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Fri Jul 07, 2006 4:06 pm  |
I received my EDS order today and one of my items was missing. I called customer serivce immediately, and the were very nice, but they have to contact the shipping department and will get back with my by the end of next week. That seems like forever away.
I have never had any issues with my other orders so I know this isn't typical. It is just I was really looking forward to trying the Juice Beauty Green Apple Peel, and I hate waiting! 
Thanks for letting me vent. |
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Fri Jul 07, 2006 5:30 pm |
| Just one more thing to look forward to, try to look at it that way! |
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Fri Jul 07, 2006 6:25 pm |
I know how disappointing that can be. When Nars new Orgasm lip gloss came out I rushed to order it from Sephora. When I got the package the stem to the lip gloss cap was not attached. It had either broken off into the gloss or wasn't attached in the first place. I called Sephora after sulking for a few minutes and they sent me a new one right away. They said to just keep the damaged one so I could still use it with the cap to the new one after it was used up.
Another time I ordered from Sephora basically because they were offering one of those great free deluxe sample goody bags. When I got the package the sales receipt was checkmarked that they had sent the bag but it wasn't in there. I called them and they apologized but said they didn't have any now because it was only "while supplies lasted" and they had run out that very day. I guess she could tell by my voice how disappointed I was, so the gal in CS quickly remembered she had friends in other Sephora shipping locations and would call them and see if she could round up one. About 3 days later I received not one but two of the goody bags + extra regular samples from different Sephora shipping locations with notes of apology. Now that was some good CS!
I've never had reason to contact them about any oversights as everything was always perfect in regards to my orders, but I'm betting EDS will make it right for you too! |
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Fri Jul 07, 2006 6:51 pm |
I was missing one HA serum too (and I live so far away!)
They just asked me for the weight of my package then they immediately sent my missing HA serum!
I am waiting like you!  |
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31, Combination normal-dry skin, loves CSRx, PSF, A'kin, Decleor, ACV, Jojoba oil! |
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Fri Jul 07, 2006 7:20 pm |
At least they are willing to fix orders! I have ordered from places (not cosmetics or skin care) where they claimed I was making it up (that I didn't receive an item).
Sigh.
I always admire businesses willing to make the customer happy.
I ordered a Pop Beauty eye shadow and it came broken from shipping...I popped that sucker back in the mail, and quickly it was replaced, wrapped extra carefully, with more samples!
Yay sephora! |
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32, Fair Skin, combo/break-out prone. Simple routine of REN No. 1 Purity Cleansing Balm and Argan oil as a moisturizer; Clarisonic when needed. That's it! |
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Sat Jul 08, 2006 7:34 am |
| joziegrozy, wonder why they didn't ask for the weight of my package? Was it EDS that did that? They just said they needed to check with the person who packaged the order only after asking if I was sure it wasn't in the box. I kind of felt like they didn't believe me, but I know it is probably procedure. |
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Sat Jul 08, 2006 11:14 am |
I agree that good CS can totally make you feel good about using a certain company. Recently I ordered a bunch of shampoos from drugstore.com. One of them got a broken cap in transit and it was sticky and messy by the time it got to me. I called drugstore.com and they told me to keep the one with the broken cap, and they sent a replacement to me that very day.
On a similar note, recently I placed an EDS order RIGHT before they announced the 20% discount. I contacted CS late at night, and they responded right away and adjusted my order to reflect the 20%. Now THAT'S service--- one of the many reasons I'll keep coming back to EDS.
As for the Green Apple Peel, it's definitely worth the wait, dede!  |
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27, sensitive/reactive/acne prone skin, dark brown hair, blue eyes, possibly the palest woman alive... |
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Sat Jul 08, 2006 11:34 am |
Yes, CS to me means everything! And IMO EDS is exceptional!!
A couple of years ago I ordered a case of gourmet salsa from the States. When it arrived, one jar was broken & most of the case was covered in a moldy mess. I was able to clean up & save the other 11 jars. I contacted the company by email & told them what had happened to the 1 jar. I never got a reply back & was starting to get annoyed, when unexpectedly an entire case arrived (by airmail) at NO CHARGE! Now that's great CS! I was so impressed, I even sent them a Xmas card that year! |
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Sat Jul 08, 2006 12:10 pm |
Dede, i hope your missing item will turn up soon.
I buy from EDS even though there are other online stores with similar products, mainly because of the CS and generous promotions.
Being in Asia, the time difference is sometimes annoying, cause it means I can't just pick up the phone whenever there's some hiccups to smooth over.
IMHO, EDS has one of the best customer response and shipping time I have encountered.
