Missing item

[6262mandy]

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.

[LaurieBT]

Hi @6262mandy,

I'm sorry to hear this! I'll send you a message shortly so I can look into this further.

Best,

Laurie