Poor Customer Service

[Annrose]

I've been a Rouge member for years and never had issues ordering from Sephora's website until this year. Back in January I ordered products and after 22 days with no delivery or tracking information I call customer service to determine where the packages were. Customer service cancelled the original orders and resent my order which arrive 10 days later. I was happy. I have had multiple orders since then. Friday I had notification that my package was delivered but I didn’t receive the package in my mail box. When I followed up with customer service I was told “ we graciously accommodated similar instances in the past, we are unable to accommodate a replacement or reshipment for this order” I followed up with Canada Post and my package was delivered today. On the label, from Sephora, my house number isn’t clear and it appears that a mistake was made with delivery. I spend a lot of money at Sephora for years and never had issues. I did sent another email about the response I received and what was being implied. Today the customer service representative told me “I would like to suggest that you visit our stores in the future to be certain that your orders are always correct and you are receiving just what you ordered” funny given we are in the midst of a pandemic!! They referred to me as a loyal client. I am not anymore.

[DaneeBT]

Hi @Annrose,

I am so sorry to hear about your order experiences! This sounds frustrating and I'm sorry to hear about the issues receiving some of your packages. If you would like to discuss this further, please contact us via phone at 1-877-737-4672. Thank you.

Always,
Danee