Since I do most of my shopping online, I’m going to go with what I want from an online retailer: 1) a functional, usable website that doesn’t take 10 years to go from page to page; 2) free, fast shipping (or very reduced); and 3) good customer service if anything arrives broken or missing.
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Ditto! Before I used to avoid Ulta online unless there was a 20% off sale. Their website was SO clunky, slow, and glitchy. I can’t tell you how many times the site froze/crashed during sales, when I had a full cart of stuff, and it would empty my ENTIRE cart of 20 items, and I would have to start all over again (grrrr….). And their shipping took SO long ( 2.5-3 weeks), you think it was done by pack mules. Now, they’ve improved their website, added more brands, and improved shipping (5 -10 days), I’m shifting more and more purchases to them instead of Sephora because they also offer more frequent 20% off sales and also reward dollars that can be redeemed for next purchase.
I agree that Ulta’s web site has dramatically improved but I continue to be annoyed that they consistently neglect to notify me of sales and discounts.
Oh no! Have you tried calling/emailing their customer service? I usually get about one email a day from them on deals, specials, new products, etc.
I have and they do send the current offer. The same thing happens the next time though. Grrrrr.
Are you on the email list? Because I get several emails per day, but I’m also Platinum. If you don’t have their rewards card, get it asap.
I am on the email list and Platinum. It’s very annoying. I’ve had the same address since 1979 and the same email since 1996. No reasonable explanation. I appreciate the suggestions though. Grrrrr to Ulta.
5-10 days? I think every time I’ve ordered it’s been more like 3-5 days. Also, the app is good for quick shopping.
1. Website that works, preferrably accessible (For example, doesn’t immediately trigger sensory overload with very loud layout, no autoplay of any kind, etc).
2. Responsive and informative customer service that actually BELIEVES YOU AND NOT TRY TO BLAME YOU FOR THEIR MISTAKE! Nothing like informing a CS right after a website-breaking sale that double-checkout happened, and have them not respond with anything other than “Hey we’ll take care of this sometimes” until they processed send out “both orders” (placed 2 seconds apart) in TWO SEPARATE PACKAGES. Then refuses to refund you. Yes, this also applies for broken or missing items.
3. Clear and HONEST swatches on a variety of skintones.
Extra: Cheap and/or free shipping charges, especially for international orders.
#2. YES!!!
Tip for resolving issues. Go to the facebook page and state your issue, or if you want to be nice about it, send a private message. Social media staff is much quicker to respond than regular CS staff. Once they realize you are active on social media, they want you saying good things about them, not bad. Sephora has twice left things out of my order, but been very quick to rectify when I contacted them via facebook. Both times, I had already emailed customer service, but then I went to the facebook page – once on the timeline and the second time, via pm. They responded within the hour, apologizing, and asking if I want a refund or the product. (Of course, I picked the product!)
I’ve done that actually! But they were so flooded with messages from the website-crash during the sale that I never got a response. I ended up taking it to BBB where they responded months later by trying very hard to blame me instead. :/
I’d never buy The Balm products directly from them ever again. That experience left such a horrible taste in my mouth.
1.) That they take their customers questions, concerns or problems with a product or service seriously.
2.) The employees who interact with their customers should always behave professionally whenever they are helping customers. This by being respectful, helpful and thougtful.
3.) Having a solution based attitude towards customer service within their corporate framework.
1) Value your customers and show them that you do. I’ve stopped purchasing from several companies that I felt treated me as if I didn’t matter. That means, among other things, listening to your customer’s complaints and trying to make things right for them, rather than ignoring them or offering no satisfying solution. Or worse, assuming that they’re lying and trying to scam you (that happens unfortunately…).
2) Train your staff! There’s nothing worse for the image of a company than employees with awful customer service skills. It’s not enough to give your retail or call center staff a couple of days of training, you need to follow them and provide them with the support and feedback they need to keep doing an excellent job. I’ve worked in customer service for 5+ years and I know how grinding it can be. However a supportive management team that always puts the quality of service front and center makes a huge difference. Hint: if you don’t treat your staff well, they won’t treat your customers well.
3) If you really want to earn a reputation for great service, go the extra mile at every opportunity. It can be small things, like giving a call to a customer to make sure they received their package (if the first one got lost or damaged for example), adding a few extra samples here and there, those kinds of things that cost very little but can make a huge difference in how your customers relate to your company.
