Part of the reason I order online is because I can always get samples to try out before deciding on a full priced item. I was excited for the samples I was supposed to get with my order this time but none of them showed up? I frequently order online and paid for flash shipping because of that. If this is going to be a thing that's going to keep happening there's no point to ordering online for me
Every time I try to clock on my basket or my past orders I get the following message: Bad Request Your browser sent a request that this server could not understand. Size of a request header field exceeds server limit. Cookie /n Apache Server at *.sephora.com Port 443
This is my experience and I hope this post is not deleted and if so hopefully some will have read this. My only hope is that "someone" in "corporate" will read this. I bought the Becca JH eye pallet in store 1 to 2 days before it was pulled. I spent over $200 on that one trip. I have called Sephora, Store, emailed "client services", and struggled for an answer from StephanieBT on this forum. I live 30 miles from my closest Sephora and online they were making the returns without having to send the pallet back. I did not feel I should have to drive 30 miles to return a product they pulled because it was "Sephora's Policy". In dealing with this for over 9 days I have never received so many automated and vague answers from a company before. I have worked retail so i very rarely complain, but this was a unique situation. It was not my fault. Basically all the answers from everyone were "sorry this is policy. Is there anything else we can help you with?. My emails were returned only after I posted on this forum. They were all signed "client services". I was given a number to call which was the original number I called when I began this process. In my dealings with StephanieBT after struggling to get a reply from my first post i reposted our conversation. I was accused of spamming by StephanieBT. I am 52 years old and I don't even know how to spam lol. After she removed the thread, and we replied back and forth a few times, I was nice but told her I was dissatisfied and asked for her supervisors email. The response was the email to "client services". By this point it was almost becoming comical because she was aware I had emailed them numerous times. It is not an actual person. So no I was never given a supervisors email. Unfortunately I understand how "corporate" works. They want their employees to give vague answers on policy and hope the customer will go away and I am sure they do not want their employees forwarding things like this to corporate. THERE IS ALWAYS SOMEONE IN CORPORATE THAT CAN HANDLE UNIQUE SITUATIONS. I was dissatisfied that I as a customer had to drive 30 miles when online they were not asked to return the pallet to keep them from being inconvenienced but because I had bought in store I had to drive 30 miles. I have emailed becca about this issue and advised them they should also do launches with Ulta. I received a prompt reply with promises to send me a token of their appreciation. After dealing with this for 9 days I drove the 30 miles to return my pallet and another item i had purchased just because i was irritable at sephora. I also need to add that when I made my original purchase I bought 2 of the hourglass powders and when I got to the car checked the merchandise and one of the powders was broken. So i returned both never having bought these powders a little concerned about how they would hold up but I chose to keep one to try. The color I wanted to keep was the one that was broken. I also used my ViB 10% on this purchase. So on my receipt it stated return/exchange. Didn't look at the receipt again until I went back to make the eyeshadow pallet return and the powder showed returned for the amount with the 10% but for the exchange I was charged full price. The store manager did make it right, but had I not noticed there would have been a circumstance that I would have been taken advantage of. I'm sure the computers are set up that way.There are other outlets to buy these products. I finally went online and was surprised there were so many forums that related to bad customer service regarding Sephora. A lot of the complaints were that their posts were deleted from Sephora's website. Which i did have that done by Stephanie BT. I did not post on these sites as this is not my goal. My goal was to be acknowledged by someone who understood the situation. They make you feel you are special once you reach VIB and VIB Rouge. It is all a marketing tool. I am VIB and not far away from being VIB Rouge. No one was outright rude except for StephanieBT to accuse me of spamming when all I wanted was a reply. Thanks for reading and hoping if any of you ladies have a problem it is taken care of in a more personal manner.
