service really going downhill, unfortunately
Written: May 12, 2008 (Updated May 12, 2008)
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i have been using drugstore.com/beauty.com for about 5 years now. i used to be very happy with my experiences but i have been very disappointed with my last few orders. their service seems to be going way downhill.
my main problems are:
1) their shipping is now the slowest of any online retailer i've ever ordered from.
2) they offer free samples but then, a couple days after you place your order, they email you that that part of your order has been "cancelled." they don't offer you the option to choose other samples or to cancel your order. this has happened to me 2 times in a row now. don't offer something if you can't follow through!
3) they notified me that one of my items was "out of stock" a few days after i placed my order and again, they "cancelled" that part of the order without offering me other options or the ability to cancel the entire order. i went back to the item's page on the website and it still said it was "in stock" so i don't know what happened there.
4) their shipping notification system/order summary page is very vague. they tell you your items may arrive in more than one box, but then they only have tracking information for one box. so when you receive a box that only has half of your items in it, it's impossible to figure out when the second half will be arriving, or if they just forgot to ship half of your items entirely.
5) they don't respond to emails. i have yet to receive even a form-response to my complaint emails.
basically, i will order my makeup from sephora.com in the future, and get my drugstore items at the brick & mortar drugstore. it's a shame, because i really used to like drugstore.com.
Recommended:
No
What product did you purchase or try to purchase? makeup, body lotion, face wash
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