Can someone please help me?!

[shimmyshakes]

I ordered an item on 11/14. Not back ordered or out of stock or anythingof that nature. Received an email a week later stating that the item was shipped ground instead of flash. I thought, “okay, no big deal.” Over two weeks later and I’m still waiting for a tracking number. I’ve went into my local Sephora store begging for help. No help received. I’ve called customer service several times and have been told to keep checking back...umm, all right? Call everyday then? I’ve called every 3rd day and was told to ask for a lead if I didn’t receive a tracking number by 11/29. Finally spoke to a lead (at this point my, combined total of wait time/holding on the phone is nearly 3 hours) he stated that the shipment is waiting to be picked up at the warehouse but could not provide me with a tracking number. Not sure how he could actually confirm this. So, back to square one because that isn’t any new information. Then told me he would contact the warehouse and tell them to expedite it. Why wouldn’t they have done that in the first place since they messed up the original shipping priority? So confused. He said my account would be credited with some random dollar amount (notthe total of the actual item) and I would see it after logging out, then logging back in. Guess what? There’s nothing credited. I still have no idea if I’m actually going to receive this item. I’ve actually placed orders since the 14th and received them with no issue. I realize with the holidays things can get messy but this isn’t excusable at this point. I’m begging for someone to help me resolve this. Pretty please Update: received a different order that I placed a few days ago. No samples, no beauty offer code samples either. SO DISAPPOINTED! Get it together, Sephora!

[JamilaBT]

Hi there @shimmyshakes. So sorry about this. I'll send you a message to assist.

xo,

jamila