Missing/stolen package Sephora won't reship or refund

[Tasha6231]

Anyone else have multiple missing/stolen packages from Sephora that they won't replace?

I order more than 50 packages in a year from Sephora so obviously, the missing/stolen packages ratio for me gets higher.

Now, Sephora won't offer any replacement or refund to packages sent to my address since the issue is "extremely uncommon".

Of course it's extremely uncommon??? Given the number of packages I order from Sephora in a year????? I've spent almost $40,000 in Sephora in just 2 years!!!!

"Since we have identified that there have been multiple issues at this address, and we have assisted in the past with either a replacement or a refund for orders on this or another account. We are not able to assist with a replacement or refund for this or any future order issues for this or another account. 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 as this is a Sephora final business decision."

[kristyd35]

 this what I am seeing 

I don't where the icon gear is to change my settings to help with missing parcel sephora refusing help me with 

[kristyd35]

 I kept error when trying responding from my email from this thread there is no PM messages 

Missing order sephora customer service Is terrible 

[keelybt]

@kristyd35 Sorry for the confusion! It looks like you may not be signed in fully. Please select sign in at the bottom and once you do the gear should be to the right of the envelope. 

[kristyd35]

I am missing my order and sephora refuses the help me

Where head office if sephora i need report a few of the workers 

One order they requested to place an order for me and put whatever they wanted in in my cart not once but occasions instead of telling product was not available asked me last 4 digit of credit card and ccv

Now they because I didn't corrects order and reshipped that now i am actually missing a parcel they refuse to reship

How is my fault they decided me twice had fix error and now I am completely missing one parcel they will reship my missing order

I need report sephora canada

They got it all twisted and saying problems before I can reship

But in reality it's their fault for previous for placing order items I didn't want they made own decisions to put a alternative instead saying items with 2 orders were not in stocks

I have experienced this bad of customer service in my life and order all the time when I need something for content creating 

[LaurieBT]

@kristyd35, I'll send you a private message shortly so that I can look into this.

Best,

Laurie

[kristyd35]

Can you just respond here private Chat does work 

And I'm missing my package 

And sephora customer service is most terrible Noone is helping me at all

I had 2 other incidents where the sephora beauty advisors on 2 different occasions put wrong items in my cart instead of saying the items where not in stocks asked for CCV AND LAST 4 DIGITS OF CARD PLACED WRONG ORDERS 

NOT THEY TELLING THE SYSTEM WILL ALLOW A RESHIP OF REFUND.

I DONT UNDERSTAND SEPHORA MAKES MISTAKES AND THEN MY ONE PAKAGE DONESNT ARRIVE THE THEH REFUSE TO HELP!

[kristyd35]

 what is thi ls 

When clicked this popped up 

What's going sephora 

@keelybt 

[siennaim]

Dear keelybt,  I have same issue.

I tried send you a PM but it is not available..

I really need a help.

Since UPS keeps delivering the packages to a wrong address, I filed the claims like couple times a month.

Then I can not file a claim to SEPHORA anymore.

They said there is a company policy and there is a limit that I can claim. And I was told I have to claim to UPS,

so I tried to contact to UPS, they also reject my claim due to it is SEPHORA's responsibility.

I am a rouge member I spent quite a lot money on my orders, I can't believe I have to take the responsibility..

Is there anyone having this kind of trouble?

I'm desperate.. please help..

[kristyd35]

 I found settings for Turn on private messages 

[babyikki]

Same thing. I spoiled myself as a late birthday gift and all I received was a big nothing and horrible service. I’ve always shopped at Ulta, and I made the worst mistake ordering with them. They told me that it was “Sephoras final business decision” and that it’s a “high value package so they won’t reship.” Why wouldn’t they require a signature?!

My emails get ignored, my calls end in no solutions. A complete mess. 

[keelybt]

@babyikki I'm not able to reply to your PM as your PMs are turned off. You may have to switch to a web browser to update your settings. 

[babyikki]

Hey, I turned them on just now.

[keelybt]

@babyikki I'm sorry to hear that!  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[puppiekyahstar2]

I had the same thing happen to me :(( I contacted customer service and they told me it was a business decision so I’m out -350 dollars. I need help 😞 

[keelybt]

@puppiekyahstar2  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us privately through Facebook, Instagram or Twitter. 
 

[ydbeauty]

Also encountered this issue today as a Rouge member for several years --- UPS marked the package delivered at the front door although we have a parcel locker at our apartment. Anyways I was able to check on the package until the evening; package was nowhere to be found and even checked with my leasing office since packages that can't go into the lockers can be dropped off there and they didn't have the package either. I reached out to sephora via chat and they said they're unable to process a refund/replacement since this is only a courtesy they offer and for me to check with the carrier (UPS). I went to the UPS website to fill out a claim and it said that I'm unable to file a claim at this time. So I went back on Sephora chat to update them on this and they said reach back out to UPS. I'm just being ping-ponged back and forth with no way to resolve this issue.

[LaurieBT]

Hi @ydbeauty,

I'm sorry about this! I'll send you a message shortly.
 

Best,

Laurie 

[swapzzz]

The same thing happened to me today. I ordered overall 600 dollars product from sephora and it got delivered today. I did not receive any call or notification once it got received. The picture shows the package was delivered in front of my door.  But when I checked it wasn't there. I reported it to sephora but they didn't help. I am so much disappointed. I cannot stop crying because it is 600 dollars. I NEED HELP. I cannot just let go of this. I need my money back or the products I ordered. Please somebody advice me if there is any way to get the money or my products ?

[LaurieBT]

Hi @Tasha6231,

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

Best regards,

Laurie 

[DanielM112]

I had the same experience today. I went through customer service chat and reported that my package was delivered but I never got it. I tried asking for a replacement but they have denied my request. Please help