Friday, 9 September 2011

Julep Maven Program Update

I received my first Julep Maven box!

If you haven't already stumbled upon the controversy surrounding the Julep Maven program (a lot of polish bloggers have already covered this issue) I will quickly recap. The Maven program is very new - the box I received was the first ever box sent out. Julep offered a referral program, so everyone that you earned a $15 credit for everyone that signed up to be a Maven using your link. This sounded like a very generous, too good to be true kind of program! Well, it turns out that Julep wasn't able to keep track of how many people signed up using your specific link, meaning that people weren't getting there credits. They had been aware of this problem for a while, and hadn't addressed it until much later.
But, I feel that Julep has since rectified this issue in a very professional and kind manner. I received an e-mail full of regret and sincere apology. Here is what I received:


First, I want to thank you for being one of the first people to sign up for Julep Maven. I truly appreciate your excitement and I personally promise you that we will work hard every month to continue to delight you.

I am writing to alert you to a technical problem we discovered in our online referral program. If you signed up for our referral program between August 1st and August 23rd, data was not transmitted correctly from your referral code. As soon as we discovered the problem we made changes to the link. For the past week, since the 23rd, we have been actively working on recovering the missing referral data; unfortunately, I learned conclusively last night that we are not able to do so. (Please note: if you signed up for the referral program August 24th or later, your referral credits are working correctly.)

I am pained (really physically!) by this error because I genuinely value the gift of trust you make when you refer Julep. Throughout Julep’s 4 year history, I have always said that word of mouth and the girlfriends referral is the most exciting way to grow. I am truly very sorry and apologize for this error.

Here are the steps we are taking to show our commitment to rectifying this situation:
  • First, if you are receiving this email from Julep directly, we will be treating you to your October Maven Box on us free of charge. (This is for ALL Mavens who enrolled in the Maven program prior to August 24th).
  • Second, if you feel that you have referred more than 1 person, please email us at maven@julep.com or call us at (877) 651-3292 by September 15, 2011, indicating the number of people you have referred and we will work with you directly. With the long holiday weekend approaching, please give us two business days to respond as we want to be sure to give each individual Maven the care she deserves.
And if you previously signed up for the referral program before August 24, please re-sign up athttp://www.julep.com/share.htm. Again, we thank you for your patience and can assure you the technical problem has been resolved with this new link.

As always, if you have any questions, please email us at maven@julep.com or call us at (877) 651-3292.  Or please email me directly at janep@julep.com.  I would love to hear from you and welcome any ideas for how we can do better.

So, I feel that Julep has handled this situation greatly. They are a very new company, and were probably not expecting this program to take of as rapidly as it has. I will continue to receive the Maven boxes, and this little bump in the road will not affect my decision about the company or program. 

What do you think about this situation? Will you cancel your Maven subscription or will you continue to subscribe?
If you signed up for the Maven program using my personalized link, please leave me your name so that I can pass this information along to Julep to get my credits. 
I will be sure to share swatches of the colours I received in my August box in the days to follow :)

3 comments:

  1. I think that's a fabulous way to handle the situation. I'm kinda bummed that I signed up after August 24th, lol!

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  3. I'm glad they sent out this email, I think everyone just freaked out to quickly and barely gave them time to resolve the issue! I'm really loving this subscription and I hope everyone that may have canceled gives them a second chance!

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Thank you so much for your lovely comments, I love each and every one! I reply to all comments, but if you need a quicker response tweet me @BeyondBlush11 or email me (beyondblush@hotmail.com).

Laura