Steve O'Conner
Loyalty Specialist·Front line·robyn_mertz79@hotmail.com
Rating distribution
5
202
4
115
3
67
2
33
1
34
QA performance
Total evals
1
All-time, excludes invalidated
Avg QA score (30d)
—
Avg CSAT (30d)
4.21 / 5
+0.36 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 | Took two days of back-and-forth to get a return label. | 34804645BOPIS order cancelled at store |  D'angelo Koepp | Steve O'Conner | May 24, 2026, 7:22 AM |
| 1/5 | Tried to cancel an order 5 minutes after placing it. They shipped it anyway and now I'm stuck. | 50382307Price match request |  Todd Gorczany | Steve O'Conner | May 24, 2026, 3:00 AM |
| 4/5 | Friendly chat, fixed the issue. Took two tries to get the right shipping label. | 47652925Wrong shade sent |  Byron O'Keefe | Steve O'Conner | May 23, 2026, 6:44 AM |
| 1/11 | Customer service made me feel like I was being scammed for filing a return. | 43505885Shipping cost question |  Rhonda Heaney-Hermann | Steve O'Conner | May 23, 2026, 4:32 AM |
| 5/5 | App glitched at checkout, they manually processed my order and threw in free shipping. Lovely. | 42102572Wrong shade sent |  Patty Balistreri | Steve O'Conner | May 22, 2026, 10:54 AM |
| 10/11 | I tell everyone — Bloom is doing beauty retail right. | 55980851Gift card balance question |  Mr. Sheridan Trantow | Steve O'Conner | May 22, 2026, 5:58 AM |
| 4/5 | Resolved my question, just wish the app hadn't logged me out twice during the chat. | 08685658App crashes at checkout |  Kelli Klocko | Steve O'Conner | May 21, 2026, 1:22 PM |
| 5/5 | Customer care actually listened. Refund processed without making me jump through hoops. | 25826164Where is my order? |  Carrie Daugherty Jr. | Steve O'Conner | May 20, 2026, 10:36 AM |
| 5/5 | Helpful, friendly, and didn't make me feel silly for asking basic skincare questions. | 16332502Influencer code not working |  Haleigh Kling | Steve O'Conner | May 19, 2026, 5:46 PM |
| 5/5 | Customer care actually listened. Refund processed without making me jump through hoops. | 62836149Item authenticity concern |  Danielle Kshlerin | Steve O'Conner | May 19, 2026, 3:14 PM |
| 5/5 | Got my missing samples shipped out the same day. Thank you! | 50738383Wholesale order question |  Kathryn Bogisich | Steve O'Conner | May 19, 2026, 9:22 AM |
| 5/5 | Quick refund, clear communication, and they upgraded my shipping for the next order. | 09717760Item authenticity concern |  D'angelo Rohan | Steve O'Conner | May 19, 2026, 7:52 AM |
| 5/5 | Resolved my BOPIS issue at the SoHo store within minutes. Hugo was a gem. | 08628605Return after 30-day window |  Bulah Mohr | Steve O'Conner | May 19, 2026, 1:52 AM |
| 10/11 | Love everything about it. The Insider program is genuinely valuable. | 99778896Gift card balance question |  Terence Schiller | Steve O'Conner | May 18, 2026, 12:52 PM |
| 10/11 | Bloom understands what a beauty customer actually wants. | 06481451BOPIS order cancelled at store |  Carlton Hoeger | Steve O'Conner | May 17, 2026, 1:48 PM |
| 2/5 | Three chats, no resolution. The fourth agent finally helped. | 51344151App login problem |  Kristopher Rogahn | Steve O'Conner | May 17, 2026, 11:10 AM |
| 10/11 | Bloom is my go-to for skincare. Wouldn't shop anywhere else. | 65590306Pro discount enrollment |  Adam Erdman | Steve O'Conner | May 16, 2026, 6:00 AM |
| 4/5 | Helpful, but the hold music in the phone queue was rough. | 30371106Cancel order request |  Audie Goyette | Steve O'Conner | May 15, 2026, 4:06 PM |
| 5/5 | Got my points credited back for an order I had to cancel. Super easy. | 48005950Missing items in shipment |  Grayce Ziemann | Steve O'Conner | May 15, 2026, 11:39 AM |
| 5/5 | Best beauty retail experience I've had online. Order arrived in two days, all perfectly packaged. | 78618336Address change after shipping |  Dr. Timmy Ondricka | Steve O'Conner | May 15, 2026, 6:34 AM |
| 4/5 | Resolved fine. The first agent transferred me but the second one nailed it. | 70927790Missing items in shipment |  Randal Dickens Jr. | Steve O'Conner | May 14, 2026, 5:47 AM |
| 5/5 | The app guided me to the right products without being pushy. | 62202338Allergic reaction concern | Rhonda Heaney-Hermann | Steve O'Conner | May 13, 2026, 5:17 AM |
| 5/5 | Such a delightful first impression. Already shopping. | 41154553Restock alert for backorder |  Renee Balistreri | Steve O'Conner | May 12, 2026, 6:56 PM |
