Missing items in package

[RiaS0716]

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I’m very disappointed with Sephora.  I just did a large first time order worth over $500 and I recieved the package earlier today with 2 of my items missing.  I contacted Sephora and was told by the representative that “Unfortunately, at this moment we cannot offer a reshipment because of helping in other instances before. The system denied the refund”.  I am confused and frustrated. This is my first order.  How and when did Sephora help in “other instances”???!!  The rep said that a review will be conducted but no guarantee I will get my money back for the missing items.  I Will not be shopping at Sephora and will be telling otter people to stop shopping there as well.  This is unacceptable. 

#missingitem 

[RiaS0716]

Spoiler

This was their response to my email.  I hope this helps other people in some way.

 

[RiaS0716]

Update!!!! Just recieved this email from Sephora

Dear Ria,

Sephora is dedicated to providing you with an excellent experience each time a purchase is made online.

We appreciate that you chose to shop with Sephora for your beauty needs, but given this type of order issue you have reported to us is extremely uncommon, we are unable to extend a reshipment or refund.

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. We will not offer a replacement, refund or accommodation for any potential order issues.

As an option, you may consider shopping in store. For your convenience, here is our store locator:

We appreciate your understanding.

Best regards,
Maryam
Sephora Client Services

[LaurieBT]

Hi @RiaS0716,

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

Best regards,

Laurie