Awful customer service! I’m fed up, Sephora…

[BckwdsBruntRvws]

I am honestly just exhausted with this situation, but I feel the need to do my due diligence and spread the word.  

Tl;dr: Sephora keeps canceling my orders with no resolution and doesn’t make me feel like a valued client. 

Full explanation: Back on March 7th of last year, I received my package and was missing some Olaplex products.  So I emailed them to let them know, because it isn’t cheap and I was missing 2-3 products! And they replied to me stating I have said I didn’t receive too many products.  I asked them how’s that my fault? They use LaserShip a lot of times which is AWFUL. I have placed  $800+ orders at one time before and wasn’t missing any products, but one time I ordered a single Milk makeup foundation and I received an empty box! My fiancé ended up ordering it for me off of Milk’s website but I obviously wanted to be refunded for this. Do they expect people to not complain or ask for items that were not received to be reshipped or refunded? I can’t help how frequently it occurs, they should use a better carrier who doesn’t have thousands of fraud claims! Maybe they stole my items, or maybe the items were not put in my package at the warehouse.  I have no idea, all I know is that I have had multiple issues with not getting the items I have ordered. I have no reason to lie or abuse their refund system, I have been rouge for awhile now and shop often, making high-dollar orders.  I could see if I ordered twice a year and claimed my entire order was not delivered/missing, but that is not the case! 

The last time when I was missing items, someone named Charisma replied stating their system declined anymore refunds or reshipments.  I explained that I became rouge within the first three months of the year and I shop A LOT and I couldn’t help that I had so many issues.  She ignored me and never responded! I have been kind and courteous to every representative I have spoken with and was willing to even take merchandise credit, but they still refused.  I threatened not to shop there anymore, and they pretty much said they didn’t care.  I don’t feel like a valued rouge client at all! 

Being out of money with no resolution on this matter, I contacted my bank to see if they could get my money back.  My bank issued a chargeback and Sephora said I can not shop there until I removed the chargeback.  Due to the fact I wanted to keep my perks at least until my rouge status is up, I backed down and removed it.  I shop in-store most of the time, but I only have Sephora’s inside of JC Penney near me, and they don’t have half of what regular standalone stores have, so I’m forced to order online sometimes.  

Fast forward to August when I placed my next online order: it went through without any issues.  

I tried to place orders in November and they were all canceled! I wasn’t able to use my discount, and ended up having to pay shipping costs due to ordering on brand sites. So I chatted in, and was assured the issue would be resolved.  I chatted a couple of days later to see if the issue was resolved and it wasn’t! They said to wait a few more days.  So I did, and was understanding that it was busy season for retailers.  I chatted about a week later and the issue still wasn’t resolved! Nobody could even tell me why this was happening but I explained I had initiated a chargeback in March but had canceled it and they blamed it on the system automatically doing this.  So I just didn’t even bother ordering anything else and got stuff from Ulta instead.  I chatted again afterwards and explained I didn’t want to place an order in the future just for it to be canceled again, and the rep reassured me and said there was no block on my account and I was free to make orders.  

I just tried to place an order for in-store pickup, where I would have to travel over an hour away from my home, just to make sure I actually got the right items and nothing was damaged or missing. They canceled it AGAIN! Even after being reassured the issue was resolved and everything else. So again, I ordered the product off of the brand’s website.  I also have receipts for all of this, including the fact I’ve ordered off the brands’ websites.  I have screenshots of conversations with agents and transcripts as proof as well.  I would have woke up and drove all the way to that store, wasting gas and everything if I didn’t just look at my order because I feared my order would be canceled! This is absolutely RIDICULOUS and I deserve an explanation. I will probably be posting this on social media and maybe even the Better Business Bureau to warn other customers. 

[rcb2021]

Something like this just happened to my account, too. I placed an order this morning and found out it was canceled because of "Unsuccessful Authorization" due to a chargeback issued on March 30th of this year. Sephora decided, as a result, to ban me from online ordering until this issue was resolved with my bank. It was related to a purchase from December 15th, 2022, that I had thought was resolved with Sephora themselves. Sephora customer service was no help at all. The December order was for same-day delivery, free that day, and my car was in the shop, so I couldn't return one of the damaged items in-store. The service rep told me I should've gone in-store, and this wouldn't have happened. I told him I had no car then, and he was incredibly rude. 

Because the chargeback is over 60 days old, my bank typically doesn't accept filings from that far back. Hopefully, they will make an exception, but until then, I'm banned from online ordering. I've worked hard to be at VIB status and did nothing wrong but report a damaged product. The item wasn't in stock, I had to order it again, and it came back as damaged. I notified Sephora of the issue and the double charge, and they resolved it, even though customer service says they have no record. I would no longer be a client if it weren't for the Green Hills Sephora in Nashville, TN, and Martin, who works there. I'm incredibly pissed, and if this issue isn't resolved, I will never shop here and go straight to the source instead.

[Azuresecret]

 "Sephora customer service was no help at all" - So true.

[LaurieBT]

Hi @Azuresecret,

I'm sorry to hear this and I'll send you a message.

Best,

Laurie 

[DaneeBT]

Hi @BckwdsBruntRvws,

I am so sorry to hear about this. I will send you a private message to further assist you.

Always,
Danee