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Перевела на счет компании (Marth Kamu) более 10000$. Нет ни денег, ни отправления.Если отправление было противозаконно, мне не объяснили и требовали денежные переводы через WU.
Кто мне вернет средства? Elena Zazdravnykh RUSSIA
Nivea Men Extra White (Thailand)
This product is manufactured in Thailand and I believe must be exported from here, I purchased the product from Top's Supermarket Bangna after being with another competitor brand for many years.
I used the product for every day for one week and noticed that each time there was granule like particles in the cream which didn't dissolve and the cream was thick and sticky and didn't flow on application to your face.
I called the Nivea customer service in Thailand and due to language issues I asked that we communicate by email which was fraught with problems due to the inability of Nivea Thailand customer service staff to understand english beyond the basic solitudes and anything requiring some technical knowledge was hopeless.
I emailed Nivea Germany and UK and after 2 months there has been not a reply in any form from these two locations so I have now come to the conclusion that the customer is not important and I guess continue to manufacture this inferior product..
In closing, I am an posting this complaint as a heads up on a questionable product and the lack of courtesy from Nivea Thailand, Germany and UK which confirms a sense of arrogance from a multinational who treat their customers with contempt ..
Nivea response to my complaint which is an illustration of how to pass the responsibility and blame and to confuse the situation with corporate goobly [censored] ... its just shows how a global corporate wrecks an old established product with arrogance and stuff the consumer attitude ...
consumer.relations.crs@beiersdorf.com
In response to your contact ref: #000237119A
000237119A
5 August 2016
Dear Mr Fong,
We have been passed on your complaint from our Thai colleagues in order that we can communicate with you in English, and understand the experience that you have had whist using our Nivea Men Extra White range.
Firstly, we are so sorry for your frustration in trying to contact us. Our German colleagues have asked me to pass on their apologies as they have not received any correspondence from you. It is our procedure to handle consumers who reside within our own countries, which is why you would have been passed onto our Thai colleagues should you have contacted the UK, Germany or another country. We are sorry that you have been unhappy with the way you have been dealt with.
In regard to your complaint, we understand that there has been an issue with the consistency of the Nivea Men Extra White product that you had purchased. It would be very helpful for the team to receive the product back into their office so that they can investigate this for you. They will naturally reimburse or replace the product for you in accordance with their local refund procedures. Complaints of this nature are very rare, and they will take this opportunity to look into what may have happened.
I am in contact with our German Consumer Relations Manager, and our Thailand Consumer Relation Manager in regard to your experience. Should you wish to be handled via our UK office, we are happy to do this for you. Naturally, any responses not by e-mail will need to be sent via Thailand.
Photograph's can be sent directly to us via our inbox - consumer.relations.uk@beiersdorf.com. Please quote your reference number 000237119A. Our system unfortunately does not accept attachments at this point in time.
Again, please accept our sincere apologies for your experience. If you would like to elaborate on the nature of your complaint, we will do our best to sort this issue out for you, alongside our Thai colleagues.
Thank you for your patience and understanding in this matter, and we look forward to hearing from you shortly.
Yours Sincerely
Stephanie
Beiersdorf UK & Ireland Consumer Relations Team Senior
NIVEA, Eucerin, Elastoplast, Atrixo, and Labello Ireland
* Please note our office hours are Mon-Fri UK time.
Any e-mails received over the weekend will be handled as priority on Monday.
000237119A
5 August 2016
Dear Mr Fong,
We have been passed on your complaint from our Thai colleagues in order that we can communicate with you in English, and understand the experience that you have had whist using our Nivea Men Extra White range.
Firstly, we are so sorry for your frustration in trying to contact us. Our German colleagues have asked me to pass on their apologies as they have not received any correspondence from you. It is our procedure to handle consumers who reside within our own countries, which is why you would have been passed onto our Thai colleagues should you have contacted the UK, Germany or another country. We are sorry that you have been unhappy with the way you have been dealt with.
In regard to your complaint, we understand that there has been an issue with the consistency of the Nivea Men Extra White product that you had purchased. It would be very helpful for the team to receive the product back into their office so that they can investigate this for you. They will naturally reimburse or replace the product for you in accordance with their local refund procedures. Complaints of this nature are very rare, and they will take this opportunity to look into what may have happened.
I am in contact with our German Consumer Relations Manager, and our Thailand Consumer Relation Manager in regard to your experience. Should you wish to be handled via our UK office, we are happy to do this for you. Naturally, any responses not by e-mail will need to be sent via Thailand.
