Sephora Order/Prize Opening! (and a word of caution)

Sephora_Order_BoxLast month I was the lucky prize winner of a giveaway from the wonderfully generous Rebecca at lastcontrast! The prize was a $50 US gift certificate for Sephora which I gladly put towards this order. I am relieved I was able to use it for this order, as Sephora sure did give me a hard time about it. If you want to get straight to the goods, please skip ahead to the picture below. If you want to be aware of the behaviour of companies you may be buying from and are selective about where your beauty products are sourced, please read on.

I had a write up ready to go regarding their refusal to honor this gift certificate as I was in Canada. I will summarize here. I had it from them in writing that they were keeping the cash for it and not providing any goods or refund to the original buyer. Obviously, this refusal to provide a solution was completely unacceptable.  Over the course of my numerous carefully worded, polite emails, I did the work for them with suggestions and workarounds (six in total) that I know companies should be capable of from my 20 years in customer service myself. I begged for my concerns to be brought to management (on multiple occasions) or at least to someone with the authority to assist me. All I got in response were canned answers from whoever had the misfortune of getting to reply to my email, and by their replies I could tell no one was reading my concerns. As I had given up, and they clearly didn’t even bother trying to actually assist me, I allowed myself to be upset. I sent them an email stating as such and that my write up regarding their blatant refusal to assist after taking someone’s cash would be made available to them via links on any social media I could find including my blog and their Facebook pages for public review.

And what do you know. Unexpectedly, I got a call. A CALL, and they left me a message. Not an email. Someone, only after my upset email, decided to help me. Evidently they decided to honor my gift certificate as a refund to my card after my order had shipped (presumably so I couldn’t back out at that point). This workaround was similar to one of my suggested solutions. Incidentally, I’m still waiting for this refund but they swear it’s gone through on their end. I’ll believe it when I see it, and if I don’t I will issue a chargeback, as I do have it (in writing again) that they were to apply said refund. I am disappointed that my polite calls and emails were brushed off and ignored, but the snarky, upset one that promised to share their willingness to swindle customers with the public got their attention. I think it says a lot about the difference between Canadian and US culture. The only thing that kept them from blatant theft was the threat of me telling everyone about it. Keep that in mind when you’re dealing with Sephora in the future, if you’re particular about where your beauty dollars are spent.

 

ON TO THE GOODIES!

Sephora_Order_Numbered

 

I will quickly go over the haul as numbered. I will do more thorough reviews as the products are used, would be far too much to go into here!

1) Urban Decay Naked 2 Palette – the reason I placed the order in the first place. I have wanted this for a very long time but wouldn’t ever allow myself to spend that ($64 Can) on a beauty product. The gift card prize was the only way this could have ever happened. I haven’t used them all yet but so far “Pistol” is my favourite! This no longer comes with a lip gloss, which is a pity.

2) Tocca Florence Travel Fragrance Duo – contains a hand creme and a roller ball fragrance. A light fresh white floral that leans green.

3) Smashbox Full Exposure Eye Shadow Sample – 10 shades, 5 shimmer, 5 matte. Single use sample portions.

4) Sephora’s Niche Fragrance Sampler – includes Maison Martin Beach Walk, Tocca Simone, Tokyo Milk Dark Tainted Love,  Nest Midnight Fleur, Clean Skin, and Atelier Orange Sanguine (the topmost left in the waxed paper wrap there is a post card and a sample vial. Most beautifully presented sampler I have ever seen.) There is also a Juicy Couture La La sample but this was not included with the niche sampler, but for this list purpose, and for my later review they will be grouped together.

5) Tarte Flush Cheek Stain – a deluxe sample, from redeemed points Sephora gave me for my “inconvenience” while they were still declining to honor the gift certificate. An impressive amount for a sample. This could last for a few weeks worth of daily uses at least!

6) Too Faced Chocolate Soleil Medium/Deep matte bronzer. Smells of chocolate, lovely. Also a points redemption as above. Also an impressive amount for a sample, this is the size of a large single pan eye shadow.

7) Make Up For Ever HD Powder sample – a tiny amount of powder on a card.

