Disgruntled C.
There is no point spending your money with a company which cannot help when things go wrong
Sephora works until it doesn't. Made 2 successful orders and then sent a gift to another address 200 miles away. By adding this address, the app made this automatically my default address, despite not being my home address or billing address. Unfortunately, this wasn't clear in the app at all when I made my next order the following day and as a result, my package is now going to the wrong address +200 miles away. On checking my email only the morning later to find the dispatch note, it was not possible to change my address as it was seemingly dispatched at 9pm on Friday night after customer services closed, having only made the order at 14:43 that day.I had reasonably expected that my default delivery address was still my home/billing address and not the one off address added in order to send a gift to my mum. As dispatched, although not yet picked up by Evri, I wasn't able to amend the address in the app. Customer service were closed for half of Sat, Sun for new year and Mon bank holiday despite Evri delivery still working so parcel seems to have been collected by them and procesed in the meantime. Evri advised that Sephora could update the address but they were closed and then customer services was down on Tuesday morning when there was opportunity to rectify the issue before the item was sent out for delivery. Today (Tuesday) I got from position 15 to position 2 in the queue before the online chat suddenly closed and was then inactive for a long period again. After +1 hour of trying to make contact i finally got through - with only web chat available and no telephone options. This was after struggling all weekend to make contact as the customer care links in app don't work and there is a constant need to log in which is frustrating when trying to resolve these issues. After finally speaking to customer care online, I was dissatissfied - the person on web chat asked Evri to send back the order to them but by then it was obviously too late, but this isn't guaranteed, which means my order may be delivered to an incorrect address +200 miles away. If the parcel is returned but goes missing, it was suggested that this would be at cost to me. Essentially, great they dispatched the order at record speed before new year but this left no room for error to be managed and there has been no gesture of goodwill to try to smooth things over and ensure future custom - something you'd expect to see from a successful, large, international brand relaunching in the UK market. The app is categorically obstructive - no more than a website which doesn't function as well as the actual website, for example, saving my details and keeping me logged in. There is no ability to escalate issues because seemingly no one to speak to or make contact with across the business - no named person with any responsibility for making the process work. No consideration for customer loyalty and lifetime value, just a 'computer says no' attitude. Frankly, I wish I had seen other people's reviews before making a purchase from the site. After initial excitement that Sephora is once again in the UK market I am left exceptionally disappointed by the poor technology (app doesn't keep user logged in, app saves any new address as the default, customer service chat fails regularly after queuing for ages or is offline) which is driving an exceptionally poor experience from attempting to purchase to customer care/complete lack of customer service. There is also no ability to escalate issues. There is no point spending your money with a company which cannot help when things go wrong. I expect to see a relatively speedy exit from the UK market again as I can't see how such poor customer relations will enable them to thrive.