Cosmetics company frustrates shoppers

Popular cosmetics brand Sephora is continuing to ignore its New Zealand customers about the status of their undelivered purchases.

Sephora NZ fans have been experiencing issues with their orders since last month, and many have received little to no customer service.

Alexi Grimstrup from Wellington spent more than $100 on products and also paid for express shipping.

She said Sephora NZ’s customer service was the worst she had ever experienced.

Initial emails to customer service went unanswered for five days, before someone responded saying there was a ‘‘glitch with our warehouse and the courier causing the delivery to take longer’’.

Grimstrup received an email saying her order had been dispatched on December 4, but the ticket said it had been ready for dispatch since November 28.

The company has not said it would refund her the express shipping cost.

‘‘It’s really frustrating that they won’t answer any of my questions or even provide me with a contact number that actually works so I can talk to someone,’’ Grimstrup said.

Fellow Sephora shopper Tania, who did not give her surname, ordered on November 25 and has not received any confirmation her order has been shipped, nor has anyone responded to her emails.

She spent $112, and said the most annoying thing was she was still getting daily promotional emails from Sephora NZ.

‘‘If they are behind in shipping then a note on Facebook or their website would at least give us some idea of what is going on,’’ she said.

Customers continue to post to Sephora NZ’s Facebook page to no avail.