I am sure many of you shopped during Sephora's current friends and family event. Did you get what you wanted? Did you run into any problem?
I placed my order on 10/20, the first day of the sale, just to make sure I got everything I wanted. I got an order confirmation email but I waited and waited and never got a shipment confirmation email. Today, 10/25, I called to check on the status. It turned out that 2 of the items I ordered is out of stock so they cancelled my order. There were other items that I ordered so I asked to have the rest of the items process. They can't do that either. Why? I placed my order with an e-gift certificate combine with a credit card. Apparently my $50 e-gift certificate status is "been used" and there is nothing the customer representative can do about it other than advise me to wait 2-3 days and try again.
Here are the problems with this situation:
-Why would the system allow me to check out when an item(s) is "not in stock"?
-My order was cancelled, how come I did not get an email notifying me that there is a problem and my order is cancelled?
-My order is cancelled, I got no good yet I can't use my e-gift certificate to place another order? Try again in a few days to see if it will process does not sound assuring at all. What if it does not work? I lost $50 bucks? A customer should never be left hanging in the dark like that.
-I will either miss the sale or in this case unable to reuse the 20% coupon since it is a one time use only.
-I used the 100-points to redeem an item, did not get the item and lost the points.
Finger crossed that nothing will be charge to my credit card and that in a few days, I can use my e-gift certificate. Otherwise, this will waste more of my time. I am one of those people that is willing to pay a little more for good service and customer service is so important, it is almost like insurance, a peace of mind.
I hope you guys have a better experience.