Ugh! If a famous beauty content creator with 4M subs can’t get courteous customer service, what hope do the rest of us have??!! It shouldn’t matter, of course. They should be courteous and good customer service to anyone, but it’s especially crazy to do that to a popular creator who has bought thousands of dollars of product from them. I’m glad to know this!

@ladyyaya6782

3 ай бұрын

In total agreement ❤💄

@margeling4718

3 ай бұрын

EXACTLY!!!

@Lucygoosey1219

3 ай бұрын

Do they not know WAYNE GOSS???

@Moonbunny55

3 ай бұрын

I flashed to the movie Legally Blonde 😅

@exomake_mehorololo

3 ай бұрын

But... There's plenty brands who treat customers like crap and are incredibly nice to creators. Both are trash

So I have an update! At 8:33pm this evening customer service reached (nearly two weeks after the order was cancelled). The reason for the cancelling: The order was too big. But they would be happy to help me place another order... So there you have it folks. Finally got an answer. But how hard would it have been for them to reach out immediately after cancelling it? Just to let me know ....

@leonnahofer9138

3 ай бұрын

With a huge order they should be bending over backwards to make you happy.

@user-zz3zo6pv3d

3 ай бұрын

Interesting timing….😏

@mwmsjuly19

3 ай бұрын

Of course, there won't be a re-order...right? Unacceptable treatment, no matter who you are or how much you spent!

@amandaf5664

3 ай бұрын

Then they should have contacted you to let you know it couldn't be fulfilled in the time you wanted it so you have the option to wait or cancel it yourself!

@hollypedrin3276

3 ай бұрын

Hi Wayne, happy you received a response. Although two weeks later is still unprofessional IMO. I still due to your experience will not purchase from them directly or at Sephora. I was on the fence about buying their items even with your reviews. It was the cost for me. Now I won't bother giving any of my hard earned money to them.

SECOND UPDATE: I received an e-mail this morning. A very nice one. The reason the order was cancelled was due to a new system they have in place regarding fraud detection. It's sad that it did not happen immediately so I could have been contacted and the situation rectified. It's sad this did not happen - then I would have received my products, they would have received the customer and everyone was happy. Mistakes happen, I get it. And I'm not one to hold a grudge. I truly appreciate the update and e-mail. And while I will not be replacing the order - the fact they e-mailed makes the world of difference. So thank you.

@lisapetrison-beautyreviews

3 ай бұрын

I think that if people are going to trust them enough to buy from them again, they should consider taking measures to correct the problems with regard to all future orders from everyone and then to make a public announcement explaining what has been changed. And to offer a sincere public apology.

@SamSmithVev0

3 ай бұрын

Great. Remove this video perhaps it’s not needed after their explanation?

@Its_me--Boo_Radley

3 ай бұрын

Not one to hold a grudge???? They basically ignored you over and over and over again, UNTIL they saw your video and only then do they start to apologize? If I were you, I would not be so quick to appreciate their sudden apology. Their track record, as reflected on Trust Pilot, is horrible. Anyone buying from Merit should be fully aware that they could be very disappointed. Why even think about supporting a company like this?

@carlyw.5538

3 ай бұрын

Still no excuse to have been so kurt!

@architecturaldream1

3 ай бұрын

@@SamSmithVev0Their explanation does not make up for ignoring his emails for 2+ weeks. That says everything about how they value customers. If he hadn’t made this video I’d bet he’d never have heard back!!

They canceled Wayne Goss' order?! Over an itemized invoice?! 😂 Idiots. I work in CS and I'd be FIRED. Good riddance to rubbish.

👏👏👏 when Wayne is coming to youtube to call you out, this is a HUGE problem

@BeautyRepublicUnited

3 ай бұрын

For real cause this man is the sweetest person ever

@jujutrini8412

3 ай бұрын

Exactly. You know he has to be on his last nerve with them as he is a reasonable and polite person.

@nikolasincorporated

3 ай бұрын

@@jujutrini8412 im willing to bet Katherine Power fired someone today in Customer Relations when that video went live. 😆🤪 she looks like that type of boss

@jcriverside

3 ай бұрын

Execs need to look in the mirror when there are issues like these.

