Never received same-day delivery

[Annie5195]

Hello,

I wanted to share a frustrating experience I recently had with a same-day delivery order through DoorDash. I placed a $ 690  order with Sephora, which was supposed to be delivered to my address. However, the package never arrived.

I checked everywhere in my building, and it was confirmed that the driver didnt leave my order there because i was at home nobody tried to contact me before leaving my order and as soon i got the delivery message i checked my door nothing was there. Additionally, the delivery confirmation from the DoorDash driver was just a photo with the door and  bag which he might take after clicking the photo, 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 because it was a confirmed delivery. Even after the doordash supervisor called the Sephora customer services not only accepting their drivers mistake  but also initiating the refund for my order to Sephora. The only thing they could do is conduct their own investigation. As a result of the investigation again they said they cant do anything here because it was a confirmed delivery. 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 mention to me that the escalation team will contact me in 24 to 48 hours by phone. I do not understand if they got their refund from Doordash already why they are not giving me my money. Again and again i am getting the same response from the customer service team sorry we cannot accommodate you with anything also 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 me.

There is 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 is a chance I might not get my refund, which is unacceptable.

[LaurieBT]

Hi @Annie5195,

I'm sorry to hear this! We're happy to look into this further for you. 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