Re: Ordering Online
Hi All,
This is my situation and I am putting it out there for you all.
I have been locing since March 2006 and I couldn't find a natural product to loc my hair with because I wanted it twisted. I had ordered some hair butters from Ebene and Naani. I ordered the products in the ending of March.
On my visa statement Ebene and Naani never took their money until the beginning of May 2006, but even before this time I was always emailing them about my order. Finally my order from Ebene came the ending of May, and I was excited, because like I said before I couldn't find any natural product to twist my hair with. When I tried the product it was rough to the touch, when I rubbed it in between my fingers there were grains in it. So I told myself to give it a try, those grains would probably melt in my hair, NOT.
I had to wash my hair out because it looked like I put a product in my hair and didn't wash my hair for days. So I throw out that product which cost me $26.00 of my hard earned money.
Now Naani I am always emailing them, and I even scanned a copy of my visa statement and emailed it to them to show them that they took money from me, so I want my product. I got an email from them again stating that they sent the shipment out and they don't know why I haven't gotten it and I should have purchase insurance on my package. THEY SHOULD HAVE TOLD ME THIS BEFORE I ORDERED. So I am still waiting for this package to come again.
I need some help, I have emailed them. I am not calling because they say not to call and plus this would be a long distance call for me, I live in Toronto. But this is frustrating this is my hard earned money that I used to order these products and plus since they were natural, black owned, I wanted to give my support. Any suggests?
Debbie
To be honest with you all, I didn't intend to post this message to the
group, but instead to respond to Debbie off list. I must have selected
the wrong option and posted it by mistake. There is a method to my
madness, which you can read more about in my below email to our sister
Debbie, and a lot more about in my blog.
I do believe in the customer's right to know, however I am concerned
about how negative reviews posted in public forums are affecting our
Black owned businesses. I know that was not Debbie's intent, and I
appreciate those who have already offered advice.
Kaya Casper
========
Debbie,
I did not approve your message to the group. I have found that
messages like this often scare people, and cause them not to place
orders from the company or companies in question. I would hate to see
these businesses lose customers and revenue as a result. I understand
that you are simply looking for a resolution to your issue, and your
intent is not to defame these companies, but our words are sometimes
more powerful than we know.
I'm sorry to say I'm not sure what the issue is with the two companies
you mentioned. I will say that it is possible that these businesses
are struggling to keep up with customer demand. They could be having
extenuating circumstances that will improve later, for example
additional family responsibilities in the summer or something of that
nature. That doesn't justify the situation, but I'm hoping to offer a
few things to consider.
Regarding the products you received with the grains in them, I can
tell you that when you melt shea butter and then cool it down, it
sometimes develops a grainy texture. I don't remember off hand why
this is, but that may be what happened with the butters. I know you
said you threw them out, but it should be ok to use on your skin just
in case that ever happens again.
In the case of Ebene, I think it's reasonable to request a refund or
replacement. Simply email the company and relate your experience. Make
sure to be kind - we business owners can be very sensitive, and
believe it or not we are often already painfully aware of our
shortcomings. Simply give them a time frame to respond - I think two
weeks is reasonable - after which you will request a refund from your
credit card company. Most likely they want to resolve the situation as
much as you do, but may be swamped with orders, customer service
inquiries, etc. If you can afford it, consider that $26 a donation to
them to help improve their company in the future.
For Naani, I would say to give them another chance since they have
already resent the order. Wait for the replacement to come, and
hopefully you will like the products. Before ordering again, email
them and ask if the turnaround time has been improved. Again, relate
your past experience without attacking (I'm not saying you're doing
that now).
I have recently talked about this very topic on my blog. I would love
to have you read it and share your insight with a comment. I hope this
information is helpful to you, and that you get your situation
resolved. I am also copying this message to the companies in question.
http://naturallyyoumagazine.blogspot.com/2006/08/dont-do-business-with-black-peo\
ple.html
By the way, I have heard rave reviews about SistasPlace.biz,
OyinHandmade.com, and QhemetBiologics.com. SistasPlace.biz in
particular offers sample sizes of many different brands, so you can
try out products affordably.
You may want to check them out - and don't be afraid to send them a
preliminary email to them to ask about their turnaround time, whether
or not you need to insure your package, etc.
To loc your hair, one thing you can do is go to the grocery store and
buy a big aloe leaf. Cut it open and use the gel (it's a little slimy
but that's what helps your hair hold) to retwist your new growth.
[Edited to add: this option is accessible, easy, and cheap!]
Peace~
Kaya Casper
Kaya & Debbie...
(ok, I had a very intelligent email type out and my system crashed so
I have to retype it...and I can't remember what I said)
Anyway, I have to agree with Kaya on this one. I order online ALOT
and all establishments seem to have their "quirks". Debbie, I have
not ordered from the companies you mentioned, but I have ordered from
sisterplace (the one Kaya mentioned) and companies in Canada. For
example, Carol's Daughter doesn't charge your card until they ship
your products, where as the other companies charge immediately and it
takes about 10 to 14 business days for them to arrive.
Debbie, it may be a long distance call for you, but it may be worth
it to talk with someone. I know that emailing in convenient, but it
sometimes doesn't solve the problem 100%. Normally, most companies
will do what they can to make the customer happy. If you guys still
can't come to a satisfactory solution then talk with your credit card
company.
Kaya, the situation that Debbie has presented would not deter me from
shopping at these establishments. But I have that type of
personality of...."I have to see for myself". Actually one of the
sites I have never heard of and I may just go to the site to see what
is available. :)
Peace & Blessings....Jolie