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Foundation match help
Reginald Paucek
insider tier
handled by
Faith Hilll
100
AI scored
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Reginald Paucek
Aug 5, 2025, 2:00 PM
M1
Got my Charlotte Tilbury Magic Cream — but it's actually the eye cream, not the face cream I ordered. They were stocked next to each other I'm guessing.
Faith Hilll
Aug 5, 2025, 4:32 PM
M2
Yikes, I'm sorry about that! Don't worry about sending the wrong one back — keep it as a gift or share with a friend. The correct shade is going out right now.
Resolution Quality
Communication
Empathy
Reginald Paucek
Aug 5, 2025, 5:21 PM
M3
Sounds good — really want to use Pillow Talk for an event next weekend.
Faith Hilll
Aug 5, 2025, 6:10 PM
M4
Oh no, I'm so sorry for the shade mix-up! Sounds like a pick error at the warehouse. Could you confirm the shade name on the label vs. the bottle? I'll send the correct one out today.
Communication
Process & Ownership
Faith Hilll
Aug 5, 2025, 6:59 PM
M5
All taken care of. The right shade plus a few skincare samples are on the way. Sorry again — and thank you for being so easy to work with.
Resolution Quality
End of conversation