Friday, October 16, 2015

The Morphe Brush Situation

Hello everyone!  This isn't a post I usually put up, but with everything that's going on with Morphe Brush, I think it's important that this problem gets talked about.

The issue is that with the new 350 palette.  Well, not the palette specifically, but what's going on with the entire company because of it.  Morphe was not prepared for the huge influx of business because of the palette's popularity and as such shipping for all orders starting around September 30th has been slow to nonexistent.  There has been a lack of information for customers about what's going on as well. 

Now, let's take a step back and look at the entire situation.

The number one thing for everyone to recognize is that Morphe Brushes is not a large company by any means.  On their website, it lists a single retail store: "616 South Victory Blvd Burbank, CA 91502".  Unlike Sephora, Ulta, and other beauty retailers, this is a small business.  Small businesses do not have the luxury of giant warehouses and thousands of employees to fill orders the minute they come in.  They have their storefront and the employees that work there regularly.

A lot of people mention "hire more help then!".  This would be a good solution during the slow times.  During times like this, with tons of orders backed up, it really is best to put all hands on deck and focus on getting orders out as they can.  By pulling people from orders to focus on creating ads looking for workers, sorting through applications, doing interviews, and then training, that could take more than a month if done properly.  Also, as a small business, it is imperative that you trust the workers you have to do their job without having to look over their shoulder constantly. 

There are some complaints from people who did not order the new palette and are still waiting for their own orders, but let's look at that now.  How many people thought that exact same thing? That if they didn't order the palette, and just ordered a brush set, or something else, that it would be sent in a timely matter? Probably a lot.  And so while there were tons of people who purchased the palettes, there were also tons of people who didn't purchase the palette, but instead bought something else. 

The orders are likely being sent by when they came in.  I do not know their processing schedule and so I can't say one way or the other how they are handling orders, but I'd hope they are handling it like that.  The oldest orders are being filled first, and going on from there.  Again, I don't know for sure on this point.  If this is the case, they are filling the oldest orders first and then working their way up from there. 

A lot of people are mentioning how YouTubers/Beauty people are getting PR items and they aren't getting their paid items, but there is a likely answer for that.  As a blogger myself, I do not post about items the minute I get them.  I have a schedule that I work off of, which means that I might get a product, but not post a review about it for two weeks.  The YouTubers who are getting these items are likely not putting up videos of the products as soon as they receive them.  They also have to look at the market and see when it would be a good time to post the videos to get the greatest amount of views possible.  If people see that Morphe Brushes are in super high demand, they're going to post their videos about them now, to achieve the best/highest amount of feedback possible.

To those who had paid for speedy shipping, please note: processing and shipping are two very different things.  Processing is when the time from when the order is placed, to when the order is given to USPS to send out.  Shipping is all on USPS.  So, while it may take even a few weeks to process an order, if you paid for two day shipping, you will still likely get it.  Shipping is not on Morphe, processing is. 

To those complaining about their posting on social media, please remember that good businesses have separate people in separate departments.  There is likely one or two people who are in their social media department, who are paid to post pictures and articles.  That is what their job is. 

However, there are some criticisms of Morphe that are very valid.  All we can hope for as beauty lovers is that Morphe learns from this situation and develops their company based on it.

The absolute number one thing that Morphe should have done differently is informed ALL customers of delays they have in processing.  This should not be done solely on social media, as not everyone has Morphe on their social media accounts.  It should have been sent via email to everyone it affected. 

Customer Service is ALWAYS number one, for any business out there. If you do not have happy customers, you do not have sales. It's as simple as that. While the age old saying "The customer is always right" makes those of us in retail ridiculously mad every time we hear it, it has some amount of truth.  Customers pay bills, and customers put money in our pockets.  It is imperative that the customers are treated well.  This means that answering emails and phone calls becomes incredibly important.  With their mentioning to direct issues to customer service, they must know that people will do just that.  I doubt there are many people in their C.S. department who can take all the calls and answer all the emails, but they should have adjusted their staffing to include more team members in the C.S. department to help manage the influx of questions and complaints.

I cannot answer as to why Morphe has taken the money out of accounts without having processed the order, but I would just suggest trusting the company in making the right decisions.  They're likely putting it all towards paying their employees for the extra hours they're putting into getting orders out.  Again, I don't work there or know how they are delegating their employees, so I can't give exact answers, I can just give speculation for this.

I sincerely hope that Morphe learns a bit about running their business better from this entire situation, because from what I can tell they really are a diamond in the rough, they just need to work their way out of the rough a little more.  All businesses have made mistakes in the past. I'm willing to bet that when the larger companies were the same size as Morphe, they had their own struggles similar to this. 

I was not paid by Morphe to write this article, and I do not gain any benefit from it other than knowing that the entire story is being put out there with as little bias as possible. Let's all remember to be kind to each other no matter which side you're on, or what you believe!

Hugs and Kisses,
The Cornfed Princess

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