Are moderators really helpful??

[JupitersGlow]

So last Thursday I posted about my lack of samples in the orders AND my lack of promo code items, this includes the VIB gifts where I spend sometimes $45 just to get the gift (when really there is nothing I NEED to be buying). Anyway on Friday Megan, a moderator contacted me and told me to give the details of my many, many missing items. However it is now Tuesday night and I've heard nada back. So my question to all of you, do the moderators really try to help or do they PM you like the are required to do and then never heard from again? I'm so frustrated!

[JupitersGlow]

@MeganBT For some reason when I am replying to your PM it's not going through? I don't know why. But I copy posted what I PMed you... Hello Megan! It started a few months ago when my VIB Rouge Caudalie gift set was missing from my package. Since then I have not gotten most of the deluxe samples I put the promo code in for, I'll give you a breakdown. I have missed the Caudalie gift for VIBs, Kiels Midnight Oil, the Korres gift set for VIBs, wander beauty lipstick, living proof hairday sample set, and the latest was the sunny soirée sample bag for VIBs (this last one I got an email saying there wasn't any left but why couldn't they replace it with something else?) These are the promo code items that I missed, however in the last 10 orders I have MAYBE gotten 5 samples. There are very rarely any samples in my package which may not seem like a huge deal but using the samples is how I decide what to purchase next. I appreciate you looking into this.

[MeganBT]

Hi @JupitersGlow, 

Thank you for this information. I am looking into this and will send you another private message once I have completed some research. Additionally, I will also include another way for you to contact me as we have been unable to successfully connect via private message. 

All my best, 

Megan 

[MeganBT]

Hi @JupitersGlow,

I just checked my PMs and I did not receive a reply to the private message that I sent you on Friday. Can you please resend it so I can help you with this?

Thank you,

Megan

[JupitersGlow]

Sure Megan, I'll resend it now.

[veronika23]

While Sephora doesn't have the best cs and it's really inconsistent, the best cs I've had with them is with the mods. I find they are the nicest and most helpful.  They also do not work every day and that's their personal inbox not some general mailbox. Plus there has been a huge increase of cs related posts of where are my samples... even when the site clearly states substitutions can be made. If you can't wait, I also suggest calling the cs line.

[JupitersGlow]

I have called customer service server all times and only ONE time did the CS person give me 75 points 😞 Keep in mind I haven't gotten any samples for months (at least one package a month, sometimes more) and I am 95% of the time missing my promo code item! This includes the really good ones for VIBs

[veronika23]

@JupitersGlow  yeah that's what I meant by inconsistent. I always get different service on the phone... the problem isn't really them, the people on the front lines, but Sephora as a company. They clearly don't have SOP's in place or proper communication. Sadly there doesn't seem to be a way to get the point across to make changes. So yes I get your frustration. But to get back to the title of your main post... mods have a lot to do so just be patient if you sent out a pm. They'll get back to you.

[Anonymous]

@JupitersGlow, keep in mind that the BIC moderators are here primarily to do just that — moderate the boards. They can help with order problems to some extent, but your best bet for a strictly customer service issue is to contact customer service directly.

[JupitersGlow]

I did call customer service serveral times. They are the worst I have ever seen in the CS business. They never help. One time they gave me 75 points. Ridiculous.

[Melstl]

I feel your pain - my last TWO orders were without samples and my SPLURGE promo code for the sample bag was also MIA.  When I looked at my manifests (and past ones) none of them included the promo code items so now I don't even have proof that it should have been in the box. 😕

[carlitainmia]

same here, last 2 orders did not 8nclude my samples at all !

[Korijeanne]

Given the fact that Sephora in general has terrible customer service, I wouldn't hold your breath.

[JupitersGlow]

Don't I know it! 😞

[CorgiMommy]

I have found calling customer service gets the issue resolved right away.

[ElleElleG]

Hi @JupitersGlow

The moderators do the best that they can to respond to inquiries as soon as possible. Considering the constant flood of Customer Support posts they receive, however,  it is understandable that some inquiries will take longer to respond to (or resolve) than others.  I am sure that  @MeganBT is doing the best that she can to assist as many people as possible as quickly as possible. 

If you would prefer to have more immediate assistance I would strongly recommend you call Customer Service where a representative can focus on you and your specific inquiries exclusively. 

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JupitersGlow wrote:

So last Thursday I posted about my lack of samples in the orders AND my lack of promo code items, this includes the VIB gifts where I spend sometimes $45 just to get the gift (when really there is nothing I NEED to be buying). Anyway on Friday Megan, a moderator contacted me and told me to give the details of my many, many missing items. However it is now Tuesday night and I've heard nada back. So my question to all of you, do the moderators really try to help or do they PM you like the are required to do and then never heard from again? I'm so frustrated!

[JupitersGlow]

Sure I didn't post that I had been in touch with customer service through email AND phone but Of course that's the first place I went. The most I got was a crappy apology (sometimes not even that) and a total of 75 points. This is with 4 big VIB gifts missing and several promo code offers missing. Also I haven't gotten a samples since the end of May. I must get at least 2 packages a week from Sephora and I am always disappointed. If @MeganBT doesnt help me out in some way I'm going to start looking else ware. Samples and deluxe samples are too important to me.

[k617]

Keep in mind Saturday and Sunday are not regular business days. Plus, the moderators probably have hundreds of other customer-service related PMs, emails and threads to answer, including the dozens of new daily posts about missing samples. Be patient, or follow up on your end if you don't hear from them.

[LCResz]

@JupitersGlow I have been having similar issues with orders missing samples, and I've been working with MeganBT directly. She's been really helpful and understanding, but yes, it took a few days before she was able to reach out to me. I imagine that the moderators have quite a lot on their plates, considering our community is so big and there have been a lot of changes going on to the site.