Frustrating Reshipment Refused (No Return Option)

[aiphotos]

I shop so much at Sephora and I am a Rouge member for over 8 years. I had a very frustrating experience happen with customer service.

Since I’m a rouge member I spend a lot of money and place several online orders. This particular order said it was delivered, but the UPS driver or someone else clearly stole the package. They posted a picture of the package, but it was never actually there so they stole it. I looked everywhere and asked my apartment complex, but it couldn’t be found.

I called customer service who put in an escalation for a reshipment/refund. I got an email a few hours later saying because I’ve had a reshipment before they weren’t going to help me. 

“Thank you for your inquiry reporting issues with your [order(s) or item(s)].  It is important to us that you can receive your deliveries successfully as we know how exciting it is to receive our great products. 

Considering you have had multiple issues at this address, and we have assisted you in the past with either a replacement or a refund, we are not able to assist with a replacement or refund for this or any future order issues.

We welcome you to continue shopping with us, but if you place orders for delivery to this or other addresses, please note that this will be at your own risk.  We will not offer a replacement, refund or accommodation for any potential order issues. ”

This is so ridiculous and frustrating!

I’ve been a member for 8 years, and I’ve only ever had problems this year! I’ve only EVER had 2 reshipments, 1 got stolen and 1 was the wrong items (not my order). How is this my fault?? The fact that my $70 order was stolen and they refuse to do anything when I spend THOUSANDS is crazy. 

I have a very bad taste in my mouth from this experience and I’m going to have to escalate with my credit card company if I don’t get any more help from customer service.

DONT ORDER ONLINE FROM SEPHORA 

[keelybt]

@aiphotos I'm not able to reply to your PM, as you do not have them enabled. I am resending the birthday gift to you, and you should receive an email confirmation shortly. 

[keelybt]

@aiphotos I'm sorry to hear that! I will send you a PM.