Customer Service

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I was obsessed with nail polish for a while. I had stopped biting my nails after a long time of doing so, and it became fun to paint my longer nails. However, over time, it started to feel less fun and more like work. I ended up disseminating most of the nail polish I had collected to friends and family and kept a small amount for me.

However, I have tried to keep in touch with Zoya (AKA Art of Beauty) because they have great nail polish and lots of lovely colors. I tend to buy nail polish for my mom at least once a year and Zoya is one of my go-to brands.

I ordered in November of 2020 in preparation for the holidays, and waited actual weeks for my items to arrive. This is not the first time that it seems that this company is a bit incapable of hiring additional staff during periods of higher sale volume, but I’m not actually here to talk about that today.

Instead, I want to address the insert that I received in the package with my items.

The first image is fine. They are asking for my input on the packaging of my items and helpfully letting me know that the peanuts are not Styrofoam. Great.

Then I turned it over and read what is a VERY UNFORTUNATE message about what my email provider is doing. The initial messaging about promotional emails being sorted into different folders is not terrible, but it really goes off the rails in the second paragraph. “Or is it maybe because they can’t generate advertising dollars because you’ll shop at instead of somewhere they can track or make money from your clicks. We’re not sure but the person that suffers is you!”


That middle paragraph is completely unnecessary and feels like it was written by a very angry marketer. The whole thing feels incredibly aggressive and ends up with Zoya looking very bad, at least to me.

Let’s rewrite this to get the message across without the rage.

Are you not seeing emails from Zoya? Let us help!

Many email providers have filters in place to assist in sorting your email inbox, which can send your Zoya emails to promotions folders or even the spam folder.

We have heard from Zoya customers that they miss our emails, and so we have created a guide for making sure that our emails will make it into your inbox! Please visit the link below and follow the instructions there so that we can continue to share information on new products, and of course, our special offers and sales!

I’m sure I would perhaps edit what I’ve just written above, but I think it’s a much better presentation of the information. It just didn’t have to be SO negative and SO angry-sounding.

I haven’t ordered from Zoya since I received this insert because I’m not sure about them as a company. To allow for mass production of a message like this is a decision I find questionable.

Perhaps they will see this blog post and adjust this messaging in the future.

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ASOS Breaking Up With Paper Email | Brand Experience Project

by Jamie Sanford on February 26, 2020

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I have blogged about ASOS before, where I really loved the content within their product descriptions. I am so happy to be back again to talk about this excellent email that I just received from them.

Let’s take a look.

How cute is this email!?

I also love that this email came into my inbox on the day my latest order is arriving. This adds another level of excellence to this email—forethought! If this messaging had been hidden in the original order confirmation, it is incredibly unlikely that I would have seen it. The subject line for this was “Missing something from your ASOS order?” which is also a strong choice, because I opened it immediately, expecting that they were going to tell me that something had not been shipped. I was pleasantly surprised to find this friendly email with a positive, Earth-friendly update. As a company that uses multiple forms of transportation to move product, I appreciate that reducing their footprint cannot be easy, and any efforts are valuable.

In addition, I know that ASOS has the data on the return rate that comes along with their customer orders. I’m sure there is an expected balance between savings on paper and printer ink and perhaps additional customer service time for any shoppers who struggle with the return process becoming more customer-driven.

All in all, a winning move by ASOS, combined with an impressive communication strategy.


The only thing I do take issue with is the math. (If you aren’t interested in nitpicky stuff, you can move on. All of the marketing stuff is over.)

According to the encyclopedia, the biggest measured blue whale came in at approximately 200,000 pounds. (A blue whale is a baleen whale so the image above could represent a blue whale.)

320,000 kg = 705,479 pounds, so I’m guessing that we are talking about a currently-unconfirmed GIANT blue whale?

Please note that the average weight of either an Asian or African elephant fits into the appropriate range for ASOS’ math, so I don’t take issue with not identifying the specific type of elephant.

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I am a new homeowner, and planning to move into said house comes along with a LOT of shopping. It sounds fun, and mostly is, but I have seen some unfortunate e-commerce shopping experiences. One of them is a quick one that I saw recently on

Look at this beautiful area rug! I am into it, and I just had some hardwood floors refinished so I need to find a beautiful way to protect them a bit. However, then I clicked “select rug size” and saw this menu:

There are no sizes. There are no sizes on the size menu!

