Lost package, refusal to refund , replace or track package

[aemullane]

I placed an order online and did not receive my order. I discovered this as I was going through my order history and realized that one of my orders was displaying as shipped not delivered. I contacted customer service on the phone and was told that the order could not be refunded or replaced as it was from 2023 (past a 60, or was it 90 day window? I don't know I was given two answers by two different people).

My only solution would to be contacting the shipping company, and trying to track down the order. I did so, and the tracking number issued by Sephora is not even in the correct format for OnTrac! Therefor the carrier would not be able to look for the package even if they wanted to. 

So now, I am out $150, don't have my product, have been lied to by Sephora (do you just make up tracking numbers? Why does my account say shipped but not delivered, but on your customer service members end it says delivered? Is the policy 60 or 90 days?). 

I have taken screenshots of all of this, and will be taking this to my bank for a chargeback. What a shame that Sephora would rather put a customer through this mess instead of providing quality customer service. I strongly suggest purchasing products directly from the products parent company rather than Sephora as it appears policy is written to abscond with customers money. 

Hint: That $150 is all it took to lose my business forever, ensuring that your customers are treated ethically is the baseline for a company and Sephora can't even handle that low bar. Based on others complaints I'll be told I'll be contacted, and then be shined on and not offered a solution. I'm sure my bank will be more apt to handle this complaint as they value my business. 

[Tamtoum]

Same thing with me. Apparently my package was delivered, but I bever recieved it and the photo that shows on Fleetoptics doesn't even show anything, it's a blurry photo. And Sephora refuses to reship or even refund me my money! 400$ worth of stuff!! And here I was excited for the Sephora sale... Never again 

 

[keelybt]

@Tamtoum Oh no!   It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[Tamtoum]

Hello, I sent you a private message with my order #.

[Dee1005]

I am having the same experience. they are telling me they are not responsible for packages once they’re shipped.

[MickeyF90]

@aemullane did they assist you successfully on this matter? no one will assist me and they are saying they will not replace my items.

[aemullane]

No, in fact this has not been resolved. As I said would happen in my initial post, I am being told it is not Sephora's responsibility to provide the product a customer has paid for. I will be escalating this to corporate directly, and will point out the hundred's of similar complaints here and across other online forums. 

[MickeyF90]

Yup. I am not even surprised. I am in the same exact situation as you. They refuse to take responsibility and actions for their mishaps. And as the merchant, it is their responsibility at the end of the day. I am going to continue to push for a resolution no matter what it takes. AND I am MOST DEFINITELY not shopping with Sephora ever again.

[LaurieBT]

Hi @aemullane,

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

Best regards,

Laurie 

[Dee1005]

I am having a similar experience. What is Sephora’s solution?

[keelybt]

@Dee1005 I'm sorry to hear that! I will send you a PM.