Never received $1700 order - Horrible customer service experience

[Divvvu]

Hello,

I’m writing to highlight an extremely disappointing experience with Sephora regarding a $1700 order placed yesterday. This was my boyfriend’s first order, and the level of service we’ve received has been shockingly poor.

The order, which was supposed to be delivered same-day, never arrived. The DoorDash driver assigned to the delivery uploaded a photo of what appears to be a receipt snatched away from the order package as “proof of delivery,” but they never actually came to his address. What’s even more concerning is that Sephora never informed my boyfriend that DoorDash would be handling the delivery instead of Sephora directly.

When he learned this, he immediately reached out to Sephora because, in the past, DoorDash drivers have sometimes failed to deliver food orders, and he was understandably worried about the same happening with such a high-value purchase. Unfortunately, his concerns were valid.

When he contacted Sephora’s Surrey Central store for assistance, they informed him they had no tracking information for the order. Later, when my boyfriend contacted Sephora, he was told that since his account is new, it would need to be linked with mine to process the refund. He was assured the refund would be issued within 24 hours. However, when he followed up the day after, the situation only worsened. He was transferred between multiple agents for hours, given conflicting responses, and now Sephora is outright denying the refund. They emailed him, stating that the responsibility was his - despite the delivery failure and lack of proper communication on Sephora’s part.

This was his very first order, and it has been a challenging experience from start to finish. This is extremely concerning and unacceptable. For a trusted brand like Sephora, I would have expected better communication and accountability in handling these issues. Asking a customer to bear the burden of a failed delivery, especially for an order of this value, feels unfair and frustrating. Customers should not be left to shoulder the financial burden of a failed delivery, especially when Sephora chose the courier.

We hope Sephora can review this matter with more care and provide a resolution. A first experience like this not only damages trust but makes it difficult to consider shopping with Sephora again.

Has anyone else had a similar experience? Any advice on how to navigate this would be greatly appreciated.

Thank you.

[StangSalie]

This almost happened to me tonight.  The doordash driver didn't notice my security cameras on my house.  I watched as he held the bag up in front of my door, took a pic, and headed back for his car.  I ran out and yelled at him and he acted like the light on the porch wasn't right, yet he was somehow able to take a pic with a flash.  He was straight up going to take off with my order and lie about delivering.  Definitely the last time I do same day delivery unless it's a super cheap order.  I actually took some perfume off my order because it was making me nervous to trust a random person to bring it to me, but my order was still over $200.  Not as bad as what you lost, but still would have sucked.  I hope you were able to get a refund or replacement.  

[LaurieBT]

@Divvvu, I'm so sorry to hear of this experience! We kindly invite the purchaser/account holder to contact us directly to we can look into this further. Our teams can be reached here in the Community, or by live chat at, https://www.sephora.com/beauty/contact-us, as well as by phone at 1-877-SEPHORA (1-877-737-4672). Additionally, we can be reached by Facebook, Twitter, or Instagram private message. Thank you.