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."

[strip4kasi]

Same thing here

[tobik]

PLEASE HELP me guys --

There's 2 missing foundation items in my 3rd $500.00 dollar order of the week and Sephora won't replace them or refund me or give me a store credit.  I've chatted with 3 agents and spoken to 2 managers in the call center today, but none of them have offered to help problem solve this situation.  I've been a consecutive Rogue every year since 2017. I spend about $20,000.00+ per year at Sephora and I cannot find anyone in customer service to help me resolve my missing items issue.  I've never gotten a Sephora order with missing items  before, so I'm extremely unclear and blindsided by all this!!!  Sounds weird, but it honestly feels like Sephora is stealing my money and I'm now very concerned about fraud/theft. Please help me navigate this.

Givenchy Prisme Libre Glow Serum Blurring Foundation with Natural Finish

  Danessa Myricks Beauty Yummy Skin Soothing Serum Skin Tint Foundation with Peptides + Ceramides  

#Rogue #VIB @Rogue @VIB @HelpME @@keelybt @#HelpMe @LaurieBT

[tobik]

@keelybt @LaurieBT 

@keelybt thanks but my private messages on this platform are ALL turned ON, actually - see attached screen grab!!  My Facebook and Instagram are both verified accounts as I work for Meta (Facebook), and I only use those accounts for work.  Please be more helpful here with communicating with me.  You can even email me at --- directly please, I would greatly appreciate it.   Do you want me to post my order number here for you too? I'm happy to do that, I have nothing to hide.  Please advise, I really need help.  Thank you!!

Givenchy Prisme Libre Glow Serum Blurring Foundation with Natural Finish

Danessa Myricks Beauty Yummy Skin Soothing Serum Skin Tint Foundation with Peptides + Ceramides 14  

ISAMAYA Sculpting Stick- Precision Cream Contour Stick with Ceramides Maple  

La Mer Crème de la Mer Moisturizer  

 

[LaurieBT]

@tobik, I have removed your email address from your post for security purposes. I'll send you a message shortly.

[keelybt]

@tobik  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 Sephora privately through Facebook, X or Instagram. 

[tobik]

@LaurieBT thank you, I appreciate you removing that for me. My mistake. 

[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 😞