Giovanni and Planetshoes

[amolibertas]

So back in September I sent my first "questions and Concerns Email" to Giovanni Hair Products. I placed a sample here on veganpeople and I said I would follow up when I got a reply and post it on here.

link to that sample email:
http://community.livejournal.com/veganpeople/3789967.html

Comments

[wefoughtharder]

Uh, Giovanni stuff is vegan - pretty sure that's been common knowledge for years. Their customer service department might have been a little put off by your questions because they were so suspicious sounding, so they are either a) taking their time to figure out a way to word everything so that its satisfactory to you b) ignoring you because they don't want to write a book in response to your email. A better, quicker way to ask would have been "Are Giovanni products completely free of animal ingredients, including any byproducts that could be derived from dairy, egg, honey, animal fat, or any other animal source? Does Giovanni engage in animal testing at any stage of production or buy ingredients from companies that test on animals? Could you tell me more about your company policy in regards to organic certification and sustainability?"

you could have left out the part where you said "If I find the answers to these questions satisfactory, I will continue purchasing your product". It sound a little ultimatum-ey, like "answer me in the specific way that I want you to OR ELSE I'LL NEVER BUY GIOVANNI AGAIIIINNNNN!" And honestly, they are a big enough company and make enough money that if they don't have time to bow down to people who come off as being nitpicky and holier-than-thou and "you WILL tell me what I want to hear, exactly how I want to hear it" sounding, they won't do it. Your questions are valid, but if this is the way you are going to be writing your letters to companies, you can expect to get fewer responses. I suggest tailoring your letter-writing/inquiry technique to sound a bit more friendly. Your letter has the tone of a complaint, not a question - that's the tone you use when a company has done you wrong, not when you are asking them the favor of giving you information.

You could always write Vegan Essentials, A Different Daisy, Cosmo's Vegan Shoppe, or Alternative Outfitters and ask them what information they have - All are vegan retailers with a trusted reputation and commitment to selling only 100% vegan items, and they all sell Giovanni products.

[amolibertas]

I can't assume they were put off by my questions- I find it absurd to put such an emotion into the mix. They are a medium-large company. They should have a customer service department capable of answering my questions. And it's not like I didn't give them ample time to come up with one. (nearly 5 months)

If they are 100% vegan then they should have replied immediately with that answer. I expect that sort of confidence from someone who is selling to that sort of niche. I don't think I worded my email in a complaint sort of way-I'm relatively sure I was clear and professional and never aimed for sounding threatening. I stated that I was already a customer-- wanted to continue BEING a customer- if they would so kindly clear up some questions for me.

Formal? Definitely.
Threatening, dramatic, and suspicious? Unlikely to most.

[wefoughtharder]

As someone who is almost always very formal, frank, and to the point in my writing, I can tell you from experience that 80% of the time people think I'm being a rude bitch, even if its not my intent. It sucks having to modify the way you communicate to be more palatable to other people, but sometimes you have to in order to get what you want. I'd say its applicable here because they are vegan and they are capable of answering your questions - but for some reason they made the choice not to do so. Either they don't care because they are assholes or they do care, but after reading your letter decided it wasn't worth putting at the top of their priority list.

I'm not excusing poor customer service, I'm just saying that you shouldn't post misleading information about a company's practices just because they didn't reply to your letter. (Referring to "you COULD assume that you can't be assured cruelty free products.")

They may be dicks but their stuff is vegan.