“Es tan corto el amor, y es tan largo el olvido.” – Pablo Neruda
That quotation comes from one of my favorite poems by the great Chilean poet, Pablo Neruda. It roughly translates to “Love is so short and forgetting is so long.” It is part of his work, Twenty Love Poems And A Song Of Despair which fed my soul through much heartache. A breakup can be such a traumatic event and today I am going to tell you about the breakup of a 13 year old relationship. Yes, you read correctly: 13 years!! Today I decided that my love affair with Sephora has come to an end. Why, you ask? Let me tell you…
I still remember the first time I saw the black and white signage for Sephora on the Champs-Elysées. I was a 20 year old student who had never left the confines of my cozy Southern California existence for an extended international experience. I instantly fell in love with Sephora. I loved everything about it. I especially loved how I was free to peruse without feeling like the salespeople were giving me the evil eye. Yes, everything you’ve heard about “customer service” in Paris is true. When my year abroad was up, I was sad to leave Sephora behind since I didn’t know if we had one anywhere near me back home. Soon after, I started a job that allowed me to travel a lot internationally so I never forgot Sephora and visited every time I was in France. Eventually I started ordering from them online and then a store opened up near me…I was in heaven. Since then, I have been an extremely loyal customer and always tell friends and family about the amazing products and service…until today. Over the last year, I have seen the perks and customer service decline and decline, the worst offenders being those responsible for the moderation of the Sephora Facebook page.
If you’ve never visited the Sephora Facebook page, consider yourself lucky as it is usually quite a mess. If you ever post anything that isn’t completely praising them, they will usually either delete or filter out your comment so no one else can see it. It doesn’t matter how politely you state your issue, feedback or question—if it’s not praise, chances are that it might get censored. This recently became very personal when a friend of mine was BANNED from their Facebook page for asking for help when no one was really making an effort to solve her problems in private message conversations, emails and phone calls. Not only did they pretty much continue to ignore her request for help in solving her customer service problems, but they also made her feel like she didn’t matter. That is not cool with me at all.
In the last year, I have noticed a steep decline in perks for VIB’s as well. VIB (Very Important BeautyInsider) is a level you reach in their BeautyInsider program once you spend $350 in one calendar year which means that you spend a decent amount of money at Sephora. Anyone who is a VIB can tell you that we spend enough money at Sephora to become VIB’s a few times over each year. This year, they created quite a stir by NOT offering their Friends & Family Sale discount to the public. Before you say that we shouldn’t feel entitled to a discount, I feel that if they had communicated this properly to their customers, many of us would have purchased directly from all the other brands that recently had their Friends & Family Sales that were open to EVERYONE. Many of us waited because we wanted to purchase from Sephora and instead we are now being given the boot. Let me make this clear: I don’t think Sephora owes us any kind of perk, but it is obvious that offering perks benefits them in the end. If you are a VIB, there will be a 20% off sale in November, but that is a whole separate thing from the F&F sale, and most people won’t be able to take advantage of it anyway. And don’t get me started on the joke that was the spin to win game…
Am I saying I will never again shop at Sephora? No. I am saying that because of their hit or miss customer service, the ridiculous handling of their Facebook page and the lack of communication with their loyal customers, I won’t be recommending Sephora to others nor will I purchase anything from them that I can easily get somewhere else. I’m sad that it had to come to this, but it’s time for me to find another main squeeze that will truly appreciate my business.
So, in order to commemorate a love affair gone wrong, I am having a Sephora breakup giveaway. Up for grabs are three sets of some of my favorite nail polishes:
Prize #1 Jessica Pumpkin Delight, Jessica Cinnamon Kiss & OPI On Her Majesty’s Secret Service
Prize #2 Sation Oh My Oceania!, Sation Rock-a-Guy Blue & Sation Power To The Purple
Prize #3 essence Fame Fatal, essence Gorgeous Bling Bling & essence Chic Reloaded
All polishes are brand new and purchased by me. This giveaway is open worldwide.
a Rafflecopter giveaway
Again, I am not telling you to never shop at Sephora again. What I am saying is that Sephora no longer holds a place of esteem for me. These are my personal feelings stemming from what I have seen from the company lately. I have had many pleasant experiences with Sephora over the years so it is truly disheartening to see their customer service and overall attitude circle the drain. Feel free to leave comments below–whether you agree or disagree. I won’t be censoring comments. 😉
When there are so many choices out there for us, you would think that a company like Sephora would make customer service and satisfaction a top priority, but I guess we—the customers—aren’t as important as we thought we were. Thank you, Sephora, for the wonderful years. Too bad it had to end this way.