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Post in Customer Support
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Missing items in order

I'm missing three items I purchased and my samples in my order that I received today. My shipping confirmation and box says it's only one shipment. But it's half my order! I just sat on the phone for 25 minutes hoping to talk to someone and gave up. Any help is appreciated!

Re: Missing items in order

I have been a long term client of Sephora and thoroughly enjoyed the in person experience, however My online shopping experience has been absolutely horrendous with Sephora. I placed an order on April 13 worth around 1600$ of product that was not delivered to me TO THIS DAY. I contacted support numerous time and they have failed to provide me with a resolution. It’s absoletelg revolting seeing a company not taking care of their long term clients especially with An amount that I have spend in the past. When speaking with customer support they provided me with the Sephora headquarters physical mailing address to “write to them” as there are not able to solve this for me. I highly recommend  to refrain shopping online with Sephora or dealing with a support team that fails to acknowledge their issue and helping my case.

Re: Missing items in order

This happened to me recently. I ordered about $200 worth of items, with samples, and beauty reward items and then I received someone else's order...it had none of my items, but the packing slip had my name and items on it. I called Sephora to figure it out, and they were able to reship to me but a few items were sold out by then. 

Re: Missing items in order

I had a similar problem, all the emails said it would be on one shipment, but when it arrived only one of the two items was actually in the box. Been trying a while to get some help for that. 

Re: Missing items in order

I just received my order but it was missing one item. Anyone know who to contact? 

Re: Missing items in order

Hi @Leydibug90,

 

Oh no! I'm sending you a PM.

 

Always,

Danee

Re: Missing items in order

Hello, 

 

Yes. My order number is , and the product was rare beauty by Selena Gomez stay vulnerable melting cream blush - nearly mauve. 

Re: Missing items in order

@Leydibug90 to reply to my private message, please click on the envelope icon in the top right corner of BIC, select the message, then reply. Thanks!

Re: Missing items in order

Same thing happen to me with a purchase I made on 11/13. A big item in my 1st ever order from Sephora was missing, and the representative in the chat was so unhelpful. I receive a small box that could not have fit the item but she refused to help me. I feel like I wasted my money. 

Re: Missing items in order

Hi @ayemmo,

 

I'm sorry to hear about this. I will send you a PM in just a moment.

 

Always,
Danee

Re: Missing items in order

I did not receive an item in my package wasn't sure how to go about that

Re: Missing items in order

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

Re: Missing items in order

@Savannah107 I will send you a PM to help. 

Re: Missing items in order

I just made an order and when I received my package I didn’t get one of my items and it was on my items list too!! I’m really upset...

Re: Missing items in order

Hi @janette04,

 

Sorry to hear that! I'm sending you a PM.

 

Always,
Danee

Re: Missing items in order

Same - missing an item in my recent purchase. Can someone reach out to me as well? 

Re: Missing items in order

Hi @jennifad06 I will send you a PM to help. 

Re: Missing items in order

Hi @trdgz I'm so sorry to hear that you didn't receive all of your items. I will send you a message to help.

Re: Missing items in order

A similar thing happened to me. I placed a $500+ order on November 10, received supposedly 19 out of 20 items in my shipment yesterday, but SIX items worth about $300 were missing from the box! I was furious! And one of the sets is now sold out completely. I was able to get help over the phone, but still...I went through all the trouble of logging on to Sephora and placing an order just after midnight on November 10 precisely because I knew that set was going to sell out, and now this...

 

It seems like people in the dist center are stealing, if you ask me...or it is OnTrac, which is the WORST shipping company ever. This is not just carelessness...there are too many items missing. This is straight up THEFT. I wonder if any other VIBs and Rouges have had items missing from their November hauls.

Re: Missing items in order

I’m missing items as well plus samples plus some beauty items that I used my points for and from what I see this is a ongoing problem!!! I def think someone is stilling the items because it is happening way to often!!!!

Re: Missing items in order

@mandm72 Sorry for the delay in our reply! If you still need assistance with this, please give us a call at 1-877-SEPHORA or send me a PM with your order number and the missing items. 

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