Missing package since July no help or resolution

[Mahmudamae28]

I placed an order back in July with Sephora before I went on vacation. Package was supposed to arrive on July 15 and my flight was on July 17. I had the package delivered to my work place which is a store Nobody else would be home to recieve the package which is the reason why I used my store address and I would be given the parcel directly i took all precautions since i would be leaving soon. The store opens at 11 am and I get a notifcation from sephora the package was delivered around 20 minutes after the courier claims it was delivered. Everybody was in the store at the time my other colleague when asked let me know they were not given any packages and it’s a busy store so we do get packages delivered every single day. It was now in the afternoon and since my flight was in 2 days I had no option but to place a same delivery on the sephora website. I assumed if the package came later on I can have someone return it. That night when the package didn’t arrive by 8 pm closing time I called fedex they let me know the package was delivered and to give a call to Sephora for them to begin a claim since they were the sender of the package. I called sephora explained the situation but they said they would not be able to give me a refund or a reshipment due to the parcel being $350. They said they would send it over to the appropriate team for investigation but there was nothing they can do because it was a confirmed delivery. When I kept tracking on the fedex page there was no proof of delivery I assumed that even if it was left in the wrong spot it would be somewhere nearby where I can go and grab it. It was extremely stressful for me as I was now leaving for my trip the next day and I had to be on the call with sephora from morning time trying to connect to a supervisor or someone that can assist me.I was on the phone for almost 2 hours and no one was able to provide me with any solution. I let them know that I would be getting camera footage from the store. even after saying this they said that they can try but it doesn’t gurantee that I will be getting a refund. While I was away on vacation I had other staff try to get camera footage and they did but around this time it showed a delivery to a neighbors home. But when they went ahead and asked the next door neighbor the neighbor said they did not get any packages and after going back and forth they provided me with a video evidence of someone taking a parcel from around the same time this package was delivered in front of their home. I’m not 100% sure if this was mr sephora delivery but just in case it may have been I gathered all my evidence and sent it to sephora but they still denied it saying they can’t give me a refund it’s their business decision and even claimed that they refunded me for something before which is not even true? I then spoke to another representative through email who told me I can try to file a dispute with my bank since that was my only

option after I was back I did file a dispute but sephora reversed the claim with my bank saying it was a confirmed delivery. The bank now has told me they can not do anything else & sephora has to issue a refund from their end manually. I asked Sephora and explained everything attached the proof over & over gave so many options on what we can do for a resolution they said they can not help me. Sephora is now no longer replying to any of my emails. I do not know what to do as a customer this has been extremely frustrating I am exhausted going back and forth with no actual resolution. I asked sephora if they can even file the claim for me from the courier since I am not given the option to. I asked for all of the proof from sephora from the courier for the confirmed delivery the courier claims they do not have a proof of confirmed delivery so if sephora says that they do I would like to see the proof. I am now seeing my only option is to take this to small claims court. This is my last resort i’m really hoping somebody can help me solve this problem. 

[LaurieBT]

@Mahmudamae28, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number and shipping address, I'll look into this. Thank you!

[Mahmudamae28]

Hello I was able to change my settings and have private messages on please do let me know if you have received my message.

[Mahmudamae28]

hello i’m not to sure how to turn on my messages

[keelybt]

@Mahmudamae28 You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app.