I've never thought to review a companies shipping or customer service, but I felt I needed to address this. I recently ordered from Anastasia Beverly Hills website and the shipping/customer service left a huge negative impression.
About two weeks ago the new ABH Summer Collection released and I planned on picking up some items.
Now, back tracking a bit, I have ordered from the website 3 times before and only had 1 issue. I ordered a palette and waited 2 weeks for it to ship out, I received the tracking number for this package only after the item had arrived. I've never experienced anything like it before so it made me avoid purchasing other items from the ABH website if I could and purchase from Macy or Sephora if applicable.
I've heard of people experiencing issues with ABH shipping and there are quite a few threads regarding this, so I really had to rely on some type of faith that it wouldn't be an issue this time around. That was not the case. When I ordered the item, I reviewed the policy and it states on their website that
"Although most orders are processed same day and shipped in 5 business days, we ask that you allow up to 10 business days for delivery"
So cool, makes perfect sense. The tracking letter email not coming issue couldn't possibly happen again. I ordered the items on the 15th got my confirmation email a second after and life was good.
So a week went by and that wasn't alarming seeing that it had only been 5 business days, then the 27th approached, still received no confirmation. So I decided to call customer service to see if my order was still processing.I spoke with a very helpful woman who looked up my order and told me that according to the tracking information, the package had been delivered to my residence on the 20th.
I had never received any kind of notice of shipping from ABH and I checked every little folder under the email account the confirmation email went to. Nada, zilch, nothing, there was no tracking email.I told the woman this and said good bye.
Now I live in an apartment complex and my packages go to my main office and not myself. But if the driver would have tried to deliver it directly to me, which does happen, I would not be available to get the package because I wouldn't even know it would be arriving.
The not sending out shipping emails to customers, though clearly not intentional, is extremely irresponsible. Depending on the delivery company they could have attempted to deliver it twice already and after 5 days would have sent it back to ABH without me even knowing it had shipped in the first place.
I truly love ABH products and am no way writing this post to shame the company, but want to share my experience and greatly urge the company to examine their current process. I order lots of makeup from various companies and this is a first for me.
I am also not the only person who has gone through this and even see people saying (allegedly) that when it comes to ABH if you haven't received a shipping email within a week you'll more then likely get the package out of the blue and receive a tracking email later.
Not acceptable. I won't be ordering from their website in the future and will only order products of theirs from either Sephora or Macys in the future.
Do you have a shipping horror story? Is their a company you believe can greatly improve their shipping? Please share below.