You may (or may not) have seen my post about
THE WEEK OF DEFECTIVE PRODUCTS. Basically, I was doing my weekly deep cleaning on my brushes and my F25, literally, fell apart into my hands. The hairs just pulled away from the ferrule even though I've followed all of the recommended care "techniques" they suggest. I guess I just happened to get a bad brush.
Almost immediately after it happened I emailed Sigma about it and even though this brush was received through an order placed here on Luuux about 10 months back, they were able to find me in their system and told me they'd send me out a replacement. This pleased me. Talk about good customer service. They didn't give me any hassle about it or anything. I'd have been more than willing to include the picture of the broken brush but they didn't even ask for that. I know some companies will want visual proof, if you will, that the item is damaged. I held on to the broken brush just in case, though.
The replacement brush came on Saturday. I believe it was Monday that I emailed them and not even a week later and my new brush had arrived. I'm extremely pleased.
It is the same brush, but as you can see in the photos the new brush handle is polished and has a shine to it where as the original one is matte. I don't really mind either way.. I don't use it for the coloring/style of the handle but for the actual hairs and how well it applies.
I thought I'd give an update as I had quite a few comments asking if I heard anything back from Sigma about the issue. Yes, I did! :-)
--PHOTOS ARE MY OWN! YOU MAY NOT USE!
Comments (32)
WHAT?! It's sad that it happened to begin with but the good news is that you get a free replacement.
That's great that they sent you a new brush without adding anymore trouble. Too bad the brush broke in the first place, but at least you got a replacement :) .
that's super nice they sent a replacement brush! that's what great customer service is all about
That's great of them to replace the brush for you so quickly and without any questions either. I hope you have better luck with the new one this time around!
good to know for future references...
That really sucks, but it was really nice of them to send you a new brush! :)
Ooh they actually sent you a brush without any hassle, definitely good customer service. Hopefully the new one doesn't mysteriously fall apart like the old one.
thats wonderful of them!
This sounds really good. I really want to try the products of Sigma.
Wow they really do have good customer service. I think it's very normal to ask for visual proof but it's rare to see a company trusting its customers so much that they are willing to solve an issue without having to see proof.
OMG I have never see a brush turn out like that before but thank goodness they sent you a new one!
awesome customer service, I'd say :)
Talk about extremely great customer service! I am so glad they replaced it for you :)
Wow that's awesome of Sigma! Great customer service!
that sucks. i hope it works out well
I'm really sorry that happened but at least you got a new one
I'm impressed by their commitment to their customers!!
That's awesome you were able to get a replacement with a hassle!
❀Lisa Le❀: I had thought that might be an issue but the reality is I had just started to use it because I never really found a good use for it until just recently. So, it wasn't a brush that was used for 10 months but I would hope that even if it was they would still have been good with their customer service since that doesn't seem like a normal way for a brush to just break on someone.
wow ive never seen that happen with a brush before. glad they replaced it though
Great brush! :D
Oh 'm glad to see that they replaced it! I hate when companies have bad customer service
That was really nice that they did that. I am surprised that they sent you a replacement since you have had that brush for about 10 months. Thats really great customer service right there.
That was really nice that they did that. :)
I've been wanting to buy this brush. I'm glad to hear the customer service was outstanding. This is good to know.
That is fabulous customer service -- it's nice to hear there are still companies out there that are customer oriented.
I hope this one doesn't fall out like the other one!!
thanks for sharing!
thats awsome you got one with no broblems :)
That was great they did that!
Awesome customer service! Sorry the brush broke in the first place though!
That was very nice of them to replace the brush for free and so quickly.