@tillythehun

3 ай бұрын

Right

You’re probably the only customer they’ve ever had with over 4 million subscribers. That will be a painful lesson for them. I will now never purchase any of their products because of your experience. My average purchases per brand are about 500.

@MariaLopez-hc2nm

3 ай бұрын

I myself will Never buy anything from them..I'll spread the word. What a shitty company!😮 Merit..abuse of the Word.

@jori7398

3 ай бұрын

@@MariaLopez-hc2nm “Merit… abuse of the word.” 🏆🏆🏆🏆 I realllly like the way you think!

@haganmonet4810

2 ай бұрын

they stuff aint have no coverage for my dark spots anyway, good riddance

@jori7398

2 ай бұрын

@@haganmonet4810 the Haus Labs concealer works really well on mine… I definitely recommend it in case you haven’t tried that one yet. 💕

I had a horrible experience with MERIT! I ordered a few products from them, didn’t like the way the product looked on me and in order to return something you must email them. So I did and their response took a couple of days. Due to their return policy via email request and the extra days waiting for a response, my 30 day return period “expired” but only because I was waiting on their response. They used that against me to deny the return. I explained to them it was through their own fault that the 30 days came to and they still denied the return and told me to trash the product or donate to a friend. They kept my money and left me with a product they told me to trash! Never again …

@joannepinnow6929

2 ай бұрын

OMG that's awful! Shame on them.

@diam1381

2 ай бұрын

If I were you, I'd dispute the charge on my credit card. Let them deal with Amex. 😂😂😂

@kam0406

2 ай бұрын

File a dispute with your card company! What this company is doing is wrong! Merit sounds scammy!

@user-dm9kw1pp3y

Ай бұрын

I ordered a lot of make up from Jones' Rd during the pandemic. I had to return items but couldn't go the post office bc of you know, the pandemic. They were pretty useless in helping me with the situation considering most everyone couldn't get to the post office.

Thanks for speaking up. Why would anyone of us want to spend our hard earned money with a company that shows zero respect to their customers. Goodbye Merit Beauty!

PS. Can you make another video about the cosmetic companies with the best customer service? Now these are the companies I’d rather purchases from 😊

I just unsubscribed from Merit, who the F has time for that ridiculousness? Thanks for sharing your experience Wayne!

Glad I saw this tonight. I was going to place my second Merit order tomorrow. This is completely unacceptable, and if they don’t adequately serve a $2000.00 customer I surely can’t expect them to serve a $200.00 customer. Glad you shared your experience. Keep records of all your contacts in the event they claim you are defaming their character… I don’t tend to trust companies that behave like this.

Sadly as I'm watching this I'm struggling to think of any company - in any industry, retail, tech, utilities, transport, banking, anything - that I've had good customer service from. Either it takes hours of my life I'll never get back to even get contact and / or when contact finally happens, the response ranges from unhelpful to maddening.

That response is enough to remove them from my wishlist. I’m sorry this happened, there is no reason to treat anyone that way. The heck with them. You are AMAZING WAYNE!

Thanks for sharing. We have PLENTY of places to buy great makeup from. Merit will not be missed. 👋🏼

@jgprn2428

2 ай бұрын

I have never used or purchased a Merit product. I guess I never will 👌 MERIT needs to change their name to NO Merit.

@GreenBeautyCurator

2 ай бұрын

@@jgprn2428😂😂😂

I have to say I just had a delivery issue with Jones Road, more my fault than theirs, yet they sent me a full replacement order at no charge. Good follow up and good service.

I literally have a cart ready, and i just dumped it. Thanks for sharing Wayne, sorry you've had this experience. I can't imagine how awful and tragic it would be for someone like myself to deal with them. X

The cosmetic industry is so super flooded…competition abounds! Who the hell wants to deal with a company that doesn’t give a 💩 about them when they need assistance. No one needs or wants the aggravation! I will surely take my business elsewhere. Sorry you had to experience such crap but do appreciate you sharing. Consumer beware.

I’ve only purchased at Sephora- never from Merit directly. But they’re dead to me now! I work too hard for my money and I only want to spend it with companies I admire.

You just saved me several hundred dollars!! Thank You for speaking about this. I never want to do business with a company who doesn't value their customers.