Well said.
1) return policy.
2) return policy.
3) return policy.
Not that I intend to return things, but this sure helps when an item doesn’t have to remain a “something I regret purchasing” but can’t just throw out because it was expensive / has pretty packaging / swatches so nice on my arm…
Nordstrom has dialed back their policy quite a bit. You used to be able to return an item (no questions asked), up to $200 cash back with no receipt, etc. Now, you either have to have the receipt, or they are able to find it in their system. If it was a gift, it must have a small sticker on it (I believe Dillards does that). I believe a case of the few ruining it for the many. 🙁
1. Free shipping
2. Fast shipping
3. Flexible return policy
Mine apply mostly to online as well:
1) Prompt response to any questions or concerns
2) Reasonable return policy
3) Free or low-priced shipping with a short processing time (2-day shipping is pointless if it doesn’t ship for 5 days…)
Also I’m not sure if this is a function of customer service, but not being chronically out of stock.
Yup, those would be my top three as well!
Fast, free shipping (or very reasonable rates) makes it much more likely I will purchase. An absolute must is a no-questions-asked policy for returns. I don’t mind a time limit on returns, but sometimes things are just a mistake. If returns are free too, I’m all in. The MUG return policy (you can’t) is the reason why I will only buy one pan at a time, if I buy anything from that site at all.
I agree with you… to bad Sephora doesn’t have 2 of the 3!
Ditto all above
PLUS
Show me that the item is In Stock BEFORE I place it in my cart. There’s no excuse for a company to sell me an item that is back ordered without my knowledge. I may choose to order it anyway, but that should be the customer’s choice, not the company’s.
1. Knowledgeable sales associates in store and customer service reps online/by phone.
2. If I’m ordering online, I expect an accessible easy-to-use website, order confirmation email with an order #, and a shipping confirmation email with a tracking #. I also expect an email if my order will not be shipped within the stated TAT.
3. A reasonable return/exchange policy, and reasonable accommodations made for lost packages and items that arrive damaged. (Indie companies get a little more leeway since they can’t eat product/profit loss as much as, say, MAC can… but if I place a $60 order with your indie company, never get a shipping conf, never receive the package, and it takes 2 months/several emails to finally get a “your order was shipped but we can’t tell you when & don’t have a tracking #, and we don’t control the post office” response, I’m never going to order from you again)
Well, you nailed it, Christine. I also do most of my beauty shopping online and your three points are mine as well.
1) They need website that I can actually order from (looking at you, Ulta!), 2) responds to concerns in a timely manner, and 3) actually listens/reads emails and tries to find a solution to the problem instead of blaming the customer.
1. Free shipping (at least with a reasonable purchase amount).
2. Fast shipping, or at least getting my order to me on or before the date promised.
3. Reasonable return policy.
1. Free Shipping
2. Free Returns
3. Great Product Knowledge/customer service
Easy returns/exchanges; quick refunds when applicable; accountability. I’ve called a “beauty” retailer before (starts with an “S” – – take your pick), and they just blamed one dept to the next. Then there’s another one (starts with an “N”), who didn’t like my feedback when I received damaged products. They actually informed me that they rejected the feedback & would like me to submit another one. Nah, I don’t think I’ll be buying directly from their site.
1. Flexible return / exchange policy. I don’t intend to return, but I feel much more comfortable buying a new product if I know I can bring it back without being hassled.
2. Generous samples and testers with plenty of clean tools for swatching at the store. Nothing annoys me more than not seeing any tissues or makeup remover… Like, great, I have 6 colors of foundation on the back of my left hand. How am I supposed to reach into my purse and pay for anything?
3. Customer service people at the store who don’t treat you like a shoplifter. Seriously, I used to go to an Ulta every week or so, and the people who worked there never recognized me. The security guard followed me around bc I kept walking between different sections swatching waterproof eyeliners. If I crouched bc the display was close to the ground, the security guard walked close and stared at me. And another time, I tried to find a lipstick tester in a certain color, and it was not available. I was pretty sure I was going to buy it, so I opened a new lipstick to swatch it on my hand. A sales lady came over in a rush, grabbed it out of my hand, and scolded me about how I contaminated it. She didn’t even give me the option to pay for it! So I refuse to spend money at Ulta now, as little as possible.
