Missing item please help!

[octiM]

I want to share my recent experience shopping at Sephora, and unfortunately, it was not a good one.

This was my first time ever placing an order with Sephora. I usually shop at the Navy Exchange since I’m in the military and we receive products at a discounted price. I decided to try Sephora online this time, not expecting any issues.

When my package arrived, I noticed that an item was missing from my order. I immediately contacted customer service to resolve the issue. I was told that I could not receive a refund or a replacement because of “previous accommodations,” which made no sense since this was my first time shopping with Sephora.

After I explained that it was my first order, I was then given another reason: they said the weight of the shipment matched the items that were sent. However, I recorded a video while unboxing my package, which clearly shows that the item was not included. I also provided screenshots as proof.

Despite having clear video evidence, my claim was still denied. It was extremely frustrating and disappointing to feel like I wasn’t being heard. I work hard for my money, and losing it over a mistake that wasn’t mine felt unfair.

I’m sharing this experience to be transparent and to caution others. I truly expected better customer service, especially when providing solid proof. Sadly, this experience has made me hesitant to shop with Sephora ever again. 

[Mia060]

Exact same situation! And customer service is refusing to help. Their solution is to shop at the store. Well not everyone has a store close by. 
Very frustrating considering some of us have Rouge status which means we buy over a certain amount per year and yet are treated like we are trying to fraud the system. If we pay for something with our hard earned money, we expect to receive it and not have to pay the price for the mistakes the warehouse is making by packing the orders wrong.That's unacceptable! 

[LaurieBT]

@Mia060, I'm 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. Thank you!

[kkkhlo]

did you get your refund?

[octiM]

No I’m going to dispute the charges with my bank 

[keelybt]

@octiM 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 Sephora privately through Facebook or Instagram. 

[octiM]

it wont let me but order number is