Missing Package - No help or resolution

[Nilp]

I’m honestly just really upset. I was genuinely looking forward to this order. It was something special I was excited about, and now it’s just gone. The tracking says it was delivered, but the package is simply not there and definitely not in a secure location. I’ve checked all around and followed every step Sephora told me to take, and still, no solution.

What makes this even more frustrating is that I live in a community with secure delivery lockers, yet my package was never placed there. Instead, it was left at the door. I was told by support to file a claim with UPS, only to find out that I’m not even allowed to, only the sender has the authority to do that. If your team already knew about this restriction, I truly don’t understand why I was asked to take that step in the first place. So after doing everything I was told, my request was simply denied. No help. No resolution. Just closed.

I’ve been a loyal Sephora customer for years. I’ve always trusted the brand and had great experiences in-store. But this online order has been nothing but stress and confusion. What started as excitement has turned into frustration and now just plain disappointment. I never thought I’d be left in the dark like this, especially when I did nothing wrong.

I work in healthcare. My days are long, demanding, and emotionally exhausting. I shouldn’t have to spend more of my limited time chasing down a missing package. I trusted Sephora to handle this, and now I’m left empty-handed and ignored. This isn’t how you treat loyal customers. I expected better.

[Nilp]

Resolved. @DaneeBT Thank you!

[DaneeBT]

@Nilp I'm sorry to hear about this! It looks like your private messages are turned off. You can adjust your preferences in your Community settings (on the browser only, not the app). Please send me a private message with your order number so I can take a look. Thank you!

[Nilp]

@DaneeBT I still haven’t received any resolution, and I was recently sent an email stating that there have been multiple issues at this address and that accommodations were already provided. I want to clarify that I only moved into this apartment a few months ago, and this was actually my first online order from Sephora. So that information is simply not accurate. 

Also, if this address has delivery issues, I don’t understand why the secure package lockers in my community weren’t used. That simple step could have prevented this entire situation.

[Nilp]

Thank you for getting back to me. I’ve just updated my settings to allow private messages. I’ll go ahead and send you my order number now. Appreciate you taking the time to look into this!

[Nilp]

@DaneeBT Is there any update?

[DaneeBT]

I received your PM and will be responding shortly! 

[anabel31]

This happened to me and refused resolution