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."

[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

[keelybt]

@DanielM112 I'm sorry to hear that! I will send you a PM. 

[shach120]

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!

[LaurieBT]

Hi @shach120,

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

Best regards,

Laurie 

[SKRMA]

Also sharkng my experience. I am also going through same thing- lost or stolen package idk. Sephora wont reship or refund. Please do not buy online from Sephora you may or may not get your order.

[05bb]

Wow! I am going through the same exact thing. I wish I had read this prior. My package got delivered to the completely wrong address and Sephora is REFUSING to do anything about it! That is absolutely ridiculous. 

[LaurieBT]

Hi @05bb,

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

Best,

Laurie 

[sammcgrenaghan]

me too! I made an order with all my points and my package was stolen!
this is the first time it’s happened, I’m out all my points and all my makeup. I wish there was a process to remedy this, the fact that it says Sephora on the box doesn’t help with attracting thieves either !

[DaneeBT]

Hi @sammcgrenaghan Oh no! Regretfully, I'm not able to send you a PM at this time. Please contact us via phone at 1-877-737-4672 or via our live chat so we can further assist.

[Marcella97]

This is happening to me too! I recently made an order and my package was stolen. UPS is not helpful and it looks like I am out of the money and product and one of my neighbors got away with it! I used all my Sephora points too and I can’t get those back either!

[DaneeBT]

Hi @Marcella97 Oh no! I'll send you a PM.

[siennaim]

Hi DaneeBT

I've send you a PM

Thank you

[megancoleman]

ugh SAME. i want to cry. i’ve been on the phone back and forth and back and forth between shipping and sephora and it’s a dead end every time. i wasn’t expecting sephora to be so cold but they’re refusing to help and i don’t know what to do. makes me feel a little better knowing it’s not just happening to me but i can’t imagine ever ordering from sephora again at this point i’m so sad. 

[joyia0316]

Same thing is happening to me! Sephora been so cold and very rude with this whole process. I placed an order 06/22/23 and Still to this day 08/19/23 I have not received my package. Sephora said to call UPS which I did , I made a claims investigation and it was figured out the UPS Driver left package at wrong Resident address. UPS closed my claim on 07/24/23 and Sephora still has been giving me the run around for my refund. even though UPS themselves admitted fault and sent forms to sephora to sign but Sephora is not responding. It is so frustrating I can’t even get proper help without being met with condescending supervisor who is not trying to help. Is there any policy in place ?? I don’t understand how legally it can be stated I have not received anything but still not get help ?

[LaurieBT]

Hi @joyia0316,

I'm sorry about this! Thank you for sharing this feedback with us. I'll send you a message shortly so I can check on this. 

Best regards,

Laurie 

[LaurieBT]

Hi @megancoleman,

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

Best,

Laurie