Lost Package, and Sephora was quick to disregard the request for a reshipment or refund.

[ohjennnnn]

Hello. This is my first time I purchased online through Sephora, and only being because I wanted certain things my local Sephora’s were usually out of stock of. 
This Sephora purchase was primarily (only 1 item was for me and that was a birthday freebie) for my niece who is starting high school soon and I wanted to give her a starter kit of things looking back would have helped me!! You know cool, young aunt duties 😭 she was moving away the weekend and the shipment was getting here 3 days prior, which was perfect! I was scheduled off thankfully and knew I had to be home, I’m always home for packages or I let someone else in my household know to be home. My front door was open a bit and lights were on so I could see, and also let the carrier know someone is home in case a signature was needed. I kept reloading my tracking page and it showed as delivered (had been 2 minutes by then) picture shown and everything. I didn’t see anyone or anything on my front porch but did see the FedEx truck heading out. I quickly reached out to Sephora and they quickly said my reshipment and refund were both denied, I asked why and an explanation was hard to get even then, finally said bc the shipment was high value. $346. There was no option to secure my package, how would WE KNOW THIS, a few items would EASILY add up to be that price. SO? I was told to reach out to the carrier and I said okay, and if I had to reach out to Sephora again with an updated (never have I done this so not a dumb question in my opinion) they said “We wouldn't need a update because Sephora declined to assist with the order” FedEx isn’t helping bc it’s dragging on. This occurred Thursday August 1st, so I’m keeping this up. I don’t mind bc this was not my fault. No neighbor noticed, I was home closely paying attention to the door. It should be an easy fix as a big company. 

[DaneeBT]

@ohjennnnn I received your private message but I'm not able to respond as your private messages are currently turned off. Please contact us via phone or live chat if you'd like further assistance. 

[ohjennnnn]

Just turned them on @DaneeBT! 

[ohjennnnn]

Hello! I don’t know where in settings to change that option. I spoke to two customer service reps and they said no to both options and didn’t help any further. Not fair as it was not a me issue. I’ll try again on the private messages part 

[DaneeBT]

@ohjennnnn I'm sorry to hear about this. It looks like your private messages are currently turned off. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. Thank you!