Only we...customers...... can make the difference and make the choice to NOT support this kind of companies! For me the kindness and the loving service is more important than the products themselves! Thank you Wayne🌻🌺🌼

A reputation for rude customer service was the beginning of multiple influencers saying they would no longer buy or recommend Drunk Elephant. I’m sure this hurt them, every influencer I watched used to recommend DE and now almost no one does.

@lookingatdaisies9901

2 ай бұрын

I only hear about that brand in connection to that 10 year olds in Sephora dilemma,

I was just about to make my 1st purchase from the brand, but no way I'm ever buying from a brand with such a CS. Thank you for sharing.

I’ve never purchased from them and never will now. One thing I really do when I purchase from a company is look at how customer service is. If I have issues like that I never buy from them again. Customer service should be # 1 as far as I am concerned. 👍🏻

Thank you for always being so transparent. If they could treat a customer who has spent that amount with them (and with such a large platform) imagine what could happen to a more “traditional” customer.

I believe Pampered Wolf has spoken about this company. That is appalling customer service. I’m very glad to learn about your experience too because I was tempted to take a look at their products. I don’t need that sort of thing when there are so many companies and products available ❤

My goodness! Why would a cosmetic company displease an industry leader, a professional and a beloved influencer? Thank you, Wayne for bringing the facts to light so consumers can make better choices.

I was going to place an order with Merit. But first, I wanted to watch a tutorial on the application. I am so glad I watched this first. Thank you for your honesty.

Coach did the EXACT same thing to me; I had a discount coupon issued FROM Coach to NEW customers and yet they had “flagged” my account for “fraud” when I’d never even ordered from them. After much back and forth and intentional delays in response time, my order was cancelled with zero explanation. I just think they didn’t want to honor any discounts. So yeah.. never a pleasant experience to be treated so terribly for absolutely no valid reason. Thanks for the heads up, Wayne. I value your opinion and know you wouldn’t take it public unless it were truly AWFUL. Bet once they realize you are THE Wayne Goss (not pretentious but c’mon) they’ll change their tune.

I hate when companies are petty!!! If they want to act like this, they will learnt that businesses can be won AND LOST through word of mouth. And when people spread the word about how bad attitudes can be, they will lose long-term. I stand with you in loyalty and will not vlbe purchasing from them.

I just watched your merit review and wanted to try it, but not anymore until you receive a formal apology. We stand with Wayne!

The way you spoke about be treated like 💩 was so incredibly respectful 🙌 you are such a kind man 😎❤️ … Us, as consumers of beauty products are very fortunate we have an abundance of choosing what company have beautiful products and more importantly beautiful costumer service. Thank you Wayne! Goodbye Merit! ✌️

I have found that good customer service is getting to be a thing of the past. They don’t care about you because there is someone behind you waiting to place an order. Consumers seem to be unlimited…until someone “big” calls the company out. Good on you, Wayne. Saves a lot of us time and grief trying to deal with poor service. ❤️

That is abysmal customer service, good for you for sharing this so people can avoid the same treatment x

What a way of treating a customer. They are lucky to still have a bussines, cause they are not doing things to keep it. Thank you for sharing your experience, not only for this company but for all of them.

wow I was about to purchase a bunch of their new lipsticks but this has changed my mind! Bad customer service is unacceptable!

Overrated brand and products promoting through influencers, always thought its marketing was a bit shallow. Then this...truth always seems to reveal itself. Wayne, you are and always have been very genuine, this is why you have 4M subscribers and still going strong. Thank you for your honesty.

Sorry to hear that... I really dislike people being treated badly by companies. You are right, it costs them nothing to be polite & respond to customers. It's their loss, & knowing that, I won't order from them. Keep up your great content!

Your experience was horrific, and it wasn’t just one incident, it was quite a few!! I have purchased a couple of Merit products but at Sephora, not the Merit website- but based on your experience I will definitely NOT purchase or recommend any Merit products, even through Sephora or any other store. Thank you for sharing Wayne ❤.

