Darryl Jacobi
Customer Care Lead·Front line·cordell_bradtke@hotmail.com
Rating distribution
5
210
4
128
3
62
2
38
1
41
QA performance
Total evals
1
All-time, excludes invalidated
Avg QA score (30d)
—
Avg CSAT (30d)
3.85 / 5
-0.37 starsvs. prior 30 days
AI-acceptance rate
100.0%
0 of 5 overridden
Showing 1 - 50 of 50
Rating | Comment | Ticket | Customer | Team member | Responded |
|---|---|---|---|---|---|
| 3/5 | Got there. Took a full week which was longer than I'd expect for a missing item. | 49462470Item authenticity concern |  Mable Lind | Darryl Jacobi | May 25, 2026, 9:53 AM |
| 1/5 | I waited 45 minutes in chat queue just to be told they'd email me. | 55523338Item authenticity concern |  Dr. Travis Koepp | Darryl Jacobi | May 25, 2026, 5:32 AM |
| 4/5 | Solved my return, just needed a couple of follow-ups to get there. | 46680163Refund not received |  Nina Ortiz | Darryl Jacobi | May 24, 2026, 5:56 PM |
| 9/11 | Best in class. The app is genuinely beautiful and useful. | 59634658Klarna / Afterpay split issue |  Shakira Kiehn | Darryl Jacobi | May 24, 2026, 1:17 AM |
| 5/5 | Best beauty retail experience I've had online. Order arrived in two days, all perfectly packaged. | 59803607Wrong shade sent |  Clinton Wolf | Darryl Jacobi | May 22, 2026, 5:02 PM |
| 5/5 | Quick, frictionless. Bookmarking my next return. | 95382716Price match request |  Roxane Rohan PhD | Darryl Jacobi | May 21, 2026, 1:00 PM |
| 5/5 | Amazing service! Sara helped me find the perfect foundation match over chat. | 20965416Store experience feedback |  Chad Little | Darryl Jacobi | May 21, 2026, 6:11 AM |
| 4/5 | Nice agent. Would have been nice to get a small gesture after the order was so delayed. | 01739479Where is my order? |  Dylan Bednar | Darryl Jacobi | May 20, 2026, 6:09 PM |
| 5/5 | Quick, frictionless. Bookmarking my next return. | 56704908App login problem |  Salvador Roberts | Darryl Jacobi | May 20, 2026, 2:40 AM |
| 1/5 | Tried to cancel an order 5 minutes after placing it. They shipped it anyway and now I'm stuck. | 87161430Allergic reaction concern |  Doris Dickinson | Darryl Jacobi | May 19, 2026, 8:49 AM |
| 4/5 | Generally happy. The fragrance sample they sent wasn't what I picked but close enough. | 91877449Cancel order request |  Larissa Schumm | Darryl Jacobi | May 18, 2026, 1:58 PM |
| 5/5 | Got my missing samples shipped out the same day. Thank you! | 33804339Cancel subscription / Auto-replenish |  Charlie Kling | Darryl Jacobi | May 18, 2026, 11:29 AM |
| 2/5 | Agent didn't actually solve the issue, just told me to wait. | 71505464Missing samples in order |  Ayana Adams | Darryl Jacobi | May 17, 2026, 9:49 PM |
| 1/5 | I will never recommend this brand again. Truly terrible support. | 33188615Price match request |  Mitchell Stehr | Darryl Jacobi | May 17, 2026, 2:42 PM |
| 10/11 | Big fan. Their customer service has saved me more than once. | 59428253Question about product ingredients |  Patty Pfannerstill II | Darryl Jacobi | May 16, 2026, 4:10 AM |
| 3/5 | Got the replacement but it took three back-and-forths to confirm the shade. | 86562299Where is my order? |  Ricky Towne | Darryl Jacobi | May 14, 2026, 12:21 PM |
| 5/5 | Add a recommend-based-on-what-I-own feature. | 16330354Foundation match help |  Sara Boehm | Darryl Jacobi | May 13, 2026, 7:33 PM |
| 4/5 | Great overall, just took a bit longer than I expected on chat. | 84784287Insider tier issue |  Myra Hilll | Darryl Jacobi | May 13, 2026, 3:43 PM |
| 5/5 | Loved the quiz, loved the recommendations, loved the gift. | 93599370Address change after shipping |  Pasquale Hauck II | Darryl Jacobi | May 13, 2026, 3:25 PM |
| 5/5 | Quick, kind, and they actually solved my problem on the first message. | 09429389Question about product ingredients |  Janis Collins | Darryl Jacobi | May 13, 2026, 5:20 AM |
| 5/5 | Bring back the old loyalty point structure. | 18225845App crashes at checkout |  Santos Auer | Darryl Jacobi | May 12, 2026, 10:06 AM |
| 10/11 | Already referred three friends. They all love it too. | 37348804Wrong shade sent |  Nathaniel Pagac | Darryl Jacobi | May 12, 2026, 6:51 AM |
| 4/5 | Resolved fine. The first agent transferred me but the second one nailed it. | 73404827BOPIS pickup not ready |  Yolanda Klocko | Darryl Jacobi | May 9, 2026, 2:47 PM |
| 5/5 | Returned three items from one order with one label. Brilliant. | 44779794Loyalty points not posting |  Shanie Wolff | Darryl Jacobi | May 9, 2026, 2:07 PM |
