Customer support help

[pino1234]

Hi, I’m hoping a moderator can help review my case.

I placed an online order that arrived damaged and appeared tampered with, and multiple items were missing upon delivery. I reported this immediately, provided photos of the damaged box, and worked with customer service, but my claim was denied based on a delivery photo and package weight. The delivery photo is blurry and does not show the condition of the box, especially the damage to the bottom where the tampering occurred.

This was my first higher-end purchase with Sephora and I’m extremely disappointed by how this has been handled. I did everything correctly as a customer and simply did not receive all of the items I paid for. I’m hoping a moderator

Spoiler

can review this more closely and help resolve the issue fairly.

[LaurieBT]

Hi @pino1234, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with more your order number, I'll look into this.

Alternatively, for immediate assistance, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!