“Delivered” But Never Received — Support Ignoring My Missing Package Issue for Days!

[zzy0101]

Hi,

I’m beyond frustrated and hoping someone here can help or has been through the same thing.

I placed an online Sephora order recently. UPS tracking marked it as “delivered” and said it was left in a hallway. But guess what? I NEVER received it. I checked everywhere — hallway, neighbors, mailroom — it’s nowhere to be found.

I contacted Sephora Live Chat, and the agent originally said they would issue a reshipment or refund. But then suddenly changed their answer, saying the system wouldn’t allow it because the package shows “delivered.” I even asked for a supervisor, but they gave me the same nonsense excuse.

I also sent escalation emails to Sephora’s support team, but it’s been several days with no response.

It’s extremely frustrating that Sephora refuses to take responsibility just because of a tracking status, especially when proof of actual delivery to me doesn’t exist.

Has anyone here had success getting a missing package issue resolved when Sephora keeps hiding behind “delivered” tracking updates? What else can I do to get their attention?

@TeamBIC @SephoraBICMod Can someone please assist me with this? This has been ignored for days and I need immediate help

Thanks in advance.

[LaurieBT]

@zzy0101, 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 your order number and shipping address, I'll look into this. Thank you!

[zzy0101]

Hi I did turn it on.Just messaged you ,please check!

[LaurieBT]

@zzy0101, I received your message and will be responding shortly. Thank you!