DELUXE BEAUTY EDIT

Meedee I’d be tempted to take some screenshots of this conversation and email them to DJ’s

I did have that thought also Okatko I made a post on their social media and they asked me to contact them via DM which I did. They said that they will check out what happened with their online team and get back to me. That was 14hours ago and I havent heard anything back as yet so we will see.

Hopefully, they reply soon!!

Super disappointing customer service!!

Not a word as yet Darasparkle Hopefully I will hear something in the next 24hrs

Fingers crossed for you Meedee. I hope they do the right thing by you

Ive received a response from the online team at David Jones …..it really doesnt offer anything……It says……

Thank you for taking the time to contact David Jones Online in regards to your recent order *******.

Firstly, please allow me to apologise for the disappointment and inconvenience you have experienced whilst shopping online with David Jones.

Please be advised that I did attempt to contact you on the number provided, unfortunately I was unable to reach you.

May I kindly advise that although we do try to ensure that our stock system is accurate, on this occasion we were regrettably unable to locate the stock to complete your order. As such, the following items have been cancelled and a refund has been issued, David Jones Deluxe Beauty Edit.

Please rest assured, your feedback will be taken into consideration and our Digital Marketing and IT teams, are constantly working to ensure our inventory levels are as correct as possible.

Once again, we do sincerely apologise for the frustration caused. We do hope that you will allow us the opportunity to provide you with a more satisfactory experience in the near future.

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I have told them that I will not order from them again as I have no promise that this wont happen again. 🙁

Arghhh that is so infuriating!! Surely, they could`ve tried to see if any stores had stock and sent you one of those.

Such a copy and paste customer service response.

Agreed Darasparkle They used all the key words but in the end didnt really say anything helpful.

Bah that is a really ‘why bother’ response from DJs, very disappointed Meedee. I can say that I recently made two orders with DJs online (in a very very long time) and both orders were not completely fulfilled and partial orders were sent out. I guess I wasn’t inconvenienced too much and didn’t end up buying extra to reach free shipping quota. It just goes to show how inaccurate their inventory is! What’s slightly annoying is that both times I paid with gift card and to refund me they have to send a gift card back by post which takes a lifetime and a half to process (to the point where I’ve forgotten they owe me money)

I 100% agree Tigerlily I emailed them back and told them that there is no way I will ever reorder with them as I cant be sure the same thing wont happen again. I did also inform them that Im not the only one that is unimpressed with their service. I told them about this thread here but I really dont think they will even care to come in here and look.

Paying with a giftcard and then them having to send you another giftcard would be even more of a pain.

That is a great suggestion Okatko. I also have an issue with DJ – not with their online shipping but with trying to get a refund / exchange on an Ultraceuticals product I react to. Appalling “”service”” from the beauty floor manager.

That`s not good, skincare junkie. It really appears that much has changed with DJ`s. Some years ago I had a reaction to a Clinique product bought from DJ`s and they couldn`t have been more helpful and refunded the item immediately without an inquisition.

I will be very surprised if I hear anything at all to be honest Freaky ….so far there has been no word from them at all.

Oh Lucretia that really is disappointing for you too! Sorry to hear about your horrible customer experience as well. Not impressed!

I really dont think thats at all likely Jessica it seems they are struggling to even answer an email.

GeeJ Im really annoyed with them. I dont have a David Jones anywhere near where I live so going into the store was not an option for me…..even if I wasnt still overseas 🙂 I honestly have so many problems with ordering things online.

I was one of the people who couldn’t get ‘add to bag’ to even appear so I missed out completely, my nearest DJs is about 3 hours away so going to a store wasn’t an option either. I’d be annoyed if I were you Meedee.

It will be interesting to see if they respond to my email Anne….. I am really annoyed. BTW…I had no issues this year with the Liptember box….thats a plus 😀

Wow I’m shocked. Happy for you, but shocked!

