What brand or retailer has had the best online shopping experience for you?

Chanel remains the best overall experience for receiving a package for me, as they typically come in branded, reusable pouches or a branded, thick cardboard box (which I reuse). The receipt is in a wax-sealed envelope. Sephora has tended to give me pretty quick and painless customer service for all sorts of issues (late packages, missing items, missing packages, broken items, wrong items, etc.).

— Christine


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Mariella Avatar

I loathe shopping online and rarely do it. I guess my answer would have to be Sephora, since they’re pretty much the only company I have ordered from on what might be considered a “regular” basis (though I was able to get some REN stuff from Amazon a few years back, when Sephora no longer carried “Wake Wonderful”).

Ana Maria Avatar

I really enjoy Paula’s Choice website, from the simple and well structured layout of the website, to the excellent customer service. I often feel overwhelmed by the over the top website designs and the tons of categories and products on other websites. Custody service was always quick and helpful, no matter if it was a question about a products, an online consultation or an issue with an order.
I also like the promos and gifts with purchase. Sustainability wise I like that I can recycle the product packaging through Terracycle and that they use paper and cardboard for shipments (all reusable or recyclable; but I usually use them for my Terracycle shipments).

Ginny Avatar

It’s definitely Chanel, I always feel like I’m opening a fancy present even though I know what’s inside and I paid for it lol. Their boxes are 👌👌 I use one for makeup backups and have used them as drawers dividers, I even store spice packets in one.

Beautylish is great, too! Pretty fast and nice presentation. Christine, you’re in my thoughts today!! 💗💗💗💗

Jane Avatar

I’m in England and the customer service online from Chanel is exemplary. Everything arrives quickly and is beautifully packaged, they are also generous with samples. Dior are also very good, but Chanel just pip them to the post. With regards to retailers I receive the best service from John Lewis and Selfridges – both are excellent.

Frost Avatar

Sephora & Beautylish have solid support and offer fast responses.
Lookfantastic has unbeatable price and a broad collection of brands.
Selfridge gives me exposure to European brands and anything comes in is tax-free if under $800!

Natasha Avatar

I live half the year in the UK and half in the US. Macy’s is my go to for just about everything. Skincare, scent, makeup as well as lingerie and clothing and shoes. I’ve never been disappointed.

Maggie Avatar

Sephora’s website is one of the easiest online retailers to navigate despite its numerous products. I also enjoy the free shipping it has offered lately without a minimum purchase and the free easy returns. I have very sensitive skin and trying new products can be anxiety-inducing to me – so not having the added anxiety of wasted money in case a product that doesn’t work is quite reassuring. Free shipping without a minimum purchase also allows me to buy just one or two products to try. In result, I shop more often and return less.

ShariP Avatar

I believe that Beautylish wins for packaging. Its like a gift with all that black tissue paper which is easy to reuse. I reuse my Pat McGrath black boxes, but hate the shredded black plastic “Easter” grass not to mention the sequins. I never have trouble with Sephora customer service, but their packaging lately stinks. Best customer service experience though would have to be Macy’s for me. Never a problem or complaint.

Stacey Avatar

I buy Suqqu. I used to get it from Harrods. Now Selfridges….that is how it floats their for service. Both stores provide customer service beyond what I get in the United States. Beautylish is good. … it bad. If it wasn’t for COVID, I would travel to U.K. now and visit.

Sheila Avatar

Sephora has really fast shipping for where I am located and great customer service. The one pet peeve I have is that I rarely ever receive the samples I requested; I am always sent something at the other end of the spectrum. My favourite is when I requested the sample of Pat McGrath foundation and was sent Jack Black beard Oil…. IKR?
My other favourite would be Nordstrom’s. Great customer service and very easy returns, if needed.

Kate Avatar

1. Charlotte Tilbury: Really fast shipping, lovely presentation.

2. Suva Beauty: I’m including them even though I’ve only recently done my first order because their service was so fast and well-organized that it’s made every other small-to-medium-sized American company I’ve bought from look weaker by comparison. They also have a low threshold for free shipping, even internationally.

3. Sephora: They’re not flawless but it is really easy to order from them and almost all the time, they’re extremely reliable.

Arena Avatar

Chanel, for exactly then same reasons as Christine. Their boxes have been repurposed as Barbie-houses, gift-boxes, makeup boxes, spice boxes. They are amazing, customer service is amazing 🤩 and the website is brilliant. I did a lot of online gift giving, simply sending straight from Chanel to the recipient, to their delight.

I have had really good luck with Sephora. I noticed the packing material, for the most part, is getting more sustainable over time, so hats off there. Delivery time was wonky over X-mas, other than that no issues. Customer service is always awesome.

Beauty Pie has been a stand out for me this year. This is where I get all my skin care. The customer service is phenomenal. Packaging is all sustainable, printing is vegetable ink, the bottles/jars are recycle- able . Thank you Marcia Kilgore!

Donna Poe Avatar

Stylevana for Korean skincare. They respond to emails very quickly, ship quickly and I usually receive my package within a week or less. Plus there prices are awesome. For US, I like beautylish. Love the attention they put into packaging. Great customer service.

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