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Post in Customer Support
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Delayed shipping & lots of excuses

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Delayed shipping

Who else is experiencing delayed shipping this April 2023? I placed in order for over $200 on April 19, and I’ve been told that the soonest I’ll receive my items will be May 1. I called Sephora customer service, and all I’m hearing is a scripted response that it’s due to demand. Funny thing about demand is that it’s measured year over year and can be planned for. Additionally, I was told not only could I not cancel my order, but I’d “get it when I get it and here are a handful on non-meaningful points to spend on something that will maybe never ship.” 

Beauty Insider community: How do we make the team in charge of Sephora online ordering and shipping change their ways? How do we get them to understand that a good customer experience is the baseline so their shipping practices work for us like other beauty companies? I have no issue with Ulta, Dior or Nordstrom. Do we only shop in stores? And do we move our business to companies that care? Nordstrom always makes it right. 

 

30 minutes on the phone and all excuses and being put on hold. Unacceptable. 

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Re: Delayed shipping & lots of excuses

Same poor customer service is still taking place.  I have an item 5 days late and no arrival date provided, when I contacted customer service.  They could not even tell me last city it was at. 

This is my daughter's order whom is 7. She saved her Christmas money for this product.  She was so excited to receive it and day after day keeps asking about it.  

Frustrating! 

Re: Delayed shipping & lots of excuses

@MarieSP2023S I placed my third order on Tuesday and got the email today about the delayed shipping.  My items are online only and suppose to be delivered on Thursday so I didn’t call to try to cancel my order. This happens every year during the sale with delayed shipping and I am sure they are doing the best that they can. 

Re: Delayed shipping & lots of excuses

This is just unacceptable. Every year means they have the metrics and know exactly how to staff for it, but have chosen not to do so even at the expense of loyal customers’. 

As a top brand, it’s essential to provide a positive online experience. And to take orders but sit on them for weeks before shipping tells me that this company cares more about money than staffing. I feel terrible for their call center taking all of this feedback because someone at the top decided to not provide staffing for this sale. This can be solved at the executive level, and they have chosen not to. That tells me everything. Profit over experience. Profit over their own employees.

Re: Delayed shipping & lots of excuses

@MarieSP2023S I'm sorry to hear about this experience. I will send you a PM for more information. 

Re: Delayed shipping & lots of excuses

I’m here. Waiting for an acceptable solution to the poor experience. It’s not ok to allow a customer to purchase items and then to not fulfill the promise of delivery of items. It’s simply unacceptable. Appreciate resolution asap.

Re: Delayed shipping & lots of excuses

That would be great because Janice (a supervisor from your call center) just hung up on me after telling me that my order was at a distribution center but it was impossible for her to get it to me anytime soon. In fact, May 1st is when she “hoped” it would be shipped.

 

I’m currently on hold to file a formal complaint due to her intentionally disconnecting my call. I have spent almost an hour with your customer care team so far, and it’s incredibly frustrating to have to work this hard to receive an order that’s already been paid for. Bottom line, this just doesn’t happen with other companies. 

Re: Delayed shipping & lots of excuses

@MarieSP2023S I see that Keely sent you a private message. To reply, please click on the bell/envelope icon in the top right corner of BIC, select the message then reply. Thank you!

Re: Delayed shipping & lots of excuses

Still waiting. Are you really Doing the best you can? Nope.

Re: Delayed shipping & lots of excuses

Not correct. I do not have a private message.

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