Shiseido Reviews 

I made multiple purchases with different companies between May 13 and May 16. One item is in back order and this order (from Shiseido) hasn’t shipped as of today (May 30).

I sent two emails asking for an update. My first email was ignored and I never got a response. I sent another email four days later and finally got a response two days later.

I was told my order was received, is in process and I’ll receive an email when shipped. The problem is no one seems to know when it’ll ship or even have an estimated delivery date. My order seems to be just sitting in their system.

I have no idea if or when I’ll receive this order. I have no estimate delivery date so I can’t even go based on that.

I have an order coming from the UK and i ordered that item days after this Shiseido order and it’s already in transit and it was ordered from a very small store with only a handful of employees.

Since they (Shiseido) hadn’t shipped my order, I asked to cancel it. Why should I pay for an order I hadn’t received and doesn’t seem to be on its way? Below is the response I received.

“I am sorry, but once an order is placed online we don't have the ability to cancel an order. We do offer a 30 day money back guarantee on orders once they are delivered. If you no longer wish to keep this order, please use the complimentary return label that is included with your order to return.

Once the return is received in our warehouse it may take up to 10 days to process the return and 1-2 billing cycles to see on your statement.

I am sorry for the inconvenience that this may cause. Please let us know if you have any other concerns.
Best regards,

Sheri”

After I receive I can return it and wait nearly two weeks for a refund?

No, thank you. I want to cancel it because I haven’t received it. Why bother returning it when I get it?

I’m sorry, but this is unacceptable. The website doesn’t say anything about not being able to cancel only to contact support for assistance and I got zero assistance.

I understand everyone is freaking out about covid but that’s no excuse. If orders can’t be shipped in a timely fashion, then you need to keep your business closed.

This is the ONLY place I’ve ordered from that’s help my order hostage.

What’s the hold up? Limited staff? Backordered products? Out of stock? Any of those reasons I would’ve understood, but avoiding giving me an answer is what has me extremely angry to the point I will never purchase from this company again nor will I purchase their products elsewhere...which is what I had planned to do once the order was cancelled. I won’t do that now.

Shiseido needs to re-evaluate how they’re processing and shipping orders, provide customers something of a time frame or an exact reason for taking nearly three weeks to ship, and give the ability to cancel an order.

Update: 14:17 May 30, 2020

An email just came through that my order has shipped along with a tracking number and estimated delivery date.

Still disappointed that I couldn’t get this information from customer service. I’m changing the rating from one star to three star since the email included the tracking and estimated delivery date.