FedEx Lost My Return

[Katelyn]

I am so frustrated with customer service like I’ve never been before. I’ve never had an issue where a customer service rep couldn’t help me out, which I guess I’m considered lucky in that boat? However, that changed today. I’ve been keeping an eye on a return I made. I had to basically return my whole order because I found out it wasn’t financially feasible for me to be spending on things like this right now. Anyway, I’ve been tracking the return on FedEx consistently because I’m anxious for my refund. They have not made progress on the shipping in 10 days. This is more than 10 days of the estimated delivery day,  and so I reached out to FedEx first because I have ran into this before with other stores. Like I knew they would, FedEx told me to reach out to Sephora because they had no updated shipping info for me and could predict that the package was lost. The Sephora customer service rep I got may be didn’t have the best communication skills with me  because she started out by telling me that there’s a difference between A lost item and an item that was never shipped. I feel like she kept insinuating that I never shipped the order back, but you can see that I did in the FedEx tracking! She said in general she wasn’t sure if they will issue a refund because they only issue refunds if they received the package? I’ve never heard of this, isn’t that what tracking information is most important for? It holds them accountable and I know that FedEx said they will refund or compensate for loss packages, so I am the only one who ends up losing here. She told me eventually that I would have to wait 30 days. Is that 30 days from the day I sent it back, the day I purchased it, or the day it stop tracking on FedEx?  I am fully confused and pretty upset. I don’t have the time to just be checking and waiting and I know that they are just hoping that I forget about it and lose the money but the money is there a whole reason why I had to return it.

[beautycollec]

similar situation.  I returned package on 29th September 2022 , still no refund .Constantly making calls to sephora but no help from them

[DaneeBT]

HI @beautycollec

Sorry to hear about this! I'll send you  aPM.

Regards,

Danee

[LaurieBT]

Hi @Anonymous,

I'm sorry to hear about this and I'm happy to take a look further. I'll send you a message shortly.

Best,

Laurie

[Katelyn]

Hi, Laurie!

the order # is below:

[LaurieBT]

Hi @Anonymous,

My apologies! I've removed your order number for security purposes. To reply to your private messages, please click the envelope/message icon near the top of your Community screen (or the bell icon if you're using the app). I'll send you a message to follow up. Thank you!

Best,

Laurie