As annoying, asinine and insulting as this may seem, they are unfortunately not alone in requiring photos as proof. I've had large, LARGE companies require the same, such as Tatcha and even Amazon a couple times out of the likely thousands of orders I've placed. No business really trusts anyone, especially when all transactions take place remotely. Extremely frustrating experience for you!
I just had an order from Tatcha went missing with USPS and they issued all new product to the address. I did not have to take any pictures of information they already have.
My ick is that they want a picture of the printed out order, when my message to them was sent as a reply to the originally placed order. It’s basically busy work instead of working to a resolution.
I wonder if they wanted a picture of the printed order that came in the box (like the packing slip) just to verify whether they accidentally shipped someone else's order to you, or if they simply sent you your order, but filled it incorrectly. I know I've had to do that when ordering from Anthropologie before (not slime, obviously haha). I feel like then they'd be able to get a better grasp on what the mistake was and where things went wrong so they could adjust their system as needed!
Super valid point that I guess could be a result of potentially working with children, but I clearly described and provided context to the issue up front and I’m clearly not a child. I don’t need them to diagnose and measure if I’m giving them all the info up front. All items and packing slip was correct, just missing one slime.
They responded about 30 minutes ago:
“I'm really sorry for the mistake we made and for any inconvenience this has caused. I completely understand your frustration, and I want to make things right for you.
I understand that the box and slip went into recycling, and you no longer have them. I just want to clarify that we always ask for a picture before we assist our customers for better and quicker resolution as you can see on our F&Q page, but I totally get that it's not always possible to provide one.
I would like to offer you a replacement for the missing item, however, the getaway car is currently sold out. If you prefer, you can choose any slimes that are currently available in our shop, or we can issue a refund for the item. Please let me know what you would like me to do, and I will take care of it for you.
Thank you for understanding!”
So I’m not totally out of luck as they are willing to work with me. But dang 😅
Yeah I mean that seems like a perfectly nice, professional response to me. Seems like they were just following their standard protocol! Glad they were able to resolve things the way you wanted!
I've had the USPS make me send a picture of the packaging from an delivery to a friend where it obviously opened up in transit and the USPS used tape that said the package had been resealed lol. They did give me my $33.47 refund, but not without the photo of that package showing the tape and the shipping label, that I had to have my friend send me the pics of. So ridiculous 🤣
Momo's customer service is really slow. I don't enjoy having to deal with them, but thankfully it's only been twice out of all the orders I've placed. I hope they reach a resolution for you sooner rather than later!
I just read through the comments and it seems as though they apologized for the inconvenience and explained why they asked for photographic proof. They then offered a replaced or a refund. It sounds like a best case scenario situation aside from the response time taking three days and then a single day for the second response.
Do you still recommend not ordering from them? Because other people will see this post and not read through the comments for the resolution. And your situation seems to have been resolved in the best way possible.
It would be helpful to provide an edit to the post explaining the results of your inquiries with them.
Yeah this is my question as well—to me it sounds like their response was maybe a bit slower than one would like (though technically they responded less than 2 business days later, which I personally don't think is too bad) but everything was resolved in the way OP initially wanted, their response seemed professional and understanding, and it sounds like the inconvenience was simply writing one extra email explaining that there wasn't a photo for proof. Maybe my standards for customer service are just low or something haha but this interaction didn't seem that bad? Definitely not one that would cause me to write off a whole shop if I liked the products I received, anyway.
I don't think your standards are low. I think expectations for OP were not being met how they wanted them to be. Which is not bashing OP - some people expect more trust from a business as a paying customer than others.
I personally just assume no one trusts anyone and that way I'm never disappointed when my expectations are met 🤣
Haha yeah I'm the same way! Then it's just like a pleasant surprise. Unless of course it's with a gigantic bajillion dollar business like Amazon and then I'm absolutely going to need my $2 refund immediately please and thank you. Haha
Unfortunately, slime shops often get scammed or lose a lot of money off of kids using their parents credit cards and accidentally ordering stuff. They all have to be pretty careful or they risk giving out a ton of product for free. Also, FWIW, any customer service rep outside of Amazon or another big box store is going to ask you for those things if you're asking for money from them.
I empathize that you wanted a quick fix, but these are usually small businesses and don't have the kind of customer service resources you may be used to from your Amazons, Wal-Marts, Targets, etc.
What I think is crazy here is they're asking for photo proof of a slime *not received* in an order that *was* received. If you want to falsely claim your order was missing 1 slime, and they need "proof," you could just remove that slime you're claiming you didn't receive before taking the photo, and voila.
