Never received same-day delivery

[bbcel]

Hello,

I wanted to share a frustrating experience I recently had with a same-day delivery order through DoorDash. I placed an 283$  order with Sephora, which was supposed to be delivered to my address. However, the package never arrived.

I checked my Ring camera footage, and it confirmed that no delivery was made at the stated time. Additionally, the delivery confirmation from the DoorDash driver was just a photo of a white screen, offering no helpful information.

My first step was to contact Sephora customer service. Unfortunately, they informed me that there was nothing they could do. After some back and forth, I was told to contact DoorDash directly. I escalated the issue and spoke to a manager, who reiterated that the only action Sephora could take was to open an investigation, which would take 48 hours.

Next, I reached out to DoorDash. Their customer service was understanding and promptly processed a refund. However, they informed me that the refund would need to go through Sephora since Sephora holds my payment information.

I called Sephora again and spoke with another manager. She insisted that the refund could not be processed immediately and that they needed to conduct their own investigation. This entire process made me feel like I was being run around just to get my money back, which was incredibly frustrating.

Eventually, Sephora did process the refund, for which I am grateful. However, the message accompanying the refund implied that future issues at my address might not be eligible for reshipment or refund. This felt accusatory and unfair, as the issue was clearly with the DoorDash delivery, not my address.

There was zero accountability on Sephora's part for this situation. If Sephora chooses to work with a third party like DoorDash, they should be responsible and accountable for what happens with the delivery. I shouldn't have to run around making back-and-forth calls between Sephora and DoorDash to get my money back. Additionally, the need for an investigation felt like there was a chance I might not get my refund, which is unacceptable.

I have always valued Sephora's products and services, but this experience has left me feeling frustrated and disillusioned. I hope Sephora can improve their handling of such situations in the future and ensure that customers are not penalized for problems beyond their control.

 

 

[Annie5195]

Hey i had the same experience yesterday but i still have not recieved any refund. Can you please help me by telling how did you got your refund back from the customer service. I hope you can relate to me. they have mentioned that the escalation team will contact me by phone btw 24 to 48 hours. Did the same happened to you as well??

[intergalactacat]

This literal same thing just happened to me. Right now. Email says delivered, my address, the time, and there is no delivery, and no acknowledgment. The irony that I ordered something this morning to save me time after work, that I am now chasing around in the middle of the night is just high level hilarity. Being bounced around from Sephora Customer Service to Door Dash than back to Sephora is icing on the cake. I also love that they act so uncaring and tell me to call back in 24hrs to request a refund? Request....? 

Why is there a Same Day Delivery Subscription Service, when Sephora obviously does not have the infrastructure to handle same day delivery (at this point I would even appreciate next day delivery with an apology and an explanation). Instead of being gaslit, expecting a delivery at my door (thank god for ring cams or they would probably blame us) and than told to call everyone back in 24 hrs when the system might have updated to know whats going on. Why would it take the system 24 hrs to catch up when you guys are guaranteeing delivery within 8hrs. 

The whole thing is icky. 

[DaneeBT]

Hi @bbcel I'm so sorry to hear about this experience and that you didn't receive your Same Day Delivery order! I'm glad to hear you've been assisted with a refund. However, I'm so sorry for your frustration. Please know that we value your feedback and this will be shared with the appropriate teams.