Missing Package - Please Help!

[iamatom]

Hi,

I really need your help here. I'm pretty upset about my first ever Sephora Canada order and honestly don't know what to do.

So here's what happened - I ordered some oils and a serum on Dec 23 (Order# - ) as a surprise Christmas presents for my friend (I'm in India, she's in Canada). FleetOptics was handling the delivery (tracking - ) and they sent me this email saying it was delivered (On Dec 24), even included a pic of the package "near the mailboxes." But guess what? I informed my friend to check and it's not there! My friend has looked everywhere and asked around, but nothing. They didn't even bother calling or messaging her before supposedly delivering it. I gave 2 numbers for them to reach out in the tracking site.

I've been reading tons of similar stories about FleetOptics and I'm so worried 😞 I put so much thought and time into researching and picking these items to cheer up my friend for Christmas as she's far away from home, and now this whole thing is just saddening.

I've already messaged FleetOptics support but I am yet to receive a response. After seeing all these complaints and similar experiences on Reddit and the community, I'm not feeling any confident. Can you please help me with this?  (would really appreciate if you can escalate the issue further and/or file an emergency complaint with the delivery company)

[LaurieBT]

@iamatom, I'm so 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, I'll look into this. 

Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. 

Please kindly note that the order number and tracking number have been removed from your post for security purposes. We are only able to assist with order-specific information privately. Thank you!  

Best,

Laurie

[iamatom]

I just sent you a PM. Thank you!