Order Issues

[kirkfan]

Dear Sephora,

I order thousands of dollars worth of product from you, for birthdays and Christmas gifts, not to mention items for myself. You even stopped a hacker from charging me for something I didn't order. Imagine how happy I was and how I spread your good deed far and wide.

Then comes the Rouge event, where I have saved up for the entire year to purchase goods that I think I or family and friends need as gifts for Christmas. With excitement, I sit down, browse around, pick and choose. I hit that order button then patiently wait for the order to arrive. One after the other the shipments arrive. I look on, wondering if I should have ordered anything for myself.

Then comes one order. This is what I ordered:

What I received was far less than this, and some of the stuff i did receive, was opened.

I called Sephora customer service, and they were nice enough, they said they would reship the missing items. Still happy with Sephora.

Then I get an offensive email, blaming me for the items that were not shipped. It also indicated that I would never be able to return anything ever again at Sephora.

Sephora, your customers reach out to you to bring attention to items that you need to address. If an item is not shipped in the first place, then it is your responsibility to address the gaps. Under no circumstances should you be blaming the customer, then putting them on some list that indicates that they are to blame for YOUR shortcomings. 

I completely understand that there are people out there taking advantage, and in turn raising prices. But for god's sake, have a review of the account before sending such offensive emails.

Thank god that there are more options out there on where to find most of the stuff that is purchased at Sephora. It may not be as convenient, but it is out there.

I'm terribly disappointed in you Sephora.

[LaurieBT]

Hi @kirkfan,

I'm so sorry to hear this and I'll send you a message shortly.

Best,

Laurie