I actually do NOT like Merit products, for one because many of the colors run orange/ too warm on me. I also happen to hate their commercials. However, I appreciate knowing about the bad customer service. Recently I had an issue with a Victoria Beckham product and I reached out to customer service and I experienced the customer service to be exceptionally good.

@wendyfrech7863

3 ай бұрын

I have also had only good experiences with a Victoria Beckham products. There was a defective item. They replaced it quickly without me even asking for that. I highly recommend them.

@Christine-uf3oj

3 ай бұрын

@@wendyfrech7863 Same. VB immediately refunded me for my defective item, no further questions.

Wayne, you are the most honest, most respectful person I've ever encountered on KZread. You need to understand that customer service rarely exists. I will never purchase any Merit products, even if they had a 99% off sale. You are hugely appreciated and I believe you 100%. I've never received receipts either, not from said company, but just generally. The world has changed and if you're reading this, Merit. You've just lost the most valuable influencer. Thank you Wayne. You bring joy to so many... don't stop.

I totally agree with you Wayne! Common courtesy is anything but common. Just as common sense is. The companies I refuse to buy from just got longer!

I will NOT order from Merit again either. Thanks for sharing Wayne.

Customer Service or lack of will bring them down....

I placed one order under $200 and that was it. It was a huge mess with no response and no apology! I will also NOT purchase another Merit product via Sephora or any other retailer for that matter because it left an awful taste in my mouth concerning the company. Courtesy cost nothing….you are so right!

I'm glad you are addressing this issue. I am so done with poor customer service and have stopped buying from companies that give poor customer service. Customer service is the backbone of a company. I have not purchased anything from Pat McGrath because of the horrendous customer service and shipping.

Wow! That is ultimately going to affect their business! No one is bulletproof ❤

Thank you for sharing your experience. The disrespect of online retailers and their customer service departments are beyond measure!

Done with Merit as well. Thank you for sharing this with us. They need to adjust the way they work with their customers.

With as many companies out there that sell cosmetics, you would think a smaller company would want to be at their best to compete. It's very sad that customer service is a relic of the past at this point. But we can all choose where to spend our money. Hang in there, Wayne!

Welcome to the real world. Not belittling your problem. But as a person who is responsible for all my family’s finances and bills I spend hours on the phone and computer dealing with mistakes in billiing or incorrect orders. I sympathize and understand your frustration. Sometimes it is impossible to even speak with a real person. Good luck and thank you for telling us your story

Thank you 💕 TONE in customer service is EVERYTHING…was just going to place an order for the new matte lipsticks..not worth it. Companies need to realize we work hard for our purchases and the time you took to work this out is plain ridiculous! This is not just merit, it’s a widespread f you to customers that is becoming more widespread.

@justjulia8007

2 ай бұрын

So true!

Bravo Wayne 👏🏼👏🏼👏🏼👏🏼 thank you for being honest and looking out for all of us

I am a public school teacher. I can assure you that we are not preparing young people for customer service jobs. Young people do not speak with courtesy

@ittibittinurse

2 ай бұрын

That is because they spend too much time on their mobile phones and social media which keeps them from face to face or real interaction with people.

I am so thankful you use your platform for info like this! So many people get treated badly by companies but don’t have the “importance” for them to care. Merit is now OFF my list! Thanks Wayne❤

Having been in customer service for most of my life, it always surprises me that businesses don’t understand that without customers, they don’t have a business. There’s a saying in the customer service industry: the customer is always right. Make customers happy at every opportunity and make things right when things don’t go well. Never be rude. Respond with courtesy. There are templates that are supposed to be used to ensure that proper procedures and best practices are followed. I’m glad your issue was finally responded to with courtesy but they dropped the ball prior to that. If I were their customer service manager, I’d give the agent a poor performance evaluation and probably fire them. There is no excuse for that behavior! None!!

Good for you Wayne!! For letting us know!! When Wayne is making a video about this, it’s hitting the fan

Bravo Wayne!! I fully support and agree with your stance regarding this company. I too would do the same thing. Your words"courtesy costs nothing" ring so true and yet so many people just don't get it. Thank you for your honesty regarding your experience. If enough people stopped purchasing from brands who lead with rudeness,the brand would be forced to change their errant ways or close their doors.

