Miss Bio, When Customer Service Doesn’t Answer

I’d like to give you some feedback about the Miss Bio website. It’s a site I used to love because they offer a wide range of organic brands, but things have gone downhill since the lockdown.

I waited until the end of the lockdown to place an order on their site on May 11th. The money was debited very quickly. A week later, on May 19th, they tell me my serum (€54, mind you), is no longer in stock (even though it still seems to be on the site: it’s still possible to buy it), so they offer me either a credit note or a refund. They shipped the other product I bought. It also annoyed me to receive a huge package just for one product. But fine!

I ask for a credit note, but for 3 weeks, no news.

They no longer answer emails, messages left on their site, on Facebook, or by phone.
On the other hand, when it comes to taking money, it’s immediate and without any problem.

I understand that customer service is overwhelmed, but at no point did they mention on their site that they were overwhelmed. Whereas other sites, as soon as you contact their customer service, at least there’s a message to warn that they’ll respond with a delay, and not in radio silence mode like Miss Bio. The community manager gives some info on Facebook about customer service being overwhelmed. But when you place an order and you’re about to pay, why not warn that customer service is out of order?

I understand that during this period, it’s tough, but my money doesn’t fall from the sky either, it’s tough for me too lol

The 24-hour shipping message is still on their site even though that’s not the case. Often, products shown as in stock are no longer available because they process orders from the last 2 months first, and when it’s my turn, the product is no longer available 🙁

I’m not thrilled with this experience, and at the moment, I haven’t been refunded either.

No one is reachable by phone anymore. There’s even a weird automated message about a “06…” whose mailbox is full.

When you’re a serious business, I think you should have something other than an automated message about a “06…”, it’s not professional at all!

I’m really very disappointed; I’ve made many purchases with them before without any issues.
In a time of crisis, I think users can understand and be empathetic, but we shouldn’t:

• give incorrect information about shipping times
• apply the “radio silence” method
• shove “we’re overwhelmed” in our faces, as if it were our fault for having the bad idea of ordering from them. If you’re overwhelmed, stop accepting orders, redo your inventory, process old orders first instead of cashing in new ones

Apparently, it was easy for them to modify their site during the lockdown to display “free shipping”.
However, to show a minimum of respect to users, warn them about longer delivery times, absent customer service, there’s no one left.

You can check their Facebook page, many users are currently complaining about the radio silence of customer service, between lost packages, undelivered ones, or like in my case: unavailable product but not refunded. If you’re near a Miss Bio store, it’s better to go and buy on-site, that way you’re sure the product is available.

Update June 8, 2020: Almost a month after my order, I finally received my store credit as a discount code, yayyyy, automatically? Because the credit was issued at 1 AM. At least I didn’t lose my money, phew. I’ll wait a bit before ordering from them again, so that the stock can be replenished

Update in November 2020: everything is working again! I was able to buy their advent calendar without any problem, fast delivery, complete order

Update December 2020: again, the Customer Service is down. Order placed on 12/14/2020. One item missing. A credit is generated but impossible to get a hold of this credit (there’s no code to enter in the cart).

Another order is marked as “Delivered” even though no package has been prepared and no tracking number has been sent. Contacted support and no response.

Update January 2021: After requesting the cancellation of the order twice, my Christmas order placed in December was finally shipped. With a little surprise inside as an apology. I think there was an issue with shipments to Belgium. The site seems to be functional again as my new order (to France this time) went through without a hitch. However, it’s still impossible to get a hold of my credits.