2 or 3 weeks to heal. It was awful. I want to avoid this ever happening again. No, I don’t think Stila makes bad products or tried to poison me, I just think I have really sensitive skin.
I contacted Stila to ask what the similar ingredients were in the two products, letting them know about my reaction, letting them know I had sensitive skin and that I wanted to avoid having this happen again. They responded in a really helpful way, narrowing down the list of ingredients to five possibilities. They also went above and beyond and offered to have me return the two items for a refund. Since I hadn’t expected this or asked for it, I was really impressed.
After talking with the Chemist, he made his best guess as to what had caused the reaction, and gave me a few other suggestions, which will make it helpful for me to avoid a repeat of that reaction and I truly appreciate.
So I returned Peacock and Bronze to Stila, and true to their word, they issued me a refund. I thought it was really nice of them to do so. When talking to Stila via twitter and email, everyone I spoke to was very helpful and seemed genuinely interested in solving the problem, rather than placing blame anywhere. Because of this, I deem Stila Cosmetics to have good Customer Service and to be a company that definitely pays attention to its customers. And hey, I didn’t have to go chase them down on Facebook for a response. That’s refreshing!
Do you have any stories of good customer service to share? If so, I’d love to hear about them in the comments.