Missing + Broken item w/ no reship or refund

[KJA1012]

I am a very loyal and frequent shopper of Sephora. A top-tier member, have their credit card, shop monthly at the store and online. Yesterday, I received two packages… One was a replacement order for a broken item, the other was an order I had placed for two different items. The first order with the replacement was broken again. Second order was missing one of the items in my order. First, I tried the online customer service chat and got nowhere. She was no help at all. I was told that they couldn’t re-ship or refund my items because it was being declined by their system for requesting “too much support.” At that point, I was livid so I picked up the phone and called their customer service line instead. At least this time, the customer service rep named Tim was very helpful. Unfortunately he had the same issues not being able to refund or re-ship my orders because I’ve been “accommodated too many times in the past.” Then, he looked further into the accommodations, and it was once in November, when I returned a large order of unopened items because I had duplicated the order by accident. The second time was when I ordered the replacement for the broken item. Does it seem like I’ve been accommodated too much? I’ve been a customer since 2013 and those are the only two times I’ve ever had to reach out to customer service. At this point they will not replace the broken item or replace the missing item. Tim put in a request for an override that will take 24-48 hours. If the override is not excepted, I will be out almost $100 per Sephora’s errors. I really hope this is resolved as I hope to continue to be a loyal and frequent customer of Sephora. However, I cannot support a business that treats customers like this. After reading some of the other posts, it seems like this has been a common occurrence lately for many Sephora community members. Sephora… Please do better and fix this customer service issue. Your customers want the old Sephora back. 

[DaneeBT]

Hi @KJA1012

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

Regards,

Danee