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Post in Customer Support

Missing Item No Replacement

So, judging by the many posts about the same thing, this is very common. I recently ordered a few things and one $48 face cream was missing from the box. I get my packages shipped to a mailbox store because of package theft. When I called Sephora customer service about the missing item they said that they can't replace or refund items shipped to a freight forwarding company (I guess that's what they call a mailbox store?). I don't know why where you get an order shipped has anything to do with someone in their warehouse not packing an order correctly. The box was not damaged and was completely sealed so it was definitely Sephora's mistake but now I have to pay for it. I order from Sephora all the time and have been VIB Rouge for years and I've never complained about a missing item so I was surprised at how unwilling they were to help, but I guess I'm not alone. I have 500+ points left so I'll probably go to a Sephora store and buy something cheap to use up my points then completely cut the cord with Sephora.


Re: Missing Item No Replacement

Hi @jpt2 I'm sorry to hear about this. I'll send you a PM.

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