Being told to discard items

[sarahsu45]

Hey I was wondering if anyone has gone through any issue similar to mine. I had ordered online on Sephora and when I went to go get my package the body oil I have bought had leaked and went all over the products and seeped into them making them unusable and when I went to open the oil box to see what happened it was completely shattered. I had contacted customer service and on live chat I was instructed to throw all products damaged out and was reassured that I would get my refund so I proceeded to throw it. I had to wait 3 weeks for them to research it to the “shipment research team” and was supposed to actually get it 2 weeks prior and when I demanded for it they sent a email a minute after saying that they won’t and to return it in store and if any packages are missing or messed it’s on me which is 🤯. I don’t have the products to return and I don’t know what to do I don’t know why customer service would say to throw it if there can be potential that I would have to go in store. I believe this is not my fault and need to have something done. Does anyone know what to do I talked with the supervisor and all I can say is I’ve never met someone so rude and he always disregared the question of why his employees told me to throw it and reassured a refund to be processed. He told me to recover them like do u want me to go find it who knows where and he ended the chat I have proof of everything.

[sarahsu45]

I feel like Sephora is scamming me I had to go through this and I was also overcharged Instore. I need a solution to this