Thank you Wayne for your communication I will no longer be purchasing from this company either. I find both courtesy and kindest to be two things that are so satisfying to give and so difficult to come by that it puzzles me! I believe more companies should be taken to task as well!!!

So right, Wayne. Customer service is SO lacking in companies today. Especially with young people not being trained. I will no longer be buying from Merit. Best customer service award goes to Lisa Eldridge and Jones Road. Those two companies have amazing customer service!

Yhank you for letting us know, i have also had issues with products going bad very fast and not just a little but very very stinky. It is so sad thqt the brand may lose a lot of customers just because of cranky staff. 😢❤

I certainly will never purchase from them again. You are one of the kindest, most honest creators I follow. It's their loss really. A lot of great new products and companies out there who are more than willing to give excellent customer service. Heck, I get better CS with Colourpop than you got with Merit. You're a class act Wayne. And I love the cosmetics I purchased from you. Every single one. Especially the foundation. To die for.❤😊

I’m wondering if maybe they were concerned that you might be a re-seller, since your order was “too big,” (ridiculous, I know lol 😂). But then if that were the case, why would they have let you place multiple orders that were in and around $1000 in the past, before this time? I used to order large shipments of skin care for retail at a spa. Every time something was sold out, or they had to ship items in more than one order, I’d always be notified by email so I can decide how to proceed. And yes, receiving an invoice was never an issue! To me, it is more aggravating that there was a lack of communication on their part, coupled with the fact that when they did contact you, they were rude. As someone who has worked in both beauty, retail sales, and customer service for many years, I find this whole thing appalling. Sorry you had that experience, Wayne. ❤

So glad for the warning! Thank you!

well, i must say, that does it for me for placing any further orders with Merit.. thank you so much for this post Wayne

I’m sorry those people upset you. I live in Houston, Texas and I like to go look for the item, comparison shop for the best price and look at , hold it in my hands, read the package descriptions and observe the color, etc. I agree.. I would not buy anything else from them. Can you review Revlon sometime? Their lipstick is my favorite, the super lustrous. They went into bankruptcy and I hope they make a comeback. I don’t want to lose any more makeup companies, like Max Factor, Charles of the Ritz, etc. Don’t let that company steal your joy. Keep puffing along. You’re doing great and I appreciate your videos.

@elisaastorino2881

3 ай бұрын

Ah, someone else who remembers the good old days... When I first started wearing makeup, I had to go to a department store to buy Revlon! Then when I started working, I could afford Charles of the ritz. At least Max Factor seems to be doing fine but I really wish it would return to its homeland. I can only get it from Ebay. The old companies were very involved in customer service and training the staff at the stores where they sold. Sadly those days are gone.

I’m so glad you spoke to this issue, Wayne. I would do the same as you. I’ve been treated similarly by Dior and will no longer purchase from their website. I don’t have an issue with products, but will buy them elsewhere. I agree with the prior comment that customer service is sorely lacking across the board..but honestly, cosmetic companies are on the chopping block if they don’t give amazing customer service. There’s one on “every corner” these days… no need to dally with those who cannot be polite. My goodness your request was so simple. Shame on Merit!

Thanks for posting this Wayne. I appreciate background information on how both customers and employees are treated by companies. This always influences with whom I choose to do business.

Good info to know Wayne. Thank for sharing this with all of us!

When they mess with Wayne Goss they mess with four million subscribers.

@TJ-bn2cn

2 ай бұрын

I find this quite pathetic! How many of us have had problems with companies? It’s not unusual, I’ve been in contact with merit customer services and they were brilliant. Maybe you came across as abrupt?? I don’t believe it’s a good way to go about putting another brand down, when you’ve made mistakes yourself! Very childish Wayne!

Thank you so much for posting this type of video❤

I am sorry this happened to you! So glad you spoke up. I had something happen with 2 other companies recently. No excuse. Thank you for using your platform to bring awareness. I hope other companies watching take note! Merit just lost another customer. Keep being kind and amazing!

I’m just eagerly awaiting YOUR new launches! ❤

Thank you for letting us know this. It is so important to support great businesses.. thank you.

