Help.... SCHOLL are ignoring my complaint....what should I do now?

R2D2_2

Hi. Any advice would be much appreciated – because I am getting nowhere fast with Scholl.

Long story short I had an adverse reaction to one of their products. My feet broke out in a really bad rash which was so uncomfortable and itchy that I was laid up for a couple of days until I applied an anti-inflammatory cream.

I made Scholl aware of this, sending them photographs of the reaction, and they requested that I send them the product for testing and that they would advise me of the results. That was in February! 6 months later I’ve heard nothing from them. I’ve emailed the individual at Scholl that I originally corresponded with on multiple occasions, but got no replies.

I’ve tried contacting Scholl’s parent company via email too – but nothing.

I pretty miffed with their poor customer relations, and the fact that I am out of pocket for the original product I sent them, the postage and the anti-inflammatory cream I had to buy too ( that’s not even taking in to consideration the inconvenience and discomfort the reaction caused ).

But my question is this – how do I now pursue this? If no one at Scholl is willing to respond to my complaints where do I go? Who is the ‘boss’ at Scholl, where can I write to him / her and is there a governing body / ombudsman for the cosmetic industry?

I am thoroughly peeved with getting the run around by Scholl so would really welcome any advice that can be offered.

Thanks!

somethingcorporate

Have you tried calling them? Freephone: 08000 742 040

http://www.scholl.com/en-GB/contact-us.raction

I cannot find any industry memberships on their website so not sure where you can escalate it to really.

wealdroam

R2D2 wrote: »

Hi. Any advice would be much appreciated – because I am getting nowhere fast with Scholl.

Long story short I had an adverse reaction to one of their products. My feet broke out in a really bad rash which was so uncomfortable and itchy that I was laid up for a couple of days until I applied an anti-inflammatory cream.

I made Scholl aware of this, sending them photographs of the reaction, and they requested that I send them the product for testing and that they would advise me of the results. That was in February! 6 months later I’ve heard nothing from them. I’ve emailed the individual at Scholl that I originally corresponded with on multiple occasions, but got no replies.

I’ve tried contacting Scholl’s parent company via email too – but nothing.

I pretty miffed with their poor customer relations, and the fact that I am out of pocket for the original product I sent them, the postage and the anti-inflammatory cream I had to buy too ( that’s not even taking in to consideration the inconvenience and discomfort the reaction caused ).

But my question is this – how do I now pursue this? If no one at Scholl is willing to respond to my complaints where do I go? Who is the ‘boss’ at Scholl, where can I write to him / her and is there a governing body / ombudsman for the cosmetic industry?

I am thoroughly peeved with getting the run around by Scholl so would really welcome any advice that can be offered.

Thanks!

Did you buy the thing directly from Scholl?

If not, you perhaps should be contacting who ever sold the product to you.

Scholl UK do offer a freephone number on their contact us webpage, and their postal address is on their Terms of Use webage.

babyemily

Please dont take this the wrong way but why are you blaming Scoll? Do you feel the product was faulty/defective? Or did you have an allergic type reaction to it? If you reacted to it then that is not Scholls fault and you should just accept it and move on, making sure you never use this product again. Is it a product you have used before? Although we can go through life quite happily using products and then one day suddenly react to it so again it may not be Scholls fault. You say you want consideration for the inconvenience and discomfort you suffered - Again why? Surely you are not seeking compensation for something that may not be anybodys fault? I may have this all wrong and if I have I apologise and you may like to clarify further.

R2D2_2

Hi Guys,

Thanks for the replies. I haven’t, as yet, contacted Scholl on the freephone number you kindly provided. I was hoping to correspond via email, or letter, to keep a record of our communication, and to preferably deal with the same individual throughout ( ....with call centres you rarely speak to the same person twice ). But I may well have to use that number now.

I have just looked at the terms of use link that Wealdroam has provided, and will use the postal address listed as another avenue for pursuing Scholl – as clearly emailing isn’t working! And in answer to your question Wealdroam, I purchased the product from Sainsburys.

As for the various points raised by Babyemily. I am not ‘blaming’ Scholl, merely trying to establish whether their product was faulty. But I am quite aware that the adverse reaction was more than likely an allergy on my part ( and something I wasn’t aware of ). But equally, their product contained no allergy warnings. So I feel I am well within my rights to highlight a potential problem. If, as you suggest, I ‘just accept it and move on’, who’s to say someone else won’t suffer the same reaction, if not worse? If there’s a potential allergy problem, Scholl should know about it and deal with it.

And it’s never been about ‘seeking compensation’ either. You seem to overlook the fact that I am the one who is out of pocket and has been inconvenienced on a number of fronts! The least Scholl could do is acknowledge that there is problem, apologise for the inconvenience and refund the cost of the product I sent them. To date it has done none of the above. Instead I am being ignored in the hope I'll simply go away.

I think if you encountered a similar level of customer service you would feel equally miffed.

Thanks to 'Somethingcorporate' and 'Wealdroam' for the positive advice - it's much appreciated.

somethingcorporate

No problem, you may actually be better off pursuing Sainsbury's since your contract is with them. Have you been in contact with them?

R2D2_2

No, didn't give that a thought - I may well raise the matter with Sainsburys too. If they're stocking a product that isn't labelled suitably, then perhaps they should know about it

somethingcorporate

good luck.

visidigi

Im sorry, but this doesn't sound right? A company like Scholl would have the diclaimers and warnings in the application instructions, usually along the lines of test the product in a small area to establish if you have any personal allergies to the product.

Are you sure there was not a peel off double label on the product or leaflet in the box?

arcon5

Scholl now have the product (or lost in royalmail system) so Sainsburys won't be able to help at all.

CrazyNerd

so if you have an allergy to eggs, do you expect the eggs to have a warning label? Everything and I mean everything is a potential allergen. You live and learn. Usually the leaflet or box says do not use if you are allergic to any of the ingredients. I'm allergic to penicillin, didn't know it till I tried it!