The New York-based makeup company Il Makiage is creating high-standard make up for bold unapologetic women. However, it seems that the company needs to apologize to some of its customers regarding their free trial concept and return issues.
Why do we say this?
It seems that the major issues regarding returns are the return labels and customers getting charged. The topic “returned” occurs 22% of the reviews. The average grade is 1,75/5 which is below average. “Label” and “charged” are topics related to “returned”. When reading the reviews it was mentioned several times that customers are getting charged, even though they have returned their products. It was also mentioned that there were issues with the return labels because of a broken link that is promised to take you to the printable return label.
“Trial” is a topic related to “returned”, its average grade is 1,83 / 5 and it occurs 14% of the reviews. The topics “returned” and “trial” are mentioned in a negative way along with topics such as “charged” (1,38 / 5) and “refund” (1,21 / 5). Among the reviews, there are customers that claim to have been ripped off, concerning the free trial period. Several times Il Makiage seems to have claimed that the free trial has expired even when it has not expired. Customers also mentioned having experienced problems when trying to return products before the free trial period ends. However, they ended up being charged anyways.
Currently, the free trial concept is sometimes viewed as a scam by some of the customers. To change this perception Il Makiage needs to make some changes that will improve the customers’ experience. For instance, a help center could be created. This kind of customer service might be able to prevent many major issues.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.
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