Thank you for this post. I’ve been curious about the brand also and won’t buy from them now. Glad you spoke up. People respect you❤

There are many other companies that put out as-good or better products at a similar price point, who don't treat their customers with disregard. I too will no longer buy from Merit - or from City Beauty for much the same reasons. Thank you for posting your experiences!

Wayne, thank you so much for speaking up about merit customer service. I personally will still purchase as I don’t have any issue, but I’m very much glad that you’ve brought this up to public! Terrible customer service is usually a sign of overworking, which is unacceptable for a company of Merit’s size (100-200 employees).

Thank you for sharing this Wayne. People forget that just because the world operates virtually it doesn’t mean you stop being human and to be kind and empathetic towards one another. people lack cross-cultural communication skills.

Outrageous! Thank you for letting us know this. Buyer beware. !

I did! I bought hundreds of $$$ of product based on influencer recommendations. I couldn’t get the cream shadows to work, needed to exchange for the color of concealer and it took forever! I ended up returning everything bc they were so rude and not helpful. 😢

Thanks for sharing Wayne!

Thank you for this information, I will not be ordering from this company knowing in advance they have poor customer service. Things often go wrong with online ordering and I’ve often had to deal with unsatisfactory customer service, so I won’t use a company knowing in advance they don’t have a good track record in that department.

I’m sorry you had to go through this. A kismet that the order got cancelled in retrospect! Thank you for this video - it is sure to have the impact this company requires to change their attitude. I had a similar experience with a company I also considered aspirational & it put me Right off, of course!

I have never used Merit cosmetics. But I do agree with you. Merit evidently needs to address this issue. So very rude and not good business practice. I worked in the medical profession. We were never allowed to treat patients in this manner. Never treat someone like “ A PIECE OF MEAT “. Thank you for this video. Very helpful and information.

100%!! I feel exactly the same way. I’ve worked with people in some capacity for a number of years and I couldn’t agree with you more. It’s not about how much someone spends etc, it costs you nothing to treat someone with kindness. There are a few companies that I continue to buy from because their customer service is amazing! Other companies blow my mind with how rude and short they are when you ask even the simplest of questions. I had Merit on my radar but after watching this I will never buy from them now. If they can’t treat their customers with respect and common courtesy they don’t deserve our business. Thank you for taking the time to post this Wayne!

Wow, unbelievable! Thank you for pointing this out Wayne. I have only ever purchased one thing from them as I think they’re too expensive! But rightly, good customer service costs nothing.

Thank you so much for sharing this!!!! It is important for us consumers to be aware of things like this when deciding where to spend our hard earned money!

Thanks for sharing ! For me, the customers service is a very important detail in the choice where I order.

I was just about to order blush from them. I won’t now, ever again. I appreciate this, as customer service matters to me.

Thank you so much for addressing this issue. Seems like more companies are acting this way! I have been frustrated with other companies no matter how polite I have been!

Thank you so much for posting about Merit. I was considering placing an order because I like what their company was about and their products looked like what I wanted. I’m always nervous about ordering from a smaller company because of the issues you described. I’ll now save myself the headache.

Your skin looks absolutely gorgeous. Thank you for all your advice.

Glad you are speaking out. CS in general is lacking across the board. Between the lack of personal service, rudeness, and lack of responding it is beyond frustrating!

Thank you for informing us of this problem. I appreciate dealing with kind people as well. I can tolerate quite a bit if I’m treated properly.

Thank you for speaking out.

So glad to know. Thank you Wayne. I love your channel. I feel the same way about Monat hair care. So hard to order from I just had to quit using them.

I am so sorry to be seeing a video like this. But you are absolutely correct that far to many businesses have forgotten why they are in business to begin with. I had worked in Customer Service most of my career and would be mortified if any of my colleagues would have sent such a terrible response out.

I worked at Sephora for a long time and the foundation concealer stick would ALWAYS fall out of its holder. So many returns on that product. They never seemed to fix this problem.

Thank you. I was just getting ready to place an order!

I have huge issues with companies that do not have a phone number. I immediately do not want to support or deal with them. Speaking with an educated, nice customer service rep is the best thing ever and I should know, I am in customer service.

Planned my second order from them watching your video about their foundation stick. After this one I've been testing my wish to buy their products and no conclusion yet. Thank you for sharing!