My order never arrived

[Rama2001]

I always order from Sephora and have never had a problem. Today, while I was out, I got a message saying that my Dyson order was delivered by UPS. I checked the delivery photo, but I have no idea where it is. The proof photo is just a zoomed-in shot that doesn’t show a door or house number. I checked with my neighbors, and there’s nothing.

I contacted Sephora, and they apologized, saying they would refund me and to please wait a moment while they processed it. Later, they sent another message saying they were sorry but couldn’t send a replacement or issue a refund. I was really upset—at least stand by your word and don’t lie to me.

This is the first time I’ve ever needed help, and this is how I’m treated? I’m also a Rouge member and spend thousands here. Please do yourself a favor and never order online from them. I don’t know what to do—they said they would email me within two days, and that’s it.

Has anyone else had a similar situation?

I have a screenshot from the live chat where Sephora confirmed that they would issue a refund. Should I proceed with initiating a chargeback and provide this proof, or wait for Sephora’s follow-up email to determine if they will resolve the matter?

[keelybt]

@Rama2001 I'm sorry we missed your post.  It looks like your private messages are currently turned off. If you still need assistance, please send me a private message with your order number. You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app.

[makeitup305]

@Rama2001 did you contact the carrier?