Flash Shipping

[vrcplou]

I would like to complain about your "flash shipping". I paid for this service and have placed 3-4 orders since that time and not once have I received flash shipping. When I called to complain about my latest order not being "flash shipped" I was informed that orders are sent to the warehouse where they take up to 48 hours to process and then they ship. "Flash shipping", according to your own website means "total delivery time" is 2 business days. Every order I have placed since paying for flash shipping has taken closer to 7 days to arrive. Every. Order. The most recent excuse for order #XXXXXnot being flash shipped and taking 7 business days instead of the 2 business days advertised for flash shipping is that the .06 ounce Urban Decay eye primer in my order is considered a "hazmat" item and therefore cannot "fly". Wow! A product for my eyes that is so hazardous it is not allowed on an airplane??!!! Except it is as I've flown with this item many many times in my carry on bag and it was never flagged by TSA as "hazardous". I am a longtime, loyal customer of Sephora but the misleading advertising of flash shipping has frustrated and disappointed me to the point that I am reconsidering my loyalty to your store. As I pointed out to your representative on the phone, I could order all or most of these same products via my Amazon Prime account and have them here tomorrow. I feel cheated by your company and the lack of will on your part to make this situation right. I really don't want an online credit or anything if that nature. What I really would like is to receive my order in 2 business days as the service I PAID FOR promises.

[bonnebelle]

I love how Sephora stopped replying to you(sarcasm of course), I hope they shipped your stuff to you on time!! it seems like it's nothing but issue after issue with Sephora and it's making me seriously consider switching to Ulta now that I can get it in Canada!! my shipping has almost always been reliable through Canada Post but now suddenly for the first time ever they decided to ship my packages through Fed ex and now instead of being out for delivery in my province it's somewhere in Alberta, I assume Fed ex is cheaper? either way you add this to the list of issues like missing items/samples/vibrouge gifts etc they seem like they are getting lazy and don't care about their customers

[vrcplou]

I will not be ordering online anymore for sure.  As to whether I continue shopping in the store, that remains to be seen.  Very disappointed in this service and it is clear from other conversations that "flash shipping" is a service Sephora is happy to collect money for but completely unable to fulfill.  

[RaquelBT]

 Hi @vrcplou & @bonnebelle,

I'm very sorry about both of your recent experiences with us and I'll be sending you both a private message shortly. 

Best Regards,

❤️ Raquel 

[bonnebelle]

good call! putting it lightly they like to dangle the carrot and then steal it away😩 it seems like a business model seriously lacking in integrity👎 @vrcplou

[RaquelBT]

Hi @bonnebelle,

I'm so sorry about this and just saw this post, Unfortunately, I'm unable to see replies unless I'm tagged in them. I was able to see this post since you posted a few minutes ago and it was on top of our Customer Support board. If you ever have any questions or concerns about anything, please feel free to private message me, so I can assist. Thank you. 🙂

Best Regards,

❤️ Raquel

[RaquelBT]

Hi @vrcplou,

I sincerely apologize about this. I took out your order number from this post for security purposes. I'll be sending you a PM shortly in regards to this. 🙂

Best Regards,

❤️ Raquel 

[vrcplou]

Thank you for your PM. However, as I mentioned, my issue is more with the fact that I paid for flash shipping and over the course of 3-4 separate orders I have NEVER received flash shipping (defined by your website as "total delivery time 2 business days").  Today it's a hazmat issue, last time it was a warehouse issue, the times before that I can't recall but I did not get my order in 2 business days. Sephora took my money and has never delivered on the service promised and frankly the reasons sound more and more like excuses. 

Please remove the UD Primer from my order and ship my products in 2 business days as I've paid for. Anything else is unacceptable and will lead me to order from Amazon from now on. I'm sorry to be harsh but I am beyond frustrated with this series of events. 

[RaquelBT]

Hi @vrcplou,

I'm very sorry about this and apologize for the delayed response. Unfortunately, I do not receive notifications on threads unless I'm tagged in them. If you still need assistance, please feel free to send me a private message. Thank you.

Best Regards,

❤️ Raquel