EMPTY BOX RECEIVED

[ss441]

I ordered 11 items online to receive absolutely NOTHING, but scraps of brown paper. There was no receipt or packing slip in the box either.

I contacted customer support to help me and all they said was “After careful consideration of your account and any previous accommodations made, we are not able to assist with a replacement or refund for this order.”

I don’t understand how they can’t assist me with this? The WORST customer service I have ever come across. I have been shopping at Sephora for years but I have never had to dealt with such a frustrating situation with them.

I spent over $700 and they have basically just told me they can’t do anything about it other than keep my money. I feel helpless and don’t know how to go about this. Any help would be appreciated if anyone has gone through the same situation. 

[Mikeaccino]

I wouldn’t say it’s similar situation to me. Although I went ballistic crazy when I received the incorrect item. 

I ordered the Atelier Cologne Pomelo Paradis 3.3 oz and it was on sale. Also to note Atelier cologne is no longer in the US market and only sold in France, the UK, and China. I even had UPS My Choice (informed delivery) inform me that my package weighs 4 pounds. In which I already knew, Sephora messed up my order… again because a order of a cologne does not weight 4 pounds. Not to be rude, but I have a gut feeling someone was intoxicated when packing up my order. 

This evening when I opened my package, I received a liter size conditioner instead of my 3.3oz of Atelier Cologne. I called customer service, and all that customer service did was issue a refund form. I’m not trying to be rude or anything, but how does one get confused between a 3.3oz cologne box and a conditioner?! Not even that, I didn’t even receive the correct samples nor the beauty offer of the august hair samples. It just seems as I got someone else order instead. I want that person to be held accountable. Seriously utterly disappointed! 

I solution I can give you is, if you still have the tracking number from UPS. It shows the weight of the package that was delivered to. If there was nothing in the box as you stated. The weight of the box would be less than pound. If you ordered 11 items, that’s gotta be heavier than a pound. You could use the weight and tracking number as proof that you didn’t receive any of products and that it was an empty box.

I honestly don’t know what’s going on with Sephora’s warehouses, this is the second time I received the incorrect item. To make even worse, the cologne that I ordered three days ago is out of stock and no longer selling in the US market anywhere. Now I’m stuck with conditioner, that most reviewers are saying they had hair lost due to the severe burning and irritation from this conditioner. 

[LaurieBT]

Hi @ss441,

I'm sorry to hear this! I'll send you a message shortly.

Best regards,

Laurie