SO. MANY. ORDER. FAILS.

[melooh]

Sephora, I am so upset with you. Last month I wrote this:

(excerpt)
“That's seven mistakes in less than four months, and this isn't even a comprehensive list. Items were also shipped at the wrong speed, samples I received were only rarely what I requested, and I didn't go back in time any further than Labor Day.”

I thought maybe you guys just went through a rough patch and would get it together, but I placed an order with you on 1/18 and never received it. I wrote to check on it on Sunday, because I had a sinking feeling it wasn’t coming. I was told it was still being processed, but would be sent out ASAP.

Then TODAY, I got an email saying BOTH items I ordered were out of stock and the order had been cancelled. Are you kidding? It took you a whole WEEK to figure out the items were out of stock? Had I ordered from pretty much anywhere else I would have the order by now. And who knows when those items will be back in stock.

As I’ve said in ALL my other messages, if this was a RARE event that happened once or even twice a year, that would be tolerable. But NINE major mistakes in five months? Come on! This is totally ridiculous. I spend a TON of money at your store. It would be nice if I could actually receive the things I order. Ugh. 

[maryfranw]

It's not tolerable though. A handful of times across the organization maybe. A couple of mistakes for one person isn't ok. And the fact that they seem to be pretty pervasive is terrible. But I tried ordering a weekly wow last week, it was in stock all weekend (was going to order a second one if my mom wanted it), Order was cancelled Monday. Tuesday product is listed as in stock, so I place order again. Order was cancelled this morning. And customer service hasn't replied. I'm hesitant to call because last time I tried to call CS it took forever (and the Rouge line wait was longer than the regular). 

They can, and should, do better.

[melooh]

Yup. It looks like we’re all singing the same song on here. 

[RaquelBT]

Hi @melooh & @Anonymous,

I sincerely apologize about this and appreciate you bringing this to our attention. This definitely sounds frustrating and I'll be sending you both a private message shortly to assist. 

Best Regards,

❤️ Raquel 

[melooh]

Hi Raquel, thanks for getting back to me. I actually replied to the message I received in my gmail account, but I don’t think that’s what I was supposed to do. I don’t really understand how private messaging works on here.

The order in question was number 8687079130. (I know you’ll have to redact that, but I wasn’t sure how else to get you the information.  🙂)

Thank you for your help. 

[Anonymous]

I am getting worried that something is happening to this company. You AND I are not the only ones having these issues. I've been waiting on a refund since November. I keep getting the run-around.