NEVER EVER again shopping at Sephora !! SO ANGRY!

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#61
Almost everything I buy from Sephora I buy online, so I have tons of orders from them every year. I can only think of two instances ever where the order was missing an item, and only one time where a nail polish bottle was leaking. Each of those times, Sephora was extremely helpful in fixing the order. I've never felt like they questioned my intentions in dealing with the issues.

I know we don't have all of the facts since OP hasn't returned to the thread (and I'm certainly not accusing OP of anything), but it reminds me of something that my friends used to do when we were younger. Someone would place an order for nail polish (or something like that), and when it arrived, they would call and say it was broken in transit, and the company would send a replacement. Then they would have duplicates of whatever it was that they ordered. (I think it only happened a few times, because I would imagine they would have been banned if they had done it more often.). But perhaps this is what Sephora feels like is happening. And if OP is having that many problems with so few orders in such a short amount of time, I can see why Sephora would jump to that conclusion.

And assuming that is not what OP is doing, perhaps the entity to address the problem with is the carrier and see why packages are being delivered in such an unprofessional manner.
 
#64
Quite honestly, I think there is more to her story that she isn't telling us. I bought a lot of stuff from Sephora online as well and their packaging is always great. Maybe the reason Sephora banned her is because she is probably doing something that is against Sephora's policy.

Im also more suspicious at the fact that she haven't even come back here to tell us what is going on.
 
#65
xnanaxkookiex said:
Quite honestly, I think there is more to her story that she isn't telling us. I bought a lot of stuff from Sephora online as well and their packaging is always great. Maybe the reason Sephora banned her is because she is probably doing something that is against Sephora's policy.

Im also more suspicious at the fact that she haven't even come back here to tell us what is going on.
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It seems very odd to me that this person started this huge thread and never came back....even if a lot of people on her seemed skeptical of her story....
 
#66
LoveMyMarc said:
I don't think that's really anyone's business how much OP spends. ;)
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Except $3,000+ in 2.5 monts at Sephora seems suspicious without further explanation. Especially when combined with multiple missing or damaged deliveries.

Can you think of anyway to do that that doesn't involve something companies don't like (reseller, etc.)?

I can't, but I usually shop in store so maybe I'm missing including some things they carry in an expanded online selection.
 
#67
bostonte said:
Except $3,000+ in 2.5 monts at Sephora seems suspicious without further explanation. Especially when combined with multiple missing or damaged deliveries.

Can you think of anyway to do that that doesn't involve something companies don't like (reseller, etc.)?

I can't, but I usually shop in store so maybe I'm missing including some things they carry in an expanded online selection.
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Ever go to Makeup Alley and check out some of the haul/stash pics? Yeah, it's not that difficult to rack up a few thousand at Sephora.
 
#68
bostonte said:
Except $3,000+ in 2.5 monts at Sephora seems suspicious without further explanation. Especially when combined with multiple missing or damaged deliveries.

Can you think of anyway to do that that doesn't involve something companies don't like (reseller, etc.)?

I can't, but I usually shop in store so maybe I'm missing including some things they carry in an expanded online selection.
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Last year, during the Friends and Family sale and then the VIB sale at Sephora, I probably bought at least $2,000 worth of stuff in less than a month. (I do it because I like to stock up while everything is on sale.). But I've never had an issue with them thinking I was reselling or anything like that, so my guess is that it has more to do with allegedly missing or damaged items.
 
#69
Just got my first online purchase (I typically shop at the store 2miles from home). It was very very well packed and in a box marked Fragile.

I suspect that continued calls with issues and the likelihood of replacements being sent out repeatedly was the cause of this. Think about the cost Sephora was incurring on frequent issues from $3000 worth of purchases - the free product, shipping costs, not to mention the headcount it takes to service the customer and pack the replacement box!
 
#71
flyawayfishey said:
Sephora has wonderful customer service! I find it really hard to imagine them treating someone this way! Maybe exchanging the products in store would be more suitable?
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She claimed she never returns.. I believe it was all issues with missing samples, damaged boxes and the like.
 
#72
Dollie said:
New bandwagon to hop on: Luxury clothing and accessories.

Instead of buying expensive makeup, I will now be focusing my spending on high end luxury clothing and accessories only.

I had a terrible experience with Sephora today. Their customer service was HORRIBLE. I will no longer be shopping with them. I cannot believe the way I was treated. I've spent $3000 on Sephora over the course of the past 2.5 months and THIS is what I get?!

