$100 Rouge Reward Wasted due to Missing Items in Package - Very Frustrating!!!

[jyi24]

I want to share my recent experience with Sephora so other customers are aware. I ordered the Living Proof Hair Density Serum Trio Set (which includes three bottles) for $158 and used my $100 Rouge Reward Coupon, bringing my final payment to $61 (including taxes). However, when my order arrived, I only received one bottle instead of three.

I immediately reached out to customer service, and they offered to refund me $61—the amount I paid out of pocket. However, since I used my $100 reward coupon, they informed me that the coupon is non-refundable and cannot be reinstated. This means that even though the issue was caused by an error in fulfillment, I have effectively lost my $100 reward.

I understand that policies exist, but in this case, the mistake was not mine. It is frustrating to feel like my reward has been taken away due to an error outside of my control. I hope Sephora reviews how they handle cases like this in the future so that loyal customers are not unfairly penalized.

[LaurieBT]

@jyi24, I'm so sorry about this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. 

Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!