Call Center Management Featured Article
Estee Lauder Accused of Racism in Exchange with Makeup Customer in Korea
The viral spread of poor customer service is (or should be) at the top of every customer-facing company’s mind. Once upon a time, bad choices made by a small number of customer service reps remained largely confined to a single customer and his or her family and friends. Today, outrageous, stupid, or humorous missteps can be around the world in 80 minutes.
According to The Korea Times, cosmetic company Estee Lauder is now feeling the heat for a racist interchange with a customer in Korea after the customer purchased foundation online from a department store in Seoul. A different product from what the customer ordered arrived, with a note that read,
“The product you selected, shell-colored matte powder foundation, is of a color that gets extremely mixed reviews from our customers as it does not suit Asians. Since the color cannot be checked in person, we are instead shipping the ivory nude-colored product that fits Asians the best. If you do not find it satisfactory, we will assist you with the return process," the note concluded.
Negative comments spread rapidly on a local online community, and others relayed similar complaints about interaction, many reporting having received the same note. The presumption that all Asians had the same skin tone, or that all cosmetics in South Korea are being purchased by Asians, has embroiled the company in accusations of systemic racism in the ranks of its customer support personnel.
When approached for comment, Estee Lauder told reporters that it was taking the situation very seriously and making a formal apology to customers.
"We are taking this matter extremely seriously and we are in the process of reaching out to each consumer who received the note to personally express our sincere apologies. We are committed to strengthening our internal training as we strive to avoid this type of issue in the future," the brand's official told The Korea Times.
Edited by Maurice Nagle