Missing order, no refund or replacement

[azizasa]

1. I hope this message finds you well . I am reaching out to express my extreme disappointment regarding a recent experience with a same-day delivery package from Sephora.

On March 9th , I placed an order totaling nearly $400 with the expectation of receiving it promptly via same-day delivery. However, despite the app indicating that my package was "on its way," there were no further updates provided. Neither the app nor email notifications were updated until today, leaving me completely unaware of the package's status.

When I contacted customer service for assistance, I was informed that a refund or replacement couldn't be processed because they had previously assisted me. However, I find it unjust that I am penalized for a lack of communication on Sephora's part. It is not my fault that I wasn't notified anywhere that my package had arrived.

As a loyal customer who has invested significant time and money into Sephora, this experience has left me feeling undervalued and frustrated. I urge you to reconsider your stance on this matter and provide a resolution that is fair and satisfactory.

I appreciate your prompt attention to this issue and look forward to your swift response.

[elbabes]

Ugh, the same thing just happened to me, and I don't know what to do! My package is missing, and Sephora customer service advised me to file a claim with FedEx. I've already done that, but I'm not sure how long it will take for me to receive a refund from them. It's incredibly frustrating because I'm a Rouge member and I shop at Sephora all the time. You would think they would treat a loyal customer differently. The sad thing is that I am still going to repurchase the products because I want to take advantage of the Sephora 20% sale. If this issue is not resolved, I will probably never shop at Sephora again. I will post an update so that on the fedex claim process for others who have to go through this unfair process! 

[keelybt]

@elbabes I'm sorry to hear that! I will send you a PM. 

[shach120]

Hi! I just had the exact same scenario today with an order today that was almost $600 of merchandise. after speaking with customer service through chat, it is clear that they are not going to do anything about it because of their insanely unfair rule that all liability apparently falls on the customer once a package is "delivered". a row of houses next to mine all have an identical front porch and the customer service agent had the audacity to say that FedEx posted a picture of a box at an angle of just some stairs on a front porch, which apparently means it was "delivered". They should have asked for a signature at the very least for such an expensive order or just not left the order out in the open like that for anybody to grab. I don't know what went wrong but I'm extremely disappointed in sephora's customer service today and will likely not be spending another penny here until the issue is rectified. $600 and most of them a birthday gift for my wife and brother. absolutely ridiculous!

[keelybt]

@azizasa I'm sorry to hear that! I will send you a PM.