Missing item, Sephora won't refund or replace it

[vandhanagupta]

I recently ordered from the VIB sale, I usually do not make such large purchase in the fear that I will not have all my items shipped to me, or there might be problems. I received both my shipments without any problems, no damage, it was still tapped down with the Sephora tape, but when I opened my box, everything was there but I was missing only 1 item. When I called customer service, they told me that my address was a forwarding address and they cannot do anything about it, something no one thinks about. My apartment complex does use a third party to have our packages delivered because they will fine us if we try to have our packages delivered to their office, but we have been using them for almost a year now with no problems from other companies shipping packages to us. Also what if I worked at that business, how do they even know it is a forwarding address? When I spoke with a supervisor, he had the audacity to tell me that I should get a P.O. Box, just for Sephora packages? No thank you. Clearly, I'm not the only one that this has happened to and with Sephora being such a big company, it's sad that they have such poor customer service because this wasn't the first time that I had a bad experience with them. Why would I lie about a missing product when I got everything else? It's not my fault that their employees are either stealing or not placing all the items purchased in the box and Sephora is making us still pay for the items without receiving them. I will no longer be shopping there, and will complain to the BBB about them. 

[jackelincl]

The exact same thing happend to me. Only one item is missing and Sephora won't do anything to fix this problem they caused. It's disheartening to see that so many people had the same problem throughout the years and Sephora won't fix this issue. I understand that they have a lot of orders during the VIB sale but it's not the customers fault their employees don't put all the items in the box before shipping. This has never happend to me and I've been buying from Sephora for years. I don't think I'll ever buy again if this is how they treat their customers.

[DaneeBT]

@jackelincl sorry to hear about this! 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 and name of the missing item or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[raquelripollleb]

The same thing is happening to me right now, it’s just one item of my order that’s missing thank god, but the fact that they won’t do anything to fix it and are basically just saying that I lost my money, is what makes it worse.. I’m never shopping here again. 

amika Perk Up Plus Extended Clean Dry Shampoo 

Missing item Missing Items No refund 

[keelybt]

@raquelripollleb  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 by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[raquelripollleb]

I tried to reach out through the live chat, but it keeps loading without success. Through the live chat, Alena informed me that Sephora would not be responsible for my refund nor would they send the product because their policy states that they do not take responsibility for orders sent to a courier address. I also tried to find a way to activate private messages, but it keeps giving me an error.

[keelybt]

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

[TitiHn]

Almost the same happened to me! Lost around $200. Not fair 

[Qiqix]

Have you received the refund? How did Sephora solve the wrong item and missing item issue?

My Sephora packages went missing and Sephora refused to send me a new one or pick up the items from the store, or refund me.

What do you think I can do at this point? Here is my post:https://community.sephora.com/t5/Customer-Support/Missing-package-and-missing-items-and-Sephora-won-...

[rachelmae]

This happened to me too, and it was hundreds of dollars worth of products. I now film myself opening every single order I get from from Sephora because of it. So sorry you’re going through this!

[DaneeBT]

Hi @vandhanagupta

I'm so sorry to hear about this. I will send you a PM to assist!

Regards,

Danee