No, thank you.
Site Experience FeedbackDec 15, 2025
The wait for chatting with customer service was incredibly long - approximately three hours and I did not receive adequate help/answer to my questions. I tried calling multiple times - I was frequently disconnected and never made it to an actual person until this evening. I was informed that because I needed to make a return, not an exchange, I would be losing out on the Black Friday pricing, since exchanges need to be made three days after receipt in order to have the sale price honored (though I tried calling multiple times, I never was able to connect to a person so there is no record of that). However, the woman who assisted me on the phone was incredibly helpful and quick. Please give your customer service assistants the tools they need to be successful. This may mean hiring more staff/paying more so customers can get information in a timely manner. It also would be helpful to allow the customer to begin the return/exchange process online. I was provided a link to the returns page two times by two different online chat assistants and directed to follow the directions there, but they direct the customer to call or chat online to a customer service agent. As someone who has worked in customer service before, I sympathize with the agents. It is for this reason that I try to maintain composure and not express my frustrations to them directly. But when a corporation does not give them the tools they need to be successful (such as clear information on the website), it only serves to frustrate the consumer. I am grateful to the woman who helped me and I did begin the return/exchange process. But please know that I am going to explore other products to replace yours. I've been a big fan of yours (typically purchase at Sephora), but after this experience shopping directly with you, I will be exploring other options. Thank you!