Missing/stolen package Sephora won't refund

[jtrunks]

I order 30+ packages a year, spending $3K+ at Sephora. Since Covid I can recall 1 other time where a package has gone missing and I've just had my second package go missing. Now Sephora is saying "Considering you have had multiple issues at this address, and we have assisted you in the recent past with multiple replacements or refunds, we are not able to assist with a replacement or refund for this order."

BS! Their courier service doesn't deliver safely ie directly to the customer or to a pickup location if the customer isn't available so if there is an issue with a package it's on Sephora IMO. I'm now out almost $300 and if Sephora doesn't assist I'll take my business elsewhere go forward.

[SwedishKate]

This has also happened to me. I am extremely upset with Sephora, and after spending so much money here, I will refuse to shop with Sephora if they do not fix this. 

What is going on? UPS admitted they damaged the package and sent the package back to the warehouse, so there was proof of the original order I had problems with actually being returned.

This time the package was never delivered because Veho is freaking terrible. Sephora partners with the worst shipping companies and then blames the customer. I don't even understand how that works out...I spend a ridiculous amount of money and barely return anything. The accommodation was a legitimately damaged order, and their crappy algorithm is telling me I'm the problem? This is pathetic and sad. 

[DaneeBT]

@SwedishKate OH no! I'll send you a PM!

[DaneeBT]

Hi @jtrunks I'm sorry to hear about this. I'll send you a PM.

[jtrunks]

Don't be fooled by responses from Sephora's customer service they still refuse to do anything to rectify the situation