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Post in Beauty Confidential

Why all the complaints?

Am I the only one who's getting a little peeved/defensive on behalf of the mod and Sephora? Maybe I'm missing all these amazing deals others are used to, in which case please enlighten me. This is not directed toward any specific person or post, just something I noticed over the past months. I'm totally fine with disagreement/discussion as long as we don't sink to personal insult or threats. Here are the issues, from what I can see:

 

Lack of information or misinformation

- I understand and agree it is absolutely silly for Sephora to hem and haw and refuse to give a straight answer for some of the events/promos until the day of in the name of competitive reasons. C'mon, we already know about some of them, and some customers who would love to take advantage of those things will have to miss them due to the last minute nature.

- But I don't understand the blame on the mods. I've had my fair share of bad ones (losing 800+ pts and have my account broken for 3+ month?) as well as good ones (shipping me the promo by itself when I forgot to add it to my order once). Most of the times when mods give us generic answers, that's because they were unable to find out the exact details or are not allowed to tell them due to Sephora's marketing, but that doesn't mean the mods are bad. Saying the mods don't respond or mods suckdoesn't solve the problem and it's misplaced blame. I mean if I'm a mod and my only two options were to not respond, or respond with a "I don't know and can't find out/tell you." and get a oh-my-gawd-I-hate-you back.....

 

Discontentment over good promos:

- I do understand the frustration of not getting what was promised for VIB/Rouge level, and I do understand the annoyance of getting emails late, or promo/perks that are manhandled so the mascara is dried etc. The email batch changes so there are times I got the email when the promo is out of stock or the event is over, and there are times when I get them first. 

- I don't understand the complaints about lack of promos or how soon they run out. Yes, the sample selections are not to your/my taste sometimes and I don't mean the chats we have about eagerly anticipating the next promo. People keep talking about the GWP at dept stores and sales/events at Ulta as if they are entitled and Sephora owe them. When I talk to ladies at brands counter in dept stores, they told me they have the 6-8 deluxe GWP twice a year, which is about the same as Sephora (VIB clutch this spring and now, as well as a 8 piece set for normal BI). What about the summer full/half size promos? this yr was full size of Origins eye cream, the yr before that was buy 3 skincare and get 1 full size free, and the 15 days of thrill. It's not fantastically better than other stores, but not worse either compare to beauty.com and ulta. As for complaints about promos running out within a couple of days, isn't that the same for most places? I've seen a couple good promos from beauty.com that runs out within half a day, and sometimes if I go instore a week after I get the GWP email they do run out. Yes, some of the things Sephora offers are worse than previous years, but others are much better than previous years (hello??? the MJ bag of goodies? Stila backstage fashion show?). Overall I think it evens out. Sephora's no better and no worse than other similar companies out there, a little bit better because of the great return policy and occasional great events (Meet MJ in person, Expert chat with brands on BT etc etc).

 

Anyways, I'm just a little tired of seeing bunch of complaints/negative stuff on the public board (if it's constructive criticism then post in the CS or feedback or PM the mod) and the flood of vague "let's feel happy and love each other" and the cycle repeat. Can we just go back to talk about makeup and skincare? o.o

 

Or maybe I'm just ranting cuz I've been here too long, like those old ppl with "get off my lawn!!!" and "back in *my* days...". #MidLifeCrisis

Re: Why all the complaints?

I don't see anyone trashing the moderators and oh yes, I have worked it CS and PR.  When a company screws up it's hard to be the mouthpiece, true, but that's what they get paid to do.  It's a job and jobs aren't always fun, particularly jobs that deal with the public.  It's not the same thing, the mods are not Sephora.  The mods aren't internalizing complaints about Sephora and taking them as complaints against them personally.  At least I hope not, it's not a good field to be in if one tends to do that. 

Re: Why all the complaints?

Just because they are paid to be the messenger doesn't mean it's ok to shoot the messenger. I don't think anyone is outright rude to the mods on the board, altho I usually ignore the complaints so I wouldn't know. That was just the point of the conversation we happen to pick up and magnify. Also, you would be surprised what goes down in PMs. I got a threat from someone who acts very positive in the forum in my PM, we no longer cross each other's path so it's all good.

