LOST PACKAGE! and NO Reshipment?

[Anonymous]

I can't believe Sephora can do this a customer!

I have placed my order  on 22 Dec and was supposed to get it on 28 Dec, well obviously it's Jan now and i never got my order.

Apparently this crappy delivery company OnTrac lost my package, so I contacted Sephora customer service and they asked whether I want a refund or a reshipment.

Without knowing what's available for reshipping, I chose to have it reshipped. and Turns out they could no longer ship me my Clarisonic brush holiday set anymore cuz it's out of stock.

I was very sad and disappointed, but I also accepted it. So I then contacted them through the live chat to ask for a refund on the $59 massage head I purchased along with brush set to be refunded and not be shipped. CUZ OBVIOUSLY I CANT JUST USE A BRUSH HEAD WITHOUT THE BRUSH?

I was promised by the live chat agent once I got the cancellation email and show them the reference, they will refund me the massage head and reship me the rest of my order.

And now after I reported the cancellation, they just bounced me to another service agent and they can't just refund me the massage head and ship the rest of the products as promised?

So why should i be punished when sephora lost my order? Why should I be spending hours on waiting for email and never get any help?

Do I have to just call and shout at someone in order to get any attention? 

[ZakiyaBT]

Hi @Anonymous,

I am sorry to hear this! Upon review of your order I see that you have been assisted already. If you need further assistance please send me a PM. 

Best,

Zakiya