Yves Rocher Arvostelua 166

I wrote this in English so that everyone can understand my review, not just the French. I'm a loyal customer of Yves Rocher, even my mother has been using their products since dozen years ago. It's a family product for us! But recently one incident has made me feel disgusted with their service and I've been reluctant to order from them again! My story: I ordered NINE shopping bags from them. On the website the bag is purple, flowery and so pretty. I intended to give the bags as a souvenir for my party, along with some mini parfumes of Yves Rocher that I had bought. I was so shock when I received nine shopping bags in GREEN, not purple that are so plain, no design at all, with just yvesrocher brand written on it which is so HUGE and so UGLY. As if I got the bag for FREE, not something that I purchase. I complained to their customer service, and they sent me an email just once, simply by saying the products that I had ordered were out of stock. That's it, no solution offered or anything! I replied to them and said:

1) According to the Law: Product sold on the website (distant selling) MUST comply with the description
2) They promise on their website that if any product is out of stock while an order has been placed, they are engaged to contact the customer to let us know before shipping, and I NEVER received any confirmation from them about this.
3) On their french website, until today (8 october) they still put the purple bag instead of the green one, although they said it's already out of stock! So, do they intend to lie and confuse more customers?

Now, for three days they've been ignoring my messages! I felt so disgusted with their unkind intention to my problem. The amount of my order might not be much just several euros, but it's the cheated feeling that I regret so much as I've been their loyal customer for years even when I lived in Germany, I'd been using their products religiously! It's not how much money I spent for this order, but the fact that I ordered something that I really WANT and received something else that I DO NOT want. It's like you order the SO ELIXIR Purple parfume but got instead the SO ELIXIR White. There's a big difference! They just keep buying my time and not even offer a change or a return, just so I will pass my right of 14 days. Worse, it's their fault, not me, but they do not want to be held responsible. They have the WORST customer service ever.

Je suis cliente Yves Rocher boutique depuis des années et Internet plus récemment.
Le site est agréable et les offres proposées très intéressantes. Les produits sont toujours conformes à mes attentes, les délais de livraison rapides et leurs conseillères clientèle vraiment très professionnelles ! A conseiller !

Merci Yves Rocher !!
Que ce soit pour le choix des produits, pour les prix, pour la qualité, pour le service client ou l'envoi : je ne trouve rien à reprocher à l'enseigne !