Customer Service

[Milly9]

So, I placed on order on monday. Yesterday I got a shipment and none of what I ordered was in there. I ordered 3 things and what I received was a primer which was NOT what I ordered. I called customer service, the worker told me he would resubmit my order and I said okay. However, one issue I had was that I needed the shipment to arrive before the end of this weekend because my order was a gift for my best friend's birthday who's in town this weekend ONLY. the worker said don't worry ill request express shipping and I said okay. However, I just checked my account and it says my order has been cancelled. I am furious and I don't know what to do. Why is this happening???

[Milly9]

Here's another update: the shipment says delivered and I checked on the ontrac website and it says it was delivered behind my door but I wasn't home and when I got home it wasn't there? I don't know why they would drop it off without me being home to sign it... I've ordered from Sephora before but everything has always gone so smoothly... I don't even know what to do anymore. I truly don't understand why this is happening My building has 10 apartments, why would they leave it outside ?? I'm only close with one neighbor and I asked them if they saw a package outside my door and they said they hadn't been home all day either. What am I supposed to do now? My friends birthday was on Sunday and not only did I have an issue with the first shipment of them sending the wrong thing, I had to go to Sephora and give back the wrong order they sent me, which I was fine with, but now I don't even get what I ordered☹️

[arpi0s]

oh my god! that is unbelievable. i hope they get you what you ordered. I've been hearing about this a lot lately. my neighbor said she always has problems with ontrac!!!! this is why i never order online. idk why sephora keeps using them for shipment. my neighbor always gets her stuff stolen because she's always working and they just leave her package outside!! unbelievable. 

[Milly9]

i know 😞 im sad

[Milly9]

Well here's an update: I contacted Sephora customer service and they lady was very nice with me but sadly my shipment cannot arrive any sooner. I'm still bummed out but I love how nice Sephora is. Looks like my friend won't get her gift on time this year 😕 I'll have to ship it to her myself when it gets here. I just hope everything else goes smoothly😩

[MaliBT]

Hi @Milly9, 

Sorry to hear about this. I'll send you a private message to see if I can further assist. 🙂

Happy Friday, 

Mali