Navigation is a little crazy but incentives and customer service make up for it.
Written: Sep 05 '06
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Since I have used and reviewed so many Philosophy products, I thought I would review the website. I don't get all my products on Philosophy.com but, lately, I have been taking advantage of their specials and free gifts with purchase offers.
I find that the site is easy to use if you know what you are looking for and don't need long descriptions. Navigation could be much cleaner and simpler but, other than that, the service is fantastic.
What the Site Sells
Philosophy.com sells Philosophy skin care, bath and body, and cosmetic products. Most - but not all - the products they sell can be found on this site.
Navigation
The site, like almost all of their skin care product packaging, is black and white with some girly pastels thrown in.
Simple to the point of confusing at times is the theme at Philosophy. You can browse through their categories: Skincare, Bath & Fragrance, Hair, Makeup, Gifts, and What's New. You can also search for a specific product or keyword.
You will see three random products below your selection and clicking on one will take you to that product's description with three more random products below it. This is an effective upsell technique as I have often ended up buying things I saw under the product I was looking at.
Photos are decent but some descriptions are fairly scant. You really should know what you want when you go to the site because you can get somewhat confused when shopping the skincare products area. They concentrate more on philosophical sayings and short, bulleted descriptions than on full in-depth information on the products.
Now would be a good time to tell you to sign up for their Member Rewards Program. On the right side of site, you will see a few boxes. One is to visit their customer care area, the other is to find an event near you, and the last is to sign up for the Member Rewards Program. This costs nothing and only asks for your usual info and a few skin care questions. You will pick a password and then will be eligible for members only promotions, gifts with purchases, discounts, your choice of samples with a purchase, and newsletters. You will also be offered a free gift during your birthday month. The offers have been getting better lately and I have gotten free shipping plus many free gifts when I ordered on the site. You will also be able to keep a wish list as a member.
Back to shopping. When you find a product you would like, add it to your cart. When you are done shopping, if you are a member, check the link at the top that says "My Rewards".You can only see this if you are a logged in as a member. There, you will see all off the free gifts or offers that are available to you. Sometimes you can combine offers, other times you need to choose which offer you want.
If you have a promotional code, usually obtained from a member mailer, enter that.
You will then be taken to an area to choose one of three samples offered. Click on the one you want and finally, you get to your cart. You can always check the contents at any time by clicking on the shopping bag as well.
Standard shipping is $4.00 per order in the US and free for orders over $75.00. You can choose an expedited shipping method for a higher charge.
If all looks well, new members will fill in their names and addresses, members will have theirs saved.
They accept all major credit cards online or you can call in your order. However, some offers online do not apply by phone so beware of that. I have never been denied a special offer if I called in an order. I just tell the customer service rep what the offer is and they add it in for me.
Your order number will appear and you will receive a confirmation number. You will also receive an email detailing your order and giving you an order number. When the order ships, you will get another email with a tracking number.
Orders arrive within a week, faster for me lately. I got my last order in three days.
All orders come in a white Philosophy box decently packed.
My Experience
I have had many experiences! Shopping on the site was a bit confusing for me when I wasn't sure what I wanted or didn't know the products well. Now, it's like second nature. I usually wait for a mailer giving me free shipping or a special free gift (I have gotten a $35.00 bottle of fragrance free with a $10.00 purchase, a big bottle of Amazing Grace Shower Gel as my free birthday gift, and many other gifts that make up for the higher prices of Philosophy products.).
I always check my member rewards after I am done shopping because some specials don't appear until you reach a certain dollar amount. I pick the offer or offers I want from the list and then I pick my sample choice.
Checkout is simple. My address is already stored so I supply my credit card number and expiry and I am done. I am not charged tax. I don't know if people in other states besides New York are or are not charged sales tax.
I get my emails and my orders quickly.
Now, about customer service. I have had nothing but positive experiences with the customer care reps. They really know their products and I feel confident that they will give me the right advice about a certain skin care or make up product. If I need to return something, they help me to decide what to get instead and how to return my product. When I had an adverse reaction to a certain facial peel, they paid for me to return the product and to send a different one to me.
Since I have 90 days to decide whether I want to keep any product, I don't worry too much about buying the wrong thing.
The one thing I don't like is that they don't exchange. If you want to return a product, you can, but you must rebuy the right product. Not a huge deal but a bit of a hassle since I may have to pay shipping on the new product I am essentially exchanging. Usually I can work that out with their reps and get what I want in a way that satisfies me.
I really have no complaints about this site. Yeah, it's a little confusing to navigate for the newcomer but, other than that, I have had excellent experiences with the site from the special offers to the customer care reps who have taken plenty of time with me to determine what would work best for my skin.
Shipping and Returns
Shipping in the US is a flat $4.00 or orders under $75.00 and free for orders over $75.00. There is also expedited and international shipping. A chart can be found on the site outlining those charges.
You can return any product within a 90 day period. That is an excellent returns policy. I mean, three months? No skin care site that I know of allows returns after a 30 day period.
You will need to pay for most returns. If you call and have an adverse reaction to product or some other problem, they will pay for you to return the product and help you find one that is better suited to your skin. Alternatively, you can just return the product for a refund.
One caveat is that if you get a gift with purchase that requires a certain dollar amount to be spent, you will have to return the gift unless you rebuy enough product to bring the order back up to that minimum dollar amount.
You do need a return authorization number from customer service to return products and you get that by calling them. They do not push you into keeping a product or buying anything else. There is no hard sell or up sell when you call.
Shipping charges are nonrefundable.
Purchases made at Amazon.com can also be returned to Philosophy.com.
Contact Info
Customer Service: 1-800-568-3151
They have an online email form to submit questions or give feedback.
Address for returns:
Philosophy
Attn: Philosophy Returns
3809 E. Watkins St.
Phoenix, AZ 85034
Conclusion
I have had no problems shopping on this site. I have received lots of free gifts and samples and rarely have had to pay shipping. I like the returns policy a lot (90 days!) and customer care is very knowledgeable and knows every product inside and out. I have gotten sage advice from the reps who aren't just operators but really know their stuff.
The navigation of the site is somewhat confusing until you get used to it though and newbies may be a bit lost at first and that is a negative for Philosophy. I also wish they had an exchange policy rather than a return and rebuy one. It's a hassle and can cost you double shipping. Always call and explain your situation and see what can be done about that.
Whatever you do, don't buy on this site without being a member first! You get a discount on your first purchase plus a free gift and you will get many other offers that will save you money. In addition, you get that free birthday shower gel. You don't want to miss out on that with the prices that Philosophy charges!
Prices on the site are the same as they are everywhere else. The prices are fixed so there is no sense comparison shopping. I compare shipping, free gifts, and other incentives before I buy. Usually Philosophy.com wins out but now and then drugstore.com or another site will have a special offer and I will shop there.
I give this site 4 stars. The navigation could be better but, when I add up all the things that Philosophy does right, I have to say this site is above average for the Philosophy fanatic in all of us.
Recommended:
Yes
What product did you purchase or try to purchase? Just about everything they sell
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About the Author
Member: Patty Therre
Location: Upstate NY
Reviews written: 1951
Trusted by: 415 members
About Me: Get cash back at loads of online stores and $5 to sign up at Extrabux!
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