The Saga Continues!! Lark Lennox & Sallys Beauty Supply Quibble Over Reviews & Customer Service.

Lark Lennox returns with a couple of new installments on the Sally’s Beauty Supply Eye Makeup Remover Pads debacle.
The odd thing that is revealed is that the review site is totally apart from Sally’s Beauty Supply (????) and run by a different company who does not always report negative reviews– nor alert the company to problems. Also Sally’s Beauty Supply still claims that while it’s not run by them, they *sort of* stand behind their products but that they aren’t responsible for reviews being put up or not.
Does this make sense yet? If you are confused, that’s at least 3 of us (Lark, you and me).
SBS-655200.jpg
This is the product in question. It seems there are a number of complaints yet there is one sterling recommendation suddenly appearing. Keep reading for details.
Here’s a series of the different exchanges – and the review company and SBS (*sallys beauty supply) have created different ticket numbers for the same issue with Lennox. Why, no one seems to know, but if these emails seem out of sync, you know why!
When we last heard from Lark, she had a “thanks for your contact” from Sallys.
Here’s the next reply from them:

Thank you for contacting us. We sincerely apologize for the delayed response and for the inconvenience you have encountered. The reason that we were unable to post any of your reviews on our Web site was because they did not meet our guidelines. However, we have now posted one of your reviews.
On all skin and cosmetic items we require a PET (stability test) and HRIPT (skin patch test), plus all ingredients comply with the FDA and Safe Cosmetic Act regulations. Some eyes are more sensitive than others and cannot tolerate certain products or ingredients.
We would like to mail you one of our new cosmetic make-up removers by FC for you to try. Please reply with your full mailing address and we will gladly get the make-up remover in the mail to you.
Sincerely,
Sally Beauty Supply LLC
http://www.sallybeauty.com

Wait there’s more. keep reading!


From Lark Lennox to Sallys Beauty Supply

My reviews of the product were negative based on my horrible experience with the product. There were no obscenities or inappropriate language–nothing that warrants censorship of any kind. I even omitted any references to the indifferent response I got when I returned the item to the store and told them about the pain, burning and bloodshot eyes.
In fact, my review is very similar to one that is posted in the product’s review section. (Please take a look at the product’s reviews.)
After 2 unsuccessful attempts to post a review, I sent an email (via this forum) last week and received no helpful response. (Please refer to the 2nd paragraph of my previous message.)
This is the ticket # for the previous correspondence:
http://btc.iviesystems.com/sally/ticket1.php?ticket_id=UGaX5WL0p/hWDAlnZoK06dLMfdlWlLVkNGhJmA+WTa4=
You seem to be unconcerned with the fact that you are marketing a product that has caused pain and burning in the eyes of multiple consumers. (There are reviews of the product on MakeUpAlley.com and other online forums, proving that other people experienced the same problem I had.)

From Sallys Beauty Supply to Lark!

Hello
Thank you for contacting us. An independent company handles our reviews and yours was automatically flagged as being a customer service issue based on words and terms used and we can’t post those to the site. This company is not a customer service company and never responds to reviews submitted. Please in the future, you will need to contact customer service immediately for situations like this. Please respond back to this e-mail letting us know what kind of assistance you are requesting. We apologize for any inconvenience this may have caused.
We appreciate your interest in Sally Beauty Supply and value your feedback. Please let us know if you have any questions or if we can assist you further.
Sincerely,
Sally Beauty Supply LLC
http://www.sallybeauty.com

A reply from Lark LEnnox to Salllys Beauty Supply:

It’s very interesting that you say you’ve posted one of my reviews even though it supposedly violated your guidelines. (There were no profanities in my reviews, just direct statements about my experience with your product. I am a freelance writer/editor in the beauty/fashion field. I know how to express myself without using inappropriate language.)
I went to the product page to see if my review had been posted. I see that you’ve magically received and posted a new 5-star review from someone else. There is also a new negative review, BUT IT IS NOT MY REVIEW.
I am NOT Mary25 and I do not live in Los Angeles. I never claimed to have gone to a doctor.
I suggest that you contact the “independent” company that handles the reviews to find out what they are doing. I imagine that they receive so many extremely negative reviews of this product that they can’t keep them straight. I repeat that my reviews did not contain any inappropriate language and should not have been suppressed.
When people have such strong reactions to a product, the reviewing company should share the reviews with you.
I think you need to post one of my reviews. And, while you’re at it, I hope you offered to send another product to Mary25, too.

I am sure ace reporter, Lark Lennox will keep us in the loop on this situation– as well as getting loopy from all the emails.
Stevie Wilson

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