LOST PACKAGE NO ONE IS HELPING ONLY SUGGESTED TO WAIT WAIT AND WAIT

[mianreece]

I spend around $500 (plus flash, which I was not told by the advisor that I placed the reshipment with...would NOT ship flash !!) on a Dyson item. 

The first shipment, there was an issue with charging my card. I figured this is why it was taking a whole week to (not) move out of the pre-shipment phase and into transit. I spoke to support and they sent a reshipment. I was finally changed and the $500 was taken out and fully processed. It has been a whole week and only the label has been made. It is not in transit or moving whatsoever. No one in support has been able to locate it and simply keeps telling me to wait and wait and wait. I ordered it on the 12, and the reshipment was ordered on the 17th. No movement whatsoever.

 I have been asking daily on possible updates because despite the "delays due to the bi-annual sale" it NEVER takes this long to simply ship out.

I spoke to a beauty advisor on live chat and after checking, she suddenly found out that "based on USPS tracking as well, they have the order and are preparing it to be delivered." "I see on my end it reports as "Accepted at USPS Origin Facility", which is a LIE. I spoke to Sephora support AND USPS and both said the package has not been received yet by USPS. I am not happy about how the beauty advisor lied to me. Additionally, no one is resolving this case. No refund for my $500 or reshipment!!

Please either refund or send another package because I have been waiting for this one item for almost two weeks now, and it has not even been received by USPS. I do not want "points" I was my money or the item that I ordered, please.

[DuchessV]

Honestly I don't think they are shipping much of anything. I placed an order, got a shipping confirmation and a tracking number... package never turned up. When I called about it almost two weeks later, I was told my package was delayed because they had sold out of my items. They refunded me, which I appreciate, but honestly my trust in Sephora is GONE. Why did they send me a shipping confirmation and a tracking number for a package that could not ship? The weird thing is, I was able to track the phantom package and SOMETHING went from MS to TN. Something was in that system. What was it? Doesn't look like it was my order which according to them could not be filled.

They are charging our cards and taking our money for items they do not have in stock. That's my hot take. And then they sit on it for weeks saying "oh sorry, it's the sale y'know?? So busy. Please understand." It's like a pyramid scheme or something.

Honestly they do these sales twice a year for how long now? They should have the logistics of it down by now. They know how many people shop, how much we buy. They should be more than capable of being prepared with available stock and reliable shipping. Instead they act like none of this is within their control and we are lending them money and not getting anything for it.

[LaurieBT]

Hi @DuchessV,

I'm sorry for the issue with your order! It looks like Danee recently sent you a message regarding your order. If you have any questions or need further assistance with your order, please reply to Danee's message by clicking the envelope/message icon near the top of your Community screen. Or if you're using the app, please click the bell icon.

Warm regards,

Laurie 

[DuchessV]

I appreciate it but I'm not sure what else y'all can do for me. You refunded my money. Sephora has lost my trust. When I repurchase those items I'd rather do so at full retail elsewhere.

[keelybt]

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