| 4/5 | Refund process was straightforward, just took a beat to find the right link. | 02433904Pro discount enrollment |  Maxine Kohler | Steve O'Conner | May 12, 2026, 4:00 PM |
| 3/5 | Issue resolved. Process felt clunky on their end. | 87428104Lost package follow-up |  Dr. Carey Waters | Steve O'Conner | May 12, 2026, 10:45 AM |
| 5/5 | Mailed me a replacement powder after mine arrived broken. Quick and gracious. | 46992676App crashes at checkout |  Catherine Walter | Steve O'Conner | May 12, 2026, 5:20 AM |
| 5/5 | Mailed me a replacement powder after mine arrived broken. Quick and gracious. | 31263073Item authenticity concern |  Bryan Osinski | Steve O'Conner | May 10, 2026, 1:58 AM |
| 4/5 | Helpful, just felt rushed at the end of the conversation. | 54657050Price match request |  Daniella Berge | Steve O'Conner | May 9, 2026, 6:53 PM |
| 5/5 | Best welcome experience I've had from any beauty brand. | 61132661Shipping cost question |  Fredrick Mills | Steve O'Conner | May 9, 2026, 3:42 PM |
| 10/11 | Would recommend in a heartbeat. The samples program alone is worth signing up for. | 61555361Insider tier issue |  Dr. Liam Waelchi | Steve O'Conner | May 9, 2026, 10:07 AM |
| 4/5 | Got my refund eventually. Communication could have been a touch clearer. | 00681481Price match request |  Marcellus Oberbrunner | Steve O'Conner | May 8, 2026, 7:53 AM |
| 3/5 | Fine. The agent was friendly but seemed unsure of the answer. | 38350140Price match request |  Miss Clarissa Herman | Steve O'Conner | May 8, 2026, 6:30 AM |
| 10/11 | Their personalization is unreal. Like having a personal Beauty Advisor. | 68191816Discount code not working |  Nick Murray | Steve O'Conner | May 7, 2026, 2:07 PM |
| 3/5 | Had to provide proof of purchase three different ways. | 39334730Klarna / Afterpay split issue |  Ms. Miranda Stracke | Steve O'Conner | May 7, 2026, 12:03 PM |
| 1/5 | Insider status was downgraded incorrectly and no one will fix it. | 30748926Cancel subscription / Auto-replenish |  Jayne Nader I | Steve O'Conner | May 5, 2026, 11:27 PM |
| 4/11 | Won't recommend until the basics are fixed. | 17409552Return after 30-day window |  Lester Sipes | Steve O'Conner | May 5, 2026, 8:32 AM |
| 3/5 | Slow but eventually got there. Could have been a one-message fix. | 35481854Question about product ingredients |  Idella Goldner-Rodriguez | Steve O'Conner | May 3, 2026, 10:19 PM |
| 4/11 | The app is slow and buggy now. Lost trust in the brand. | 80087962Birthday gift not received |  Jordi Gulgowski-Kautzer | Steve O'Conner | May 2, 2026, 1:07 AM |
| 3/5 | Took two days of back-and-forth to get a return label. | 30714135Birthday gift not received |  Alvena Hartmann | Steve O'Conner | May 1, 2026, 8:13 AM |
| 4/5 | Pretty good. Sara was nice, the system glitched once but she powered through. | 92910788Missing samples in order |  Milo Koepp | Steve O'Conner | May 1, 2026, 7:45 AM |
| 4/5 | Pretty easy overall. One extra screen on the return flow than expected. | 12916888Refund not received |  Duane Effertz | Steve O'Conner | Apr 30, 2026, 9:35 PM |
| 2/5 | Faster shipping would make me shop here exclusively. | 85863947Wholesale order question |  Margaret Jakubowski DDS | Steve O'Conner | Apr 29, 2026, 7:44 PM |
| 1/5 | App charged me for an order that never shipped and support won't help. | 19010976Cancel order request |  Deven Waters | Steve O'Conner | Apr 29, 2026, 12:16 PM |
| 5/5 | Honestly the easiest exchange process I've used at any retailer. | 41378451Order arrived damaged |  Mr. Joel Hayes-Hilpert | Steve O'Conner | Apr 29, 2026, 6:53 AM |
| 5/5 | More inclusive shade ranges would be huge. | 30315241Order arrived damaged |  Luis Swaniawski | Steve O'Conner | Apr 26, 2026, 4:03 PM |
| 5/5 | Replaced my damaged perfume bottle within 24 hours. So impressed. | 06053458Wrong shade sent |  Clyde Berge | Steve O'Conner | Apr 24, 2026, 3:18 AM |
| 1/5 | Took 11 separate interactions to get my Insider tier restored. | 97911924Wholesale order question |  Myron Watsica | Steve O'Conner | Apr 24, 2026, 12:06 AM |
| 5/5 | The chat agent walked me through how to layer my new actives without irritation. Above and beyond. | 67988173Cancel order request |  Darrick Haley | Steve O'Conner | Apr 22, 2026, 9:58 PM |
| 5/5 | Loyalty program for non-Insiders too. | 88462475BOPIS pickup not ready |  Mr. Danika Bechtelar | Steve O'Conner | Apr 21, 2026, 9:55 PM |
| 10/11 | Bloom understands what a beauty customer actually wants. | 21700754App crashes at checkout |  Della Cruickshank | Steve O'Conner | Apr 21, 2026, 9:17 PM |