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Post in Customer Support
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Lost package

I placed 2 orders on Apr4,2020.

I received the 2nd order on Apr9 , the 1st one still missing.

I checked the delivery status, it said it has been delivered on Apr8.

So I am sure you shipped to a wrong address or package got stolen.

I am very upset right now. It's $300 goods inside that package.

 

I can't sleep.....

Re: Lost package

I have nondelivery that UPS says was delivered (but no photo, and usually they take a photo.) One of my most expensive orders as a birthday gift. I have no idea what to do in the US to recoup my loss.

Re: Lost package

Hi @megfowler,

 

I'm sorry about this! I'll send you a message shortly.

 

Warm regards,

Laurie 

Re: Lost package

Never think that this will happen to me. I just got to my apartment yesterday, and beyond excited to get my package. However, I couldn’t find it anywhere. I never received my package even though it showed delivered on website.This is so frustrating! What should I do? I don’t know if I can trust shopping online anymore🥲

 

Re: Lost package

Hi @JrRong,

 

I'm sorry to hear this! I'll send you a message.

 

Best regards,

Laurie 

Re: Lost package

Yes, please. Thank you!

Re: Lost package

Did this ever resolve for you? 

Re: Lost package

i ordered my item early in the morning around 6 and i never received my package even though i did the same delivery option. this is so frustrating because what's the point.  

Re: Lost package

Hi @xha2003,

 

I will send you a PM to further assist.

 

Always,

Danee

Re: Lost package

I haven’t received my package yet it has been a week now

Re: Lost package

Hi @mahambs,

 

I will send you a private message.

 

Best Wishes,

 

Janean

Re: Lost package

I bought 700$ worth of items the status was delivered I never received it. I’ve been disputing for 2 months and all I’ve received is horrible customer service and supervisors are even worse. After taking me around in circles telling me to conduct the shopping company going back and forth for two months they said we can’t do anything we can’t refund or reship the products. 700$ bill with nothing to show for it. I had to become and investigator and located the package which was located at the neighbouring building beside mine. I contacted them and told them I located the package when where it was etc. They tried to tell me they couldn’t refund after everything I went through but somehow they refunded the money to a credit instead of my payment method which is ridiculous considering I had to locate the package and I was told it would be returned to my method of payment. I’ve been on the phone for hours again the supervisors are telling me they can’t do anything because it’s over the 30 days. The most ridiculous policy they’re trying to impose on me because I never had any product to return so how do I fall under that policy when my product was lost? Sephora you’re a multi million dollar company you need to get it together. I rather purchase from any other store rather than give my money to Sephora from now on. Thanks for nothing. 

Re: Lost package

I cant believe it! I have almost $700 worth of merchandise I bought and the package never arrived to my address (my families shipping comoany) which I have never had a lost package or an issue like this and Sephora does not want to help me or return the money to me or the products. This happened to me a couple of years ago to my apartment with Shopbop and they reshipped everything without charging me. Sephoras policies are extremely different than other leading companies and it is definitely not fair as to their treatment to us customers. I would really appreciate your help or recommendation as to how I can get my money back. I have called CONTINUOUS times and they dont listen and just say nothing can be done.

Re: Lost package

did you solve it? I just realized my package is missing! they are so. stupid to write Sephora ON THE PACKAGE ... people just gonna steal it

Re: Lost package

Hi @greatkisser,

 

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

 

Best,

Laurie

Re: Lost package

I am literally going through the same issue. I googled to see if I’m alone or if others are getting the same response. My package was only $150aud however, but still same issues. I live in a complex apartment building and couriers leave them in lobby so things are easy to take. Ive sent Sephora photos etc how the courier may have just left it in the lobby. Sill they keep passing me on to about 10 different representatives telling me they are working on it blah blah

Re: Lost package

Was this ever resolved or is this lost cause? 

Re: Lost package

Hi @amberryc,

 

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

 

Always,
Danee

Re: Lost package

I’m in the same boat rn. Fedex lost my package and Sephora won’t refund or replace because it was sent to a PO Box due to me being out of the country and not wanting it to be stolen from my front door!! I’ve spent thousands of dollars at Sephora, this package alone was over $300! I feel like I’m being robbed by sephora and fedex! 

Re: Lost package

@TiffTheQueen I see that this is being looked into for you and you should receive an email within 48 hours with additional information. We appreciate your patience while this is being looked into for you. 

Re: Lost package

 
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