Missing package/ NO refund from CS

[midanmacaron]

Hi during the April Sale last week I placed 2 orders that were supposed to be getting here on Friday. I searched high and low for the whole week, asking around 2 streets down to see if some packages got delivered to them instead. I called on Monday and they reshipped one of the packages out to me. The other one they need to confirm with Ontrac. I called back today after being  placed on hold for a good 20 mins, the guy on the phone said it was a business decision not to refund or reship the package to me. I'm very annoyed. A business decision not to refund it  or getting the item to me? I'm sorry what. I spent over $2000 in Sephora last year. This isn't the customer service I expected. Can anyone please look into it? 

[keelybt]

Hi Midanmacaron, I'm sorry to hear about your experience. I will look into this for you and send you a message with more information.