This appears to be an issue on the site in general, because this rug’s page also has the same problem.

I can’t imagine I am the first person to run into this issue! I truly love that rug and would like to purchase it, but I do need to know more about the size options. Luckily, it should be a fairly quick fix for to implement.


Within one day of sharing this blog post with on Twitter, they have fixed this issue on their website! I love how responsive they were.

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Last week, I wrote this post about the unfortunate experience I had at a Hyundai dealer’s service center.

At the end of that post, I mentioned that I had received a tweet from Hyundai in response to my sharing the previous post with them.

Since this Tweet, I’ve had a few emails and a phone call with Ally from Hyundai’s social media team. (I am assuming it’s a team.)

Ally has been exceptional in communication with me. Our phone call with friendly and pleasant, and he allowed me to air my grievances and seemed in complete agreement that my experience wasn’t as it should have been. He was also grateful for my extremely detailed blog post in which I logged all of those phone calls, Lyft rides, and the rental car.

Since I deal with Noritake customer service on a regular basis, I understand the experience of responding to an unhappy customer, and when I’m the customer, I try to be as honest and fair as possible when relaying my experience. I was really irritated with the whole scenario, but read and re-read my post to make sure that everything I wrote was factual. There are certainly opinion statements in there, but nothing about the actual interactions is exaggerated.

Simply having a conversation with someone from Hyundai who seemed genuine in his negative assessment of my experience was a huge step in restoring my opinion of the company as a whole. However, in following up, Hyundai were accommodating and helpful. I couldn’t be happier with the response from them.

I still suffer the issue of wanting to never go back to (specifically) Paramus Hyundai again, but that’s for another day.

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Click here for part 2, in which I have a wonderful interaction with Hyundai’s social team.

In the middle of last week, I noticed that my car was riding a bit rough, and was making what could only be called a growling sound when I was moving at higher than 40mph, and I was deeply concerned that the issue was coming from the engine or the transmission. As my car is still under warranty, I made an appointment to have the car checked out at 11:30am on Thursday, March 1, at Paramus Hyundai.

Contact 1: Thursday, March 1, 2018, 11:30am

I drop the car off and meet Stanley, my service center contact. Even though Paramus Hyundai’s website advertises a shuttle service to anywhere within 6 miles of the service center, I’m told that there is no one to drive the shuttle and I am out of luck. No offer to loan me a car, no offer to rent me a car, nothing. I take a Lyft back to my office. ($13.47)

This is the first thing you see when you go to the service center online:

Contact 2: Thursday, March 1, 2018, 12:39pm

Stanley calls to tell me that they don’t see an obvious issue, and that they will run a diagnostic test. The test costs $150, and if nothing is wrong, I have to pay for the test. I agree to the test.

Contact 3: Thursday, March 1, 2018, 2:07pm

Stanley calls and asks if I’ve been in an accident. I say no, and he asks if I hit a pothole, which I definitely did (and do every year because we have snow and therefore potholes). He says that I have a broken hub bearing, and that it can be fixed that day, and will cost $771. I agree to the repair.

Contact 4: Thursday, March 1, 2018, 2:52pm

Stanley calls again, and tells me that while they thought it wasn’t damaged, that the knuckle on the wheel with the broken hub bearing broke during the repair(he also made sure to tell me that it was probably already damaged), but that they can’t get the part until tomorrow. He says it is $300 but offers a discount of $100 off of the price, bringing my new proposed total to $971. He says that the part will be overnighted and will be delivered by 10am Friday, so my car will be ready on Friday.

Luckily, an available co-worker who lives near me drives me home from the office.

I take a Lyft to work in the morning as I still don’t have a car. ($26.14)

Contact 5: Friday, March 2, 2018, 1:06pm

I have to call Paramus Hyundai because they haven’t reached out to me. I’m told that Stanley isn’t there today, but after a period of time on hold, I hear that the part hasn’t arrived yet, that the delivery might be delayed because of the weather. I’m told I will get a call when the part arrives.

