Frustrated with Fleet Optics-Lost my package!

[cytti]

For years of being a loyal customer of Sephora, I never got around to get registered in beauty insider community. Can’t believe I’m doing this right now to get online customer service, since Sephora has somehow turned it off in live chat.

First, just wanna say in April this year I’ve already got really bad experience with Fleet Optics. There were a few items they never delivered (the shipping status were forever “waiting for the carrier to pick up”). After two weeks I was bit concerned so I contacted customer service on live chat (was available back then) and was told that the orders seemed normal, nothing to worry about just wait. Sephora seemed very busy during 20% off event, and I did receive emails saying that several orders were significantly delayed. So I was reassured. But after I was charged on my credit card with instalment interests for two months I started being concerned again and reached out. The total amount of the order was around 700 dollars that I couldn’t give up trying to get back. I had conversations with a dozen of different staff and they were nice ang friendly but they didn’t really help saying it’s been two months, way passed the time they could offer a refund (even though it could take them 4 weeks to ship). After a few rounds, I finally got furious, one agent reported to supervisor and I got the full refund in the end, after days of struggle and frustration. I felt offended that they would even doubt seeing my shopping history and the amount that I shopped on Sephora and how low my return rate is (assuming they could see it in the system).

That being said, I already got traumatized and have been avoiding big purchases on Sephora. Last week during 20% off event for Rouge, I made small purchase and in a few days I received two items intact, which was good and got me relaxed…then I ordered 30ish items separately, wishing that the risk of lost package would be split up, how naive..they put seven items in one box and makes it so expensive and worth stealing! It’s such a pain to claim the loss from either Sephora or the courier when the total value is so high.

This morning I got the notification from Sephora app, telling me two parcels were delivered at around 9:40am. When I got out and get them at before noon, on my way out to get a coffee, they were already gone. This only happened twice with me living here for years..and both happened with Sephora when they work with fleet optics. Seriously what’s there to lose not to work with this company? They aren’t even confident of themselves, they ask the drivers to take a picture as a proof like they do with Amazon, yet Amazon is still unconfident with picture proof and offer free replacement of stolen. What does it say?

The total worth of my lost parcels is about 300 dollars. I don’t want refund I want the items I ordered! I’ve read posts here from angry customers with similar issues with fleet optics, how come Sephora can be so offensive to suspect customers instead of initiating a serious investigation towards inside job of the courier?! I can’t prove that I didn’t receive something, especially when they do have a proof of picture that they delivered! As many have said, though, they can’t prove that the drivers didn’t take it back to the car right after they took a picture in front of your place!

This is beyond frustrating and insulting.

[LaurieBT]

Hi @cytti,

My apologies! I'll send you a message shortly.

Best regards,

Laurie