Bluemercury — Local services in Washington

This review is for the company overall and not necessarily this location where I made my purchase. Staff was very helpful in processing an online order for a product they did not have in-store. However, fast-forward a week wherein I did not receive any tracking/shipping info or my product.

I called their customer service number and literally had one of their agents question why I made the purchase online at the store instead of doing it myself at home & then told me to call the store to find out what was going on, vs assisting me. I followed up w/the store and was told that because I made the purchase right before they closed my order “disappeared” from their system because the shipping store was already closed and didn’t process it so it was removed from their online system alltogether. Insane. So pretty much if I hadn’t questioned where my order was, it was never going to be processed or shipped.

They did eventually call several stores to find someone who could process/ship it, but what a joke. I’ve ordered a multitude of products from other brands and never experienced anything like this. What was most shocking was the attitude(s) of the customer service rep at the corporate level + the email response from another corporate rep. Neither person ever apologized for any mix-ups or offered to help, etc.

In the week that it took to place calls, send emails, track down my order, etc I could’ve walked into any Ulta/Sephora (or ordered from them), and would’ve had my product in less time. Needless to say, this was both the first and last time I’ll shop at...

I just wanted to share an exceptional experience with Roxanne and Danielle at the Blue Mercury store in Georgetown. My daughter and I were celebrating her 16th birthday. My daughter loves makeup, but is at the age of questioning her beauty. Both Roxanne and Danielle took her and gently instructed her on how to use certain products, but more importantly they constantly fawned over how beautiful she is naturally.

My daughter left the store feeling more confident in makeup and in her self-worth. I cannot say enough about these two and I am on my way now from my home in Delaware for a stay in D.C. and purposely did not order from Blue Mercury online, so that I could order from the Georgetown store.

Update: Upon returning to Georgetown, I was treated like family and assisted by Moon who answered all the questions I had about my own skin care. She made me feel like a queen. Everyone is amazing and will keep us coming to this store. I never felt pressured to purchase anything and I never felt ignored in this store. Even when they are with other clients, they greet potential clients entering the store and are ever present for assistance. Thank you Danielle, Moon and Roxanne for the amazing...

I have a trial sized cleanser that I really like and saw that it was sold on the Bluemercury website and figured since I was in the area I would just check to see if it was sold in store before I order it online. Well I went in to check and I asked the employees in the front and I got a pretty passive answer. They said it wasn't sold there or in any of the locations in the area for that matter, and I'm like okay...but they just went in about how they don't have it after they initially said so. They kind of made me feel stupid for asking. They eventually said they could order it for me and ship it to my house but after the uncomfortable interaction, I just kept declining and left immediately. I don't think they liked that lol. I've never shopped at a Bluemercury before and I don't think I will in the future. Guess I'll just shop directly from the brand I'm...