No Delivery, No Support, No Accountability: Sephora, What Gives?"

[ttinaa02]

I’ve been a loyal Sephora customer for years. I don’t spend thousands, but I do shop regularly and have really appreciated the convenience of their same-day delivery, until now. What happened with my latest order honestly shocked me and made me question how much Sephora actually values its customers.

On May 30th around 10:30 PM, I placed a same-day delivery order expecting it to arrive by 8:00 PM the next day, May 31st, as Sephora clearly promises on its website. By 6:30 PM on the 31st, I noticed my order was still stuck in “processing” so I started getting worried whether my order would arrive on time.

I called customer service to check in, but they told me they had
no information. No updates, no insight into where my order was, no idea if it was out for delivery. Just a vague “wait a couple days and maybe it’ll arrive.” And only after it’s marked delivered can they help me with my order or request a refund for the delivery fee. I hope you can understand the beginning of my frustration. I paid for “same-day delivery” (while respecting cut-off times), if you can’t honor that, then don’t advertise it. The story continues…

Customer service told me there was nothing they could do and told me to call the store as they have full discretion over same-day delivery orders. So I did. One store manager told me my order had been ready since that morning and waiting on a DoorDash driver. I asked if a driver was even assigned or coming, and she said the equivalent of, “I don’t know” and “There is nothing we can do.” Then, she told me to contact DoorDash myself. Am I wrong to think this is unreasonable?

I didn’t place an order through DoorDash. I used Sephora’s app, paid Sephora’s delivery fees, and expected Sephora to be responsible for fulfilling what they promised. But now I, the customer, is the one being told to track down and deal with Sephora’s third-party service? When I pushed back, the store manager tried to deflect again and told me to call customer service, which is exactly who sent me to the store in the first place. She tries to convince me that, because I placed my order online, customer service is responsible for the order.

I cannot see how Sephora values customer service when they are so keen on passing customers around when they do not have a solution to a problem. When I asked for an email to escalate the issue, a second manager, Anita (apologies if I misspelled), stepped in. I appreciated the sincerity she showed in going over the pick-up options and it generally sounded like she wanted to help. But I was horrified to learn that same-day delivery issues are a recurring problem. She told me she’s escalated the issue numerous months and nothing has changed. And she couldn’t give me an email or contact to escalate further. Just... call customer service again.

So basically, when same-day delivery fails, Sephora offers no accountability, and no resolution. Maybe it’s not worth getting worked up over a day or so of delivery delay, but I am anyway. I know not everyone will run into this. I’ve had great experiences before too. But when the system breaks down, there is no safety net. If something goes wrong, you’re on your own. And based on what I was told, this issue has been going on for months unaddressed.

So tell me, Sephora, is this what customer care looks like to you? Are you really okay charging people for a service you can’t guarantee, and then refusing to take responsibility when it falls apart?

[TyleehaBT]

@ttinaa02  I'm sorry to hear this happened to you. I would like to ensure that this feedback is appropriately addressed. However, It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service