Missing Package - Sephora won't refund/reship

[Paulinepop]

I made multiple purchases from Sephora during the VIB Rouge sale. Sephora has started to ship with Fleet Optics which has been an absolute headache with every order that I have placed. I had called previously about this order as my shipping kept showing up as "could not locate" and "could not attempt". I was advised to wait and see and waited as my tracking continued to update like this switching from "could not locate" to "could not attempt" for the next couple days.  

This sunday at 7:45AM I was buzzed via intercom at my condo by a driver from Fleet Optics who advised me that they had my sephora package. I let them know that they could drop it off at the concierge on the fifth floor and I would buzz them in. As per tracking - this shipment was delivered 7:49AM. I went to see my concierge later that morning and nothing has been received. I have followed up numerous times and they have not received it. I am sure that the driver was at my building but I have no idea what happened to the package. I tried to reach out to the courier company via phone and email and have not been able to be in contact with anyone. I then called Sephora to see if they could help me locate the package - to see who received the package if it was signed for. They told me they would process a refund for me but I let them know that I just wanted to locate my order as I purchased these items on the VIB rouge sale and did not want to repurchase it now that it is over and many of the items I ordered are now out of stock. They told me that they would not be able to help me locate the order and that they will just go ahead and process the return. I agreed as it seemed like there was nothing they could do and that the package was lost. She then came back and advised that she would not be able to process the refund as they have already sent me replacements in the past and she could not get past that screen. I have never filed a dishonest claim with Sephora - I have been shopping with Sephora for a decade and have filed one claim when an order I placed was stolen. All packages that were missing have actually been missing. I understand that Sephora is trying to avoid fraud however - I am being charged for a package I have not received and am being refused any support for. I have been a VIB rouge member for years and have spent a lot of money with the company.

They told me there was nothing they could do and that I would have to file a claim with Fleet Optics - which I am not able to contact. I am not asking for my money back - I would like to avoid this whole headache and locate my package. Sephora refuses to even conduct an investigation for me. The package was definitely at my condo but something happened and it was not received by my concierge. The driver buzzed my intercom instead of the concierge when entering the building which has never happened when receiving a package. It seems the driver was inexperienced and now my package is missing.

This was a $500 order and the lack of customer service I am receiving is very disheartening as I have been a loyal customer to Sephora for years. I have spent over $1000 alone during this VIB rouge sale. This entire ordeal is extremely frustrating as it seems like Sephora is completely unwilling to help. Sephora decided to ship with this company which is clearly completely unreliable and now I have to deal with the consequences!!! I have more packages coming from Sephora that will most likely be shipped with fleet optics and do NOT want this happening again. I have never had an issue like this with Canada Post.

[CAtoNYgirl]

This is happening to me NOW. I have NEVER been dishonest with Sephora and I don’t even recall ever asking for help with deliveries from Sephora. Here they are, accusing their loyal customers of LYING and STEALING. I literally order from Sephora almost every week and I always spend a significant amount. This one package that I’m missing is probably the least amount I’ve ever spent on an order. Why on earth would I lie about it.

All I want is the stuff I ordered. I never asked for a refund.

I WILL NEVER SHOP AT SEPHORA AGAIN.

[DaneeBT]

Hi @CAtoNYgirl

Sorry to hear about this! I will send you a PM to assist.

Always,
Danee

[prettylady999]

How many refunds do you need , if they have assisted you before how many missing packages before it's you're fault ? 😑

[DaneeBT]

Hi @Paulinepop,

I understand this may be frustrating and I am so sorry to hear you didn't receive your recent order and for your experiences with us! If you have additional questions or concerns regarding your order, please contact us via phone at 1-877-737-4672. 

Always,
Danee