While I was at IMATS, Rae was there, she was at her stand, selling books and brushes, I decided I would have a quiet word with her about the dye, not the PETA stuff, not the glue in the brushes, just the dye, I had the picture on my phone and I thought, you know what? She deserves to know.
So while Emma ran for cover (OK, stood on the other side of the stall picking out brushes), completely convinced Rae was going to punch me, I waited until everyone had walked off and Rae was on her own, I didn't want to make a fuss, I just wanted to show her, I started by telling her how big a fan I was, how I had all the books and so on...then I told her about my dyed brush and showed her the picture.
She was horrified, showed the picture to her assistants and asked if she could e-mail the it to herself so she could chase it up, grabbed be a replacement brush, cleaned it right in front of me to check for dye. She asked about the quality of the other brushes and I told her, she was clearly disappointed. She grabbed a few more brushes, then asked if there was any book I didn't have, I said no, but a friend had been eyeing up my copy of Timeless Makeup and I could pass my other copy to her. She personally signed the book and gave me all my goodies, I hung around for a few minutes chatting makeup, brush cleaning tips, foundations preferences, everything really. Before I left she pointed out that I now had her personal e-mail address and if I had any other issues to contact her directly.
I am now ready to fall in love with these brushes, I was hurt before, I won't lie, but I can tell a genuine response from a fake one and Rae Morris was on my side, she was warm, lovely, funny and has a heart of gold, lucky for Emma, I had already worked out she was in heels and I in flats...just in case...
A happy ending methinks, interestingly when I compare the brush I bought with the new one I was given, they are a bit different, the new one of markedly softer, have longer bristles and a slightly different shaped handle. Might be a blog post in that too.
And Lizzi and the brushes lived happily ever after...
Thanks for keeping us posted, Lizzi! I'm so glad she was open to listening to you. Great customer service.
ReplyDeleteIt was important to give an update, I have never hearing 'what happened next/in the end' I was shocked at how well she took it all but I guess that's the kind of person she is.
DeleteThat is the perfect way to deal with this kind of feedback, well done to Rae Morris and kudos to you for having the guts to go and speak to her personally about it - I don't think I'd have had the same level of courage in that same situation!
ReplyDeleteI think I had had enough time to let everything sink in, so the emotion wasn't there to cloud what I said, I didn't expect her to react as well/strongly as she did, but all in all, good decision!
DeleteI'm so glad to hear that this whole brush saga was all sorted out! Rae Morris is one of my idols so I'm happy to hear she sorted it out for you :)
ReplyDeleteShe's one of mine too, had she just been 'some makeup artist' who's brushes turned out to be a bit crappy, then fine, but she isn't and she's clearly so proud of the brushes.
DeleteWow, that's so awesome! So happy that it all worked out in the end and that Rae Morris was so nice about it! xo
ReplyDeleteYeah, me too, I expected her to be reasonable, but I didn't expect her to be SO great about it.
ReplyDeleteThat is AWESOME! Well done for taking the initiative to go and speak to her. She sounds really lovely.
ReplyDeleteThanks! She was really lovely!
DeleteYou're so brave to go up and talk to her, I doubt I would have had the guts! I'm so glad she sorted it out for you!
ReplyDeleteI still don't know if it was bravery of stupidity!
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