Item missing from order

[tmorcan]

I’m just curious, how many of you have not received an item from your order?? I’ve placed MANY online orders with Sephora and have always received good service (to the point where I wasn’t looking at the packing slip 🤷🏼‍♀️ because who actually does). So here’s my post (I’m sorry it’s a long one! Customer serious is giving me no help what so ever!). I placed a refill order back in February before my trip. I really needed my Laura Mercier setting powder! I decided to try a couple new products as well (Smashbox Photo Finish Primer and Verb Ghost Oil). I had a hell of a time trying to check out with a gift card. The app had glitched or something and wiped the whole amount off my card. After I got that sorted and order placed it didn’t arrive in time for my trip. When I came home to my package I was just happy I received, I didn’t remember what I even ordered besides my powder. Fast forward to last week. I was scrolling through “Recently Purchased” looking for items I needed to reorder when I noticed Smashbox Photo Finish Primer. I thought that’s odd, I don’t use that. So I looked into “Order History” and looked at my order from February! It was in that order and I forgot! I never received that item! I feel so frustrated with Sephora and also kicking myself for not checking! I contacted customer service to see if there’s anything that can be done and apparently not. They have a “30 day policy”. Even if I had noticed they didn’t include it when I got home they still couldn’t have done any for me because I was away. So now I’m at a loss ladies/guys! How many of you had this happen to you?? (Sorry for the long post ❤️)

[Marrrryyyyy]

@tmorcan yes! has happened to me a lot too! it's ridiculous!

[keelybt]

Hi @tmorcan I'm so sorry! We don't receive replies to those emails. You should be able to access your PMs by clicking the bell in the top right hand corner. I will send you another PM. regarding your refund. 

[keelybt]

Hi @tmorcan, I'm sorry to hear about your experience. I will look into this for you and send you a PM. 

[tmorcan]

Hi keelybt. My apologies, I’m new to the Community page and I’m not sure how to PM. But I did try to reply to the email you had sent me. I’m not sure if my email got lost or what but there is some more concerning confusion that I’m having and would love an explanation for. I received a notification that I had a refund from Sephora to which I see it’s $0.45, as you see I’m puzzled because I purchased an $18 product, that’s $20.16 after fees that I paid for and am only receiving $0.45? 

$0.45 refund. What’s good Sephora?

$18 product received a $0.45 refund on.

Not sure about your math Sephora. Here’s mine.

[tmorcan]

I’m not trying to be cheap about $20.16 but coming from such a large platform, customers expect the utmost experience. It really breaks the consumers heart when they don’t feel heard, when their problems aren’t solved, when product goes missing. It’s also really sad when we scroll through this community and we see how many posts there are about bad customers service and missing products. I understand mistakes happen, things get lost, etc. But it seems like it’s always happening. Just look at “Related Posts” at the bottom page.

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