100% PURE’s Model Promise Assure

At 100% PURE we imagine try to be 100% glad together with your merchandise. As a result of our merchandise are made with the cleanest and most nourishing elements, it’s straightforward to face behind them. That being stated, if a product isn’t the fitting match for you, we might be right here to assist.

In contrast to different beauty corporations who don’t allow you to return objects as soon as they’ve been opened, we gladly provide an trade or refund on gently used merchandise if for any purpose you’re not glad, inside 60 days of buy from 100percentpure.com (minus the price of delivery).

We sat down with our Senior Buyer Service Supervisor, Kelly McElwain, to delve additional into our model promise and our excellence in customer support. Kelly has been an integral member of the 100% PURE group for over 7 years and has been within the magnificence {industry} for 14 years (together with being an aesthetician for 11 years!).

Why Our Model Promise Means So A lot To Us (And You!)

Relating to our model promise we perceive that we do not have a giant bodily retailer presence. We at the moment have 5 shops. So, we need to make it so our prospects really feel comfy sufficient to make a purchase order of something on our web site, be capable of strive it, after which if it does not work for them, give them a refund.

We imagine that try to be 100% glad together with your merchandise as a result of they’re wonderful! So, at no level in your buying journey will you be caught with a product that you simply’re unhappy with. In the identical approach that we stand behind our elements and our merchandise, we stand behind our prospects so if it does not work out we’ll take it again. No questions requested.

100% PURE’s Buyer Service Normal Of Excellence

We satisfaction ourselves on placing our prospects first and in doing so we’ve held an industry-standard customer support rating of 97% for the final 3 years. This determine is calculated from surveys that our prospects take describing how their service was. We analyze this information constantly so we have been fairly devastated when this quantity plummeted to 89.3% inside a number of months.

The current challenges that we’ve had with our success supplier, Rocket Shipper, have performed a big function on this and have taken a giant toll on our customer support normal of excellence. In customer support, we at all times need to deal with our prospects like they’re household as a result of on the finish of the day, they’re and this has been troublesome for us. With over 20,000 orders that weren’t shipped out on time, we now have 20,000 prospects all reaching out directly who need solutions proper now, and rightfully so!

Kelly’s Buyer Service Warriors
With a group of 5 Buyer Service brokers (together with herself), Kelly and her warriors have been working day and night time to get again to all 20,000+ prospects who’ve been affected by delayed shipments.

As you possibly can think about that is no straightforward job. That’s 1 Buyer Service Agent to 4000 prospects (with a number of emails and calls per buyer)! In order that paints an image of why we’re not getting again to our prospects as rapidly as regular.

Our group is just not deterred, nonetheless. Though overwhelming we wish you to know that when you’ve got reached out and haven’t obtained a response we aren’t ignoring you! We’ve by no means skilled record-breaking quantity like this and we’re getting again to all of you as quick as we are able to. when you’re leaving a voicemail, we’re going to get again to you. For those who’re emailing us, we’re going to get again to you. We’re working exhausting to make sure that you all obtain a response and to make it possible for this does not occur once more.

We’re additionally extending our return coverage. Sometimes, we provide an trade or refund inside 60 days of your buy. Nonetheless, now you can get an trade or refund inside 60 days from the day that you simply obtain your package deal. We perceive how delayed our delivery is and we need to be sure that as our buyer you are feeling comfy and brought care of. So, when you’ve ordered one thing, even when it’s a month delayed, we’ll nonetheless refund you in case your dissatisfied or if the product is broken.

How we’ll overcome this problem
On the administration aspect of issues I’ve 100% belief in our founders. We’re all working across the clock to make sure that one thing like this by no means occurs once more.

On the customer support aspect we’re going to handle each single one among our prospects. Even when it takes us a number of days to get again to you, please know that we are going to! For those who’d wish to cancel your order we’ll refund you. In case your merchandise arrive broken we’ll ship you new merchandise. We are going to do no matter we are able to, as soon as we get to your inquiry, to make it best for you.

We’ll meet your wants. 100%. You all, our prospects, are household to us and we’re dedicated to taking good care of each single one among you!