The brand issued an apology statement yesterday (below), reacting quickly and decisively, in stark contrast to the reaction of Dolce & Gabbana after a somewhat similar incident a year ago.
The tempest in a teacup started when the Hong Kong customer used Facebook to complain about the experience, which reportedly took place at the brand's store in Mong Kok. Her post sparked a rage-filled discussion and led to the Apple Daily picking up the story.
A spokesperson for Laneige Hong Kong told Campaign Asia-Pacific that the company values every customer's opinion, and that the company will enhance its customer-service training.
The customer who posted the negative statement has already removed the message from Facebook, but nevertheless it continues to be widely circulated.
The customer had wanted a Christmas gift pack, which was available to Laneige Hong Kong members from early November 2012 to 2 January. Whether some packs were set aside for mainland customers remains unclear.
The spokersperson said that whether the case is factual or not, the brand hopes to take it as a lesson. The brand also has weekly customer-satisfaction surveys to reinforce its customer service quality.
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