Missing item - No help

[koltini]

For the first time ever in over a decade of constantly ordering with Sephora, I received a package with a missing item, a face powder. I called customer service to report it and asked if I could have a re-resend of the product and they refused. They said there was nothing they could do because unfortunately, with my luck a few months earlier this year I had packages stolen from my apartment and they re-shipped those for me after I fought incredibly hard for them to help me out with those considering they weren’t willing to at first. I said I didn’t understand how this was OK considering I’ve never reported a missing item in all my time of ordering with Sephora and they still said there was nothing they could do so I asked to speak to a supervisor and waited on hold for 40 minutes until someone told me that they were gonna have to call me back within three days. Four days went by and nothing so I decided to call myself and asked to speak to a supervisor. I explained the whole situation and I even ended up re-ordering the face powder because four days went by and I was out of the powder and I even offered to send the police case number to show that it was an active investigation for theft, i moved apartments so this wouldnt happen again, and that I wasn’t lying about this face powder. She was incredibly argumentative with me and just kept saying there was nothing she could do and it wasn’t their problem they already helped me once they’re not gonna help me again.  She said that I would be taking a financial risk every time I order online with them because they can’t guarantee proper order packaging. I honestly can’t believe this and I’m incredibly frustrated. I have spent so much money with them and the one time something is their fault they refuse to help, the powder was not cheap and now I am out double the amount. I said well I can’t just pay for something I never received so I will have to go through my credit card company and she said they will block my account when I do that. I can’t believe this, all my friends and coworkers are shocked that this is the type of customer service They are providing. She just kept saying that it wasn’t their problem. I have no idea what to do now I’m in Canada, so Sephora is the only place I can order a lot of of these products but with the customer service I’ve received I don’t even want to continue to have an account with them. I don’t know what to do about the $55. I’ve lost, because like she said, she will block my account if I report it to my credit card company. I feel defeated and incredibly upset. I feel as though because they will not honour a one time missing order and then threatening to block my account. I will have to just delete my account with Sephora, which is so unfortunate. I’ve never had such terrible customer service with such a huge company.

Spoiler

[keelybt]

@koltini I'm so sorry to hear about this experience.  It looks like your private messages are currently turned off. 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, not the app.