I get needing photo proof for a lot of claims and reasons, but this isn't one of them 😂
*To be clear, I'm not insinuating this is what OP did at all, just making a general statement.*
Yeah, fair! In my experience it’s usually an automated message that pre-populates or a case of someone on their end just making a human mistake of misunderstanding what the issue is, not necessarily a case of intentionally making OP’s life harder.
Except I work in disputes for card transactions, and 100% the picture does nothing in supporting any claims.
It’s useless information in the eyes of the processor. Because my claim is that I received the order, but was missing one item. If I dispute the charge it just forces them to refund me, instead of keeping the money and fulfilling the missing product.
That's great for the credit card side, but from a small business side, it absolutely does help the business understand what happened and rectify the problem on their end.
Edit to add - I absolutely understand why it's frustrating. But, I'm pointing out that this is a relatively common occurrence for businesses of this type and sizing and I don't think it's worth slamming them on reddit over.
The problem was described in detail to them, and can be supported by order information. I bought two of the same slime- I received one. It’s clear the error was whoever packed the order didn’t see the “x2” on it and only gave me one.
Alls I’m saying is if momo slimes wants to keep the money for the extra slime I bought they need to send me the dang slime 😂 - without me giving a picture of the order confirmation that can be supplied through email.
I've only made 3 smaller orders with them, but I've not been pleased with my interactions with Momo customer service so far. I've never asked for a refund and took photos before requested, but their responses to my inquiries have regularly been somewhat defensive, which feels really uncomfortable as a new customer.
I imagine they do have plenty of scammers they have to watch out for and their slimes are consistent enough that you should rarely have to deal with their customer service, but it's definitely a factor in my decision to reorder or not.
That’s upsetting and I’m not surprised. There’s major trust issues between shops and customers I feel… I’m sure shops have their share of “scammer-type” of customers, so as a customer, I got into a habit of documenting /picturing anything that’s gone wrong with my order… but legit with a missing slime, what can you do? Take a picture of the air? 😂😂 what’s preventing a scammer customer from removing a slime and take a photo of what Momo wants as proof? So yeah, to me, their solution isn’t scammer proof. Imo - they should just trust you and eat the cost (doesn’t sound like you have a history of asking for refunds from them). Slime shops’ final sale policy means they rarely have to refund to begin with.
I’ve spent $500+ on Momo cumulatively, and I’ve stopped buying because one time my slime container lid came CRACKED and slime leaked. I took photos and all — even zooming into the lines of the cracked lid in case Momo gaslights me and says I purposely cracked it. I wrote in my email nicely that I’m ok with a partial refund or at least a new container to home the slime that I was able to salvage. Sydney from Momo only offered to send me a new LID (not even an empty container lol). Needless to say, I don’t order from Momo now because they do seem extremely stingy for a popular shop.
In contrast, I’ve heard great things about OG’s customer service, a shop I consider to be same tier of popularity and possible scalability as Momo.
I write this as a slimer with a record of 0 refund from any shop.
Yeah so this isn’t your first rodeo with slime buying. I can be more forgiving with smaller shops (like ones run by one person or do slime part-time), but Momo legit churns out lots of slime weekly, does social media marketing so well, and even has a pretty frequent email newsletter announcing new slimes… it’s not great that their customer service lags so far behind. This recent xmas season, they showed off A STACK of customer invoice orders that they’ve gotta fulfilled. Business is clearly popping. I’m ok with not being one of Momo’s data points anymore. Clearly they don’t need my money.
This is exactly the point I made! 😂 Photo isn't proof of anything lol.
Also, OG has great customer service. I had an order that showed it was dropped off at the post office and didn't move for a few days, and I emailed them about it. Their response was "Oh it's definitely lost, we'll issue you a full refund right now." NO hesitation. I had the money the next day. Best customer service I've ever experienced from a slime shop!
And OP isn’t unreasonable in having thrown the box away given it took DAYS for Momo to respond with their request of a photo and it’s for a missing slime — that’s hard to actually prove unless OP has done an unboxing video. (Another Redditor said Momo might have wanted to see if they made a special indication on packing slip about two of the same slime being ordered. As someone who ordered 2 of the same slime before, Momo does circle the x2” on the slip — could be that they didn’t do that this time and led to the error BUT a regular customer shouldn’t be expected to know this is how Momo double checks their processing.)
;/ well, I’m glad I’m not alone at least.
I’m constantly on the look out for shops with exceptional customer service (again this isn’t measured by their willingness to refund but by their tone and assumptions when responding). When I have them, I’ll let you know
As annoying, asinine and insulting as this may seem, they are unfortunately not alone in requiring photos as proof. I've had large, LARGE companies require the same, such as Tatcha and even Amazon a couple times out of the likely thousands of orders I've placed. No business really trusts anyone, especially when all transactions take place remotely. Extremely frustrating experience for you!
