Missing Package / Sephora refusing to refund

[cookiewink123]

I'm so frustrated. I recently placed about a $250 order with Sephora and it's literally nowhere to be found. The delivery photo is the back of a UPS man in front of my house- doesn't show the package, doesn't show how many (I had multiple to be delivered that day), nor where it was even left. But, apparently Sephora says "it's got proof of delivery- we can't help." I tried filing a claim with UPS and they said I couldn't, that only the merchant could start a claim. I asked for a reshipment or even a refund, and they said nope. I've been going back and forth with them for several days and there's no movement. Has anyone else who's had this issue ever gotten it resolved?

[LaurieBT]

@cookiewink123, 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!

[cookiewink123]

1. Hi, for some reason it seems like I can't access my profile to update my settings?

[keelybt]

@cookiewink123 I'm sorry to hear that you are having trouble! I have removed your order number and email as we do not allow that posted publicly. You should be able to adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app. Alternatively, you can message Sephora privately on Facebook or Instagram. 

[nat2267]

having the same issue as you. this is insane!!!

[LaurieBT]

@nat2267, 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!