Just some feedback - I went to the Sephora Store in King of Prussia yesterday to get new foundation. When I went in I was approached by a saleswoman who had on a Sephora/Lancome branded apron (there seemed to be a promotional Lancome event going on - there was a sign in the front of the store and lots of small signs around promoting a Lancome lipstick). She asked if she could help me and I told her I was looking for a full coverage foundation to help hide my melasma and that I was looking at CoverFX, Tarte, and KatVon D because I wanted a cruelty-free brand. She immediately walked me over to the Lancome aisle and began telling me why the Lancome foundation was really the best option. I let her do her pitch and then again told her I preferred the cruelty-free options, but I was willing to try them all. We sat down and she then began telling me why I needed to buy a brightening serum for my melasma. I had already told her earlier that I see a dermatologist, have chemical peels, use retin-A, and have even had light therapy - and the melasma still is there. I was at Sephora because this had not worked and I simply wanted foundation to help cover. I told her that in my case, I doubted it would work when light therapy didn't even help. She started to argue with me. I just let it go and she then put on the foundation. She then said, look how much better it looks! When I looked in the mirror, I could see a clear difference in color between my face and my neck. I told her it looked orange and that it actually made the melasma darker. She said, "Yeah, I can see how you might say that." And....she just sat there. So, I asked AGAIN if I could try the cruelty-free CoverFX and Tarte. I just wanted to know my shades. She began packing up her Lancome products and said "Sure, I'll get someone else to help you with that." Another employee then came over and was very helpful and respectful of what I was looking for. I was unable to purchase what I tried on because they were out of it, but she gave me a good sized sample to take home until I could purchase. The whole experience left a bad taste in my mouth. I come to Sephora because of the wide variety of brands and because you offer a variety of cruelty-free/vegan options. I felt as though the first salesgirl was there to pitch Lancome - and that goal came before serving me as a customer. When I saw her with another customer, she was again using all of the Lancome products. Just not a good experience.
Hi, i placed an order under the wrong address and need the address to be changed asap. I already contacted emailed sephora but they have not gotten back to me yet. One of my order says that it already had shipped but I also still have a few more order where I'm trying to change the shipping address before it gets shipped out. Please help!
Hello, I made two separate purchases in my local Sephora store today and neither purchase is showing up on my purchase history or in my Beauty Insider points. Is there any way this can be fixed? Thank you. Grace
I was wondering if anyone could help me with my beauty insider account. I am a VIB and have points from shopping in store but my online account says I have 0. How do I get my points and status to show up online?
hi i just ordered many items and it says that the order is unsuccessful authorization.... the money had gone out my bank straight away which i find very odd, i'd like to know why my order was not successful as the payment has gone out in full.
Hello I order a jaclyn champagne palette collection more than a week ago and I have not heard anything from it I looked up on my order list in your Sephora website and the status says unsuccessful authorisation. I have checked my details and my bank account details are Correct and my money has also been taken out from my bank account. I also emailed the customer services and I havent got any reply from them. I hope someone can help me
I've just placed an order to be shipped to the hotel I'm staying at, but got a cancellation email 10 minutes later. " For your own security and protection, we have cancelled your order # because we were unable to confirm your payment information. We have included the order information below so that you can review the details of your order."
I can even see the pre-auth payment for this order on my credit card account, which means there are no issues with my card. Could someone look into this please? Thanks.
I know this is going to sound just terrible, but I was wondering if a receipt dated 8/6/2014 was just way too long to return an item. I was moving that year, and lost a couple of boxes. A few were found recently and I found 3 lipsticks, that haven't been used at all, and their receipts. The back of the receipts doesn't have a policy on it, except you would be refunded with original payment. These were originally going to be gifts that year, but obviously that didn't work out. Please don't judge me too harshly, but please let me know if you think I should just cut my lose and move on, or give it a try. The girls at my store aren't very nice, and they would probably give me the death stare for even trying. They total about $70 all together. I don't mean to sound like a terrible person.
I finally got off the Play waitlist so I finished making my online account. I realized that it's not linked to my Beauty Insider card. Can someone help me merge the 2? I don't want to miss out on points. Thank you!
Good day! I went to my local Sephora store last weekend and the cashier took my email as usual, but seems like it didn't work because I just checked my account and my points aren't showing. I still have my receipt and the real total is shown on it. Is there a way to update my account online? Thanks!
I know I am one of many, but an a mod help me figure out why I am not getting emails with promo codes? I'm really frustrated because I see the codes posted on this board, but I have to search and I often miss out. Thank you! Erica
Hi i recently placed an order and chose my samples, this is the first time ive ordered from the site and luck would have it i received the wrong samples entirely. I have been looking for a new perfume and was hoping to try the Dior J'adore, Dior SAUVAGE, and the DEREK LAM 10 CROSBY Rain Day. unfortunately all i received was a bronzing cream which i don't need because of my skin tone, a lotion, and a facial mask.. It would have been nice to receive the correct order. I just don't want to have to drive the half hour it takes me to get to the store at the mall. Anything you can do to help me? or am i stuck with samples i will not use?
Has anyone ever had delivery issues with ontrac? They were suppose to deliver three packages, status is changed to deliver, I called Sephora and said that they were going to open up an investigation? Any advice? Suggestions? Experience?