How do you make a formal complaint at Sephora

[Anonymous]

Hi there,

This is my first time on the Sephora forum and I’m seeking guidance on how to raise a formal complaint about Sephora Australia’s customer service. Yep, out of region as I can’t get anyone to

communicate or provide updates in Aus! 

I ordered a parcel on the 18th of November, which was held by the shipping company as “in transit” for over a week before being returned to sender marked as “incorrect address”. Noting I’ve checked the address that I entered, and it is indeed, correct. 

I’ve raised multiple tickets, which are read, and then merged with the current open ticket and then closed. 

I’ve called customer service multiple times - it just goes to the recorded message.

At this stage I’m yet to have any response from my ticket that I updated on the 28th November.

I have had multiple wonderful transactions out of country with Sephora, however this experience has been somewhat ordinary. And frankly speaking is why Mecca is dominating the market here. Their incredible customer service is something Sephora should be paying attention to.

I’m asking for confirmation of refund  and cancellation of order- my product never arrived, it is clearly traceable by the shipping company and to date I’ve had no communication. 

Can anyone provide assistance as my next step is to make a formal dispute with the ombudsman a governing department in Australia. 

Many thanks 🙂 

[keelybt]

Hi @Anonymous I'm sorry to hear about your experience. We are only able to assist with Sephora USA and Canada. I recommend reaching out to Sephora Australia again directly for assistance.