Missing item & refusal of reshipment/refund

[shailaa2]

Spoiler

I placed an order during this VIB sale, and there is a specific item that I wanted during the sale which is a jumbo sized item & not typically carried in stores. When I received my package, I was missing that item & the rest were all good. so I reached out to online customer service agents & they refused to re ship or refund my missing item because of past accommodation. 

I have never had any items missing from my previous orders, but I have had some damaged items which I had reported right away with proof.

So as you can imagine, this was a shock to me. how is it My fault that they don’t know how to pack their orders? Why am I paying for a missing item? 

If they had all their items in stock in stores & had decent samples I would’ve gladly purchased everything in store. 

For a company so big this is a real S**** policy especially when you spend so much money here. I no longer am interested in supporting Sephora & I am heavily considering shutting my account down. 

I’ve never experienced anything like this before. 

real embarrassing Sephora. 

[Aisar79]

I am experiencing this at the moment. It is disappointing that Sephora shields behind policies that affect costumers instead of checking what is happening in their end. Considering closing the account. Better to buy from a company that actually appreciates their costumers. One costumer is not important but where I spend my hard earned money is.

[LaurieBT]

Hi @Aisar79,

I'm sorry to hear this! I'll send you a message shortly.

Best,

Laurie 

[Aisar79]

Sephora costumer service is useless. Instead of taking a look at the complains about orders being packed incorrectly the company and employees repeat the same song over and over. I used a fright company because there is no international shipping to my country. So I am costumer who is being excluded from the re ship policy because I am not in the US. This would have never happend if the person that pack my order paid attention to what was doing. There are complains about this issues in your plataform and what is being done about it? Nothing. Not even the invoices are included now, why perhaps to being able to scam costumers without consequences. Extremely disappointed about the way this issue is being handled by the company.

[kinirokoi236]

I’m experiencing this issue first handed now and it’s super frustrating. Have the customer service reach out to you regarding your issue and what was the outcome?

[Mlyeo126]

100% Sephora has some kind of issue going on with during the packing phase- there should be accountability…maybe packages need to be checked by a supervisor or manager and each item checked off on the packing slip and initialed. I’ve had so many issues with items being damaged, not receiving the item and only getting an empty box no packing slip but 2 samples, or I get an item I never ordered. When there are clearly so many others out there experiencing this, you would think Sephora would want to fix this problem. Currently I am waiting for an email I should be receiving in 48 hours about my most recent order where the Sephora collection eyeshadow sticks I bought I never received. Instead I received a box with no packing slip, 2 perfume samples which one was broken/leaking. So I purchased something and did not receive it and Sephora will not issue a replacement order or refund..somehow that’s my fault for something they are responsible for.

I honestly really wonder how many of us are out there experiencing this..and how we could all come together? 

[Aisar79]

They dont pay attention how they pack the order. It happened to me, they did not include an ítem and Sephora refuses to take responsability. Costumer service is useless for that type of issues 

[nhunguyen2510]

I am going through the same thing too. Received something totally different from what I ordered. But Sephora refused to refund or reship my items because they “assisted” me with other issues before. The issue happened before was because Sephora shipped my friend a perfume sample instead of an actual perfume bottle. How is this my fault that both times Sephora shipped wrong items? We don’t deserve to be treat like this after spending $1000+ every year on Sephora. 

[LaurieBT]

Hi @nhunguyen2510,

I'm sorry to hearthis! I'll send you a message shortly.

Best,

Laurie 

[Lesliecdmg]

Sephora stopped including packaging slips since covid. Not sure why they did that but I’m assuming if a item is missing a packaging slip won’t change that fact. 

[LaurieBT]

Hi @Mlyeo126,

My apologies! I'll send you a message shortly.

Best,

Laurie 

[LaurieBT]

Hi @shailaa2,

I'm sorry to hear this and I'll send you a message shortly.

Best,

Laurie 

[britty06]

Hi Laurie,

It looks like I have a similar thing happening. I returned my product and they sent me an email saying they cannot refund or return the item. The product was returned in full, in its original box and packed with everything. I called customer service and she said the distribution center just had a memo saying “items missing” but not what item. (It’s a product with attachments).

This was a very big purchase for me, I returned it immediately. I never in my life expected to be told “no return” or “no refund”. They said they won’t even send it back to me.

I am devastated by this and confused how Sephora would act in this way. 

[DaneeBT]

Hi @britty06 Oh no! I'll send you a PM.