Sulwhasoo

Here’s what I sent to your customer service: “ Hi, I’ve just ordered the mentioned 200086219A on November 26, 2020 for Black Friday sale discount, 20% off. However, I just saw that now everything is 25% off today, November 30, 2020 and I feel like I was cheated. Is there anything that you could do to match the 25% off since the order was not fulfilled yet? Sincerely, Liyi Zhu” And here’s how you respond: “ Customer Care (Sulwhasoo) Nov 30, 2020, 12:59 PM EST Hello , Thank you very much for your recent purchase! We do not price match at this time. You are more than welcome to return the product for a refund minus outgoing shipping. Please follow our return instructions listed on our return policy here - ...” Please tell me how you feel afterwards. Thank you and have a great, not being Cheated again Christmas sale day!

Didn't receive any purchase protection even though I raised my request shortly 2 days after my purchase. Customer service was not helpful in finding the best medium for the problem raised. Price match should be offered if the price for an item dropped immediately the day after purchased.

I’m reviewing the customer service I recently received from your zen help desk, I ordered two separate item from your company and requested the free samples. My first order did not come with the requested samples and reached out to your team. I received a generic response stating that the error was made by the customer. I placed another order for a product and carefully selected my 5 free samples and also emailed the zen desk to make sure the requested samples were included with this order. I received the same generic response claiming customer error. I’m very disappointed that no one reached out to rectify this matter. How can you expect me to purchase future products if you’re unable to fulfill a simple request. I’ve asked to speak with a Manager and still not response from the zen customer service.

The rating is for customer service. I had to contact them to inquiry some information regarding my order, and it took many attempts (4 emails, 2 calls with voice message, and leaving message via social media) for someone to respond to me. I have not had such experience with any other skin care site, and my issue has yet resolved (still pending). I understand during pandemic, but for other site they either have live chat available and/or at least an 800 customer service number but was not available on neither. And due to the fact that I was not able to contact someone at time of purchase, I was not honored with the promotional gift because I didn't understand the fine print "in order to get the serum mist for free, I need to add this item to shopping cart" that was my response after many attempts. Normally, item should be added to my cart instantly and/or using a promotional code. And when I noticed I didn't see the gift added to my order, I wanted to contact Sulwhasoo but unfortunately there isn't someone I can speak to as the only form to contact Customer Service is via email and of course I realized later it was too late. If your company didn't want to give out any promotional gift, you do not need to advertise it. The fine print is really confuse enough, and I remembered I didn't even see that item to select to add to my cart because I was searching up this item to get more information of this item but didn't appear on the site at all. I was told from the response on 11/20 that it will be shipped to me the Serum Mist, It said it will take 2 to 3 weeks to be shipped. Hopefully, it does ship to me at the end.

Can’t believe such a company does not do price match. I ordered 3 items because of the early Black Friday sale. The promo code should have applied to each and every item in the cart. One item was not excluded from the sale but still sold at a full price! They failed to build a fair system. They failed again when I asked for price match. All I got is this simple answer “ we don’t do price match.” AND NOW THEY ARE GIVING 25% ON CYBER MONDAY SALES. What is that? I feel like being fooled.