I <3 My Mascara

Know what’s great? When customer service really works. I sent the following email to L’Oréal yesterday.

Hi. I used to be a big fan of your Feather Lash Mascara (waterproof). Trying to find the right kind of mascara for me is like trying to find a new pair of jeans. It drives me crazy. I have been brand and product faithful for over 3 years. I can’t find Feather Lash anywhere and see that you are not carrying it on your website. I would love a thoughtful and intelligent answer to the following question:

What current product is similar to the formula and brush that comprised Feather Lash?

I have tried your new Double Extend mascara and while I do like the length I achieve and brush, I’m disappointed that I can’t crimp (use an eyelash curler on) my lashes after I’ve done both steps. The lashes are so synthetically changed; it’s like they are ‘set’ and won’t bend (kind of in a plastic weird way). And then the removal process, when I wash my face or go swimming), it’s just strange the way they come off. I don’t know if I can adjust to that. They are just too different for me, I think. But I’ll re-emphasize that I do like the length it created and the brush.

What’s a girl to do when you cancel her favorite product? Please help.

I wrote this with very low expectations of getting anything other than an auto generated return email. Strangely enough, I got what I asked for: a thoughtful and intelligent answer! The rep (Inez, Consumer Affairs Supervisor) apologized, expressed understanding of my feelings, and offered a different product for me to try. Bonus points would have been to forward me a coupon, but low expectations were set as to not be disappointed. She suggested the Bare Naturale Mascara btw. So thank you L’Oréal for not sucking. (However, your site navigation is not friendly.)

Are you brand loyal? Do you feel as deeply connected to your mascara as I do? It’s essential for me. It’s mascara, blush and eye brow color and out the door these days. You’ve gotta work with ya got and that’s about all the time I have.

It’s funny the other day I went to an impromptu playdate at a friend’s house. I felt like it would be okay being face-naked around her (she teased me once for having lipstick on while being at home with the kids…what can I say I had chapped lips and the tube was close!). But what I thought would be just us turned into a Mommy & Me Happy Hour (which was great and a lot of fun!). Ug, I got over being face-naked since most of the gals there were too.

Maybe it’s that I grew up in Texas. Maybe I am vain. Maybe I’m neurotic. I don’t know, but it’s this kind of thing that makes me laugh about myself and shake my head. It’s a part of who I am. Forgive me, raise your glass and laugh with me.