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Post in Customer Support

Lost or Stolen Package - Sephora refusing to help

I have a package that says it has been delivered but is nowhere to be found. I live in an apartment building and was not buzzed when it was delivered so there is no way the delivery person got inside our building to deliver.


I contacted Sephora but they refuse to help or even contact the carrier. They tell me to contact the carrier. However, when I did, it specifically says on their site that the sender (i.e. Sephora) is the one who must contact them and make a claim. So I cannot do it. 


However, Sephora refuses to see reason or even respond properly. They just keep sending responses like they cannot contact them and refuse to help.


Anyone else dealing with this? Feeling like they are robbing customers. Maybe if a lot of people are dealing with this we can look at ways to escalate legally.



Re: Lost or Stolen Package - Sephora refusing to help

I'm having a similar issue. My parcel isn't being delivered, and Sephora Customer Services tells me to contact the carrier myself. Carriers tell us to contact the shipper, and so the cycle continues. This must be a very recent change at Sephora because all previous orders arrived without issue, and customer service used to be excellent. 

Re: Lost or Stolen Package - Sephora refusing to help

@SS9876 I'm sorry to hear that! I will send you a PM to help. 

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