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Sephora Complaint - Sephora -- worst phone customer service in history, cheat on shipping fees
Sephora Complaint

Sephora Complaint


Sephora -- worst phone customer service in history, cheat on shipping fees

Placed an order with Sephora online -- that's easy.

Really needed the products because I was leaving on a trip and only had a one-day window at home to pack.

Order large enough to get free shipping. BUT since I needed it pronto, paid extra for one-day shipping to get it here on the one day I'd be home.

Received email from Sephora on a Friday -- this is to confirm your order HAS SHIPPED.

Paid for one-day shipping -- it will arrive on Monday, I think. Whew -- just in time to get home late Monday night, pack on Tuesday and leave that afternoon.

Home Monday night - NO delivery.

Call Sephora Tuesday a.m. to say -- I don't have my products.

ASSUME of course they will immediately say (as would Nordstrom's or any reputable company) we are sorry, we'll refund the shipping charges.

First customer "service" rep spent 5 minutes making me repeat every detail of my account and my order. May I place you on a brief hold . . . . LOUD rock music for several minuts. She comes back -- well, er ah -- I said OK, cut to the chase. Refund the shipping (since she never offered). Well, may I place you on a brief hold . . . . Back in a few minutes, asking for MORE info . . . I said OK just transfer me to a supervisor, and click. She hung up.

CALLED BACK and immediately asked the customer "service" person for a supervisor. My voice should have been a give-away -- this customer (who orders from us all the time) is upset. Well first she needed to confirm some info. She WILL NOT connect me with a supervisor until I go through the same drill I did with the other "service" person, even though she admits all of the details from the first call are right there in my record. Then on hold again, waiting for the supervisor. BUT NO --then she comes back and wants to confirm more info -- at that point I said Do you not have any supervisors who work there? Is that why your service is such a mess? Well, she says, there are no supervisors available right now. She finally says she can refund my shipping fees herself. Well, why couldn't the first operator do that?? She isn't sure. So final comment -- she will AS A COURTESY refund the charges. Really? They charged me for one-day delivery -- clearly only paid for two-day, so they make a profit. I don't have my products -- have to drive 20 minutes into two and go through a mall to get to a Nordstrom's store to buy what I need, when I have a plane to catch -- and Sephora tried to charge me for something they didn't deliver -- and it's a COURTESY to me to refund the charges? And I am a regular customer? My final comment to her is that it must be nice that Sephora has so much business they don't care about losing customers and creating angry people, and that their customer "service" people must not be too worried about employment, if they do such a lousy job of actual serving, not insulting, their customers.

Had a similar problem with Amazon a couple of weeks ago -- the nice guy on the customer service line resolved the problem, suggested a refund and a credit, and did it -- all within about 90 seconds.

If Sephora wants to play in the online retail market, they sure need to learn best practices.

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