 

And as I've said, my thoughts are not directed toward any specific post so if you have a missing sample, post in the CS board or let the mod know. I don't care as long as you don't turn it into a public tirade about the decline of Sephora in the general BI board or something.

Re: Why all the complaints?

So if no one is rude to the mods how are they "shooting the messenger?"  And if you ignore the complaints why on earth are you complaining about the people who write them?  And again, if you ignore them why do you care if the tirade is public?

Re: Why all the complaints?

I heard about people being rude to the mod which is why I mentioned it, and I didn't elaborate because I didn't personally see it. Picniclover, who actually read the complaints, gave you an example above.

 

I brought up this topic because many of my dear friends on here has been turned off by the negativity and decided to stay away from BT for a while, and some newcomers I'm friendly with are also doing the same or consider doing the same, as you've seen here. Therefore I do care if it's public. 

Re: Why all the complaints?

So you complained about people because you heard gossip and complaints about people from friends not because of the reasons you originally stated.  Which version is the truth?  The first one at least had some defined issues, the second just sounds like high school.

Re: Why all the complaints?

It's not gossip if it's confirmed by facts me think. I saw the complaints in the beginning and chose to ignore them (majority of them). I didn't know how bad it was until my friends started taking breaks and I asked why. So yes, both version are true. My original post was my opinion from a while ago but I decided not to post about it since it's just me, but when I started hearing "gossip" from my friends which are based on actual forum posts, I looked around and decided to post/publicly voice my opinion. I'm not a big fan of the he-said-she-said game. I figured the worst that could happen is either everybody ignores me or the mod will close it down if it gets too messy/catfight-y, which haven't happened yet. 

Re: Why all the complaints?

Your goal would probably be more easily met if you help them learn to ignore threads they don't like.  Complaining about complainers can only cause hurt.

Re: Why all the complaints?

I just wanted to bring this issue to light since I'm also curious about the other side, which you have provided,  and ignoring it won't let the hurt go away. I guess I'm the weird one who has to address the elephant in the room rather than leave it alone.

 

Unfortunately and fortunately, it's pretty hard to get banned here. You can block users' PM if it really bothers you. There was a user who....oversteps boundaries with several users and he was banned but then he complained to the Sephora marketing team and unbanned! He then acted inappropriate again so we got him banned again for good, with some effort. I'm fine with people voicing their opinions and don't think anyone should be banned unless they clearly and repeatedly act very inappropriate (such as threats or sexual harassment) despite the warnings.

Re: Why all the complaints?

If someone is sending attacks through PMs, they should be banned! I support outer and inner beauty.

 

I do think that if someone wants to "turn it into a public tirade about the decline of Sephora in the general BI board or something" they have every right to.

 

If I disagree I will not read it, not grant it hearts, and make might a fun new post to bump it down.

Highlighted

Re: Why all the complaints?

Working in customer service means you're paid to help customers. You're not paid to be insulted or blamed on the company's behalf, which did recently happen to a mod. In another post, their attempts to help were described as "yacking" and are trivialized by a customer angry at Sephora, so there is a level of mistreatment.

Re: Why all the complaints?

Why would a complaint about a missing sample hurt a customer service rep? I have seen ZERO evidence that anyone on BT has ever mistreated a mod or rep.

Re: Why all the complaints?

Every single order is a business deal, even though neither party "signed anything". There are plenty of different types of deals than contracts signed by two parties.

Re: Why all the complaints?

It has been really unpleasant around here lately.  It's funny that you post this now because I'd just made the decision to take a step away from BT (since I can't force anyone else to take a step away lol).  I hope that the conversation started here is productive and things start to change both from Sephora's end and ours.  I am going to try LCResz's strategy of ignoring comments by the posters I am frustrated with.  Perhaps that will get me back to a place of BT enjoyment and I can stick around.