8) Urban Decay Primer Potion samples (x2 as one was with the palette) – 4 different types of their Primer Potion line, says there is to be a weeks worth of each within the packet. I’m particularly interested in the “anti-aging” one as I’d not heard of it before. I’m still not completely sold on the idea of needing one product to make another work as it should without assistance.

9) Miss Dior Blooming Bouquet – another points redemption as a deluxe sized sample. I admit to liking this far more than I thought I would. It’s simple but lovely.

10) Make Up For Ever “Happy Birthday” deluxe sample pack – contains a mini lipstick in N9 and a mini mascara in Smoky Extravagant. Added this to my order as it was available for free as my birthday is this month.

I would like to once again thank Rebecca at lastcontrast for her generous prize. I would have never had the opportunity to try these high end products otherwise. The out of pocket expense for the large list above was only $25 Canadian (I had to make it $75 for the free shipping as I’d rather the amount go towards product than ship costs)! Pretty good haul I think! 🙂

There was something missing from this order. I had selected that it be accompanied with the magnetic closure Sephora “gift box”, I was looking forward to using it for more attractive photographic purposes for this and all upcoming blog posts regarding the contents of this order. I sent them off another email to ask them about it. I found my order confirmation email where the words “gift box” were right there in black and white for their easy reference, and used it for my reply. I got an email back, immediately. They had the nerve to state that I had not included it on my order. Yes, even though it was stated right there. On the same page. On the order confirmation. Just a few inches down. I replied to them stating the obvious, that it is right there on the same page, but I don’t expect a reply at this point. I don’t understand why they didn’t send it, would have been a ton of free advertising as it would have been used in many of the photos for each of the upcoming reviews on all these products. What a missed opportunity for them, shame! EDIT: they sent back another email (was even from the same rep) saying they added 25 points to my account. Seeing as you need at least 100 to get anything I don’t know how this is satisfactory, but again the loss is really theirs – me as a customer and the free advertising they would have received.)

Although I will thoroughly enjoy using and trying out these products, and I am more than grateful for the prize, I am not sure I would ever order from Sephora again. They refuse to let their e-gift certificates to be used in Canada (why? That’s a huge market they’re just shutting out!) and their customer service is at best farcical and at worst dismissive and grossly incompetent. In the future, if I find the need for a high end beauty product, I will see if it is available from *any* other Canadian retailer first, such as Shoppers Drug Mart, Murale, London Drugs, any department store or even order directly from the product’s company website if need be. I don’t think I would ever put myself through ordering online with Sephora again. I am not close enough to a brick and mortar Sephora store for it to be much of a concern as to whether or not I’d go in to buy there.

EDIT: Unbelievably, I have even more disastrous service stories regarding this same order, they failed to refund me as promised and refused to explain why! Full story at the bottom of the post, here.

I did a quick search and there are some seriously horrifying Sephora customer service stories out there! Anyone else have one? I’d be interested to hear it! Also if anyone has any favourite looks with the Naked 2 palette they would like to share I’d be very interested in that as well!

 

Enjoy your week!

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4 Comments (+add yours?)

  1. lastcontrast
    Jun 19, 2014 @ 04:57:43

    Oh jeepers, that customer service is not a great story for them is it 😦 So happy you got a great haul out of it though.

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    Reply

  2. lastcontrast
    Jun 19, 2014 @ 05:00:01

    Reblogged this on Making the most of what I've got and commented:
    In case anyone was wanting a chance to drool over a serious haul, @katekilla has a post showing the goodies she got from winner my 100 followers giveaway last month!

    Like

    Reply

  3. lisasweiback
    Jun 20, 2014 @ 08:00:29

    Wowww!!! What a nightmare!! I am so sorry that happened.. Just reading this post I felt super frustrated for you. Even when you were kind enough to do the work for them by offering solutions etc they still snubbed you which is truly and completely unacceptable. I get this vibe off of them A LOT that’s why my business with them is little to none. I have since resorted to Ulta which has been nothing short of a dream!! I feel Sephora is money hungry and does not truly care about the courtesy part. Thanks for the sharing this all!!

    Lisa,xo
    http://chiclittlethrills.blogspot.com/

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