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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?

No, it is not.

 

There is a big difference between these the following two things:

 

1) Posting "Gosh, I really hate when some users post about random things like food instead of makeup and wish they wouldn't do it and I think they should take it to a different board because it isn't appropriate for this board."

 

2) Going to Rikkie's thread, where she talks about cheese, and saying "You, Rikkie, Shouldn't post this. It is dumb and you are wrong and everyone hates you and your liking of cheese."

 

#1 is what beautytester has done.  She was polite about it in her initial post. She continues to be polite about it in her comments.  

 

I am using Rikkie as an example here because I know she won't get her feelings hurt because she has a great sense of humor.  This can go around and around and around- people are free to post their complaints and free to post their complaints about complaints etc.  But I have noticed this... almost everyone who complains about the complaints almost always tries to offer another outlet- either by clarifying policy, or pointing people in the direction of the customer service lines, suggesting that mods are PMed, asking discontent BTers to take a deep breath etc.  They aren't trying to use some iron fist to silence other members.  They are trying to make things more comfortable for EVERYONE.  

 

Those of us who are seen as being on "Sephora's side" (which puzzles me, i'm not on a "side")  have been derided as having "drank the kool-aid" and are told we are "bullies" and "Mean Girls" and "fake" when we ask for patience and optimism instead of complaints and sephora/mod bashing.  All of these things are in quotes, because I have seen them all been tossed around by various users referring to people who try to keep it light and positive.  We don't respond to these comments, but it doesn't mean we don't see it and we don't get the dig.  I think that it is this passive-aggressiveness that is what many of the users on this thread are referring to when they say the feel of BT has changed and so they have been coming less.  I've felt the same- I've come a little less too. 

Regarding Mod bashing, it does happen. I saw it happen today when a Mod was basically called out and told she never did anything useful.  I have seen threads where mods are confronted, accused of censorship, and treated extremely poorly because some people felt they had a "right" to abuse someone because they felt that they themselves been abused.  Unfortunately, I think this is how many people react to customer service.  I have been guilty of it myself in the past.  You're angry, you feel like you've been wronged, and you blow up at the first poor guy who finally picks up the phone.  I get it.  And I get that it is that poor guy's job to get complained to. But it doesn't ever excuse being mean to another human being.  People can voice concerns and frustration without turning on others, without calling names, without accusing reps of not being able to do their jobs.

 

Anyway, I'm tired of all of this. I'm tired of feeling like I have to defend my friends on here for just trying to keep BT a happy place.

 

 

 

 

 

Re: Why all the complaints?

I'm not sure you could have said it any better. And #2 is what I've seen a select few people unleashing any time they see someone talking about this. 

 

 

Come on, Rikkie, don't make a poo joke. I know it is so tempting talking about people spreading #2 all around, but try to be a grown up. Smiley Wink

Re: Why all the complaints?

Wait, I missed a poo joke?! Maybe I should read all the threads afterall, if only for the lulz. 

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Re: Why all the complaints?

Hahahaha, his face! But where is his horn??

Re: Why all the complaints?

Oh god guys I'm laughing so hard trying not to wake up the hubby.   Bwahahahah.   Why doesn't the unicorn have a horn? Lol

Re: Why all the complaints?

LMAO!  This is too funny!!!!

Re: Why all the complaints?

Not quite sure what pooping like a unicorn means, but I'll be saving this picture.. This pic also reminds me of........nvm, TTMI. =X

Re: Why all the complaints?

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Re: Why all the complaints?

Nooooooooo! Don't poop on my thread! *horror* =P

Since we are on the topic of unicorns (how did we get here? Shouldn't it be unihorn instead of uni-corn? I ain't see no corn on their head)

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Re: Why all the complaints?

It's not really a deal since you didn't sign anything. It's more of Sephora's way of showing appreciation (altho a not very thought out one). I completely agree with your complaints stated here. Perhaps I didn't state myself clearly, it's been a while since I wrote a long long post, but we are half on the same page.

 

What I wrote was not aimed at specific person or post, just something I noticed in the past months after having been here for years. I agree with you that we shouldn't complain about actual people, which is why I respect those that are able to state their dissatisfaction politely instead of venting on the mods, who are actual living people and don't really have much of a say over things. 

 

The only disagreement I have with your post is that just because someone is frustrated, it doesn't give them a right to be snarky and hurt other people. I've been frustrated by Sephora too, enough that I broke down crying and wrote long PMs. I support venting, but venting is for friends, not in a public area full of strangers (#AttemptAtAnology). I am completely fine with criticism or negative feedback, but yes, I'm not a fan of pure complaints in a public area. Other people vented their complaints, and this is my little vent.....little as in my post was so long I wasn't actually expecting anyone to really read it and for it to get so many replies....o.O

Re: Why all the complaints?

Sephora is not a person, it cannot be emotionally hurt.  You might be less upset with the situation if you stopped anthropomorphizing a corporation.  What you wrote was aimed at people who complain, people, they are complaining about something that is not alive, a business.

Re: Why all the complaints?

Sephora is not a person, but moderators are. Have you ever worked in customer service? or have to be the representative of an organization/company/university in front of dissatisfied people? You are saying the people who complains are hurt and I'm saying the people who are being complained to can also be hurt. I'm not saying you shouldn't voice your dissatisfaction, just that voicing it in a more polite manner. Anyways, that's as clear as I can state my thoughts and as much as I have to say on the issue. Agree to disagree I suppose, or you are welcome to discuss it more in depth with others on here.

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.

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