Category: Other
Brand: Sephora Collection
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forsakenMandrill1
I ended up spending 2 days online begging their customer support team to help me add points from a receipt. I was a first time customer and it was my last time. I would either be given the wrong answer to my question or they would straight up ignore my question. I returned the product and bought the same thing at Shoppers Drug Mart.
drearyLion1
I’ve actually been thinking a lot about how I’m very disenchanted with Sephora lately and figured I’d throw in my two cents. This is long winded…
I’ve been a loyal customer for years and VIB for years. This year I earned VIB Rouge and at first I was very excited. I’ll talk about the status. It’s not worth it. You get free shipping. It really isn’t that big of a deal because just about any 1-2 items at Sephora puts you over 50 bucks anyway. I’ve only had my free shipping come in handy once this year and it was when the UD Ammo Palette was on sale for 16 bucks. I jumped on it and was happy that I could snatch it up and not worry about paying shipping defeating the great deal. However, a few weeks later I tried ordering a Marc Jacobs perfume set that was very inexpensive. I checked out, all was well, I had a pending transaction on my bank account and eagerly awaited my treat. 3 days later I was notified that an error had happened and I would not be receiving my order because the items were sold out. I’ve never, ever experienced that before and I order from Sephora online a lot. I’ve had things removed from my cart right before the purchase transaction because they sold out before I completely finished. Furthermore, they stated in the email that when the product became available again that they would immediately charge my account and ship it out to me. I was iffy about the idea of a completely random charge coming at an indeterminate time, but I really wanted the set, so I decided to let it go and hoped they just might restock a limited edition set. Well, somewhere between 2-3 months after the incident, they actually did restock that particular item and guess what, NOTHING. They never attempted to charge/ship the item to me and I never heard anything back from customer service to let me know the item was back in stock. I ended up buying the item with a larger purchase and again, the item sold out the same day I made my order, but I got it that time with my order over $50. This is obviously a very subjective experience, so take it for what it’s worth. I believe though, that Sephora doesn’t like to ship multiple small orders to customers with free shipping and try to avoid it. If you look up VIB Rouge experiences/reviews online, I’m not the only one who has had similar problems. There are lots of Rouge-ers that say they have had orders canceled and freebie/sample items missing from their orders that they had never experienced when they did not have the free shipping perk.
The other perk about Rouge that I thought I would love was the free full makeup application in store. I’d never had my makeup done by a professional. I was excited to get a good pampering and have someone else do all the work. I had a Supercross event with my husband and I decided it would be a perfect time to get my makeup done. It’s a big event and usually the women there, especially those actually involved in the event somehow, like to wear dramatic makeup, kind of Kat Von D-esque. When I went for my appointment and explained where I was going and what I wanted (dramatic smokey eye) the “makeup artist” went and got a Givenchy sales rep and told her what I wanted and asked her if she wanted to do it. The rep proceeded to use only Givenchy products on me and didn’t do a thing that I asked her to. Making comments about how she didn’t want me to look like a street walker or a stripper. I was quite offended, but being the diplomatic person that I am (lol, shy maybe?) I tried to correct her subtly and restate what I was looking for, but it was like she was oblivious to what I was saying. I ended up leaving the store with a very “subtle daytime” look and even the MUA made a comment that, “all things happen for a reason,” when she saw it. When I got out to my car to really check it out, I was truly horrified by what she had done to me. My foundation was splotchy, my blush looked ridiculous, eye shadow was all over my cheek bones and I had mascara dots all along my lid. Not to mention I looked like I was dead because all the colors she used on me were so unflattering to my skin color/tone. I may sound like I’m over exaggerating, but it’s for real. It was that bad. Luckily, I had taken the precaution of scheduling my appointment early, just in case. I went home and washed off that hot mess and did my own damn makeup.
Yesterday, I went to a private Rouge event, which I thought was ridiculous. I would have much rather NOT had coffee, snacks and ever single person on staff there pushing products on me, and just had a nice 20% off sale or something like that. The high pressure to buy was tangible. I took my 15 year old niece with me and she asked them to show her how to do a proper winged eyeliner and the end result of her “mini-makeover” was insulting to say the least. One eye looked splotchy like the liner pen was running out of product, and the other side was just a joke, seriously, it was a crippled looking line with no wing whatsoever. I was shocked and she was upset that she was stuck looking like that until we could take it off without insulting anyone. I could go on about that experience too, but my long winded review is running out of space.
