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Shocked at Customer Service after almost 40 Years of Patronage

Dear Sir or Madam: After what is likely almost 40 years of patronage, if I recall correctly, I am shocked at how I was treated by a customer service representative. It should be evident that after this amount of time, I have a great deal of experience and perhaps even expertise when it comes to your products. Over all those years, never have I had an issue with a sprayer. The outcome of the call seemed to be to somehow blame me as a customer because I had stored the product away and didn't realize I had it since I have always purchased quite a bit of product at one time. I will say that I have re-used bottles many, many times over the course of several decades due to purchasing tremendous amounts of product that have to be transferred into smaller John Paul Mitchell containers, etc. I know how to handle the product, assess it if it is off or old (never has that happened, I have never observed product changing in any detectable way whatsoever), how to maintain and clean any apparatus to prevent clogging, etc. Obviously I am well-versed in keeping products in working order all this time, after what is probably almost 40 years. When I have in the past contacted the Derma-E company and also Chlorox for faulty sprayers, never was I "harrassed" by a representative who hoped to blame the issue on me. They simply sent me a new sprayer so I could utilize the product efficiently and completely, rather than to dispose of product due to a faulty sprayer. It seems to me that the goal with JPM is to have the customer dispose of the product and purchase more? However, after all this time, I will be trying to find another brand to switch to, and consulting two very good friends who are stylists who can help me with another alternate product line. I was nearly made to feel like a criminal for calling once in almost 40 years to ask for help. It was inferred that I was to blame for using older product, which I have done for the entire time I have been a customer since again, I have almost always purchased in large quantities! The representative was not interested in hearing the nature of the issue, only being able to conclude it was my fault somehow and get me off the phone. I am so disappointed after my loyalty to your brand, when there are so many others to choose from. I could even have been sent simply the red sprayer tip which does not come back up as all the other JPM sprayers have for the last probably 40 years ... that perhaps could have been sent in a regular white envelope that a letter fits in and cost the company a matter of cents to keep a dedicated customer. I am so disappointed that saving a matter of cents was more important than listening to the facts surrounding the issue. But at least now I know JPM will save a few cents and blame a customer, rather than to keep someone who has spent thousands. I do want to warn others that the one time there will be an issue, JPM will not be there for them in the slightest and make them feel guilty of some sort of offense. I want other customers to know their patronage is not appreciated. I feel disappointed to write these words of consternation, it shouldn't be necessary. But alas, companies like Derma-E and Chlorox know it is a simple matter and very inexpensive to keep a customer for many years to come, and to keep other customers who are glad to hear of a good company that wants to keep customers. Sadly, JPM is not one of them. Sincerely, Diane Boyer

User's recommendation: Do not expect the company to stand behind anything, they are more concerned to save a small amount than a relationship with a dedicated customer of almost 40 years.

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#4220549 Review #4220549 is a subjective opinion of poster.
Southfield, Michigan

Never heard back about my concerns