How has Sephora.com not figured out the science behind online orders...?

[add1ct3d]

1. There's a few things I don't understand; you figure Sephora has offered online ordering for quite a while now... yet, almost every single time I've ordered, SOMETHING if not multiple things, have gone wrong. First off- why in the world is flash still advertised as two day shipping??!! Never once have I received an order within two business days, after processing. It's almost ALWAYS atleast 3-4. I get it, sometimes there's delays but there are far too many instances of customers paying for flash, only to have orders take longer than the regular free shipping! It wouldn't be so bad if the site would stop with the "estimated" delivery. I chose Saturday delivery, and was so excited when within an hour I received a shipment notification! I login and see that it's set to arrive Saturday, only the following day, it's set to Monday and it still most likely won't be delivered by then. Now, if this wasn't what seems like an every day occurrence, or the only thing wrong, I'd easily accept it and move on.. but then add all the website issues on top of it?! The ONLY reason I ordered previously was because of the 5 sample promotion, so I picked my samples, shopped around trying to finalize my decision, and then placed my order.. as soon as I confirmed I saw that my sample selections were no where to be found.... Now, you'd think that as a site that advertises at LEAST 3 samples with every order, that they would at minimum just throw 3-5(during promo) samples in with the order, but no.. order showed up a FEW(not 2 business) days later, with no samples to be found. 

I get that this all seems so trivial, but there's a reason they advertise these things.. and that's to get people to buy. Don't advertise what you can't deliver- the website is already glitchy enough to drive sales away, probably best not to add upset customer reviews to the list as well. 

Disclaimer: I really did not mean to sound that b*tchy and petty, it's just frustrating when you choose to spend your money somewhere for certain reasons, only to have a less than enjoyable experience.. 😕

[kaiser73]

I agree complete . I've been experiencing this problem quite frequently and it had caused me to stop shopping as much as I'd normally do. I also have Flash Shipping and all of my shipping began once Sephora started using OnTrac. Every single shipping delay I've had has been when shipped out using OnTrac, they are horrible . I've never had any problems when UPS is used. I always order my items within the shipping timelines, before 9am pst for next day shipping and 12pm pst for flash 2 day, and yet I have yet to receive my packages on time. I order beauty products from Saks and Nordstrom as well and have had no problems. I've called Sephora many times to discuss and get the explanation every time. I just placed an order this past Monday and got confirmation it shipped and should be delivered Wed, went online to check shipping status and it will not be delivered on time. Frankly, I'm tired of calling in to complain. I'm afraid I'll be doing my online shopping elsewhere from now on. 

[Ladybird06]

Agreed! A total scam! I am so disappointed in Sephora. I filed a complaint about this and was told it was because aerosols are ground shipping. #1 their terms and conditions say NOTHING about ground shipping not still arriving in 2 business days. #2 they do not indicate that this may also apply to nail polish, fragrances, hair care items, face or eye primers, makeup, skin care items... practically 90% of the items they sell! #3 My order that was placed on March 10 did not even go out for shipping until MARCH 16th! 6 days just to leave the facility! Now its not arriving until March 21st, an 11 day delivery time. I've received orders with non-Flash standard ground shipping MUCH faster than this. Its insane! Supper shady advertising. Shame on you Sephora.

Sephora, no PM necessary. I've already been told there is nothing you can do because Flash is non-refundable (something I chose to purchase based on your purposely misleading advertising). I used to love Sephora, but it has really gone down hill recently. I'm betting I can find just about everything I purchase here on Amazon... and actually receive it in 2 days like Amazon promises!

[StephanieBT]

Hi add1ct3d,

I'm very sorry to hear about your recent experiences and will PM you shortly for more info.

[Anonymous]

I absolutely agree with everything you are saying!!! 100%!! I am beyond frustrated with the lack of professionalism when it comes to packing and sending products to me! I have purchased so many things from Sephora.com and prefer to buy online.. I even have bought the "$10.00" a year "2 day shipping" yet my packages take 4 to 5 days to get to me. The current order I just placed is actually going to be a 1 week delivery! Why do they advertise the "2 day delivery" if they can not hold up to that?!!!

[StephanieBT]

Hi Tatbarbie1982,

Sorry to hear that! I'll PM you in a moment as well!