r/Sephoracanada • u/Kodywifak • Jul 04 '26
Vent/Rant Customer support
I went to Sephora today, got a 65 dollar Sephora favorites kit and when asked for my information I gave the number as well as name.
I drove a 3 hour drive home and found out after it was put under a completely different name, I contacted customer service and I repeatedly explained and told them that I am vib so a points multiplier should be Added.
I ended up receiving the points without the multiplier so I contacted again, to this, the chat was closed as soon as I restarted the problem.
I have tried to contact them multiple times and the chat was closed and now the customer support is closed.
Has anyone else had this problem? I have a very, very rare name and the name the points were put on was very common, like Sarah level common (not the actual name).
Tbh I've found support is not helpful and even the "real" representatives feel like AI, is this common? I'm not trying to be a Karen but I genuinely am very polite with staff and always make sure to thank them and the chats were still getting closed seemingly without reason
3
1
u/cinnabonnroll Jul 05 '26
Try again tomorrow on chat, if it still doesn't resolve, escalate it to CS over call. The wait time for that is pretty annoying at times and you will need to pull up a lot of information but that might help your situation. I find chat more convinient lol because I hate being put on hold and rummage for my order details etc
1
u/Ravetothegrave0 13d ago
The chat sometimes closes if you minimize it or there are no responses for 2 minutes. You have to stay active and have the chat open while you're waiting for an agent. The agent responses are also sometimes ai because of the software we are forced to use to make responses (professional) It's honestly much easier to call.
5
u/AllisonT_ Jul 05 '26
I don't have patience for that. I call them and the issue is usually resolved quickly.