Why is my account flagged?

[SalmaEl]

Let me preface this by saying that I purchase alot of my most expensive make up from sephora.

I ordered a limited edition PMGL palette, it arrived faulty and now the whole thing is starting to come apart. 

the week after I ordered a Tom Ford Private blend Perfume 100 ML, the box and bottle showed up with scratches and smudges all over (this was a mothers day gift btw)

I called now to explain over the phone that I currently live in a "red zone" which means we have a strict curfew and are only allowed to leave our homes for essential reasons or work, I was met with the utmost disrespect, this CS rep could not get rid of me faster over the phone, I normally have great CS when I call, however the last 2 times I spoke with sephora reps were difficult and that is putting it politely.

I was that my account was "flagged for too many reships" mind you there was only one reship done and I had to fight for it because they said it exceeded a certain price cap, and I spend a considerable amount of money on sephora purchases. the rep asked me point blank "if you find our products problematic why are you buying from us and not directly from  the supplier" I explained to her that a) I already am migrating most of my purchases, especially PMGL and other expensive products to the supplier directly albeit at the cost of longer shipping times, at the very least I can guarantee the products shipped wont be faulty or damaged goods, and b) if I'm spending all this money, making the choice to put MY money in YOUR business, and when requesting customer service I am told to kick rocks elsewhere and that I am being penalized for it in the form of an account flag and more difficult resolutions to my problematic purchases, then yes I will be taking my business elsewhere given that its clear you dont care about loyalty in your consumer base

when I say this individual could not care less, I am not exagerating.

at this point, I will no longer be making any purchases I can get elsewhere from sephora. 

Like, being VIB rouge is basically maningless you spend 400$ + on a single product and it arrives looking like absolute trash and you're told to risk going to a crowded walmart to print a retun label or to travel all the way downtown when everything around you is in lockdown to return an item  you spent an arm and a leg on because the nearest sephora doesnt carry it and your wellbeing is irrelevant to some CS rep clearly just clocking in and out of her job and couldnt care less about your hard earned money or the condition of the city you live in amidst this pandemic. great to know sephora just blatanly couldnt be bothered, just wants to keep money spent on supposed luxury items that look like they fell off the back of a truck.....

[SalmaEl]

FYI - for anyone reading this thread

1- After running after the CS in the comments for over a week now, she essentially only responded to me when I called her out on the public forum but whenever I responded to her in private she would ignore my requests or messages. Sephora hires CS people to pretend they're solving your problems in public but continue to provide unacceptable CS in private. 

2- the conclusion: your account is flagged we can't help you anymore, because we've helped you  too often

the reason why my account is flagged is because I received a damaged Tom Ford 100 ml perfume. it cost me over 400$ CAD. when I unboxed it I was SO disappointed, it was a mothers day gift, to my mother who was just recently diagnosed with alzheimers, the smell of jasmine reminds her of a Jasmine flowers we grew in my home country and I wanted to give her something for mothers day that would remind her of this specific scent. I tried explaining this to several CS reps until the outsourced team escalated it to a manger who despite being utterly disrespectful agreed that as long as the original purchase was returned once the curfew in my are is lifted that he is happy to reship a replacement. there was no mention of a flag or a penalty of any kind. As a consumer I have rights, I have the right to know if a company flagged my account in order to no longer offer me helpful service while continuing to send me faulty items. I can not tell you how many things I received from sephora that were clearly used, broken, scratched or dirty. its embarrasing that sephora even calls this customer service, this is really just scamming people out of their hard earned money. Im done shopping here, there is literally nothing I can get at sephora I cant acquire elsewhere. this is incredibly disappointing. 

[Kaciekilljoy]

Good luck let me know if they actually help you. The same thing kind of happened to me but I got an email saying that they would no longer help me with reships or broken items due to helping me in the past. They told me I was shopping online at my own risk from now on. The customer representative I talked to said that after they help you six times in your entire lifetime they don't help you again for a year. Sephora's customer service is definitely gone downhill. It's really sad to see when some of my favorite beauty brands are carried here but I'll just shop from their actual sites from now on instead.

[SalmaEl]

The rep in the comments keeps pretending she's helping on the post but in my dms she's no longer replying..... sephora CS is definitely not what it used to be and that is putting it mildly 

[JaneanBT]

Hi @SalmaEl,

I and sorry to hear about your experience and I will send you a private message.

Best Wishes,

Janean

[SalmaEl]

You asked me for my order number that I provided, and you haven't responded since. I assume that you, like the rest of spegora CS, will not be actually assisting me. It's already unacceptable as it is to spend 400$ or 500$ per order, and be told that if I receive a broken item that its tough luck for me. On top of this you only respond to the public forum comments to get me to communicate in DMs but in reality you're just trying to take this conversation offline so that you're not liable to public exposure for shadey practices. I am a consumer with rights, if every other purchase I receive from this company is a faulty item, and I request a replacement or exchange and then get penalized for the way you store your inventory that clearly causes damages in items people buy online, or receive abysmal customer service in return, I won't be shopping with sephora anymore, and I'll make sure I get as many people in my circle on board as well ...

[SalmaEl]

You haven't  sent anything....