Lily Raynor
Customer Care Lead·Senior·clark_heaney28@yahoo.com
Rating distribution
5
97
4
201
3
95
2
62
1
64
QA performance
Total evals
3
All-time, excludes invalidated
Avg QA score (30d)
—
Avg CSAT (30d)
3.31 / 5
-0.40 starsvs. prior 30 days
AI-acceptance rate
100.0%
0 of 15 overridden
Showing 1 - 50 of 50
Rating | Comment | Ticket | Customer | Team member | Responded |
|---|---|---|---|---|---|
| 5/5 | Color match through the app worked perfectly. Foundation is spot on. | 78035784Return after 30-day window |  Mr. Benjamin Ryan | Lily Raynor | May 23, 2026, 3:31 PM |
| 9/11 | The Elite tier perks are worth every dollar of lifetime spend. | 85251223Item authenticity concern |  Grant Johns | Lily Raynor | May 21, 2026, 9:30 AM |
| 4/5 | Good service. Wish I'd been told upfront that my shade was on backorder. | 07696308Cancel order request |  Mamie Wehner | Lily Raynor | May 20, 2026, 6:07 PM |
| 9/11 | Already referred three friends. They all love it too. | 25429472Shipping cost question |  Carol Morissette | Lily Raynor | May 18, 2026, 8:41 PM |
| 4/5 | Quick resolution, only had to enter the order number twice. | 51043852Pro discount enrollment |  Brittany Tromp | Lily Raynor | May 18, 2026, 4:22 PM |
| 3/5 | Agent was polite but couldn't actually fix the loyalty points issue. | 95314932Foundation match help |  Dr. Hermann Ferry | Lily Raynor | May 16, 2026, 7:46 PM |
| 2/5 | Long wait, then the agent disconnected without resolving anything. | 87668711Discount code not working |  Jude Heidenreich | Lily Raynor | May 16, 2026, 2:48 PM |
| 1/11 | Had a terrible refund experience. Would steer friends elsewhere. | 91494746BOPIS pickup not ready |  Ayana Hane | Lily Raynor | May 16, 2026, 2:19 PM |
| 2/5 | App keeps crashing at checkout and support just told me to clear the cache. That doesn't help. | 94423473Shipping cost question |  Vicky Gulgowski | Lily Raynor | May 16, 2026, 2:10 PM |
| 10/11 | Best in class. The app is genuinely beautiful and useful. | 40030578Store experience feedback |  Brandi Wehner | Lily Raynor | May 15, 2026, 10:05 PM |
| 1/5 | Insider status was downgraded incorrectly and no one will fix it. | 26103635Lost package follow-up |  Jessyca Balistreri | Lily Raynor | May 15, 2026, 9:38 AM |
| 1/5 | Treated like I was lying about the missing items. Insulting. | 89507311Foundation match help |  Mrs. Marsha McClure-Smitham | Lily Raynor | May 15, 2026, 8:18 AM |
| 3/5 | Make the chat agents actually empowered to make refund decisions. | 68031013Insider tier issue |  Vernice Macejkovic | Lily Raynor | May 15, 2026, 12:46 AM |
| 5/5 | Helpful self-service flow handled everything without me needing to chat. | 57275861BOPIS order cancelled at store |  Rick Sawayn | Lily Raynor | May 14, 2026, 7:55 PM |
| 5/5 | Replaced my damaged perfume bottle within 24 hours. So impressed. | 37487036Discount code not working |  Ernesto Keeling | Lily Raynor | May 10, 2026, 1:36 AM |
| 5/5 | Loyalty program for non-Insiders too. | 67739651Missing items in shipment |  Sabrina Klocko | Lily Raynor | May 10, 2026, 1:13 AM |
| 2/5 | The BOPIS pickup was a disaster. Hour-long wait at the store. | 29062556Address change after shipping |  Dr. Jazmyn Wiegand-Wyman | Lily Raynor | May 9, 2026, 10:02 PM |
| 4/5 | Resolved my question, just wish the app hadn't logged me out twice during the chat. | 90165297Loyalty points not posting |  Charlie Kling | Lily Raynor | May 9, 2026, 9:29 PM |
| 3/5 | Mid. Got the refund eventually but it took 10 days instead of the 3 they promised. | 87314637App login problem |  Shelia Franecki | Lily Raynor | May 9, 2026, 8:45 PM |
| 4/5 | Generally happy. The fragrance sample they sent wasn't what I picked but close enough. | 20861063Order arrived damaged |  Eugene Reichert II | Lily Raynor | May 8, 2026, 7:55 PM |
| 1/5 | I waited 45 minutes in chat queue just to be told they'd email me. | 92793524BOPIS pickup not ready |  Winifred Hirthe | Lily Raynor | May 7, 2026, 1:22 PM |
| 4/5 | Resolved the issue. Wish the agent had offered a discount on the next order given the hassle. | 62892480Shipping cost question |  Roberto Kovacek | Lily Raynor | May 7, 2026, 10:33 AM |
| 4/5 | Good chat support. Returned product still hadn't been processed when I followed up. | 30081467Missing items in shipment |  Jerald Schulist | Lily Raynor | May 7, 2026, 9:47 AM |
| 4/5 | Nice agent. Would have been nice to get a small gesture after the order was so delayed. | 45139619Where is my order? |  Eloy Glover | Lily Raynor | May 3, 2026, 9:40 AM |