Photograph's can be sent directly to us via our inbox - consumer.relations.uk@beiersdorf.com. Please quote your reference number 000237119A. Our system unfortunately does not accept attachments at this point in time.
Again, please accept our sincere apologies for your experience. If you would like to elaborate on the nature of your complaint, we will do our best to sort this issue out for you, alongside our Thai colleagues.
Thank you for your patience and understanding in this matter, and we look forward to hearing from you shortly.
Yours Sincerely
Stephanie
Beiersdorf UK & Ireland Consumer Relations Team Senior
NIVEA, Eucerin, Elastoplast, Atrixo, and Labello Ireland
* Please note our office hours are Mon-Fri UK time.
Any e-mails received over the weekend will be handled as priority on Monday.
Re: In response to your contact ref: #000237119A
Dear Stephanie,
I appreciate your email but from the outset I have been communicating with Thailand but they refuse to use email and insist on speaking by mobile, I have sent the pics and use by etc to Thailand and German offices months ago and the product back to Germany.. I am surprised to receive this response especially so soon after I posted on complaints board.com..
Sincerely,
Kevin
Re: In response to your contact ref: #000237119A
Dear Stephanie,
Firstly I did communicate with the appropriate people in Thailand by way of the complaints process as per their website but due to their inability to communicate by email and their continually endeavouring to connect via the mobile and not being able to communicate in simple and understandable English was frustrating, their level of technical expertise was minimal so thats why I insisted in emails as there would be a clear record of communication..
As Thailand didn’t respond for a long duration I took the decision and communicated with UK and Germany and again there was the auto response acknowledging my communication but as expected no reply addressing my issues and communication and acknowledgement of the returned product to Germany….
As to your comment about me wanting to elaborate on the nature of my complaint, does I take from this comment Thailand has not addressed my complaint to you at all, it seems we are running around in circles and with no resolve and its cost me time and cost which as a previous supporter of Nivea and La Prairie products its terribly disappointing but not unexpected and I will continue to update my post on complaints board
Sincerely,
Kevin Fong
Dear Mr Fong,
My apologies for the delay in responding to you during our busy UK summer season.
I have spoken by e-mail with my colleagues in Thailand, who have asked me to contact you with their comments.
Our Thai colleagues had tried to contact you several times via the phone and e-mail address given. In order to identify the problem that you have had with our product, they had requested the Nivea Men Extra White product back. This would enable an investigation to start into your experience with this range. This is standard procedure through Beiersdorf globally.
We appreciate that you had submitted some information to the team regarding the product issue, but without the physical product we are unable to investigate. After this time, the team were unable to connect to your phone number. Through this call, they wanted to offer you a replacement product as a gesture of goodwill. This would be why you had not heard from the team, due to your details now phone number being inaccessible.
We value your feedback regarding the peeling effect of the Nivea Men Extra White product. Our Research & Development teams would have liked to have investigated this phenomena for you. Most consumers never see this effect on themselves, but some people tend to residues on their skin. Besides the formula characteristics obviously some individual skin characteristics are influencing factors. Without the product, we are unable to continue your investigation in order to find out which characteristics these are.
Our Thai team are very well educated in English, and feel that they would have been able to have addressed your issue in English for you. Unfortunately, we are only permitted to handle consumer's from our own countries which is why our German colleagues, as well as ourselves would have passed your complaint to the Thai team.
We are sorry on behalf of Beiersdorf Thailand and Germany that you have felt that your complaint had not been addressed. If you would like to contact the team directly, they would be more than happy to re-open your case. Unfortunately, we as the UK are unable to assist you with your complaint, but do sympathise with your frustrations.
Assuring you of our best attention at all times Mr Fong.
Yours Sincerely
Stephanie
Beiersdorf UK & Ireland Consumer Relations Team
NIVEA, Eucerin, Elastoplast, Atrixo, and Labello Ireland
Stephanie,
What a load of croak, you first stated you were responding to my complaint because the incompetent Thai’s wanted you to communicate in English to me, let me tell you a little of my background, I was until recently the First Secretary for Foreign Affairs and Trade with NZ MFAT based at the NZ Embassy in Thailand, I have a Master in International Marketing and Political Science so please don’t be so patronising as I don’t intend to allow this matter to slide under the radar…
I deliberately asked that all communication between myself and they be by email so I could have a record of their incompetence and with your email certainly gives a strong position to take against Beiersdorf through the government agencies and social arena..
Sincerely,
Kevin G Fong
Anti-Blemish 3-IN-1 CLEANSER
I used Anti-Blemish 3-IN-1 CLEANSER my face & neck is now broken out into pimples everywhere and red dots it is very itchy & uncomfortable. My eyes are swollen red and itchy. This allergic reaction has stayed for 3 days and has not gone yet. I do not have sensitive skin never have i had a reaction to a skin product before never have i used this skin product before.
