My Sephora Customer Service Experience

wpid-img_20140502_141728.jpgYou might remember my post about my Nail Care Routine, in which i raved about Sephora Formula X Top Coat. I said it was my favorite and the best one out there. I was really happy with it, I recommended it to a lot of people and I was super impressed with a week long chip-free manicure this top coat secured for me. Nails-5-of-13.jpg

Recently though, I noticed a big problem with the formula. It became so thick and goopy that it was impossible to use. The formula would pull and apply so unevenly that I simply gave up. I do know it’s pretty normal for any nail polish to get thicker towards its life end but I paid $10.50 for Formula X Top Coat and I didn’t use even half of it.  The only thing I could do with the rest of the bottle was to toss it in the garbage.

I decided to do one more thing though- to contact Sephora’s Customer Service Team to explain the problem and see if I could get a satisfactory resolution.

First, I emailed CS Department using the Contact Us template you can find on sephora.com. In my email I explained when I purchased the product, how happy I was with the quality of it at the beginning, how I recommended it to other people and how disappointed I was that the formula changed overtime and became impossible to use. The response to my email came pretty quickly but the content of it was pretty disappointing itself. It was just a form letter saying how “my feedback is appreciated and it will be forwarded to the appropriate department within the organization”. That’s it, no questions asked, no offer to replace the product for me or to refund the money. Not what I’d expect from a huge and well established company like Sephora.

I wasn’t ready to give up just yet though. I decided to take one more step and I tweeted about my disappointing experience. Sephora responded right away via Twitter, asking if my experience was related to something that happened a store. I briefly explained the problem and I was asked to send a detailed email. I did so, I explained how unhappy I was with the generic reply I got from Sephora corporate. Randee (the person who was dealing with my complaint) was ready to offer an immediate solution. She apologized and offered to send me a brand new bottle of Sephora X Formula Top Coat at no charge. The same day I received a confirmation email saying that the product shipped. I was also surprised to see that I was even credited Sephora points for this product (For each $1 you spend, you get 1 point that later on can be redeemed for beauty perks).  Dealing with Randee was extremely nice, she was quick in responding to me and providing me with a solution I had expected from the beginning.

The whole experience was a little bitter-sweet, I would say, but it’s all well that ends well. It did take some time and effort but, in the end, I  got a resolution I was happy with. In the future, my recommendation for anyone unsatisified with Sephora’s products or experience would be to contact Sephora via social media right away. Don’t waste time contacting the corporate office through their website.

wpid-imag1283.jpgNow I just need to wait for my new bottle to arrive so I can start using it again. Maybe the bottle I had was just a fluke and came from a bad batch?  Hopefully, with the new one I will actually be able to get my money’s worth and use the product till (almost) the very last drop. I am keeping my fingers crossed!

Have you ever had a similar experience with Customer Service of a beauty store like Sephora or Ulta or any beauty counter? Were you treated the way you expected and provided with a satisfactory resolution? I’d love to hear your stories in the comments below.

I hope everyone enjoyed their Labor Day weekend, summer is now (un)officially over. Fall- I am ready for you!

Agata,
the founder and editor of Her and Makeup.

10 comments

  1. Laarni says:

    Hello Agata, I am glad it was resolved. It just sucks that you had to contact them again via a different way — Thank you, twitter! You were invented. lol. It’s good that you did not give up though.

    I really got no bad customer service experience to share but few weeks ago, I bought a makeup bag from this local online store, i did not know that when you purchased from their website, my email address is automatically subscribed to their newsletter. I just found out when they emailed me for the first time but here’s the very annoying thing, they’re not using any email software, my email address was literally showing up to the other subscribers. it’s not hidden. SHOCKING.

    • Agata Piestrak says:

      Wow, Laarni, it is quite shocking that everyone’s email would be visible to everyone else, that’s completely unacceptable!

      And yes, thank God for Twitter and other social media. In the past I contacted Sephora via Facebook because the store associate didn’t scan my VIB card (although she said she did) and I wanted my points added to my account. They just asked me to take a picture of the receipt and the problem was solved.

    • Agata Piestrak says:

      If it was a product I didn’t really like I probably wouldn’t even bother contacting anyone. But I love this Top Coat so much that I wasn’t ready to give up on it. Now I only hope that the new bottle is usable for longer.

  2. howdoesdeedoit says:

    Good to know Agata. Glad they offered a resolution finally:s I haven’t had to do anything online so far with them, but I have gone back in store about some products and just by policy they are good with returns .

    • Agata Piestrak says:

      Social media can be really useful sometimes, and it’s not all that bad 🙂 I have never had to return anything yet to the store but it’s good to know it’s hassle free.

  3. Sunny says:

    Hey Agata, I am glad it worked out well for you! Here’s the thing though: it bothers me that we have to hassle customer service representatives on Twitter to get a better response. I have definitely gotten a faster response that way before, but it troubles me as my readers might not have the same experience at all. In any case, I hope this new bottle treats you better 🙂

    • Agata Piestrak says:

      Sunny, thanks for stopping by my blog! I agree with you, resolving such an easy problem shouldn’t involve that much work. I didn’t even expect anyone to send me a new bottle, I’d be happy if they just let me exchange it for a new one, I would be happy to go to the store myself. Having said that, I lived in Poland most of my life and CS over there is unfortunately nowhere near as good as in the US so probably in Poland my complaint would be simply ignored. I am always trying to see a positive side of things 🙂

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