I must admit I was shocked as well Anna It seems they changed things this year so that you were actually ordering them through Chemist warehouse which was actually very handy so you could add other products to the order if you wanted…..which is what I did 🙂

Meedee priceline did EXACTLY the same to my order 2 years ago. I wrote to them and at first they replied saying they don`t do any back order so they sent out the part order. I said no no, I don`t want backorder or part order and I just wanted to cancel the whole order and that they should have checked with me before sensing out the part order. and guess what, they completely ignored my email. I really didn`t want to shop with priceline anymore.

I think I could take this to fair trade but I couldn`t be bothered. But it is so bloody annoying when you get zero customer service.

Good luck and hope DJ responds better than Priceline!!

Skincare Junkie Priceline are one of the few companies that I have ordered online with and had no problems. I actually tried to have a look at Pricelines website when the haircare sale was on but the site wouldnt load so I contacted them and they told me that they have updated the website and it can no longer be accessed from overseas which is a shame.

I thought the same thing! I wish they`d checked with me because I would have asked them to cancel the whole order. Although I do see from their side how they probably think they were doing me a favour by not delaying the rest of my order.

Pretty miserable of them to not bother replying to your email though! Even just a sincere apology would go a long way.

If there was a store near me I would take the order in for a refund … so annoying. I do think they should contact you and give you the option of cancelling the entire order first before sending part orders.

Totally agree Meedee. That`s what brings integrity to good customer service. I had the same situation with Adore beauty website and they were kind enough to give me the option to get part of my order and wait for the missing part to be posted, pick other products or I could cancel the order. They kept me informed through email all the way letting me know when my products were back in stock, and offered parcel tracking. You`d think that a well established store like DJs would have this sort of process in place for sure. Very disappointing!

I have always heard good things about Adore beauty!

Have used Adore Beauty a few times now, very happy with their ordering process and very fast delivery times, will definately use them again.

It gives me the impression that they are very arrogant freaky They really dont care to look after the customer which in time will hopefully bite them. Their attitude I mean…not the customer although it sounds rather tempting 😀

Hahaha!! Yes, it does sound tempting doesn`t it!? 🙂

That`s really very disappointing Meedee, DJ is too far from my place and I was also thinking of getting it online. But I resist as I already have heaps of stuff to use.

Let us know how DJ compensate this issue.

Not a word from them at all as yet BrownBeauty Very disappointing.

I`m pretty sure they`ll do diddly squat! That`s why they state “”or while stocks last”” so they remove liability from themselves in situations like these. It`s really up to how highly they value the retailer – return customer relationship whether they choose to make a goodwill gesture, although I`m not feeling that vibe from them at all! I`ll definitely be giving them my “”feedback”” over this though! It`ll probably fall on deaf ears, but you never know. Hopefully they can do something to restore the relationship.

The $10 voucher doesn`t come with the bag if you order online. In the fine print it says only from David Jones stores.

Ooh… I didn`t notice that! That`s sneaky! That is worthy of a nasty-gram. So they think it`s okay to make some customers pay more (shipping) to receive less, not to mention all the regional area customers who just miss out completely due to their lack of online stock? DJs is really not looking after their regional area customers AT ALL.

Hang on… That`s not what it says at all. It says you can only redeem the voucher in store. It doesn`t say you only get the voucher if you purchase in store. That`s a bit different. Given that it`s good for one year, even those in the most remote areas should be able to get to a store within that time frame so that`s actually pretty fair.

But boy aren`t they a shining example of how to botch a good promotion!

I got one in mine?

It does say in the post only redeemable in store though, but I knew that already :p I’ll use it when I get my complimentary facial hehe

Ok – well I got duped then. I might contact them to see what`s going on. Also just noticed I didn`t get anything from Shu Uemera which was stated on the product sleeve as well. 🙁

My Shu Uemura was a coupon for a sample in store, I have a feeling some bags might have different contents depending on amounts available

Thanks GeeJ.I ummed and ahhed for so long that I’ve missed out. Oh well it wasn’t meant to be. I hate paying for postage and it would be an hour round trip to get to my closest DJ’s.

Don`t feel to badly. I tend to be really indecisive with online purchases too and almost never buy if I have to pay for postage. Next time 🙂