In conclusion, I have not spent hardly any money at Sephora since my Rouge status upgrade, and do not intend on making Rouge again or even VIB. My loyalties have shifted to Ulta, who, granted does not have quite the high end selection of Sephora, but their rewards program is out of this world. I’ve spent over $1000 at Ulta already this year and have received over $375 actual dollars to spend in store. I like the simplicity of Ulta and how they actually reward the customer with real sales and real MONEY instead of putting on airs that are really of no value whatsoever. Sephora is turning into a farce as far as I’m concerned. They offer no deals, and survive off of hype and image status. Sephora needs to overhaul their customer service before I return as a patron.
wearyChowder4
Interesting to see Sephora Customer Service as a reviewable. Although I shop there often enough, after all, who doesn’t if you use cosmetics, I find the customer service to be lacking in many respects. Why? Perhaps it’s because when I walk into my local one, (its a Sephora JCP), the products that are recommended to me are always the new ones on the shelves. Not products that I’m necessarily looking for, just new products in their store. Isn’t customer service about assessing the customer’s needs and wants? And that’s what I find lacking at the Sephora JCP’s that I go to. Not the free-standing ones tho. There seems to be a difference in the way they are managed.
When I go shopping for cosmetics, I’m not there to waste my time and play with the testers. I know there are people that do that. I see it happen all the time. I go to the store to evaluate whatever product I’m currently researching for myself. The problem I seem to be encountering at the Sephora JCP’s lately is dealing with SA’s that have absolutely no product knowledge of anything that hasn’t been stocked within the last week or so. And their product knowledge isn’t that great, either. It’s minimal. It seems the SA’s see what’s on their shelves, but have to read the labels just as their customers do. So why bother asking them for advice?
The last two times I went into one, I was sorely disappointed. I was shopping for a new BB cream. I told the SA the one I had just finished up and said I was very happy with it, but was wondering if there were any new ones comparable to it. They weren’t sure, so they walked me around the store and showed me all the BB creams in stock and tested them on my hand. (I could have done that myself.) I wanted product info, not color info. I didn’t want to walk around the store, either. I finally told the SA that I was going to choose my original brand, but couldn’t decide between two options within that brand. I asked them to apply the BB cream to my face so I could actually feel the difference in the creams and make an accurate decision. I made my purchase and left. When I went home, I went onto the Sephora site and discovered that the brand I had just purchased had a better deal of the BB creams packaged in a set at a better price. Unfortunately, the JCP store didn’t carry it. So I decided to return what I had been sold, and explained why. No biggie, they said. Sephora is great like that. But it was a waste of my time. Plus, I feel the SA should have been more aware of what the dot com site sells. After all, according to them, they’re a team and they “sell Sephora all the way” as they like to say.
A few days later, the sun kit came out. As a beauty insider, I was sent the email. However, I also knew that the JCP kit was different than the actual one sold in the free-standing store or online. So I went to the store to see what the difference was. I’m standing in the store comparing the kit to what I see on my phone for the difference in price. Three times this SA comes up to me and asks me what I’m doing, can she help me, do I have any questions. I told her what I was I doing originally. I just wanted to see if the JCP one was worth the difference in price or not. I wanted to know which one to buy. She actually had no idea what I was talking about. All she could tell me about the kit was that “it was a great buy”. Really? How about the products? Tell me why the kit is a great buy. I so wanted to tell her to go away and bother someone else…lol, but that would have been extremely rude and I am not that way.
I guess what I am saying is that they hire these robots to sell their products, but their programmed to say things like “it’s a great buy”, “other customers love that product”, “you’ll be so happy with it”, but don’t have substance to back up their statements.
The store is great because it carries products I want. The customer service…eh. I’m seeing more and more people avoid the help when I’m in there, too. There was a time when Sephora JCP SA’s knew their stuff and it was a pleasurable shopping experience. Now, I much prefer going the distance and spending time at an actual free-standing Sephora. I’ve dealt with two JCP ones that seemed to have the same philosophy “we don’t sell on commission, so we don’t have to push any particular product, but then again, we don’t know about any particular product either” versus the free-standing Sephora that I shop where if an SA isn’t familiar with a line will get another SA that will adequately discuss it with me and point out pros and cons of whatever the products are. I have found the free-standing Sephora SA’s to be knowledgable and helpful always whenever I have shopped their stores. They’ve been courteous, professional and friendly.
I’ve worked retail all my life, a number of those years in cosmetics to know how to address a customer’s needs. Sadly, the JCP’s come up short. The telephone reps that I’ve dealt with for their online site are wonderful, btw. I’ve only had to deal with them twice and both times they were astounding in how they handled the problem.
I gave 3 lippies for the overall rating factoring an average for all three. Sephora somehow should ascertain how they can deliver the same exacting customer service across the board for all of their delivery systems, rather than have different policies for free-standing versus SephoraJCP versus online.