Lost/Stolen Package, No Help

[smantha899]

I ordered quite a few things off of the Sephora website. I received an email stating that the package has been delivered, but I could not find it anywhere.

I called my carrier and they informed me they have delivered it to my front door. They also informed me that there have been a lot of cases of theft in my area. I had no idea about this. They asked me to call Sephora for additional help.

I called Sephora customer service and they informed me that there is nothing they can do and that I had to file a police report. In cases like these, police reports will barely help. I did it anyway. Nothing has turned up. It's clearly a case of porch theft.

What's frustrating is that I was not asked for a signature at the door. It's a high-value delivery. Sephora should have informed me that they won't be asking for a signature, I wouldn't have ordered! 

I'm not sure what to do next. It seems like I hit a dead end and lost all my money. Any advice?

[dkylie]

The same thing just happened to me. Absolutely infuriating for how much money I spent on the order. Again, why wouldn’t they ask for a signature or ring my doorbell at least?? Customer Service also said to file a police report?? I just want my package. I’ve never dealt with a company like this before when I’ve had issues, it makes me never want to spend my money here again. 

[DaneeBT]

Hi @dkylie Oh no! I'll send you a PM.

[DomParis]

You have to dispute it with your bank and they will give you your money back. 

[DomParis]

Same thing happened with my except it wasnt lost/stolen. They literally delivered my package to the complete wrong address and took a picture of my package at a door that doesn't even remotely look like mine. I have a brown door and my house has brown bricks, that you have to walk up steps to get to. This house clearly was ground level and a white door. Now what I ordered is OUT OF STOCK, EXTREMELY DISAPPOINTING. They didnt even take a photo of the number of the door so I could go knock on the correct door, I still took my chances and knocked around. No one claimed to see anything.

[TiaLewis]

Currently experiencing the same thing. I do not reside in North America so I use a parcel forwarding company. Sephora posted a picture and it's nothing like what the warehouse looks like. They even sent me pictures to where packages are delivered. Sephora's unreliable shipping is getting to me. 

Can't believe they are saying nothing can be done. ABSURD! 

[LaurieBT]

Hi @DomParis,

I'm sorry for the trouble and thank you for reaching out to us! I'll send you a message shortly.

Best,

Laurie 

[poneyrose]

The same situation for me! This is definitely the last time I purchase any product at Sephora!!! This is infuriating!!! I was home all day and Fleetoptics never rang the door bell. They took a picture of the package but by the time I checked my emails, and got to the door, the package was gone.

Very bad service. 

[DaneeBT]

Hi @poneyrose Oh no! I'll send you a PM.

[fizzi2412]

I am experiencing the same problem and I’m really frustrated over Sephora and fleet optics going back and forth. For such huge orders a signature should be required and not just left out. I have not received my order worth of 2000$. I usually buy in store as the storeis near me, however all the products I needed were not available in store and was only online so I had no choice. I hate ordering online and now this happens when I did. I’m sitting here not knowing what to do now and I’ve lost all the money I spent because neither fleet optics or Sephora is willing to assist me. It happened today and I’m so upset. How can they not do anything. I’ve shopped several times from my local Sephora and now after this experience I don’t ever want to go back. For high value items, a signature and a door bell ring should be required. This is honestly not fair , does anyone have any advice on what I can do???!!! 

[24lissa24]

I’m going through the same thing not to mention they just straight up says oh well we can’t Reship or issue a refund our system doesn’t let me that’s a lie! Someone just put here stealing the packages it’s been delivered through doordash a almost 1000 order no signiture or anything come on now. I need help with this issue as well.

[DaneeBT]

Hi @fizzi2412

I'm sorry to hear about this. i will send you a PM.

Always,
Danee

[fizzi2412]

Hi. I'm waiting on assistance, Ive contacted fleet optics and they keep telling me to go back to the sender and ask them. I always shop in person and when i shop online i have issues. I don't mind getting these products in person but they're always not available in stores. Where am i suppose to go to get my 2000$ order. Both parties are refusing to assist in something that i have no control over. 

 

[fizzi2412]

UPDATE:

Sephora got back to me saying this. I can’t believe they are not willing to fix anything. I’ve been told to contact the sender by the carrier company and I am doing exactly that because they are responsible for my package to be given to me and not left outside as they claim. It’s worth 1900$ and this is the service and protection I get of my package?!??? I’m so disappointed over Sephora doing this to me. I can’t believe they are so inconsiderate of our money. You guys are a multi million dollar company and we are single consumer who work hard to make this money that’s just taken away from us. As of now I have not been assisted in any way, no refund and no reshipment. They have refused to do so. 

[luuphung]

This is what I get in return too. The exactly the same word-for-word response regarding my issue with the lost package due to their ridiculous delivery service. Expect every package to be DELIVERED at a click of a button. I am very upset that I was not accommodated for my loss. I have nothing in return for the amount I paid. This is frustrating. 

[CF1990]

Hi @fizzi2412

Wondering if @DaneeBT or @LaurieBT or @Sephora ever did anything to help you with this situation? 

We’ve had a similar situation yesterday. My sister and I both ordered the Dyson airwrap through Sephora as they seem to be the only vendor who has it in stock. We did not have the option to ship to a store nor have it signed upon arrival to ensure we physically received it. My Fleet Optics driver was kind enough to call me on delivery to ensure I physically received my package. My sisters package, however, apparently ‘arrived’, yet the driver never called to be allowed access into the building and the parcel was apparently left in the hallway of an apartment building. The package was NOT there when she arrived home 20 minutes later and Sephora is now saying they cannot refund or reship ‘due to the high cost of the item’.  

Reading all of the community posts with people experiencing the same situations, with the exact same product, is sickening. This product is worth over $800!! These posts of non delivered packages and Sephora refusing to do anything go back YEARS. 

Was just wondering if Sephora ever did the right thing for you? All of our experiences to date with Sephoras ‘customer service’ team has been the worst I’ve ever experienced. Canada Post has better security then Sephora’s choice of courier. This has been a sickening experience, to say the absolute least. Sephora should be ashamed of themselves. 

[LaurieBT]

Hi @smantha899,

I'm sorry to hear this and I'll take a look further. I'll send you a message shortly.

Warm regards,

Laurie

[smantha899]

Thank you so much. You're truly a lifesaver.

[loama]

Hi did they fix the issue they are giving me the run around