A while back, I posted something about Smashbox cosmetics. I don’t use them, because they treat fat people like shit. It took a lot of courage for me to write that all out, and it was one of the few times in my life I’ve ever talked about it. Y’all, it’s brutal to talk about something that humiliates you enough it stains you for years after. But I also believe it’s important to talk about those very things, so I did it.
Now, I am not a person who leads social movements. I don’t lead anything. I’m not comfortable there, and I vastly prefer collaborative efforts. Just because I choose to boycott Smashbox cosmetics doesn’t mean anyone else has to. Would it make me happy, if they learned? Absolutely. Do I want the apology I never received? YES. But I’m not trying to rope anyone else into something—I’m just trying to tell my story.
Imagine my surprise, then, when the whole damned thing went viral. That post got huge numbers, and I’m still startled by it. As of this posting, it’s at over 1,100 views. People have been tremendously supportive, too, which is a huge relief. It’s scary to stand alone against bullies. It is vital to defy bullies, but it’s excruciating to do it solo.
Somehow, in its wanderings, that post made its way to the Smashbox Facebook page. This is what they had to say [redacted for privacy]:
I haven’t heard anything from anyone. Not a peep. Things happen, sure, but it’s been quite some time, with nothing. That tells me one thing: Smashbox cosmetics does not actually care about fixing this. They just want the bad PR to go away.
That makes me trust Smashbox even less. It makes me a great deal angrier. This is simply unacceptable behavior, from any company, but especially one that depends so heavily on customer goodwill.
Smashbox? Fix your problems. Prove that you’re making an effort. Apologize. Take some time to retrain your employees, whether they’re “celebrity makeup artists” or not. This is not an improvement. Your job is simple: when a customer makes a complaint, whether it goes viral or not, listen and then take whatever steps you can to make it better. You have wasted a silver-plattered opportunity to garner tremendously loyal clients and to help change how people perceive your industry. You obviously do not care about your business.