blocked from live chat??

[emilyminix]

I put an online order in a little over a month ago. about a week or two ago i reached out to customer service via live chat and they told me my package was 'lost' and that they could not replace some of the order due to items being sold out. fine. so i get a refund on the sold out items and get a new shipment code for my new package with the things i ordered before that are still in stock. they STILL have not even put that package together and i've been waiting over a month for this whole order. this is literally so ridiculous and unprofessional.

so today im sitting here at work with a Sephora tab open all day waiting for the 'live chat' to be available so i can ask why my package has not even been shipped yet, which live chat has not been 'available' ALL DAY (its literally a Wednesday). is it possible they blocked my account from bing able to use the live chat option? I tried to google if this was a thing anyone else had dealt with but no one has as far as i can see.

this whole thing is very annoying, inconvenient, and frustrating.

[DaneeBT]

Hi @emilyminix,

I'm so sorry for this experience! We've experienced a high volume of orders and we're working to have all orders shipped as quickly as possible. You will receive an email confirmation with tracking once your order has been shipped. I sincerely apologize for the delay receiving your order.

Additionally, I'm sorry to hear you haven't been able to get in touch with one of our Live Chat representatives! If you are unable to get in touch with them, you are always welcome to contact us here on BIC, Facebook private message, Twitter or Instagram DM and we'll be happy to assist you. Alternatively, you are welcome to contact us via phone at 1-877-737-4672. 

I understand this is frustrating and I apologize for the experience you've had with us.

Always,

Danee

[emilyminix]

you are no help here maam. im gonna need my order to be pushed up. my original order was in november. if i wanted to wait over a month for my stuff i would've ordered from shein.

[emilyminix]

wow! suddenly live chat is working and i got in touch with some one in under 1 minute. so i definitely was blocked. 

[rugtfkljhrgbjfh]

I am blocked from the live chat as well, SOOO annoying because I have a few questions on products myself, If a representative sees this...PLEASE UNBLOCK ME!!

[DaneeBT]

Hi @rugtfkljhrgbjfh

Sorry for the confusion. We do not have the ability to do this. If the live chat is showing as unavailable, it is because all of our agents are assisting other clients or it is outside of our live chat hours. I will send you a PM to further assist.

Regards,

Danee

[leilaj21]

Hello I've also been blocked from live chat. I've been trying to get in touch with a beauty advisor, but for the last 2 - 3 weeks I've been unable to ask questions about certain skincare/makeup I've been interested in. I'm disappointed. If anyone see's this please unblock me!!!

[DaneeBT]

HI @leilaj21 Sorry for the confusion. We are not able to block clients from accessing our live chat. However, it will show as unavailable if all Beauty Advisors are offline or assisting other clients. You are welcome to check back later or you can send me a private message with your inquiry if you need assistance. Thanks!

[leilaj21]

Okay then well if you can't block people then how come I haven't been able to access live chat for 3 weeks??