Contact 6: Friday, March 2, 2018, 3:31pm

I call them again because I haven’t heard anything. I speak to a woman who is a service manager(I don’t get her name), and she reiterates that the weather has prevented the part from being delivered. I find this hard to believe, as my office is a few minutes away, and somehow, our deliveries have all arrived without issue, regardless of some problematic weather.

She says that she’s looking into it and will call me back.

In the meantime, I have plans for the evening and the work day is over, and since I know my car isn’t fixed because the part isn’t there, I take another Lyft to go home. ($21.02)

Contact 7: Saturday, March 3, 2018, 11:14am

I call Paramus Hyundai because the service manager from Friday never called back about the status of the part needed for my car to be fixed.

I speak to another woman that I haven’t talked to before. I am asked who my contact was, and I say Stanley, and I’m told that he isn’t there. She asks my name again, and when she repeats it, the service manager from Friday chimes in to say “Oh we don’t get deliveries on the weekend. It might be here on Monday, but maybe Tuesday.” I ask if they are going to call me to tell me when the part arrives, and I get a yes.

I get a ride to Enterprise Car Rental, and rent a car that I’m supposed to return on Tuesday. ($160.54) (Updated cost to $214.06, see below.)

Contact 8: Monday, March 5, 2018, 12:56pm

I call again, because I still haven’t heard anything. I mentioned that Stanley was my contact, and then am told “he doesn’t work here anymore,” which is slightly distressing. I’m told that my part hasn’t arrived yet.

Contact 9: Monday, March 5, 2018, 3:41pm

I call, again, to see if the part is there. I am finally told that it arrived and that my car will be ready tomorrow. I ask, again, if someone will call me when the car is ready, and they say yes.

It’s Tuesday now and I haven’t heard anything yet. It is 12pm.

I cannot believe the runaround I have been through with the service center from the dealership. I was told by so many people that Hyundai was so great, and that hasn’t been my experience at all. I have been previously irritated with this particular service center, and while I would love to not go back, I had to use a dealer service center when I thought that I might be dealing with an issue that would be warranty-covered. I probably would have taken the car somewhere else to have the wheel repaired, but when Stanley told me it would be fixed that day, I agreed, in the interest of time and the fact that my family only has 1 car, so the less time without it, the better.

At this point, all of this extra time has cost me hundreds of dollars. If anyone from Paramus Hyundai had been kinder to me, or more apologetic for the delay, I would not be as upset about this, but I literally have spent over $200 on Lyft rides and a rental car.

To say I am extremely disappointed would be an understatement. I only hope I get the car back today.


Contact 10: Tuesday, March 6, 2018, 1:14pm

I called the service center as I haven’t heard anything. The woman I spoke to looked something up, put me on hold, and then came back to tell me the car is ready for pickup. Yet again, wondering if anyone would have called me, as they said they would. Did the fact that my original contact guy either quit or got fired really cause all of this delay?

A lovely coworker gave me a ride to Paramus Hyundai, so I didn’t have to take another Lyft.

Contact 11: Tuesday, March 6, 2018, 1:45pm

I arrived and told Vivian at the counter that I was there to pick up the car. There was some confusion about it since the paperwork wasn’t done, but it wasn’t long before I was handing my credit card over to pay the $971 for the fix.

I now have 2 cars at my office, and will have to do some juggling to get Will here so that we can return the rental tonight. This has been an experience that I don’t intend to expose myself to again. I genuinely hope that this post will be seen by Hyundai, and that it gives them a case study in how tiny changes in customer interactions would completely change someone’s experience.

This Tucson is the first new car I’ve ever purchased, and I got a Hyundai because I have multiple family members with great Hyundai experiences. I haven’t experienced that as much as I wanted to, which is unfortunate. At this point in time, I can’t imagine that I will buy another Hyundai.

Tell me about your favorite car brands on Twitter.


Due to work schedules and juggling cars, we dropped the rental car off at Enterprise after they closed and put the key in the drop slot. As we didn’t get there before closing, we were charged for another day of rental on the final bill. The price for the rental is increased to $214.06.

Contact 12: Wednesday, March 7, 2018, via Twitter

After tweeting out this blog post, Hyundai responds to acknowledge my issue and asks me to follow up via phone or email. I will send an email to share this blog post with them. I am grateful for the opportunity to have my voice heard here.

Click here for part 2, in which I have a wonderful interaction with Hyundai’s social team.

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