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Was just wondering if anyone here has had any issues with buying from the Sephora NZ website?
I purchased the ABH Modern Renaissance Palette a week ago (16/05) and my order is still "In Process" even though I paid straight away. I paid extra for fast shipping which is meant to take 3-6 business days to arrive, so I'm pretty annoyed that it doesn't appear to have even been shipped yet!
I have heard mixed reviews from other people about purchasing from Sephora NZ. Some have had no issues, while others have experienced all sorts of problems. I have also heard that they have awful customer service, so I'm unsure at what point I should email them to see what's up.
I would be interested to hear anyone else's thoughts on Sephora NZ - both good and bad!
It ducks that you've paid for the fast shipping and the haven't delivered, definitely email them with your complaints and concerns.
I've had a couple of orders with Sephora with no issues. One order was infact during the time social media was in an up roar over packages not been sent out or turning up.
I hope customer service can help you out!
I did contact them and the customer service team about a couple of issues, namely the rewards that were supposed be there when I reached white and black status not showing up. But I found out with Sephora you have to place an order when you reach a certain status in order to activate the rewards that you should have gotten when you signed up. So that was what I was e-mailing the customer service team about, although I found that the rewards would show up before they would get back to me.
One of the reasons I ordered from Sephora was because I heard that they were now shipping from Australia instead of Singapore. I hoped this meant that their service had improved, but I guess not.
Still haven't had a reply from them, though I only sent the message late last night. Will update you all if they contact me.
Thank you for contacting Sephora.
We are sorry for the delay. We are working hard to get back to everyone as soon as soon as possible.
I have thus notified our warehouse on this matter.
We sincerely apologize for the delay.
After reacting badly to a mascara, I was asked to send back the product and I'd get a refund.
That was 3 weeks ago. Despite me following their processes, they've lost the mascara, refuse to help me further, they refuse to process a refund without the product (despite the fact they provided me with a tracking number that clearly shows the product leaving my home and arriving at their warehouse) so I'm now $50 out of pocket AND without the mascara.
Purchase at your own discretion.
On a separate note, I was browsing through the app last week and saw the Kat Von D Lock-it Liquid Foundation with a price of $1,000! I'm pretty sure that's wrong and thought it was odd that they'd make a mistake like this.
I did have a problem with points earlier this year but I chatted them and they fixed the issue within a couple of days.
It also came from Australia.
I made a purchase recently during their mid-year sale and it took me a few days to make a decision on what to purchase. I had a selection of products sitting in my cart and in this time, a few products went out of stock and a couple, including a free sample, went out of stock but were made available again.
I didn't think much of this, believing them to have restocked their products, as stores do.
I made my purchase, received an invoice and received my purchase 6 days later, only to find 2 products out of 7 missing, plus a free sample.
The delivery document matched the contents but no comments were made about the missing product. No emails were also received regarding the missing product, however, 10 emails were received, plus several texts, to update me on the status of my delivery.
I got in touch with Sephora and received a response 3 days after, informing me that the missing products were out of stock and that I would be receiving an email regarding a refund within 10 working days.
I find that slightly ridiculous and concerning, given that they are a large, well-known brand who have an established online sales presence, they should not need 10 working days to send an email to respond to a refund where it should, 1, not have been made available for sale in the first instance, 2, have been mentioned in the delivery document, 3, have been notified as soon as the order was processed and 4, a refund should not have to take more than 10 days. They should be doing a better job with the experience and brand they have.
I sent a reply to let them know of my concerns, mainly how there was no information sent to the customer although payment had been made and they responded in 4 days, offering their sincere apologies.
I still haven't received a refund and the missing products that are out of stock are still available for sale on their site.
I hope this post helps someone make a decision if they were wondering whether to make a purchase from Sephora, but, if you wanted my personal opionion based on experience, ((personal opinion to follow, read at your own risk) I'd stay far, FAR away from Sephora NZ as it might as well be a con site) I would recommend shopping anywhere else.
I have also found that when there's big sales getting refunds and issues solved and your order in certain timeframes just takes longer. I would suggest trying to get a code for the full price of the missing product first, unless it's limited edition and don't go back and edit your cart as then it'll probably work. Getting refund codes is alot quicker then getting a refund processed and it showing up in your bank.
keep persisitng and you’ll get there but I won’t actually be shopping online again sadly.
i'm in agreement though, hopefully opening a store here will fix their issues!
Two hours later - I get an email saying my order is being returned to sender.
I email customer service, asking for an explanation. I get none, but I'm told that they can offer a refund. I tell them I don't want a refund, I want my items and an explanation.
They respond saying they cannot send replacements as my items aren't available. But they sure can offer me a refund. Nothing about WHY the shipping took so long or was returned to sender.
At this point, it's clear I'm getting nowhere, so I call to speak to a human. Again, I'm told that I can have a refund, but my items can't be sent out. Sorry about it. I ask if they can just, send the items that are available to me, and refund me on the ones that aren't. The rep tells me she has to talk to 'the team', which I suspect is a couple people drinking coffee and browsing Reddit, and will email me later. Fine.
Get the email. Unfortunately the items I purchased aren't available, but I can have a refund. There's a 15% coupon and 100 points in there too. I tell her that the coupon isn't valuable to me, as even if I were to repurchase my order, I would be paying more since they were on sale. Again, I say - just send what's available and refund what isn't. Surely that can't be so hard.
I'm told they can't do anything and have filed a refund.
I tell them, very well, but they can keep their voucher and points and go ahead and close my account, as I won't be doing business with them again.
Here's to hoping the refund isn't going to take 15 days to process.What a giant waste of time. Huge pain in the ass.