Dermalogica 'Mystery shopper'

[LJR Beauty]

I am quite upset :sad: and was wondering if any fellow business owners might be able to reassure me on this...

I opened an account with dermalogica on monday of last week, got my products on thursday and have had my retail products on display for 2 days.
To set the scene, there is another dermalogica stockist 5minutes down the road and I live in a very upmarket area so theres plenty of clients with disposable income for the beauty industry making it a great location for my business which is within a hair salon.

One of my regular clients said that whilst in the waiting area, she saw an older lady and a young lady taking a picture of my display on a mobile phone both wearing brown tunics... 5 minutes later the guy I rent treatment rooms from gets an abusive phone call saying that she is a mystery shopper for dermalogica and has noticed that i am not an official stockist therefore is giving him 24 hours to take all dermalogica associated products off the premises or she will be coming down to remove it all herself.
She said she was sent by head office in leicester and that we will be sorry if we dont get rid. she was unbelievably rude to him and he got off the phone shaking with anger (bearing in mind a fully booked hair salon heard all whilst he was on the reception phone). He's really angry about it which is understandable and I'm really worried about it incase she does come down and take my stock.

Obviously I shouldnt worry because I know Ive done everything right and purchased all my stock from dermalogica themselves etc so why would a 'mystery shopper' come by?

I dont want to point the finger but by putting two and two together I cant help but assume its a very jealous and threatened dermalogica stockist down the road as it was coincidential they walked passed and took pictures 5 mins before the call?

Also, isnt dermalogicas head office in leatherhead, Surrey? and why would they send someone down on a saturday when head office is closed? Im pretty confident dermalogica wouldnt deal with a fake stockist in this manner anyway. But Im worried the other salon will tell people not to buy from me as im not an official stockist, I wouldnt put it passed them!

Im going to call my area rep first thing in the morning but its been on my mind all night and day.

What would you do? Am I wrong to assume this? I've never once talked badly of any other salon and if anything, I recommend my clients to other salons for the things I dont offer like laser etc and this is what I get in return! Ive been very successful in my first year of business and fortunately dont have to charge the earth like my competitors as i only rent 2 rooms, so i cant help but assume its a case of jealousy. but still, its unacceptable.

Thanks for reading this, any thoughts or advice would be very welcome!

Lauren :hug:

 

[persianista]

You are totally right. Firstly the head office is Leatherhead, 2nd you are an account holder. They will be dismayed that this has happened.

Dermalogica is a reputable company, and doesn't behave in this way. You obviosly spooked yourr competitor

 

[Urban Geek]

Dermalogica products are used in schools and I sure can't see them going out of there wayto act in such a hostile manner.

The secret shoppers are probably competition that are not worth worryinbg about. If they have time to go to such lengths as to upset you, they can't have many clients.

Call Dermalogica in the morning and I am sure they will reassure you.

Big hugs xxx

 

[tillymay]

from what i can remembr .... you never just get a mistery shopper you request one for them to review your company and they would write not call you thats how it usded to be any way xx

 

[mrs o]

Did he get her name? Nobody official phones without giving their name and title.

Furthermore if it was Dermalogica(which i bet it was not!) they would ask to speak to YOU,not the Rececptionist/Manager.

Its also unlikely that they would contact you on a Saturday(salons too busy etc).

Also Brown uniforms????

What is it that you are afraid of?
You are a legitimate stockist-phone Dermalogica first thing and complain loudly,about someone representing themself as Dermalogica doing this.

If it was me I would insist that they investigate this/these people.
Tell them your suspicions and say possibly they may be on the security video that your salon has(ha ha).
You have nothing to worry about.

 

[natashajgordon]

Hya,

Brands don't usually have mystery shoppers, its salons that usually employ to shop their staff. I know as I run a mystery shopping company.

The other salon seem like trouble makers. Keep notes of this including dates and times and also if you hear they have said anything to anyone implying you are selling fakes.

A little letter warning them about slander might put a stop to it, nip it in the bud or they could try other things.

How unprofessional of them.

Natasha

 

[SARAH-JANERICH]

Hi

I wouldn't worry about it. Speak to your rep about it and see if they can look into it for you. After all it doesn't make their company look very good and it could put people off stocking their product so its in their best interest.
Tell your staff that if they get another call like that again just to say you are an official stockist and if they don't like it to call their head office directly in Leatherhead when they are open Mon-Friday.
I can understand it is annoying if another salon takes on the same product range in the same area but thats an issue they need to discuss with Dermalogica not you. If it is them that called you.

Maybe you should call their salon and speak to the owner or manager and just say that you also stock Dermalogica and you had this mystery phone call, ask if they've recieved one too and if not just say "I thought i'd warn you just incase you or your staff get abusive messages." Say you've reported it to the company who are now investigating it. That should get them off your case haha!

Good Luck

x

 

[allyballybee]

This is laughable hun. No way dermalogica would do this, your an offical stockist, so why would they need to?
A couple of idiots if you ask me.

 

[Beautification]

For a start...don't do anything just be careful.

contact the person e.g the number that rang you saying you've contact a lawyer about sueing them as they've wondered into your salon and taken photo's without your permission!

 

[LJR Beauty]

I spoke to head office and my area rep and both were very disgusted and shocked at this womans behaviour and have reassured me that they are dealing with her accordingly so thats a relief!

I was just really shocked I think, my main concern was that she would come in and cause a scene infront of clients and the hair salon that i work within. Ive since heard some horendous stories about this ladys behaviour so it doesnt suprise me that she behaved that way.

Ive just carried on as normal, I havent said a bad word about her or her business and I will continue to carry on that way!

thanks for all the replies, hopefully ive heard the last of her!

 

[shedunlop]

One of my best friends is a mystery shopper and has been for the last 15 years. She told me that a mystery shopper will never identify themselves to anyone other than the person/company who pay them. They are usually employed by a market research company who in turn are employed by the client. They will do their shop, purchasing something in the process and then report back their findings to their employer. At no point do they identify themselves or have any contact with the premises they are visiting.

Do not worry about this, it is appalling that someone has done this but it looks like you have a very unhappy competitor!

 

[Beautification]

Glad you managed to sort of sort it out lol, Atleast you know if she does come back and take your stock she's breaking the law..get some of those special pens that u write ur address on with so knowone can c it but the coppers just incase so then if someone finds some dermologica stashes at her property and urs has gone they can check it LOL extreme measures it think LOL

 

[SARAH-JANERICH]

Was it definately her? Did she admit it?

x

 

[Velveteen]

What would I do?
I'd have a good laugh.
Someone is winding you up.