Sephora sent me a 15% discount via direct mail and email. I purchased 8 items from the online store. The total was about $183. The next day, I received the following email:
We apologize, but your recent order # 1178382290-01 was cancelled due to out of stock items. Whenever possible, we will replace this order with all available merchandise. You will receive a new order confirmation email within a few moments. All shipping and billing selections will remain the same, as well as any samples and promotions unless substitutions are necessary.
In the event that all merchandise items in your order are out of stock, the order will remain cancelled. Also, please note samples and promotions will only be sent with a merchandise order.
If you have any questions or would like to place a new order, please feel free to do so online at Sephora.com or by calling us at 1-877-SEPHORA.
Thank you for understanding, we appreciate it!
Sincerely,
Sephora.com Client Services
In the correspondence, the sender did not explain which item/s were out of stock. I did not receive another email regarding a new order. I found it hard to believe that all 8 items were out of stock. I replied to the sender, inquiring on my 15% discount. I received the following email back from 'Randee':
Thank you for contacting Sephora.com regarding your recent order.
We regret to inform you that your order #1178382290 was cancelled at our Distribution Center because SEPHORA COLLECTION Illuminating Bronzing Oil and Stila Sun Bronzing Powder are currently out of stock. According to our inventory system, that both of the items will once again be available in the next few weeks. At that time, you can either place the order online or call Client Services at 1-877-SEPHORA (1-877-737-4672). Our Beauty Advisors are more than happy to assist you.
We apologize for the inconvenience and appreciate your understanding.
So, the company canceled my ENTIRE order, simply because two items (which totaled about $42) were out of stock. They did not honor what they had explained in their first email because I never received a new order for the in-stock items. I replied back to Randee and did not receive a response from her or anyone else in that Dept. Since this was not my first negative experience with Sephora, I filed a formal BBB compliant against their CA. Office. I have yet to hear back from anyone.
I am disappointed with Sephora's poor communication and that they did not honor my 15% discount on the remaining items on my order. Furthermore, I don't think it is good business practice to cancel an entire order because two items were out of stock.
In the last few years, I have spent literally thousands of dollars at Sephora and Sephora.com. I had my entire wedding party purchase multiple items at the store too.
In today's economy, I am surprised that any company is comfortable with canceling entire orders and losing business or rescinding discounts, especially when they advertised that discount in numerous mediums.
The Customer Service Dept for the company provided me with unacceptable service. The communication via email was poor and they did not follow the course of action, which they conveyed in the correspondence.
I am still waiting for someone from the company to actually contact me regarding this issue.
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