Lasership & Sephora Customer Service Frustration

[ElisaQ]

I could not be more disappointed in Lasership or Sephora. Packages are often stolen in my neighborhood, so I get deliveries at work. It's a school and closes kind of early, but I'm usually there until 5 p.m. and have never had a problem w/ USPS, UPS, or FedEx. Lasership, however, kept trying to deliver between 7 and 9 p.m. Even the one time they got there in time, they marked "business closed." A school. At 11:47 a.m. Um, schools don't close for lunch. Eventually, despite several calls (including quite a bit of time on hold) and offers on my part to help them get it right (I'll drive the 1/2 hour to pick it up from your hub, you can call me & I'll meet you at my school w/ ID at any time since I live close by, etc.), they returned to sender. This is where Sephora started letting me down. I emailed Sephora, but got an autoreply telling me to call, so I did and the service rep was barely helpful. His first thought was to cancel the order. When I said I still wanted what I'd ordered, he said they'd send it via Lasership again. Ugh, but I changed the order to my home address, which I have used in the past (small packages usually go unnoticed, so it's fine if I'm not ordering much) and hoped for the best. Now, my address has a fraction--weird but not bizarre--and he called me back to say he was "confused." I told him that he could see it had worked in the past and should just go with it and that the second address line had info to clarify things for delivery people. He replied, "Oh, I deleted that line." Why?! It's there for a reason. Anyway, I finally got my package (at 4:30 p.m.--why was that suddenly possible?). I didn't get the samples I wanted, but that happens. I'm especially annoyed, though, by all of the time I had to spend on the phone. I don't even have time to call my own mother let alone sit on hold w/ both Lasership & Sephora (& then have Sephora call me back multiple times while I was in a meeting). The final straw was the robo-email from Sephora thanking me for my patience and understanding, neither of which I actually have at this point. I really like Sephora, but it's the 21st century, and I should be able to communicate electronically without resorting to passive aggressive social media posts (like this one or, as I'm tempted to do, on a more public forum like Facebook or Twitter). I get that UPS and FedEx can't handle everything, but I'm happy to wait for shipping. I don't need overnight or even two day; what I need is for my packages to be delivered where I ask at a reasonable time of day by a company that cares at least a little about customer service. To be clear, that last bit is about both Lasership (totally incompetent) & Sephora (dismissive and disinterested in making things right). 

[SianBT]

Hi ElisaQ, 

I'm very sorry to hear about your recent experience! I'm going to look into it and will send you a PM shortly. 

Bisous, 

Sian

[ElisaQ]

Thank you, Sian. Your private message was very kind and helpful. I will definitely use the USPS shipment option you mentioned in it in the future. Best, EQ