Inorder to compose the summaries of the brands Paula reviews, we have to gather information about the company history and background in order to put the brand’s products into context for Paula and, of course, for the benefit of Beautypedia subscribers. While compiling information for Sally Hansen, I encountered another positively baffling encounter with a customer service rep, which just might be the kookiest yet!
I thoroughly searched Sally Hansen’s website and that of their parent company Coty, Inc. to find some information about the brand—for instance, who is Sally Hansen? Why is she so focused on nail care? How did the company come to be a drugstore mainstay?—and was coming up with zilch. I couldn’t find any information, not even when it was founded and by whom—basic stuff that almost all cosmetic brands put on their websites. Even a search on Wikipedia and Google yielded no results. So I opted to call Sally Hansen’s customer service, explaining that I was doing some research on the brand and wanted to know some background history. Here’s how that conversation transpired:
Me: Hi! I’m doing some research and I was wondering if you could tell me a little bit about the Sally Hansen brand. Who is Sally Hansen? How did the company originate? Or can you put me in touch with someone who might know?
SH: Sure! I can direct you to our website. All that information is available on SallyHansen.com.
Me: Actually, I started there, and there’s no “About Us” info on your site at all. Or if it is there, I’m just not seeing it.
SH: Then it should be on Coty.com.
Me: I tried there too, but Sally Hansen isn’t even listed as one of Coty’s affiliate brands. That’s why I thought I’d give you a call.
SH: Well, I guess that site hasn’t been updated in awhile! Can you please hold?
*TEN MINUTES PASS*
SH: Sorry for the long delay. I can tell you that Sally Hansen wasn’t actually a real person, and all the other company history information we have is available at SallyHansen.com.
Me: Okay, that’s helpful. But I’m just not seeing where that information is on your site. Can you tell me the tab you clicked on or the URL of what you’re looking at?
SH: Did you click on Contact Us or Customer Service?
Me: Yes, I’m looking at that page now.
SH: All the company information is listed there.
Me: But there’s nothing there.
SH: Well, then, I’m told that’s all the information we have.
Me: So all the information you have is no information?
SH: Yes, all the information we have is listed there.
Me: But have you looked at the page? There’s nothing there. It’s only the customer service phone number and an email address.
SH: Well, you should send your inquiry via email and someone can get back to you.
Me: Great! Which department receives those emails?
SH: This department. Customer Service.
Me: But aren’t I talking to you now? How would emailing you help?
*EXTREMELY AWKWARD SILENCE*
Me: Thank you for your time.
*CLICK*
So, dear readers, after all that, all I know for sure is that Sally Hansen wasn’t actually a real person. Whether or not that accounts for the company’s gaps in their employees’ logic and the staggering lack of background information they give their customers, I can’t say. But in my experience this kind of doublespeak and nonsense at the customer service level doesn’t bode well for how their products will stand up to Paula’s scrutiny. Either way, look for those reviews on Beautypedia soon!
