Sephora

Love their store locations which have wonderful customer service, and has always been a pleasant experience. I love getting my makeup done there too and the no sales pressure atmosphere. The online shopping/​customer service via phone is another thing. And since this is their HQ’s address, this review is for their ecommerce. Two things that shopping on
has got going for it — much bigger selection (yes even compared to the huge Powell Street location) and you always get free samples and numerous promos when shopping online.
So, I was placing an order with my $ 20 VIB free gift card they sent out, it was the last day it was good for, and on the order page I updated the shipping address, as the default address on file was my old employer. Then I clicked on Beauty Insider (to see if anything good was available for me to redeem my points for, but it didn’t even give me the option to), I think this is what messed up the address change. When I saw on the order confirmation page, it listed my old employer’s address. So, I emailed their customer service email since I noticed they closed earlier and I had just placed the order at 10:40PM. I called the next morning at 7AM PST, and the attitudey CSR said that the order is being processed and can’t have an updated address or be cancelled. What the hell? They never «process» orders that quick, and literally it was just about 9 hours prior. She said that they could put in the address change once I get a shipping confirmation, but that I would have to call back. It seems like their internal operations and logistics are very for a lack of better word, ass backwards! I sent another email to Sephora mentioning this inconvenience. Then I remembered what my hubby told me, «You can always go to their social media channels to complain and get a quicker response within a few hours. After much back and forth over a few days, I did direct message the social media contact for Sephora and she said that it’s been confirmed the new delivery address. Come Friday, my Ontrac is all off, and this morning I saw on Friday there was an attempted delivery but a wrong address reported?!
Ugh…I don’t know if I’ll ever order Sephora online now. Sephora, word of advice — Work on your site, to save the updated address better, work on your internal processes, as this should have been an easy fix as other merchant’s see no challenges with this problem, and three, hire better CSRs.