| 3/5 | Okay experience. The chat felt scripted, didn't really listen at first. | 93512599Address change after shipping |  Arnulfo Medhurst | Lily Raynor | May 3, 2026, 4:58 AM |
| 5/5 | Honestly the best customer service in beauty. Always feels personal. | 06736378Cancel subscription / Auto-replenish |  Sienna Morar | Lily Raynor | May 3, 2026, 4:17 AM |
| 4/5 | Helpful team, the agent was kind. Wish the BOPIS pickup had been ready when promised. | 69033367Allergic reaction concern |  Isabel Flatley | Lily Raynor | May 2, 2026, 7:10 PM |
| 4/5 | Great overall, just took a bit longer than I expected on chat. | 14132775Insider tier issue |  Josue Huel | Lily Raynor | May 2, 2026, 8:18 AM |
| 4/5 | Got my refund eventually. Communication could have been a touch clearer. | 33507003Insider tier issue |  Betty Hahn | Lily Raynor | May 1, 2026, 4:31 AM |
| 4/5 | Liked it overall. The first push notification came too soon after signup. | 55479601Influencer code not working |  Deja Bahringer | Lily Raynor | Apr 30, 2026, 9:20 PM |
| 5/5 | Lightning fast response, fixed my Insider points balance in one message. | 10229799BOPIS pickup not ready |  Tyrel Stamm | Lily Raynor | Apr 30, 2026, 9:53 AM |
| 9/11 | Bloom understands what a beauty customer actually wants. | 94538908Foundation match help |  Alda Pagac | Lily Raynor | Apr 30, 2026, 8:46 AM |
| 5/5 | The chat agent walked me through how to layer my new actives without irritation. Above and beyond. | 46997184Store experience feedback |  Bradford Mraz | Lily Raynor | Apr 30, 2026, 3:06 AM |
| 1/5 | App charged me for an order that never shipped and support won't help. | 77541536Pro discount enrollment |  Oma Kutch Sr. | Lily Raynor | Apr 30, 2026, 1:34 AM |
| 2/5 | Didn't honor the price match. Felt nickel-and-dimed. | 52309594Where is my order? |  Kraig Barrows DDS | Lily Raynor | Apr 28, 2026, 4:44 PM |
| 3/5 | Faster customer service response times. | 54449179Allergic reaction concern |  Evan Brown | Lily Raynor | Apr 28, 2026, 6:31 AM |
| 4/5 | Good service. Wish I'd been told upfront that my shade was on backorder. | 56465465Loyalty points not posting |  Ms. Priscilla Ebert | Lily Raynor | Apr 27, 2026, 2:52 AM |
| 2/5 | Took five days to get a reply. Then they couldn't even help with the return. | 86346796Lost package follow-up |  Myah Barrows | Lily Raynor | Apr 26, 2026, 3:59 PM |
| 5/5 | Chat agent answered in 10 seconds and solved it in two messages. | 46767727Question about product ingredients |  Michelle Schaefer | Lily Raynor | Apr 25, 2026, 5:10 AM |
| 5/5 | Loved the personalized note in my order. Small touch, big impact. | 27897989Cancel order request |  Jake Connelly | Lily Raynor | Apr 25, 2026, 3:28 AM |
| 4/5 | Good support, just the points didn't post automatically — had to ask. | 54141137Wholesale order question |  Garry Muller DVM | Lily Raynor | Apr 24, 2026, 11:45 PM |
| 4/5 | Helpful team, the agent was kind. Wish the BOPIS pickup had been ready when promised. | 54358132Refund not received |  Lula Mraz | Lily Raynor | Apr 24, 2026, 10:22 PM |
| 3/5 | Required more steps than it should have for a simple shade exchange. | 03835595Loyalty points not posting |  Ahmad Will | Lily Raynor | Apr 24, 2026, 2:55 PM |
| 1/11 | Quality of CS team has dropped. Used to be great. | 69103075Price match request |  Jeannette Hessel | Lily Raynor | Apr 24, 2026, 5:04 AM |
| 4/5 | Make the chat agents actually empowered to make refund decisions. | 94686658Order arrived damaged |  Roger Deckow | Lily Raynor | Apr 24, 2026, 3:44 AM |
| 3/5 | It's whatever. Got what I needed but no follow-through. | 67300006Address change after shipping |  Mr. Wallace Rau | Lily Raynor | Apr 19, 2026, 9:51 PM |
| 9/11 | Bloom understands what a beauty customer actually wants. | 15425876App login problem |  Ben Schimmel | Lily Raynor | Apr 19, 2026, 7:16 PM |
| 4/5 | Friendly chat, fixed the issue. Took two tries to get the right shipping label. | 58297329Lost package follow-up |  Aliyah Lehner | Lily Raynor | Apr 18, 2026, 12:14 PM |
| 5/5 | Honestly the easiest exchange process I've used at any retailer. | 56397954Restock alert for backorder |  Heather Kuhic | Lily Raynor | Apr 18, 2026, 9:40 AM |
| 4/5 | Bring back the old loyalty point structure. | 86000722Order arrived damaged |  Miss Caroline Gusikowski | Lily Raynor | Apr 18, 2026, 2:24 AM |