Quitting Sephora

[fashionista]

Enough is enough! I am writing to provide feedback on the terrible customer service experience I've been having at Sephora. Today I received a package from Sephora and the two free samples that I chose were not in the package. Instead, I only had one sample in the box, which I didn't choose. I understand that some samples may be unavailable but for both samples to be unavailable and to only receive one sample which I didn’t even select is very disappointing.  It was already disappointing enough that Sephora went from giving three free samples to two samples, but now I don't even receive that.

When I raised this issue with customer service, I was offered 50 Beauty Insider points, which personally I find is insufficient for the inconvenience. I've had a few back and forth emails with customer service about this and they were getting progressively more rude with each email. This is the third time I've had an incident of this kind (samples were damaged or missing). With previous incidents, I was offered 200 Beauty Insider points for my inconvenience, now it's gone down to 50. When I asked about this issue, they said they can't offer me more points and when I mentioned that I was compensated 200 points last time, they said those points compensation are based on total amount spent (which makes no sense because this is compensation for the inconvenience, not points I earned on the purchase). When I asked if I could raise this issue to someone else not because of the points but because I think there has been some recurring problems with my online orders, I was ignored.

I find that the level of quality control and customer service at Sephora has decreased over the years. I used to love shopping at Sephora not only because of its great selection of products, but also because of its wonderful customer service and great return policy. The return policy has been reduced now to 30 days, which for someone like me who is away a lot, is not convenient. Also, I find shopping at Sephora stores no longer a pleasant experience as the staff are generally very unfriendly and unhelpful, which which is why I switched to shopping online but even then, the results have been mixed. After being a loyal customer for over 10 years, I find that Sephora is no longer the company for me. I'm going to spend my money at a company that values me as a customer (which there is no shortage of) I just wanted to provide this feedback to Sephora so that they could avoid losing more customers in the future. 

[Rachel22456]

It seems to be the policy now that customers with a missing sample are given 25 points. I also think that this number of points is too low.