No refund and No Replacement

[LiNazza]

My order was never received. I contacted Customer Service through the Beauty Chat to let them know that I never got my order. They told me that they could not refund or replace my order and to contact customer service through email. I emailed Customer Service, and they told me the same thing. They said "given the level discrepancy in your shopping history is extremely uncommon and considering you have issues at this address, we cannot assist you." Therefore, I cannot get a refund or replacement. 

I am a Rouge member. I had spent so much money on Sephora. I have ordered from their app and I also shop at the store. It is not the customer's responsibility to ensure delivery. My package is missing or stolen! It is like Sephora has never heard of "porch thieves" before. I also researched this issue. I am not the only one who has encountered this problem with Sephora!  There are other customers out there who have had missing packages and Sephora refuses to replace or refund!

I do not understand how Sephora can make $10 Billion dollars annually but REFUSES to help a customer and refund or replace an order that is about $300! You have already charged my card and I am still without my product. This is entirely unfair and shows bad faith. 

[belover59]

Did you pay by credit card? If so, you can dispute the charge with the credit card company or bank that provides your card.

[keelybt]

@LiNazza I'm sorry to hear that! I will send you a for more information.