Being punished?! Very frustrated

[beautybre55]

I just had a very frustrating thing happen. I received a package from Sephora with 2 “vacay all day” value sets. I opened one and the ouai hair and body mist had spilled everywhere. The second set was a gift, but I wanted to be sure that fragrance hadn’t spilled and sure enough it had. I contacted Sephora customer service and I was told “ we will not offer a re-ship or refund as the system denied it given that we have assisted in other instances or across all account accommodate for issues with this order”. ALSO - this order was overnighted to me (a shipping preference I didn’t select) and the item has “shipping restriction” on it (as in, it shouldn’t have been overnighted, I am assuming due to the fragrance) 

this took me by surprise, and when I called and spoke to customer service, they saw that a re-shipment was issued to me last July (ie 8 months ago) and that was when a package of mine wasn’t delivered by UPS. So the system denied this reshipment. 

i am shocked and disappointed. I have been a loyal Sephora customer for 10+ years and spend hundreds of dollars every year. I thought i would’ve been treated better when an error on their end occurred. 

[LaurieBT]

@beautybre55, 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, 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!

[beautybre55]

I turned private messaging on, if you could look into this for me, that would be great. Thank you