Missing Package - No Help from Customer Service BEWARE

[sylveeya]

I ordered $900 worth of makeup last month and never received the package. Ontrac tracking says that the package has been delivered last November 21 but we never received the package. Upon checking the tracking, I noticed that the delivery location states Vancouver, Washington and not in Portland, Oregon where my shipping address is. I tried to contact both Sephora customer service and Ontrac customer service and both of them kept insisting the the package was "delivered". Yes it was delivered but not to my address! They can't even provide any proof of delivery when I asked.

I insisted on a refund or a replacement of my order but all the agents I have talked to kept repeating the same answer saying they do not entertain concerns for orders shipping to a forwarding address. It is absolutely appalling that they are saying this because we are also their customers and we deserve the same treatment as any other customers. It's not like we are paying less for their items. Furthermore, the issue here is that it is their shipping partner's fault and not mine nor our forwarder's fault. It clearly shows that the package never reached Oregon and yet Sephora and Ontrac won't take accountability for their mistakes!

I have been ordering in Sephora for years and I order thousands worth of makeup yearly, I am really disappointed that this is how they treat their customers! It would be better to support other merchants that are willing to take responsibility for their mistakes and treat all their customers fairly!

[LaurieBT]

@sylveeya, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number and shipping address, I'll look into this. Thank you!

[sylveeya]

Hi @LaurieBT , my private messages should be turned on already but I have sent you a private message as well.