What's happening to Sephora?

[megfowler]

I've shopped at Sephora since it first came to Canada, and regularly in the US once I moved here. I've spent thousands of dollars over the years, if not as much as a makeup artist or devoted experimenter might. I've noticed in the last year that Sephora's customer service promise has fallen off significantly. I am a VIB, and subscribe to Flash 2-Day Shipping. Sometimes things arrive just fine, and sometimes there's an un-accounted for delay that no one in customer service can/will explain. Sometimes the samples and rewards are there, and sometimes there's absolutely nothing I recognize having asked for. Sometimes the packaging is fine,  but other times things are rattling around and the boxes/packaging look abused. I never know what I'm going to get. 

More frustrating than this, however, is Sephora's inability to keep track of their inventory. I've had items cancelled out of my orders that are still showing as "in stock" on the site, and strange delays on a portion of my order (including my current order, which has stretched out into almost a week waiting for the last item in it to ship, and tracking still hasn't gone live. 

I get emails constantly wanting me to buy! and check out the rewards! and get more stuff! but then the customer service people seem inconvenienced by your desire to have what you paid for. I'm not sure why this is happening, but I hope Sephora takes a look at their logistics soon, and makes some improvements.

[RaquelBT]

Hi @megfowler,

I'm very sorry to hear this and appreciate you taking the time to leave us this feedback. I'll be sending the information you've provided to the appropriate department to make future improvements. If you're experiencing any issues on a specific order, please feel free to private message me details and your order number, so I can assist. Thank you.

Best Regards,

❤️ Raquel