$800 package missing/stolen

[ak1223]

I just spent my entire day trying to figure out where my package of fragrances that were supposed to be gifts were supposedly delivered. The first rep I spoke with on the phone told me I needed to file with UPS, because she "was unable to refund or replace until" i did. So, I contacted upstairs, they told me that they didn't have a photo of the delivery, and to contact sephora again and request a reship. Finally, I spoke with another rep (juan) and he was so rude! I told him the situation and he said the exact same thing the previous rep said, that it was ups' issue and there was nothing he was going to do for me. I told him I spoke with ups and he said well then, the package was probably stolen, in that case were not going to do anything for me. I was genuinely incredibly upset, I explained i happily would've paid for insurance or signed for the package, especially since it was a lot of money for our family to spend! Then he told me it was my responsibility to secure insurance!? Anyways, I'm now $800 out and I don't have gifts for my sister and partner. This is wild to me that a massive company can treat customers this way.

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[DaneeBT]

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