Forwarding address - items missing

[veryberly]

Hello 😕

I am feeling very sad and frustrated regarding a recent problem I have experienced. I placed a large order a couple of weeks ago and between all of it, I was missing 2 products for a total of $70. Up until now, I have not had any problems with SEPHORA and was a big enthusiast of their products and services, but I am disappointed in the unfair way they have treated my case.

Unfortunately, in the country where I currently reside we have to use forwarding companies and I have always worked with the same one and never had any problems. In this case, you can tell that the mistake is SEPHORA's because we are not talking about the whole package being lost, but the package (sealed) is missing 2 items that were not shipped and the customer service agent (although friendly), could not help me with my reshipment, despite explaining that it had nothing to do with the forwarding company and that this had not happened to me before. This should be looked at on a case by case basis. If I as a consumer felt that it was the forwarder's fault, I would not be claiming against SEPHORA, but it is obvious that it was a negligence in packing my order.

I am not claiming an absurd amount of items (although some products have damaged packaging), but I am only asking for what is fair. I feel helpless, because if SEPHORA does this again it means I won't be able to get a solution either. It doesn't seem fair or acceptable to me. It really discourages me from continuing to buy.

[DaneeBT]

@veryberly I'm sorry to hear about this and thank you for sharing your feedback with us. Our website lists that if you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not responsible for lost or stolen packages. This can be viewed here:

https://www.sephora.com/beauty/shipping-information