MSA Comment Policies – Just an FYI

Wow, I’m really late to this party.

I had no idea LLB was sending these horrific emails to customers and saying their customers are like mud on their boots. HORRIBLE!

I worked in customer service for almost 10 years. I worked for a Fortune 500 top-rated financial institution. When you deal with people and their money, you need a whole other level of customer service attitude.

I actually handled the most complex/angry customer issues when a customer would contact the CEO of the company. Those issues would come to me to handle. I’ve dealt with angry, irate, furious, mean customers and would have never treated anyone like this. Never in my life have I seen such an appalling disregard for customer service, courtesy and decency as Little Lace Box.

LLB defintely has a lesson to learn. In the past, I’ve read comments they’ve made here on MSA comments to other readers and they came across as a bit combative. I’ve also thought some of the things they’ve said in their box letters were a bit snarky. But, I let those go because I enjoyed the sub.

But now, after reading all of this on MUT and MSA, there’s no way I can let that behavior go and reward them with my business. I will be cancelling my subscription straight away.

This makes me sad, because for the most part, I like the box. But, like “mud off my boots”, LLB has made the decision for me to never do business with them again very easy.

PS – Kudos to you Liz for deciding to not feature LLB on your site anymore. Using your site to harrass, berate and bully customers for expressing their opinions is unacceptable and I’m glad you aren’t going to allow them to do that anymore. Way to go Liz!! 🙂

I’m just floored that a company would cancel a subscription because someone complained! Even worse that they are sending unsolicited e-mails to people that refer to comments they had made anonymously. I had gotten an e-mail from them when I had looked into buying something and changed my mind (I had put it in my cart to try to figure out what I’d save by using my points and then decided it was too expensive) – they e-mailed that I hadn’t completed my purchase. I thought that was kind of pushy (and a little creepy).

So I’m on holiday in Europe but had to check in and of course I see all this LLB stuff. A couple of months ago I too had a nasty email from them which I believe I did mention on MSA.
Bizarre
Are they refunding people that they cancel (or cancel themselves)?
I paid upfront for a year and have had 3 boxes…..I want to cancel but don’t want to lose the money
Liz have they made any comments to you directly?

Hahaha!! You are NOT my father.. Darth!! May the force be with you..

Add me to the list of people not subscribing. The company regroup and their issues with Feb and March gave me pause, but this Darth Vadar nonsense is just bizarre. Unstable man = unstable business? Too bad, cute idea for a sub box, but the arrogance does not match the product. Blech.

I had really wanted to subscribe to LLB, but after reading the email Browning received, there is absolutely no way in hell I would give money to anyone even related to the monster who sent that to her. No one should talk to a fellow human being like that, much less a customer.

What saddens me is that I subscribed to them for their customer service. Their December box was Christmas themed and I had read a comment about someone who didn’t celebrate Christmas getting a non-Christmas themed box (and they emailed her because her name clearly showed that she wasnt Christian) I thought it was awfully good of them to cater to their customers at such a personal level. I get that they don’t like dealing with customers who are rude to them, but going about canceling everyone who voices the slightest negative comment is not the way to go about it.

That email from Kevin aka Darth Vader was just beyond creepy! It just had so many levels to why it was wrong. Sure, they can be hurt or frustrated by a customer that doesn’t like an item and voices that displeasure in an online review, that’s probably normal. BUT to track her down and email her a nasty, rude and insulting message was just so weird, tacky and unprofessional. I personally read the part where he asked about the Britt McHenry award as an intentional and direct comparison to also calling Browning a vile human being. Too bad Kevin didn’t put that time, effort and “passion” into making a better curated box or better customer service. As others have also mentioned, why not take this as an opportunity to understand and appreciate what your PAYING customer wants? Why not express that her comments did hurt them but that they want her to be happy and figure out a solution? He seems to think that this huge customer pool will never dry up and he can just toss any paying customer aside that in any way irritates him, “as easy as scrapping mud off my shoes”. Kevin also tries to come off so superior but did anyone notice he wrote scrapping instead of scraping? I’m not trying to be petty or the “spelling police”, I am sure I have several mistakes of my own, it just struck me funny because in the email from the daughter she insults people and their low IQ’s.

I have never subscribed and never will now. Who wants to walk on eggshells, in fear of being cancelled, if you make a comment they don’t like!? I wouldn’t want that ever BUT certainly not at $60 a box! I appreciate and commend all of you that stood up to these people and their unprofessional ways by canceling. Thank you Browning for sharing & to Liz for not giving them anymore free advertising. Hopefully Kevin or one of the “girls” will read all these comments and realize in the future he may need to take a breath before firing off an email in the heat of the moment.