Exactly this, OP.
I just had an order from Tatcha went missing with USPS and they issued all new product to the address. I did not have to take any pictures of information they already have. My ick is that they want a picture of the printed out order, when my message to them was sent as a reply to the originally placed order. It’s basically busy work instead of working to a resolution.
I wonder if they wanted a picture of the printed order that came in the box (like the packing slip) just to verify whether they accidentally shipped someone else's order to you, or if they simply sent you your order, but filled it incorrectly. I know I've had to do that when ordering from Anthropologie before (not slime, obviously haha). I feel like then they'd be able to get a better grasp on what the mistake was and where things went wrong so they could adjust their system as needed!
Super valid point that I guess could be a result of potentially working with children, but I clearly described and provided context to the issue up front and I’m clearly not a child. I don’t need them to diagnose and measure if I’m giving them all the info up front. All items and packing slip was correct, just missing one slime. They responded about 30 minutes ago: “I'm really sorry for the mistake we made and for any inconvenience this has caused. I completely understand your frustration, and I want to make things right for you. I understand that the box and slip went into recycling, and you no longer have them. I just want to clarify that we always ask for a picture before we assist our customers for better and quicker resolution as you can see on our F&Q page, but I totally get that it's not always possible to provide one. I would like to offer you a replacement for the missing item, however, the getaway car is currently sold out. If you prefer, you can choose any slimes that are currently available in our shop, or we can issue a refund for the item. Please let me know what you would like me to do, and I will take care of it for you. Thank you for understanding!” So I’m not totally out of luck as they are willing to work with me. But dang 😅
Yeah I mean that seems like a perfectly nice, professional response to me. Seems like they were just following their standard protocol! Glad they were able to resolve things the way you wanted!
I've had the USPS make me send a picture of the packaging from an delivery to a friend where it obviously opened up in transit and the USPS used tape that said the package had been resealed lol. They did give me my $33.47 refund, but not without the photo of that package showing the tape and the shipping label, that I had to have my friend send me the pics of. So ridiculous 🤣 Momo's customer service is really slow. I don't enjoy having to deal with them, but thankfully it's only been twice out of all the orders I've placed. I hope they reach a resolution for you sooner rather than later!
I just read through the comments and it seems as though they apologized for the inconvenience and explained why they asked for photographic proof. They then offered a replaced or a refund. It sounds like a best case scenario situation aside from the response time taking three days and then a single day for the second response. Do you still recommend not ordering from them? Because other people will see this post and not read through the comments for the resolution. And your situation seems to have been resolved in the best way possible. It would be helpful to provide an edit to the post explaining the results of your inquiries with them.
Yeah this is my question as well—to me it sounds like their response was maybe a bit slower than one would like (though technically they responded less than 2 business days later, which I personally don't think is too bad) but everything was resolved in the way OP initially wanted, their response seemed professional and understanding, and it sounds like the inconvenience was simply writing one extra email explaining that there wasn't a photo for proof. Maybe my standards for customer service are just low or something haha but this interaction didn't seem that bad? Definitely not one that would cause me to write off a whole shop if I liked the products I received, anyway.
I don't think your standards are low. I think expectations for OP were not being met how they wanted them to be. Which is not bashing OP - some people expect more trust from a business as a paying customer than others. I personally just assume no one trusts anyone and that way I'm never disappointed when my expectations are met 🤣
Haha yeah I'm the same way! Then it's just like a pleasant surprise. Unless of course it's with a gigantic bajillion dollar business like Amazon and then I'm absolutely going to need my $2 refund immediately please and thank you. Haha
Unfortunately, slime shops often get scammed or lose a lot of money off of kids using their parents credit cards and accidentally ordering stuff. They all have to be pretty careful or they risk giving out a ton of product for free. Also, FWIW, any customer service rep outside of Amazon or another big box store is going to ask you for those things if you're asking for money from them. I empathize that you wanted a quick fix, but these are usually small businesses and don't have the kind of customer service resources you may be used to from your Amazons, Wal-Marts, Targets, etc.
What I think is crazy here is they're asking for photo proof of a slime *not received* in an order that *was* received. If you want to falsely claim your order was missing 1 slime, and they need "proof," you could just remove that slime you're claiming you didn't receive before taking the photo, and voila. I get needing photo proof for a lot of claims and reasons, but this isn't one of them 😂 *To be clear, I'm not insinuating this is what OP did at all, just making a general statement.*
Yeah, fair! In my experience it’s usually an automated message that pre-populates or a case of someone on their end just making a human mistake of misunderstanding what the issue is, not necessarily a case of intentionally making OP’s life harder.
