Tuesday, 24 July 2012

Illamasqua- Not Just a Pretty Face

Everyone can tell you of a time they had bad customer service, they remember it far more easily than the instances of good customer service.  I like to document good customer service, such as in my Z Palette- I Salute You post.

Bit of a back story- I have a huge fondness for Illamasqua, I love what they do, how they do it and what they create.  Its no secret I love the products, but what you might not know is that I love their values, especially the support of the Sophie Lancaster Foundation.  As a young(er) adult- OK Teenager, I lead a slightly alternative lifestyle, for this, my friends and I got a lot of flack, mostly rude remarks, my personal favourite was 'Goth Patrol' (seriously?).  I had several friends beaten up for the way they looked, some pretty severely.  I hate what happened to Sophie Lancaster, I hate that we live in a world where you can be judged on the colour of your hair and the clothes you wear.  That some people think this gives them reason to abuse you, beat you, and sadly in Sophie's case- kill you.  I love that a company as rapidly growing and as popular as Illamasqua still supports something like this.

On top of that, Illamasqua is a British company, based in London, being born and raised in the UK I have a fondness for all things British, as a kid my mum used to take me to London at Christmas, I still recall it with not just nostalgia, but a sense of awe.  She was born and raised in London and subsequently moved to Scotland to attend medical school but it meant she knew the city very well.  These trips were something I looked forward to all year.

So why am I so excited to share the emotional side of this makeup brand?
Well, earlier in the week my package of sale goodies arrived and this is what I found:
Oh NOES! Not only was this powder shattered- as I was, but the finely milled powder which I love so much- had covered all of the nice sleek black packaging with a very fine layer- not a big deal, but not great for haul worthy photoness!

Anyway, I e-mailed Illamasqua and included a copy of this photo, they are replacing the powder and sending it (all the way to Australia) without me needing to return the original (all the way from Australia) which is great, because I suspect to send it back might have cost more than the powder did!

I was SO worried that I'd e-mail them and get the response of 'oh well, you win some, you lose some' or a 'if you send it back we'll gladly replace it' both of which would suck.  I love this company and I was scared this would tarnish it- alas not at all.  Another box ticked for this remarkable company. 

Illamasqua- I doth my imaginary cap.


  1. Illamasqua are fantastic in this regard, they value positive feedback and making sure you receive great service. They always seem to have the finger on the pulse in terms of Twitter and social networking, and work with bloggers in a way that you'd never see from a company like MAC.

    I love Illamasqua powder foundation, probably one of the best powders I've ever used.

    1. I've never had anything but a positive experience with Illamasqua. From the counters here to social networks, to the products. The powders are amazing, I usually end up looking cakes if I wear powders, except Illamasqua.
      They always greet you like an old friend if you go toa counter....also not what you would see from MAC.
      I can say nothing bad about this brand...

  2. Hey Lizzi, yep must agree with you. Super friendly staff, love the foundation you recommended me and the lady at the counter did a fantastic job doing a makeover for M's daughter ;)

  3. Illamasqua have fantastic customer service, other companies should take note, they are awesome xx

    1. You know, the outcome is what I expected, but I was woreid, because great customer service seems to be rare these days!


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