Contents in my package is missing received empty package marked as delivered. 3rd Party Delivery Service Sephora subcontracted is VEHO JAX FL

[Av904]

Placed an online order through Sephora on 12/15/2024, for a total amount of $423.98. The order was 3 bottles of perfume. Order was processed on 12/17/2024 and the package was arrived at the Atlanta GA Veho facility on 12/18/2024. Received notification on 12/18/2024, that the package is in transit and had arrived at the Veho Sort facility in Jacksonville, FL on 12/19/2024 with a notification that the package was out for delivery on 12/19/2024. 

Received notification the package has been delayed on 12/20/2024. Received another notification on 12/21/2024, advising the package is out for delivery at 8:31AM EST. Received on last notification the package has been delivered on 10:47AM EST. 

Upon receipt of the notification regarding the package has been delivered; I went to check the location of the package and found 1 package. The package was extremely light also the bottom of the box was torn/opened and then resealed with clear tape. 

Upon opening the package, the package did not have the 3 bottles of perfume that I had ordered. I contacted the 3rd party shipping company (VEHO) and was advised to contact Sephora. I contacted Sephora and was advised "their system rejected the request for a refund due to their records indicate the package was delivered."

Multiple reports of this situation have been reported with Sephora using VEHO delivery services with no accountability and or refunds for the stolen items from VEHO representatives. 

I filed a police report but the likelihood of an extensive investigation is slim but still a possibility. Class action lawsuit should take place with VEHO but unfortunately that is unlikely as well I guess in a matter of time someone from VEHO will become complacent will get too carried away stealing products for justice to be served appropriately. 

Also, the customer service chat is not available. The mods responding to the other posts regarding that issue and directing them to the gear icon to update community settings is not available as well. 

Gear icon has 3 sections: Personal, Perferences and Bookmarks & Notifications.

Under Personal the option available is only related to Email Settings with a box to click
"Dont send me any community emails".

Under Preferences the option available is to adjust the Language. There is not an option
for "Private Messenger" as directed online and or from the responses from the Mods
on the Community Posts.

Under BookMarks & Notifications is self-explanatory which does not have an option to
adjust Private Messages on desktop.

Photos of the package attached. 

photo of clear tape with cut in betweenphoto of bottom of boxphoto of clear tape with cut in betweenphoto of separate clear tape appears to be taped twiceconfirmation of Sephora / VEHO packagephoto of bottom of box

[keelybt]

@Av904 I'm sorry to hear about this experience and that you have had trouble adjusting your settings. If you are on a mobile or desktop browser and select the gear icon, on the preferences page, you should be able to select private messenger and turn on private messages. Alternatively, you can contact us privately on Facebook, Twitter or Instagram. 

[Av904]

Good evening Keelybt, 

Confirmed I was able to update my Private Messenger under Preferences in my settings at this time. Some reason it was not there before but it's there now and I updated "Turn on private messages". 

Thank you, 

[Anacelly0510]

Hi, did they solve your problem? I'm going through the same thing.