I am SO confused! Can someone please explain how these companies are able to track people down based on the very limited information posted on MSA? Especially when so many people use aliases/nicknames?

What am I missing? :/

One thing I learned from a sub box I had a while back, (they are no longer in business) was that they planted reps in forums, groups and chat and so on. They seemed to be just regular buyers but they really worked for the company. That way they could get all the info they needed. Maybe not the case here but it could be 🙂

Well I know who I won’t ever be purchasing from. These people need to get a grip and learn customer service. Wow, totally unprofessional and wrong.

Well, you can add me to the list of people who had their subscription magically cancelled after making an honest, negative observation on a forum.

I am not a blogger. I had 2 sub box companies contact me based on comments on the MSA blog. Both interactions were positive. However, I would be displeased if a sub company contacted me to harass me about a negative comment. Most subs that I subscribed to have acknowledge reading my comments when I email them regarding a question. I subscribed mostly to smaller subs which makes it easier for them to determine who is writing.

I think that the blogs and forums provide a lot of free marketing research to sub owners which I do hope they read. It highlights the positives and negatives of their business which allows for improvement and more customers. Businesses pay good money for that knowledge.

I did cancel my sub back on May 1st because I want to feel valued as a customer, not mud on someone’s shoe. Whose to say when my sub will be cancelled because of an innocuous comment I made? I’m a big supporter of small businesses and women-owned businesses. I strive to give grace and be understanding of mistakes although I fail at times. Blogs and forums are meant to be open allowing for all kinds of opinions. I understand it is hard for businesses to operate because it doesn’t allow much discourse between business and subscriber. There is no easy solution for that.

.

Has anyone tried to cancel an annual sub from LLB? Were you refunded?

So I have an annual sub to LLB that I started in December. Can I cancel and get a refund for the remainder of my boxes? Anyone try this? Now I’m totally bummed.

Speaking as a former blogger, companies reading comments on a review post is not unusual, in fact it’s standard practice so that the company can address issues and obtain valuable feedback from those commenters. What LLB did though, is absolutely abhorrent. This is no way to treat any customer under any circumstances. Browning’s comment was not negative at all and their reply from Papa and whatever sister made the IQ comment was completely unnecessary. I’ll never subscribe to a box with such horrible practices and clearly low opinion of their paying customers. Seriously, people are throwing money at you – why would you auto-cancel them? Why would you adopt such a ridiculous nickname? Do you honestly think it’s a positive moniker? My guess is that LLB thinks that by silencing customers out of fear of repercussions, they’ll have less negative (or perceived negative in this case) commentary about their boxes.

Liz, thank you for all you do and for having a public forum for people to be able to air these types of concerns. It may veer on the side of negativity at times, but it is a valuable resource.

I’ve been a subscriber to LLB for a few months now and I’m really disappointed with all that I’ve heard from this thread. I didn’t know any of this has been going on. I’ve always communicated with really nice people through LLB, but I haven’t posted anything really negative towards their boxes so that could be why.

Sorry to stir the pot and leave…my internet was down which might be for the best because I am supposed to be studying for finals.
Liz I’m glad to hear you won’t be reviewing them anymore. The email rubbed me the wrong way and once I saw how they treated Browning there was no excuse to keep quiet. Probably no chance of getting my olive oil now huh? lol What was so odd was the only exchange we had was regarding the picture for the canvas. Perhaps they need to read that book they sent out “How to be a Lady”.

This is SO disappointing to hear. I really liked this box. One more customer lost. I hope they’re reading this. Unfortunately, people who behave this way usually aren’t in touch with reality and never accept responsibility for their actions.

Liz, quick question…i keep seeing the comment i made appear and later disappear for a while and then come back. it is gone again. I am not sure why? thank you!

Thanks Liz for saying you won’t be reviewing this box anymore. I was tempted to purchase but after this I’m so glad I didn’t subscribe. If a company can’t handle customers in a professional manner maybe they need to hire someone who can. Seems like Daddy needs to step away from the computer.

This is so pathetic and immature. These little girls need to grow up.

Hmmm…this is our place to post comments about what we think of a box. I cannot believe a company would track down and link a comment from here to a customer’s account…and then send such an awful e-mail to them. I don’t understand this at all. This should not be happening and its not ok for companies to do that.

oh poop it posted twice. i’m sorry!!