Missing item

[GuramanA]

I recently made an order and the package arrived

missing an item. I called Sephora customer service and they told me they could not do anything as they have already “accommodated me” across all avenues. This is the first time I have called customer service regarding this or any other product, and can’t remember returning anything in years. They said they would try and reship, but sent me an email shortly afterwards stating the same information, that they can’t do anything:  

“As we have assisted you in the recent past with replacements or refunds, we are not able to assist with a replacement or refund for this order. We welcome you to continue shopping with us, but if you place orders for delivery to this or other addresses, please note that this will be at your own risk.”

Speaking with customer service was overall very unhelpful. They weren’t able to give me any solutions or tell me why my account or address has been flagged. Only that someone else is using my address possibly? Which doesn’t make sense because I live with my husband who does not use Sephora and I’m not receiving Sephora orders I haven’t made. Sephora customer services needs to do better.  

My missing item is no longer the issues. My biggest concerns is Sephoras lack or support or resolution for customers. I am being penalized for a mistake made on their end. This whole process is unfair and very unclear. Based on their email, I can’t order from Sephora anymore? I’m not sure what to do except stop using Sephora. 

[MelissaM1700]

I agree. They refuse to help if they’ve accommodated their mistakes in the past. I’ve always liked the selection and am VIB Rouge, but this has happened to me on the last few orders. One damaged product and one completely missing. I feel like I’m being stolen from. I’ve also not received numerous samples.

When things are shipped, a company has to have consideration for what may happen and not make the customer pay for issues, especially when an item is not included in your order at all. Shipping issues have been bad since COVID, and the lack of staff is evident. Especially if you live in a more rural area such as myself, it’s nearly impossible to bake a two hour trip to a store. I’m furious with them and will be taking my business to Ulta and directly to manufacturer websites. 

[HeatherKo]

I just picked up my order today from UPS and also have a missing item. I am not sure who to contact or how to reach them to get my product. The item is on the packing slip / invoice and I was billed for it. I got my other item and samples, but I would still like what I paid for. 

[keelybt]

@HeatherKo Oh no! I will send you a PM to help. 

[DaneeBT]

Hi @MelissaM1700

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

Regards,

Danee

[LaurieBT]

Hi @GuramanA,

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

Best regards,

Laurie