Customer Support Responses

[lshae]

Hello-posting here about my recent experiences with Sephora customer service.  It just feels as if emails aren't read all the way through or thoroughly and the reps not really caring if I am unhappy or even trying to rectify the issue.  For example, I recently received two packages from Sephora without any samples or missing a sample.  The response I got back was "substitutions will be made, here is 200 points".  I had to write back to clarify the issue was samples didn't come at all.  The response I got back then was-oh, well I see you already got 200 points so that's all I can do.  No explanation, apology or anything.  I just had to e-mail again because my package ordered on Monday still hasn't shipped 5 days later.  I received an auto response (which I wasn't thrilled a person couldn't bother to write back) that said all packages are experiencing delays, Flash is experiencing 1 day delay.  I wrote back that while the auto response said that, the website says Flash shipping is unaffected by the delays and asked why the inconsistency?  I also wrote even if its correct there is a one day delay for Flash, my order should have shipped by now.  I am still waiting for a response.  I don't have much hope on getting a solid, satisfying response and even though I am a VIB Rouge, I am thinking about using other beauty services that offer the same benefits and great extras, but with exemplary customer service.  Anyone else experiencing the same frustration?

[brunettebaby724]

I'm having a lot of the same issues and frustrations lately. The (incorrect) automated responses from customer service really are getting to me. 

[LaurieBT]

Hi @lshae,

Thank you for sharing your experiences with us. Sephora values all clients and I'm very sorry if your concerns weren't properly addressed. Order volume has increased significantly and all clients still certainly deserve exemplary service from us. I sincerely apologize if we fell short. I'll send you a private message to assist with your most recent order delay shortly.

Best,

Laurie