Missing Package

[Khineman]

WILDLY disappointed with Sephora as a whole right now.  I have always preferred Sephora to other stores as I felt their products and customer service are better, which is why it felt like a no-brainer to me when I decided to start investing in my skin and order some products.  I placed a decent sized order a few days ago ($370 worth of products), and it was slated to be delivered a few days later.  I got a notification that my package had been delivered (mind you, this was 7:30 at night on a Friday) so naturally went to retrieve it.  I live in an apartment complex and so the visibility is really good as well as it's easy to see if a package was delivered to the wrong door.  My package was nowhere to be seen so I assumed it was delivered elsewhere and walked around to every place it could have possibly been dropped.  Nothing.  I submitted a claim of a missing package and within 24 hours I got a generic email from them with a big "eff you" saying "the package was delivered so we won't issue a refund or resend."  What???  I then reached out to customer service a second time and got the same sentiments.  The original email said "after careful consideration of your account and any previous accommodations made" which I found infuriating because this was my first ever online order, I created my account for this order, and no "accommodations" have ever been made.  I am beyond irritated and disappointed that Sephora feels the need to screw their customers over when they choose to use an unreliable carrier.  I have NEVER left a poor review before, but this is just astounding to me.  Sephora has lost a customer for sure, and one who was about to have many repeat orders of some pretty expensive products.

[keelybt]

@Khineman I'm sorry to hear that!  It looks like your private messages are currently turned off. Please send me a private message with your registered order number or you can contact Sephora privately through Facebook, X or Instagram.