Never Received My Sephora Order – No Refund or Resolution from Customer Service

[zzy0101]

I placed an online order with Sephora totaling nearly $500 USD. According to tracking, the package was marked as delivered, but I never received it. There was no delivery to my door, no photo with my address, and nothing was left in a secure or visible location.

I contacted Sephora’s customer service immediately. At first, I was told a refund or reshipment could be issued, but shortly after, they reversed their decision and claimed that because another (completely unrelated) order was returned, they won’t help me.

This is a separate order, separate account, and a completely different situation. I have explained this multiple times, but each response I get now just says “the system won’t allow it” — without any further explanation or accountability.

As a long-time in-store customer and an online shopper, I’m extremely disappointed. Sephora’s refusal to investigate or resolve this is shocking for a company under LVMH.

Has anyone else experienced a similar issue?

This really makes me question shopping online with Sephora again.

[LaurieBT]

Hi @zzy0101, I'm sorry for any disappointment and it looks like I responded to your most recent message. Please feel free to respond to my message if you have any further questions. Thank you!