SmallBizGenius Analysis
Shiseido, a well-known cosmetics and skincare brand, receives mixed feedback regarding its online ordering experience. While some customers praise the product quality and effectiveness, a significant number report issues with customer service, order fulfillment, and shipping.
Category Breakdown
Scores based on analysis of 45 recent reviews
Customer Service
2.0/10Numerous reviewers report negative experiences with Shiseido's customer service, describing it as unhelpful, rude, and incompetent. Common complaints include long response times, unfulfilled promises, and difficulty resolving order issues, with some even alleging that customer service representatives hung up on them or canceled orders without permission.
25 reviews mention thisOrder Fulfillment
2.5/10Many customers report issues with order fulfillment, including canceled orders, missing items (especially promotional gifts), and delays in shipping. Some reviewers claim that orders are canceled even when the products are listed as available on the website, leading to frustration and distrust.
18 reviews mention thisShipping & Delivery
3.0/10Several reviewers express dissatisfaction with Shiseido's shipping and delivery processes, citing long shipping times, use of unreliable carriers like FedEx, and lack of communication regarding delays. Some customers also report receiving damaged products due to poor packaging.
12 reviews mention thisProduct Quality
8.0/10Despite the negative experiences with customer service and order fulfillment, many reviewers praise the quality and effectiveness of Shiseido's products, particularly its skincare and sun protection lines. Some customers highlight the luxurious feel and noticeable results of the products.
15 reviews mention thisWebsite Experience
3.5/10A few reviewers mention issues with Shiseido's website, including difficulties using promotional codes and the inability to cancel orders once placed. One reviewer also alleges that Shiseido censors negative reviews on its website.
5 reviews mention thisPros & Cons
What Customers Love
"So, I’ve been on the hunt for an oil free SPF, I have purchased so many that claim to keep your skin shine free etc, but I can honestly say this is the best I have used."
"I love the smell and the luxury feeling to every product!"
"Quick shipping. I got my products within a week. Quality is great as usual."
"Shiseido UK customer service team helped me resolve an issue with Serge Lutens (that brand being owned by Shiseido)."
Common Complaints
"Customer service is absolute trash."
"Shiseido cancelled my order as there was ONE product missing. Although it’s available to order on their website??"
"HORRIBLE service. WORSE SHIPPING TIME. It is 2024, to use the WORST shipping service (FedEx) and to take 12 DAYS! When you PROMISED 5 days is a joke."
"They ended up shipped the items without free gifts as said. It is a scam promotion on their website."
"I am sorry, but once an order is placed online we don't have the ability to cancel an order."
Common Questions About Shiseido
Answers derived from customer review patterns
Is Shiseido legit and trustworthy?
While Shiseido is a well-established brand, these reviews raise concerns about the trustworthiness of its online operations. Many customers report negative experiences with order fulfillment, shipping, and customer service, suggesting a lack of reliability. While some customers receive their orders without issue and are satisfied with the product quality, the high number of complaints indicates a significant risk of encountering problems when ordering directly from Shiseido's website. Small business owners should carefully weigh these risks before partnering with or purchasing from Shiseido.
Based on 45 reviewsDoes Shiseido have good customer service?
Based on these reviews, Shiseido's customer service is a major area of concern. Many customers describe the customer service representatives as rude, unhelpful, and unresponsive. Common complaints include long response times, difficulty resolving issues, and even instances of customer service representatives hanging up on customers or canceling orders without permission. While a few reviewers report positive experiences, the overwhelming consensus is that Shiseido's customer service is inadequate.
Based on 45 reviewsIs Shiseido worth it for small business?
For small businesses, the value proposition of Shiseido is questionable. While the brand recognition and product quality may be appealing, the reported issues with order fulfillment, shipping, and customer service could create significant challenges. The risk of canceled orders, delayed shipments, and unhelpful customer service interactions could negatively impact a small business's operations and reputation. Unless Shiseido addresses these issues, small businesses may be better off partnering with more reliable suppliers.
Based on 45 reviewsWhat is Shiseido's return policy like?
Shiseido offers a 30-day money-back guarantee on orders after they are delivered. However, some customers report difficulty initiating returns and receiving refunds. Additionally, the inability to cancel orders before they ship can be problematic, as customers may be forced to wait for delivery and then go through the return process, which can take several weeks.
Based on 45 reviewsWhy do customers report canceled orders from Shiseido?
Customers report canceled orders from Shiseido for various reasons, often citing issues with product availability or system errors. Some reviewers claim that orders are canceled even when the products are listed as available on the website, leading to frustration and distrust. In some cases, customers are offered a discount code for a future order, but this does not compensate for the inconvenience and disappointment of the canceled order.
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