Voicing Your Thoughts Pays Off

The day before I left for Toronto to start my internship, I realized that I needed to buy new razors. Over the past I don’t know how many years, I have been religiously using Venus razors because they are the only blades that don’t hack up my legs.

I didn’t go to my regular Shoppers Drugmart because I needed to make a pit-stop across town where I knew there was one in the same plaza. To my surprise, this new and strange world of the unknown Shoppers didn’t have my replacement blades. However, I saw a rather large display of the new Venus Embrace (the five blade razor that guarantees to get your legs smoother). There was no price to be found on the display and since I didn’t want to drive to another Shoppers, I decided to give it a whirl.

When I got up to the check-out and the cashier scanned the 4-pack of blades, the price showed $20.99. I nearly had a heart attack! All I could think to myself was, “These blades better be worth all this money and better do what they promise!” And they did! They worked wonders on my legs and didn’t even nick my once, not even with the five blades.

All things are going great with my new purchase up until this week when I went to use the razor and found that it had fused itself to the plastic container it comes with. I managed to pry the blade off and found that a lot of the plastic had transferred onto the blade, making it completely useless. I have left my razor and containers in the shower for year without any problems, then this happens. I decided to write a letter to P&G.

The next morning I wrote a detailed e-mail explaining what had happened and that the razor could not be used. I said that I would not have complained if it was the regular Venus blade that I was so used to using, but since the new blades are so expensive, I had to voice my thoughts.

Today, I received an e-mail response from Venus:

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Hi Rachel,

Thank you for sharing your disappointing experience with Venus. The people in our technical and marketing groups want to know how you feel so I’m sharing your comments with them.

Because we value your loyalty, I’m sending product reimbursement to encourage you to continue to use and enjoy our products. You should receive it within 2-3 weeks. We appreciate the opportunity to serve our customers.

Thanks for writing.

Cindy H
Venus Team

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I didn’t expect to hear back so quickly, or even get reimbursed for the product. I’m really happy with the timeliness and dedication to their customers. A really bad experience turned into a really great one, and to that I say, Thank you!