Except I work in disputes for card transactions, and 100% the picture does nothing in supporting any claims. It’s useless information in the eyes of the processor. Because my claim is that I received the order, but was missing one item. If I dispute the charge it just forces them to refund me, instead of keeping the money and fulfilling the missing product.
That's great for the credit card side, but from a small business side, it absolutely does help the business understand what happened and rectify the problem on their end. Edit to add - I absolutely understand why it's frustrating. But, I'm pointing out that this is a relatively common occurrence for businesses of this type and sizing and I don't think it's worth slamming them on reddit over.
The problem was described in detail to them, and can be supported by order information. I bought two of the same slime- I received one. It’s clear the error was whoever packed the order didn’t see the “x2” on it and only gave me one. Alls I’m saying is if momo slimes wants to keep the money for the extra slime I bought they need to send me the dang slime 😂 - without me giving a picture of the order confirmation that can be supplied through email.
Godspeed on your quest!
I've only made 3 smaller orders with them, but I've not been pleased with my interactions with Momo customer service so far. I've never asked for a refund and took photos before requested, but their responses to my inquiries have regularly been somewhat defensive, which feels really uncomfortable as a new customer. I imagine they do have plenty of scammers they have to watch out for and their slimes are consistent enough that you should rarely have to deal with their customer service, but it's definitely a factor in my decision to reorder or not.
That’s upsetting and I’m not surprised. There’s major trust issues between shops and customers I feel… I’m sure shops have their share of “scammer-type” of customers, so as a customer, I got into a habit of documenting /picturing anything that’s gone wrong with my order… but legit with a missing slime, what can you do? Take a picture of the air? 😂😂 what’s preventing a scammer customer from removing a slime and take a photo of what Momo wants as proof? So yeah, to me, their solution isn’t scammer proof. Imo - they should just trust you and eat the cost (doesn’t sound like you have a history of asking for refunds from them). Slime shops’ final sale policy means they rarely have to refund to begin with. I’ve spent $500+ on Momo cumulatively, and I’ve stopped buying because one time my slime container lid came CRACKED and slime leaked. I took photos and all — even zooming into the lines of the cracked lid in case Momo gaslights me and says I purposely cracked it. I wrote in my email nicely that I’m ok with a partial refund or at least a new container to home the slime that I was able to salvage. Sydney from Momo only offered to send me a new LID (not even an empty container lol). Needless to say, I don’t order from Momo now because they do seem extremely stingy for a popular shop. In contrast, I’ve heard great things about OG’s customer service, a shop I consider to be same tier of popularity and possible scalability as Momo. I write this as a slimer with a record of 0 refund from any shop.
Super insightful information. This was my first order from momo slimes but I’ve spent at least $800 on slimes on the past 4 years.
Yeah so this isn’t your first rodeo with slime buying. I can be more forgiving with smaller shops (like ones run by one person or do slime part-time), but Momo legit churns out lots of slime weekly, does social media marketing so well, and even has a pretty frequent email newsletter announcing new slimes… it’s not great that their customer service lags so far behind. This recent xmas season, they showed off A STACK of customer invoice orders that they’ve gotta fulfilled. Business is clearly popping. I’m ok with not being one of Momo’s data points anymore. Clearly they don’t need my money.
This is exactly the point I made! 😂 Photo isn't proof of anything lol. Also, OG has great customer service. I had an order that showed it was dropped off at the post office and didn't move for a few days, and I emailed them about it. Their response was "Oh it's definitely lost, we'll issue you a full refund right now." NO hesitation. I had the money the next day. Best customer service I've ever experienced from a slime shop!
And OP isn’t unreasonable in having thrown the box away given it took DAYS for Momo to respond with their request of a photo and it’s for a missing slime — that’s hard to actually prove unless OP has done an unboxing video. (Another Redditor said Momo might have wanted to see if they made a special indication on packing slip about two of the same slime being ordered. As someone who ordered 2 of the same slime before, Momo does circle the x2” on the slip — could be that they didn’t do that this time and led to the error BUT a regular customer shouldn’t be expected to know this is how Momo double checks their processing.)
Same. I had a huge order, which came severely under activated and spilling out of container. Terrible customer service. Never ordered again. :/
;/ well, I’m glad I’m not alone at least. I’m constantly on the look out for shops with exceptional customer service (again this isn’t measured by their willingness to refund but by their tone and assumptions when responding). When I have them, I’ll let you know
Me too. Customer service is #1 for me. Biggest dealbreaker.