1. Free shipping (or reduced, I’m good with that);
2. Enough broadband that when there’s a sale, it can handle the traffic (talking to you Ulta);
3. A toll free number to TALK to someone when things go horribly bad. (Scentbird)
And yes, I do kiss and tell. More like kiss and warn.
Free shipping and returns, readily available and helpful customer service, and a logical user friendly web site with good product descriptions.
i agree with christine. i hate having to pay for shipping because i do most of my shopping online. i would add that i really appreciate a company that stands by its products enough to take something back if it doesn’t work for you. much of what i buy is (let’s face it) vastly overpriced, and being stuck with a product that i cannot use will tend to prejudice me forever against the vendor.
I shop most of my beauty products online and I like free shipping and I look for the best price always. From customer service I want them to be respectful and acknowledge if my product arrives damaged or maybe not at all for what ever reason and just be understanding and accommodating. I don’t like companies that you can’t reach by phone or they have very rude representatives of their company answering the phone and taking orders that is the worst. Good return policies also even though I never return anything. Also it is nice if it is skin care products that they have a Beauty consultant that may answer any questions about the products.
Knowledgable and helpful staff
Flexible return policy
Diverse products – diversity in prices, products for skin types and skin tones
I am literally exactly the same as Christine. I’d add that for the rare times I shop in person, people that aren’t too “pushy” about trying to get me to buy things, and alternatively people who turn their nose up and completely ignore me if I don’t look like the “right kind” of customer.
Agreed! The return policy has to be good too. If something is defective, or just bad quality, or color isn’t right, return or exchange.
1. SO IMPORTANT to me. Salespeople who will help me even though I’m in my 50s, so many of the “youngsters” in the stores act like people of a certain age are invisible.
2. Fast n Free Shipping. The Sephora $10 a year for FREE shipping is the best!
3. A mix of high end & drugstore pricing which I why I usually go to Ulta (plus they’re pretty friendly at my local store).
1) A knowledgable sales associate! So often i feel i know more about their products and/or the artistry and application of make-up then they do.
2)An organized, clean counter. So often they have to hunt and keep pulling drawers open to fine what i wish to purchase.
3)Most important: A non-smoker, or at least someone who has clean hands that do not smell of cigarette smoke or their lunch! Enough said.
1. A willingness to engage with the customer, regardless of age, in a friendly, non patronising, manner
2. Product knowledge – it helps if the MUA has tried many of the products herself and has excellent knowledge about skincare and cosmetics over a variety of brands.
3. For online shopping – all the points that Christine raised.
1. Organization is like a messy store, a messy website can become a confusing and overwhelming experience for shoppers.
2.Shopping cart. Your shopping cart visible and design your site to notify customers when an item is added. This way, they don’t have to wonder if the item they want has actually made its way to their cart.
3. Sold out products.To minimize your customers’ disappointment, set up a notification option to let them know when a product will be available .
4. Payment options.Make it possible for your customers to pay in a variety of ways, like accepting both PayPal and credit/debit cards.
5. Return policy.Add a page that includes the details of returns and exchanges, like possible restocking fees or whether items can be returned to a physical store location.
6.FAQ. page. A page in place that can answer these questions quickly and thoroughly. This can make it less frustrating for people .
7. Feedback. Providing a way for them to give you feedback or make suggestions will have them coming back in the future. It allows the customer to know they are important.
8. Email list. keeping them in the loop about your latest promotions.
1. Free shipping
2. No-hassle returns
3. Carries the brands I prefer including new releases
First the person that I’m talking with has to be nice,respectful, and have knowledge of the product that I am purchasing. Second fast shipping, unless it’s a Holiday or something like that. And lastly a no hassle return policy.
Yes! I agree with Christine, because I too shop online most of all. Sephora has been great about rectifying problems with shipments. I haven’t had problems with Ulta’s shipments. I usually don’t need actual service regarding products, especially in-store, because I find that most people working in beauty departments have far less knowledge than I do.
And I hate if you can’t resolve online shopping issues online – if a company makes me call them instead of dealing with my issue via email, chat, or social media messaging, I probably won’t shop them again.