Re: Why all the complaints?

I have found that because the posters who constantly complain basically ONLY complain/post negative things and rarely if ever comment on the beauty threads or fun threads,  it is very easy to ignore the negative threads.

Re: Why all the complaints?

Thank you!!! If only people realized that part of the reason the promos run out so fast is not Sephora's issue, but the consumers. When a promo says one per customer, that's not Sephora trying to be mean, they are trying to have enough for everyone. It's the people who take ten of a promo, not Sephora's fault that they sometimes run out.

 

Just a vent. I'm not trying to blame/condescend/ridicule anyone who does this, I'm just saying it's not Sephora's fault when promos run out.

Re: Why all the complaints?

When the promos are one per customer, it's usually built into the code. Otherwise, Sephora does want the promo to encourage more buying. So if you place 10 orders with a minimum of $35 each, that's the intended purpose.

Re: Why all the complaints?

Sephora puts the fine print there but doesn't always set the proper requirement in their software. I accidentally got a Fresh lip mini meant for new BI cuz I didn't read the fine print and the saleslady didn't either, so, I'm guilty of robbing a BI of her free lip balm. =O

 

Sometimes I wish I can just march up to the Sephora's website/tech dept and just give them a piece of my mind. =X

Re: Why all the complaints?

I'd like to throw in my two cents into the melting pot lol.

 

I've never had any issues with Sephora and the mods were super helpful when i was shorted points, or just had a question. Smiley Happy Yeah, the samples are kinda sucky at the moment and yeah, i'm bummed that the vib gift/sampler thing sold out but hey in the big picture it's not that important, i'm sure there'll be perks in the future. Sephora introduced me to high-end cosmetics,skin care etc. The times i've visited a Sephora, the cast members were super nice, they offered me generous amounts of samples and i've always had awesome experiences there.  

 

So thank you Sephora, the mods and BT community. Smiley Happy

 

Re: Why all the complaints?

Hey, @beautytester - thanks for starting this thread!  I thought I was the only one who felt this way.  I've only been on BT since April, but like you, I've noticed the shift away from make-up and skin care to the negativity.  I've also noticed the growing number of duplicate questions.  The newbies are obviously not reading the Welcome/Getting Started information.  One item specifically says to search for an answer before posting your question.

Re: Why all the complaints?

Thanks BeautyTester! We do want this to be a positive place for everyone who comes here and the mods try to help you all as much as we can.  We're all hoping that the BT community will soon drift back to the upbeat tone that it's always been known for!  Smiley Happy -Laura

Re: Why all the complaints?

It is what it is, since rouge came out no one has been happy. Things are changing and people are taking notice and deciding to shop elsewhere. People are complaining about orders being screwed up and events being an overwhelming experience of brand reps pushing products on them to make their margin. Its healthy to vent and this isn't just a random public forum, it's their website. As for the mods they are helpful at times but can't fix every problem.

Re: Why all the complaints?

Oh, I do agree with you! I used to visit different forums that discussed all sorts of things, and little by little, they became controversial and argumentative, which some folks may enjoy, but not me. So I was delighted when I found BT. Makeup, skincare, so much positive and fun stuff being bounced back and forth. I loved coming here every morning. But then.....

 

It seems like the mood has changed in the last month or so, and instead of checking and seeing what new beauty tips someone has or who bought what, it's a lot of negative talk about the Rouge program and/or promos. Now, I'll admit, Sephora can definitely step up its game, and some of the complaints are legitimate, but I think customers would be better served by directing issues to customer service or calling Sephora directly. This just isn't the forum to continue to voice complaints, because this isn't a forum where complaints can or will be solved.

 

But if you want to find the perfect matte eyeshadow, or want to share some skin care tips, or just need a little encouragement in life, well, you've come to the right place!

 

 

 

Re: Why all the complaints?

 

LET'S HUG THIS OUT, YA'LL.

Re: Why all the complaints?

Quick, we need a unicorn made of all of this!

Re: Why all the complaints?

I want to heart this pic a million times!!! lol

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