So here's the story. With the recent orders, my orders came with missing samples or damaged products. The order I received today was particularly damaged. The whole box was damaged. It has a hole the size of a adult sized palm. Obviously, I called customer service to tell them about this. The first lady I spoke with wasn't very helpful so I asked her to transfer me over to her manager. After waiting forever, this guy Steve picked up and said, "You know, maybe you shouldn't shop online anymore. It seems like there's always something wrong with your orders recently and there's nothing we can do about it." I was like, uh, okay. He then went on and said that they will be filing a claim with UPS for the damaged package. I asked him to email me a copy of the report please. Then he was like, "Anything else I can help you with today?" I said, no, thank you, that would be all. He then said, "From today forward, you will no longer be able to place your orders with Sephora online." I was like, WHAT? WHY?! He was like, because your orders are always getting messed up and there's nothing we can do about it, so you can't order from us online anymore. WHAT?!?!?! Why do I get penalized for somebody else's fault!? He said, "You have been banned from shopping with Sephora online, goodbye." WHAT?!?!?!?!!? Ladies, tell me, is this natural? Do store managers have the authority to unreasonably ban you from the site for no reason? Has anybody ever encountered or heard of anything like this? I don't understand HOW or why this could happen!!
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I can fully relate!! Here is my recent Sephora experience.

I can not order many of the products I want online or buy in store because they are not sold by Sephora Canada. So I have to have a girlfriend buy them for me in the USA and then mail them to me. Because you are able to return in store (even american purchases) it worked out well. Over the course of a year I spent far more than I am willing to publicly admit. I made two returns in 6 weeks (one of $120 and one of $70 dollars). Not exactly big returns. On the second return the manager pulled me aside after it was done and showed me something she circled on the back of the receipt. It said that returns were subject to store discretion and that I had taken advantage of the policy and that they would no longer do returns for me.

I commented on the sephora website and they told me that "all online purchases could be returned in store and to speak to a manager if they wouldnt let me". I called customer service number and was told that they only dealt with online issues and hung up on me. I then called back and got a non toll free number to call for head office. I called 7 times in three days and they never returned my messages left on machines. Then, they DO call me back, I am not there and they leave a message saying that they were sorry for my bad experience and to call the toll free number on my sephora card to speak to customer service. Took ANOTHER day and a half to get someone to call me back a second time. I was told that it was in the stores discretion to refuse returns and that it came out of their budget so for small stores it can become too much. I said that if that is the case, they need to stop having the customer service online and over the phone say that all returns can be made in store. I was told that its a rare issue that Canadians have to order in the states and that it was not a big enough issue to change the info they give out (even if its technically inaccurate). Its not a compelling enough issue to deal with. I was actually TOLD that. Then I got an email saying they had credited me 300 points to my account for the issue. WTF??? I have a 45 dollar item that i got damanged, they wont let me exchange it and they think giving me 300 points which do NOTHING and tell me they will continue giving out the wrong info as its not important to be honest if it only screws a few people.

i CAN return things online, but I would have to spend shipping A THIRD time to ship it back to the usa to have her return it!
 
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#73
gottaluvmybags said:
There is an email for BI $15 off $50
A card is in the mail for $20 off $50 for BIV
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im in canada. we dont get anything in the mail (EVER) but im a vib and i got sent an email to bring in to the store for 20 off 50 purchase. I wasnt going to use it (i have been boycotting sephora due to CRAPPY RUDE TERRIBLE servce but i was just given a 25 dollar gift certificate yesterday from my secret santa at work so i figure for 5 bucks id be crazy NOT to use it!!
 
#74
TinksDelite said:
Just got my first online purchase (I typically shop at the store 2miles from home). It was very very well packed and in a box marked Fragile.

I suspect that continued calls with issues and the likelihood of replacements being sent out repeatedly was the cause of this. Think about the cost Sephora was incurring on frequent issues from $3000 worth of purchases - the free product, shipping costs, not to mention the headcount it takes to service the customer and pack the replacement box!
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Don't disagree here by the way, but interesting that the OP

hasn't come back to update or have aditional input on this..
 
#75
hotshot said:
Don't disagree here by the way, but interesting that the OP

hasn't come back to update or have aditional input on this..
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In her defense she seems to be an infrequent poster & the last time she signed into tPF was the day she posted this. Perhaps she was posting to vent & walked away. Not my approach but hey :shrugs:
 
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