Anyone Else Have Issues with Sale Packages Having Wrong Items Put in Then Sephora Refusing a Refund or Replacement?

[katsnd4spd]

I normally do not complain on boards, but this issue has happened to me twice...back in the Nov sale and in the sale this month. Both times I received an incredibly cheap item instead of the $295 Oribe Shampoo Liters. In November, they did refund me but the shampoo was sold out. This sale I ordered the $100 Oribe brush because it was back in stock. I looked at the tracking and the box had multiple items but should have included that brush. Instead it had a cheap ordinary serum that I did not order. When I called the Rouge line, they customer service rep tried to give me a refund or have the brush sent, but said the system was saying that because this happened before (I assume the Nov incident), they could not refund me and I would just be out the money.  They suggested I try taking the box to the store to see if they could refund me. I do not have a store near me and how could i prove the absence of something?  I was so angry I returned all of my other sale purchases, which were substantial.

I think they clearly have an issue in the wearhouse, but I now will no longer order anything that pricy from Ssephora because I cannot guarantee that I will get what I ordered or they will make it right. Anyone else have this issue? Anyone else questioning whether maintining Rouge status is that good of a deal?  The rewards seems to be getting worse and worse and with the economy the way it is, I just can't afford to shop online at Sephora anymore and not get my expensive purchases. 

[LaurieBT]

@katsnd4spd, I'm sorry to hear 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, for immediate assistance, 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!