Problems with your site and app

[MidnightDreamer]

Your site is not working 99% of the time for me.  I get endless error and time out loops on your computer site regardless of the browser and YES, I clear cookies.  9 times out of 10 I have to go to your phone app just to make an order but today my app logged me out and wouldn't let me log in.  I got an error code EVERY time I tried to log in.  

So, I email your people in CS and get (10 hours later) a sorry but it's your fault not ours...  Which is not true and pretty lame considering I'm the paying customer.

My husband just happens to be a CALTECH computer guru software CTO for a tech company and he looked up your site and you have endless coding problems on both your web site and your app.  He fixed YOUR problem for me but it will probably happen again as in his words, you have poor tech code written and loopholes that shouldn't be there in your code.

Bottom line, not only was I unable to order what I wanted as by the time I was able to log in what I wanted was sold out (AFTER WE FIXED YOUR CODE OF LOOPING RE-DIRECT ERRORS) I got a rather nasty note from your CS people basically telling me "tough luck."

I recently had a horrid experience in your Old Town Pasadena Store returning a brand new item I ordered online and I did have the receipt and the cashier was clueless on how to do the return and then the manager LECTURED me on my return, that she was doing me a favor accepting my return because it was just a few day over 30 days since I ordered it and if you add in the shipping days I didn't actually have the item for that long...  brand new and with receipt. She was beyond rude and mean to me.  Meanwhile I've been told by other stores that there should have never been any problem returning the item in the time I did with the original receipt.  In fact no less than 3 other Sephoras have told me not to shop at Old Town Pasadena as the employees there are known for their rude manner to customers!

Add in the absolute rude and unhelpful reply by your email CS today.

I've been VIB ROUGE for years and in the last year I've been treated rudely both with your phone, email, and in-store employees.  Do you not value my patronage?  I can easily take my business to Nordstroms where they give cash back notes for my shopping.  

What has happened to your company? Sephora has gone downhill so fast in the last year with online items arriving damaged, rude CS, and broken code on your web site and app.

Very frustrated with your poor service.

[LaurieBT]

Hi @MidnightDreamer,

I'm very sorry for experience, and thank you for sharing your feedback with us. I will share your feedback regarding our website code with the appropriate team. If the website issues have persisted after clearing your cookies and cache, I recommend accessing the site through a private/incognito browsing mode, as this can be helpful.

Also, I sincerely apologize for the experience at your local Sephora store, and with our Email Team. We value your feedback, and I will send you a private message requesting more information so I can assist best. Thank you.

Warm regards,

Laurie

[Kararuth]

The android app isn't working for me it keeps giving me an error when I try to view products. It has been this way for a long time. Also, one of my computers is having trouble and the other isn't. All three devices are on same network, I clear cookies, have reinstalled on mobile. This is ridiculous.