sam

Customer service is absolute trash. Was sent another customer's order (with their name and address inside the package). I contacted customer service via phone, they said they will reship the correct product. Never heard back. I then did the online chat with a customer rep, they said there were no notes in the file that I received the incorrect order. That chat rep then initiated a reshipment. They sent me the wrong item AGAIN in the 2nd reshipment. I contacted customer service again, they asked me for photos of product, photos of shipping package, whether or not I looked at the proof of delivery photo from FedEx to confirm it was my doorstep like I was fabricating everything. They also asked again about the customer information on the packing slip in the first shipment which I had already provided to them during my first phone call. I sent over the requested photos through email, then received another email requesting that i send photos even though I already did! After countless online chats with customer service to send me the correct product i ordered, they just issued me a refund. I told them I still wanted my order, not a refund. They said if I want the product, I will just have to reorder on the website. I don't trust going through another order with them! The problem is I ordered it during the friends and family sale, and the discount was now long over. I waited a month and never got my order. Also the incorrect products I received both times were poorly packaged in just an envelope and the boxes of product inside were completely dented and smashed. Moral of the story- never order from shiseido.com, the customer service is atrocious and unorganized. And their items are carelessly packed. I will never order from that website again.