| 3/5 | It worked out. Wish I hadn't had to explain my return policy back to them. | 10145736Influencer code not working |  Matthew Mann | Darryl Jacobi | May 9, 2026, 11:33 AM |
| 3/5 | Took some effort. Had to escalate to a manager to override the return window. | 07907617Missing items in shipment |  Annabel Nicolas DDS | Darryl Jacobi | May 9, 2026, 10:11 AM |
| 2/5 | Not great. The product arrived broken, replacement also broken. | 28727518Loyalty points not posting |  Ottilie Stroman | Darryl Jacobi | May 8, 2026, 7:30 PM |
| 5/5 | Got my points credited back for an order I had to cancel. Super easy. | 20717820Discount code not working |  Dr. Isaiah Bahringer | Darryl Jacobi | May 6, 2026, 8:39 PM |
| 1/5 | I waited 45 minutes in chat queue just to be told they'd email me. | 32253317Klarna / Afterpay split issue |  Howard Bahringer | Darryl Jacobi | May 4, 2026, 9:16 AM |
| 7/11 | Generally good. A few things could be better but no complaints. | 37625865Cancel order request |  Marguerite Dietrich | Darryl Jacobi | May 3, 2026, 7:21 PM |
| 5/5 | Sara helped me build a gift bundle for my mom's birthday. So sweet. | 47965421Missing items in shipment |  Kaleb Block | Darryl Jacobi | May 3, 2026, 5:09 PM |
| 9/11 | Big fan. Their customer service has saved me more than once. | 14999616Insider tier issue |  Phyllis Emard II | Darryl Jacobi | May 2, 2026, 3:36 PM |
| 5/5 | Amazing service! Sara helped me find the perfect foundation match over chat. | 80908056Insider tier issue |  Jonatan Hammes-Toy | Darryl Jacobi | May 2, 2026, 6:23 AM |
| 5/5 | Lightning fast response, fixed my Insider points balance in one message. | 67253415App crashes at checkout |  Amira Howe | Darryl Jacobi | May 1, 2026, 2:20 AM |
| 5/5 | The chat agent walked me through how to layer my new actives without irritation. Above and beyond. | 91756895Where is my order? |  Evert Sawayn | Darryl Jacobi | Apr 28, 2026, 8:01 PM |
| 5/5 | BOPIS pickup at the store was so smooth, in and out in under a minute. | 35087227BOPIS pickup not ready |  Roberto Kovacek | Darryl Jacobi | Apr 28, 2026, 6:40 PM |
| 5/5 | The chat agent walked me through how to layer my new actives without irritation. Above and beyond. | 20257103BOPIS order cancelled at store |  Ms. Miranda Stracke | Darryl Jacobi | Apr 26, 2026, 3:14 PM |
| 9/11 | Already referred three friends. They all love it too. | 98804850Lost package follow-up |  Miss Gonzalo Mills-Armstrong | Darryl Jacobi | Apr 26, 2026, 6:00 AM |
| 3/5 | Eventually solved, but the process wasn't intuitive. | 49630306Birthday gift not received |  Harry Grimes | Darryl Jacobi | Apr 25, 2026, 9:35 PM |
| 5/5 | Returned three items past the window and they made an exception. Lifelong customer. | 03848074Restock alert for backorder |  Leo Becker-Dach | Darryl Jacobi | Apr 25, 2026, 4:17 AM |
| 5/5 | The app guided me to the right products without being pushy. | 74281799Lost package follow-up |  Lura Yost V | Darryl Jacobi | Apr 24, 2026, 8:53 PM |
| 5/5 | Onboarding was so smooth. Love the personalized routine builder. | 05350276Loyalty points not posting |  Kristian Shanahan | Darryl Jacobi | Apr 24, 2026, 11:28 AM |
| 4/5 | Mostly easy. The app made me re-login before processing the return. | 23518626Where is my order? |  Phillip Hauck Jr. | Darryl Jacobi | Apr 23, 2026, 10:17 PM |
| 4/5 | Good chat support. Returned product still hadn't been processed when I followed up. | 17984874Item authenticity concern |  Webster Gerhold | Darryl Jacobi | Apr 22, 2026, 7:58 AM |
| 7/11 | Pretty good. Selection is great, service is hit or miss. | 94355559Refund not received |  Luis Swaniawski | Darryl Jacobi | Apr 22, 2026, 5:03 AM |
| 4/5 | Helpful enough. Took longer than I expected for a simple address change. | 35713340Influencer code not working |  Dr. Granville Shields V | Darryl Jacobi | Apr 21, 2026, 4:26 PM |
| 4/5 | Liked the experience. App could be slightly faster. | 49558421Address change after shipping |  Gloria Jakubowski | Darryl Jacobi | Apr 21, 2026, 2:30 AM |
| 4/5 | Solid first impression. The welcome email was a little overwhelming. | 11032253Influencer code not working |  Todd Streich | Darryl Jacobi | Apr 20, 2026, 7:47 AM |
| 3/5 | Fine. The welcome bundle was less premium than I expected. | 05454330Address change after shipping |  Florian Herman | Darryl Jacobi | Apr 18, 2026, 6:16 PM |
| 5/5 | Replied within minutes on a Sunday. Honestly didn't expect that. | 22925563BOPIS pickup not ready |  Claire Hyatt | Darryl Jacobi | Apr 18, 2026, 12:41 AM |