Sephora NZ customers left in dark with undelivered orders and no customer service

French cosmetics chain Sephora started delivering to New Zealand earlier this year, but there are no signs of Sephora ...
MARK METCALFE/GETTY IMAGES

French cosmetics chain Sephora started delivering to New Zealand earlier this year, but there are no signs of Sephora stores being built in New Zealand yet.

Sephora NZ customers are fuming over undelivered beauty items and unanswered customer service enquiries by the global cosmetics chain.

The French company started delivering to New Zealand after Singapore-based beauty site Luxola's New Zealand arm became Sephora NZ.

But issues with delivery and lack of customer service have plagued Sephora NZ customers since last month.

Hamilton woman Larissa Maggs​ ordered a $30 lip stick from the website on November 25.

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Are you experiencing issues with your Sephora order? Tell us your story: businessday@fairfaxmedia.co.nz.

Maggs was given an eight to 10-day delivery period and while she still has some time left, Maggs said she has received no tracking number or received any replies to her customer service enquiries.

While not a regular Sephora customer, Maggs has ordered from the website before and had no issues.

"We want some kind of customer service. Even if it's just an automatic response, just someone saying [my order] is on its way."

She said she probably would not shop online with the beauty retailer again.

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Fellow Sephora shopper Deanna, who did wish to give her surname, also placed an order on November 25 and has not heard back regarding her purchase.

She has received two emails from Sephora in response to her queries, but all they said was that they would reply within 48 hours.

"I don't think I'll buy from the site again in the future. I'm sure the item I bought from Trade Me last night will get to me quicker than Sephora's one."

Several other customers complained through social media that they had paid for products, but they have received no tracking number or confirmation email, and repeated attempts to contact customer service have gone unanswered.

The issue seemed to extend to Australian Sephora customers too.

Sephora NZ's customer service line is answered with an automated message saying there was no one available to help and to send an email.

Sephora has been contacted for comment.

 - Stuff

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