Missing item, no refund or replacement

[bopha1]

I received my last two Sephora packages by courier today and one of the packages included an item that I did not order and the item I ordered was missing from the package. This has never happened to me before. I called Customer Service and was told that my account was suspended due to sharing my account or having multiple addresses or emails. None of this is true. She was not able to send me the product or even issue me a refund. I spent over $1,300 this week during the sale and also continue to maintain the Rouge status every year. I was already Rouge halfway through this year.  Why would I spend thousands of dollars every year and try to lie or steal ? 

I was also told I had a refund in the past which could be part of the reason why my account is suspended.  I was issued a refund a couple years ago because the courier apparently delivered my $600 package but I never received it. It was either stolen or not delivered. I would have liked to think that if I was spending that much on items that  Sephora would ensure the courier hand delivers the package and not leave it somewhere in the condo lobby or hallway, visible for someone to steal. Sephora kindly refunded me and I went to the store and repurchased the same items right away. Due to this refund,  that means that another mistake that someone makes from your store is my fault and I should lose out on the product I ordered ? 

This time, I received an item I never even purchased and the product I purchased was not in the package.   Sephora said they cannot issue a replacement or refund due to previous accommodations made on my account. Both times were not my fault. 

I am now short a product as well as my money. I even emailed the photo of items I received  Very unhappy with this service as I have never stolen or lied about anything. This is fraud and robbery! I am trying to think of other ways to get my money back. Perhaps this is an inside job and that's why so many people are missing items in their packages. 

Spoiler

[shach120]

I just had the exact same scenario today with an order today that was almost $600 of merchandise. after speaking with customer service through chat, it is clear that they are not going to do anything about it because of their insanely unfair rule that all liability apparently falls on the customer once a package is "delivered". a row of houses next to mine all have an identical front porch and the customer service agent had the audacity to say that FedEx posted a picture of a box at an angle of just some stairs on a front porch, which apparently means it was "delivered". They should have asked for a signature at the very least for such an expensive order or just not left the order out in the open like that for anybody to grab. I don't know what went wrong but I'm extremely disappointed in sephora's customer service today and will likely not be spending another penny here until the issue is rectified. $600 and most of them a birthday gift for my wife and brother. absolutely ridiculous!

[badass22]

I don’t know how old this post is. I actually forgot to look at the date…😬 i’ve had a similar experience quite recently actually where I ordered an item and received something completely different. pretty easy and straightforward w/customer support. I was sent a return shipping label to Sun back the incorrect item, and was sent my original one pretty quickly. I like to think that it’s just simple mistakes. We all make them. I’m sure they have such a vast amount of orders to fulfill, and sometimes these things happen and they’re complete accidents. It’s like when you go to the coffee shop and you get the wrong coffee. However, my item was nowhere near as expensive as what you’ve mentioned yours was. I would maybe disputed with your bank…? I mean unless there’s a pretty substantial amount of missing packages, or complaints of receiving wrong items… I don’t see why you wouldn’t be able to dispute it. I certainly suggest getting a doorbell cam. They’re great to have anyway but especially in situations where packages go missing at least you have proof and a lead to follow, and can file a police report if necessary. 

[Qiqix]

Hi Bopha1,

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-...

[keelybt]

@bopha1 I'm sorry to hear about this experience. I will send you a PM for more information. 

[makeup12313]

Hey girl, there was a $30 missing item from my order and Sephora is refusing to refund me. Can you please send me a PM as well if you know how you can help me. Thank you

[montmari]

My package was marked as delivered but I did not receive it and Sephora is not helping me at all. My order was bridal gifts for a wedding I was attending and I literally had to buy new gifts and decided to go to Ulta because Sephora doesn't care that I didn't receive my order even though I order from them almost every week and spend thousands of dollars a year. From reading other posts I see I am not the only one, I just don't understand why Sephora treats customers this way. Do you all have any more information on why you aren't being helped?

[DaneeBT]

Hi @montmari I'm so sorry to hear about this! I'll send you a PM.