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Post in Customer Support

No package at the door

Hello all, 


After all the reading conversations here, I have one too, I ordered some lipsticks and perfume for my wife, who resides in India and fan of Sephora. Usually, she buys stuff in India itself but this time she asked me to buy it from Canada as I am visiting in the next two weeks. Ok until here it was smooth and I placed an order online because I do not have transportation and thought it will be the same as what I buy in the store and does not make any difference. Do you know what it did, email says the package was delivered and I see pictures there. so, I went down to collect the package, when I opened the door it was all empty nothing there, I escalated same with customer service. They say it is delivered and we cannot do anything about it. she says I understand, apologies and this will not be going to help. the system cannot refund or reship the products as the value is high, well you are in a high-value business and certainly, you will have insurance for the lost items but consumers don't have that option. carrier does have the insurance to report the lost items. Now the question is what kind of business policy it is that says do not help customers who report the theft of their delivery? I do not get it. who's at fault when there is no package and you do not mention while checkout that if not received we are not liable to refund or reshipment? this is final and business policy. I am sad now not happy with Sephora. I always shop with Shoppers Drug mart for my perfume. I would recommend to all of them to buy from them instead here, whose policy is not clear to the consumer. I am disappointed! 😞 


Re: No package at the door

The same thing has happened to me, and they said the same thing because its high value, but that is not my fault they shouldn't accept high value order then. Were you able to get some help?

Re: No package at the door

Hi @Krishnare,


I'm sorry to hear this and I'll send you a message shortly.


Warm regards,


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