Complaint!

[DaniS0315]

Anyone experiencing extremely poor and rude customer service lately? I am a VIB customer who has been a loyal and faithful Sephora addict for over a decade. I had a legit return denied (was within the allotted time window and was gently used). The supervisor on the 877# I spoke to BRIANNA, was so rude, condescending, and lacked Complete customer service, it’s like I could hear her eye rolls over the phone. 
last time I will EVER be making any purchase from Sephora!!! Thank goodness for Ulta and online order direct from brands.

Sephora.... what have you done with the caliber of representatives. Appalled and disappointed

Ensure to vocalize on every platform available as no one should be treated so disrespectfully!! 

[hestlat]

Yes so i went to a store in okc ok.  I was returning online orders. From my understanding you go to a store to return it you get store credit…. I assumed they would just look it up on my rewards. Whem i walk in chick gives me a crappy look. I go up to her tell her i want to return the items. She said did you buy online?  i said mostly..three items were gifts from my grandma. She you cant return it without a receipt. I say its on my rewards. She said still cant. Then said do you have the packing slip it came with. No why would i?! She says nope cant and im just looking at her. She then said you have to have the email receipt they sent to you originally. I assumed she didn’t think I could find it. She was just crappy for no reason at all. She followed me around like i was gonna steal everything. She was even crappy to my 7 yr old daughter. I still have the stuff my grandma got me. No idea what im gonna do with it cause i cant wear any of it. Its the wrong color. I don’t understand her reluctance to rerun items i obviously bought. She saw the order on my rewards! Where do i complain about the store 

[DaneeBT]

Hi @hestlat,

I'm so sorry to hear about your store experience! I will send you a PM.

Always,
Danee

[LaurieBT]

Hi @DaniS0315,

This post has been moved to Customer Support and I'm sorry to hear about this! I'll send you a message shortly.

Best,

Laurie

[Emy10]

They probably had to hired alot of new people due to Covid; it seems easy to be all nice during interviews to get certain jobs, so you could call back and get another agent, but i understand how you feel. You could also make a complaint, but i even wonder if Sephora even care. 

Sephora isnt the only place where customer service suffers; i had to call some place (i dont even remember why and what it was about, just that it was baaaad) and the agent on the phone just didnt want to help and i felt like she was having an attitude trying to intimidate me to never mind my issue and let it go so that she wouldnt have to work on it.

Its the kind of employees that think that due to Covid, that theyre so needed and that even if theyre rude that they wouldnt lose theyre job. They really need to review theyre common sense as individuals. 

[SportyGirly125]

@DaniS0315 I haven't had issues with their customer service.  Have you tried to talk to a different representative and see what they have to say or their manager?

[DaniS0315]

Thank you.

I did yes, I asked to speak to a manager on the phone, got the snarky supervisor. I then emailed and received an email in return of them being absolutely caviler and uncaring about my experience or concern. Have emailed again requesting an actual manager reach out to me.

The company clearly is unconcerned about their customer’s or how orders are being mishandled.

BBB is my next step. I refuse to allow them

to take my money with refusal to rightfully return it and then to treat their customers so poorly.

Appalling and Unacceptable.