Not too long after Real Techniques came to Boots I bought the stippling brush and was left unimpressed (although I love the core collection). Other bloggers raved about how soft it is but mine was stiff and horrible to use. Despite regular washes the bottom of the brush was matted and clogged with product so I couldn't use it for cream blush let alone foundation.
A couple of weeks ago I saw someone post about a problem they had on twitter with Real Technique brushes so I replied letting them know I got a bad brush too. The next day Real Techniques tweeted me with a contact email to send a complaint to. I'm not sure why I didn't complain sooner as I usually don't hesitate to! So I sent an email explaining my problem with the brush and with in a matter of hours I got a reply. That's pretty good right?! Sometimes companies take weeks or even months to reply. They asked me to said pictures of the stippling brush and an address to send out a replacement. I replied with the details on Saturday and the next Monday a replacement arrived! Talk about speedy.
Anyway it gets better. Not only had they sent me a replacement for the stippling brush they also sent a kabuki brush too! I was over the moon with this as I'd been after a new brush for bronzer for ages and the angled shape of this will be perfect. They didn't have to include the extra brush but the fact they did left a sweet taste in my mouth.
All in all the customer service really couldn't have been any better! It's refreshing for a brand to value customers and treat them so well. I'll definitely buy from Real Techniques in the future - infact I've got my eye on the powder brush at the moment.
What's the best customer service experience you've had? What's the worst?