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Mon Jul 10, 2006 3:25 am |
| I ordered JB peel too on June 30th, and am still waiting for it. I recived a email from EDS on July 7th, stating that JB Peel got backordered and it would take another 3-4 days before shipping it to me. I guess that might be the case for you too. |
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Mon Jul 10, 2006 6:22 am |
hopemelody, thanks for the info. I had a couple of other items in my order that were backordered that I'm waiting on, but the JB peel was marked as shipped. Oh well, I'll have another surprise to wait for.  |
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Tue Jul 11, 2006 3:53 pm |
I ordered a Caudalie Beauty Elixir from EDS, and when the small size was back ordered, they sent me a Lareg size "tester". However, it had leaked in transit and the bottle was only about 2/3-full. I let CS know and they said, well you still received more than the small size you ordered.
Now I love EDS....and have continued to order from them -- BUT I must admit I was taken aback by this response. The rep just was cold and didn't even say she was sorry that this had happened.
Lori |
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Normal/Dry~slightly sensitive~usually clear~fine lines on forehead and neck~Age 36 |
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Wed Jul 12, 2006 1:50 am |
Maybe EDS's popularity has grown so great lately (and I'm guessing alot of it has to do with the forum) that they are worked off their feet... ??? Not that that should excuse rudeness, but might be the cause of it...
I've bought stuff from EDS 8 times in the last 2 years and never had a back order or any problem with leaking products or anything. |
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Location: Denmark. Me = 32, think I'm combo without oiliness + sometimes sensitive. Have noticed that skin doesn't heal as quickly anymore and I've developed fine lines around my eyes... Hormonal breakouts which are sometimes cystic. PCOS |
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Thu Jul 13, 2006 5:42 am |
I picked up my 2nd order last night. I am happy I received everything, but I was so very disappointed because there weren't any samples. Not that I need anyone to give me anything for free in life. But from the 5 or 6 samples in my first order, I ordered items from two of the product lines. I definitely would not have looked at Pevonia if I had not received the samples.
I don't expect freebies, but the fact that EDS provides them is such a special gift. I felt like my favorite grandmother forget to send me a birthday card. |
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43, Pevonia gentle cleanser and toner, trying Candessance DMAE serum, Super Vit C serum, looking for the ultimate eye cream... |
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Wed Jul 19, 2006 9:28 pm |
| Yea!!! I recevied by JB peel and my 2 products that were backordered. |
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Wed Jul 19, 2006 10:27 pm |
I've always been quite satisfied with customer service at EDS.
One time I had a problem with a charge on my credit card so I emailed and it was fixed the next morning. Not only did I get an email but they called and left a message letting me know that it was corrected.
I notice the number of samples vary. Sometimes I get two, sometimes I get 5 or 6...Depends who packages it I suppose. |
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Combination - dehyrdated, acne, sensitive, late 20's. |
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Tue Jul 25, 2006 10:19 am |
Hello
So I broke down and placed an order with EDS. Can anyone tell me, do I receive a tracking number so I know when my order is to be expected? Or does anyone know avg number of days for me to receive order...I did receive an e-mail confirmation that my order would be going out in 12-24 hours, but that was my last e-mail...any help would be great |
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Tue Jul 25, 2006 10:33 am |
| You receive a tracking number. However, I think the average shipping time must vary on where you are (and possibly, how busy they are). It also depends on the postal service. Lots of people get their orders very quickly, although when I ordered, mine got stuck in transit for quite some time. |
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Tue Jul 25, 2006 10:35 am |
| Thank you. I am guessing since I received a confirmation that my order would go out in 24-48 last Wednesday and have not received any other e-mail, it has not gone yet. Do they have a CS # I can call? I did not see contact us information on this site, |
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Tue Jul 25, 2006 11:06 am |
| sign in to your account & check the status of your order. In "view my orders" it'll give you details, date prepared, shipped etc. There is a contact no. on the home page as well as live help (during business hours). EDS only sends that one e-mail, they send another only if there is a problem with payment of if they are backordered. |
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Tue Jul 25, 2006 11:09 am |
| very nice marina, thank you for letting me know. |
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Mabsy
Moderator
 
Joined: 17 Aug 2003
Posts: 9644
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Wed Jul 26, 2006 1:22 am |
| bergquis wrote: |
| Thank you. I am guessing since I received a confirmation that my order would go out in 24-48 last Wednesday and have not received any other e-mail, it has not gone yet. Do they have a CS # I can call? I did not see contact us information on this site, |
bergquis - You will find all the contact details on the main EDS site. The EDS forum doesn't have any contact details for sales and customer service as it's not really meant to address those issues and all service and order related issues are meant to go directly to EDS (hence, by forum rules this topic shouldn't really be here in the first place I guess.... Ooops!).
But, as was mentioned, you should also be able to find the current status when you log in to your account on EDS (as opposed to the EDS Forum). HTH |
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Wed Jul 26, 2006 7:38 am |
| Thank you all. I got my answers and it was really easy. Have not ordered much through this site, but so far I like how easy it is. |
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