Modified orders/cancelled items.

[abbyNo]

I am just super curious as to what is going on with Sephora in general these days. I've been a Rouge member for 2 years now, and I love doing my shopping through Sephora. That being said, I am at a loss. The quality of service you've been providing the past 6 months or so has been quite lack luster. It started with one or two switched samples, which I understood. But now I get zero samples I ask for, and in my last order I actually just got zero samples. Then it was "my rewards" being out of stock, and my orders being modified to reflect that. Even though the website says they're in stock at the time I place my order, and usually even after I get my modified order email. Even worse, now I'm starting to get modified orders on actual items I'm buying, with my money. The app says it's available when I place my order, and THREE WHOLE DAYS LATER I get an email saying that something isn't in stock. This has happened at least twice. Oh, and then there's the weird shipping. Splitting up my orders in to two or three boxes when everything could fit in one is just super irresponsible and wasteful. You guys sent me a pack of just bobby pins in a regular sized box with tons of paper in it. Even if the other part of my order filled the normal sized box that tiny packet of bobby pins could have fit. It's ridiculous. Basically, I spend a lot of money in your store. I expect a certain quality of service. When will you return to what I enjoyed to begin with? I use your app and store because it's convenient, and everything is in one place. But it's not like I can't order directly from the source.

[PinkStarburst]

I had similar bad and good experiences. About samples missing - if something is shipped from Memphis, TN I never ever get samples but any other distribution center have provided me the exact samples or few swaps (which I didn’t really mind). Cancelling promo, rewards - had it happen to me, after ordering 2-3 days later I got a cancellation of it with no substitution and seconds later my order got shipped. I made a complaint here are got offered a few other promo items (part of it did get cancelled again but still got like 6-7 other items so wasn’t going to complain). Shipping - having worked for TNT (now owned by FedEx) and in retail 2-3 day shipping only starts after the processing is done and ready to be shipped,not from the moment you send your order. Many people are not aware of that, but want their stuff to be shipped instantly. Wish it worked that way. But I do agree that service has been going down. But also some people just do want the freebies and non stop complaining about everything.

[xSinnocent]

I'm having a ton of issues too.. between samples missing... getting few if any of the picked samples.. finding out that a reward item is cancelled by checking the order.. not an email specifying anything.. and i had an item cancelled a few days ago that i didnt get an email about.. i figured it out when i lost points out of nowhere. Its extremely frustrating and confusing.

[wowwwitserin]

The Sephora online experience has been slipping horribly the past year. I don't know if they are cost cutting in that department, but a $50 order used to get you 2 day shipping that was always on time. Now they don't even offer it, it's $50 purchase gets 3 day free shipping that actually takes 4-5 days anyways. Also maybe cuts in the warehouse as well... Getting packages without samples is more and more common. 

The website has had the item I want to purchase in stock this whole time but my order was cancelled because it was "out of stock" I'm assuming at my distribution center. But why not send it to me from another!? Who even does this anymore in online retail!? If it says it's in stock online I should get the product. 

At the volume Sephora sells each year, they need to take a lesson from Amazon on how to ship items to customers and run online commerce. 

[JessyAnne]

@abbyNo I’ve been having the same struggles and am curious too as to what’s going on. I’ve placed 10 orders this month and only 3 have included my samples. Twice I’ve had the cancelled 3 days later and now out of stock quirk.

Then, just yesterday, the weirdest one yet: I had a delivery confirmation for an order of the NuBODY device ($399!) and one lipstick. Inside the box was the lipstick and my 3 samples (surprise surprise on the samples). But the NuBODY was missing!! I contacted customer service via chat and she made a new order for the NuBODY. Of course, now it says out of stock and I am quick to assume that it will be canceled in a few days. Something strange is definitely going on and I hope it gets fixed soon. I love Sephora, but gawd this is a mess.

[LaurieBT]

Hi @JessyAnne,

I'm so sorry about this and thank you for sharing this experience. I'm glad to hear that a Beauty Advisor was able to reship this for you, and if you need any further assistance, please send me a private message with your order number and I'll be happy to help.

- Laurie

[JamilaBT]

Hi there @abbyNo. Apologies for your recent order experience. We will be sure to share this feedback with our Orders team. We are always improving and appreciate this. If you have additional questions, send me a private message.

xo, jamila

[Anonymous]

Hi, I have same problem. Can you help me with my problem? Please.

[SianBT]

Hi @Anonymous, 

I've responded to your other post and will be sending you a PM shortly. 

Bisous, 

Sian

[Anonymous]

I’m having the same problem with the exception that the item is still listed . It actually had a price drop. So why was it canceled?

[RaquelBT]

Hi @Anonymous,

I've replied to your other post and sent you a private message. 🙂

Best Regards,

❤️ Raquel 

[abbyNo]

I'm not crazy and think everything you guys do is going to always be absolutely perfect. I really don't expect that at all. I just expect the level of service I had up until about 6 months ago. I never had issues with samples, out of stock rewards, out of stock inventory, or weird shipping. You say you're always improving? Well stop it. Your latest improvements aren't improvements on the shoppers end. And I'm clearly not the only one who feels that way. Honestly, if it ain't broke, don't fix it.

[MakeupLover024]

You couldn't have said it better. I've been shopping at Sephora for years.. bee and I've never had as many issues as I'm having lately. swapped samples, no samples at all, I've had to call a few times only for their response to be " we will add x amount of points back to your account" I don't want my points back! I want the level of customer service back! Yesterday's order was almost the last straw for me. I was missing my point perk, and was about to call and complain again, when I checked my order only to see in small tiny letters it had been cancelled... super annoying... starting to think Beautylish is better to order from. if Sephora doesn't get their business together there going to loose a bunch. Maybe they need to be reminding they are not the only option for beauty purchases!

[StephanieBT]

Hi @MakeupLover024, thank you so much for this feedback, and I'm sorry to hear about the experiences you've had! I will be sure to pass this information along to the appropriate contacts for review.