Gayle G.

I'm amazed at how many absolutely horrible reviews of Sephora's customer service I've read. But I completely agree with them. I like their products, but I LOATHE going into their stores because the sales girls are almost always super snotty and not helpful unless you look like a 20-something year old girl who is about to waste a crapload of money. So I use their website. I paid the $10 for the year of "free 2-day flash shipping," which pretty much everyone agrees is a joke because you rarely get anything that fast. But $10 for a year of shipping IS a good deal, so I use it ALL THE TIME buying any little thing I see so I get my money's worth. Plus they let you choose 3 samples with every purchase - though you're lucky if you actually get the right samples. They are TERRIBLE when it comes to using promo codes for free gifts. Within a week, they screwed up 3 orders and stiffed me on my promos, so I complained and they had to give me 400 extra bonus points so I could get things to compensate for their mess-ups. (You normally receive 1 point for each dollar spent, so 400 points was worth it.) But I still cringe every time a box comes in wondering what they've messed up this time.
Bottom line - totally worth the $10 for a year of shipping (even if it's not 2 days, it's still pretty fast), but their service SUCKS.

I have made two separate purchases on Dermstore now and am extremely iffy about them. Yes, they have good sales and "free shipping and returns," however, if you return something using their free return label, they only give you a store credit. If you want a refund, you have to pay for the shipping yourself. And they have the most horrible practice of (what THEY even refer to) as "upselling." After you complete your purchase, a pop-up comes on and they offer you a reduced price on something that is "a special promotion after you have checked out on our website." They make it seem as though your purchase has been completed, but if you click "Yes" on this offer (thinking it would go into your cart for a future purchase), it automatically adds it to your just-completed order and charges you for it. They did this to me and I attempted to contact customer service immediately to cancel it before it shipped (as they tell you to do), but not surprisingly, my order was shipped before I could get in contact with them. Suspiciously fast, too - within a few hours (which I highly doubt actually happened without them seeing my message).
It's been 2 days now and customer service still hasn't contacted ME, so I got online to chat with a representative (strangely one that is personally named in a really bad review on this page). She wasn't rude to me like the other reviewer, but I told her that the product they pushed on me was supposed to come with a free gift with purchase and since they charged me for it, I wanted my gift. She told me that since the promotion was already such a good deal, it wasn't eligible for a GWP. I asked her to show me where it says that because there were no restrictions listed anywhere. She LITERALLY said this to me: "It doesn't say it anywhere, which is why I am informing you now." SERIOUSLY? They could really get into actual trouble for such deceptive practices - and they SHOULD. But they obviously don't care.
She told me that she would go ahead and start a return process for the item for me so it would be faster when they received it, and I pointed out that because of their policy, I would have to pay for shipping. Now to her credit - she DID email me a return label (without me asking) so I wouldn't have to pay for it and would get my money actually refunded. We'll see if that happens - which is why I saved the chat transcript if they try to store credit me.
Like I said - I'm iffy about them. They do have a LOT of nice products and good sales on things that normally don't ever go on sale, but they do say that some companies don't let them give the discount on their products, so the sales don't include everything. Overall, I don't think they're a really bad company (and so far their customer service is still WAY better than Sephora's), but if you order from them, just be VERY careful what you click on.