Nasty email from Sephora Client Services

[pinkwine11]

My order that was shipped on November 18 has shown no scans since November 18 when it was picked up by UPS from the Sephora warehouse and taken to their facility. After waiting for 14 days, I contacted Sephora customer service for a refund. The refund was done but I got the below nasty email which I am miffed by as it is written as if somehow I am to be blamed and is in very bad taste. 

On Dec 2, 2024, at 8:18 PM, Sephora Customer Service <customerservice@sephora.com> wrote:

Hello from Sephora!

Thank you for your inquiry about a refund for your missing order. I am glad to extend a refund in this instance. Depending on your financial institution, returns may take up to ten days to reflect upon your account.

It is important to us that you can receive your deliveries successfully since we want you to be able to enjoy your amazing products, so please be sure that your address on file is correct for us to continue shipping to you at this address without further issue. Please know that future issues with an order at this address may not be eligible for a reshipment or refund.

Best regards,
Sephora Client Services

Please note that in this specific instance, the package was lost by UPS. It didn’t show any tracking scans after it was picked up from your warehouse on November 18. Therefore, I don’t understand how you are putting the blame on me. Your choice of carrier (not mine) - UPS, has lost your package (for which I had paid for and was waiting for eagerly). As the shipper, you need to file a claim with them for losing your package.

Instead of telling me that my future orders may not be eligible for a refund or reshipment, Sephora should be apologizing to me for the disappointment and inconvenience that has been caused to me by your carrier of choice by losing my entire order and thereby ruining my holiday shopping experience.

In addition, my time was wasted because I spent hours in building my shopping cart and in choosing the shades etc. before placing the order. Many of these products were gifts for my mother and now they are sold out. So, it’s a shame that this type of insensitive email was sent out to me.

Kindly note that there was no favor extended to me by issuing a refund. It is something that Sephora had to do because of UPS, so if anything, please send them an email reprimanding them of being the reason for disappointing your best Rouge status customers. 

 

[pinkwine11]

Hello,

I have turned my private message setting on now. 
Thanks. 

[LaurieBT]

@pinkwine11, I'm sorry to hear this and thank you for reaching out to us. It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you! 

Best,

Laurie