unsuccessful orders,subpar customer service

[Anonymous]

I've tried twice now to order online from Sephora, both times unsuccessfully. The first time, order was never delivered. After 2 phone calls to customer service (with 30+ minutes of hold time each), I was told that my package was lost and I needed to dispute through my bank. The second time was last week. I got a confirmation email that my order was successful, and would get another when it was shipped. I never got a shipment notification, so checked my order status through the app. It was labeled with unsuccessful authorization (even though there is both a charge and then a credit in my checking account), and so cancelled. Thanks for letting me know (not) so that I could fix whatever the problem was. And then my items that I wanted were sold out. Sephora should be thankful that their store managers do such a stellar job in hiring an amazing staff for their retail stores, because otherwise I'd be taking my business elsewhere. I'll not be using the online entity again. A 100% failure rate is unacceptable.

[RaquelBT]

Hi @Anonymous,

I'm very sorry to hear this. We do not charge for any cancelled/unsuccessful orders and if you see any pending charges, they're from the failed order attempt. We reverse the charges and your financial institution should drop any pending charges within 3 to 5 business days. I'm going to look into this for you and send you a private message shortly. 🙂

Best Regards,

❤️ Raquel

[Anonymous]

It's entirely possible that my bank decided not to discuss funds for an online charge to Sephora since they've had to spend time and money dealing with a transaction dispute that should have been an easy refund on your end (when I'm informed by customer service that my package is lost, there shouldn't be anything to dispute). The real issue is a lack of communication on a failed order. An email should have been sent letting me know there was a problem, and holding my order while the issue was fixed. Instead, the whole order was cancelled without any notification that it had been done. Unprofessional, and I expect more from such a successful company.

[RaquelBT]

Hi @Anonymous,

I sincerely apologize about this. I sent you a private message yesterday with more information. To view your private messages: Go to 'home' page; click on 'bell' icon; see default drop-down menu w/"Notifications" highlighted; instead, highlight & click "Messages." Please feel free to reply for further assistance. Thank you.

Best Regards,

❤️ Raquel