Missing item

[Ummirah]

I am a very loyal customer. I have been shopping with Sephora for years and shipping to the same address. I am missing one item, a perfume that cost $165. No one is helping me because it’s a forwarding address but the box came sealed and untampered with. Clearly it’s an item that wasn’t packed in my order. PLEASE can someone help me, that’s so much money to just lose out on, i am not even asking for a refund, I just want what I paid for #missingitem Maison Margiela 'REPLICA' Afternoon Delight Eau de Toilette with Vanilla & Sandalwood 

[breeetienne]

Please definitely reach out to customer service. I just got my package also and I'm missing a Vanessa myrick's item, both of my samples were substituted with cardboard samples that don't even match my skin tone and I'm missing the perfume sampler. I don't know what's going on but I need to get that fixed ASAP. You do the same. 

[DaneeBT]

@breeetienne sorry to hear about this. I see that you were recently assisted.

[Kevia]

Did you reach to customer service via phone?

[DaneeBT]

@Ummirah I'm sorry to hear about this! Our website lists that if you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not responsible for lost or stolen packages. This can be viewed here:

https://www.sephora.com/beauty/shipping-information

[Ummirah]

This is truly unfair because the box came completely sealed, nothing was tampered with and everything else was there except one item!!! It was $165, the most expensive thing in my order. I have been shipping to this address and ordering from Sephora for years and clearly this was an issue on Sephora’s behalf, my item wasn’t packed. This is not fair at all, especially when I am a loyal customer and this wasn’t my fault or the freight forwarder’s fault. Nothing was tampered with. My item was not packed in the box and as someone who was shopped with Sephora for so long, this is truly upsetting and depressing and makes me never want to shop here again because no one cares that I was literally robbed $165 

[makeupjunkie65]

@Ummirah , All major distribution centers use camera and barcodes that must be scanned and also a weight system to deter stealing. This doesn’t even address what distribution employees go thru to get in and out. Such theft that you are implying is virtually impossible in a digital world. But if your package is handled by many people ( freight forwarding) before arriving to you who knows what could happen but definitely not Sephoras responsibility. 

[Ummirah]

Clearly you’re delusional. The package was completely sealed. How could this be happening to so many other people, but instead of helping their loyal customers, they’re refusing to help? It is Sephora’s fault. My item was not in a sealed box. This is a drop in the bucket compared to the HUNDREDS of orders that I have placed over the years without issue. Obviously if this is a common occurrence during the Sephora sales, then Sephora should try to help their customers instead of blowing us off for a stupid policy that so many other companies do not have. If I knew this was a policy, I would have stopped placing orders ages ago. This is absolutely wrong 

[Ummirah]

I genuinely believe this policy allows Sephora to steal from people who are using freight forwarders because of this UNFAIR policy. Surely this is ILLEGAL. I have literal photos of the box, that was completely sealed and only one item is missing yet no one can help me? That is stealing and it’s unfair. I paid $165 for this perfume and I have been shopping from Sephora for years and no one can help me??? This is insane