I’m really disappointed with the customer service experience. This was my second time purchasing from Tart as a gift, and unfortunately, I had an issue both times.
The first time, my package was never delivered, and I had to fight to get the situation resolved. To Tarts credit, they eventually made sure it was delivered properly, but the process did not feel good.
This time, I was again left feeling as though the problem was somehow my fault, either the address was wrong or I needed to take it up with the Postal Service. What was missing was any real effort to find a solution or make me, as the customer, feel valued.
Mistakes and delivery issues happen. What makes a difference is how a company handles them. I would have appreciated someone taking ownership and offering a solution rather than simply telling me where the problem wasn’t theirs!
I want to love Tart and continue doing business with the company, but customer service matters. Making the customer feel heard and helping find a solution is what creates loyal customers who come back again and again.