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."

[AbhishaP]

I am having the same issue!

I have been a loyal Sephora customer for years and been a rouge member since 2018. I've spent countless dollars at Sephora and never had any issues. 

However, my last order was never delivered and Sephora is refusing to issue a refund or reship because of "business decision". Like I have never been dishonest and I even have proof on my Ring Camera that no one came to deliver a package on that day. 

I am so disspointed and unfortunately, I don't think I will be shopping here further. I rather order directly from the brands or from Ulta where I get way better customer service. 

[Tasha6231]

"Thank you for your patience while this was being looked into! Regretfully, our system cannot process a reshipment or a refund for the four orders because we have assisted you in other instances for order issues on this and other accounts. Additionally, it is against our terms and conditions to have multiple accounts" ?????????????

I don’t see how it’s my fault that my orders aren’t delivered to me. The contract of sale is between you and me and it is actually you who hire the courier as your agent, and i had no hand whatsoever in selecting a negligent courier. I looked online and there are several bad reviews on that courier service. Why should i be penalized for the neglect of a service that you yourself contracted? The courier simply leaves the packages in front of the apartment building rather than leaving it in my FRONT DOOR. In essence, the delivery isn’t complete without me receiving it. The courier doesn’t even call or inform us that it’s been delivered. What’s my assurance that you actually attempted to deliver my package? My obligation to you is to pay the selling price and a shipping fee for your service and your obligation to me is to deliver what I actually purchased. This is a breach of your obligation and you’re now telling me that you can’t process a reshipment or a refund? So what if you already assisted me in other instances for order issues? That has got nothing to do with the issue RIGHT NOW. This is a separate transaction, and should be treated distinctly.

[blinkmainartist]

Basically what they are saying is they don’t believe you that your didn’t receive your order because you have had a claim form either this account or someone with your address from another account however if they are allowing for the postal service they provide to drop shipments at the door with out some one home or signing for the package it is up to then to replace the shipment as well as the shipping service provider. Lady’s ALWAYS ALWAYS leave special delivery actions on all your orders stating that the package must be signed for if you won’t be home that day they will deliver to your Postal Service and leave a tag or you can go pick it up when you’re home unfortunately the world we live in now it’s not a safe place for packages

[Raynawww]

Same with me:( How did they deal with your order?

[gkskingirl]

Im in CA and reported them to the office of the attorney general. It violates Ca consumer laws.

You can also dispute the charge on your credit card -  I did and won.

Also report to BBB.

[cirikinci]

Hello, I had same situation.How did you report? To where ? I would do that ! 

[keelybt]

@cirikinci I will send you a PM. 

[lovisadrever]

This is good to know, they didn’t even deliver it to the right house and they’ve said it’s my fault and blocked me as a well from orders