Frustrating Experience with Order and Delivery

[itsucks]

I’m writing to express my frustration with my order placed on November 6, 2024, using the 20% off promotion. It has been over three weeks, and I still have not received my package.

On November 19, I contacted TForce, the carrier, and was told they lost my package. They advised me to contact Sephora for a refund or replacement. I called Sephora the same day, and your team promised to send a replacement. However, the next day I received a notification from Canada Post, and since they were on strike, I knew there would be further delays.

I called Sephora again to ask if I could pick up my order in-store, but I was told Canada Post was the only option for delivery in my area. Why wasn’t Canada Post used in the first place? If it had been, I may have received my package by now.

On November 27, I called again because there was still no update on my order. I was told nothing could be done and that I might receive my package later. I was promised a refund and that I could call back to purchase the items over the phone at a discount, but when I called back later that day, I was told nothing had been done, and I was asked to call again the next day.

I’m very disappointed with how this has been handled. It’s been almost a month, and I feel like I’ve received no clear solutions. If I want to pick up my order in-store, I’m told I’d need to return the items and pay full price, which is unacceptable.

As a Rouge member, I expect better service and a quicker resolution. Please review this issue and let me know what steps you can take to resolve it.

[LaurieBT]

@itsucks, I'm sorry for this experience! 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 the order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you! 

Best,

Laurie

[itsucks]

I have called the line many times, and they can't help me. If you have a better solution than just waiting or giving me a refund and paying full price, please message me.

[DaneeBT]

@itsucks If you would like further assistance, please adjust your preferences in your Community settings on a browser, not the app. Then, you are welcome to send Laurie a private message with your order number. 

[itsucks]

I have changed the setting and accept any private message!