SILVER SERVICE

August 16, 2016

Recently a friend had very bad service at a makeup counter in a department store, which infuriates me no end. Not only because the brands are luxury, high end and very expensive so you’d expect good customer service, but also because half the time the girls that work on the counters aren't trained in makeup or the products. 

Today I decided to conduct my own personal mystery shopper style experience to see which brands would come out on top, I went to Kingston Upon Thames and visited a few counters to ask about foundations. 

 

Armani
Overall service:
Quick customer service, assistant came straight over to see if I needed help.

Knowledge of products: 
I told her I was looking for a new foundation. She asked about my preferable coverage and finish, and she picked Luminous Silk. She didn't ask me about my skin type or tell me anything about the benefits of Luminous silk. 

Colour match and sample: 
The colour match was a shade or two darker than my skin tone so I had to ask for a lighter shade to be applied. I asked for a sample - she said she didn't have any. I asked for my shade to be written down.

Star rating:
**

 

Benefit cosmetics
Overall service: 

Absolute shambles. I’m not going to lie, I was hanging around the counter for about 10 minuets before someone came over to ask if I needed any help. I explained that I was looking for a new foundation. The girl pointed at ‘Hello flawless’ and told me that it was the best choice for me, not having asked me any questions about my skin. 

Knowledge of products:
She didn't tell me about the foundation, just that she thought I’d like it because of its light coverage. 

Colour match and sample:
The assistant told me that I would be ‘Believe in me Ivory’, I had to ask for her to colour match it to my skin, as if I would buy it just because she told me that was my colour before trying it on? 
Turns out that “Believe in me Ivory’ was too pale, so she then went with the shade ‘honey’. I wasn't too impressed with the level of service at all. No samples, and very abrupt service. I asked for my shade to be written down, she wrote it on a spare piece of receipt roll. 

Star rating:
*

 

Charlotte Tilbury
Overall service: 

After looking at the counter for 10 minuets and realising there were 4 girls chatting amongst themselves I decided to go elsewhere and come back later. On my return, I was left for 5 minutes browsing before someone came to check on me. 

Knowledge of products:
I asked about the two foundations, the assistant didn't give me any information about either, just pointed at what was written on the signage on the counter. She asked me if I’d like to try one so I picked the lightest in coverage - ‘light wonder’.

Colour match and sample:
As I sat down there had obviously been someone in for a makeover before me because the work surfaces were filthy and cluttered with brushes and products everywhere. She came back with a shade that looked promising, I noticed her holding an extremely dirty looking brush in her hand and thought surely she wouldn't come near my face with it…. Oh how wrong I was, she began to swipe it across my face quite vigorously, it was not a pleasant experience in the slightest. I felt like I needed a good cleanse straight after. The shade was correct, but she didn't have any samples for me to take away and try. 

Star rating:
*

 

Chanel
Overall service: 

I was absolutely blown away by the service I received at Chanel. I was served by a lovely gentleman. He asked all the right questions - about my skin type, what I'm used to wearing and what look I wanted to achieve. He was very unassuming, I felt no pressure to buy and he knew what he was talking about. 

Knowledge of products:
After discovering that I didn't want much coverage and preferred a dewy finish, he told me about two products, a new tinted moisturiser (which I fell in love with) and a foundation. 

Colour match and sample:
He tried three colours on my skin and asked which one I preferred, then told me I could try a bronzer over the top to get the full look. I didn't ask for a sample, I bought a product because his service was outstanding. 

Star rating:
*****

 

Nars
Overall service: 

Good quick service, the moment I looked at a product the assistant came straight over and asked if I needed help. She asked me all the correct questions and sat me down for a colour match straight away. The one thing I found annoying was that she left half way through my colour match to give another customer her phone number and spent about 5 minutes talking, she did apologise afterwards and carried on with my colour match. She was polite and helpful. 

Knowledge of products:
She knew what she was talking about and gave me a brief summary of the two foundations she thought were suitable. We narrowed it down to ‘Sheer Glow’ and sat down for a colour match. 

Colour match and sample:
She applied 3 colour swatches on my jawline and asked me to pick my preferred colour. I asked for samples and she told me that they would probably have some in a few weeks. 

Star rating:
****

 

It is safe to say If I have a horrible experience with a brand's service,I It puts me off the entire brand, and until they redeem themselves, I won’t shop with them. 
Let me know which brands have been good or bad to you… There will be a Silver Service part two!! 

Lots of love

M x