The customer support is not helpful at all

[injf]

• Just wanted to share a frustrating experience I had shopping online at Sephora that’s made me not want to shop there again.

I placed an order last week that was supposed to be delivered by Thursday. I got the confirmation email, but the order never shipped. When I contacted customer support, I was told my Apple Pay only authorized $87 of the $94.72 total—so the order never moved to processing.

What’s most frustrating is that no one notified me. I waited for days thinking everything was fine. When I finally reached out, the rep basically said it was a payment issue and offered to cancel the order so I could re-order everything again.

To me, this feels like a tech glitch on their end, and I don’t think it’s fair to place the blame on the customer. The lack of communication and the unhelpful support just made the whole thing worse. At this point, I honestly don’t feel like shopping online at Sephora anymore if it’s going to be this unreliable.

Anyone else experience something like this?

 

[LaurieBT]

@injf, I received your message, but I'm unable to respond as your private messages are not enabled on your side. You can adjust your settings on the mobile browser or desktop browser. Please look for the gear/settings icon. Thank you! 

[LaurieBT]

@injf, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Thank you!