I have to now take steroid tablets once a day.
I wish to request a refund for this product and be reimbursed for medication i am taking. I have photos of damage and receipts.
How many times you used it?
Sun cream factor 30
29th June 2016, I was in Cyprus and purchased a bottle of Naive sun cream factor 30, having used the product before thought it was the best. After only 2 days in the sun I got an allergic reaction to the sun cream and my whole body was covered in blisters. I was taken to the local clinic who diagnosed that I had an allergic reaction to this specific sun cream. My wife and I had 5 days of sitting out of the sun (the reason we went on holiday) only to be told that it seems to be with the batch made for the Naive factor 30? My legs, body, shoulders, were all covered in blisters. Having been a frequent sun worshiper I have never had a response like this before. Whilst in the clinic (admitted for checks) there were other UK visitors who had the same reaction so I was not alone, bizarre to sat the least so I think it may be a batch problem and requires some investigation.
Yes but I think you mean NIVEA sun cream factor 30 and NIVEA should respond accordingly.
Skin Reaction
I used Nivea q10 pore refining day cream recently. After two days I stopped using it as I had developed small pimples all over my face and neck. Then areas around my mouth and noise became red, dry, flaky and sore. I also developed a rash on my stomach. The doctor prescribed 0.1% hydrocortisone cream for me face which seems to be doing some good to around my mouth and chin, but now my eyelids are sore, puckered and wrinkly. I feel hideous. Nivea/Biersdorf you are a disgrace! It has been over one week and I just seem to be developing new horrible symptoms. I wish I could afford a dermatologist to help me, but I'm just going to have to wait and hope. Thanks Nivea!
Reaction
I bought the Nivea product earlier this week and tried it out. I came out in a very itchy rash all over my body and I had to attend a walk in centre as I was quite concerned. They told me it was a reaction and they gave me some antihistamines. After reading up on the Internet I can see that the product contains Methylisothiazolinone which I have read up about and as per this website http://www.bbc.co.uk/programmes/b006mg74/features/mi-update it states that as of 25/09/2013 that Nivea will be removing this ingredient from all of its products. Cosmetics Europe has urged all companies to remove this ingredient from its products due to severe skin reactions reported over a period of time. Heres a statement from an article by the daily mail.
"Beauty product companies have been told to stop using a chemical irritant in some products after an explosion in cases of allergic reactions and eczema.The chemical, a preservative called Methylisothiazolinone (MI or MIT), is routinely added to moisturisers, sun creams, shampoos and wet wipes. Skin experts in the UK and around the world have picked up a large number of allergic reactions they believe are caused by the chemical"
I would like to know why this has still been added as this has caused me severe pain and suffering over the past few days. I haven't been able to enjoy my weekend or go in the sun and this has been a lovely weekend around 20-24 degrees.
Reaction
I purchased Nivea Soft moisturising cream 200g on Thursday 18th July, applied to my hands and within 1 hour my hands had swelled and broke out in hives, I did not apply any further cream after this time and the hives are still there and now my hands are extremely dry with bumps all over, itching and generally uncomfortable.
I contacted the consumer relations team that morning and was put through to voicemail, I did leave a message but am yet to have anyone come back to me. I understand that they are not doctors and can not advise on how to take this pain away but I would appreciate the £5 I spent on this product back.
There is a lack of customer service representatives within the UK having been told it was a team of 3 for the whole of the UK, I called back and spoke to Receptionist and was told that as I said I have experienced a reaction I would be at the top of the pile for a call back, However there was a serious lack of interest in my complaint with no resolution offered other than "They will call you back when they can"
I tried to submit a complaint through their web site and after filling in all the fields the submit button didn't even work!
AVOID this company as much as you can, I was a regular Nivea user primarily deodrent but after this experience I will be boycotting the company from here on, mainly because of their lack of care or interest in one of their consumers.
The complaint has been investigated and resolved to the customer’s satisfaction.
Skin allergy
I bought Nivea Visage Daily Moisturiser Naturally Even For Normal and Combination skin. After the first day the side of my face was slightly swollen, my eyelid was drooping and my skin was red. After the second day's application it got worse. My neck was also itching and stinging. I immediately stopped using the product. The symptoms actually got worse and...
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Nivea emailsonlinerelations@beiersdorf.com100%Confidence score: 100%Supportconsumersa.external@beiersdorf.com100%Confidence score: 100%Support
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