Phone call to customer service a miss :(

[deemishl]

I am going to give this one more shot. I have honestly... been struggling deeply with my Sephora relationship. I have always been deeply loyal to the store and in recent years began to take my purchase power seriously and made sure to make rogue and spend probably thousands of dollars annually at what is my favorite hobby and pastime. But as you can see in posts I made to you starting some time ago..the service I used to be able to count on every single time I dealt with you as a company just began to fail. I shop with you online primarily because I have a sick child at home and your store is an hour away, and my main goal is to try new things. So I LOVE your beauty rewards and points system and in particular your samples. I'd rather receive that than money off. Its part of the fun and learning. But starting last Fall, I simply failed to be able to receive any of the samples I requested online. It went from frustrating to heartbreaking as I would request the same items week after week and you were still offering them so clearly you chose not to send them to me, and it was awful to understand why because other women reported receiving it the same day. and the next. i also religiously began to purchase the play box hoping it would fill in the blanks and instead like many VIB rogue shoppers found my box many times lately filled with the items you already sold to me with my points and as beauty offers. It seems as though the computer can so easily keep track of what I receive from you already. I am not very picky actually, I like SO many things, just love them to be different. I have tried to discuss this gently and thoughtfully with CS at times but gave up. Then in the last three months, I just really have had a catastrophe. You encourage us to find new foundations! So i decided ok, ok I will try. I drove all the way to store only to have a very young employee mismatch me twice in a row and ended up returning both suggestions she made both Nars and HD stick. And I had to go back to my standby Armani and match myself and since have received SO many compliments. Its just great stuff for an aging face. worth the money and I told them that in store... price was no object but I needed it to suit my old drying skin LOL! Well this week I got a message that my playbox would not arrive as my payment was rejected. My atm had been stolen last week so indeed I had forgotten to update this. I have two backup cards on file but sephora failed to use these. So i went online to try and fix this and much to my horrorI had negative points. From all this foundation experimentation and the purchases I made surrounding them. I was really sad. I spend so much money with Sephora and yes i love using my points to purchase things but so often now i add something from rewards to my order and it is out of stock before i send the order so its tough to get excited. This made me mad. I ordered so much and returned so much i couldnt keep track of the points. But really? To let me go into the negative after mismatching me twice and forcing me to do it myself and buying your most expensive foundation and some eyeshadow too boot. And I almost decided to just forget fixing the playbox out of frustration finally, but a huge. spoiler posted about aprils box 427 and it looked so great I decided nope im going to call customer service and just talk to them to see if they will help with anything. Well i told them ALL of this. They talked to me about the foundation etc and explained the complicated points situation. They apologized and said yes you are very loyal and we'd like to fix the points situation. But i said ok and i appreciate this, but as mentioned before what id more love is to have new product to try.. can you help me receive this april box? Could I even purchase it and you help me fix my debit card in there. I was on hold a lot time as she said maybe yes. Well she came back and no, they could sell me a box but no one knows when it would be from. She is sorry, but can add my card and my May box will come. Sigh. Not a good resolution but its something. Im thinking well with my resolved points i will redeem something at the sale this weekend? But we hang up and my points never even got adjusted. I took up this huge call explaining all of this and basically nothing got resolved. it became my fault a thief took my card from a bar one night and I had to fight to get things straightened out. Thats ok but Ive had to work so hard every time a Sephora employee reaches out and says Dana we'd love to help just be specific about your experience and site the order. Well I used to order from you on a WEEKLY basis last Oct etc. I tried to talk to everyone but I don't like being negative as Sephora has been one of my favorite memories growing into makeup and looking for that box in the mail has always been such an exciting moment but Im starting to lose that feeling. I guess Im trying to communicate to you guys before its too late. Thank you for any attention given to my situation. 💕

[DeeDeekitty]

I am having problems with my order and bad customer service too 

[keelybt]

@DeeDeekitty I'm sorry to hear that! I will send you a PM for more information. 

[deemishl]

I wanted to add to my own thread here... because Sephora's customer service contacted me regarding my message. I feel that while I won't have time to outline every details of their efforts.. its really important to acknowledge when customer service makes an effort to correct a situation or help a disgruntled customer. My situation had built over a long period of time and was the result of a lot of shopping experiences and different unlikely scenarios, so I feel that they really listened here and did a good job of resolving my concerns. I don't always expect one on one attention from a company of this size but I feel grateful for the effort they made today and wanted everyone to know that they reached out and worked with me and went above and beyond to reassure me and while they could not magically give me the samples I had missed nor the playbox I desired as that isn't realistic... they worked to offer me some other samples to try in replacement and for me thats a big part of my mission as a Sephora customer. Thank you Sephora!

[keelybt]

Hi @deemishl I'm so sorry to hear about your recent experiences! I will look into this for you and send you a message with more information.