Curbside pickup was still an option for a location that no longer offered it

[miruiz]

I placed a BOPIS order today at one of my local Sephora stores and when I went to go pick it up, I parked at a designated "Sephora Online Order Pickup" spot and was given the "Curbside" option in the email indicating my order was ready. I went through the whole process of "notifying" the store that I was ready through the click-through link and webform..Then I wait nearly half an hour thinking the Beauty Advisors were just busy before calling the store, only to find out that Curbside pickup was no longer offered!

I didn't mind having to go into the mall to pick up my order as this is typically my preferred method, but curbside made more sense with my plans for the day so I opted to use the option since it was made available to me (or so I thought). I was more frustrated about the time wasted. I don't recall an announcement or email that curbside was no longer available -- but if it wasn't, I would think that the option shouldn't have been in the email. 

I am hoping this flags changes/updates to the email notifications and so no one else ends up waiting for nothing like I did lol. 

[nicmob]

Yes. Same thing just happened to me and I had a sick child in the car. Would have not minded going in but sat and waited and then called the store. They informed me that I was wrong and my email confirmation didn’t offer curbside. It was offputting to say the least. No apology in the store when I showed the email. Customer service could be a little nicer especially when they are incorrect and dismissive.

[LaurieBT]

Hi @nicmob, I'm very sorry to learn about your experience and appreciate you bringing this to our attention. It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your registered email address, the store location, and date, I'll be happy to assist you further. Thank you!

[DaneeBT]

Hi @miruiz

I am so sorry to hear about this! I will send you a PM to gather more information.

Always,

Danee