Eden Ashram Reviews

Dear Charlotte RiversThank you once again for your feedback. As we have said before we value all feedback but we reserve the right to respond to those who unfairly attack our brand and our business policies in the way you did and continue to do.In a sea of 5 Star independent customer reviews and Gold Customer Service Awards towards Eden Ashram, your review and claim that “customer is clearly not valued here” seems at odds and out of place with how others feel. Why is that? IS it because hundreds of other customers are all completely wrong, or perhaps your single view of our business is misjudged?Rest assured, to get the level of praise that we do towards our customer service approach takes a considerable amount of hard work and dedication, every single day by every single person in our team, so it’s particularly hurtful to read the messages and feedback you have written to us, especially in the way you have written them.We agree with you that you received a great product, that our business has exemplary green credentials and that you received your order in a speedy manner. So far so good! However, things began to go wrong when you received a thank-you message from us. You responded to that message stating that you felt we overly sexualised women in the images we had on our website. You stated that you were unhappy that (using your words exactly) “most of your models are depicted posing in their knickers”.Given the strength and tone of your email and the sensitive nature of your claims, we felt it was important to respond to you to give some context to how or why the images we have were shot the way they were.We responded to you in a calm and respectful manner and simply gave you some insight around the photo shoots we have done thus far and clarified that none of our images feature women “posing in their knickers”. We explained that as all of the shoots to date have been shot on a beach and beach house villa in Bali and that the stylist simply paired our items with the clothing that was appropriate for the location. This inevitably was cut off shorts, beach shorts or bikini bottoms. There was, and would never be, a ‘plan’ to sexualise a shoot in any way.We continued saying that “We market our clothes to women, for women. We celebrate the female form. We don’t use 0 size models and we are a highly ethical company that operates at a carbon negative level (beyond carbon neutral). Rest assured our credentials and motives in business are both women and earth positive... 100% of the time. We are not sexualising women. We celebrate women.”We finished the message to you saying “Once again, we thank you for taking the time to provide feedback and I hope I have been able to give some context to the images and why they were shot the way they were. Thanks again for your support.” To which you responded: “If you value my feedback, just accept it”!When we asked if you felt we shouldn’t respond to you, you then replied: “There’s heaps of training and free learning available around handling feedback especially around gender and inclusivity themes. There’s no need to respond to this one.”Again, your response to us was short and aggressive. Why?We do not understand how our business, products or customer service team needed training around ‘gender and inclusivity’. How is this relevant to our website or your interaction with our customer service team? These are your thoughts and your thoughts alone.Several days later you have continued with your attacks and unsubstantiated claims by leaving our business a 1 Star review! Looking back through our interactions with you we are all unsure as to how or what we could have done better to deal with your complaint. We felt we handled it in an appropriate and considerate manner, listening to your issues and responding in a sensitive, fair and balanced way, but you shut us down each time with your responses claiming we were defensive.We’re sorry you continue to feel that Eden Ashram is a company that does not value women or its female customers, however I can assure you 100%, that this is not the case, and we will continue to offer all our customers the very best customer service available from any brand or retailer, and champion women in everything we do.Regards Eden Ashram Team