Order Mishap.

[beriii]

So. I placed an order a week or so ago. Hours following I realized my order had been sent to the wrong-old address. (I'm not sure why, all my other orders have gone to the correct, current address.) My fault. I called immediately (only a handful of hours after) to remedy it. The representative told me that I would have to wait for the order to be out on delivery before the address could be changed. Fast forward a little later, I got the tracking order. I didn't feel comfortable waiting until the package was on delivery so I called again. Representative said the same thing the first one did. (Tried to change the address but couldn't.) So, fast forward to tonight. It's the day before it's supposed to be delivered. Call. Representative says they can't update the address. Said to call UPS in the morning to see about the address being changed then or to see if I could pick it up directly in office. Fine. Call ends. Representative calls back and says actually what he can do is cancel my current order and send the same order at no charge with 1-day shipping. Awesome. I ask the representative if he is sure my items are still on-hand. He says yes. He contacts UPS to tell them to send my order back to them, then submits my order only to discover two of my items (2 of the same thing) are no longer being shipped to the United States and tells me at this point my only option is to accept a refund. I ask to speak with a supervisor. Supervisor gets on the line and places me on hold as she reaches out to UPS--only to determine it's too late and the order is already being sent back to them. They can't ship me back the same items, because it's no longer available and no longer being shipped to the U.S. So now, I'm out the two items I genuinely wanted, one which was for personal use and one that was intended as a Christmas gift, spent roughly an hr and a half on the phone with Sephora to only come to this disappointing conclusion, my refund is tied up for 3-10 days, and I'm just overall severely disappointed. I feel like the first representative I spoke to in the beginning should've just cancelled my order and re-submitted it, and the last one should've made sure the items were in stock before he requested my order be sent back to their facility. I will say the supervisor (Laurie I believe was her name) was wonderful; I believe she did everything she could within her power to remedy the situation and make it right. I just wish the representatives I dealt with prior were as great as she was so perhaps I could've avoided all this upset and actually had gotten my order.

[ZannaBT]

Hi @beriii, our apologies for the delayed response! If you still need assistance, please send me a PM or give us a call at 1-877-SEPHORA. Thank you!