Missing/Stolen package -SEPHORA WONT REFUND

[mona11111]

Spoiler

I ordered $350 worth of sephora. i RARELY ever order from sephora, when I do it’s just ordinary products. Fleet optics confirmed the delivery but when I got home my package wasn’t there. So, I contact sephora, first they said “since they confirmed delivery we can’t override for a refund” then they told me “you need to get fleet optics to change the delivery status” THEN they told me “our shipping and tracking team can only override this” worst of all, I spoke to the representative HERNAN. i repeat HERNAN. who called me a name, AND i quote said “my job is twice as hard as yours because i have to deal with people like you” absolutely disgusting of him. Sephora still has my money. Even fleet optics told me I need to contact the sender as they don’t do refunds (duh, they’re just the shipping company) sephora gave me way too many excuses for their poor “policies” if I could go to the authorities I would

[sephirothbigtit]

This exact thing happened to me, it seems pretty common for fleetoptics to have packages “go missing”. I spoke them once and they just said they’ll keep and eye out for it but i contacted them again and they responded within 5 minutes saying “despite our best efforts” it has been determined as lost, i don’t even know if they looked!!! It’s so disappointing and frustrating since sephora won’t refund or reship the package and now i’m out of money. sephora’s stupid policies make it impossible to have them help, my last customer service assistant was mouthy and rude. has anyone been able to get help with this problem?

[LaurieBT]

@sephirothbigtit, 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. Thank you!

[terry2003]

I recently contacted customer service regarding my missing package, and I was informed that no further action could be taken because a delivery photo is available. However, I have carefully reviewed the photo and checked all possible locations, and I still haven't received the package. I'm concerned about this policy, as a delivery photo alone does not confirm that the package was successfully delivered to the correct recipient. This may be a case of misdelivery. Given that the order value is approximately $450 and I didn't receive the items, I respectfully request that this issue be escalated and investigated further with the carrier.

[keelybt]

@terry2003 I'll be happy to take a look. Please send me a private message with your order number. You can adjust your account settings (the gear icon) on a desktop or mobile web browser to enable private messages, not the app.

[terry2003]

 

[DebiDeb77]

Something similar just happened to me. Initial order wasn't received - Customer Service representative said they could send a replacement. When I received the replacement, it was missing 2 items (a luxury travel perfume and a deluxe sample bag). I immediately contacted Customer Service and was told there was nothing they could do about it. I was shocked! I told the Customer Service representative that Sephora took the customer's money and left the customer without the item they paid for - I said, for all intents and purposes, Sephora was stealing from the customer. The Customer Service representative said that they were done with me and disconnected the chat. Once again, shocking! I needed the perfume as a gift and, prior to purchasing in the app, I had actually tried to purchase it from multiple Sephora stores... in the app, all of the stores I went to showed having the perfume in stock. But, when we went into each one of the stores, we were told by Sephora employees that they didn't actually carry the item in the store - at 2 of the locations, the Sephora employees told us to go to Nordstrom to purchase. I was trying to use Sephora gift cards, so I had to purchase thru the app. Had I known that I was never going to receive the item and that it would still have to purchased at Nordstrom (shout out to my pops who felt bad for the fact that I'd spent money on something that I didn't receive and actually bought the perfume for me), I would have initially purchased at Nordstrom as the Sephora employees suggested. And, had I known that the replacement package would not have actually been a complete replacement, I would have requested a refund. Not receiving the deluxe sample bag was a bummer. But having Sephora take money from me and not send me the product is beyond infuriating!

[patel882]

My order was lost for worth 176 USD, my order was left at unknown place, I didn't get any call from driver to ask my security code they just left it at random place, I don't even know where, and they refused to refund my amount or to give me reshipment, I am so disappointed

[keelybt]

@patel882 I'm sorry to hear that!  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us privately on Facebook, Twitter or Instagram. 

[kristyd35]

I am facing same issues

I'm missing an order and refuse to help me.

[DaneeBT]

@kristyd35 sorry to hear that! It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[kristyd35]

• How do send a private message or change settings to do so?

[keelybt]

@kristyd35 You can adjust your account settings (the gear icon) on a desktop or mobile web browser.

[kristyd35]

 it won't let me private chat with you and sephora is refusing to help me on my missing order

I think my account is hacked

Because it is don't weird things 

[LaurieBT]

@kristyd35, you can adjust your private message preferences in your Community settings (on the browser only, not the app). Please look for the gear/settings icon. You may need to swipe the banner over a bit until you see it. 

Best,

Laurie

[LaurieBT]

Hi @mona11111,

I'm so sorry about this! Thank you for reaching out to us. I'll send you a message shortly.

Best,

Laurie 

[kristyd35]

 I got this weird error when trying to reply to you 

Sephora will not help with missing order at all

[Fabi1806]

basically the same happened to me, i was busy to go to store and I thought order online was a good idea, I purchased some things for me and my mom since mother’s day is coming and i was going to travel to see her, well long story short my order never arrived, I contacted customer service and was a terrible experience, told me to go to the post office and track my package which I did, but they didn’t give me any information about my order they said go to the customer service they will help you, and i did, my refund and reshipment was denied again with no reason?? Why? Im not lying about it! I pay for something I haven’t received!, that’s why im going to customer service, I cannot repurchase everything its not that I spend 5 dollars on this i made a $366 order and I expect to have it. 

[keelybt]

@Fabi1806 I'm sorry to hear that! I will send you a PM. 

[wonton608]

the same thing happend to me I ordered alot of oribe hair products they never arrived and when I told sephora about it they denied me a refund request