Beware when ordering for delivery

[KawinO]

Long story but helpful if you have time to read. I want to warn everyone.

I have been Rouge for many years and happy with all of my purchases since until April 10, 2024. I placed an order online in total of $428 for delivery on April 8 at 1am. It said delivery by April 11. On April 8 at 6:30am the very first thing I did after I woke up was I chatted with their customer to ask them hold off my package for 2 days while it’s still in the warehouse or if they could switch to a pickup order because I would be on vacation with my family that I haven’t met for 4 years until April 12. They said “No”. They couldn’t do anything to stop it. They kept suggesting me having someone to watch the package when I told them already I had no one nearby. They were absolutely a terrible listener.

We lived in a townhouse by street and there is no safe spot to put the package at all. I don’t know my neighbor or anyone nearby that I could ask to keep the package for me since we just moved there. They said only way I could do is to contact the carrier company myself once it’s shipped to ask them to hold it. Okay, fine, once the package was shipped. Status “ Awaiting for carrier pickup”. It was by TForce Logistics, then I asked Sephora for TForce contact details but when I gave TForce a call, turned out it was TForce Freight which they never ever do delivery for Sephora and they said they have been called a lot from misunderstanding. I was just shocked!! Sephora doesn’t know their own people! OMG!! I called again still got a wrong phone number. Anyway, I got TForce correct number eventually but this logistics company is Very bad. They don’t know what they’re doing. They couldn’t pull up the tracking number that Sephora gave. When I asked if they would usually call receivers before delivery or not, they said they wouldn’t know until they could pull up the tracking number. They have very low rate on Google. People have bad experience with them. However, Sephora choose to just use the cheapest carrier to save themselves and offer pain to their customers.

I was on the phone with Sephora and TForce on my vacation back and forth for more than 4 hours and my request still didn’t get done. I was very upset and worried and this matter literally ruined my good time with my family. Sephora third customer service that I called said TForce wouldn’t be able to pull up the tracking number until they receive the package from Sephora. I called Sephora again and couldn’t hold my tears because I was so worried that my package would get stolen while I was away. The last customer service I spoke with on that day asked me to choose if I wanted a refund or delaying they shipment. I said refund and I would return all the products to the store if it doesn’t get lost because I just wanted to get done with this order. She asked me to call back when the status changes to “Delivered” and they would proceed the refund. On April 9 at 6pm, I noticed that the status had been changed to “Picked up by carrier”. I thought, okay, now TForce should be able to pull up the tracking number and hold it for me. On April 10, I called Tforce again at 7am to hold it. They said they couldn’t because it’s already on the way. The only way they could do is to put a note for the driver to read and hold off. Sure enough, my package was delivered at my front door at 8:30am without any phone call from them. I called Sephora according to her instructions and it was picked up by a more senior customer service. I was devastated that she said they would not be responsible for any loss or stolen package. It’s there, then it’s there. And there would be no refund. She said no one would have promised me that and it was just that they would try to delay the shipment. I tried to explain that I was offered for 2 options which was either refund or postponing the shipment. If I knew that there wouldn’t be a refund, I would have picked postponing the shipment instead. I asked her if it’s my fault and begged for empathy but her response was “Is there anything else I can do for you?”. I was just in a Big Big shocked moment. Basically she said that I was lying. I challenge Sephora here to go listen to our conversation if was recorded and tell me if that customer service used the word “try” or not. It was a FIRM solution she gave me!! Before excusing someone or protecting your own people, look at yourself first.

Everyone, there is no room from Sephora for emergencies or mistakes or changes after 1 hour you place an order for delivery.

I would like to tell my story to everyone at the loudest voice so that no one has to suffer like me. I will still shop at Sephora because I need Dr Dennis products otherwise i would say bye to Sephora forever. I tried my best to be responsible for my order but no help from Sephora at all. Heartless and poor communications within.

Their free delivery is useless and very risky. I would never buy anything for delivery from Sephora ever again.

[LaurieBT]

Hi @KawinO,

I'm sorry to hear about your order experience and thank you for taking the time to share this with us. I'll take a look in more detail and I'll send you a message shortly.

Best,

Laurie