Online customer service

[candyciss]

Can anyone help does anyone know the number to the home office or a way to get ahold of a manager? I have ordered online about four times. The first time was great ordered a couple of lipstick. The second time  problems I ordered a perfume sampler for a Christmas gift just for it to get here then realized that I could not get my bottle of perfume from the store in my town,its inside a c pennies but they sell it at the store.turns out the one that they sell online is different than the one in my store so customer service wanted me to mail it back to them,tottaly messing with my Christmas. But I called the store and they said bring it in and that they could exchange it for the correct one.Why couldn't customer service online tell me that I could take it to my store instead of mailing it back and waiting all that time for the return to process. Now I just made another order on December29 and it should arrive today but there is no tracking available.so I emailed customer service and asked why I can't track my order yet. I mean it is due to be delivered today but still not even tracking.So they write me back to tell me that they aren't able to track it and explain the whole ordering process and then say if it doesn't come in on time today get ahold of them again. But I asked why I can't track this order. Anyway it is still not here today. I have flash shipping and am a vib insider. I am very unhappy with the online customer service. This is a good company and I enjoyed shopping in their stores but online sucks plus as mentioned by others I order online for the free samples and I don't get the samples that I asked for.Sephora is saposed to be a top of the line store but online they have dollar store customer service !!!!!! Need to tell someone in management but can't get to them the last time I called in and asked to speak to a manager the Lady helping me said that her manager was too busy to talk to me !!!! Really to busy to help a loyal customer??? Wow that's all just wow !!!! It's like two different companies sephora in store and its the dollar store online with exstreamly jacked up pricess!!!!! PLEASE someone help me get in touch with someone who can help me.

[JamilaBT]

Hi @candyciss. So sorry about this. I will be sure to send you a message.

xo, jamila

[candyciss]

Thanks for responding to me. I still have not gotten my order and understand that at this point it is due to the inclement weather. I did receive the order that I ordered the day after the order I was complaining about.And I didn't get any of my samples. Not a one out of three  that I requested. There have been several complaints about this situation up here.I could understand if they were out of a sample,then substitute another one for what is out of stock.But to not get even one? Shows to me that whoever packed up my order didn't care about what they were doing. And I respectfully request the you mail them to me again.Maybe if the company has to spend extra money reprocessing samples and mailing them out separately,then they will make sure to pack the samples the first time.It's not professional to offer three samples to your customers if you're employees are not going to put them in with the order.Sephora is a great company that I love but this online customer service and the shipping department are not up to Sephora standards and are probably making you lose more customers and money than you realize. Please contact me asap with some solutions to the problem with my order samples and maybe what you intend to do about all of your other customers that have had this problem before me. Thank you.

[candyciss]

Thanks for responding to me. I still have not gotten my order and understand that at this point it is due to the inclement weather. I did receive the order that I ordered the day after the order I was complaining about.And I didn't get any of my samples. Not a one out of three  that I requested. There have been several complaints about this situation up here.I could understand if they were out of a sample,then substitute another one for what is out of stock.But to not get even one? Shows to me that whoever packed up my order didn't care about what they were doing. And I respectfully request the you mail them to me again.Maybe if the company has to spend extra money reprocessing samples and mailing them out separately,then they will make sure to pack the samples the first time.It's not professional to offer three samples to your customers if you're employees are not going to put them in with the order.Sephora is a great company that I love but this online customer service and the shipping department are not up to Sephora standards and are probably making you lose more customers and money than you realize. Please contact me asap with some solutions to the problem with my order samples and maybe what you intend to do about all of your other customers that have had this problem before me. Thank you.

[ZakiyaBT]

Hi @candyciss,

I will send you a PM for further assistance.

Best,

Zakiya