An open letter to Maybelline India
I have been quite a loyal user of Maybelline products for quite some time now. I find their products affordable and of good quality. And have never had a bad experience with any of their products. Having said that, of late however I have been having some issues with their services. Through this post I want to share my experience with you ladies and I also hope that perhaps this will catch the eye of someone at Maybelline India who can fix these issues.
Last weekend I did quite a bit shopping at various make up counters across Chennai and these were some sore points that stood out.
Sales Assistants giving wrong information
I had read a couple of reviews on Maybelline Dream matte compact powder and wanted to try it out. I was surprised when I couldn’t find it at the Lifestyle Maybelline counter. When I asked the sales assistant (SA), she promptly said “Maybelline has discontinued this product”. I was startled because the product reviews I read were all recent. So I told her I had seen some information on the net. Then she thought for a while and says “Actually we are out of stock of that product”.
This had me seriously confused and I finally ended up picking up a compact powder from another brand.
SAs having no clue on make-up basics
This is an issue I have faced across various brands and I’m sure most of you will agree. Most SAs seem to have no clue on how to match your skin tone to a foundation/compact/concealer. A few months back I had picked up Maybelline Dream Matte Mousse. I totally liked the way it goes on smoothly and the matte finish it provides. I picked up the product after the SA did my whole face and I quite liked the end result. However unfortunately when I got home I realized that the foundation was not my skin tone at all and the lighting at the store had been misleading.
So last weekend when the SA tried to convince me to try their mousse I told her about my previous experience. She started putting the previous SA down, which came across as unprofessional to me considering they might be from different stores but they represent the same brand name.
Finally I decided I will go ahead and give this product a second chance. When it came to choosing the color, the SA kept insisting I was #2 in the medium range called nude beige. But I was pretty sure that the mousse two tones darker called Honey beige was better match. She kept insisting that she was right. After my last experience I realised I better stand my ground. I applied her recommended colour on one side of my face and my choice on the other side of my face. After this I walked out of the store with a hand mirror and checked my face in day light. I was glad to see that I was right. The color recommended by the SA was for a much fairer person and it make me look chalky. I know I looked like a fool but its worth the trouble if you can find the perfect foundation match. 🙂
I really don’t blame this particular SA because she probably has no clue. Foundations are not meant to make you look fairer, it is to even out your skin tone. Basic things like this need to be taught to sales assistants.
Though I ended up buying, this product my friend who came with me was so put off with the SA’s ignorance she went to the next counter and bought another brand. This shows how important service is irrespective of how big a brand is.
Lack of choice
I have been looking forward to the Colour Sensational lipsticks ever since I saw the announcement on IMBB. When I checked their website I was quite disappointed that out of the 48 colours in this range. Only 30- 32 have made it to the India market. I was in for further disappointment when I realized that less than 20 had made it to the Chennai market. I discovered this after scouring through several Maybelline counters across the city.
I quite love this range. They come in exciting colors, glide on smoothly and are decently priced. I had my eyes set on five colors, unfortunately thanks to the lack of choice I ended up buying only two. Very disappointing . :(And this lack of choice is evident across various products.
The colours I picked up were magnetic coral and tinted taupe. Photos here.
Lack of information
There seems to be a lack of information on the products and on their website. This is specifically with regard to their colored eyeliner pencils.
Since I picked up goodies worth Rs 1500, the SA offered me a free Maybelline Eyestudio Pencil. Now none of these pencils have names to indicate their colour, instead the tip is coloured to indicate the shade. I however find it quite misleading. Here is a picture of the freebie I got. The tip looks like a plum color, but when I tested it on my hand it came out as a deep pink.
Unfortunately when I got home and tried it on my eyes, I realised its goes on lighter on the eyes which made it quite a dull pink. Not suitable for my eyes. I am now using it as a lipliner. 🙂 Either these pencils should have names that indicate the shade or the shaded tip should match the actual color of the product!
Now for my final problem (phew!) . I had picked up this same pencil in a lovely green a few weeks back. Sadly I dropped this pencil on the very day I bought it and the top portion of the tip snapped. Normally had this had happened to any of my other pencils, I would have either sharpened it (wooden pencils) or use the twist option at the bottom (plastic pencils). I can’t seem to do either on this pencil and have found no information on their site. (I also realized that the site has very little information actually) Does this mean that is the end of this pencil? Suggestions from readers are most welcome!
To conclude I hope make up companies realise that service is as important as the product itself. And I hope Maybelline India fixes these issues so that customers like me can continue to enjoy their products.